CATHERINE REVELL
Summary
Experienced Duty Manager with a strong background in leading teams within a busy emergency control room. Proven skills in workforce planning, performance management, and operational command during critical incidents. Committed to maintaining high professional standards and enhancing service delivery through effective resource deployment. Proud to have built a long and successful career within the Ambulance Service, progressing to this senior rank.
Overview
23
23
years of professional experience
9
9
years of post-secondary education
Work history
Duty Manager
East of England Ambulance Service Trust
Bedford
2025.09 - 2026.05
- Lead teams of Dispatchers and Call Handlers, ensuring effective management of over 3500 emergency calls daily regionally.
- Plan and forecast staffing to maintain safe service levels and compliance with Trust policies.
- Oversee operational responses to major incidents, coordinating emergency services and making critical decisions under pressure.
- Implement improvement plans through one-to-one meetings and appraisals, ensuring team development and performance enhancement.
- Contribute to reducing team sickness to below 5% overall and maintain team's compliance with mandatory training targets.
- Strengthen response times by encouraging use of volunteer responders in rural areas in role as 'Community First Responder Lead' to reduce government response times by 18 seconds.
Dispatch Team Leader
East of England Ambulance Service NHS Trust
Bedford
2023.06 - 2025.09
- Managed small team of Dispatchers to ensure suitable resources were allocated to meet response times.
- Collaborated with Operational Managers to support coverage needs.
- Performance management through regular one-to-one meetings, annual appraisals and informal sickness reviews.
- Responsible for welfare and safety of up to 50 ambulance staff.
- Oversight of crew out of service time to optimise ambulance response times in line with national targets to below 7 minutes or 30 minutes for lower acuity calls.
- Accountable for local performance compiling reports on delayed responses.
Ambulance Dispatcher
East of England Ambulance Service NHS Trust
Bedford
2005.09 - 2023.06
- Dispatched emergency resources across east of England region covering 6 counties and 6 million people.
- Prioritised responses using clinical triage and Trust protocols.
- Operated CAD system while addressing radio enquiries, demonstrating multi-tasking skills.
- Managed safety and welfare of up to 25 crews within designated geographical area.
- Mentored 3 Dispatchers into role and got them signed off as competent.
- Liaised with 3 emergency services to deploy appropriate resources to major or critical incidents.
Emergency Call Handler
East of England Ambulance Service NHS Trust
Bedford
2005.04 - 2005.09
- Processed up to 100 emergency 999 calls per shift
- Delivered lifesaving instructions prior to crew’s arrival.
- Prioritised calls according to risk by using triage system.
- Maintained strict confidentiality in line with NHS policies.
- Managed high workloads in fast-paced operations centre and contributed to timely answering of calls within 5 seconds.
- Demonstrated strong decision making and resilience.
- Provided clear, calming reassurance to callers in distressing situations.
Training and Development Officer
Milton Keynes Play Association
Milton Keynes, Buckinghamshire
2003.05 - 2004.09
- Fixed term contract working for local children's charity.
- Duties included planning and booking compulsory training for Childminders and Play Workers within Milton Keynes to ensure OFSTED compliance.
- Managed small team of trainers delivering paediatric First Aid, Basic Life Support and Safeguarding Level 2 courses.
- Attended conferences and publicised work of association across voluntary sector.
Education
NVQ Level 3 - Management
Chamber of Commerce
Remote 2003.09 - 2004.06
Bachelor of Arts - English & Sociology
Anglia Ruskin University
Cambridge 1999.09 - 2002.06
A-Levels - English, Geography, Sociology
Weald College
Harrow 1997.09 - 1999.06
GCSEs - 10 subjects
Nower Hill High School
Harrow 1993.09 - 1997.06
Skills
- Results driven
- Team leadership
- Emergency response coordination
- Disciplined and realistic
- Data-driven decision making skills
- Strong communication skills
- Manage competing demands
- Accountable
- Complaint resolution
- Conflict management
- Staff rota management
- Resilient under pressure
Personal Information
Timeline
Duty Manager
East of England Ambulance Service Trust
2025.09 - 2026.05
Dispatch Team Leader
East of England Ambulance Service NHS Trust
2023.06 - 2025.09
Ambulance Dispatcher
East of England Ambulance Service NHS Trust
2005.09 - 2023.06
Emergency Call Handler
East of England Ambulance Service NHS Trust
2005.04 - 2005.09
NVQ Level 3 - Management
Chamber of Commerce
2003.09 - 2004.06
Training and Development Officer
Milton Keynes Play Association
2003.05 - 2004.09
Bachelor of Arts - English & Sociology
Anglia Ruskin University
1999.09 - 2002.06
A-Levels - English, Geography, Sociology
Weald College
1997.09 - 1999.06
GCSEs - 10 subjects
Nower Hill High School
1993.09 - 1997.06