Emergency Call Handlers are the first point of contact a member of the public has when they contact emergency services for emergency and non-emergency calls. Recognising the importance of these vital frontline workers, the police and ambulance services wanted to introduce a training route to invest in staff learning and skills.

This qualification will support new and existing staff to help ensure learners have the required knowledge and skills to demonstrate competence in the role and will give the learner a certified qualification to showcase their achievements.

Six new National Occupational Standards governing the expected knowledge and behaviours of staff working in emergency control rooms have been introduced in a move to help improve efficiency and provide a stronger set of guidelines and competencies to support the professional development of those in the role. It is also hoped that this new qualification will help the sectors with the retention of experienced employees through showing an organisational commitment to their development and help draw new entrants to the field.

Skills for Justice’s Technical Consultant, Sharon Wilton, who led on the project, comments:

“Investing in workforce skills is essential for creating modern and effective public services.

“In a difficult line of work, championing the people that help protect the health and safety of the public is part and parcel of what Skills for Justice does.

“We look forward to seeing the first tranches of learners develop through these qualifications and how this will aid our partners to better serve their communities.”

The SVQ for Emergency Services is now approved for delivery and Centres should contact the SQA Awarding Body to apply to become a Centre or to offer this new qualification. More information about the qualification can be found at Emergency Services: Contact and Control Operations SCQF level 7 – SQA

Skills for Justice has worked on multiple qualifications and apprenticeships for over 20 years. We are specialists in understanding the training needs of the sector, and developing training solutions to help build a modern and effective workforce. We work with national standards as well as bespoke training and qualifications for our organisation clients.

Speak to our team today to find out how we can help with your training design.


Get in touch

"*" indicates required fields

Marketing Preferences
This field is for validation purposes and should be left unchanged.