Warnings ignored before deadly triple-0 delays

Authorities were warned about staff shortages and burnout at the state’s triple-0 call service months before deadly delays triggered an investigation.

Authorities were warned about issues at ESTA months before patient deaths sparked an investigation. Picture: Ian Currie

Authorities were warned about major staffing issues, burnout and stress at the state’s triple-0 services months before systemic failures and patient deaths triggered a serious probe.

It comes as the upper house waved through a motion requesting that Victoria’s Auditor General examine operations at the Emergency Services Telecommunications Authority.

A survey of ESTA by Ambulance Employees Australia Victoria in March 2021 highlighted major issues.

In the poll, they were asked to rate the adequacy of staffing levels out of 100, with an average score of 19 and just seven ratings over 50.

ESTA workers also urged for money to be directed towards recruitment drives to take pressure off the struggling system.

“Stop focusing and spending money on “wellbeing” and mental health, no operations staff on the floor want this,” one employee wrote.

“Start spending money where the effect will be really appreciated, ramping up recruitment drives, TV ads for recruitment drives, really give ESTA a brand out in the market … Make our profile as high as Victoria Police and Ambulance Victoria.”

In that same year, the state government awarded a $400,000 contract for a pilot program at ESTA aimed at improving the mental wellbeing of workers.

Opposition emergency services spokesman Brad Battin said this funding should have been used to hire more employees before serious problems triggered a probe late in 2021.

“Instead of spending money on programs staff don’t want, this funding should be used to hire more emergency call takers to help Victorians in need,” he said.

“It’s unacceptable that desperate Victorians are facing 15 minute triple-zero wait times.

“We don’t need more reviews, but more resources to get this system working.

“Victoria will never recover and rebuild while our emergency hotline is in disarray.”

Former top cop Graham Ashton is leading an independent review of ESTA’s capability after reports two people suffering cardiac arrests died while waiting for triple-0 calls to be answered.

Victoria’s ambulance union has also called for the number of call takers to double.

In the 2021-22 financial year, ESTA has recruited 43 full-time staff in various roles, including 13 new call-taking positions and 16 ambulance dispatchers.

“We understand anyone who has to wait to get emergency help through triple-0 would be very distressed – any delays are unacceptable,” a state government spokeswoman said.

“We’ve taken steps to reduce call times immediately at ESTA, including extra funding for more than 40 additional call takers, dispatchers and mental health support staff, and for extra shifts for its existing workforce.”

On Wednesday, the Opposition was successful in moving a motion requesting that the Victorian Auditor-General’s Office examine ESTA’s operations and its interaction with Ambulance Victoria.

It passed the upper house without needing a division.

Originally published as Warnings ignored before deadly triple-0 delays