One call can change everything: Meet the team supporting the frontline  

St John team members  can  now receive a follow up call in real time from a Wellbeing Operations Support Officer after challenging or traumatic events.  

The new roles  bring  qualified  mental health professionals into the State Control Centre seven days a week, between 8am to 6pm to support front line team members and call takers.  

The role allows the St John WA to shift from a reactive model to a preventative system with early detection.  

This new role is designed to provide real time support to call takers and frontline team members who have been exposed to traumatic or emotionally draining events.

The team also supports when incidents requiring a police response are reported.  

“While on shift we  monitor caseloads and the types of jobs our team are going to, and we aim to follow up with as many people as possible across the whole state,” Taylah-Ann Bowman, Wellbeing Operations Support Officer, said.

“We call team members while on shift as events unfold and offer first-hand support for team members.” 

The overarching  objective  of the WOSO roles is to shift from a reactive,  post‑incident  model to a preventative,  systems‑based approach with early detection, continuous  improvement  and clear governance, making wellbeing a core operational control.  

“The Wellbeing Operations  Support Officers enhance clinical capability to support early intervention and reduce cumulative trauma,” Janice Wong, Manager – Psychology & Wellbeing Services said.

“We know that early intervention and relationship-building is a key factor in team members accessing support and having our team embedded in daily operations allows for real time decision making and a chance to prioritise critical incidents including  violence and aggression events.” 

Lana Cream, Wellbeing Operations Support Officer, said: “We’re physically in the room to support call takers in the moment and available to support crews on road in real time.

“We work with team members to connect people to the wider Psychology and Wellbeing Services team and be a pathway to further support services.” 

The Wellbeing Operations Support Officer program is strengthening support across St John WA by providing real-time, on-the-ground wellbeing assistance, improving visibility of emerging  needs and connecting our people to the right pathways sooner.

With stronger relationships across the State Control Centre, frontline teams, leaders and even university students, the Psychology and Wellbeing Services team are already seeing more team members reach out, greater use of wellbeing supports and a clear shift toward early intervention. 

The Psychology and Wellbeing Services (PAWS) team provide St John team members, and their families support and wellbeing guidance, training and education recognising the important but heavy role frontline team members experience working in Triple Zero (000) ambulance.

PAWS also provide connections and pathways to external psychological support services.