Last month, for the first time ever, NSW Ambulance call taker classes were given another level of support and guidance which had never previously been offered in the course.
That support came in the form of Paramedic Superintendent Annie Corbett, Zone Manager – Sydney Control Centre.
Annie, who has held roles within the organisation as both a clinician and manager during her 25-year career in NSW Ambulance, was brought on board to support Control Centre Induction Class CT2104A & CT2104B as an Operational Mentor.
Her role was in addition to a team of six educators overseeing the two classes, including A/Communications Educator Bronwyn Frost – who herself was new to teaching the course.
While Bronwyn’s focus was on educating aspects of the day-to-day role and understanding of the relevant computer systems, Annie’s task was to offer additional support and advice on operational matters they can expect to be confronted with and learn while on the job.
Annie said this may include work instructions, accommodation, logistics, how to get through the shift, eTime, Provident Fund, work-life balance, vaccinations, where to get help, uniform requirements and more.
“We’ve got a very unique way of how things are done, which may potentially be very foreign to a lot of students,” Annie said.
“There are a lot of rules and instructions to ensure the safety of our patients, our staff and the organisation. It is about trying to provide the students with as much information as possible to support their new role with a new organisation/department and to ensure their transition from classroom to centre to be a very smooth journey that provides them with a supportive environment and positive experience in Control Centres.
“It’s about how to look after our patients and callers, given the emotional element involved in these calls. It’s also important to understand the organisation structures, knowing what resources are available to them and how they can get help or information when required.
“It certainly gets very busy and quite intense in a live Control Centre environment, and it’s important to make our new Control Centre recruits feel welcome and part of the team rather than just have them feel like somebody who answers a Triple 000 call.”
Annie said it was a rewarding opportunity to see the organisation’s new generation of call takers progress during the course.
“It is an honour to see someone come in, brand new from the street, and then see them develop over the next five weeks of the course and progress to their newfound role in the Control Centre. I am grateful and felt very privileged to be able to provide the support and guidance to our new team members to ensure their journey be as enjoyable, fun and rewarding as mine was right from the start,” Annie said.
Similarly, Bronwyn revelled at the opportunity to help educate the students, who have since been given placements at one of the four control centres.
“Unfortunately for them this was my first time in this position so they had to put up with me,” she joked.
“They were a very eclectic mix of students.
“We had a chef to people who have worked in corrective services, while some were aged in their 40s and others in their early 20s.
“But all of these people will bring unique skills to their role as call takers.”