Triple Zero Dispatchers Rely on Pen and Paper in Extended System Outage
In a challenging situation for Victoria’s emergency response, Triple Zero dispatchers encountered significant delays due to a system outage early on a Wednesday morning. The incident, which began at 12:30 AM and lasted approximately until 4:00 AM, was attributed to a failure in the back-up power system at the Burwood centre.
Details of the Outage
The outage led to disruptions in emergency calls, with one anonymous call taker reporting that around a dozen calls faced delays. These delays ranged from a few minutes to more than ten minutes. The Victorian Ambulance Union secretary, Danny Hill, noted that some calls experienced connection delays of up to 20 minutes.
Manual Operations During the Outage
During the outage, call takers were compelled to revert to manual processes. They recorded incident information on paper, which was then relayed to dispatchers for case assignments. Hill criticized this approach, highlighting its inefficiency and the potential for negatively impacting service delivery.
Official Remarks
Officials from Triple Zero Victoria refrained from commenting on the specific delays encountered by the public. A spokesperson stated that existing back-up measures were implemented to reduce community impact while they worked to restore normal operations. Investigations into the source of the power failure are ongoing.
Emergency Services Minister Vicki Ward expressed concern about the failure of the back-up power system. “We don’t know why it didn’t activate, and we are investigating that,” she stated. Meanwhile, sources indicated that the power disruption resulted from an issue with the uninterruptible power supply at the Burwood centre.
Current Status and Future Plans
Despite the outage, Ambulance Victoria’s Chief Executive Jordan Emery reported that there were no specific patient safety incidents linked to the disruption. As service attempts to modernize its operations, a new computer-aided dispatch system, known as OnCallCAD, is in development. The current system has a history of reliability issues, suggesting that further outages could occur in the future.
Challenges Facing Triple Zero Victoria
- Increased workload for dispatchers during the outage led to staff recalls in the middle of the night.
- Concerns raised over funding cuts to critical support roles within the organization.
- Call for clearer governmental accountability regarding operational management.
Premier Jacinta Allan has requested further details, while opposition spokesperson Danny O’Brien labeled the system failure a serious issue needing thorough explanation. Telstra, the telecommunications provider, stated that it worked closely with Triple Zero Victoria to facilitate call transfers but did not provide comments on reported delays.
Triple Zero Victoria is under scrutiny as it faces pressures from within and outside the organization, leading to vital discussions about improving the emergency response system in Victoria.
