An emergency call handler has written a poem to his colleagues across the world in a bid to highlight abusive calls they receive.
Thomas Valentine, 21, from Falkirk takes calls for the Scottish Ambulance Service and is trying to make people understand that he is there to help in a time of crisis.
In the short poem, Thomas speaks about the kind of calls he and his colleagues deal with on a day-to-day basis.
"I enter the room, I set up my desk, I log in to the systems, I go ready and wonder what the first call to present to my phone will be," the poem reads.
"It’s the beep in my ear and I prepare myself for what I’m about to hear. - 'he’s been stabbed', 'she’s hanging', 'the baby’s out', 'he’s having chest pains', 'they’ve jumped', 'my baby’s choking', 'he’s on fire', 'she’s drowning' … Is just some of the things I hear throughout the year.
"No matter what I hear, I’ll stay calm and I’ll help you out with what’s possibly the worst day of your year.
"I do cry with you, it’s just you do not hear it, but trust me my colleagues see it. I am the one who works days, nights, weekends and public holidays.
"I am the one who is awake at night available to help when you’ve woken to something all gone wrong.
"I am a son, daughter, brother, sister, mother or father. I am in this job through choice, but it’s you I do this job for.
"I’ll be here when you need me and I’ll be here when you don’t. The room is never empty and the calls never stop.
"Once I’ve hung up, I was just a voice, but I’ll never forget what I’ve just heard in my ear.
"Answer, talk, help and hang up is what I do throughout my career.
"Who am I…I’m an emergency call handler."
Earlier this week, he took to social media saying: "This weekend on shift, I've been subject to personal abuse on numerous occasions by members of the public!
"Abuse towards emergency call handlers and road crews as well as any other emergency service personnel isn't acceptable!"
The Scottish Ambulance Service added: "Please be respectful when calling 999. Abuse of our staff is never acceptable."
