About the qualification
Qualification Number: 610/5105/6
Operational Start Date: 1st January 2025
Total Qualification Time: 150 hours
Guided Learning: 90 hours
What are the objectives for the Level 3 Certificate in Emergency Contact Handling?
An Emergency Contact Handler responds to requests for specialist professional assistance from members of the public, colleagues, and employees from other organisations (all 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.
This 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.
What are the pre-entry requirements for the Level 3 Certificate in Emergency Contact Handling?
There are no pre-entry requirements for this qualification. However, centres must ensure that learners are able to complete this qualification, for example, through completing a skills scan to ensure they can work at the appropriate level.
For more information, download the Qualification Handbook here:
Qualification Handbook