SFJ Awards Level 3 Certificate in Emergency Services Contact Handling

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Overview 

An “Emergency Service or NHS Integrated Urgent Care Contact Handler” responds to requests for specialist professional assistance from members of the public, colleagues, and employees from other organisations (all of these individuals are called “service users”). The requests from service users could be received through a variety of communication methods, including the telephone (for example, 999 emergency or 111 urgent care calls), online applications, text messages and through social media. 

The Level 3 Certificate in Emergency Services Contact Handling qualification is competence based and involves the assessment of skills, knowledge and understanding in the real working environment. It is aimed at learners new to the contact handler role or those who are transitioning from one emergency service to another. 

https://sfjawards.com/find-qualifications/ 

To achieve this qualification, learners must achieve 15 credits from the 4 mandatory units as follows: 

  • Principles of emergency services contact handling Respond to the needs of emergency service users 
  • Manage own behaviours in the emergency services contact handler role 
  • Manage own performance, welfare and challenges in the emergency services contact handler role 

Total Qualification Time

150 hours 

Guided Learning

90 hours 

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