Louise has officially been part of the NWAS family since 2001. She said, “I started as a call handler with NHS Direct (NHSD) based at Broughton. When NHSD separated from the ambulance service I stayed with them until they changed over to 111, before returning to NWAS when they took over the 111 contract. I have been with the service ever since.”

When Louise started 22 years ago, the service was very different from how it is now but also very different from what it was like for our Paramedic Emergency Services (PES) colleagues. She explained, “When I started with NWAS, the staffing in NHSD and then 111 was predominantly female, including the supervisors and the service manager, which is very different from what it was like for PES whose workforce was mostly male. There were actually very few male call handlers at that time, but this has changed hugely over the years, and we now have a more even representation.”

Over the last two decades, Louise has grasped every career development opportunity that has come her way. She told us, “I started as a call handler and did this role for approximately nine months. I then applied for the role of supervisor, which involved auditing calls, generally running the shift, and being there to support staff. When Broughton and Ladybridge combined and moved to Middlebrook, the role evolved into a combination of managing a team of call handlers and shift management. It was a challenge switching hats and eventually, the decision was made to separate the role into shift supervisors and team managers. I chose to take the route of team manager as I felt that is where my strengths lie. I enjoy working with my team and seeing them grow and develop. I have been in this role for many years now and really enjoy it.”

Not only does Louise support her team via her role, but she also volunteers to further support them. She added,” I am a lead mentor for new team managers. I have written and developed an induction plan for the role and offer ongoing support as they develop. I am also a menopause champion. Supporting staff through one of the most challenging points in their lives is something I am really passionate about.”

Throughout her career and changes in roles, Louise feels she has always been supported. She said, “I have been supported through my career progression and have been encouraged to progress further.  Although this is not something I have wanted to do as I still enjoy my current role. I have been very lucky to have some strong female leaders in my career, including my current line manager, who has positively supported development into other roles or ongoing development with my current role. Both personally and professionally I have seen first-hand how supportive the service is. The trust actively encourages staff to share best practice and attend development forums to make the service better for everyone.”

Louise is not the only one who has progressed over the years. When asked if she has seen a difference within the trust, she said, “NWAS has become more inclusive, employing a more diverse workforce. Since they took over the 111 contract, there have been many more development opportunities for staff to progress into, an example being the Quality and Assurance Team within 111, where I have been fortunate to see several of my team become successful in securing roles within this team. There is also a much bigger emphasis on staff wellbeing and, of course, the introduction of the menopause policy.”

Reflecting on her long career, Louise discusses one of the things she likes most about the job, “I love the bonds you make with the people you work with. Many not only go on to be really good friends, but they also feel like family. The job can be so pressured and stressful at times, it is these people who get you through the tough times.”