Level 3 Emergency Contact Handler Apprenticeship Standard
The Level 3 Emergency Contact Handler Apprenticeship Standard provides a recognised development pathway for professionals handling emergency and non-emergency contacts across the Police, Fire, Ambulance and wider Protective Services sector.
At Intelligencia Training, we deliver a structured programme that develops the knowledge, skills and professional behaviours required to manage contacts effectively, assess risk and support appropriate responses. Learning combines specialist training with practical workplace application, helping apprentices build the confidence and judgement needed in demanding contact-handling environments.
Our approach supports the development of capable, professional emergency contact handlers who can communicate effectively, make informed decisions and work collaboratively to help protect the public.
Emergency Contact Handler Apprenticeship – Delivery Model
At Intelligencia Training, our delivery model for the Level 3 Emergency Contact Handler Apprenticeship is designed to develop confident and capable emergency contact handlers who can communicate effectively, assess risk, make informed decisions and apply professional judgement in demanding contact-handling environments.
The programme is delivered through 12 monthly training modules, each lasting six hours, combining face-to-face and online sessions with practical workplace learning. The learning pathway supports apprentices to develop the knowledge, skills and behaviours required for their role, with opportunities to apply learning within their own organisation.
Programme Structure
The programme develops core emergency contact handling knowledge, communication skills and professional judgement through the following modules:
Session 1: Listening Skills and Building Rapport
Session 2: Effective Questioning
Session 3: Incident Identification
Session 4: Risk Assessment and Decision-Making
Session 5: Stakeholders and Partner Organisations
Session 6: Emotional Intelligence and Difficult Conversations
Session 7: Outcomes and Disposals
Session 8: Technology and Relevant Legislation
Session 9: Professional Standards and Ethics
Session 10: Preparing for End-Point Assessment
Session 11: Mental Health and Wellbeing
Session 12: Portfolio Review and Professional Discussion Preparation
Workplace Learning and Assignments:
Between training sessions, apprentices complete assignments and workplace activities linked to the apprenticeship standard. These typically include around five questions alongside practical tasks, requiring approximately 6–12 hours of off-the-job learning per assignment.
Activities may involve call monitoring and reflection, shadowing colleagues, researching organisational policies and procedures, workplace training, coaching and mentoring. Employers must provide protected learning time in line with applicable apprenticeship funding requirements and the apprentice’s individual training plan.
All submitted evidence must comply with data protection requirements, with sensitive information appropriately redacted.
For more information on each module, please contact info@intelligenciatraining.co.uk
Additional Information
Post Completion Qualification Opportunity
The SFJ Awards Level 3 Certificate in Emergency Contact Handling is a separate regulated qualification that can be undertaken alongside the Emergency Contact Handler Level 3 Apprenticeship. The qualification is mapped against the apprenticeship programme, providing an opportunity for apprentices to gain additional recognition of their knowledge and skills in emergency contact handling. Please note that the certificate is separate from the apprenticeship standard and is not an integral part of the apprenticeship assessment. Availability, eligibility and any additional costs will depend on the agreed delivery arrangements with the employer.
Commitment to Progression
Between teaching sessions apprentices are provided with a range of knowledge and skills development based tasks to ensure competence and progression to End Point Assessment gateway. Intelligencia Training fully maps and record Off The Job requirements. All apprentices have access to our e-learning platform for the duration of programme, providing constant communication with the training and assessment team and access to their live Individual Learning Record, providing clear and consistent visibility of targets and progression.
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