Deal with emergency and non-emergency calls.
This occupation is found in organisations which receive contacts from members of the public who are in emergency and non-emergency situations. Typical organisations are Ambulance, Fire, Police, the NHS, National Highways, and the Maritime and Coastguard Agency.
The broad purpose of the occupation is to be the first point of contact for requests for assistance from members of the public and other organisations.
The employee receives emergency and non-emergency contacts from the public and other organisations. Contacts could be received via a variety of communication methods, including telephone for example 999, 101 or 111 urgent care calls, online submissions, and social media. Some contacts will be directly or indirectly involved in difficult and/or traumatic situations for example, they may be in danger or unwell, and may display a variety of behaviours for example, anxiousness, hostility, vulnerability.
The employee obtains information in relation to the circumstances being reported, identifies risks, and decides and takes the appropriate action. They use a variety of sector specific technology, often simultaneously, to record and update information.
The employee effectively communicates information. This could be giving advice, including in life endangering situations, and managing expectations around the service that can be provided.
The employee will typically work shifts, which could include working some nights, weekends and bank holidays, to enable the employer to provide a 24-hour service, 365 days a year.
In their daily work, an employee in this occupation interacts with colleagues at all levels, including team members, managers and other departments. They may also interact with other local or national agencies such as other emergency services, local authority departments, care providers, and other support services.
An employee will report to a line/team/shift or duty manager and will generally not have any formal line management responsibility.
An employee in this occupation is responsible for adhering to organisational, legislative and national policy and procedures when dealing with contacts. They must uphold organisational values and ethical standards and frameworks. They are expected to participate in Continuous Professional Development (CPD).
The employee will work independently, adhering to their organisation's working practices, with support/supervision when appropriate.
This is a summary of the key things that you – the apprentice and your employer need to know about your end-point assessment (EPA). You and your employer should read the EPA plan for the full details. It has information on assessment method requirements, roles and responsibilities, and re-sits and re-takes.
An EPA is an assessment at the end of your apprenticeship. It will assess you against the knowledge, skills, and behaviours (KSBs) in the occupational standard. Your training will cover the KSBs. The EPA is your opportunity to show an independent assessor how well you can carry out the occupation you have been trained for.
Your employer will choose an end-point assessment organisation (EPAO) to deliver the EPA. Your employer and training provider should tell you what to expect and how to prepare for your EPA.
The length of the training for this apprenticeship is typically 12 months. The EPA period is typically 6 months.
The overall grades available for this apprenticeship are:
When you pass the EPA, you will be awarded your apprenticeship certificate.
The EPA gateway is when the EPAO checks and confirms that you have met any requirements required before you start the EPA. You will only enter the gateway when your employer says you are ready.
The gateway requirements for your EPA are:
Observation of live contacts and pre-recorded contacts with questions
You will be observed by an independent assessor dealing with emergency and non-emergency calls. This will last 75 minutes and be in your normal place of work, they will ask you at least 2 questions on technology. The independent assessor will also listen to 5 pre-recorded calls which you have selected prior to end-point assessment after which they will ask you at least 5 questions on communication.
Professional discussion underpinned by a portfolio of evidence
You will have a professional professional discussion with an independent assessor. It will last 75 minutes. They will ask you at least 14 questions. The questions will be about certain aspects of your occupation. You need to compile a portfolio of evidence before the EPA gateway. You can use it to help answer the questions.
The EPAO will confirm where and when each assessment method will take place.
You should speak to your employer if you have a query that relates to your job.
You should speak to your training provider if you have any questions about your training or EPA before it starts.
You should receive detailed information and support from the EPAO before the EPA starts. You should speak to them if you have any questions about your EPA once it has started.
If you have a disability, a physical or mental health condition or other special considerations, you may be able to have a reasonable adjustment that takes this into account. You should speak to your employer, training provider and EPAO and ask them what support you can get. The EPAO will decide if an adjustment is appropriate.
| Version | Change detail | Earliest start date | Latest start date |
|---|---|---|---|
| 1.2 | End-point assessment plan revised | 13/10/2023 | Not set |
| 1.1 | Standard, end point assessment and funding revised | 01/03/2023 | 12/10/2023 |
| 1.0 | Approved for delivery | 12/04/2018 | 28/02/2023 |
Crown copyright © 2025. You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. Visit www.nationalarchives.gov.uk/doc/open-government-licence