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April 1st, 2013 
AMBULANCE dispatchers complain of low morale at call centres.
Source: The Courier-Mail
THEY are entrusted with one of the most critical jobs in society but ambulance dispatchers aren’t trusted to feed themselves or drink without spilling.
Call centre workers have been banned from eating lollies at their desks and are being forced to drink only out of “sippy cups”.
The “micro-managing” has sparked claims that workers fear being burnt out as the busy flu season approaches.
Documents showed the man died of a heart attack last year after waiting almost 40 minutes for the right paramedics to arrive after a hungry dispatcher wrongly coded his case as non life-threatening before going on a break. At the same time, a key clinical supervisor was also in the mealroom.
QAS Commissioner Russell Bowles acknowledged there were systemic failures in the case of the man’s death, but said they had been fixed.
But workers say low morale in the communications centres was putting lives at risk.
Dispatchers in southeast Queensland communications centres are not allowed to keep lollies, fresh fruit or other food in their drawers or water bottles or cans of soft drinks on their desks.
United Voice ambulance co-ordinator Jeanette Temperley said it was harming morale for frontline staff.
“It’s been a long-running issue, particularly in the Brisbane comms,” she said.
“They can’t even have a snack, like a muesli bar or anything. They’re definitely micro-managed.”
Australian Paramedics Association president Prebs Sathiaseelan said the Queensland Ambulance Service needed to “deal with real issues” and focus on boosting morale instead of crafting “trivial rules”.
He said dispatchers felt over-monitored and over-scrutinised.
“They’re forgetting the basic principle of what they’re there for – worrying about a can of soft drink or lolly is absolutely trivial,” he said.
One southeast-based dispatcher told The Courier-Mail the rules created a “ridiculous work environment”.
“You can’t have fresh fruit, you can’t have even a lolly,” he said.
“So when your break comes around, we’re very anxious to get out.”
He said the conditions made it harder to concentrate.
A QAS spokesman said the “carefully researched” rules ensured staff remained “focused on their task at hand and to protect vital technology”.
“Staff are allowed to consume fluids during their shift in special containers supplied by the QAS,” he said. “This is to minimise the risk to vital technical equipment.”
Dispatchers get two 30-minute meal breaks and three 15-minute screen breaks per 12-hour shift.
A spokeswoman for Community Safety Minister Jack Dempsey said the minister was too busy to be interviewed on the issue.
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