Emergency service contact handling

Emergency service contact handling

This apprenticeship is no longer available

“Responding to requests for specialist professional assistance”

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. Service users may be directly or indirectly involved in difficult or traumatic situations, and may display a variety of characteristics. As a contact handler, 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.

Duration: 12 months

Relevant school subjects: English

Entry requirements: Minimum age of 18 and GCSE in English

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

Potential salary upon completion: £18,000 per annum

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