Pauline Dwyer has been answering RSPCA NSW calls for so long now she often knows what someone is going to ask before the words actually leave their mouth.
The organisation’s original call centre operator, Pauline manned the phones for an incredible 35 years, answering an estimated two million calls, and has continued to pick up the phone as a volunteer in recent years.
When Pauline started out in the 1980s, she answered every call solo and got to see our contact centre expand over the decades to a team now spanning several employees and volunteers.
“It’s unbelievable, the calls that you get. You’ve got to have a lot of knowledge; know so many things and you’ve got to try your best to always answer questions – give them the information they need,” Pauline said.
“At one point we moved to a section just behind the vet where a vet nurse would help me out with some of the calls and I learnt so much.
“When the computers came, we started to get more staff coming in and so the more staff you got, the more calls you could handle. My switch wall used to light up like a Christmas tree. You had to be so quick.
“It’s been quite the experience. I just love doing it for the animals, the calls you get and the conversations that you have with people.
“I am known for taking calls quickly because I’m so used to them now – I know what they’re going to say!”
After Pauline retired from full-time work for RSPCA NSW, she couldn’t keep the phone down for long and decided to return as a volunteer.
Since 2023, she’s racked up nearly 2000 hours of volunteer work for the organisation in the contact centre and remains a precious part of the team.
“It’s something for me to look forward to. I’ve got three days to spend to myself and then I’ve got the other days that I can help out,” Pauline said.
“I’m used to the calls, and I like communicating with people as well. The contact centre is basically like my second family.”
Pauline’s message for others thinking about volunteering for RSPCA NSW?
“I would say to anyone wanting to volunteer, go ahead. It is such a rewarding work. If you love animals like I do, there is nothing better.”
