Covid vaccine Victoria: Hotline chaos for Pfizer bookings in Melbourne

Victorians trying to get a Covid vaccine are being frustrated by phone booking failures and lengthy delays with public servants urged to help out.

Victorians rushing to get a Covid vaccine have faced frustrating delays on phone booking systems and long lines at hubs.

People aged over 40 are now eligible for the Pfizer jab but must book.

But those calling the hotline are being warned of lengthy wait times, getting an engaged tone or simply being hung up on by the automated computer system.

A glitch is also stifling people trying to use the federal government’s eligibility checker.

The website portal on Friday morning is advising people in the age group that they’re not yet eligible for the Pfizer jab in Victoria.

The state’s public servants are now being called upon to man phones in the overwhelmed call centre.

The line at the Royal Exhibition Building on Friday. Picture: David Crosling

The Herald Sun has seen an email Department of Premier and Cabinet secretary Jeremi Moule sent to staff, saying the COVID-19 Public Health Contact Centre needed extra people “to support the contact centre in answering calls from the public and to support the COVID-19 response”.

“The contact centre provides advice on restrictions, vaccination information and other public inquiries,” he said.

“The Department of Health urgently requires VPS (Victorian Public Sector) employees, including fixed-term employees, to assist with managing this increased demand, from Friday 28 May for up to two weeks.

“Hours will vary. The call centre operates seven days a week, 7am to 10pm.

“Training will be provided for all staff and this work will be based from home.”

Mr Moule urged workers to put their hand up to help.

“Our colleagues at the Department of Health urgently require staff for these roles, and I ask you to genuinely consider your ability to help and to discuss this with your manager,” he said.

The phone hotline received more than 77,000 calls in just 15 minutes on Thursday with more resources now promised to keep up.

But authorities have urged people to persevere.

“I would say if you are one of those tens of thousands of Victorians calling in at any one time, please, if you cannot get through, I’m sorry but if you could possibly call back in the afternoon,” Deputy Chief Health Officer Professor Ben Cowie said.

“We commit to vaccinating every single Victorian who wants to be vaccinated in the coming weeks.”

Acting Premier James Merlino rolls up his sleeve for a vaccine on Friday.

They revealed there had been 350 people working on vaccination bookings but that had been increased to 550.

Prof Cowie said he would like to expand the vaccine capacity.

“I would like to see eligibility expanded as soon as we have the capacity to do so.

“Not everyone will be vaccinated today and not everyone will be able to be vaccinated next week, but our health services … are continuing to expand the vaccination workforce.”

Acting Premier James Merlino arrived at the Royal Exhibition Building just after midday for his vaccination.

He was met by health officials who escorted him inside, allowing him to skip the queue.

Mr Merlino, who is 48, became eligible for the Pfizer vaccine after he announced on Thursday anyone aged 40 to 49 would be able to receive the jab.

Mr Merlino said he hoped his vaccination would send a “strong message” to locked down Victorians and provide a vote of public confidence amid the delayed vaccine rollout.

“Given I’m in that age category, I’ll be getting my vaccination today (Friday) and sending a strong message that as soon as you are eligible, please organise a booking and get vaccinated,” he said.

“This is our best and fastest way out of this pandemic.”

Queues on Friday morning snaked around the building for hundreds of metres.

Jason Coonan, 48, waited in line for 30 minutes before he was told the Pfizer vaccine was by appointment only.

“It’s a bit frustrating, I was on the phone last night and this morning but couldn’t make an appointment. The line was busy,” he said.

Mr Coonan said he had no hesitancy about receiving a vaccine.

“Despite the logistical problems this is the way we get back to some sense of normality.”

Friends Laly and Marion lined up for their shot together.

Kosta Dimitrakis, 44, was happy to get his vaccination. Picture: David Caird

Laly said she had been hesitant about receiving the AstraZeneca vaccine until she spoke to friends.

“Very trusted friends of mine got it and I trust their judgment so that made it easy,” she said.

Brighton couple Kosta and Sophie Dimitrakis, who care for elderly relatives, waited about 1 ½ hours to get the jab.

They shared photos with parents of their two children’s schoolfriends to encourage them to get the vaccine as well.

“There was no hesitation,’’ Mr Dimitrakis, 44, said.

“We need to become a vaccinated country for herd immunity.

“I don’t think the country is as informed as it should be.

“This is a wake up. Let’s get vaccinated because the quarantine program will not sustain it.

“We need to take responsibility to get vaccinated to protect our children. We are in a Lucky Country.”

Ms Dimitrakis, 42, said: “It’s great. It didn’t hurt.”

Older couple Rob and Lorraine Pierce said they only lined up for five minutes for their appointment AstraZeneca vaccination.

“We made the appointment yesterday and it was brilliant - once we got through,” Mr Pierce said.

“It was run really well, they ran us through all the risks,” Ms Pierce said.

“There were more questions than my last year of school,” Mr Pierce joked.