Standard Emergency Service Contact Handler Apprenticeship Level 3 - Bridgwater & Taunton College

Course Overview

You need to be employed to start an Apprenticeship. Please visit our vacancy page or if you have an employer, please ensure you add full contact details of your employer within your application. If you are unable to secure employment, you could enrol on a full-time study programme and transfer to an Apprenticeship at a later date. Please apply for a full-time course as your second option.

The role of the contact handler is normally working with a ‘blue light’ organisation such as the police, fire or ambulance service. They will be the first point of call for service users and will take immediate and appropriate action in dispatching an emergency service.

The contact handler apprenticeship provides a unique opportunity to join a ‘blue light’ organisation working to ensure that service users receive the most appropriate and timely response to a variety of situations, which may be life threatening.

The apprenticeship standard comprised of Knowledge, Skills and Behaviours and apprentices will be assessed against each of the critieris throughout the apprenticeship. These include:

  • understanding compliance with key legisilation, policy and procudures
  • advanced and effective communication techniques
  • technical knowledge of incidetns
  • decision making & incident grading
  • multi-agency working

Assessment Methods

The apprentice will be assessed in the workplace and during specific employer led training sessions.  An e-portfolio will be used to compile the evidence requierments of the end point assessment.

The end point assessment will comprise of:

  • observation and assessment of a live call
  • assessment of a number of pre-recorded calls
  • panel discussion

Progression Options

On completion of the apprenticeship you could progress onto a management apprenticeship such as as Level 5 Operational/Departmental manager.

Course Summary

Course Title Standard Emergency Service Contact Handler Apprenticeship Level 3
Entry Requirements

Must be over 18
Good standard of English and math (GCSE C/4 or above is preferred)
Must have been offered an employment role as a call handler. If you do not have an employer offer and wish to have an informal discussion about applying for a call handler role, please contact our admissions team on or call 01278 441368.

Attendance Requirements All work will be assessed in the workplace and there will be no requirement to attend college.  The end point assessment will be also be assessed in the workplace.
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