Apprenticeship training course

Emergency contact handler (level 3)

There are 3 training providers who offer this course.

Information about Emergency contact handler (level 3)

Deal with emergency and non-emergency calls.

• Knowledge, skills and behaviours:
  View knowledge, skills and behaviours

  Knowledge

  • Data protection legislation, any sector specific regulations and organisational policies/procedures.
  • Health and safety legislation, any sector specific regulations and organisational policies/procedures, including the management of own welfare.
  • Equality legislation, any sector specific regulations and organisational policies/procedures.
  • Methods of building rapport and displaying empathy.
  • Listening and questioning techniques.
  • Methods of influencing, negotiating and managing conflict.
  • Incident types relevant to the sector including what advice and/or information should be provided, potential outcomes/consequences, and the mobilisation/deployment of appropriate resources.
  • Decision making techniques relevant to sector.
  • Principles of risk assessment relevant to the sector.
  • Grading and/or prioritisation of incidents using sector guidelines.
  • Communication and technology systems relevant to the sector/organisation.
  • The roles and responsibilities of partner organisations.
  • When and how to collaborate with partner organisations in line with sector principles, for example JESIP.
  • Processes and procedures are followed to ensure effective incident management.
  • The importance of reflective practice and continuing professional development.
  • The ethical standards of the organisation.

  Skills

  • Use appropriate sector specific phraseology.
  • Operate communication systems.
  • Operate software systems.
  • Communicate in a calm manner considering the caller’s circumstances.
  • Build and establish appropriate rapport.
  • Use clear language to convey instructions, avoiding jargon and sector specific terminology.
  • Overcome barriers to effective communication.
  • Use appropriate questioning techniques to gather relevant information to the incident.
  • Use appropriate listening techniques to gather relevant information to the incident.
  • Record relevant information appropriate to the incident accurately, clearly and concisely and review information already held on the incident where applicable.
  • Manage the expectations of the public, colleagues, internal and external partner organisations.
  • Provide advice or information appropriate to the incident, giving safety advice when necessary and adapting response when required.
  • Identify and assess risk, take action and record appropriately.
  • Update internal and external colleagues when applicable.
  • Decide and apply grading or prioritisation guidelines appropriate to the incident.
  • Analyse information and apply relevant policy, procedures or regulations appropriate to the incident.
  • Advise on the appropriate course of action, signposting to other organisations when required.
  • Undertake tasks simultaneously, seeking assistance when necessary.
  • Complete any resulting actions accurately and efficiently at the end of the contact

  Behaviours

  • Act in a non-judgemental and inclusive manner, respecting diversity.
  • Behave ethically and professionally to meet organisational values, policies and procedures.
  • Behave calmly in challenging situations, recognising when to seek appropriate support and guidance.
  • Take responsibility for own continuing professional development.
  • Take a proactive approach to collaboration with colleagues and partner organisations.
• Apprenticeship category (sector): Protective services
• Qualification level: 3; Equal to A level
• Course duration: 12 months
• Funding: £12,000 ; Maximum government funding for ; apprenticeship training and assessment costs.
• Job titles include:
  • Contact management centre operators
  • Contact resolution officer
  • Emergency contact handler
  • Emergency controllers
  • Fire control contact handler
  • Health advisors
  • Regional operations centre operator

View more information about Emergency contact handler (level 3) from the Institute for Apprenticeships and Technical Education.