Can’t Take Shelter From These Callers

, , , , | Right | November 14, 2020

I work as a call handler, and part of my job involves giving remote access to sheltered housing buildings.

Me: “Hello, [Shelter] house.”

Caller: “Hello, I got in a fight with my boyfriend and he broke my prosthetic leg, and I sat on your steps and someone threw a bucket of water over me from the second floor.”

Me: “Sorry to hear that. Are you a resident?”

Caller: “No, but I’m waiting for my friend to come with duct tape to fix my leg because the tape is wet so I can’t use it.”

Me: “Right… Well, I can’t let you in because you’re not a resident and I’m not in the building.”

Caller: “You’re not going to help me?” *Starts repeating her story*

Me: “There’s not anything I can do except advise you to call the police to report that someone has thrown water over you.”

I close the call down. Less than a minute later, she comes through again and retells the whole story.

Me: “Yes, I understand, but I’m not in the building and I don’t know who threw the water. There’s nothing I can do, unfortunately, so I suggest you call the police on 101 to report it.”

Caller: “You don’t care that I’m soaking wet and my leg is in pieces? That’s not very nice.”

Me: “It’s not that I don’t care, but my job is answering the door and giving access to carers. I don’t work in the building so I can’t find out who threw the water.”

Caller: “Can you just come to the door and I’ll point to the window it came from?”

Me: “No, I can’t. I do not work in the building, and I’m not familiar with the layout of it as I’ve never been to it. You need to report it to the police.”

She starts describing where she thinks the water came from.

Me: “If you phone the police and report it to them, they’ll be able to look into it. I can’t because I’m not there.”

Caller: “But I’m standing here with my prosthetic leg in pieces because some old woman threw a bucket of water over me! You need to help me!”

Me: “I’m closing this down as I have other calls to answer.”

Caller: “F****** b****, not helping me!” *Click*

Thirty seconds later, she comes through again, and the rant starts all over again.

Me: *Interrupting* “Unfortunately, that’s not the correct password, so I’m going to have to close this call down.”

Thirty seconds after that, my colleague answered a call and repeated what I’d been telling her, and she accepted it straight off!

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