Celebrating excellence at ER24

The annual ER24 Excellence Award winners have been announced. We caught up with them to find out what it means for their teams.

Randall De Koker, Branch Manager Southern Cape

How does it feel to be named Branch of the Year in your region?

I was blown away. The operations guys really deserve it because these crews work hard day and night. Everyone loves working with each other and their patients. They don’t do it for recognition; they do it because it’s who they are.

What goes into running a successful branch?

It’s key to have a common goal of trusting and respecting each other. We strive to do our best every day. We work as a team. If one of us gets tired, someone will notice and step in to help. The other important thing is to stay humble. We all learn through our mistakes.

What personal quality do you think contributed to this win?

I'm definitely not the main reason we won. We’ve all worked to improve relationships within the branch and with people outside involved with emergency medical services. This was one of our big challenges, but I think with time and teamwork, we've managed to overcome it.

Victor Phooko, Branch Manager ER24 Upington

What do you think contributed to this win?

The guys’ positive attitude towards achieving their monthly targets, plus their focus on individual goals. This ensures the branch performs at its best consistently. We’ve been working towards improving the base all year, and this is the result. It feels awesome!

What goes into running a successful branch?

First of all, you have to get the team’s state of mind to a positive place. Once their mindset is right, your team is motivated to go out there and service the community. They’re able to apply this positive approach to their work on the road. As a manager, I listen to the crews’ needs and concerns and then try to accommodate them as much as possible, so they feel supported.

Thami Dyoyi, Branch Manager ER24 Middelburg

What is the main reason the branch earned the award?

Teamwork. We do everything as a collective, from marketing the business to going out on calls. The guys will even come to work to pick up extra calls when there aren’t enough ambulances on the road.

What goes into running a successful branch?

Good leadership is about understanding what your crews are going through, listening to them, and supporting them. I think I give my team hope and motivation.

What is one challenge you’ve dealt with over the past year?

When I first joined the branch, we were short-staffed. I prioritised this issue and we employed more people and solved the problem.

Geoff Boulton, Branch Manager ER24 Johannesburg Central

Why do you think your branch won?

Every crew member is dedicated and knows the branch’s goal. They know our purpose and aspire to fulfil it. We also improved our profit margin, which added to our success.

What goes into running a successful branch?

I think it’s to have an open-door policy. There are no hidden agendas and everyone knows what is expected from them. As a manager, I believe in being humble and respecting the staff. I acknowledge who they are and what they do. I’m just a gear in the gearbox; they are the ones that drive the whole team forward.

Sidney Venter, Regional Manager Central Region

How does it feel to be named Region of the Year?

This is a huge team effort, and it makes me very proud because our teams and managers are a very good mix. I'm always very proud of these awards, but I’m prouder of my team’s achievements.

What is the main attribute that helped your region win?

It’s not about me. It’s about the eight managers and 120 other staff who report to me. For example, the Upington branch manager constantly has staff shortages, yet he ensures his branch remains financially sustainable every month. That is a massive effort, especially as Upington calls can run 100km-plus each time.

What goes into running a successful region?

I give my managers the freedom to manage their business, but I always remind them that it's a business. If we keep the company financially sustainable, the rest will look after itself. But we never lose sight of the human element of the work we do.

What personal qualities do you bring that make your region tick?

I think the fact that I'm strict, when it comes to the brand, the finances and making the team aware that those things are important. Without a good brand to sell to the public, you're not going to get the volume needed to be profitable.

Rajes Govender, Manager ER24 National Relay Service (NRS)

How does it feel to be named Contact Centre of the Year 2025?

This recognition is a testament to the dedication and hard work of my entire team. We’ve built something special here, and to have that acknowledged validates the collaborative culture we've worked so hard to create.

What goes into managing a successful Contact Centre?

It requires strong leadership, clear communication, and a focus on building genuine relationships with the team. Technology and efficient processes are important too, but ultimately, it comes down to having clear goals, maintaining high standards, and ensuring your team feels heard and respected.

What personal trait do you think played a key role in helping your Contact Centre win this award?

I believe in collaborative leadership – working together to find solutions rather than making decisions in isolation. My approach is based on trust and respect, which creates an environment where people can do their best work and feel valued.

What challenges have you encountered over the past year?

One of our biggest challenges was handling a major system rollout that faced many delays and surprises along the way. I had to balance keeping the team motivated while navigating technical setbacks and timeline adjustments. Ultimately, seeing the project through to successful deployment was incredibly rewarding.

Sean Van Der Merwe, ER24 SBMS Base Manager

What goes into running a successful site?

A lot of hard work and dedication. We set clear goals and make sure we understand the client’s needs, while delivering on our promise to service their needs. It means going the extra mile to ensure we stand out from the rest.

Can you name the key ingredients for success?

Hard work, dedication, a positive attitude, and consistency. We learn from our mistakes and overcome daily obstacles with passion and enjoyment.  

What personal attributes helped push your site to winning this award?

As a manager, I’m available 24/7 to assist and guide the staff and clients on medical and trauma requirements relating to any on-site injury. Behind the scenes, I coordinate teams to make sure patients get the best care while promoting ER24’s core values.  

Marnis van der Westhuizen, Specialised Medical Services Coordinator, Central Events

This is the first time Events has been included in these awards. Why do you think your team won this award?

It’s incredibly exciting and validating to see the Events division recognised in this way. Our work often happens behind the scenes, so being acknowledged alongside other operational teams is a proud moment. It reinforces the importance of what we do and boosts morale across the team. I believe our team won this award because of our unwavering commitment to professionalism, patient care, and teamwork. We consistently go above and beyond to ensure both patient safety and operational excellence. The dedication shown by every member of the team, even during long hours or challenging circumstances, is what truly sets us apart.

What is your role within the Central events team?

As a Specialised Medical Services Coordinator, I provide frontline medical support at various public and private events. This includes pre-event planning, ensuring equipment readiness, and managing on-site medical incidents. I also coordinate with event organisers, ensure compliance with health and safety regulations, and support my team in delivering professional, timely care.

What do you think makes a good events paramedic?

A good events paramedic is adaptable, calm under pressure, and has strong clinical knowledge. We often operate in dynamic, sometimes unpredictable environments, so good communication, situational awareness, and teamwork are essential. Being approachable and professional with the public is also key, as we are the face of ER24 emergency medical care at events.

For the Contact Centre, the CAD and Avaya systems allow for key metrics to be tracked down to an individual level, so the categories of this award are different.

The Contact Centre Employee of the Year winners are as follows:

Quality Assessment and Training:

• Sonique Davids

Cell C 112:

• Dineo Ranjapedi

Rain 112:

• Kamogelo Nage

124 Contact Centre

• Dineo Maruma (ERO)
• Yolanda van der Merwe (SRO)
• Petronella Tshilamulele (IFT Agent)
• Basten Banda (Flight Desk)
• Gugu Mngomezulu (Case Manager)

MEC:

• Nabiel Goolam (Agent)

Vodacom 112:

• Vusumuzi Vilakazi

Vodacom NRS

• Shulammite Mashego

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