The Emergency Contact Handler Level 3 apprenticeship prepares learners to become the first point of contact for members of the public and organisations seeking emergency or non-emergency assistance. Apprentices will develop the skills to gather and assess critical information, identify risks, and respond appropriately in high-pressure situations while delivering calm, professional and compassionate communication.

Emergency Contact Handlers work within services such as the Police, Fire and Rescue, Ambulance, NHS and other emergency response organisations, using specialist systems and technology to record information, provide advice and coordinate appropriate support while adhering to organisational procedures, legislation and ethical standards.

Throughout the apprenticeship, learners will develop knowledge and skills in communication, incident handling, risk assessment, safeguarding and decision-making within emergency and non-emergency environments. The programme covers call handling techniques, managing vulnerable or distressed individuals, conflict management, data protection, professional standards and the use of sector-specific systems and technology.

Apprentices will also learn how to work collaboratively with emergency services and partner agencies, manage information accurately, maintain resilience and wellbeing, and provide effective support while working independently within organisational policies and procedures.

This Apprenticeship has 2 assessment methods.

• Assessment Method 1: Observation of live contacts and pre-recorded contacts with questions
• Assessment Method 2: Professional discussion underpinned by portfolio of evidence

Typical roles that this apprenticeship will support are Contact management centre operators, Contact resolution officers, Emergency contact handlers, Emergency controllers, Fire control contact handlers, Health advisors, and Regional operations centre operators