Most commonly reported Work Activities

•   Communicating with Persons Outside Organisation Communicating with people outside the organisation, representing the organisation to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
•   Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
•   Documenting/Recording Information Entering, recording, storing, or maintaining information in written or electronic/magnetic form.
•   Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
•   Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
•   Performing for or Working Directly with the Public Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
•   Making Decisions and Solving Problems Analysing information and evaluating results to choose the best solution and solve problems.
•   Updating and Using Relevant Knowledge Keeping up-to-date technically and applying new knowledge to your job.
•   Identifying Objects, Actions, and Events Identifying information by categorising, estimating, recognising differences or similarities, and detecting changes in circumstances or events.
•   Processing Information Compiling, coding, categorising, calculating, tabulating, auditing, or verifying information or data.

Working Life

An Emergency Medical Controller (EMC)—also known as an Emergency Call Taker—works in a communications command and control centre environment. Their main responsibility is to efficiently coordinate emergency ambulance, intermediate care, and first responder services. EMCs also support the broader communication needs of the Health Service Executive (HSE).

The Emergency Medical Controller (EMC) is referred to as the Emergency Service Controller (ESC) in Dublin Fire Brigade.     

An EMS Controller is trained and employed in emergency medical services control centres.

This role involves two broad aspects of work: 

• Call Taking: Receiving and prioritising emergency medical 999/112 calls to ensure timely and appropriate response.

• Ambulance Dispatch: Assigning the most suitable ambulance to each emergency based on standard guidelines, while optimising the use of ambulance resources within the operational area.

Most commonly reported Work Tasks

• Question callers to determine their locations and the nature of their problems to determine type of response needed.
• Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.
• Record details of calls, dispatches, and messages.
• Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.
• Receive incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information, and after-hours calls for departments within a city.
• Enter, update, and retrieve information from teletype networks and computerised data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles.
• Relay information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification.
• Observe alarm registers and scan maps to determine whether a specific emergency is in the dispatch service area.
• Maintain access to, and security of, highly sensitive materials.
• Monitor various radio frequencies, such as those used by public works departments, school security, and civil defense, to stay apprised of developing situations.

This occupation is typically suited for people with the following Career Interests:

 Creative

Creative people are drawn to careers and activities that enable them to take responsibility for the design, layout or sensory impact of something (visual, auditory etc). They may be atrracted to the traditional artistic pursuits such as painting, sculpture, singing, or music. Or they may show more interest in design activities, such as architecture, animation, or craft areas, such as pottery and ceramics.

Creative people use their personal understanding of people and the world they live in to guide their work. Creative people like to work in unstructured workplaces, enjoy taking risks and prefer a minimum of routine.

 Realist

Realists are usually interested in 'things' - such as buildings, mechanics, equipment, tools, electronics etc. Their primary focus is dealing with these - as in building, fixing, operating or designing them. Involvement in these areas leads to high manual skills, or a fine aptitude for practical design - as found in the various forms of engineering.

Realists like to find practical solutions to problems using tools, technology and skilled work. Realists usually prefer to be active in their work environment, often do most of their work alone, and enjoy taking decisive action with a minimum amount of discussion and paperwork.

 Enterprising

Enterprising people like situations that involve using resources for personal or corporate economic gain. Such people may have an opportunistic frame of mind, and are drawn to commerce, trade and making deals. Some pursue sales and marketing occupations. Many will eventually end up owning their own business, or in management roles in larger organisations. They tend to be very goal-oriented and work best when focused on a target. Some have an entrepreneurial inclination.

Full training is provided to all EMC’s when they join the service and EMC’s complete a specialised certificate as part of the initial 8 weeks training program. This programme also includes a mentoring phase of 4 weeks where the new EMC actively learns to take calls in a live environment guided and overseen by an experienced EMC.

For more information on Education and Training Standards, please visit the website Pre-Hospital Emergency Care Council     (PHECC) website.

Additional information on the profession can be found on the National Ambulance Service     website. 

Training

The Emergency Medical Controller (Emergency Call Taker), or EMC, post is designed to operate in a communications command and control centre environment in order to control efficiently and effectively the emergency ambulance, intermediate care and first responder services for service users and to cater for the communications needs of the Health Service.

Full training is provided to all EMC’s when they join the service and EMC’s complete a specialised certificate as part of the initial 12 weeks training program.   

EMC’s are responsible for the efficient and effective call taking of EMS, ICS and related calls and requests in order to meet service user’s needs in a timely manner and within the framework of policies, procedures and guidelines. The Emergency Medical Controller has a key role in delivering an effective response to emergencies within an established set of performance indicator response times. Additionally, the Emergency Medical Controller will have a key role in the future operation of alternative referral pathways.

The top rate of the current salary scale for an EMC is €49,885 (LSI). The normal hours of attendance are 39 hours per week calculated over a predetermined period of time which involves shift work, EMC’s who work shift patterns receive a shift allowance when applicable. You will be expected to be available for duty outside of the rostered hours as and when the need may arise.  Shift patterns are normally 12 hours in duration. 

Course Duration

The proposed duration of the Call Taker course is 120 hours/4 weeks didactic and 3 weeks supervised work placements of which 2 days should be off-site in alternative learning environments. The proposed duration of the Dispatcher course is 60 hours/2 weeks didactic and 3 weeks supervised work placements of which 2-4 days should be off-site in alternative learning environments.

Course Outcomes

A graduate at the end of a recognised course for EMS Control – Call Taker/Dispatcher will be able to:

1. Demonstrate effective communication skills in their role as an EMS Controller
2. Demonstrate effective use of appropriate technology in their role as an EMS Controller
3. Adopt a professional approach to their practice
4. Demonstrate a commitment to professional development and continuous renewal. 

Assessments and Qualification/ Award

Career Progression

There are a variety of promotional opportunities within the NAS such as Supervisory and Management Positions.

Career Progression Pathway;

• Emergency Medical Controller
• Emergency Medical Dispatcher
• Aeromedical Dispatcher
• Management Pathway
• Control Supervisor
• Control Manager
• Educational Pathway
• There are also opportunities available for education roles.

You can register for alerts on recruitment campaigns along with advertised vacancies: 

Publicjobs

HSE    

Salary Range (thousands per year)* €36k - €51k

Salaries vary based on employer, location, experience, duties, and role.

See HSE pay scales for more details on salary scales. 

Data Source(s):
HSE

Last Updated: July, 2025

Note: The following information relates to occupations that include: Nursing auxiliaries and assistants, Ambulance staff (excluding paramedics), Undertakers, mortuary and crematorium assistants

This information has been derived from the Solas National Skills Bulletin (2024).

Employment levels have grown strongly in this occupation since 2021, resulting in a strong employment growth rate over the period. There was a high volume of online job adverts (Eurostat/CEDEFOP) and posts for healthcare assistants accounted for the largest share of vacancies advertised through DSP Jobs Ireland across all occupations. In addition, there was 2,700 employment permits issued in 2023 and a small number of difficult-to-fill mentions in the Recruitment Agency Survey. The number of healthcare support awards has risen each year for the last three years, reaching 2,329 in 2023, although still well below the 2019 level of 2,771.

Demand for this role does not appear to be abating, with shortages expected to continue in the coming years, particularly given increased demand across the hospital and nursing home sectors for healthcare assistants linked to Ireland’s ageing demographics.

• National Ambulance Service

  • Rivers Building, Tallaght Cross, Tallaght, Dublin 24
  • (01) 4631624
  • [email protected]
  • Click Here

• Health Service Executive (HSE)

  • Dr Steevens' Hospital, Steevens Lane, Dublin, 8
  • 041 685 0300
  • Click Here

• Public Appointments Service

  • Chapter House, 26/30 Abbey Street Upper, Dublin 1, D01 C7W6
  • (01) 858 7400 or Local: 1890 44 9999
  • [email protected]
  • Click Here

• HSE Career Hub

  • Arás Sláinte Chluainín, Manorhamilton, County Leitrim
  • [email protected]
  • Click Here