Mid and West Wales Fire and Rescue Service’s (MAWWFRS) On-Call Improvement Programme has been awarded Project of the Year Award at the Excellence in Fire and Emergency Awards 2025.
Held at the Institution of Civil Engineers at Parliament Square in central London, the annual Excellence in Fire and Emergency Awards brings together leaders, innovators and frontline professionals to recognise and celebrate the achievements of the UK’s Fire and Emergency Services and personnel who have made a real difference to the sector.
During this year’s ceremony, MAWWFRS’s On-Call Improvement Programme was awarded the Project of the Year Award, for delivering a measurable and transformative impact across the Service by reversing a long-term decline in On-Call availability.
The On-Call Improvement Programme
Now a key component of MAWWFRS’s Community Risk Management Plan (CRMP) 2040, the On-Call Improvement Programme (OCIP) was established in 2023 and is dedicated to improving the Service’s On-Call crewing model. The project reflects significant support and investment from Mid and West Wales Fire and Rescue Authority. Key initial priorities for the OCIP included the introduction of targeted recruitment and retention strategies, enhancing the training and development opportunities for On-Call Firefighters and investing to improve the resilience of the On-Call crewing system through an evidence-based approach.
Since its inception, the OCIP has been led by Group Manager Phil Morris. On receiving the award Phil said:
“I’m absolutely thrilled that the OCIP has been named Project of the Year at the Excellence in Fire and Emergency Awards 2025!
This award reflects the hard work, passion and commitment of everyone involved across the Service. We set out to make a difference for our On-Call Firefighters and the communities they serve and we have gone some way to achieve this.
This is once again proof that the On-Call duty system is valid as a duty system provided it is supported by Services to ensure its success.”
Measurable Success
In the seven years before launching the OCIP, the availability of MAWWFRS On-Call Firefighters had declined year-on-year, from 95% to 83%. With 75% of MAWWFRS’s Fire Stations crewed entirely by On-Call Firefighters, this posed a real threat to the sustainability of the Service’s On-Call crewing system, as well as its ability to provide adequate emergency response cover to the communities of Mid and West Wales.
Through the work and subsequent changes implemented by the OCIP, MAWWFRS has achieved a 3% increase in On-Call availability, significantly higher than the projected downward trend. This reflects how MAWWFRS has bucked a trend across the UK, as the number of On-Call Firefighters has decreased by 25% since 2004. The decline in Firefighter numbers has been across both Wholetime and On-Call Firefighters, although it has been sharpest across On-Call.
In the National Fire Chiefs Council’s (NFCC) National On-Call Research Study, published in September 2025, 9 of the UK’s 52 Fire and Rescue Services were included as case studies. Of those 9, MAWWFRS is the only Service to be featured twice, further highlighting the significant improvements made to the Service’s On-Call crewing system.
Speaking on receiving the award and the positive impact the OCIP has had on MAWWFRS, the programme’s Senior Responsible Officer, Chief Fire Officer Craig Flannery said:
“This award recognises that Service’s efforts in addressing the perennial challenge of On-Call availability and resilience. Drawing down on the most contemporary research and using it to inform our suite of improvements has begun to show a real return, one that we will continue to drive forward.
Another example of innovation within the programme has been the recent implementation of new software which provides supervisory officers with greater insights into skills and availability gaps, enabling a more holistic approach to recruitment and training to keeping the fire engines ‘on the run’.
What has been clear right from the beginning is that one size does not fit all, and I’m proud of our Service’s efforts in thinking creatively and innovatively to address the different issues that present across our area. This programme exemplifies our vision of providing the best possible Service to the communities of Mid and West Wales.”
Chair of the NFCC’s Strategic On-Call Forum and Deputy Chief Fire Officer of Lancashire Fire and Rescue Service, Steve Healey KFSM, said:
“I congratulate MAWWFRS on their Project of the Year Award and for the progress the Service has made in improving its On-Call Firefighter availability.
There is no doubt that fire and rescue services across the UK are facing increasing challenges in recruiting and retaining On-Call Firefighters, and the NFCC is working to review and streamline the recruitment, testing and retention processes for the role. The importance of On-Call Firefighters in protecting communities across the UK cannot be understated, around 90% of the UK landmass is covered by On-Call Firefighters, with around 60% of all UK Fire Engines being crewed by Firefighters operating under the On-Call duty system.
It is promising to see the positive outcomes that MAWWFRS has achieved as a result of the changes and additional investment made through their OCIP. The NFCC will use this evidence to continue working with core partners to further develop and future-proof the UK’s On-Call Firefighting crewing system.”
Become an On-Call Firefighter and Make a Real Difference
Mid and West Wales Fire and Rescue Service is currently recruiting for On-Call Firefighters. On-Call Firefighters are an essential part of our Service and your community.
The role of an On-Call Firefighter provides many opportunities for personal and professional development, through training, teamwork, leadership and problem solving. On-Call Firefighters receive payment for their services, including retainer fees and call-out payments, supplementing their income from other employment.
MAWWFRS recently introduced a new availability and pay banding system. This system recognises the need to balance work and personal lives, offering more flexible options for those interested in becoming On-Call Firefighters.
The new banding system offers five availability options, replacing the previous two, giving both current and prospective On-Call firefighters greater flexibility in how they serve.
The new banding system includes the following options:
- Band 5: At least 120 hours of availability per week
- Band 4: from 91 hours per week and up to and including 119 hours
- Band 3: from 61 hours per week and up to and including 90 hours per week
- Band 2: 31 hours per week and up to and including 60 hours per week
- Band 1: Up to and including 30 hours per week
In addition to increased flexibility, the new system offers a range of enhanced benefits for On-Call Firefighters:
- Flexible commitment: On-Call Firefighters can serve their communities while maintaining other employment, and a healthy work-life balance
- Paid compensation: On-Call Firefighters earn money for training, drills, callouts as well as an annual retainer fee
- Personal development:Gain valuable emergency response skills and access professional training and certifications
- Career progression: Becoming an On-Call Firefighter could be the first step in a Wholetime Firefighting career, or a career within another emergency services