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Thursday, July 31, 2008, 09:51
Melanie Berry, from Montague Avenue, Sanderstead, began her career when she was only 17, and has been a calm voice on the end of the line ever since.
The disasters she has taken calls on have included the 7/7 bombings, the Clapham rail disaster and the Purley train crash.
The mum-of-three says the job can have its funny moments too, though.
“You never know what you're going to get at the end of the line,” she explained.
“One day it's someone screaming down the phone about their house being on fire, the next call could be someone ringing up to know what colour knickers you're wearing.
“But I couldn't really imagine doing anything else, it's so varied and you get the chance to help lots of people.”
Mrs Berry, 51, says one of the most distressing calls was taking one from a child.
She said: “A little girl was on the phone and I could hear her mum telling her to talk to me.
“Her parents were inside a burning house, and later I learnt the dad died.
“The girl wanted to go into the burning house to look for her parents, but I had to tell her to stay outside.
“Calls where we give advice that can save lives are called survival calls and can be very upsetting, they're the ones that stick in your head.”
As well as the tragedies there are the more odd calls that spring to mind.
Mrs Berry said: “More than once I've had hysterical people screeching because they've found a snake in their house.
“One woman was so frightened when she found one in her bath she couldn't do anything but scream.
“You just have to try as best you can to get as much information as possible.
“I don't think there's anything I haven't been asked on an emergency call.”
CALMING VOICE: Melanie Berry is presented with her award
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