Emergency Services Call Handlers

Emergency services call handlers are the first voice people hear in a crisis. They listen, stay calm, gather information and make sure help gets sent to the right place as quickly as possible.

The role

What an emergency services call handlers actually does, day to day.

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.

A typical week

Day to day

1Receive and assess emergency calls from the public, determining the nature and urgency of the situation.

2Provide clear, concise instructions to callers, guiding them through emergency procedures until help arrives.

3Input data into computer systems accurately to ensure a swift response from emergency services.

4Coordinate with police, fire, and ambulance services to dispatch appropriate resources efficiently.

5Maintain composure and professionalism while managing multiple calls and high-stress scenarios.

6Offer emotional support and reassurance to callers in distress, demonstrating empathy and understanding.

7Participate in regular training sessions to stay updated on protocols and improve communication skills.

8Conduct follow-up calls to ensure the situation has been resolved and gather feedback for service improvement.

Other interesting careers

Inspectors of Standards and Regulations

Inspectors of standards and regulations play a crucial role in ensuring compliance and safety across various industries,...

See the path

Asbestos Safety Officer

Asbestos safety officers check buildings and worksites to find materials containing asbestos and make sure they are handled...

See the path

Political Communications Specialist

Political Communications Specialists craft messages for politicians and parties, speak to the media, and help shape how people...

See the path

Health and Safety Managers and Officers n.e.c.

In a world where safety is paramount, Health and Safety Managers and Officers play a pivotal role in safeguarding lives and...

See the path