A recent report by Unison reveals that 27% of control room staff in ambulance services across Britain have quit over the past three years due to the high-pressure nature of their roles.
Many call handlers feel overwhelmed, unsupported, and unable to assist patients in life-or-death emergencies, with some quitting within a year of starting the job.
According to Unison, call handlers average 33 sick days per year between 2021/22 and 2024/25, significantly higher than the four days average taken by workers in the UK overall.
Unison’s report highlights that the demand for care, which increased during Covid, has remained high, while ambulance handover delays outside hospitals have worsened.
In March, control room staff in England, Scotland, and Wales answered over 700,000 calls, equating to more than 22,000 calls per day.
Christina McAnea, Unison’s general secretary, stated that the conditions faced by 999 control room staff are not accurately represented in TV programs.
Unison’s report attributes stress, burnout, and fatigue among call handlers to relentless exposure to traumatic incidents, verbal abuse, long shifts, and low pay.
Call handlers share their experiences of handling multiple traumatic calls and the lack of support for dealing with the emotional and psychological impact of their jobs.
Unison obtained data from 11 of the UK’s 13 NHS regional ambulance services and found that some call handlers take extended periods off sick due to stress and trauma.
Secamb, in particular, had the highest average of days off sick taken by its call handlers, with 80% leaving during 2023/24.
NHS England recognizes the vital role of call handlers in the urgent and emergency care system and acknowledges the need to provide better support, including more flexible working options.
In the UK and Ireland, Samaritans can be contacted on freephone 116 123, or email jo@samaritans.org or jo@samaritans.ie. Youth suicide charity Papyrus can be reached on 0800 068 4141 or email pat@papyrus-uk.org. In the US, you can call or text the National Suicide Prevention Lifeline on 988, chat on 988lifeline.org, or text HOME to 741741. In Australia, Lifeline is 13 11 14. Other international helplines can be found at befrienders.org.
