Meet ER24’s Clinical Coordinator

Sonja Tonkin draws on her extensive nursing background to lead clinical governance at ER24’s Contact Centre. She explains her key role in shaping operations and training.

I worked as a professional nurse for seven years in both the public and private sectors. My fondest memories of that time are not of how I helped my patients medically, it’s how I made them feel. The nursing profession offers many options – you can literally end up anywhere in the world. There are so many possibilities, and as cliched as it sounds, you can really make a difference in someone’s life.

When I worked as a nurse in a hospital setting, I spent a lot of time simplifying and explaining medical terminology to patients and families. This skill helps me a great deal in my current role.

Rules and regulations

During my four-year undergraduate degree, I developed a good relationship with a professor at North-West University and eventually had the opportunity to work as her research assistant. Part of my role was to coordinate a rural neonatal education outreach programme. I then completed my Master of Nursing Science before moving to Gauteng with my husband.

After returning to clinical nursing as a high care nurse for a year, I accepted the role as a Specialised Coordinator at ER24’s Contact Centre. In this setting, there are rules and procedures you must follow. My nursing experience is helpful because I’m used to following these kinds of guidelines. As a nurse, you have to think clearly and solve problems, which is also important here.

Universal algorithms

I started as a Specialised Coordinator and gradually moved into my current role as Clinical Coordinator. In this role, I manage the clinical operations in the Contact Centre. This involves overseeing training for the Emergency Resource Officers (EROs) who take calls, the Interfacility Transfer (IFT) agents who arrange patient transfers, the case managers (who are either registered nurses or Advanced Life Support paramedics), and the Support Resource Officers (SROs) who dispatch resources.

I also ensure our non-clinical agents are trained to use ER24’s computer-aided dispatch (CAD) system. Universal algorithms guide them in logging each call accurately and efficiently. For example, if someone has chest pains, we’ll ask if they’re a known cardiac patient and if they have significant risk factors. Or if the patient is pregnant, we need to know if they’re in premature labour.

South African context

I train EROs to ask clinical questions in a simple way that callers can easily understand, helping to get a quick and effective response. When calls are properly assessed, the right level of care is sent out with the appropriate urgency.

However, sometimes the questions aren’t suitable in the South African context. We’re upgrading our system, and one of my tasks is making sure we can adjust the clinical questions to better suit our diverse population. For example, instead of asking if someone can walk unassisted, we might ask if they can walk without help.

From a clinical perspective, I make sure our core systems accurately meet the patient's needs.

I also need to keep abreast of new medical aid scheme rules and new developments in the healthcare field. For example, if the Health Professions Council of South Africa (HPCSA) changes what an Intermediate Life Support medic can or can’t do, I need to make sure the Contact Centre agents are informed, and the system is updated to reflect those changes.

The best part of my role is that there are no limits. I’m lucky to have leadership support that allows me to shape the role however I want - there are no restrictions. I enjoy helping others grow and make a difference, ensuring that everyone who answers a call does so with empathy and compassion.