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Praise for call taker’s handling of 999 call

15 December 2010

A South East Coast Ambulance Service NHS Trust call taker has been praised by her manger for the way she handled a challenging 999 call.

Ceris Clarke (27) who works at the Kent control centre in Coxheath, took a 999 call from a Deaf person, seeking help for his mother who was potentially suffering from a potential heart attack or stroke.

Ceris from Bromely, who had only completed her training three weeks prior to taking the call, communicated with the caller through a Text Talk service.

She said: “It was a very challenging call as the caller was obviously very concerned for his mother’s welfare and there were a number of questions which I needed to ask, through the ‘Text Talk operator, to ensure we got the right care to his mother.”

Throughout the lengthy call, Ceris was supported by her manager Roseanne Harvey.

She said: “As you can imagine trying to establish what was happening and then relaying instructions via the Text Talk operator is a very daunting call for anyone in this job but Ceris, who has only been with us for a short time, remained calm at all times, doing her best to assist the caller with his ill mother.”

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