Every day, my brother, an Ambulance Calltaker in Australia, returns from his job with a heavy heart, recounting stories of verbal abuse hurled at him by distressed callers. In what should be a role focussed on providing calm and assistance, he often faces hostility: one caller viciously insulted him, while another issued a terrifying threat. These incidents are not isolated, as he’s confronted with no less than five such stories each day, each taking a toll on his wellbeing and performance.

Our emergency call operators provide an indispensable service, facilitating connections to life-saving assistance. They are often dealing with individuals in moments of severe distress and vulnerability, and while stressful situations can lead to heightened emotions, this does not justify the abuse faced by those dedicating their time to assist in emergencies.

The alarming trend of hostility towards Emergency Services Operators has been steadily increasing. According to a recent survey, by the paramedic and emergency service union, of emergency service personnel, 78% reported experiencing verbal abuse at least once a shift. Yet, due to existing protocols, they are unable to disconnect from abusive callers, leaving them vulnerable and trapped in these confrontational exchanges.

We urge the Australian Department of Health and Human Services to implement policy changes that protect calltakers. There must be clear protocols allowing them to disengage from abusive calls to safeguard their mental health and ensure respectful interactions. Training programs for calltakers in handling aggressive communications should be strengthened and expanded, coupled with counselling services to support their emotional well-being.

In parallel, a public awareness campaign should be launched, educating citizens on the importance of maintaining civil interaction with emergency operators. The campaign should aim to transform the public’s understanding of emergency call etiquette, fostering respect and highlighting the critical role these operators play in crises.

This situation demands immediate attention. We call upon politicians, health service leaders, and citizens alike to stand together in action to protect those dedicating their lives to help others. It’s time to enforce zero tolerance on abuse, ensuring our calltakers can perform their vital role without fear or oppression.

Please sign this petition and demand safer working conditions for Australia’s emergency calltakers. Every signature is a step towards creating a work environment where they can operate safely and efficiently, without the added burden of abuse. Let’s make a change today.