Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Lisa Jarman

Banks,ACT

Summary

Competent Communications Officer, with 11+ years’ experience within the ACT Ambulance Service. Seeking to add value to the position through applying strengths in supporting and leading the ComCen staff in a positive environment, including leading with adaptability through critical response incidents, Monitoring the assigning and coordinating of the operational crewing for the shift, optional use of resources and making informed decisions to meet the needs of the stakeholders requiring ambulance services.

Overview

12
12
years of professional experience

Work History

Acting Comcen Communications Officer (CCO)

ACT Ambulance Service
08.2021 - Current
  • Supervise performance, conduct and welfare of call centre staff
  • Ensuring that all ACTAS policy, procedures and directives are complied with
  • Records are accurately maintained
  • Oversee incoming calls for dispatch of emergency and non-emergency ambulance resources
  • Competently communicate and lead in accordance with ACTAS Leadership Framework
  • Achieving consolidation and swift decision-making during incoming calls, managing cases, ensuring appropriate ambulance dispatch according to situation
  • Successfully implementing and integrating key principles of ACTAS Leadership Framework into everyday leadership practices, fostering culture of excellence within team.

Emergency dispatcher

ACT Ambulance Service
06.2019 - Current
  • To monitor, assign and coordinate emergency service resources to meet requests for assistance from members of public and external agencies
  • These responsibilities collectively ensure prompt, organised, and effective response to emergency requests, optimising use of available resources to meet needs of community and stakeholders.
  • Achievements: Commitment to efficient resource management, ensuring readiness and effectiveness in responding to emergencies while optimising use of available personnel, vehicles, and equipment
  • Effectively categorising emergencies and improving resource allocation accuracy, ultimately enhancing efficiency of emergency services and ensuring quicker response to critical situations
  • Improvement in response efficiency and more synchronised approach to critical situations, enhancing overall emergency service effectiveness.

Non-emergency Dispatcher

ACT Ambulance Service
06.2014 - Current
  • To meet stakeholder requests for transport of patients in timely and efficient manner
  • Promptly and professionally managing incoming calls from allied healthcare, accurately processing routine ambulance bookings, and providing detailed information or support regarding general inquiries about ambulance service operations
    This involves coordinating bookings, verifying necessary details, and ensuring clear communication between healthcare organisation and ambulance service to facilitate smooth and timely arrangements.
  • Effectively allocating available medical transport resources, including ambulances or specialised vehicles, personnel, and equipment, to meet demands efficiently while considering urgency and criticality of each request
  • Ensuring provision of high-quality care during patient transport, emphasising patient safety, comfort, and medical needs while adhering to established protocols and standards, aiming for positive patient experience
  • Achievements: enhancement of operational efficiency, resource optimisation, and stakeholder satisfaction through measures aimed at meeting patient transport requests promptly and effectively.

Call Taker

ACT Ambulance Service
04.2012 - Current
  • Managing incoming calls effectively, assessing nature of call, determining appropriate way to progress t call, and prioritising call accordingly
  • Receiving calls from other allied health care organisations making routine ambulance bookings and general inquiries relating to business of ambulance service
  • This responsibility entails promptly and accurately evaluating incoming calls, understanding nature and urgency of situation, determining required response level, and prioritising calls accordingly based on severity of situation
  • This involves swiftly assessing caller's needs for timely and appropriate action

Education

Best Practice Recruitment and Staff Selection Training course -

2023

First Aid refresher -

CCO training course -

Peer Support Officer training -

Emergency dispatcher -

Mastering Mentoring -

Health and Safety Representative Training -

Mental Health First Aid -

Critical Elements of Customer Service – Fresh Coaching & Training -

AIIMS4 refresher – Hume Training Centre ACT -

Asbestos Awareness - Hume Training Centre ACT -

Secondary call taker ambulance communication (non-emergency dispatch) -

AIIMS – Hume Training Centre ACT -

Certificate III Ambulance communication (call taker) -

Peer Support conference -

01.2023

JACS Supervisor Development Program -

01.2023

Skills

  • Work collaborative with others in busy and fast moving environment
  • Keep up to date with procedures and protocols as required by management
  • Manage workflow and to achieve best outcomes for stakeholders requiring ACTAS
  • Understanding key impacts of decision made in shift

References

Marc Brown, ESA, 0419405694, A/g Assistant Director ComCen Management, marc.brown@act.gov.au Darren Neville, ACTAS, 0417683690, Clinician, darren.neville@act.gov.au

Timeline

Acting Comcen Communications Officer (CCO)

ACT Ambulance Service
08.2021 - Current

Emergency dispatcher

ACT Ambulance Service
06.2019 - Current

Non-emergency Dispatcher

ACT Ambulance Service
06.2014 - Current

Call Taker

ACT Ambulance Service
04.2012 - Current

Best Practice Recruitment and Staff Selection Training course -

First Aid refresher -

CCO training course -

Peer Support Officer training -

Emergency dispatcher -

Mastering Mentoring -

Health and Safety Representative Training -

Mental Health First Aid -

Critical Elements of Customer Service – Fresh Coaching & Training -

AIIMS4 refresher – Hume Training Centre ACT -

Asbestos Awareness - Hume Training Centre ACT -

Secondary call taker ambulance communication (non-emergency dispatch) -

AIIMS – Hume Training Centre ACT -

Certificate III Ambulance communication (call taker) -

Peer Support conference -

JACS Supervisor Development Program -

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