A new review of the ACT Ambulance Service (ACTAS) operational staffing roster — released one year after the roster’s introduction — has found the model remains credible, but is being undermined by persistent workforce shortages, under-resourced enabling functions, and rising demand.

The review examined operational data, staff feedback, and system-level performance.

ACTAS received a record number of 000 calls last year, but many callouts did not relate to emergencies.

“It serves as a timely reminder for the community to help keep our paramedics and first responders available for life threatening emergencies,” ACT Emergency Services Agency (ESA) Commissioner Wayne Phillips said.

The growing demand impacted ACTAS staff, resulting in late finishes, affecting response performance, and eroding the resilience of the service, the report found.

It emphasised that the report does “not diminish the dedication or capability of ACTAS staff, it highlights the pressures they face and the opportunities to better support them”.

The report made 13 recommendations to improve service delivery and support paramedics, including:

• increasing frontline staffing to agreed funding levels
• establishing a method to monitor service health and set an appropriate relief ratio
• developing a sustainable recruitment and retention strategy
• monitoring workforce trends and attrition in real time
• supporting critical capabilities and resolving organisational inefficiencies
• tightening leave management governance and setting leave-use targets
• improving governance of professional development time
• strengthening data systems and integrated reporting
• improving the consistency of operational and workforce data
• expanding secondary triage and referral pathways for low-acuity calls
• bolstering governance, change-management capability and leadership

ACTAS Chief Officer David Dutton said the recommendations offered “a clear pathway” for improvement.

“ACTAS is committed to considering them carefully and implementing changes that strengthen both the service and the community we serve. ACTAS staff are hard‑working, highly skilled professionals who deliver quality health care every day. This report does not diminish their dedication or capability.”

Dr Marisa Paterson MLA, Minister for Police, Fire and Emergency Services, said she would work with ACTAS, the Transport Workers’ Union and other stakeholders to respond to the findings.

“As Minister, I take the findings of this review very seriously,” she said.