Behind the scenes: how ACT Ambulance Service dispatchers keep Canberra covered

When Canberrans call Triple Zero (000), they hear the calm voice of a call taker guiding them through what to do next.  

 

But just behind the scenes, another critical role is already in motion. 

 

For Caillan (CJ), an Emergency Dispatcher with the ACT Ambulance Service (ACTAS), that moment is where real-time coordination begins. 

 

“I’ve been with ACTAS since the start of 2020, so it was a pretty interesting introduction coming in right at the start of COVID,” he says. 

 

Starting as a call taker, CJ progressed through patient transport dispatch before moving into emergency dispatch in 2022. He loves the challenge of the role. 

 

“It’s the best job I’ve ever had. It’s complex, but that’s what makes it so rewarding.” 

 

Inside the ACT Ambulance Communications Centre (ComCen), every emergency call is managed by a team.  

 

Call takers gather critical information from the caller and provide initial emergency advice. Clinicians – experienced paramedics – assess the clinical priority and assist with specialist guidance. 

 

Dispatchers, like CJ, coordinate the ambulance response, while the ComCen Coordinator (CCO) oversees the shift and staff welfare. 

 

CJ says the strength of the system lies in how closely those roles work together. 

 

“You’re never by yourself. You’re really part of a team, and it’s a collective decision,” he explains. 

 

“There’s no unilateral decision-making. You’ve always got that support around you.” 

 

That collaboration becomes even more important during high-pressure moments, where decisions need to be made quickly but with confidence. 

 

At its core, the dispatcher’s role is to ensure the right help gets to the right place as quickly as possible. But CJ is quick to point out it’s far more complex than simply assigning the nearest vehicle. 

 

“It’s not just jobs and cars. There’s a lot more going on behind the scenes,” he says. 

 

Dispatchers are constantly balancing multiple factors at once – from how long a crew has been working, to their clinical skill set, to what other emergencies may be unfolding across Canberra. 

 

“It really is a bit like a chess game,” CJ says. “But the pieces keep moving, so you’ve got to adapt in real time.” 

 

When a call is identified as life-threatening, the priority is clear. 

 

“If it’s a Priority 1, we send the closest, most appropriate resource – straight away,” CJ explains. 

 

For other cases, the decision-making becomes more nuanced. Dispatchers consider travel times, crew resourcing, and the type of care a patient may need. 

 

To support those decisions, dispatchers use a Computer-Aided Dispatch (CAD) system, which provides real-time information on ambulance locations and availability. 

 

Vehicles are equipped with Mobile Data Terminals (MDTs), allowing their movements and status to be tracked on a live map. 

 

“We can see where every crew is, how long they’ve been on a job, or how long they’ve been at hospital,” CJ says. 

 

“It’s a really powerful tool, but it doesn’t make the decision for you – it just supports it.” 

 

That real-time visibility also helps maintain coverage across the ACT – something CJ says is often misunderstood. 

 

“Just because a crew isn’t sitting at a station doesn’t mean there’s no coverage,” he explains. 

 

“If a vehicle is nearby, even if it’s on the road or coming from hospital, that area is still covered. We’re constantly managing that in the background.” 

 

No two shifts are the same in ComCen. Dispatchers begin by taking handover from the previous team, reviewing available crews, outstanding jobs, and any emerging priorities. 

 

“You’re coming in with a snapshot of what’s happening, and then you’ve got to make it work,” CJ says. 

 

A key part of the role is prioritising patients based on clinical need. Urgent cases will always take precedence, even if that means redirecting a crew from another job. 

 

“That’s never something we want to do,” CJ says. “But if a more critical case comes in – for example, someone not breathing – that has to come first.” 

 

At the same time, dispatchers are acutely aware of every patient waiting for help. 

 

“At no point are we unaware of what’s on the board,” he says. “We’re always working to get to everyone as quickly as we can.” 

 

Beyond patient care, dispatchers also play a key role in supporting ambulance crews on the road.  

 

From monitoring how long crews have been working, to responding to duress alarms, CJ says crew welfare is always front of mind. 

 

“You’re constantly making sure they’re safe, supported, and able to do their job effectively.” 

 

That relationship between dispatchers and crews is built on trust. 

 

“They’ve got to trust that we’re making the best decisions for them, and we trust them out on road,” CJ says. 

 

“It’s a really important partnership.” 

 

While much of the work happens out of sight, CJ says there’s a strong sense of purpose across the Communications Centre. 

 

“What everyone in that room is doing is making the best decision they can with the information they have at the time,” he says. 

 

“And that’s always about getting the best outcome for the patient.” 

 

He acknowledges that, at times, demand can exceed available resources – meaning some patients may need to wait. 

 

“It’s not something we ever want,” he says. 

 

“But we are doing everything we can, in that moment, to get a crew to every case as quickly as possible.” 

 

For CJ, it comes back to the shared commitment across the team. 

 

“We care deeply about what we do,” he says. 

 

“We’re always working to clear the board, to get to every job, and to support each other while we do it. And we never forget a case.”