NSW Ambulance Interstate Dispatch & Call Taker Guidelines
Training guide for NSW Ambulance call takers on managing interstate requests, shared responses, and CAD Response Area protocols for cross-border dispatch.
NSW AMBULANCE
Interstate Requests &
Shared Responses
Call Taker Responsibilities
NSW Ambulance | 2026
SLIDE 2
But in reality…
Different ambulance services
NSW Ambulance
QLD Ambulance
Ambulance Victoria
Each service has its own jurisdiction
CAD SYSTEM
This is where
CAD matters
👉 Response Area
CAD tells you exactly which service responds
Check the Response Area field — every time
RESPONSE AREA
= YOUR DECISION
NOT:
Suburb name
Caller assumption
Guessing
The Response Area field in CAD is the single source of truth
PROCESS
What we always do first
1
Follow ECT
2
Confirm details
3
Send to Pending
4
THEN check Response Area
Always in this order — no shortcuts
Interstate
Response Area
(QLD / VIC)
YOU transfer the job
How to transfer:
Call 000
Request ambulance
Full handover (MIN, priority, risks)
Do not leave the caller unattended during transfer
POST-TRANSFER
After transfer
Document in CAD
Ensure all details are accurate and properly logged according to guidelines.
Notify Supervisor
Immediately inform higher-ups of any irregular operational situations.
Stay on line if needed
Be ready to assist the secondary crew until hand-over is confirmed.
Escalate issues
Promptly address and escalate any roadblocks discovered during the process.
Complete all documentation before closing the job
🚨 NSW–INTERSTATE RESPONSE AREA
DO NOT TRANSFER
Process the call
Document everything
Supervisor decides
NSW Ambulance retains responsibility — the supervisor makes the final call
YOUR ROLE
CAD Responsibilities
Check Response Area
Send to Pending
Use Comments / Notes
Use Notify
These steps apply to every interstate or shared response job
What NOT to do
Avoid these mistakes
Don't delay — act immediately
Time is critical; prioritize rapid response to cross-border emergencies without unnecessary hold-ups.
Don't guess the response area
Always check exact coordinates and verified boundaries in CAD instead of making assumptions.
Don't use suburb name as a guide
Suburb boundaries can be complex and misleading near state lines. Rely on mapped system data.
Don't send to Healthdirect
Interstate and border jobs generally are not suitable for secondary triage referrals.
When in doubt — check CAD, then call your supervisor
👉 If you remember ONE thing:
RESPONSE AREA
TELLS YOU WHAT TO DO
Every interstate call, every time — no exceptions
NSW Ambulance | Call Taker Training
LEFT
Correct!
CAD DECIDES
Move left for correct
Move right for wrong
Get ready to move 👀
RIGHT
Wrong!
NSW Ambulance | 2026
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