Emergency Call Center Agent at Novada Health

Emergency call center agents


About Novada Health

Novada Health is a tech-driven Hospital Support Service Provider company based in Abuja, Nigeria. Novada Health is uniquely positioned to fulfill all hospital administrative, clinical, and pharmaceutical needs.



Job Overview

  • Emergency call center agents, also known as 911 dispatchers or emergency medical dispatchers (EMDs), are the first point of contact for individuals experiencing emergencies.
  • They play a critical role in coordinating emergency response by receiving calls, assessing the situation, dispatching appropriate resources, and providing essential pre-arrival instructions to callers in need.



Responsibilities of Emergency call center agents 

  • Answer incoming emergency calls from individuals reporting various situations, such as medical emergencies, fires, crimes, or accidents.
  • Calmly and efficiently gather vital information from callers, including the nature of the emergency, location, and number of individuals involved.
  • Assess the severity of the situation using standardized protocols and decision-making tools.
  • Dispatch appropriate emergency responders based on the nature of the emergency, such as police officers, firefighters, paramedics, or other specialized units.
  • Provide pre-arrival instructions to callers, including basic first aid measures, CPR guidance if certified, and how to secure the scene until help arrives.
  • Maintain clear and accurate documentation of each call, including details of the reported emergency, caller information, dispatched resources, and pre-arrival instructions provided.
  • May offer emotional support and de-escalation techniques to distressed or panicking callers.




Qualifications of Emergency call center agents 

  • A licensed paramedic or equivalent certification in emergency medical services or a related field.
  • Excellent communication and interpersonal skills to effectively gather information from callers, maintain composure under pressure, and provide clear instructions in high-stress situations.
  • Active listening skills to pay close attention to caller details and understand the urgency of the situation.
  • Strong critical thinking and problem-solving skills to quickly assess situations, make sound decisions, and prioritize responses.
  • Ability to work independently while following established protocols and procedures.
  • Emotional resilience to cope with stressful and often traumatic situations.
  • Proficiency in computer skills and the ability to learn and utilize specialized call center software.



Application Closing Date
14th March, 2024.




Method of Application

Interested and qualified candidates should send their CV to: hr@novadahealth.com using the Job Title as the subject of the mail. For instance, “Emergency Call Center Agent”.

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