Summary
Overview
Work History
Education
Skills
Training
References
Timeline
Generic

Nicole Tucker

Lochinvar

Summary

To successfully help people from all walks of life in emergency situations seek the best possible outcomes through the implementation and in accordance with the Ambulance Service protocols and policies. Knowledgeable Communications Team Leader who can lead teams with focus on achieving goals and improving processes by utilising problem-solving skills and communication skills to drive success.

Overview

23
23
years of professional experience

Work History

Communication Control Assistant / Communications Team Leader

NSW Ambulance
05.2021 - Current
  • Company Overview: Northern Control Centre NSW
  • Leading and engaging a team of CCA’s
  • Monitor queues in accordance with the CC Pulse Management and Maintenance of GoS ensuring priority is given to emergency calls and incoming telephone calls are answered in accordance with the Services telephone procedure
  • Monitor KPI’s as related to the position and report outcomes to Senior Management
  • Appraise the performance of team members and assist with coaching and feedback to ensure organisational and professional development objectives are achieved
  • Answer enquiries from other health care providers and members of the public, NSW Ambulance employees and other emergency service organisations
  • Ensure the SCCO is advised of difficult or problematic incidents in accordance with Standard Response and Notification and escalation procedures as required
  • Remain conversant with all Work Instructions, Operational Alerts and other staff notices and supervise the implementation of such notices
  • Ensure that prompt attention is given to staff when called upon for assistance or guidance, with particular attention to the accuracy and documentation and information
  • Identifying potential high risk calls and instances where call takers may have taken a particularly challenging call or may be losing focus
  • The CTL monitors the welfare of Team Members and offers support when necessary
  • Management skills are utilised to guide CCA;s on the correct procedures and behaviours that are required to perform their duties at a high standard
  • Receive and progress emergency phone calls
  • Provide 1st aid and reassurance to the NSW community
  • Strong communication skills
  • Able to manage compassion, respect and understanding in any situation
  • Professional and empathetic approach
  • Committed to providing customer centric approach
  • Demonstrate high level of professionalism at all times
  • Represent the service in an honest, ethical and professional way
  • Ability to comply with legislation, policies and guidelines
  • Ability to use multiple programs at a single time to assist the public
  • Confident typist
  • Northern Control Centre NSW

Administration Officer Level 3

Bathurst Health Service
01.2009 - 11.2020
  • To Provide high quality administrative and excellent customer service to the public
  • Responsible for telephone enquiries and reception duties
  • Accurately retrieve and update patient information
  • Fully conversant and compliant with the NSW Ministry of Health and District Confidentiality and Release of information policies and Privacy legislation
  • Liase with Ambulance Officers regarding patient information upon emergency arrival
  • Attend front desk of the Emergency Department for patient enquires, relative enquiries, directing patient and relatives within the Emergency Department and to other wards
  • Pre-register and fully register patients on eMR FirstNet
  • Search iPM for patient MRN and ensure all details are correct and update as per current Patient Registration Guidelines
  • Assist in revenue generation for the Hospital, through the above identification of patients’ financial classification
  • Transfer and discharge patients
  • Process of admissions for all patients
  • Assist with relevant mentoring and training for other members of staff
  • Effectively communicate and liaise with all Emergency Department staff
  • After hours switchboard operations and responsibilities for whole of Hospital
  • Administrative responsibilities for regional and remote hospital services

Communications Assistant

NSW Ambulance
01.2002 - 01.2007
  • Company Overview: Sydney Operation Centre
  • All incoming telephone calls are promptly answered and accurately recorded
  • Liaising with the public to initiate emergency service when required
  • Control the call and obtain accurate location and contact details
  • Identify nature of problem requiring attention and document all other required information
  • Provide first aid advice using the Medical Priority Despatch in a timely and accurate manner
  • Work in a team environment with time constraints and quality controls
  • Ensuring times and procedures are adhered to
  • Communicate with all parties through the use of alternative means such as facsimile, electronic booking system and two-way radio
  • Apply effective telephone techniques to identify and interpret caller requests
  • Assist with relevant mentoring and training for other members of staff
  • Liaising with medical staff and health service when transport services requested
  • Sydney Operation Centre
  • Provided advice and coaching to a mother to provide CPR on her son who had stopped breathing (2006) The family wrote to the Ambulance Service twice to give their thanks
  • Voice of LIFE…Live it Save it! Ambulance Service of NSW an inhouse program directed at the elderly through Probus and nursing homes promoting health awareness

Education

Certificate MPDS - Emergency Medical Dispatch

International Academy of Emergency Dispatch
05.2021

Certificate III in Ambulance Communications - Emergency Medical Call Taking

NSW Ambulance
05.2021

Customer Service is Everyone’s Business -

TAFE Plus
03.2016

CPR Qualified -

Bathurst Hospital
01.2009

First Aid Certificate -

St Johns Ambulance
Bowral, NSW
01.2002

Skills

  • Excellent communication skills
  • Ability to think clearly
  • Ability to organise and prioritise workload
  • Discretion
  • Diplomacy
  • Interpersonal skills
  • Strong telephone techniques
  • Accurately obtain and record information
  • Highly experienced use of facsimile
  • Electronic booking systems
  • Two-way radio
  • High competency in iPM
  • High competency in eMR
  • High competency in inToll Stream Solutions
  • High competency in My Health Learning program
  • Computer literacy
  • Ability to work independently
  • Ability to work as a team member
  • Ability to remain calm in stressful situations
  • High degree of confidentiality

Training

  • Mandatory CPR Training, Bathurst Hospital Clinical Nurse Educator, 01/01/22
  • HETI (My Health Learning e-learning system for NSW Health staff), 11/01/12 - Present
  • Customer Service is Everyone’s Business, TAFE Plus Statement Course Bathurst TAFE, 03/24/16
  • Mandatory NSW Ambulance Call taker requirements
  • Mandatory Janison training requirements
  • My health Learning - Empowering Teams
  • Teamwork – Personality and Flexible Team Interactions
  • Building Effective Teams
  • Teamwork – Team Development Stages

References

  • Alison Parker, Nurse Unit Manager, Emergency Department, Howick St, Bathurst, NSW, 0413 250 311, 6330 5289
  • Dr Pavan Phanindra, Director of Medicine, Emergency Department, Howick St, Bathurst, NSW, 6330 5291, 6330 5704
  • Heather Rochefort, Quality Support Coordinator, NSW Ambulance Service, Sydney Operations Centre, Everleigh, 0418 697 810

Timeline

Communication Control Assistant / Communications Team Leader

NSW Ambulance
05.2021 - Current

Administration Officer Level 3

Bathurst Health Service
01.2009 - 11.2020

Communications Assistant

NSW Ambulance
01.2002 - 01.2007

CPR Qualified -

Bathurst Hospital

First Aid Certificate -

St Johns Ambulance

Certificate MPDS - Emergency Medical Dispatch

International Academy of Emergency Dispatch

Certificate III in Ambulance Communications - Emergency Medical Call Taking

NSW Ambulance

Customer Service is Everyone’s Business -

TAFE Plus

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Nicole Tucker