Fifteen years ago, in 2009, I was working a temp job in the HR department of a state government agency. I’d worked there before, and the boss and I got along really well. I was also friends with another temp, Nicole, so we had a lot of fun at work.
I’m not sure how we came across it, but one day Nicole and I saw an advertisement in the paper for positions at a call centre for a federal government department. I’ve named the department in a previous blog post, but I’m not going to name it here because I don’t want to write specifically about it. Anyway, we both decided to apply.
I honestly can’t remember much about the application process; all I really remember is being called in for an assessment day. It was the kind of setup where a large group of us were brought in together and then split into smaller groups to complete different tasks.
One task I do remember was that we were given a list of professions — things like doctor, lawyer, hairdresser — and told that a spaceship was heading to another planet, and we had to choose which professions we would take. I actually think about that sort of thing a lot anyway, so it was right up my alley. There were no right or wrong answers; I think they just wanted to see how we interacted with other people.
After the group assessment, we each had a quick one-on-one interview with one of the call centre managers, where they asked the usual questions. Then we had to get some of our identification photocopied for their records, and after that, we were on our way.
Nicole didn’t get called in for an assessment, but she was really supportive of me and encouraged me to go for it. Within a week or so, I was notified that I had been successful in gaining employment with the department. I was so excited. We later found out there had been 1,000 applicants and only 15 had been selected. I couldn’t believe I was one of the fifteen people who actually got the job.
On our first day, it quickly became clear that there would be an extensive training program, which, from memory, lasted around four to six weeks. We had to pass assessments, and there was a lot of information to take in. I felt a bit anxious about it all, but I managed to stay on top of everything and keep up with the training schedule.
One day, the manager of the entire call centre came into our training session and introduced himself. He asked the group, “Now, which one of you spent time in Tanzania?” I said that was me. In that moment, I realised that might have been what set me apart — it was something different. I certainly didn’t go to Tanzania to win awards or for any sort of recognition, but suddenly it made sense to me why I’d been successful in getting the job.
Once we finished the training program, we were put out onto the floor. Each of us had our own desk with a computer and two screens. It was a very regimented, highly scheduled environment, with every minute accounted for — time on calls, after-call work, breaks, lunch, training — everything had to be recorded for statistical purposes.
Our team sat together, and we had floor walkers who were experienced call centre operators. If we had a question while we were on a call, we could raise our hand and a floor walker would come over to help.
What I didn’t realise at first was that management was watching us closely. That’s when they began tapping some people on the shoulder and telling them they weren’t cutting it. They were told they could fast-track their application to Centrelink payments, but that was it — they were let go on the spot. I only clearly remember two women being tapped on the shoulder, but I know there were more. It was so long ago that some of the details escape me.
I thought it was a very harsh thing to do. Most people in our group had left other jobs to come to that one, and it must have raised all sorts of philosophical questions for them — like whether they should have left where they came from in the first place. I bumped into one of the women who’d been let go at a shopping centre later on, where she was working as a cleaner. She was very unhappy with her life and became teary when she talked about it.
I managed to get through the probationary period without being tapped on the shoulder, but some of the questions that came through on the phones were complex, and I felt a lot of pressure because the questions were important. There was really no room for error — even though, technically, there was — but every customer who called, and calls now, has the right to have their question answered to a very high standard. I felt that responsibility back then, and I still feel it now for those working in the call centre today.
I made a lot of friends at the call centre. There was a group of us younger ones. I was 27 when I started, and while that’s not super young, it still feels youthful. We would catch up on weekends and after work.
Then we found out about a program that the call centre network across Australia had. Anyone working in one of the twenty-five call centres could travel to another centre and work there for a kind of “working holiday.” I loved the idea, so I applied to go to the Port Augusta call centre.
My application was accepted, and I drove up to Port Augusta, where I was going to spend a month working in their centre. I booked a room at the pub which, looking back now, was actually a bit creepy and reminds me of a haunted hotel — but at the time, I didn’t mind at all.
On my first day at the call centre, the manager — whom I’ll call Dwayne — introduced himself to me. He seemed nice, and I found him oddly attractive. He asked how long I’d be in Port Augusta and where I was staying, and he made me feel very welcome.
I approached the job just as I would have in the Adelaide call centre, and when the day finished, I went back to the hotel. After a couple of days, I got into a rhythm, and close to the end of the week, I was lying on my bed reading a book about the Snowtown murders when there was a knock at my door.
I got up and answered it — and it was Dwayne, the manager of the call centre. I was shocked. He said he’d asked the staff downstairs which room I was in, and they’d directed him. It’s lucky I didn’t mind, because otherwise I could have been very annoyed at the pub for disclosing my whereabouts.
Anyway, he told me he was staying at the pub for a few days because he was in the process of separating from his partner. We went and had a drink and talked about life. He seemed to think I’d come to Port Augusta to run away from a problem, but that wasn’t the case at all — I just wanted a change of scenery, and I’ve always been drawn to the outback.
We ended up sleeping together that night. I never do that sort of thing, but we’d had a couple of drinks, he was easy to talk to, and it was just one of those things that happened. Little did I know he would turn out to be one of the biggest bastards I would ever be involved with.
We ended up spending most nights together while I was in Port Augusta. We didn’t really talk much during the day at the call centre, but he had a room at the pub, and we’d end up in his or mine. He told me not to tell anyone about us because he could get into trouble for being with a customer service officer due to “collusion” or something like that — but of course I told my friends when I got back home.
When I returned to Adelaide, we mostly talked through messages. He would come to Adelaide and stay overnight if he had a flight the next day, and I would go and see him at his hotel. I really liked him. One night, I finished work — it might have been a Tuesday — and I drove all the way up to Port Augusta just to see him, then drove straight back to Adelaide in the middle of the night. Looking back, it sends chills down my spine. I hadn’t slept at all, and then I went straight into work the next morning. I was exhausted, but I somehow managed to get through the day.
Dwayne wasn’t a very nice person. He would often tell me I talked too much and that he needed to sleep, and there were moments when his aggression made me feel genuinely uneasy. I sometimes even worried he might lash out.
I also remember him once telling me he’d thought about pretending to be Aboriginal so he could get an interest-free car loan. He had darker skin and thought he could “get away with it.” I didn’t understand why he would even consider something like that — especially when, as far as I knew, he was earning a decent income at the time.
One day, Dwayne had a meeting in the Adelaide call centre, and after it finished, he came up to me and started talking to me in front of all my managers. They must have thought it was strange, because the managers of the call centres were so far removed from the rank and file.
Alongside my unofficial situation with Dwayne, there was a lot happening in the centre at the time. We were running a competition where we had to decorate our workstations in the colour yellow. I made some yellow paper cranes and hung them from a net, which we then attached to the ceiling. They looked beautiful — very peaceful. Someone said it reminded her of the scene in The Notebook where all the swans are swimming around.
Below is a photo of Nanny holding up the cranes at her place.
I had spoken to my team leader about various creative ideas I had, and she really encouraged me. She even suggested I leave my job at the call centre and go back to art school, but I liked working there, and even then I felt too old to return to university. Little did I know I’d still be dabbling in study and creativity well into my forties.
I decided to make a piece of artwork for my team. It was somewhere between a craft project and a proper artwork. The piece featured a passage from Our Deepest Fear, which Nelson Mandela famously quoted, though it was actually written by Marianne Williamson.
To show how dedicated I was to this piece, I printed out each letter individually on the computer, placed foiled wrapping paper over each one, and cut around them by hand. It took a very long time, and I didn’t really pre-plan the spacing. The passage also had a slight religious undertone — not because I was pushing anything in any way, but simply because that was part of the quote. I was actually surprised they allowed it in the call centre, but everyone loved it.


As well as spending my time creating very amateur pieces of artwork, two of my friends and I decided to go on a working holiday to the call centre in Coffs Harbour, which was basically like going to the Gold Coast. We stayed in a local caravan park and hired a car. We didn’t go out clubbing — I’ve never really been into that — but from what I remember, we went to one of the theme parks.
When I got back to Adelaide and spoke to Dwayne, he told me that he had just gotten a job as the manager of the call centre in Bendigo. That meant he would be moving away, and I wouldn’t get to see him. I was very upset at the time, but he suggested I should do a working holiday in Bendigo. He even said I was “the closest thing to love” he had in his life — something that felt intense in the moment, but which I can now see was more about his circumstances than any genuine depth.
So he started his new job there, and I applied for a working holiday, which was accepted. I drove all the way to Bendigo, but Dwayne said I couldn’t stay with him, so I had to find my own accommodation. It was a long drive, and I got lost along the way. I eventually found my way by navigating around the rocks from Picnic at Hanging Rock, which I hadn’t read or seen, but I knew it was super scary — and they really did frighten me.
When I arrived at the Bendigo call centre, Dwayne told me to pretend I didn’t know him, so I did.
I was seated next to a woman about my age who had very large breast implants. She was lovely, and we became quite friendly. But Dwayne was acting strange. I went to see him after work one day, and he didn’t want to kiss or do anything, and part of me felt like saying, “You’re the one who told me to come here, and now you’re acting like this?”
Over the next couple of weeks we saw each other a few times, but he kept saying he was busy, and I was just there in Bendigo with not much to do. I went out to dinner with Libby — the woman with the implants — and she actually shed some light on why she’d had them done. She told me she’d grown up very flat-chested and had struggled with low self-esteem because of it. She’d gotten them done to feel more like herself, more like a woman in her own skin. I only really understand now what that must have meant for her.
I became a little desperate when it came to Dwayne. I couldn’t understand why he didn’t want to spend time with me after he was the one who encouraged me to come. We hardly saw each other, but somewhere in all of that confusion, I decided I wanted to move to Bendigo to be with him.
I remember one conversation where he mentioned how he’d noticed Libby because of her big boobs. I didn’t care that he was talking about another woman like that — at the time, I just wanted to be with him.
I told the deputy manager that I wanted to stay on longer, and she started to become suspicious. I heard her say to Dwayne, “I think something’s not right, or she’s not being honest with us about something,” and he replied, “I think you’re right.” She had no idea anything had happened between us, and he made me look like I was some dodgy character running away from home.
That was the moment I decided to go back to Adelaide.
Dwayne came to where I was staying to say goodbye, and he was holding back tears, but I didn’t have much sympathy left for him. After he left, I waited about half an hour and then started driving home. On the way, I saw Dwayne in a car with a young woman around my age.
When I got back to Adelaide, the manager of the whole call centre came up to me and asked if I was okay. I told him I was fine, but I think he knew something was going on — probably from that day he saw me talking to Dwayne in the call centre.
It was close to the end of 2010, and I had just finished reading a book about the Bali Nine and how, at that point, three of them were on death row. I became extremely passionate about the death penalty, and I decided to move to Sydney to volunteer with Amnesty International to campaign for the lives of those three Bali Nine members.
I sent an official email to the manager of the call centre, asking if I could take a year’s leave without pay to do this. He granted me permission.
After that, I went on an adventure from Adelaide to Darwin with my brother, and in 2011 I ended up in Sydney — where I quickly discovered I couldn’t find night work that would allow me to volunteer during the day. I checked whether there were any positions available at the Sydney call centre, but there weren’t, so I went to Wollongong instead, to the Illawarra Call Centre, and worked there for a while.
But I needed to be in the Sydney CBD, so I wrote a powerful resignation letter to the manager of the Adelaide Call Centre. Everyone sent me off with good wishes and high hopes for my future.
Working within this call centre network changed my life. It began with being selected from a huge pool of candidates and being given the opportunity to take the information I was taught and deliver it to members of the Australian community — many of whom were vulnerable, irate, or simply down on their luck.
The call centre had a program where customers could provide feedback on customer service officers, and anyone who received a compliment would be acknowledged with a certificate. I received three compliments during my time there, which was just under two years. I was genuinely grateful that three members of the public took the time to call my workplace and say they were happy with the help I gave them.
I was lucky enough to spend time working in four other call centres, meeting different people, and really returning to my transient days of multiple schools and temping around Adelaide. I don’t believe in having regrets, because every single thing you do places you on the path you’re on right now — and I’m happy with where mine is going.
But as I’ve said before, while I am flawed in ways that might turn some men off, no man has ever truly met my expectations. Dwayne is a classic example. I can’t believe I let a man like that touch me or allowed him into my life to waste my time.