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Apprenticeship training course

Emergency service contact handling (level 3)

Dealing with medical emergency calls.

Qualification level
Equivalent to A level.
Typical duration
12 months
Apprenticeship category
Protective services
Maximum funding
Maximum amount government will fund
for apprenticeship training.
Skills an apprentice will learn
  • Operate communication systems and bespoke software in an efficient and effective way.
  • Communicate with service users in a clear, calm and reassuring manner.
  • Gather relevant information from the service user, using questioning techniques appropriate to the situation. Examples of the types of information gathered (which will be dependent on the specific sector): Details of the service user and description of incident which they are reporting; any threats to life; injuries; illnesses and medical history; description of victims, suspects or people involved; colour of smoke if there is a fire.
  • Accurately utilise and record information on computer systems and bespoke software packages, which may be whilst communicating with the service user.
  • Manage service users’ expectations depending on a variety of factors including severity of the situation and any regulatory requirements. This will be done through persuasive negotiation and may require being assertive in some cases (for the safety of service users)
  • Provide immediate and appropriate advice and information to the service user, adapting this, as necessary, as the contact progresses.
  • Assess information and decide appropriate course of action, following relevant organisational procedures, regulations and legislation.
  • Complete any resulting actions accurately and efficiently, in line with organisational and national requirements, in order to bring about the best resolution for the service user(s) and the organisation.

Full information on Emergency service contact handling (level 3) is available from the Institute for Apprenticeships and Technical Education.

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