Emma Cook
Bedford
Summary
Dedicated, calm, resilient highly experienced Senior Emergency medical Dispatcher with over 16 years experience working in a fast paced NHS emergency control room.
Highly skilled in assessing situations, gathering critical information, prioritising incidents and making sound decisions under pressure. Experienced in working closely with police, fire and other ambulance services, managing multiple systems simultaneously and delivering exceptional customer service during distressing situations. A strong team player with leadership and mentoring experience, committed to public safety, confidentiality and providing an efficient, compassionate service.
Overview
1
1
year of post-secondary education
17
17
years of professional experience
Work history
Senior Emergency Medical Dispatcher
East of England Ambulance Service NHS Trust
Bedford
2009.10 - Current
- Serve as first point of contact for callers seeking emergency support.
- Demonstrate compassion, emotional resilience and respect to handle high volume of emergency calls.
- Deescalate tense situations with calm, patient communication style.
- Navigate stressful and unpredictable situations with calm and collected approach.
- Coordinate with police and fire departments to enhance interdepartmental cooperation during crises.
- Adapt quickly to changing procedures or protocols whilst maintaining high performance levels.
- Streamline call processing by effectively navigating multiple systems during customer interactions.
- Offer empathetic listening ear to distressed callers, providing reassurances where necessary.
- Listen actively to caller concerns, questions and priorities.
- Cultivate positive working relationships with team members to promote effective collaboration.
- Act as Team Leader when required, overseeing team performance, workflow management and operational decision making during busy periods.
- Mentor and train new starters through induction, system training, confidence building and best practice coaching.
- Recognise and escalate safeguarding concerns appropriately to support the safety and wellbeing of patients.
Education
Mark Rutherford Upper School - 6 GCSE's and GNVQ Business St
Bedford 1997.05 - 1997.06
City & Guilds Level 1 in Sage Computerised Accounts
Bedford College 1997.06 - 1998.06
Functional Skills Level 2 - English
Bedford 2026.04 - 2026.06
Functional Skills - Level 2 Maths
Bedford 2026.04 - 2026.06
Skills
Leadership & Team Development
Recruitment & Selection
Interviewing & Onboarding
Emergency Call Handling & MPDS
Crisis Management & Incident Response
Risk Assessment & Decision Making
Safeguarding & Vulnerability Awareness
Communication & Conflict Resolution
Stakeholder Engagement
Training, Coaching & Mentoring
NHS Systems & Data Management
GDPR & Confidentiality Compliance
I.T SKILLS
NHS Clinical Systems
Microsoft Office (Word, Excel, Outlook, PowerPoint, Teams)
Digital Communication Platforms
Information Governance & GDPR
Data Management & Record Keeping
System Navigation & Troubleshooting
Accurate Data Entry & Typing
ACHIEVEMENTS
UK Dispatcher of the Year Finalist
Safeguarding Level 2 Adults & Children
Multi-Agency Communication Recognition
Discharged Alive Award
Stork Award
Audit Excellence Awards - Bronze, Silver, Gold & Platinum
Incident Command Cell Trained
JESIP Trained
Emergency Medical Dispatcher - Mentor (EMD-M)
Emergency medical Dispatcher - Quality (EMD-Q)
Basic Life Support
Full UK Driving License
Timeline
Functional Skills Level 2 - English
2026.04 - 2026.06
Functional Skills - Level 2 Maths
2026.04 - 2026.06
Senior Emergency Medical Dispatcher
East of England Ambulance Service NHS Trust
2009.10 - Current
City & Guilds Level 1 in Sage Computerised Accounts
1997.06 - 1998.06
Mark Rutherford Upper School - 6 GCSE's and GNVQ Business St
1997.05 - 1997.06