“If I look after myself, I know I can look after others.”

Marilyn Telecommunicators Week MHS West
Marilyn Allison, Communications Superintendent, Medavie Health Services West

Describe your role in a few sentences.

Most people don’t understand what an emergency medical dispatcher does. I explain that we answer 911 calls and dispatch the ambulances for about 40 EMS services throughout one-third of our province (Saskatchewan) and the demographics of the area we serve. We look after the patient and the callers in many ways. There are so many life-saving instructions that we can give before EMS arrives ― on delivering babies, performing CPR and administering medications. Most importantly, we offer emotional support with just the tone of our voice.

What is the hardest part of your job?

Knowing that you have the knowledge and protocols to assist, but an emotional caller may not be able to answer questions or comprehend instructions.

What is the most rewarding part of your job?

When the caller/patient takes the time to say “thank you” during what might be the worst day of their life.

How do you keep your mental health in check?

Family support, yoga, travel, gardening, etc.

Tell us something interesting about you?

I just built a chicken coop for my new chickens.

What qualities does it take to succeed in your role?

Patience, good listener, humour, confidence, professionalism, integrity, and being a team player.

How do you see your role evolving in the future?

There is going to be a shift in Emergency Medical Services (EMS) ― from sending ambulances lights and sirens, to sending care that enables the patient to be treated and stay in their own home. This will change the mindset of the deployment specialist.

Pandemic Experience

How has the pandemic affected you professionally and personally?

Professionally, the year has been difficult trying to keep up with the ever-changing protocols and the increase of calls, many of which are quite serious. It is also difficult to keep your co-workers motivated when you know they can face similar challenges.

On a personal note, I have strong family support, which is huge for me. However, some of them live out of province so I have been unable to see them. I also love to travel and this is one of the things I most look forward to. The pandemic stopped me in my tracks. Home has always been my safe place, but this is more apparent to me than ever.

What has been the biggest challenge it has caused you?

Trying to keep up with the policies and procedure changes, taking extra classes and staying healthy and safe while at work. It is difficult to stay on top of everything.

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

It has made me look at my own thoughts and actions. I see the world differently now.

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

Everybody has a story. We all have to be kind, patient, less critical and stop judging.

What changes have you seen in your role as the result of the pandemic? How will this affect your work moving forward?

Increased responsibility and increased workload. Maintaining a calm, professional and caring environment for the team that I work with. Looking at the future of this role, there are many lessons that can be learned and many qualities I was happy to have to get through this. There will be a day when we talk about the pandemic and say, “Remember when … ?“

What has the pandemic taught you about yourself?

That I can only give so much. I too need to take time for myself to refill my tank. If I look after myself, I know I can look after others.


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Medavie is a health company that oversees Medavie Blue Cross and Medavie Health Services. Together, we’re bringing Canadians better health and access to care.