Reference Quantity: ST0483

Particulars of ordinary


An “Emergency Service or NHS Built-in Pressing Care Contact Handler” responds to requests for specialist skilled help from members of the general public, colleagues, and staff from different organisations (all of those people are known as “service customers”). The requests from service customers may very well be obtained by quite a lot of communication strategies, together with the phone (for instance, 999 emergency or 111 pressing care calls), on-line functions, textual content messages and thru social media. Some service customers will probably be immediately or not directly concerned in troublesome and / or traumatic conditions (for instance, they could be in peril or unwell), and should show quite a lot of traits (for instance, vulnerability, nervousness, confrontational).

The function of the Contact Handler is to speak with the service customers to establish their wants, present reassurance and recommendation, and determine and take the suitable plan of action (following processes and procedures). As this motion could require a right away response by emergency service personnel, the Contact Handler has to behave calmly and effectively beneath stress, making certain pc programs are precisely up to date.

A Contact Handler will usually work for a “blue gentle” organisation, for instance, a Police, Hearth or Ambulance Service or an NHS Built-in Pressing Care organisation. A Contact Handler will sometimes work shifts, which can embrace working some nights, weekends and financial institution holidays to supply a 24 hour service, 12 months a yr. They won’t typically have any formal line administration duty. 

Entry necessities

Because of the nature of this function, a minimal age of 18 could also be an employer requirement. The flexibility to converse clearly with service customers is important for this occupation, and consistent with the “Code of Observe on the English Language necessities for public sector staff”, {qualifications} in English could also be required by employers (for instance, an organisation could require an English GCSE at grades A-C or equal). Some other entry necessities will probably be specified by an employer within the job commercial and/or job description for the function.



Information Safety

  • Methods to adjust to the Information Safety laws, laws and insurance policies related to the precise emergency service sector1 and/or organisations.

Well being, Security & Safety

  • Methods to adjust to the Well being and Security laws and any laws/organisational insurance policies related to the precise emergency service sector, together with to the administration of personal welfare.
  • This may embrace realizing and understanding the way to present important well being and security recommendation to service customers, particular to every sector.
  • Examples of well being and security recommendation: life saving directions, the way to keep protected in a scenario the place there may be threat of hurt to the service person or others, how to answer a specific kind of fireplace or flooding.

Equality & Inclusion

  • Equality laws/laws/insurance policies and the way these influence on the best way a Contact Handler responds to service customers and colleagues.

Communication Methods

Superior and efficient communication strategies, together with:

  • methods to construct rapport and empathise, reassuring service customers while they’re in an emergency scenario
  • strategies of questioning and listening
  • strategies to affect and negotiate
  • the way to handle difficult calls and conditions.

Technical Information of Incidents

Incidents related to the precise sector, together with a full comprehension of:

  • complicated terminology, for instance medical situations, fire-fighting procedures
  • identification of the kind and potential penalties of every kind of incident, for instance, whether or not an incident is a police or civil matter
  • important recommendation/directions which ought to be offered to service customers in response to particular incidents.

Examples of the kinds of recommendation and knowledge offered (which will probably be depending on the precise sector): Well being and security directions/recommendation (in relation to the scenario reported); crime scene preservation; actions to take following a street site visitors collision; responding to home abuse incidents; CPR steering to a variety of ages; airways administration for unconscious sufferers; childbirth supply directions; fireplace survival steering for folks trapped in a hearth; info and recommendation for chemical, organic, radiological or nuclear incidents; security recommendation for folks trapped in automobiles/shut in lifts/immersed in water and for preserving protected in flooded property

Determination Making

  • Determination making strategies, together with rules of dynamic threat evaluation and the way to make selections in important conditions, consistent with particular emergency service sector and/or organisational necessities. This may embrace the way to remotely assess threat and make selections in emergency conditions which can quickly change in nature while the service person is involved with the handler.

Grading of Incidents

  • Methods to grade incidents and escalate to ensure that sources to be deployed, as acceptable, consistent with insurance policies and procedures of the sector / organisation.


  • The IT and communication options related to the precise sector/organisation, together with contact administration gear (e.g. telephony programs), and bespoke software program programmes (e.g. recording and useful resource programs).

Multi-agency Working

The roles and obligations of companion and commissioned businesses and when and the way to deploy/name on them. This contains an understanding of:

  • JESIP (Joint Emergency Companies Interoperabiltiy Programme)
  • How and when to sign-post service customers to different companions/businesses.


  • Processes and procedures of the function of contact handler in personal sector / organisation. 


  1. Function communication programs and bespoke software program in an environment friendly and efficient means.
  2. Talk with service customers in a transparent, calm and reassuring method.
  3. Collect related info from the service person, utilizing questioning strategies acceptable to the scenario.         Examples of the kinds of info gathered (which will probably be depending on the precise sector): Particulars of the service person and outline of incident which they’re reporting; any threats to life; accidents; diseases and medical historical past; description of victims, suspects or folks concerned; color of smoke if there’s a fireplace.
  4. Precisely utilise and document info on pc programs and bespoke software program packages, which can be while speaking with the service person.
  5. Handle service customers’ expectations relying on quite a lot of elements together with severity of the scenario and any regulatory necessities. This will probably be completed by persuasive negotiation and should require being assertive in some circumstances (for the protection of service customers).
  6. Present fast and acceptable recommendation and knowledge to the service person, adapting this, as needed, because the contact progresses.
  7. Assess info and determine acceptable plan of action, following related organisational procedures, laws and laws.
  8. Full any ensuing actions precisely and effectively, consistent with organisational and nationwide necessities, so as to result in one of the best decision for the service person(s) and the organisation.


Range & Inclusion

  • Deal with colleagues and repair customers with compassion and empathy, with out bias or prejudice. Respect variety, beliefs, tradition and values.

Skilled Integrity

  • Display the very best requirements of professionalism and trustworthiness, ensuring that organisational values, ethical codes and moral requirements are all the time upheld. Act in one of the best pursuits of the service person, searching for steering when needed.

Private resilience

  • Handle a number of calls for, while prioritising security. Handle personal feelings in difficult conditions with service customers, remaining calm {and professional}. Recognise when to hunt help for personal welfare.

Private Dedication

  • Be dependable and adaptable. Observe organisational directions when given. Take possession for personal skilled efficiency and steady improvement.


  • Display a proactive strategy to collaboration with colleagues from personal and different organisations by providing assist, help and steering.

{Qualifications}: Apprentices with out Stage 2 English and Arithmetic might want to obtain this stage previous to taking the end-point evaluation.

Stage: Stage 3

Anticipated period: Minimal of 12 months

Assessment date: after 3 years

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