Bethany's Journey - Emergency Call Handler

Bethany Garner is an emergency call handler who has been with the Trust for five years.

I started my journey with EEAST in the patient transport service (PTS) where I would book transport for patients who needed assistance getting to their hospital appointments. We were based in the same office as the emergency call handlers, and I would hear them taking calls and saving lives every day and I realised I wanted to do that role in the ambulance service.

Six months later, a secondment came up for 999 call handling and I was successful in my application. From there, I went through my training and five years later, I’m still doing the job I love every day!

Working in the control room and taking 999 calls really opened my eyes to how the ambulance service works - you’ll deliver babies, save lives and maybe loose some (sometimes all in one shift). The job can be upsetting and mentally challenging, but it is also joyful, happy and full of amazing people who care about patients. It’s all worth it when you save a life, deliver a healthy baby or are there listen to someone in their time of need. You’ll speak to all ages and have to learn to adapt to those who are angry, sad, happy or rude.

I have now developed and completed my senior call handler pack, which means I can step up and help call handlers with any questions when the team leader and/or senior is out of the room. I also help to mentor new starters through their period of mentoring until their final assessment. I’m hoping to progress onto a senior role within the control room, or even move over to the frontline soon.

My advice to anyone joining the Trust is to use the people you have around you – they will be there for you. Talk to your managers and colleagues and use the resources you have – we have very cute welfare dogs and The Samaritans also come in and visit monthly.

Being part of our team is the most rewarding job and you have to remember you are never alone. There are always people around to help you, always people there for support and always someone there when you need a shoulder to cry on, whether that’s sad or happy tears.

I’m proud of the care and compassion we strive to provide to each patient and colleagues and to be part of a team of ‘headset heroes’ who work together to save lives every day.