Welcome to The Room, where children and young people can get information about the Welsh Ambulance Service.

Control & Communications

Control & Communications
The control and communications team are an important part of the Ambulance service as they answer calls from people who have rung 999 for an ambulance.  During the call they may ask lots of questions to decide what care/treatment you need. If urgent help is needed, they will send an ambulance or a Rapid Response Vehicle (RRV) and will tell you what to do until help arrives. If your call is not urgent, they may pass your call to a nurse adviser at NHS Direct Wales for an assessment. They also take calls from hospitals requesting emergency or urgent transfer of patients to other hospitals who need care/treatment during the journey

Patient Care Service Control staff also arrange transport for patients to and from hospital appointments.

To become a member of the control and communications team you need to:

  • Be 18 or over
  • Have a good standard of education to GCSE level – a minimum 5 GCSE
  • Excellent keyboard skills
  • Excellent communication skills

You must also:

- be caring and considerate
- be honest
- be willing to work shifts
- have excellent keyboard skills
- have excellent communication skills

You will be trained either in a classroom or on the job at the contact centre and will learn how to use the telephone switchboard, radio communications and other equipment.

As you will be answering emergency calls, your training will also include first aid; the work of Emergency ambulance crews; prioritising calls using a system called Medical Priority Dispatch System which also include providing telephone advice to callers.