Call handler comforts boy (3) on 999 call after mum’s collapse

One of our call handlers has been praised for the care and compassion she offered a toddler who dialled 999 to say his mum had fallen down a flight of stairs.

Morgane Amphlett took the call just before 2pm on 12 November from the boy who simply said “help” and that his mummy was hurt.

Force contact

It turned out she’d collapsed, tumbled down steps at the family home in Sandwell and was drifting in and out of consciousness.

Morgane – who takes 999 and non-emergency 101 calls from our centre in West Bromwich – established the boy’s name was Tommy and that he was three years old.

She asked him to pass the phone to mum Kayleigh Boffey – who was dazed and struggling to breathe – and encouraged Tommy to hold her hand and keep her talking until police and paramedics arrived.

We managed to link the call to an address in Rowley Regis and within 10 minutes officers and an ambulance had arrived to help.

Kayleigh was taken to hospital but we’re pleased to say she is recovering.

She’s consented to us releasing audio from Tommy’s 999 call in the hope it will encourage more parents to educate their children about what to do in an emergency. 

Click here to listen to the actual 999 call

Head of Force Contact Andy Beard said Morgane did well to keep the boy calm, build a rapport and glean important information about what had happened.

He added: “The boy was clearly confused and worried…but he’d done brilliantly at such a young age to know that if you dial 999 we are here to help.

“Morgane built up a rapport with the boy, remained calm and offered him reassurance right up till the point officers and the ambulance arrived to take over.

“Our call handlers are highly trained to deal with emergency situations like this, including how to advise people to stay safe and perform first aid.

“Just like officers out on the streets, they can be lifesavers.”

We’re always looking for passionate people who want to join or call handling teams. It’s a really rewarding job and you can make a big difference.

Check out our recruitment page:


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