SFJ Awards are experts in developing qualifications for the protective services, with years of experience supporting the emergency services workforce with skills and career progression.
Background to the development
Continuing in their mission to improve skills and enhance workforces, SFJ Awards has launched a new Level 3 Certificate in Emergency Contact Handling, which went live 1 January 2025. This new qualification has been developed to replace the previous Level 3 in Emergency Services Contact Handling, which had been live for five years and required a review to ensure it met sector need with current legislation, policies, and procedures.
The new Emergency Contact Handling qualification has been mapped to the Emergency Contact Handler apprenticeship standard to ensure consistency and to offer an alternative route into the apprenticeship.
Qualification contents and aims
This qualification supports individuals in responding effectively to requests for specialist professional assistance from service users, including the public, colleagues, and partner organisations, via various communication channels, such as telephone, online applications, text, and social media.
The new certification is aimed at both those entering the role and those transitioning between emergency services. This competence-based qualification ensures learners demonstrate their ability to work in real-world environments, enabling them to provide timely, accurate, and appropriate responses to emergency and non-emergency situations.
The working group
To develop this qualification, SFJ Awards drew expertise from a working group of key contacts from across the justice sector. This included expert insights from Hampshire Constabulary and Thames Valley Police.
Discover more and get in touch to offer this qualification
You can find out more about this qualification in its handbook. Approved SFJ Awards centres can request your approval to be extended for this new qualification. If you’re not currently working with us, but are interested in offering this qualification, you can discover more about how to become an approved centre.
