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

Course Overview

Begin your apprenticeship journey at BTC by applying for an apprenticeship on our website or through our prospectus form. Please apply for a full-time course as your second option. Then, have a look at relevant vacancies by visiting our vacancy page . If you haven’t found a suitable vacancy, you will automatically be placed into our Talent Pool.

As a member of our Talent Pool, you will be the first to hear about new vacancies and we offer support with CVs, interview techniques, employability skills and much more!

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

Click here to view the Institute for Apprenticeships & Technical Education Standard for this course.

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

Applicants are usually required to be over 18 due to the possible nature
of some of the calls.  Math and English GCSE at C/4 or above is

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.
Start Date
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Interested in studying an Apprenticeship? Go for it! My Apprenticeship has increased my confidence and provided me with a wealth of new knowledge and skills. I have discovered a new passion for what I do.

Neil Moy, Horticulture & Landscape Operative Apprentice

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