When people call 999, they are often experiencing one of the most stressful moments of their lives. They need a steady voice at the end of the line to give them reassurance and support.
For Sam, an Emergency Medical Advisor (EMA) in our Emergency Operations Centre, that’s all part of a day's work.
Sam and his colleagues answer thousands of 999 calls every day. What callers won't know when Sam answers the phone is that he is partially sighted.
Thanks to specialist assistive technology, workplace adaptations and a supportive team, Sam is able to do his job to the same standard and efficiency as every other EMA in the room.
Sam joined EMAS in January 2026. He has Stargardt's disease, a form of juvenile macular degeneration which causes the gradual loss of central vision.
"I started losing my sight when I was nine," Sam explains. "It causes a blind spot in the middle of my vision, which makes detailed tasks like reading a book a challenge. Most people associate this type of vision loss with elderly people, but it can affect much younger people too."
Before joining EMAS, Sam attended the Royal National College for the Blind (RNC) in Hereford. As well as studying a range of academic subjects, he also learned how to use assistive technology to support both his studies and everyday life.
Now he’s using those skills every day in his role at EMAS.
The right support to do the job well
Like all new recruits, Sam completed six weeks of intensive training and assessments before he began taking live 999 calls. Sam did all of his assessments digitally, which allowed him to use ZoomText and other accessibility software. Training materials, including workbooks, were also made available in digital formats.
Sam’s been working with his managers to customise systems and processes to meet his needs. This means there is no variation between the service Sam provides to a person calling 999 – the only difference is the way he accesses the systems and information he needs.
Sam’s call-taking software is displayed with a black background and yellow cursor to improve visibility. He uses Zoomtext (screen magnification and reading software) to view clinical triage tools, dispatch software, and other materials he needs to do his job. He receives 999 calls via a digital interface on a laptop rather than using a desktop phone like his colleagues – using a laptop allows him to fully customise the display and use screen magnification.
For Sam, these adjustments ensure he can do his job safely and effectively.
"Every adaptation that's been made is about enabling me to do a good job for patients.”
"If I get a call about a cardiac arrest, every second counts. Being one second slower than everyone else just because I have a visual impairment isn't good enough. I need to be able to work at the same pace and level as everyone else in the room. These adaptations mean I can do that.”
Ability, purpose and pride
Sam has been taking live 999 calls since March.
All EMAs regularly have their calls audited to ensure they are meeting the correct standards of patient care. Sam has passed more than one audit with a score of 100%, and he proudly wears his achievement pin badge on his uniform alongside a badge for the Royal National College for the Blind.
During a single shift in the Emergency Operations Centre, Sam and his colleagues answer thousands of 999 calls between them. The calls are wide ranging. With every call he takes, Sam needs to be clear, calm, and reassuring.
Sam explains: “We speak to people at a time when they’re usually very stressed, anxious, and upset. It could be a call from a patient themselves or from a family member or a stranger who’s trying to help. It’s our job to try to keep the caller as calm as possible so we can get the information we need. I’m really proud to be that calm voice at the end of the line.”
The voice at the end of the phone
One of the many 999 calls Sam takes during his shift is from a young woman experiencing vomiting and bleeding. Working with a computer-based clinical triage tool called NHS Pathways, Sam asks the caller questions that help the software to identify key symptoms. Based on the answers, NHS Pathways identifies that the patient could be experiencing clinical shock. Sam arranges for an emergency ambulance and tells the caller that a clinician from our Clinical Assessment Hub may contact them to get an update on their condition.
The next call is from a carer who has found her elderly client collapsed on the floor. Sam quickly and carefully works through a series of questions to find out more about the patient’s condition, quickly logging the answers. He asks questions that relate to speech, pain, obvious injuries and weakness in their limbs. The information Sam gathers on the phone helps to ensure the patient gets the most appropriate emergency response.
Later in the shift, Sam takes a Category 1 (life-threatening) call. From the description given by the caller, it’s possible that a patient is experiencing a seizure. Sam quickly logs the essential information he needs from the caller. While an ambulance crew travels to the scene on blue lights, Sam stays on the line. He clearly and calmly gives advice to help keep the patient safe, including loosening tight clothing and removing items nearby that could injure them.
While he continues speaking to the caller, Sam can hear the ambulance siren approaching the scene – he knows help is seconds away. He stays on the line until the crew is by the patient’s side. He can finish the call knowing that the patient is receiving the care that they need.
Sam reflects that moments like these make the job so rewarding.
"You never know who you're going to get on the other end of the line, and that makes every day different and interesting. It could be that the advice you give will save their life or prevent them from further harm or injury.”
"There are calls we get every day, such as chest pain or falls, but there's never a day where you don't hear or learn something new. Every person and every situation is different.”
Supporting independence
Away from work, Sam is supported by his assistance dog, Arnold, to live independently.
Arnold accompanies Sam to work every day, ensuring he reaches his destination safely. Once they get to Sam’s desk, Arnold switches from assistance dog to regular dog – usually sleeping under Sam’s desk while Sam answers 999 calls from members of the public.
"Arnold doesn't do much work while he’s here – he just sleeps!"
"But day to day, Arnold helps keep me safe. My condition means I can miss the smaller details in my environment. When I’m outside, I might miss a step, a parked car or a lamppost. Arnold looks out for those details and helps me move around my environment safely."
A role with purpose
Sam is used to navigating the world with Arnold by his side. But at work, when he’s answering 999 calls and Arnold is asleep under his desk, Sam says his visual impairment quickly fades into the background.
"A member of the public calling 999 wouldn't know I have a visual impairment, and that's how it should be. Thanks to the assistive tech I use, there is no difference in the service callers get from me compared to the service they’d get from one of my fully-sighted colleagues.
"To me, being here and doing this job is an escape from my norm. When I'm out and about with a guide dog, people obviously know I'm visually impaired straight away. But here, the callers I speak to only know me as ‘Sam from the ambulance service’, and that I’m here to help.”
Advice and support for future applicants
Sam encourages anyone considering a career as an Emergency Medical Advisor to give it a go.
Sam explains, "It's not for everyone – it can be really tough. You need resilience and a thick skin. But if it’s not for them, most people will realise during the training because it gives you a really good grounding in what to expect. But if you enjoy doing something different – not just every day, but every couple of minutes – it could really suit you."
He also encourages people who may need workplace adjustments not to be put off considering applying.
"Everyone is different. Somebody with exactly the same condition as me might use completely different technology or prefer different colours and settings on their screen. It's all our responsibility – whether we are differently abled or not – to understand what we need to do the best job we can. It's the organisation's responsibility to listen, understand, and do everything it can to meet those needs within reason.”
"Do your research before you apply, understand how you work best so you can have those conversations early."
Gary Lockley, Head of EOC, said:
“Sam's journey is a fantastic example of what can be achieved when talent, determination and the right support come together. Working within an Emergency Operations Centre can be challenging for anyone. The environment is fast-paced, decisions often need to be made quickly, and our teams deal with complex and sometimes emotionally demanding situations every day.
Sam demonstrates that ability, not disability, is what defines someone's contribution. We approach every challenge with a focus on delivering the best possible service for our patients, and Sam is no different. He is a valued member of our team and an example of how diverse experiences and perspectives strengthen our organisation.
Technology also plays an important part in helping people succeed. Modern systems offer many accessibility features and, wherever possible, we will work with individuals to explore adaptations that enable them to perform at their best. Not every adjustment will be possible in every role, and there will be cases where operational and practical requirements limit the support we can provide. However, our starting point is always to listen, understand individual needs and do everything we reasonably can to support people to succeed.
My message to anyone with a disability who is considering a career with EMAS is simple: don't rule yourself out. If you have the skills, values and desire to make a difference, we want to hear from you. If you are considering applying and would like to discuss your individual circumstances or any support you may need, I would encourage you to reach out using the contact details provided on the job description."
Six months after joining EMAS, Sam is already thinking about how else he can contribute to our service. He is preparing for his next challenge as a volunteer trainer for the EMAS Schools CPR Programme, where he’ll be teaching life-saving skills to young people in his community.
As his career at EMAS develops, Sam will be known for making a positive difference every day to people who call 999.