Wakefield College - Emergency Service Contact Handling Skip to main content

Emergency Service Contact Handling

This qualification can equip candidates with the skills to enable them to further their career in the roles of team leader, assistant office manager or supervisory role in the Customer Service and Emergency Services sectors.

This course is only available to those already working in the ‘blue light’ emergency services sector.

Course Overview

The programme is tailored to suit your job role, skills, knowledge and behaviours and working methods and will highlight areas for development.

Entry requirements
Due to the nature of this role, a minimum age of 18 may be an employer requirement. The ability to converse clearly with service users is essential for this occupation, and in line with the ‘Code of Practice on the English Language requirements for public sector workers’, qualifications in English may be required by employers (for example, an organisation may require an English GCSE at grades A-C or equivalent). Any other entry requirements will be specified by an employer in the job advertisement and/or job description for the role.

Contact for more information
For further discussion, and to arrange a visit from the College ‘Blue Light Team’, please telephone 01924 789469.

Key Points
  • We will work with you to devise a bespoke delivery plan to suit your organisation
  • Can be delivered on your premises
  • Use of Electronic Portfolio to map evidence (SMART ASSESSOR)
  • Can be delivered to suit shift patterns and cause minimum disruption to service delivery
  • Available nationwide
  • Can be funded through the apprenticeship Levey, guidance provided on use of Apprenticeship Levy if needed
  • For new recruits or, existing members of staff
  • Current Customers include the National Highways, Warwickshire Fire Service and Hertfordshire Urgent Care (HUC)

Course Leaflet

Having almost completed my course I have found the knowledge, techniques and processes learned extremely useful. I have been able to apply them to my full-time work enabling me to improve the service level I can offer to customers. The college tutors have been very welcoming and helpful during my apprenticeship providing regular feedback and one to one sessions, this has certainly helped me achieve my best during the course.
West Yorkshire Police
What is an Emergency Service Contact Handler?

An Emergency Service Contact Handler responds to requests for specialist professional assistance from members of the public, colleagues, and employees from other organisations (‘service users’). The requests from service users could be received through a variety of communication methods, including the telephone (for example, 999 emergency or 111 urgent care calls), online applications, text messages and through social media. Some service users will be directly or indirectly involved in difficult and/or traumatic situations (for example, they may be in danger or unwell), and may display a variety of characteristics (for example, vulnerability, anxiety, confrontational).

The role of the Contact Handler is to communicate with the service users to ascertain their needs, provide reassurance and advice, and decide and take the appropriate course of action (following processes and procedures). As this action may require an immediate response by emergency service personnel, the Contact Handler has to act calmly and efficiently under pressure, ensuring computer systems are accurately updated.

A Contact Handler will normally work for a “blue light” organisation, for example, a Police, Fire or Ambulance Service or an NHS Integrated Urgent Care organisation. A Contact Handler will typically work shifts, which will include working some nights, weekends and bank holidays to provide a 24 hour service, 365 days a year.

Register your interest and we’ll get back to you.