Barcelona City Council | Capital humà

Operators of emergency services attend calls from people in emergency situations through telephones such as 112 (Emergency telephone number), 061 (CatSalut Respon) or 016 (Attention to victims of gender-based violence). These professionals activate the emergency plan and watch over the good management of emergencies through the coordination of the different operating bodies, agencies and institutions involved in the resolution. They are part of a team whose purpose is the people safety and well-being and the prevention and minimization of negative effects that may arise in an emergency.

These professionals work by explaining complex procedures over the phone and offering life-saving advice, for example, to guide someone doing CPR or attending a childbirth. For this reason, operators of emergency services must react quickly to crisis situations and take the initiative when necessary. They must inspire confidence in the people assisted and offer them adequate psychological assistance. Confidentiality is essential in this work setting.

• Take calls from people in emergency situations.
• Quickly obtain the maximum information in order to identify the situation and the pertinent management that should be carried out.
• Summon and quickly mobilize the most appropriate teams in the resolution (operating bodies, agencies or institutions involved).
• Electronically record essential information such as the exact location and details of the situation.
• It may be necessary to keep the person on the phone until the teams arrive to the location. In this case, they advise and emotionally accompany the person in order to foster the calm until the teams arrive.

Regulated training and graduates

• Grau: Psicologia
• Professional Training Course(s) in the field of Security and Environment - Advanced Level: Education and environmental control
• Professional Training Course(s) in the field of Healthcare - Intermediate Level: Auxiliary Nursing Care
• Professional Training Course(s) in the field of Healthcare - Intermediate Level: Health emergencies
• Certificat de Professionalitat de la Família professional de Seguretat i Medi ambient: Teleoperacions d'atenció, gestió i coordinació d'emergències (Nivell 3)
• Certificat de Professionalitat de la Família professional de Sanitat: Atenció sanitària a múltiples víctimes i catàstrofes (Nivell 2)

Complementary training

Empathy: Level 2

Self-confidence: Level 2

Self-control: Level 1

Customer orientation: Level 2

Analytical thought: Level 2

Customer service

Direct and personal interaction with people and relating to the public are highly-motivating activities for individuals who have an interest in the field of customer service. A focus on people and on satisfying customers' needs is key in the occupations included in this field. These jobs entail the need to know suitable techniques for attending to the public and being able to give appropriate service that is tailored to their needs and expectations. Good examples are activities which offer assistance and guidance during functions, trips or at facilities, and those which provide advice in relation to products and services.

Safety

Those who prefer to work in the field of security enjoy carrying out duties of protection, security and surveillance of individuals, goods, data or information. Activities such as protecting people who work with an entity and their staff in order to prevent offences and crimes, as well participating in processes that investigate criminal activity are examples of the professional tasks that comprise this field. Knowing the laws that are applicable in the field or professional context within which this task takes place is key when carrying out these kinds of activities.

Expert in development and marketing of domotic and inmotic products

Dependent people carer

Commercial conflict mediator

Employment training course trainer

Administrator

• Work hours

  Full-time, with some night shifts.

• Salary

  From 13,300 to 16,600 euros per annum gross depending on experience, regardless of overtime.