Teleworking for emergency call-takers

The demands of the last year saw the rise of telehealth and teleworking. Many people, who had never before considered the possibility, were introduced to the concept of the remote office. The same can be said for emergency call-takers. As the importance of social distancing and quarantine became clear during the COVID-19 pandemic, many emergency call centres were presented with a unique challenge: how to continue to provide continuity of high-level service with the risk that call-takers would be unable to attend work? To address this, we saw the implementation of remote emergency call-taking.