A local police call handler has been recognised with a Royal Humane Society Award for his life-saving actions. Communications Operator Stephen Marshall was honoured for the crucial role he played in saving a suicidal woman's life.
Stephen was on the line when a highly distressed woman called to say she was travelling to a railway station and intended to end her life. He remained calm and professional throughout the high-pressure call, offering reassurance, understanding and empathy while arranging for officers to be quickly deployed to the scene.
Special Sergeant Jon Tricker and Special Constable Daniel Chatfield were the first to arrive at Waltham Cross Railway Station in April 2025. The two volunteers had moments to act and quickly grabbed the woman before she could harm herself.
All three men have now been awarded Royal Humane Society Awards for ensuring she received the help and support she needed. The two special constables received their awards at an earlier force ceremony, but Stephen was unable to attend, so he received his prestigious accolade from Superintendent Matt Barton this week.
Unsung Heroes of Emergency Response
Superintendent Matt Barton said: “Our call handlers, who are answering 999 and 101 calls, communicating on live chat and taking online reports from the public 24 hours a day, 365 days a year, are often the unsung heroes in emergency responses.”
“They are the first voice callers hear in what is often their most desperate hour of need. They provide reassurance and sometimes life-saving directions over the phone. Their jobs are high-pressure and complex, exposing them to trauma on a regular basis.”
“This is a role that not everyone could do. Stephen is a dedicated call handler with 23 years of service. During that time, he has helped countless people, and I know that this particular call will stay with him for a long time.”
“Thankfully, the woman did not come to harm, and Stephen played a vital role in keeping her safe. He is a worthy recipient of a Royal Humane Society Award, and it was my pleasure to present him with his certificate this week alongside his team members.”
Digital Reporting Options Encouraged
Local people who need to get in touch in a non-emergency are being asked to consider clicking before calling. If there is an immediate emergency, please do not hesitate to call 999 so that help can be sent immediately.
In non-emergency situations, residents can use the online reporting options, which are still dealt with by control room staff. Reporting online means you can submit a report at a convenient time, and you won’t be held in a queue during peak times. This digital option also keeps the emergency phone lines clear for people requiring urgent help.
The force is currently recruiting for police officers, PCSOs and Specials. Anyone interested in a career in policing can find more information and apply by visiting www.herts.police.uk/careers.
