Emergency Contact Handler
Supporting a vital profession with the skills to succeed.
Emergency contact handlers face challenging situations where every decision matters. This apprenticeship equips call handlers with the skills to guide, support and reassure others, all while looking after themselves too.
We know work patterns are varied. That’s why learning takes place through a mix of live online sessions, flexible online activities and self-directed study.
Apprentices, you'll earn a Certificate in Higher Education as you work, with no tuition fees. And you'll develop the core communication skills for emergency contexts.
Employers can use this work-based training programme to upskill and retain current staff or attract new recruits. You can reinvest the Levy to cover the cost of training.
Why apprenticeships at ARU?
We’ll help you reap the benefits of talent acquisition through apprenticeships.
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Work-based assignments deliver impact as your apprentice learns
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Online delivery means flexibility around varied work patterns
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Instil your organisation’s business culture and procedures from an early stage
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Curriculum developed in consultation with the emergency services
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Content enriched by the Samaritans to help safeguard staff wellbeing
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Apprentices learn from expert academics who have worked in emergency call settings
of apprentices learnt new skills to contribute to their workplace in a practical way.
Source: ARU degree apprenticeships impact report
We’ll help you progress your career in the emergency services.
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Curriculum developed in consultation with emergency services
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Content enriched by the Samaritans to help safeguard wellbeing
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Earn while you learn and study for a CertHE
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Develop a deeper understanding of your setting
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Excel in your role beyond your basic training
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Learn from an academic team with emergency services backgrounds
of alumni would recommend apprenticeships to their peers.
Source: ARU degree apprenticeships impact report
Talent development
This apprenticeship is suitable for contact handlers or control room operatives in the police, fire, ambulance and other emergency, public and welfare support services.
It’s open to your current employees or new recruits.
As an employer, you want to attract, develop and keep new talent or existing employees. This apprenticeship programme can do this. You'll gain employees with the skill level to handle any situation and protect their own wellbeing at the same time.
Recruitment support for employers
Our dedicated apprenticeship team is on hand to help you attract the best candidates for your organisation. We can help with:
- crafting job advertisements
- promoting your vacancy to our quality candidate mailing lists
- adding your vacancy to the National Apprenticeship Service
- sharing opportunities across our social media channels.
Our consultants can also help you to assess candidates' suitability.
Creating a world-class apprenticeship
See how we helped Cambridge University Press recruit for their brand new degree apprenticeship.
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.
Programme content
This higher apprenticeship balances theory with a work-based approach.
Your apprentices develop exceptional communication skills, emotional intelligence and rapid decision-making. You'll gain confident members to your emergency services team.
Develop exceptional communication skills, emotional intelligence and rapid decision-making, becoming a confident member of an emergency services team.
You'll benefit from a work-based approach, meaning the course blends academic study with practical experience. Online delivery gives you the flexibility to fit study around a varied work schedule.
Entry requirements
Employers set out the person specifications for the role, but apprentices will need to meet our entry requirements to be accepted onto this 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.
- 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 course. If you have any questions about these entry requirements, please contact [email protected]
Fees and funding
Degree apprenticeships are a smart investment. You can reinvest Levy funds to cover the cost of an apprenticeship or receive funding support from the Government.
If you operate in England and your annual payroll is over £3m, you pay a levy of 0.5% of your payroll into a levy account.
Apprenticeships are paid for by your employer. You won’t pay any tuition fees on this course.
Our team of experts is here to help form your organisation’s apprenticeship offering and guide you through the process.
Speak to your employer about this course and how it could be beneficial for your development.
Our expert consultants can meet with you and your employer to make setting up simple and straightforward.
Finding an apprenticeship role
To start an apprenticeship, you need to be in a suitable role and have the support of your employer.