Families at EMAS – Mark and Niamh's Story

Mark and his stepdaughter Niamh both started their careers at EMAS taking emergency 999 calls. Niamh, who is an Emergency Medical Advisor, began her training in the same room that Mark was taking 999 calls thirty-five years ago.

Mark’s Story:

Mark Dawn has worked for EMAS for thirty-five years, starting out as a Control Assistant (now known as an Emergency Medical Advisor). He would answer 999 calls, urgent calls, calls for midwives, district nurses, and out-of-hours doctor's surgeries.

In his time at East Midlands Ambulance Service, Mark has worked in many roles.

"I have worked at ambulance liaison points and patient transport services. I became an Ambulance Technician in 1997 and then a Paramedic in 2009/2010.

"I have also worked in staff engagement, working closely with the CEO. It was a vibrant, high-energy role which gave me lots of opportunities to meet and understand the experiences of our staff. In 2009, I started working with the trade unions; I completed my reps course and became a Branch Secretary.

EMAS supported Mark throughout his professional development, including obtaining his Technician and Paramedic qualifications. Thirty-five years on, Mark retains his passion for working with the ambulance service.

"We deal with people in the most extreme circumstances, and to be able to help people in those times is a privilege and an honour."

Niamh’s Story:

Mark’s stepdaughter, Niamh was planning to train to be a teacher. However, she decided that university wasn't the right route for her and started job hunting during her gap year.

Mark encouraged Niamh to apply for a job at EMAS.

"Originally, I was just going to look at something in retail.

"Mark mentioned that EMAS was recruiting more Emergency Medical Advisors to take 999 calls.

"Fast forward a few weeks, I looked on the EMAS Facebook page and saw a job advert for EMAs, but the deadline was that evening at 11:59 – and it was now 8pm!

"I managed to fill out my application before the deadline and I got the job!"

Niamh started her training at EMAS in June 2023, in the same room where her stepdad used to take 999 calls, thirty-five years earlier! She began her shifts with the support of a mentor in our Emergency Operations Centre in August 2023.

"The training team made us all seem like we had been working together forever, which was nice. We all clicked immediately.

"We did a lot of group work during the training, which I enjoyed. We also had periods of online training to prepare us for using a new telephone assessment system, called NHS Pathways."

EMAS has Emergency Operations Centres in Nottingham and Lincoln. The training enabled Niamh to meet colleagues who would be based at both locations.

"During the training, I made friends that I still keep in contact with now and I look forward to working with them whenever we get the chance."

Within the first few weeks on the job, Niamh began to love working at EMAS.

"It feels like you are part of a family. People always stop and speak to you and be there for you if you need help, even if you’ve never spoken to them before. It can seem daunting to ask someone you don't know for help, but everyone was so nice during my first few weeks, and still is.

"Friends always ask how I manage the emergency calls when people are in the greatest need, but these are the jobs that I love. I love that when I answer the call I am the first responder on any scene and am there to help.

"Getting to wear the green uniform makes me feel like a part of a very helpful family."

Niamh and Mark have been closer than ever since Niamh joined EMAS. They are there for each other during the challenging times.

"Since starting at EMAS, Mark and I have become so much closer because we can relate to each other.

"I know that I can text him anytime during my shift. He always does his best to help me but he understands that I am a different person who handles things differently than he would."

If you would like to find out more about working at EMAS, please visit our website .