Call handler nominated for award following Huntingdon train attack

Nicole Douglas, who works at the East of England Ambulance Service NHS Trust’s (EEAST) Norwich control room, is a finalist for Call Taker of the Year in the Control Room Awards 2026.

She was nominated by colleagues following her actions during the major incident on 1 November 2025, when 10 people were injured in a violent attack on an LNER train heading towards London. The train driver stopped the train at Huntingdon railway station, where emergency services were dispatched to help the injured.

Nicole, who qualified as an Emergency Medical Technician (EMT) in 2020, had recently returned to the ambulance service after a career break and was retraining as a call handler. At the time of the incident, she had been in the control room for just two weeks.

Recalling the moment the 999 call came in, Nicole said: “At first, it seemed like only a couple of people were injured, but it quickly became clear there were multiple casualties. We needed to send resources, but the train was still moving. Fortunately, I was able to confirm it would stop at Huntingdon station.”

In the award nomination, Nicole’s colleagues praised her professionalism, highlighting her composure, resilience and commitment so early in her training.

Phil Evans, acting Senior Operations Centre Manager at EEAST, said: “We are all incredibly proud to see Nicole shortlisted for a national award. Her actions on 1 November when she took the first 999 call from the awful incident were nothing short of brave. She remained calm and made sure to get as much information as possible so that we could get help quickly to patients in need. We have our fingers crossed for the awards on 9 July!”

The winners of the Control Room Awards 2026 will be announced at a presentation evening in Hull on 9 July.

Note: The events of 1 November 2025 are the subject of ongoing court proceedings.