Apprenticeships - Level 3 Apprenticeship Standard 262 - Emergency Service Contact Handling

Retail and Commercial Enterprise

Retail and Commercial Enterprise
Retail and Commercial Enterprise
We are only accepting one application per candidate.

What will you be working towards?

Code 59364
Qualification Type Apprenticeship
Qualification Level Level 3
Course type Full Time


This apprenticeship is ideal for those working in the emergency services sector as a call handler. The programme is tailored to suit this specific job role, skills, knowledge and behaviours and working methods and will highlight areas for development.


What you will study

To achieve the transferable knowledge, skills and behaviours required for an 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.

How will it be delivered?

Assessments will take place both in the workplace and at college, using an online e-portfolio.

Prior to commencing your apprenticeship, you will attend an induction either at college or your workplace. This includes an assessment of your maths and English skills to determine your current abilities, and an introduction to apprenticeships and your e-portfolio.

During the apprenticeship you will complete assignments, gather product evidence for your portfolio, and be observed by your assessor in the workplace.

After on programme learning has taken place, you will complete an End Point Assessment. This consists of an observation of live contacts and pre-recorded contacts, and a professional discussionbased on evidence of knowledge and behaviours. This will be carried out by an Independent End Point Assessor from Skills for Justice.

Entry requirements

Certificate evidence of English and maths at level 2 or GCSE grade A*-C (or new grade 9-4). If you do not have these, we can support the development of your English and maths skills through completion of Functional Skills in the relevant subject and one-to-one support.

You should also be working in a role that corresponds with the apprenticeship standard, which involves senior customer interaction in a relevant emergency contact centre (Police, Fire, Ambulance or approved NHS emergency contact centre).

Your next steps...

Further Study

Successful completion of this apprenticeship will allow you to progress to Higher Education studies at Level 4 and above, including Foundation Degrees. This apprenticeship will also support progression to other related occupational areas, such as Business Administration or Customer Service, to give some examples.

Career Opportunities

This apprenticeship will assist your career progression within an emergency service contact centre setting, as well as providing opportunities to develop your skills in other business-related roles.