Emergency Contact Handler

Role / Occupation: Emergency Contact Handler

Overview:

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.

Knowledge

K1: Data protection legislation, any sector specific regulations and organisational policies/procedures.

K2: Health and safety legislation, any sector specific regulations and organisational policies/procedures, including the management of own welfare.

K3: Equality legislation, any sector specific regulations and organisational policies/procedures.

K4: Methods of building rapport and displaying empathy.

K5: Listening and questioning techniques.

K6: Methods of influencing, negotiating and managing conflict.

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.

K8: Decision making techniques relevant to sector.

K9: Principles of risk assessment relevant to the sector.

K10: Grading and/or prioritisation of incidents using sector guidelines.

K11: Communication and technology systems relevant to the sector/organisation.

K12: The roles and responsibilities of partner organisations.

K13: When and how to collaborate with partner organisations in line with sector principles, for example JESIP.

K14: Processes and procedures are followed to ensure effective incident management.

K15: The importance of reflective practice and continuing professional development.

K16: The ethical standards of the organisation.

Skills

S1: Use appropriate sector specific phraseology.

S2: Operate communication systems.

S3: Operate software systems.

S4: Communicate in a calm manner considering the caller’s circumstances.

S5: Build and establish appropriate rapport.

S6: Use clear language to convey instructions, avoiding jargon and sector specific terminology.

S7: Overcome barriers to effective communication.

S8: Use appropriate questioning techniques to gather relevant information to the incident.

S9: Use appropriate listening techniques to gather relevant information to the incident.

S10: Record relevant information appropriate to the incident accurately, clearly and concisely and review information already held on the incident where applicable.

S11: Manage the expectations of the public, colleagues, internal and external partner organisations.

S12: Provide advice or information appropriate to the incident, giving safety advice when necessary and adapting response when required.

S13: Identify and assess risk, take action and record appropriately.

S14: Update internal and external colleagues when applicable.

S15: Decide and apply grading or prioritisation guidelines appropriate to the incident.

S16: Analyse information and apply relevant policy, procedures or regulations appropriate to the incident.

S17: Advise on the appropriate course of action, signposting to other organisations when required.

S18: Undertake tasks simultaneously, seeking assistance when necessary.

S19: Complete any resulting actions accurately and efficiently at the end of the contact

Behaviours / Attitude

B1: Act in a non-judgemental and inclusive manner, respecting diversity.

B2: Behave ethically and professionally to meet organisational values, policies and procedures.

B3: Behave calmly in challenging situations, recognising when to seek appropriate support and guidance.

B4: Take responsibility for own continuing professional development.

B5: Take a proactive approach to collaboration with colleagues and partner organisations.

Duration:

18 Months

Entry Requirements:

Hold at least a level 2 English & Maths qualification