Funding for Victorian ambulance call-taking staff delayed

Extra call-takers would have been working during Victoria’s ambulance crisis if the state government had not budgeted their recruitment as a “contingency”, industry insiders say.

Funding for an extra 43 Victorian ambulance call-takers was initially budgeted by the Andrews government only as a “contingency”, delaying the recruitment of the crucial staff by up to six months.

The revelation follows reports last week that up to 12 ­people – including four children – have died since October following delays in taking calls for ambulances for them.

Emergency Services Telecommunications Authority insiders have told The Australian the 43 staff would have been trained and working during the period the deaths occurred had the money for their employment been prioritised.

“The government in their wisdom – someone in one of the departments – decided because the ESTA funding model needed to be reviewed, that funding would go into contingency,” one authority insider said.

“That means you can’t go and spend it. That slowed down the recruitment process and puts you automatically six months behind schedule.

“We had the debate with them and they eventually said they’d release it, but by then they’d delayed the recruitment pipeline.”

While all 43 call-takers are now trained and working, Emergency Services Minister Jaclyn Symes last week announced an extra 120 would be hired and begin work between now and mid 2023.

ESTA insiders also highlighted challenges associated with managing relationships with the four unions that cover emergency call-takers in Victoria: United Firefighters Union, Communications Workers Union, United Workers Union and Victorian Ambulance Union.

One insider said the “rigidity” of rostering requirements under the workers’ enterprise bargaining agreements made it almost impossible for ESTA to have the flexibility needed to fill shifts during times of high demand; another said trying to get the four unions to agree to anything was like “trying to keep mice under a blanket”.

The Sunday Herald Sun revealed that under a secret agreement negotiated between ESTA and the unions in December to overcome rostering challenges created by the EBA, call-takers are receiving huge bonuses simply for turning up to work, including double time for all overtime, a 20 per cent loading for working mornings, 15 per cent for night or afternoon shifts, and 12.5 per cent for working during the day.

Under the agreement, in place until July, a call-taker with two years’ experience will receive double pay equating to $63.78 an hour for overtime worked.

Asked why the Andrews government had initially provided only contingency funding for extra call-takers, a government spokeswoman said: “We have given ESTA funding throughout the pandemic to help with extra resources when … needed.”