Delivering a miracle, how an SRS dispatcher from Karachi made history for Pakistan

One morning, around 9am, a distress call rang at the Sindh Rescue Service (SRS) Headquarters in Karachi. On the other end of the line was a frantic woman, pleading for help. Her neighbour was enduring agonising labour at home, struggling to deliver as the baby’s head was stuck, causing excessive bleeding.

With nerves of steel and a heart full of purpose, Roshaan Laghari, a young emergency medical dispatcher at the SRC, took charge. Remaining calm under pressure, she guided the caller step by step. Moments later, with the combined efforts of the young dispatcher, and the struggling mother, the baby was successfully delivered — healthy and safe. 

For her exceptional service, she received the International Academy of Emergency Dispatch Award at the Middle East Navigator Conference 2025 in Bahrain this year.

“It was a 30-minute call until our team reached the scene,” she told Geo Digital during the interview.

The incident recently went viral on social media, but Roshaan revealed that this wasn’t an isolated case. In fact, this dramatic delivery had taken place two to three months ago. The SRS teams have successfully assisted in the complication-free births of over nine babies in Karachi alone.

“Yes, it wasn’t the first case where a baby got delivered on call. Some babies were delivered inside ambulances rushing to the hospital, while others were born at home,” she explained. “Unfortunately, many families still prefer Daa’is or daayas — midwives — for home deliveries. But when complications arise, that’s when they call us — sometimes at the last minute, when things are critical.”

And the call from Jauhar was no exception.

The caller was a neighbour, and she was extremely panicked. She hung up eight times, and each time, we had to call her back,” the dispatcher shared. “She kept disconnecting, overwhelmed by the situation. First, I had to calm her down and guide her through what needed to be done. It wasn’t easy for her either, but she did her best.”

A Karachiite with a Bachelor’s in Commerce (B Com), Roshaan joined the SRS three years back with a mission — to help those in desperate need while also building her own independence. But what does a typical day look like for her?

“Our CCR (command-and-control room) handles countless emergency calls daily, providing crucial assistance to those in need. At my desk, I tackle a wide range of issues — each day brings something new and unpredictable. The moment I step into the CCR, I have no idea what challenges await me. It’s a job that demands responsibility, quick thinking, and a commitment to making a difference” she said.

The CCR operates 24/7, with staff working in three shifts, responding to a variety of situations.

“Cardiac arrest, childbirth, breathing problems, chest pain —these are among the most common emergencies we handle,” she said.

But how do emergency responders stay calm under pressure and provide life-saving guidance over the phone?

“We undergo rigorous training by medical professionals to learn how to respond effectively in emergencies,” she told Geo Digital. “The first thing we’re taught is to remain calm. If we panic, how can we help others?”

Once the initial call is handled, the dispatcher sends a rescue team to the scene.

“In Jauhar’s case, I immediately dispatched the team, but there were several challenges,” she recalled. “The expectant mother was with her elderly parents, and they were unable to open the door. The neighbour assisting her was overwhelmed with panic, making communication difficult. The rescue staff faced multiple hurdles just to reach them.”

One of the biggest challenges, Roshaan noted, is that people often fail to provide complete information.

“If you don’t share your phone number, we can’t call you back for updates. Sometimes, callers hesitate to dial 1122 in an emergency, and by the time they do, the situation is already critical.”

The young SRS responder also pointed out another major issue — Karachi’s traffic.

“The poor traffic conditions significantly delay response times. If callers don’t cooperate by providing clear information, the entire process slows down further.”

Roshaan reassured that all information shared with the rescue service remains confidential.

“We are here to help. We treat every patient as our own. Your information is safe with us — it will never be used for any other purpose,” she said giving a message to the citizens.

Her job requires quick decision-making and an unwavering sense of control. But has she ever faced a moment at work that truly tested her? 

“No, I think I was born to handle challenges. My training has prepared me well to keep my cool in in the heat of the moment, so I never let emotions take over when I’m on duty” she said confidently. 

And how did it feel to receive such a prestigious award? 

"That day, I felt incredibly proud. Helping people has always been my passion, and being recognised on such a big platform while representing Pakistan was truly special.

“But honestly, this award means nothing compared to what really mattered that day.

“With Allah’s blessings and my training, I was able to save two lives — a mother and her newborn baby girl, Fatima.

“That, to me, is the greatest reward. My parents were so proud, and that moment meant everything to me," she said, her face glowing with pride.

Roshaan is not just a picture of bravery — she is the embodiment of empowerment. Through her dedication and courage, she saves lives every day, proving that real heroes walk among us.

Kehkashan Bukhari is a staffer at Geo Digital who covers health, lifestyle, entertainment, and human-interest stories. She tweets @kehkashan_.

Header and thumbnail illustration by Geo.tv