Louise Delamare-Timms of Kent Police has been named the UK’s emergency services contact centre manager of the year, fighting off fierce competition from over 100 other ambulance, police and fire service contact centre managers across the UK.

The award was presented by the CCMA (Call Centre Management Association), the first time that they have included emergency services call centres within their awards.

Louise Delamare-Timms heads the Kent Police Force Communications Centre (FCC). The FCC has in excess of 530 police staff employees and uniformed officers. It forms 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.

“I am delighted that the hard work, enthusiasm and commitment Louise has put into her long career within Kent Police have been highlighted with the award of Emergency Control Manager of the Year,” said Kent Assistant Chief Constable Steve Harris.

“Louise has helped shape Kent Police’s Force Communication Centre into an award-winning service provider. Louise’s dedication to the force and the continuous commitment to her team are also reflected in this award. The specialist work carried out by those within the centre is vital to ensure Kent Police is able to honour its commitment to policing in Kent.”

Additionally the FCC has recently developed and launched an emergency SMS text service for the deaf and hearing impaired. This new service has been launched in partnership with deaf community groups, South East Coast Ambulance Service (SECAS) and Kent Fire and Rescue Services (KFRS). A partnership with (KFRS) provides them with continuity for their emergency control room.

“The Emergency Control Room Management Award highlights that call centres are about so much more than selling things. These are people at the front line in an emergency, daily dealing with life and death situations, and they deserve recognition for their roles,” said Ann-Marie Stagg, Chairperson of the CCMA (UK). “Louise impressed the judges with the way she has lead, influenced and shaped many innovations and improvements, positively managed attendance and introduced a range of quality initiatives.”

“Too often, the news about call centres focuses on silent calls or poor responses,” she added. “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.”

Louise’s award was presented by Deputy Assistant Police Commissioner, Simon Foy, together with Graeme Sherman, the managing director of the award’s sponsor, Analysys Mason.

(From left to right the picture shows are Ann-Marie Stagg, Chair, CCMA (UK), Assistant Deputy Commissioner Simon Foy, Metropolitan Police, Carol Drake from Kent Police, Graeme Sherman from Award sponsors Analysys Mason)

“Handling calls in the emergency services requires a clear head, quick decision-making ability, motivational skills, a thick skin, patience and, on occasion, a good sense of humour. It is great to see these unsung heroes gain recognition for their hard work and enthusiasm,” said DAC Foy.

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 for his contribution was also made to Tony Harris, MBE, from the Luton and Bedfordshire Fire and Rescue Service.

The winners were short-listed from a total over 100 applications and judging included tours, interviews and an understanding of policies and legislation, planning and technology.