I've been with IC24 for seven years – in fact, it will be seven years on the 30th of June! Over that time, I’ve been fortunate to work across many different areas of the business, which has given me a broader understanding of why what we do as an organisation is so important. Whether it’s call handling, recruitment, dispatching or administration, everyone plays their part in making IC24 a great place to work.

What really underpins all of this are our core values: respect, innovation, care and excellence. These values, combined with our unwavering focus on patient care over profit, are what make IC24 stand out in our sector.

Currently, I’m a 111 team manager for the Norfolk and Waveney locality. One of the things I enjoy most about this role is getting to know our health advisors. I’m constantly struck by the diversity of the people who join us – individuals from all walks of life, bringing unique experiences and perspectives. It’s a vibrant, inclusive workforce, and working closely with them is by far the most rewarding part of what I do.

Reflecting on my time here, there have been many standout moments, but one that really comes to mind is helping to set up what we now call UCCH. This service, which began during the early days of COVID, recently won an award at the HSJ Partnership Awards in March. Watching it grow from an idea into a thriving, award-winning service has been incredible. The collaboration between the coordinators, paramedics and wider teams involved is truly inspiring.

In a sector where change is constant, IC24 has always embraced innovation. One of the things I admire most is the organisation’s willingness to explore new ways of working. Not everything works the first time, but that spirit of trial and error is what drives improvement and progress.

More recently, toward the end of 2024, Jo Metcalfe asked me to lead the onboarding project for our agency clinical advisors. It was a massive undertaking, and I have to give a special mention to Lucy Davis for her incredible support and attention to detail throughout – she really kept me grounded during the process.

One of my biggest motivators in this role is supporting others to grow – not just in their professional skill sets, but as individuals. Although I’m still relatively new to this management position, I’m passionate about helping people progress within IC24. I’m proud to be part of what we call “home-grown talent” – I started out just like many others here, and now I’m a manager. That’s something I hold close and want to help others achieve too.

If I had to sum up my experience at IC24 in three words, they would be: motivating, challenging and exciting.