Describe your role in a few sentences.

We talk people through some of the hardest/scariest moments of their lives, arranging to get them the help they need and providing instructions over the phone to help care for the patient before our medics can get on scene. Everything from CPR to traumatic bleeding control and even childbirth.

What is the hardest part of your job?

Not getting closure. We take a tough call; the paramedics arrive on scene and then we disconnect with the caller. The majority of the time, we never find out what happened.

What is the most rewarding part of your job?

Knowing that we help people. Life is hard enough. If someone is calling 911 and we can help make their situation just a bit better, then it's all worth it.

How do you keep your mental health in check?

Having a good support system, exercise, good nutrition and trying to balance my personal and professional life ― making time for things that make me happy. There is still a lot of stigma around mental health. It has taken a lot for me to realize that it's "okay to not be okay" and that I have people in my life I can reach out to.

What qualities does it take to succeed in your role?

Empathy, compassion, communication skills, multitasking and the ability to make split-second, accurate decisions in situations were time can be critical. Also, the ability to separate yourself from the calls you take, which is easier said than done. We may have to take a really tough call, then disconnect and end up on another really hard call a few minutes later. We need to be able to give our best to every person who calls.

Pandemic Experience

What is one positive thing that has happened during the pandemic for you?

It has made me realize how important some things are that I have been taking for granted. Time with family, time in nature and taking time to enjoy the simple things.

What’s the biggest lesson you’ve learned through the pandemic?

Live life one day at a time. Focus on the present and do the best you can. Then tomorrow, get up and try to do a bit better.

What has the pandemic taught you about yourself?

I can get through anything. I knew when I started this career it would probably be tough. I had no idea just how tough it would actually be, mentally and emotionally. Yet, it is nine years later, and I'm still here. I never thought I would be able to handle some of the calls I've been involved in, let alone work through a global pandemic.