Emergency Services Call Handlers

The role

As an emergency services call handler, you answer calls from people in urgent and frightening situations - car crashes, fires, medical emergencies, crimes. You stay calm, listen carefully and ask the right questions to find out what is happening and where.

You work in a busy control room with monitors and computer screens. You type information into systems while you're listening on the phone, then tell police, fire crews or ambulances exactly where to go and what they will find. It's intense and pressured work, but you're the link between someone in danger and the help they need. Training prepares you for all kinds of calls, and your team is always nearby if you need support.

Daily responsibilities

• Receive and assess emergency calls from the public, determining the nature and urgency of the situation.
• Provide clear, concise instructions to callers, guiding them through emergency procedures until help arrives.
• Input data into computer systems accurately to ensure a swift response from emergency services.
• Coordinate with police, fire, and ambulance services to dispatch appropriate resources efficiently.
• Maintain composure and professionalism while managing multiple calls and high-stress scenarios.
• Offer emotional support and reassurance to callers in distress, demonstrating empathy and understanding.
• Participate in regular training sessions to stay updated on protocols and improve communication skills.
• Conduct follow-up calls to ensure the situation has been resolved and gather feedback for service improvement.

Does a degree help here?

A UK degree, particularly in fields like psychology, criminology, or emergency management, equips candidates with a deeper understanding of human behaviour and crisis management. This academic background can set you apart in a competitive job market, showcasing your commitment and analytical skills to potential employers.