She was presented with the Call-taker Collaboration Award at 112 Award from the European Emergency Number Association (EENA). The awards take place every year to award outstanding organisations and individuals who go beyond the norm to keep people safe. It takes place in front of an audience of around 350 emergency services professionals.
A granddaughter living in Manchester was on a video call with her grandmother in Haapsalu (Estonia). Her grandmother was struggling to breath and needed urgent help. The granddaughter called the European Emergency Number 112, but on hearing an English voice she hung up, thinking she’d called the wrong number.
Thankfully, Megan who was the call-taker on the other end of the phone, was determined to ensure that everyone was safe. She called back and set about arranging help in Estonia. In Estonia, emergency call-taker Birgit Krullo at the Emergency Response Centre was ready to help. Thanks to this cooperation, Birgit was able to arrange help for the grandmother. Megan and Birgit win the Call-taker Collaboration Award.
Megan says, “I am very proud and overwhelmed to receive this prestigious award on behalf of North West Ambulance Service. I received the emergency 999 call from a lady in Manchester needing assistance for her Grandma in Estonia who was having difficulty breathing. I was pleased I was able to help someone in need from so far away. This was a team effort where my colleague helped pass the information over to the other ambulance service in Estonia. The lady in Manchester was really helpful and patient, which helped a great deal whilst taking the address details, spelling them out phonetically. Thank you so much.”