STRENGTHENING DAN’S EMERGENCY HOTLINES ACROSS THE WORLD

Two medics exchange offices for two weeks to bring DAN’s resources closer together to deliver the best and most consistent experience possible for divers in need

The DAN Emergency Hotline provides 24/7 emergency medical assistance to divers around the world, regardless of DAN membership status. This continuous service is made possible by DAN medics and physicians who work in shifts across different time zones, ensuring that a dive medical expert is always available on call.

TRUE TO ITS MISSION

Over the past 44 years, the DAN Emergency Hotline has stayed true to its original mission of helping divers in need. Initially staffed by a small group of nurses and medics supported by doctors on call, it has significantly transformed and expanded into a team of over 40 medics, nurses, and physicians. They are spread across four continents to provide assistance in five languages. To ensure optimal service to the English-speaking diving community across various time zones and overnight, DAN has established dedicated call centres in New Zealand and South Africa.

Megan Smith during a hotline shift at the DAN headquarters in Durham, North Carolina

MEDIC SWAP

In July 2024, five years after establishing its New Zealand hotline operations, DAN organised a medic exchange between its call centre in Auckland, New Zealand, and its headquarters in Durham, North Carolina. Two experienced DAN medics, Megan Smith from New Zealand and Leandra Lynn, swapped places, travelling some 16,000 kilometres and adjusting to a 16-hour time difference. Each medic worked from the DAN Call Centre on the opposite side of the world for two weeks. After returning to their home offices, Smith and Lynn shared their insights from the experience.

What was it like to work as a DAN medic in a different office?

Smith: My time at DAN’s headquarters was everything I thought it’d be and more! The Medical Services team in North Carolina made the transition smooth, and the collaborative environment at headquarters made it easy and comfortable to ask questions and gather information. It was great seeing everyone face to face after working together remotely for so long. The experience not only boosted my confidence as a DAN medic but also strengthened my relationships with the team. I believe these two weeks brought to light opportunities for improvement within each office and in our collaborative efforts.

Lynn: Spending time at the New Zealand hotline centre was a valuable experience. I found it easy to integrate with DAN’s Auckland team. No matter where you are in the world, medical professionals share the same sense of humour! Our offices have worked together since 2019, but this was my first time seeing the Auckland medics in person due to COVID-19 and the sheer distance.

Over the two weeks, I gained a better understanding of the training, operations, and challenges faced by medics outside of DAN’s headquarters. Together with the New Zealand team, we exchanged knowledge, further refined call processes, and developed a comprehensive training document to ensure shifts are aligned across offices.

Leandra Lynn working a hotline shift in New Zealand alongside a fellow DAN medic

What were the differences between your home office and the one you visited?

Smith: In terms of DAN Medical Services and my role, the most significant difference was the medical information line. The larger North Carolina team operates not only the emergency hotline but also the medical information line during the headquarters’ regular business hours. Currently, New Zealand medics only take emergency hotline calls since we operate beyond DAN’s regular hours.

Another difference in North Carolina was the convenience of being in the same building and time zone as DAN’s other departments. However, it’s clear that DAN is committed to making it easier for all medics, regardless of where we’re based, to provide the same calibre of seamless service. The medic exchange was a big step toward bringing our offices and resources even closer together to deliver the best and most consistent experience possible for divers in need, which is what it’s all about!

Lynn: The Medical Services team at headquarters often makes incremental changes to improve how we address issues, focus on certain points, and exchange knowledge. Following the medic swap, we’re working to establish an updated process with screensharing for application changes and real-time feedback via a video call to ensure all hotline offices remain in sync as we improve and evolve. These two weeks drove home that DAN is committed to providing all of us with the guidance and resources needed to provide the best possible support to divers – whether answering a call in North Carolina, New Zealand, or South Africa.”

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