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Winner of first Emergency Control Room Manager of the Year named
The winner of the first Emergency Control Room Manager of the Year has been named as Louise Delamere-Timms of Kent Police by the CCMA, (Call Centre Management Association), fighting off competition from ambulance, police and fire services across the United Kingdom.
Louise heads the Kent Police Force Communications Centre (FCC) which is not only Kent's Emergency Control Centre but also a centralised contact centre delivering contact management and radio dispatch functionality for the Force and citizens of Kent. The centre includes switchboard response, emergency call handling, initial crime recording and investigation, non-emergency call handling, radio dispatch of police patrols, email and multi-agency coordination.
Louise was presented the award by Deputy Assistant Police Commissioner, Simon Foy, together with Graeme Sherman, Head of Customer Management at Analysys Mason, award sponsor. “Analysys Mason is delighted to sponsor the new award and continue our long term support of the CCMA. The CCMA is an excellent champion for the contact centre industry and plays a key role in the personal development of many communications professionals," said Graeme.
Award runners up were Daniel Gore, from West Midlands Ambulance Service, Andrew Perris from Devon and Cornwall Ambulance, and Andrew Massey from Greater Manchester Police. A special award was also made to Tony Harris from the Luton and Bedfordshire Fire and Rescue Service. The winners were shortlisted from a total of over 100 applications and judging included tours, interviews and an understanding of policies and legislation, planning and technology.
The award was presented by the CCMA and award sponsors Analysys Mason. This was the first time emergency services call centers have been included in the CCMA awards, which held in Manchester last week and Ann-Marie Stagg, Chair of the CCMA (UK) said, "Too often, the news about call centers focuses on silent calls or poor responses. The CCMA awards in general serve to highlight best practice across the board. Call centre managers have one of the most challenging jobs in management, often answering to many masters in highly regulated environments."
