Unsung Heroes at Netcare 911's Emergency Operations Centre

Photo Cred: Netcare | Supplied

Dedicated women at Netcare 911’s Emergency Operations Centre serve as beacons of hope, providing expert care and guidance during life’s most challenging moments. These are the stories of Netcare 911’s unsung heroes!

Johannesburg, South Africa (10 August 2023) – In the bustling heart of Netcare 911’s Emergency Operations Centre (EOC), an extraordinary team of multilingual individuals stands as the first ray of hope for callers in dire need of urgent medical assistance.

In this dynamic and high-pressure setting, it’s the women who are often at the forefront, embodying the skills and compassion that define the heart of this remarkable endeavour.

The EOC, a lifeline for those in distress, fields calls from anxious children whispering, “There’s something wrong with Mommy,” to panicked individuals caught in the midst of emergencies.

Sister Ayanda Mkhulisi, a registered nurse and case manager at Netcare 911, recounts these poignant moments, saying, “You can hear how scared they are. We become the lifeline for kids when their parents face medical crises, offering solace until the ambulance arrives.”

Selinah Gauwe, an inbound resource coordinator at the EOC, adds, “This role requires a heart full of compassion and respect. People reach out to us during their most vulnerable times, and we are here to help them navigate those moments.”

With every call, the EOC’s mission is singular: to save lives and to infuse a glimmer of hope into callers’ darkest hours. Whether it’s the emergency hotline (082 911) or the Netcare app’s emergency button, each connection is answered by an EOC coordinator trained in basic life support. In a synchronized symphony, while the coordinator collects vital details, the behind-the-scenes magic unfurls as individuals like Gauwe meticulously select the nearest emergency care vehicle to swiftly respond.

Sister Mkhulisi, the nurse on duty, brings her nursing expertise to the front line.

“We guide callers through first aid steps in life-threatening situations, providing a bridge of support until the ambulance arrives. We stay composed, even as our human side feels the intensity. I sometimes wish I could be there in person, offering immediate help.”

And then there’s the marvel of technology. In these times, the EOC can virtually link to callers’ phones, remotely assessing and guiding medical emergencies until professional help reaches the scene.

Within the EOC’s bustling tempo, a pause room offers a sanctuary for regrouping, while a dedicated weekly visit from a social worker ensures the team’s emotional well-being. Zita van Zyl, deputy head of Netcare 911’s EOC, highlights the fusion of technology and compassion driving emergency medical services forward. Virtual consultations enable the EOC to guide callers through life-saving procedures, including CPR, via video calls.

The EOC is a tapestry of languages, with calls answered in all South African dialects and a growing array of international languages. A tale is shared where even a helicopter emergency services pilot lent a reassuring voice to a caller communicating in a European language.

The advent of technology also aids precise responses. The Netcare App’s emergency call and geolocation features ensure accurate, swift assistance, even in remote areas or when callers can’t provide a precise address.

As the EOC challenges the stereotype of a male-dominated field, the team of front-line agents answering inbound calls is predominantly comprised of women. The landscape of emergency services is shifting, and more women are entering advanced life support programs, sparking a new era of inclusivity.

Zita van Zyl’s personal journey encapsulates this transformation. She transitioned from engineering to emergency medical services after a personal emergency exposed her desire to make a more direct impact.

“The possibilities of helping people from a different angle lured me to the EOC. We’re in a constant state of innovation, striving to offer the best support during emergencies. Our dedicated staff form the bedrock of our care,” she emphasizes.

For Gauwe, the pull of healthcare was innate. From nursing dolls to fulfilling a role that offers solace to countless lives, her journey speaks of commitment and passion.

“Emergency medical services are challenging but so rewarding. We become hope when it’s needed the most. Day and night, we’re here to help, and that’s why I’m in love with EMS,” Gauwe concludes, echoing the sentiments of a team dedicated to guiding hope through life’s emergencies.