Six Months as a Triple Zero Call-Taker: How It Transformed My Heart and Perspective on Humanity | Bunny Banyai

In 2023, I spent six months as an ambulance call-taker at Triple Zero Victoria, previously known as the Emergency Services Telecommunications Authority. I was curious about the job, knowing how a calm voice can ease someone’s worst moments. My experience taught me that every call matters, and I learned a lot about emergency situations, like recognizing the sound of struggling breaths or knowing how to respond to heart attacks and childbirth complications.

Now, when I feel anxious about a health issue, I recall the protocols I followed and usually realize that it’s not an emergency. I can remind myself, “It’s okay.”

But my time there changed me in ways I didn’t expect. I found my optimism wavering and grew more guarded about the suffering I heard about every day. Dealing with addiction, crime, and mental health crises was tough. It’s easy to stay positive when you aren’t facing the darker side of humanity daily.

During my training, a police dispatcher offered some blunt advice: “You can’t do this job for too long, or you’ll become a shell of your former self.” His words stuck with me. Call-takers face numerous emergencies every shift. While doctors and nurses usually spend longer on each case, our calls sometimes ended in just a few minutes, making the pace relentless.

I found myself craving moments of joy amid the heaviness.

As a new recruit, I was at the front of the call queue, receiving cases back-to-back. In just half an hour, I could handle a stroke case, a suicide attempt, an overdose, and another medical emergency. The job pushed me to build a thick skin, but it blurred the line between taking care of myself and disconnecting from my feelings.

To combat burnout, we took breaks every 90 minutes. I thought this was excessive until I experienced my first shift. I often spent my breaks walking by a nearby lake, dodging aggressive birds. Their antics felt like a metaphor for my chaotic work life.

The physical demands of the job surprised me. Even though I sat at a desk, each call sent waves of adrenaline through me. I often felt stressed in my stomach and chest. One night, after a particularly intense shift, I experienced a dizzy spell. A team leader called in a paramedic to check on me, which felt like an overreaction but was a comforting reminder that someone cared.

For every part of the job I loved, like successfully dispatching an ambulance or calming a distressed caller, there were drawbacks too. The scrutiny and pressure were relentless. I found myself longing for laughter, always trying to share a smile with coworkers to lighten the mood.

Some callers were persistent, dialing 300 times a day. We couldn’t dismiss any call as a potential prank; every one could genuinely need help, so we had to treat each call seriously. Despite what many think, I didn’t leave because of a tough call. It was mainly due to low pay and challenging hours.

On busy holidays or scorching summer days, I feel grateful I’m no longer in that role, yet I have immense respect for those still answering the phones. During the pandemic, Triple Zero Victoria faced significant challenges with staffing shortages, and many lives were impacted.

My experience as a call-taker hasn’t changed me forever, but it has deepened my appreciation for the dedication of those who work on the front lines every day.