To achieve the transferable knowledge, skills and behaviours required for
emergency services contact handler, you will work towards completion of three
modules.
Module 1 – Knowledge
• Legislation including data
protection, equality and inclusion, and health, safety and security
•
Communication techniques
• Technical knowledge and grading of incidents
•
Decision making
• Technology
• Multi-agency working
• Procedures
Module 2- Skills
• Operate communication systems and
bespoke software
• Effectively communicate and question service users,
providing immediate and appropriate advice and information
• Accurately
utilise and record gathered information using technology
• Manage service
users’ expectations
• Assess information and decide and complete appropriate
course of action in line with organisational and national requirements
Module 3 – Behaviours
• Treat colleagues and service
users with compassion and empathy, without bias or prejudice
• Demonstrate
the highest standards of professionalism and trustworthiness
• Uphold
organisational values, moral codes and ethical standards
• Manage multiple
demands, whilst prioritising safety
• Manage own emotions in challenging
situations
• Be reliable and adaptable
• Take ownership for own
professional performance and continuous development
• Demonstrate a proactive
approach to collaboration
These are pre-selected in line with the requirements of the role and the End
Point Assessment for this apprenticeship.
Functional Skills in English and Maths:
These are key
elements of your apprenticeship and are essential to the role of an emergency
services contact handler. If you do not already have a GCSE at grade A*-C (or
new grade 9-4) in these subjects you will be required to study Functional Skills
at the appropriate levels. Maths and English skills will support your
apprenticeship programme, assisting you with assignment writing, research, job
applications, and data analysis, to mention just a few.
Most employers look for ability in these areas and the majority of university
courses require you to have Maths and English GCSEs at A*-C (or new grade 9-4).
This is why the development of Maths and English is so important, whatever your
field of study.