Undergraduate: CertHE Emergency Contact Handler Emergency Contact Handler
Introduction
As an Emergency Contact Handler, you’ll face challenging situations where every decision matters. This apprenticeship gives you the skills to guide, support and reassure others – while looking after yourself too. You’ll earn a Certificate in Higher Education as you work, with no tuition fees.
Course highlights
- Benefit from a curriculum developed in consultation with the emergency services.
- Enriched with content from the Samaritans to develop behaviours that promote your mental health and wellbeing.
- Earn while you learn and develop deeper understanding of your setting, equipping you to excel in your role beyond your basic training.
- Get support from an academic team that have worked in emergency call settings.
The Emergency Contact Handler Higher Apprenticeship is open to both new recruits and current employees. It helps raise the profile of this vital role and supports emergency services in their work with the public and vulnerable people.
As an apprentice, you’ll build the skills to handle any incident or conversation with confidence. You’ll develop core communication skills for emergency contexts. This includes call management, empathy and questioning techniques. You’ll also reflect on your own practice. Focus on emotional resilience, assertive communication and managing stress.
Key facts
An apprenticeship is a job with training, combining practical experience with academic learning.
All apprenticeships have been assigned a minimum requirement of off-the-job-training (OTJT) hours to comply with the Funding Rules. We will advise you and your employer on how these OTJT hours are planned. This time will be dedicated to developing the knowledge and skills needed to meet the requirements of the apprenticeship and therefore are not part of your usual work duties.
The off-the-job learning is delivered as a combination of live online activities (synchronous), flexible on-demand online activities (asynchronous) and time allocated to self-directed applied study while you work.
Assessment
You will be assessed at the end of each module you undertake (on-programme assessments) which will contribute towards the final award of your qualification.
You will also undertake an End Point Assessment (EPA) to complete your apprenticeship.
The EPA for this apprenticeship is independently assessed and takes place when all on-programme assessments have been successfully passed.
Careers
With this qualification, you’ll be recognised as a capable Emergency Contact Handler. You’ll be ready for roles as a contact handler or control room operative in the police, fire, ambulance and other emergency, public and welfare support services.
In the future, you could progress into team leadership or move into roles such as Police Constable, Paramedic or Counsellor.
Entry requirements
In addition to the person specifications that have been set out by your employer, these are the entry requirements for the course.
- Employment in a suitable role on a permanent contract exceeding 25 hours per week.
- Employer support to undertake this course with an assigned HCPC (or equivalent body) registered supervisor/mentor.
- Confirmed eligibility to be funded as an apprentice as set out within the DofE’s Funding Rules*.
- A completed Skills Scan and Initial Assessment discussion.
- Apprentices aged 16-18 – Level 2 Mathematics and English (or equivalent); apprentices aged 19+ - Level 2 English*.
*All applicants must meet the eligibility criteria outlined by the DfE Apprenticeship Funding Rules applicable at the start of the programme. If you have any questions about these entry requirements, contact [email protected] in the first instance.
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How to apply
To apply for an apprenticeship, you need to have the support of your employer. If you already have the support of your employer or have any questions before talking to them, please do not hesitate to contact one of our apprenticeship experts who will be happy to help.
For employers
If you have any questions or would like to discuss any aspect of degree apprenticeships, then our dedicated Degrees at Work team are here to help. Get in touch today on the details above or take a look at our information for employers.
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