QMIS Login XAMS Learner Login XAMS Centre Login Learner Certificate Validator 01530 836662 Level 3 Emergency Service Contact Handling Overview Facts Information Assessment Plan Reference Number: ST0483 Details of the apprenticeship standard and occupational profile: 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 (all of these individuals are called “service users”). The requests from service users could be received through a variety of communication methods, including the telephone (eg: 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 (eg: they may be in danger or unwell), and may display a variety of characteristics (eg: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. They will not generally have any formal line management responsibility. 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. Speak to us on 01530 836668 Qualifications Our Range of Qualifications Qualification Types Qualification Levels Regulated Qualifications Framework Accreditation and Recognition Providing Qualifications Scottish Qualifications Authority (SQA) Centres How to become an Approved Centre Qualifications Management Information System (QMIS) QMIS Login Centre Events Learning Aim Reference Service Centre Support About FutureQuals Company Information Jobs at FutureQuals Testimonials Policies and Procedures Useful Website Links How to Find Us Centre News © 2021 FUTURE (AWARDS AND QUALIFICATIONS) LIMITED. Registered in England & Wales No. 05327136 GDPR Privacy Policy Cookie Policy By continuing to browse the site, you are agreeing to our use of cookies.