Golden retriever the perfect antidote for stressed and abused ambulance call centre staff
NSW Ambulance triple-0 call centre operators have a stressful job where they are sworn at by callers every day. Thankfully they have found an adorable way to de-stress abuse. SEE INSIDE CALL CENTRE + HEAR ABUSIVE CALLS
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SHE’S a lifesaver to those helping save lives across the state.
NSW Ambulance triple-0 call takers, screamed and sworn at every day by callers, have a new way to de-stress from the relentless abuse.
Two-year-old golden retriever Honey Bear has been one of a number of therapy dogs visiting staff at the Sydney Control Centre in inner-west Eveleigh.
The weekly pats and cuddles, part of a pilot program, has been so effective in lifting morale, a full-time dog will now be recruited.
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The new four-legged team member is part of a push to help call takers who cop abuse — even threats on their life — from angry and frustrated callers to the emergency hotline.
NSW Ambulance acting assistant commissioner Tony Gately said “disgusting” behaviour would be reported to the police.
“Enough is enough,” he told The Sunday Telegraph.
“We want it to stop and we want people to understand that it’s about respect.
“It’s not just somebody dropping the F-bomb, we’ve had call takers who have been threatened and had the most deplorable, violent and sexualised language used against them, simply for trying to do a job which helps people.”
During a recent triple-0 call taken by a Sydney emergency staffer, the caller said: “I just got some silly bitch before that wouldn’t listen, now you don’t listen.
“What’s wrong with you people.
“I feel like I could f … ing die because you’re too stupid to listen.”
Sydney Control Centre assistant Lachlan House said the abuse was constant.
“On a daily basis, you will be abused in some way in this room,” Mr House, a call taker for more than four years, said.
“I have been threatened with physical violence, sexual violence as well, and then you get the fairly common and regular abuse — you know, ‘you’re effing useless’, ‘you piece of whatever’.
“It’s hard not to take it personally, particularly when you’re taking calls, one after another, constantly, throughout a night shift or a day shift.”
Mr House said the PAWS dog was a welcome sight each week, helping “melt the stress away” from the calls, which come in every 28 seconds.
“If you’re having a really horrible day and the pup comes in, you can just sit and stop thinking about what’s expected of you,” he said.
Sydney Control Centre manager Maxine Puustinen said she has been liaising with Guide Dogs Australia on recruiting the right dog for the high-stress environment.
“We need a dog that’s trained,” she said.
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“It will be one of their dogs who hasn’t passed the Guide Dogs.
“We brought the dog in originally due to a tragedy that happened in the control centre with one of our staff to try to support the staff and they enjoyed it so much, we’ve continued it on.”
Ms Puustinen said the animals have been of “great benefit” to the call takers.
“It’s a really good opportunity for them to just break their concentration for a few minutes and have some comfort with a dog sitting next to them and have a pat with the dog or a cuddle with the dog,” she said.
“It’s just something very different and out of the routine of the environment that they work in.”
Dispatcher and former call taker Mikara Regan said she “schedules” in the dog visit.
“It’s just purity in quite a stressful environment,” she said. “It’s awesome — I’m such a fan.”
Call takers are not permitted to end triple-0 calls, even when they are being abused.
In recent years, NSW Ambulance has boosted help for its 180 call takers, providing extra counsellors and chaplaincy support.
Mr Gately said NSW Ambulance Commissioner Dominic Morgan, a former call taker, has been driving the wellbeing changes.
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It follows his unprecedented video apology to staff last month, acknowledging the organisation had failed to protect those suffering from trauma and mental health problems.
“We’re exploring other things to minimise the effects of this abuse and how best we can manage it,” Mr Gately said.
Mr House added: “They are making a real effort to make sure that we are OK.
“I mean obviously there is a lot of support for paramedics on the road because they do see a lot of terrible things but I think more often than not, they’re starting to realise the call takers are also affected.”
Originally published as Golden retriever the perfect antidote for stressed and abused ambulance call centre staff
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