According to Protocol

Before we even see the two emergency call operators, we get to hear them swearing their professional oath. They promise to carry out their duties in a responsible and reliable manner, to always prioritize the interests of the callers in need of help and to devote themselves to the good of society. explores the key dilemma faced by those working in an increasingly commercialized Dutch health care sector. How can they best provide care in a system that is so focused on job performance? After following Esmeralda and Inge as they enter the emergency call center, the camera delivers close-up shots of their faces as they ask callers for information, send help and dispense advice. As we listen to the callers’ voices at the other end of the line, Esmeralda and Inge’s faces betray their practical and emotional responses. In a performance review meeting with their manager, we learn that the introduction of a new protocol at the end of 2012 imposed new quantitative demands on emergency call operators, meaning that they will now be given a score for their often demanding work. Although all the calls did actually take place, they were later re-recorded with actors’ voices to maintain the callers’ privacy.