Funeral Home Answering Service Operator Awards

Director On Call Announces the Recipients of the Operator of the Year Award and the President's Award of Excellence!


2014 was a year filled with milestones for the exceptional Operators here at Director On Call! In June Director On Call received the Award of Excellence for the 11th consecutive year from the Association of Teleservices International (ATSI). Then, in September, our Operators were recognized for their outstanding service with the Diamond Plus Award for 15 years of Award Winning Serviceby the Canadian Call Management Association (CAM-X).

Every Operator here at Director On Call is integral to the success of our funeral home answering service and although every Operator is exceptional, one Operator is selected and presented with our coveted "Operator of the Year Award". This is awarded to the operator who best demonstrates all criteria as set out by the CAM-X Award of Excellence program. Excellence requires a level of service that considers the caller first in every aspect of the call. Excellence makes a caller believe they are the most important person or their problem is the most important consideration of the Operator. The recipient is selected based on call scores as marked byDirector On Call's Quality Control programthroughout the course of the year. 

Operator of the Yearfor 2014 is Alisha Twort

Second Runner Up: Skye Shaver

Third Runner Up: Ronda Wood

Fourth Runner Up: Sharon Westwood

Fifth Runner Up: Ann Sutherland


I sat down with Alisha Twort and asked her what this award means to her.

How long have you been a part of this team?

It'll be two years this July.

How has your position evolved from the time you started here?

It's evolved a lot! I was originally hired on contract. I wanted to take on more calls and the opportunity to stay on full time came along. My job has really rapidly evolved, aside from programming and now training people, I've done pretty much everything I can think of that you can do in the control room and in such a short time!

What do you enjoy about your job?

The most exciting thing is that you don't know what to expect and it's always something different. As routine as the job is, there's always something that's going to be different. You may take calls all day long and do the same process but you never know who's going to be at the other end of that phone and what kind of call you're going to take. So that keeps it interesting and fresh every day.

What does it mean to you to be presented with the Operator of the Year Award? 

It means a lot. It's really nice and everybody likes to be recognized. It means a lot to be appreciated and acknowledged for the things that you do, especially because this was my first year being eligible for it. It really means a lot to me personally because I know that I've done something well and to know that other people see that and then show it; it feels really good! 


ThePresident's Award of Excellenceis awarded to Marie Wilkins

This is awarded to the operator who demonstrates all round excellence and exemplifies our Core Values.  The winner of the President’s award should be the model of integrity, professionalism and team. This also includes positive employee relations, customer service, dedication and initiative. The winner of this award has made outstanding leadership contributions to the Director On Call Team.

The recipient is selected by the nomination committee based on consideration of peer nominations and management recommendations.

I spoke with Marie about what it means for her to be presented with this award.

How long have you been a part of this team?

5 years! It's been fun!

How has your position evolved since you started here?

I first started here just looking for a job and within four months I was working night shifts and evenings. Sue (Evening Supervisor) went on maternity leave a year later, I then applied for the temporary supervisor position and received the promotion and have been a supervisor ever since. I've just taken on the responsibility of making schedules so it's constantly changing. I love change, I thrive off of change.

What do you enjoy about your job?

The people. There's no other company in this city (Kingston) or in this province (Ontario) that thinks of their employees like a little family. They really make sure you're doing well. Everyone comes to work and if someone's having a bad day you know and we work through it. It's like a family, it's nice. It's like a home away from home.

What does it mean to you to be presented with the President's Award of Excellence?

That I came here to do my job and people see how much I love my job and how hard I work. As a supervisor you have to do your job plus be friendly with people and this award kind of gives you the impression that you do your job but people also respect you. When you get the award you know that the respect is there. It gives you a humble feeling.

It's quite the balance to strike between work and personal and you know where to draw the line and that's the best part. It's my second time getting this award. I received the award the first year it came out and I felt so amazing. So now that I've won it twice, it assures me I'm keeping up with my positive-ness!


Congratulations to all of our Operators for their exceptional performance. The quality is in their service and that is why we're confident in saying that we are industry leaders in funeral home answering!