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Andrew Massey wins CCMA Award for Emergency Control Room Management

John Lamb | 01.05.2008 15:29

Andrew Massey of Greater Manchester Police won third place in the UK's emergency services contact centre manager of the year award, against fierce competition from over 100 other ambulance, police and fire service contact centre managers across the UK.

Andrew Massey

Andrew Massey wins CCMA Award for Emergency Control Room Management

Andrew Massey of Greater Manchester Police won third place in the UK's emergency services contact centre manager of the year award, against 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.

Andrew Massey is manager of the Operational Communications Room in Claytonbrook. During an 21-year career with Greater Manchester Police, Andrew has dealt with major incidents such as the Strangeways prison riot and train sieges. Since taking over as manager Andy has played a major role in improving the performance of the communications room. He has restructured the organisation to promote a team culture and developed an attendance management system to improve staff availability and reduce costs.

Over the past 12 months the Operational Communications Room has answered 92% of 999 calls within 10 seconds, with a 10% reduction in abandonment rates for non-emergency calls.

“You are only as good as the people around you and I am lucky to be part of a great team. It means a lot to see our hard work recognised nationally and I am really proud to receive this award,” said Andrew after the presentation at a lavish black tie ‘do’ at Manchester’s Midland Hotel. “The other candidates were very strong and I was really grateful for the support I had from the command team, this is not just an award for me but for all of Greater Manchester Police.”

Ann-Marie Stagg, Chairperson of the CCMA (UK), commented: "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.”

"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 practise across the board. Call centre managers have one of the most challenging jobs in management, often answering to many masters in highly regulated environments."

Andrew’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.

"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.

Louise Delamare-Timms of Kent Police was the winner of the emergency services contact centre manager of the year award. The runner up was Daniel Gore, from West Midlands Ambulance Service. Andrew Perris from South Western Ambulance Service was in joint third place. A special award for his contribution was also made to Tony Harris, MBE, from the Bedfordshire and Luton Fire and Rescue Service.

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

NOTES TO EDITORS

About the CCMA (UK)
The CCMA (WWW.CCMA.ORG.UK) was established in 1994 to promote the profession of call centre management. It contributes to the continuous professional development of call centre managers. As an independent, not for profit organisation for call centre managers, supervisors and team managers funded by membership subscriptions, it is run on an unpaid, voluntary basis by an elected board of call centre professionals. It currently has around 600 members in the UK.

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