A harrowing scene unfolded on an 18:25 service from Doncaster when multiple passengers were stabbed, leaving ten people injured. Amidst the chaos, Nicole Douglas, a dedicated 999 call handler for the East of England Ambulance Service NHS Trust (EEAST) at their Norwich control room, demonstrated exceptional professionalism and composure. As a finalist for Call Taker of the Year in the Control Room Awards 2026, her outstanding performance is now being recognised nationally.
Despite having only been in her new role for two weeks, Douglas quickly assessed the situation and grasped the severity of the incident. Her swift thinking was instrumental in coordinating the emergency response, particularly as the train remained in motion. By successfully confirming the train would stop at Huntingdon station in Cambridgeshire, Douglas ensured that resources could be dispatched efficiently to meet the train, where armed police were waiting to apprehend Anthony Williams.
Douglas's colleagues praised her professionalism and resilience during this critical incident, highlighting her ability to remain calm under pressure despite being relatively new to the role. Phil Evans, acting senior operations centre manager at EEAST, commended Douglas for her "bravery" in gathering vital information, which facilitated a swift response to the emergency.
Anthony Williams, 32, from Peterborough, has been charged with a total of 13 counts of attempted murder, in connection with alleged attacks in Peterborough and east London that predated the train incident. The charges remain pending as investigations continue.
The Control Room Awards 2026 will take place soon, and Douglas's nomination is a testament to her dedication and expertise in emergency response situations.