Sibongile Mabena

• Assessed, prioritised, and coordinated response to high-volume life-threatening emergency calls per shift, ensuring accurate triage and rapid deployment of EMS resources.
• Dispatched and coordinated multiple emergency units simultaneously while maintaining situational awareness across active incidents.
• Ensured accurate and legally compliant incident documentation for operational review and medico-legal requirements.
• Supervised and supported control room agents, monitored real-time performance, and provided operational guidance during high-pressure incidents.
• Assisted with workforce scheduling and resource allocation to maintain optimal coverage and response times.
• Acted as escalation point for complex or critical incidents requiring senior decision-making.

• Received and processed life-threatening emergency calls from the public, accurately verifying caller information under pressure.
• Applied structured questioning techniques to assess incident severity and urgency.
• Routed calls to appropriate emergency services in accordance with standard operating procedures.
• Captured accurate incident details using emergency call logging systems.
• Maintained professional and calm communication with distressed callers.

• Managed high-volume emergency and assistance calls, accurately gathering critical information and prioritising cases.
• Coordinated with emergency responders, medical providers, and internal teams to ensure timely and effective response.
• Delivered calm, professional customer service while adhering to strict protocols, escalation procedures, and SLAs in high-pressure situations.