Summary
Overview
Work History
Education
Skills
Certification
Timeline
SoftwareEngineer

Phumzile Ndlovu

Kempton Park

Summary

Adept at streamlining emergency response protocols, I significantly enhanced public safety and reduced response times at Netcare. My expertise in digital documentation and basic life support, coupled with exceptional interpersonal communication, fosters teamwork and continuous learning. Achieved a notable increase in dispatch accuracy, underscoring my problem-solving and time management.

Overview

29
29
years of professional experience
1
1
Certification
1
1
Language

Work History

Outbound Manager

Netcare
01.2022 - Current
  • Streamlined recordkeeping processes by transitioning to digital documentation and archiving systems.
  • Improved interdepartmental communication by collaborating with police, fire, and EMS departments on joint initiatives.
  • Spearheaded recruitment efforts to attract diverse talent for open positions within the communications center.
  • Fostered an environment that emphasized teamwork, cooperation, and excellence in service delivery among employees.
  • Enhanced overall public safety by developing and implementing policies that promoted efficient response to emergency calls and critical incidents.
  • Developed and maintained policies and procedures to ensure compliance with regulatory standards.
  • Conducted ongoing quality assurance reviews to identify areas of improvement in call handling protocols.
  • Established a culture of continuous learning through professional development opportunities for staff members.
  • Managed budgets effectively by monitoring expenditures closely and identifying cost-saving measures where appropriate.
  • Maintained up-to-date knowledge of industry best practices by attending conferences, workshops, and training sessions regularly.
  • Increased accuracy in dispatching resources with the implementation of a computer-aided dispatch system.
  • Reduced employee turnover by implementing comprehensive training programs for new hires.
  • Ensured timely resolution of technical issues by coordinating with IT support staff on hardware and software maintenance.
  • Coordinated resource allocation during large-scale events or disasters, ensuring efficient utilization of available assets.
  • Enhanced response times by streamlining call-taking procedures and prioritizing emergency situations.
  • Cultivated strong working relationships with external agencies such as local hospitals, utilities providers, and transportation services for seamless coordination during emergencies.
  • Oversaw scheduling and staffing needs for a 24/7 operation, optimizing coverage during peak hours.
  • Boosted team morale through regular performance evaluations and constructive feedback sessions.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Assisted callers in emergency situations with appropriate information and support.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
  • Reduced risks and emergency response issues by observing public safety field units.
  • Automated document flow by ensuring logbooks and accident, and emergency reports were maintained with 100% accuracy.

Senior Critical Care Co-ordinator

Netcare EOC
01.2016 - 12.2021
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
  • Activation of Helicopter and fixed wing flight
  • Acted as a resource for clinical staff, providing guidance on insurance requirements and authorization protocols
  • Reduced processing times by effectively managing a high volume of authorizations
  • Supported clinical staff by providing timely updates on the status of prior authorizations for various services.
  • Collaborated with healthcare providers to obtain necessary documentation for prior authorization requests.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes
  • Processed invoices and payments for dispatched orders to provide proof of payment
  • Reduced response times to emergency situations, coordinating effectively with multiple agencies.
  • Improved dispatch system efficiency with implementation of new scheduling software.
  • Maintained high levels of confidentiality and discretion with sensitive information.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Answered phone calls and responded to customer emails.

Case Manager- Service Provider

Netcare
01.2015 - 05.2015
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements
  • Educated service providers how to comply make informed decisions about their patient care
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
  • Developed and implemented comprehensive case management plans to address client needs and goals

Project Coordinator

Netcare
03.2011 - 12.2014
  • Kept projects on schedule by managing deadlines and adjusting workflows
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments
  • Maintained accurate documentation of all projects
  • Prepared meeting agendas and minutes for distribution and record keeping.
  • Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
  • Tracked hours and expenses to keep project on task and within budgetary parameters.
  • Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
  • Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
  • Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
  • Assisted with onboarding newly hired staff members and coached on task prioritization.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Photocopied, distributed and emailed documents to project managers.

911 Dispatcher

Netcare
01.2000 - 02.2011
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • Followed established protocols for professional handling of emergency situations.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Provided on-the-job training and coaching to develop new dispatchers.
  • Read system maps and caller information, and documented details in system.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Answered calls from automatic routing system and took basic information from callers.
  • Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Reduced call abandonment rates by implementing more efficient call-handling procedures.
  • Improved response times with accurate call assessment and clear communication to first responders.
  • Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
  • Consistently met or exceeded departmental standards for call handling time, contributing to an optimized emergency response system.

911 Operator

Benoni Emergency Services
01.1999 - 12.1999
  • Maintained accurate records of all emergency calls, ensuring proper documentation for future reference and analysis.
  • Handled sensitive situations with tact and discretion, maintaining confidentiality as required by law and departmental policies.
  • Supported fellow operators during peak call periods, ensuring seamless service delivery to all callers in need of assistance.
  • Streamlined call-handling procedures by identifying areas for improvement and implementing necessary changes.
  • Maintained a calm, professional demeanor in high-stress situations, providing reassurance to callers while efficiently addressing their needs.
  • Provided life-saving assistance through timely delivery of pre-arrival instructions to callers in medical emergencies.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Assisted callers in emergency situations with appropriate information and support.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.

Ambulance Assistance

Benoni Emergency Services
06.1996 - 12.1998
  • Enhanced patient care by providing assistance to patient treating them and transporting them to hospital.
  • Provided basic life support interventions, such as airway management and oxygen administration, contributing to improved patient outcomes during emergency situations.
  • Facilitating organ and plasma transplant
  • Stayed calm, collected and logical during stressful moments to identify and implement solutions.
  • Acted as a resource for clinical staff, providing guidance on insurance requirements and authorization protocols
  • Reduced processing times by effectively managing a high volume of authorizations
  • Prevented delays in care delivery by proactively identifying potential issues during the pre-authorization process
  • Collaborated with healthcare providers to obtain necessary documentation for prior authorization requests.
  • Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
  • Communicated with patients about pain, comfort, and needs during transportation and preliminary medical care.
  • Conducted thorough assessments of patient conditions, utilizing critical thinking skills to determine optimal courses of action.
  • Provided emotional support to distressed patients during high-stress situations, fostering trust between the team and those receiving care.
  • Assisted paramedics in advanced procedures, contributing to successful treatment outcomes for patients.
  • Removed victims from vehicles or scene of accident or catastrophe and assisted in transfer to receiving facilities.
  • Assisted with equipment inventory checks and restocking supplies as needed, guaranteeing that all necessary tools were readily available for efficient response times.
  • Administered prescribed medications and treatments under the supervision of paramedics, effectively managing various medical conditions.
  • Documented accurate patient care reports, maintaining comprehensive records for future reference by healthcare professionals.
  • Performed CPR on unresponsive patients, increasing survival rates in critical situations.
  • Participated in ongoing training sessions and workshops, staying up-to-date on best practices in emergency medical care.
  • Prepared patients for transport by securing them appropriately using stretchers or other immobilization devices when necessary.
  • Monitored vital signs continuously throughout transport

Education

Economics Management (1 Module To Be Completed) - Business Management

Unisa
Pretoria

Bachelor In Ministry 2009-2013 - Management

CFC International Bible School
Boksburg
11.2013

Basic Ambulance Assistance Certificate - Registered With HPCSA

Emergency Services College
Benoni
11.1996

Matric Certificate -

Hulwazi High School
Daveyton
11.1995

Skills

Information intake

Certification

Management certificate

Timeline

Management certificate

12-2023

Outbound Manager

Netcare
01.2022 - Current

Senior Critical Care Co-ordinator

Netcare EOC
01.2016 - 12.2021

Case Manager- Service Provider

Netcare
01.2015 - 05.2015

Project Coordinator

Netcare
03.2011 - 12.2014

911 Dispatcher

Netcare
01.2000 - 02.2011

911 Operator

Benoni Emergency Services
01.1999 - 12.1999

Ambulance Assistance

Benoni Emergency Services
06.1996 - 12.1998

Economics Management (1 Module To Be Completed) - Business Management

Unisa

Bachelor In Ministry 2009-2013 - Management

CFC International Bible School

Basic Ambulance Assistance Certificate - Registered With HPCSA

Emergency Services College

Matric Certificate -

Hulwazi High School

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Phumzile Ndlovu