THE hidden heroes who answer Triple-0 phone calls at the NSW Ambulance control room are like one "big family", but for Aaron and Teegan Smith the bond is just that.
The father-daughter duo from the Hunter Region have taken very different career paths to end up working side-by-side in the emergency services.
"We all work as one big family here," Teegan, 26, said.
"We're the first port of call when someone is in the most traumatic moment of their life. We can make that moment better by supporting them through it and we all work together here at the control room.
"Working with my dad though is quite exciting, I guess."
The pair spoke with Newcastle Herald as part of International Control Room Week, which highlights the important work of those people behind-the-scenes in the emergency services.
Teegan had always had an interest in working for NSW Ambulance, as her dad had been part of the road crew for more than 20 years.
"It was something I wanted to continue with in the family and give back to the community," she said.
"I decided to come into dispatch and be part of a different role. There is a lot more to the service then just the paramedics you see out on the road."
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The team at dispatch have the time-critical job of getting all of the information - including location, incident and medical condition - from a person who is often in a highly stressful and unfamiliar situation.
"You never know what you are going to get," she said.
"Some jobs are more traumatic in injury and then you get the abuse too.
"There is a distinct difference between someone who is stressed or anxious and someone who is angry.
"We know that it feels like time is going so slowly when you're on the phone, but we are here to help."
Of course there are many good days on the job too. Teegan has helped deliver seven babies over the phone.
"There is not much I haven't heard or done now," she laughed.
This year Aaron decided it was time to leave the road crew and retrain for the control room.
"Teegan has encouraged me to give it a go, she really is my inspiration," he said.
The training has already made him more aware of the stress and pressure the call takes are under on a daily basis.
"I know from experience how important it is that the call takers get the relevant information so that paramedics can find you. I am really proud that Teegan has chosen this job and even though I am currently scrambling like it is my first day of kinder, I am looking forward to working with her."
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