How does your employer expect you to deal with... *perverts*?

[HvnSntRN]

I've been working teletriage at a call center for almost a year and I'm getting fed up with the volume of calls from repeat male callers who are looking for a toll-free way to talk about their "prolonged erection" with a captive audience who happens to be a registered nurse.

The calls didn't seem to be as frequent over the summer, but they seem to be ramping up now that the weather is getting cold again. Some of these guys are calling multiple times a day (the record-holder had called over 40 times in 24 hours) and it's like they're reading from a script - it's the same complaint/fantasy over and over again for each of the callers.

Our company has a harassment policy where we are expected to give 3 warnings if they use inappropriate language or are abusive (yelling, berating) and clearly the callers know the game - they use proper medical terminology rather than slang (most of the time). More than once I've heard very clearly the distinct sound of masturbation, while the caller's voice has the telltale indicators of approaching climax. They usually hang up before completing triage (once they've completed their other 'business'). They almost always ask to have the recording turned off and to remain anonymous - obviously they don't want to be caught or have any evidence against them - and we have to oblige these requests.

These calls leave me feeling violated. I've brought it up with my manager, but the company is satisfied that its policy is all that's needed. I've asked to have statistics on how many of these types of calls (anonymous males, non recorded, "member symptoms") are processed in a typical month/year. Apparently we don't need to know how pervasive the problem is. My thinking is that the company gets paid for these calls regardless of the content or the effect on the nurses, and because they are not life threatening situations, they're safe and easy cash flow.

I'm at a point where I dread that the next call is going to be one of "them".

How do you all cope? Or is ours the only call center where this happens??

[MrChicagoRN, RN]

Frequent repetitious phone calls fall under telephone harassment, which is illegal.

also, if your employer is forcing you to continue to listen to someone who is obviously masturbating could be considered a hostile work environment, and leave your employer open to a sexual harassment lawsuit.

[HvnSntRN]

Part of the problem for front line RNs is that these callers have the right to remain anonymous and to have recordings of their calls suspended. This also helps to protect the company because of a lack of evidence. Were I to override a caller's request to remain anonymous, I could be held liable for a breach of the caller's privacy.

It's sad that they call frequently enough that we recognize them by their voices alone. Each one has a particular 'script' or playbook. I've had calls from at least six individuals, each with a distinct voice and script. We are not allowed, in our charting, to state that these are "repeat" callers, even if we are sure that they are. Again, I feel this is a way the company can protect itself from liability.

As someone who has a history of being sexually abused, certain callers are triggering me. I'm off work for now to get the medical support that I need. But I can't see me subjecting myself to this again. My mental health and well being is worth more than this.

[pfchang]

What type of call center is this and where do your callers come from? This is horrible and I am surprised that you are being told that nothing can be done. Forty times? Thus is harassment and disruptive behavior. My situation is different in that all callers must be identified before we proceed with the call. I am really sorry and wish I could offer more help.

[tiddles]

In my brief foray into telephone triage, callers like this were red-flagged with instructions not to triage this person. They were to be instructed to call their pcp or go to the ER.

[MatrixRn]

Unfortunately, there are frequent callers to centers who have various, shall we say, unpleasant behaviors. I can say it is not only males who do this behavior, FYI.

As you stated they do have the right to not be monitored AND they can say they want to be anonymous. Each person has those rights.

More than likely your company is already working on a plan. One action they can do is have the number he calls from blocked. Now mind you, sometimes that does not stop the event it might just slow it down until they get a new phone.

Also, have you asked if you must triage? As tiddles stated, most times when there is a known frequent call issue protocols are put in place to not engage or triage the person.

[caliotter3]

Imagine the OP may have left this job by now. When the job triggers PTSD, time to look at another job.

[HvnSntRN]

Thanks, everyone for the support, and I apologize for not responding to you sooner. Once I returned to work in March, Head Office decided to shut down the call center in my city about a month later. I had heard some rumblings and had prepared for the possibility of not having a job. I was actually excited about the way it all worked out.