The DAN Emergency Hotline provides 24/7 emergency medical assistance to divers around the world, free of charge and regardless of DAN membership status. This continuous service is made possible by DAN medics and physicians who work in shifts across different time zones, ensuring that a dive medical expert is always available on the line.
Over the past 44 years, the DAN Emergency Hotline has transformed significantly while staying true to its original mission of helping divers in need. Initially staffed by a small group of nurses and diver medics supported by doctors on call during business hours and overnight, the hotline has now expanded into a team of over 40 medics, nurses, and physicians. They are spread across four continents and provide assistance in five different languages. To ensure optimal service to the English-speaking diving community across various time zones and overnight, DAN has established dedicated call centers in New Zealand and South Africa.
In July 2024, five years after establishing its New Zealand hotline operations, DAN hosted a medic exchange between its call center in Auckland, New Zealand, and its headquarters in Durham, North Carolina. Two experienced DAN medics, Megan Smith and Leandra Lynn, swapped places, traveling nearly 10,000 miles and adjusting to a 16-hour time difference. Each medic worked from the DAN Call Center on the opposite side of the world for two weeks. After returning to their home offices, Smith and Lynn shared their insights from the experience.
What was it like to work as a DAN medic in a different office?
Smith: “My time at DAN’s headquarters was everything I thought it’d be and more! The Medical Services team in North Carolina made the transition smooth, and the collaborative environment at headquarters made it easy and comfortable to ask questions and gather information. It was great seeing everyone face to face after working together remotely for so long. The experience not only boosted my confidence as a DAN medic but also strengthened my relationships with the team. I believe these two weeks brought to light opportunities for improvement within each office and in our collaborative efforts.”
Lynn: “Spending time at the New Zealand hotline center was a really valuable experience. I found it easy to integrate with DAN’s Auckland team. No matter where you are in the world, medical professionals tend to share a sense of humor! Our offices have worked together since 2019, but this was my first time seeing the Auckland medics in person due to COVID-19 and the sheer distance.
Over the two weeks, I gained a better understanding of the training, operations, and challenges faced by medics outside of DAN’s headquarters. Together with the New Zealand team, we exchanged knowledge, further refined call processes, and developed a comprehensive training document to ensure shifts are aligned across offices.”
What were the differences between your home office and the one you visited?
Smith: “In terms of DAN Medical Services and my role, the most significant difference when working at headquarters compared to Auckland’s hotline office was the medical information line. The larger North Carolina team operates not only the emergency hotline but also the medical information line during headquarters’ regular business hours. Currently, New Zealand medics only take emergency hotline calls since we operate beyond DAN’s regular hours.
Another difference in North Carolina was the convenience of being in the same building and time zone as DAN’s other departments. However, it’s clear that DAN is committed to making it easier for all medics, regardless of where we’re based, to provide the same caliber of seamless service. The medic exchange was a big step toward bringing our offices and resources even closer together to deliver the best and most consistent experience possible for divers in need, which is what it’s all about!”
Lynn: “The Medical Services team at headquarters often makes incremental changes to improve how we address issues, focus on certain points, and exchange knowledge. Following the medic swap, we’re working to establish an updated process with screensharing for application changes and real-time feedback via a video call to ensure all hotline offices remain in sync as we improve and evolve. These two weeks drove home that DAN is committed to providing all of us with the guidance and resources needed to provide the best possible support to divers — whether answering a call in North Carolina, New Zealand, or South Africa.”
*Editorial note: For non-emergency questions about dive medicine and fitness to dive, call +1-919-684-2948, Option 4, Monday–Friday, 8:30 a.m.–5 p.m. ET; or submit the Formulir online Tanya Dokter
How did you spend your free time exploring the local area during your trip?
Smith: “North Carolina is very different from Auckland, especially with driving on the opposite side of the road and turning right on a red light! I explored North Carolina beyond DAN’s headquarters and visited downtown Durham, UNC-Chapel Hill, and Raleigh. I also had the opportunity to tour The Duke Center for Hyperbaric Medicine. What an incredible facility.
I was struck by the variety of food options in America. It was difficult to choose because I wanted to try everything! I sampled North Carolina BBQ, which was delicious. I also tried axe throwing, which is something I would probably never do back home!”
Lynn: “While jetlagged on my arrival day, I went bungee jumping from the Auckland Harbor Bridge. One weekend, I drove up north with a friend who lives in the area, and visited Cape Reinga, as well as Waitangi and Whangarei Falls. I also visited Rotorua and got to cross zorbing off my bucket list. Driving on the wrong side of the road was a bit terrifying!
You can’t visit New Zealand and leave without seeing a Kiwi, so I visited a Kiwi hatchery as well! I tried a variety of foods more common in the country, such as Marmite and Feijoa. The New Zealand team were wonderful hosts.”
Read the blog post, DAN Emergency Hotline Celebrates Five Years of New Zealand Operations, to learn more.
DAN Emergency Hotline: +1-919-684-9111
Original responses edited for length.