Emergency service contact handling apprenticeship

Deal with medical emergency calls

An emergency service or NHS integrated urgent care contact handler responds to requests for specialist professional assistance from members of the public, colleagues and employees from other organisations, through a variety of communication methods, including the telephone (999 emergency or 111 urgent care calls), online applications, text messages and social media. Some service users could be directly or indirectly involved in difficult or traumatic situations (for example, they may be in danger or unwell), and may display a variety of characteristics (for example, vulnerability, anxiety, confrontational). On the emergency service contact handling apprenticeship, you’ll train in communicating with service users to ascertain their needs, provide reassurance and advice, and decide and take the appropriate course of action. You’ll need to act calmly and efficiently under pressure, ensuring computer systems are accurately updated. As an apprentice, you’ll take up a contact handler role at a ‘blue light’ organisation such as the police, fire or ambulance service or an NHS integrated urgent care organisation. You will typically work shifts, which will include working some nights, weekends and bank holidays to provide a 24 hour service, 365 days a year.


Duration: 12 months

Relevant school subjects: Science, languages

Entry requirements for the emergency service contact handling apprenticeship: Minimum age of 18 and GCSE in English

Achievement upon completion: Level 3 (Advanced)—equivalent to A-levels

Potential salary upon completion: £20,000 per annum

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