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.
| Duty | KSBs |
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Duty 1 Receive emergency and non-emergency contacts from the public and other agencies using a range of communication tools, for example, telephone or online. |
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Duty 2 Obtain relevant information in relation to the circumstances being reported. |
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Duty 3 Analyse and assess information to identify risks to the public colleagues and, where relevant, other agencies. |
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Duty 4 Decide and take appropriate course of action, using sector specific grading guidelines or mobilising procedures. |
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Duty 5 Adhere to organisational, legislative and national policy and procedures when dealing with contacts. |
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Duty 6 Use a variety of sector specific technology to identify, record and update information relevant to the incident. |
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Duty 7 Apply appropriate and effective communication techniques in a variety of situations, which could be in routine or life endangering circumstances. This includes questioning, listening, giving instructions or advice, and managing expectations. |
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Duty 8 Work with internal and external partner agencies to ensure an effective response to incidents. |
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Duty 9 Participate in continuing professional development. |
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Duty 10 Uphold organisational values and ethical standards and frameworks. |
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K1: Data protection legislation, any sector specific regulations and organisational policies/procedures.
Back to Duty
K2: Health and safety legislation, any sector specific regulations and organisational policies/procedures, including the management of own welfare.
Back to Duty
K3: Equality legislation, any sector specific regulations and organisational policies/procedures.
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K4: Methods of building rapport and displaying empathy.
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K5: Listening and questioning techniques.
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K6: Methods of influencing, negotiating and managing conflict.
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K7: Incident types relevant to the sector including what advice and/or information should be provided, potential outcomes/consequences, and the mobilisation/deployment of appropriate resources.
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K8: Decision making techniques relevant to sector.
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K9: Principles of risk assessment relevant to the sector.
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K10: Grading and/or prioritisation of incidents using sector guidelines.
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K11: Communication and technology systems relevant to the sector/organisation.
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K12: The roles and responsibilities of partner organisations.
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K13: When and how to collaborate with partner organisations in line with sector principles, for example JESIP.
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K14: Processes and procedures are followed to ensure effective incident management.
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K15: The importance of reflective practice and continuing professional development.
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K16: The ethical standards of the organisation.
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S1: Use appropriate sector specific phraseology.
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S2: Operate communication systems.
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S3: Operate software systems.
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S4: Communicate in a calm manner considering the caller’s circumstances.
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S5: Build and establish appropriate rapport.
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S6: Use clear language to convey instructions, avoiding jargon and sector specific terminology.
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S7: Overcome barriers to effective communication.
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S8: Use appropriate questioning techniques to gather relevant information to the incident.
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S9: Use appropriate listening techniques to gather relevant information to the incident.
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S10: Record relevant information appropriate to the incident accurately, clearly and concisely and review information already held on the incident where applicable.
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S11: Manage the expectations of the public, colleagues, internal and external partner organisations.
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S12: Provide advice or information appropriate to the incident, giving safety advice when necessary and adapting response when required.
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S13: Identify and assess risk, take action and record appropriately.
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S14: Update internal and external colleagues when applicable.
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S15: Decide and apply grading or prioritisation guidelines appropriate to the incident.
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S16: Analyse information and apply relevant policy, procedures or regulations appropriate to the incident.
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S17: Advise on the appropriate course of action, signposting to other organisations when required.
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S18: Undertake tasks simultaneously, seeking assistance when necessary.
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S19: Complete any resulting actions accurately and efficiently at the end of the contact
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B1: Act in a non-judgemental and inclusive manner, respecting diversity.
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B2: Behave ethically and professionally to meet organisational values, policies and procedures.
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B3: Behave calmly in challenging situations, recognising when to seek appropriate support and guidance.
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B4: Take responsibility for own continuing professional development.
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B5: Take a proactive approach to collaboration with colleagues and partner organisations.
Back to Duty
English and maths qualifications must be completed in line with the apprenticeship funding rules.
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