Annette's Journey - Emergency Call Handler

Annette Clark is an emergency call handler who has been with the Trust for 16 years.

I joined the Trust in 2009, after I had taken a little time out of work to explore a new chapter in my life and travel. It was during this time that I decided I wanted to take on a new career, doing something that would give me a great sense of purpose, with the opportunity to give back to the community and work for a positive organisation.

That’s when I decided to become an emergency call handler. The training was full on, but it's amazing how much you learn, and the structure means you are very well supported. You are also with fellow 'newbies' so it's a shared experience. I felt really challenged but I was excited by what I could achieve.

I have now been a call handler for 16 years and I have had the best time. No two days are the same; there are always new things to learn, and you experience so many different situations. It feels good to spend your time helping people in such tough times, often very unexpectedly. You truly are holding their hands and guiding them through.

In turn I also work with a lot of interesting and diverse people. You spend many hours together and everyone really understands the nature of the work and the pressures that can come with it. There is a great sense of team within the room.

The shift pattern is unusual for most but common within the emergency services, with days and night shifts, mostly 12 hours, covering weekends and the holiday seasons. For me this has created a fantastic work life balance, my time off is the envy of most of my friends and my partner.

I have made some fantastic friendships over the years! There's a real focus on wellbeing, we have a welfare wagon which comes by with delicious snacks and offers an ear of support. We have GoodDogs who visit and always bring a smile and the opportunity for a furry hug! There are also many inclusive social events, which you can join in with, as much or as little as you fancy.

I have decided to remain a call handler, and I think I always will be. Our work is acknowledged and celebrated, we hold EOC award events and it's genuinely nice when you get a chance to celebrate the achievements of your colleagues, especially as it's often with a cuppa and cake!

Over the years I have been awarded a stork pin which you get for delivering a baby, a pin for survival of a cardiac arrest out of hospital. Most recently I achieved the diamond award for high compliant audits and emergency medical dispatcher of the year. This has been more than I ever dreamt of when I first began!

There is a wealth of opportunity to develop into various roles including dispatch, educating, auditing, leadership and moving out and onto the road as an emergency care assistant or paramedic... I know many who have and love it!

So, if you're looking for a rewarding career, come join us and start a new adventure.