FOI 26-394 Call Handlers in SAS

Freedom of Information Request

Reference
FOI 26-394 Call Handlers in SAS
Request Date
31 Aug 2026
Response Date
16 Sep 2026
Information Requested

Looking for data on the numbers of SAS 999 call handlers taking calls at any one time across the country, specifically: -What is the minimum number of 999 call handlers the SAS has seen working at once in 2025, and in 2026 so far (between January 1 and August 31)?

  1. -What was the average wait time before 999 SAS calls were answered in 2025, and in 2026 so far (between Janaury 1 and August 31)?
  2. -How many SAS 999 call handlers should be taking calls at once when fully staffed/ no absences?
  3. -How many SAS 999 call handlers have been signed off on stress leave in 2025, and in 2026 so far (between January 1 and August 31)?
  4. -How many SAS 999 call handlers have been signed off on sick leave in 2025, and in 2026 so far (between January 1 and August 31)?
  5. -On average for 2025, how many ambulances are in use at once by SAS?
Response

Q1 - -What was the average wait time before 999 SAS calls were answered in 2025, and in 2026 so far (between January 1 and August 31)?

For all 999 calls that were answered by the Scottish Ambulance Service through its 999 and critical fallback call queues, the average time callers waited before their call was answered was:

  • 2025 (1 January to 31 December): 22 seconds
  • 2026 (1 January to 31 August): 15 seconds

 

These figures represent the average time between a caller entering a Scottish Ambulance Service 999 call queue and their call being answered by a call handler.

 

Q2 - -How many SAS 999 call handlers should be taking calls at once when fully staffed/ no absences?

The Scottish Ambulance Service operates three Ambulance Control Centres. Staffing requirements vary by site, time of day and expected call demand. Across the sites, the roster key ranges from a minimum of 15 call handlers during quieter periods to a maximum of 31 call handlers during the busiest periods, with an average requirement of 23 call handlers available to answer calls at any given time per site.

 

 

 

 

Q3 - How many SAS 999 call handlers have been signed off on stress leave in 2025, and in 2026 so far (between January 1 and August 31)?

The Scottish Ambulance Service does not have a way that identifies staff signed off on leave due to stress.  There is a generic absence reason of stress/depression/anxiety.  The figures below are for staff signed off under this term

2025 – 18 call handlers

2026 (01/01/2026 – 31/08/2026) – 22 call handlers

 

Q4 - How many SAS 999 call handlers have been signed off on sick leave in 2025, and in 2026 so far (between January 1 and August 31)?

In 2025 there has been a total of 130 call handlers absent with sick leave

In 2026 (01/01/2026 – 31/08/2026)  there has been a total of 145 call handlers signed off on sick leave

 

Important information to consider when interpreting the information in Q3 and Q4

Please note that sickness absence is recorded regardless of the length of the absence, and may range from a few hours to an extended period of leave. In addition, the figures provided in Question 3 are included within the overall sickness absence figures provided in Question 4 and should not be treated as separate totals or added together.

 

Q5 - -On average for 2025, how many ambulances are in use at once by SAS?

While we hold information on our fleet, vehicle availability and operational activity, we do not routinely record or report the average number of ambulances in use at any one time. In order to answer this question, the Service would be required to create new information through analysis of operational datasets.

Under section 17 of the Freedom of Information (Scotland) Act 2002, we therefore give notice that the information requested is not held.

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