Getting help in a workplace emergency
Despite preparation and planning, workplace emergencies rarely unfold as anticipated.
Whether it’s a serious injury, sudden illness, chemical exposure or an escalating medical episode, knowing how to get the right help quickly and confidently can make a critical difference.
In Australian workplaces, an effective emergency response relies not just on first aid skills, but on understanding when, where and how to seek professional medical support.
Why early help matters in workplace emergencies
In any emergency, time is a decisive factor.
Early medical intervention can reduce the severity of injuries, prevent complications and, in some cases, save lives. Delays caused by uncertainty, such as not knowing who to call or hesitating to escalate a situation, can worsen outcomes for the injured person and increase risk for others.
Australian WHS laws place a duty of care on employers to ensure workers can access timely assistance during emergencies.
This includes clear emergency procedures, visible contact information and worker awareness of available medical support services.
Recognising when a situation is an emergency
Not every workplace incident requires an ambulance, but some situations demand immediate escalation.
Knowing the difference helps prevent under-response or unnecessary delay.
Situations that typically require urgent help include:
- Unconsciousness or unresponsiveness
- Chest pain or suspected heart attack
- Severe bleeding
- Difficulty breathing
- Seizures
- Serious head injuries
- Major burns
- Suspected stroke
- Suspected spinal injuries
- Suspected snake bite
- Severe allergic reactions
- Exposure to toxic substances
When in doubt, err on the side of caution and seek professional help.
Role of first aiders while help is on the way
First aiders play a critical bridging role between the incident and professional medical care. Their responsibilities include:
- Assessing the scene for danger
- Providing immediate life-saving care
- Reassuring the injured person
- Preventing further harm
- Communicating clearly with emergency services
- Guiding others to assist appropriately
Importantly, first aiders are not expected to diagnose or replace medical professionals.
Their role is to stabilise the situation and escalate care when required.
Why communication is often the weakest link
Many emergency responses falter not because of poor intentions, but because of communication breakdowns.
Confusion about who should call for help, which number to dial, or what information to provide can slow response times.
Strong emergency plans address this by ensuring:
- Emergency numbers are clearly displayed
- Workers know who the trained first aiders are
- Procedures are practised, not just documented
- Language barriers and accessibility needs are considered
Clear communication saves time, and time saves lives.
Key services for getting help in a workplace emergency
Australia offers a range of 24/7 services designed to support people during medical emergencies and urgent health concerns.
Understanding how and when to use each service empowers workplaces to respond appropriately.
Australia-wide 24/7 Triple Zero (000)
Triple Zero (000) is Australia’s primary emergency number for life-threatening situations. Call-takers connect people directly to police, fire or ambulance services, ensuring rapid dispatch of emergency responders.
In the workplace, Triple Zero (000) should be called immediately when someone’s life is at risk or when urgent medical intervention is required. Workers should be trained to stay calm, provide clear location details, follow instructions and remain on the line until advised otherwise.
When you call Triple Zero (000), you will be asked:
1. What service do you need: Police, Fire or Ambulance?
2. Where do you need the service: address, landmarks, intersections or identifying buildings?
3. What is your emergency, how many people are injured, what are the hazards?
4. Your name, number, and option for a language interpreter
5. Stay calm, listen to the call-taker, answer their questions, stay on the line
Australia-wide 24/7 Poisons Information Hotline 13 11 26
The Poisons Information Hotline provides immediate expert advice following exposure to chemicals, medications, venomous bites or stings, poisonous plants, fumes or other toxic substances. It operates 24 hours a day and is staffed by specialists trained in toxicology advice.
This service is particularly valuable in workplaces handling chemicals, cleaning agents, industrial products or pharmaceuticals. Early guidance from Poisons Information can prevent complications while further medical help is arranged if required.
When you call the Poisons Information Hotline, you will be asked:
1. What happened and when?
2. Who did it happen to and their approximate weight?
3. What substance was involved including brand name, ingredients, consistency?
4. What amount was the person exposed to?
5. What are the symptoms and any treatment so far?
6. Your contact details.
If the person is not breathing, collapsed, having a seizure or anaphylactic reaction, call Triple Zero (000) for an ambulance.
Australia-wide 24/7 immediate health advice from a registered nurse
Australia’s 24/7 nurse advice services offer immediate health guidance for non-life-threatening situations where medical advice is needed. Callers speak directly with a registered nurse who can assess symptoms and recommend next steps.
In workplace settings, this service supports decision-making when it’s unclear whether escalation to emergency services is required. It can reduce unnecessary ambulance call-outs while ensuring workers still receive timely, professional advice.
- Nurse-on-Call (Vic.): 1300 60 60 24
- 13HEALTH (Qld): 13 43 25 84
- Health Direct (other states): 1800 022 222
Understanding state-based virtual and urgent care services
In addition to national services, some states provide innovative healthcare options that support workplace emergency response, particularly for urgent but non-life-threatening situations.
Victorian Virtual Emergency Department
The Victorian Virtual Emergency Department (VVED) allows people to access emergency care from home or work via video consultation. It is available 24 hours a day, seven days a week, and connects patients with Victorian emergency clinicians.
Workers can access the service online at www.vved.org.au, making it a valuable option for urgent medical assessment when physical attendance at an emergency department may not be necessary.
This service is especially helpful for regional or remote workplaces, or when transport delays may occur. It provides clinical advice, escalation pathways and referrals where appropriate.
- Victorian Virtual Emergency Department: vved.org.au
Victorian Urgent Care Clinics
Victorian Urgent Care Clinics provide free, walk-in care for urgent but non-life-threatening conditions. They are designed to relieve pressure on hospital emergency departments and offer timely treatment for injuries and illnesses that need prompt attention.
For workplaces, these clinics offer a practical option when a worker needs same-day medical care but does not require an ambulance. They can assist with minor fractures, wounds, infections and acute pain.
Clinics are available across Victoria, with locations and operating hours listed at https://www.betterhealth.vic.gov.au/urgent-care-clinics
When to escalate and when not to delay
One of the most difficult decisions in an emergency is knowing when to escalate care. Over-caution may disrupt operations, but under-reaction can have serious consequences.
Escalation should never be delayed when:
- Symptoms worsen rapidly
- Pain is severe or unexplained
- There is uncertainty about the cause
- Person’s condition changes suddenly
- First aid measures are not improving the situation
Australian guidance supports a proactive approach. It’s better to seek help early than too late.
Preparing workers to get help confidently
Preparation is what turns knowledge into action.
Workers who understand emergency pathways respond faster and with greater confidence.
Effective preparation includes:
- Displaying emergency contact numbers prominently
- Including emergency response in inductions
- Running regular drills
- Ensuring first aid kits and communication tools are accessible
- Clarifying who is responsible for calling for help
- Training workers to give clear information under pressure
Confidence grows when workers know exactly what to do and who to contact.
Critical importance of location awareness
In emergencies, responders need precise location details.
Workplaces should ensure staff know:
- Exact site address
- Nearest cross streets or landmarks
- Building entry points
- Floor levels and access restrictions
- How to direct emergency services on arrival
In large or multi-site operations, this information should be readily available at workstations and first aid points.
Supporting workers after an emergency
Getting help doesn’t end when the ambulance leaves or the consultation finishes.
Post-incident support is a crucial part of workplace safety.
This may include:
- Incident reporting and review
- Restocking first aid equipment
- Reviewing response effectiveness
- Providing psychological support
- Checking in with affected workers
- Updating procedures where gaps were identified
Learning from incidents strengthens future responses and builds a culture of care.
Conclusion
Getting help quickly and appropriately is one of the most important aspects of workplace emergency response.
Australian workplaces that understand available emergency services, prepare their workers, and practise clear communication are better equipped to protect lives and minimise harm.
By combining first aid capability with confident escalation to professional support, organisations create safer environments where people know help is always within reach.
References
Safe Work Australia – First aid in the workplace