Bethany's Journey - Senior Emergency Call Handler

Bethany Garner is a senior emergency call handler who has been with the Trust for six years.

I’ve been with the Trust for six years, and my journey began in the Patient Transport Service (PTS). In that role, I booked transport for patients who needed assistance getting to their hospital appointments. We worked in the same office as the emergency call handlers, and I would listen to them taking 999 calls and saving lives every day. I quickly realised that was where I wanted to be – part of that team, helping people in their moment of need.

Six months later, a secondment opportunity came up for 999 call handling, and I was successful in my application. After completing my training, I stepped into the role – and six years later, I’m still here, doing the job I love.

Working in the control room really opened my eyes to how the ambulance service works. On any given shift, you might deliver a baby, save a life, and sadly, sometimes lose one. The role can be emotionally challenging, but it is also full of joy, pride, and moments that remind you why you’re here. It’s all worth it when you save a life, deliver a healthy baby, or simply provide comfort to someone who needs to know they’re not alone.

Since completing my senior call handler pack, I successfully gained a senior call handler role in February 2025. In this position, I now act up to assist the call handler team leader (CHTL), run the room in their absence, 'floor walk' by supporting colleagues with questions while they’re on the phone, and much, much more.

My advice to anyone joining the Trust is to lean on the people around you. Your colleagues and managers are always there to support you, and we have fantastic wellbeing resources too – from welfare dogs to monthly visits from The Samaritans.

Being part of our team is one of the most rewarding jobs you can do. You’re never alone – there’s always someone ready to help, to support you, or to share both the hard moments and the happy tears.

I’m proud to be part of a team of 'headset heroes,' working together every day to provide care, compassion, and lifesaving help to our patients and support to one another.