To help providers reduce the impact of COVID-19 on their Emergency Services Contact Handling apprenticeship provision, amendments are being made for the observation element.
The live observation will be 60 – 165 minutes. This will be undertaken by the Independent Assessor. If the independent assessor cannot undertake the observation due to COVID-19 restrictions it can be conducted by an occupationally competent supervisor/team leader or line manager from the employer. The observation will be assessed and graded by the independent assessor.
The apprentice will continue to undertake the professional discussion session with the independent assessor to make sure all the required KSB’s are covered.
We expect all elements of the end-point assessment to go ahead as normal, virtually if necessary. The following COVID-19 temporary discretion has been agreed until further notice.
Dealing with medical emergency calls.
An “Emergency Service or NHS Integrated Urgent Care Contact Handler” responds to requests for specialist professional assistance from members of the public, colleagues, and employees from other organisations (all of 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. Some service users 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 characteristics (for example, vulnerability, anxiety, confrontational).
The role of the Contact Handler is to communicate with the service users to ascertain their needs, provide reassurance and advice, and decide and take the appropriate course of action (following processes and procedures). As this action may require an immediate response by emergency service personnel, the Contact Handler has to act calmly and efficiently under pressure, ensuring computer systems are accurately updated.
A Contact Handler will normally work for a “blue light” organisation, for example, a Police, Fire or Ambulance Service or an NHS Integrated Urgent Care organisation. A Contact Handler will typically work shifts, which will include working some nights, weekends and bank holidays to provide a 24 hour service, 365 days a year. They will not generally have any formal line management responsibility.
Due to the nature of this role, a minimum age of 18 may be an employer requirement. The ability to converse clearly with service users is essential for this occupation, and in line with the “Code of Practice on the English Language requirements for public sector workers”, qualifications in English may be required by employers (for example, an organisation may require an English GCSE at grades A-C or equivalent). Any other entry requirements will be specified by an employer in the job advertisement and/or job description for the role.
Health, Safety & Security
Equality & Inclusion
Advanced and effective communication techniques, including:
Technical Knowledge of Incidents
Incidents relevant to the specific sector, including a full comprehension of:
Examples of the types of advice and information provided (which will be dependent on the specific sector): Health and safety instructions/advice (in relation to the situation reported); crime scene preservation; actions to take following a road traffic collision; responding to domestic abuse incidents; CPR guidance to a range of ages; airways management for unconscious patients; childbirth delivery instructions; fire survival guidance for people trapped in a fire; information and advice for chemical, biological, radiological or nuclear incidents; safety advice for people trapped in cars/shut in lifts/immersed in water and for keeping safe in flooded property
Grading of Incidents
The roles and responsibilities of partner and commissioned agencies and when and how to deploy/call on them. This includes an understanding of:
Diversity & Inclusion
Qualifications: Apprentices without Level 2 English and Mathematics will need to achieve this level prior to taking the end-point assessment.
Level: Level 3
Expected duration: Minimum of 12 months
Review date: after 3 years
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