Empathy from emergency services operators

THE EDITOR, Madam:

I am writing to express my deep displeasure with the service provided by the 119/911 emergency lines, which I found to be lacking in respect, compassion, and professionalism during a personal and traumatic experience in my childhood.

As a child, I witnessed a disturbing incident where my mother’s partner physically assaulted her. In a moment of fear and desperation, I dialled the emergency service number to seek help. However, instead of being heard or assisted, the operator’s first question to me was, “How old are you?” When I told them my age, the response was not concern or guidance, but the abrupt disconnection of the call. No effort was made to understand the gravity of the situation or to offer assistance.

This lack of empathy and disregard for my plea for help was devastating. It hurts deeply to know that the system designed to protect and serve those in need could fail so completely, especially in a situation involving abuse. No child — or anyone — should have to experience such dismissal when seeking help during a crisis.

I urge the relevant authorities to take immediate action to ensure that emergency call operators are properly trained to handle all calls with sensitivity and professionalism, regardless of the caller’s age or circumstances. Every call must be treated seriously, as lives often hang in the balance.

CONCERNED CITIZEN