Fear for 999 call handlers as high numbers quit job

UNION figures have raised fears of burnout in ambulance service call handlers, as figures show rapid staff turnover at North East Ambulance Service (NEAS).

- SAM VOLPE Health Reporter [e-mail]

Figures shared by the union Unison showed one in three NEAS call handlers left their roles in the year to April 2024.

And a year earlier, turnover was 48% - meaning almost half of staff moved on. The union has highlighted the issue nationally, highlighting pressures of the job including a lack of support when it comes to handling “non-stop, often distressing” calls.

The report was published last week to coincide with the union's national conference in Liverpool.

NEAS' staff turnover is the second highest of the UK's 13 ambulance services at 38% over the last three years. The only service with a higher turnover is South East Coast Ambulance Service which saw an average of 85% of staff leave across three years.

In response, NEAS bosses highlighted that the organisation's aim was to ensure staff were “well-suited” to such a demanding role and then that the right support was in place for them.