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Frontline Employee / Community Champion of the Year
Frontline Employee / Community Champion of the Year
Frontline Employee / Community Champion of the Year
Submission Criteria
Previous Winner
A submission in this category should demonstrate
The ways in which a frontline member of staff has gone beyond the call of duty in their role to achieving community value, customer and/or staff satisfaction and wellbeing. It is open to frontline staff such as bus drivers, train conductors, highways inspectors, school crossing patrols, receptionists & ticket staff; volunteers and community champions (for example, volunteer community taxi or bus drivers); rail station volunteers (for example gardeners, hospitality or basic maintenance); or volunteer campaigners to improve a service or safety standards etc)
Submission Criteria
Previous Winner
A submission in this category should demonstrate
The ways in which a frontline member of staff has gone beyond the call of duty in their role to achieving community value, customer and/or staff satisfaction and wellbeing. It is open to frontline staff such as bus drivers, train conductors, highways inspectors, school crossing patrols, receptionists & ticket staff; volunteers and community champions (for example, volunteer community taxi or bus drivers); rail station volunteers (for example gardeners, hospitality or basic maintenance); or volunteer campaigners to improve a service or safety standards etc)
Submission Criteria
Previous Winner
A submission in this category should demonstrate
The ways in which a frontline member of staff has gone beyond the call of duty in their role to achieving community value, customer and/or staff satisfaction and wellbeing. It is open to frontline staff such as bus drivers, train conductors, highways inspectors, school crossing patrols, receptionists & ticket staff; volunteers and community champions (for example, volunteer community taxi or bus drivers); rail station volunteers (for example gardeners, hospitality or basic maintenance); or volunteer campaigners to improve a service or safety standards etc)
Camille Parchment, Customer Service Assistant, Birmingham New St
Avanti West Coast
At Birmingham New Street, Camille Parchment combines customer service with work to make the station more welcoming and connected to its community. She organises Avanti West Coast's Black History Month event and creates displays for Eid, Diwali and Chinese New Year, working with colleagues and local businesses. Her partnerships with Birmingham charities have brought colleagues together for fundraising and volunteering. In December 2025, she independently prepared 24 hampers for older people supported by Age UK. She also raised more than £230 personally during the past year. Avanti recognised her as Community Champion at its internal Excellence Awards, where she received the highest number of nominations across all categories.
Camille Parchment, Customer Service Assistant, Birmingham New St
Avanti West Coast
At Birmingham New Street, Camille Parchment combines customer service with work to make the station more welcoming and connected to its community. She organises Avanti West Coast's Black History Month event and creates displays for Eid, Diwali and Chinese New Year, working with colleagues and local businesses. Her partnerships with Birmingham charities have brought colleagues together for fundraising and volunteering. In December 2025, she independently prepared 24 hampers for older people supported by Age UK. She also raised more than £230 personally during the past year. Avanti recognised her as Community Champion at its internal Excellence Awards, where she received the highest number of nominations across all categories.
Camille Parchment, Customer Service Assistant, Birmingham New St
Avanti West Coast
At Birmingham New Street, Camille Parchment combines customer service with work to make the station more welcoming and connected to its community. She organises Avanti West Coast's Black History Month event and creates displays for Eid, Diwali and Chinese New Year, working with colleagues and local businesses. Her partnerships with Birmingham charities have brought colleagues together for fundraising and volunteering. In December 2025, she independently prepared 24 hampers for older people supported by Age UK. She also raised more than £230 personally during the past year. Avanti recognised her as Community Champion at its internal Excellence Awards, where she received the highest number of nominations across all categories.
Derreck Smith, Bus Driver
Stagecoach East Midlands
Derreck Smith, a Stagecoach East Midlands driver based in Scunthorpe, intervened on two separate occasions when he encountered people at risk of taking their own lives. While driving the 1A service, he stopped to speak with a man on Fenton Street, alerted control and took him to hospital for support. During a later journey on the 350 service to Hull, he again spoke with someone in crisis and helped them reach hospital. In both cases, Derreck responded calmly and compassionately while taking practical steps to ensure the individuals were in safe hands. He has worked for Stagecoach for more than a decade and was recently appointed a relief leading driver.
Derreck Smith, Bus Driver
Stagecoach East Midlands
Derreck Smith, a Stagecoach East Midlands driver based in Scunthorpe, intervened on two separate occasions when he encountered people at risk of taking their own lives. While driving the 1A service, he stopped to speak with a man on Fenton Street, alerted control and took him to hospital for support. During a later journey on the 350 service to Hull, he again spoke with someone in crisis and helped them reach hospital. In both cases, Derreck responded calmly and compassionately while taking practical steps to ensure the individuals were in safe hands. He has worked for Stagecoach for more than a decade and was recently appointed a relief leading driver.
Derreck Smith, Bus Driver
Stagecoach East Midlands
Derreck Smith, a Stagecoach East Midlands driver based in Scunthorpe, intervened on two separate occasions when he encountered people at risk of taking their own lives. While driving the 1A service, he stopped to speak with a man on Fenton Street, alerted control and took him to hospital for support. During a later journey on the 350 service to Hull, he again spoke with someone in crisis and helped them reach hospital. In both cases, Derreck responded calmly and compassionately while taking practical steps to ensure the individuals were in safe hands. He has worked for Stagecoach for more than a decade and was recently appointed a relief leading driver.
Dainh Danzine, Customer Service Team Leader
Arriva UK Bus
As Arriva's representative on the Luton Disability Forum, Dainh Danzine brings feedback from disabled customers into the company's service and training decisions. She helped develop disability awareness talks that have reached around 300 drivers across three depots, covering practical support and hidden disabilities. She has also promoted printable assistance cards and helped a customer with autism learn to plan journeys and communicate with drivers more confidently. In her own time, Dainh funded a Level 3 qualification in Understanding Autism and shared that learning with her customer service team. Her work connects direct customer insight with changes that help passengers travel more independently.
Dainh Danzine, Customer Service Team Leader
Arriva UK Bus
As Arriva's representative on the Luton Disability Forum, Dainh Danzine brings feedback from disabled customers into the company's service and training decisions. She helped develop disability awareness talks that have reached around 300 drivers across three depots, covering practical support and hidden disabilities. She has also promoted printable assistance cards and helped a customer with autism learn to plan journeys and communicate with drivers more confidently. In her own time, Dainh funded a Level 3 qualification in Understanding Autism and shared that learning with her customer service team. Her work connects direct customer insight with changes that help passengers travel more independently.
Dainh Danzine, Customer Service Team Leader
Arriva UK Bus
As Arriva's representative on the Luton Disability Forum, Dainh Danzine brings feedback from disabled customers into the company's service and training decisions. She helped develop disability awareness talks that have reached around 300 drivers across three depots, covering practical support and hidden disabilities. She has also promoted printable assistance cards and helped a customer with autism learn to plan journeys and communicate with drivers more confidently. In her own time, Dainh funded a Level 3 qualification in Understanding Autism and shared that learning with her customer service team. Her work connects direct customer insight with changes that help passengers travel more independently.
Lorrae Smith, On-board Supervisor
Greater Thameslink Railway
Lorrae Smith became an On-board Supervisor in 2025 after joining Southern in 2020. Drawing on her own experience of vulnerability, she takes particular care during late services to check on passengers who may feel unsafe, especially women and girls travelling alone. She uses a visible, approachable presence to offer reassurance and respond to concerns before they escalate. Lorrae also mentors colleagues, serves on GTR's Gender Equality Movement committee and has shared her experience publicly to raise awareness of passenger safety. Her work brings a personal understanding of safeguarding into everyday frontline service and supports a more open conversation about safety across the railway.
Lorrae Smith, On-board Supervisor
Greater Thameslink Railway
Lorrae Smith became an On-board Supervisor in 2025 after joining Southern in 2020. Drawing on her own experience of vulnerability, she takes particular care during late services to check on passengers who may feel unsafe, especially women and girls travelling alone. She uses a visible, approachable presence to offer reassurance and respond to concerns before they escalate. Lorrae also mentors colleagues, serves on GTR's Gender Equality Movement committee and has shared her experience publicly to raise awareness of passenger safety. Her work brings a personal understanding of safeguarding into everyday frontline service and supports a more open conversation about safety across the railway.
Lorrae Smith, On-board Supervisor
Greater Thameslink Railway
Lorrae Smith became an On-board Supervisor in 2025 after joining Southern in 2020. Drawing on her own experience of vulnerability, she takes particular care during late services to check on passengers who may feel unsafe, especially women and girls travelling alone. She uses a visible, approachable presence to offer reassurance and respond to concerns before they escalate. Lorrae also mentors colleagues, serves on GTR's Gender Equality Movement committee and has shared her experience publicly to raise awareness of passenger safety. Her work brings a personal understanding of safeguarding into everyday frontline service and supports a more open conversation about safety across the railway.
Paul Meharg, Bus Driver
Arriva Merseyside
Alongside driving buses from Arriva's Speke depot, Paul Meharg serves as a Mental Health First Aider and coordinates social and wellbeing activities for colleagues. He has organised awareness sessions, family events and health initiatives, as well as sourcing gym equipment for the depot. Following the death of colleague Mark Brack, Paul led a community project at Queenscourt Hospice's sensory garden and a prostate cancer awareness football tournament. The tournament raised more than £3,000 and included 80 PSA screening tests that Paul arranged on site. He plans and delivers these activities around his driving shifts, helping colleagues access support and strengthening connections within the depot and its local community.
Paul Meharg, Bus Driver
Arriva Merseyside
Alongside driving buses from Arriva's Speke depot, Paul Meharg serves as a Mental Health First Aider and coordinates social and wellbeing activities for colleagues. He has organised awareness sessions, family events and health initiatives, as well as sourcing gym equipment for the depot. Following the death of colleague Mark Brack, Paul led a community project at Queenscourt Hospice's sensory garden and a prostate cancer awareness football tournament. The tournament raised more than £3,000 and included 80 PSA screening tests that Paul arranged on site. He plans and delivers these activities around his driving shifts, helping colleagues access support and strengthening connections within the depot and its local community.
Paul Meharg, Bus Driver
Arriva Merseyside
Alongside driving buses from Arriva's Speke depot, Paul Meharg serves as a Mental Health First Aider and coordinates social and wellbeing activities for colleagues. He has organised awareness sessions, family events and health initiatives, as well as sourcing gym equipment for the depot. Following the death of colleague Mark Brack, Paul led a community project at Queenscourt Hospice's sensory garden and a prostate cancer awareness football tournament. The tournament raised more than £3,000 and included 80 PSA screening tests that Paul arranged on site. He plans and delivers these activities around his driving shifts, helping colleagues access support and strengthening connections within the depot and its local community.
Pummy Hadebe, Bus Driver
McGill's Bus Group
During a service 23 journey, McGill's driver Pummy Hadebe recognised that a passenger was in labour and stopped the bus to help. With guidance from an NHS telephone operator, she assisted the woman in delivering a baby girl and remained with the family until an ambulance arrived. A language barrier made communication difficult, but Pummy kept calm and focused on their safety. Her response drew on a background in community care and an earlier nursing course, though delivering a baby was far beyond her duties as a driver. The incident shows the care and judgement frontline staff can bring to an unexpected emergency.
Pummy Hadebe, Bus Driver
McGill's Bus Group
During a service 23 journey, McGill's driver Pummy Hadebe recognised that a passenger was in labour and stopped the bus to help. With guidance from an NHS telephone operator, she assisted the woman in delivering a baby girl and remained with the family until an ambulance arrived. A language barrier made communication difficult, but Pummy kept calm and focused on their safety. Her response drew on a background in community care and an earlier nursing course, though delivering a baby was far beyond her duties as a driver. The incident shows the care and judgement frontline staff can bring to an unexpected emergency.
Pummy Hadebe, Bus Driver
McGill's Bus Group
During a service 23 journey, McGill's driver Pummy Hadebe recognised that a passenger was in labour and stopped the bus to help. With guidance from an NHS telephone operator, she assisted the woman in delivering a baby girl and remained with the family until an ambulance arrived. A language barrier made communication difficult, but Pummy kept calm and focused on their safety. Her response drew on a background in community care and an earlier nursing course, though delivering a baby was far beyond her duties as a driver. The incident shows the care and judgement frontline staff can bring to an unexpected emergency.
Shabir Hassan, Bus Driver
Metroline
Metroline driver Shabir Hassan responded to a violent incident on his bus near Wembley Park in March 2026, when a young passenger was stabbed. He secured the doors, moved the bus away from immediate danger and then diverted to Northwick Park Hospital so the injured passenger could receive urgent treatment. Police later commended his decision, which they said may have saved the passenger's life. Shabir also achieved a score of 100 in a Bus Customer Experience Survey assessment, with praise for his communication and support for passengers. His nomination recognises both his judgement during an emergency and his day-to-day customer service.
Shabir Hassan, Bus Driver
Metroline
Metroline driver Shabir Hassan responded to a violent incident on his bus near Wembley Park in March 2026, when a young passenger was stabbed. He secured the doors, moved the bus away from immediate danger and then diverted to Northwick Park Hospital so the injured passenger could receive urgent treatment. Police later commended his decision, which they said may have saved the passenger's life. Shabir also achieved a score of 100 in a Bus Customer Experience Survey assessment, with praise for his communication and support for passengers. His nomination recognises both his judgement during an emergency and his day-to-day customer service.
Shabir Hassan, Bus Driver
Metroline
Metroline driver Shabir Hassan responded to a violent incident on his bus near Wembley Park in March 2026, when a young passenger was stabbed. He secured the doors, moved the bus away from immediate danger and then diverted to Northwick Park Hospital so the injured passenger could receive urgent treatment. Police later commended his decision, which they said may have saved the passenger's life. Shabir also achieved a score of 100 in a Bus Customer Experience Survey assessment, with praise for his communication and support for passengers. His nomination recognises both his judgement during an emergency and his day-to-day customer service.
Simon Bellinger, Customer Sales Advisor, Pewsey Station
Great Western Railway
At Pewsey station, Great Western Railway's Simon Bellinger is a familiar source of practical help and reassurance for passengers. He supports older and vulnerable travellers, helps people who are anxious or unfamiliar with rail travel, and takes extra care with schoolchildren and commuters. His work extends to returning lost property, improving the waiting room and sourcing books for passengers. Local residents have spoken up for the value of his presence at the station, including during proposals to change ticket office services. Their response reflects the trust Simon has built in a rural community where the station is both a transport link and a place of personal contact.
Simon Bellinger, Customer Sales Advisor, Pewsey Station
Great Western Railway
At Pewsey station, Great Western Railway's Simon Bellinger is a familiar source of practical help and reassurance for passengers. He supports older and vulnerable travellers, helps people who are anxious or unfamiliar with rail travel, and takes extra care with schoolchildren and commuters. His work extends to returning lost property, improving the waiting room and sourcing books for passengers. Local residents have spoken up for the value of his presence at the station, including during proposals to change ticket office services. Their response reflects the trust Simon has built in a rural community where the station is both a transport link and a place of personal contact.
Simon Bellinger, Customer Sales Advisor, Pewsey Station
Great Western Railway
At Pewsey station, Great Western Railway's Simon Bellinger is a familiar source of practical help and reassurance for passengers. He supports older and vulnerable travellers, helps people who are anxious or unfamiliar with rail travel, and takes extra care with schoolchildren and commuters. His work extends to returning lost property, improving the waiting room and sourcing books for passengers. Local residents have spoken up for the value of his presence at the station, including during proposals to change ticket office services. Their response reflects the trust Simon has built in a rural community where the station is both a transport link and a place of personal contact.
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