Bushfire crisis: triple-0 operator says calls worst since Black Saturday
Staff numbers have been ramped up at Victoria’s triple-0 call centres, as an operator reveals they’re facing the worst calls since Black Saturday — including “distressing” pleas from people trapped in homes.
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They’re far from the flames, but Victoria’s triple-0 call operators have been feeling the ongoing heat of the bushfire crisis.
Staff numbers have been significantly ramped up at Burwood East State Emergency Communications Centre in recent weeks to handle the influx of calls from across Victoria.
Its operators have been working with those at the Ballarat communications centre to co-ordinate the state’s responses to emergencies as far away as the fires sweeping northeastern Victoria and East Gippsland.
The past few weeks have undoubtedly been more distressing for staff than other fire seasons, according to assistant team leader Bec Nelson, who’s calling it the worst period since the Black Saturday fires in 2009.
“For me, we haven’t had these types of calls since Black Saturday,” she said.
“They can be quite distressing.”
Call-takers have been dealing with pleas for help from people trapped in their houses by fire.
“A specific one that comes to mind was when there was three families trapped at a house,” she said.
“They’d left it too late to leave.”
But Ms Nelson said she thought a lot of people had learnt from the 2009 tragedies, and were more prepared this time around.
“I think they’re more aware,” she said.
Ms Nelson said while there was still a high volume of triple-0 calls, people seemed to be listening to warnings to evacuate.
Dispatcher Tara Snelling said people were also much more vigilant about reporting any potential signs of fire.
But assistant centre manager Debbie Katansas said a lot of operators had been reporting callers facing emergency who didn’t know their location.
She has advised people — particularly those travelling for holidays — to make sure they are aware of their whereabouts.
“Know where you are,” she said.
Ms Katansas said the number of operators working the bushfire crisis had ramped up considerably in recent weeks.
She said the centre’s staffing situation was cross checked with state emergency warnings every 12 hours.
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Ms Snelling said she received several texts a day asking if she could do extra shifts, to allow for more staff to be on board at once.
Extra emotional support is also on hand for the staff during the distressing time.
Ms Nelson said as tough as the work was, the operators were prepared to come in when needed, aware that it was their busy season.
“The people that work here are the type of people that do care,” she said.
The Victorian Governor Linda Dessau AC visited the centre on Thursday to thank the operators for their work.
“On the TV we see our brave firefighters during these disaster periods — and they are absolutely wonderful in all they do — but of course they are backed by so many people,” she said.
“We’re very, very grateful for (the operators’) work.”