Assistant Chief Superintendent Rebecca Wood, deputy director of the southern control centre, said the nature of these calls varied from life-threatening conditions right down to stubbed toes.

“Call-takers are the first step in the patient journey – they are the first point of contact for a distressed mother, worried bystander or anxious patients,” she said.

Read more: Gracie offers comfort to the Illawarra team taking gut-wrenching triple-zero calls

“They’re there to reassure the callers, triage them and get the right care for them. It’s quite a stressful job and quite confronting at times – you never know what is on the end of the phone.”

Too often call-takers cop abuse, but Supt Wood said they understand that emotions are running high for callers.

“For those who have never rung for an ambulance it can be frustrating, they don’t understand the rationale behind the questions,” she said.

“It’s important for them to always reassure these callers that they’re not delaying help, they’re just trying to determine the most appropriate response.”

Panicked bystander: “I don’t know where I am. There has been an accident. There are two people trapped, a baby is hurt. Two people are conscious but I think the baby is gone … help me.”

Distraught father: “Help me, my daughter is in the bath, she is not breathing we are doing CPR ... help me.”

Distressed and crying 13-year-old: “Help me, I have been an idiot, my little sister is here I am freaking out. I put petrol on myself and lit it … help me, please get here.”

Terrified mother-to-be: “Please be quick … I think I am having a baby. Help me, I am only 23 weeks with twins. I am petrified. It’s too early.”