What do 999 call handlers do?

Emergency call handlers work in our ambulance operation centres (AOC) dealing with 999 calls. Their role is to take essential details about the patient's condition and the exact location, logging them onto a computer system. They may have to give basic first aid advice by phone in life-threatening situations.


How are 999 calls handled?

When you dial 999, the first person you speak to is the Operator who will ask you which service you need. If you ask for an ambulance, you will be put through to your local ambulance service. An emergency call handler will then take the call and will ask you questions so that help can be arranged.

What does a call handler do?

Working quickly and calmly, call handlers take essential details about the patient's condition and location, logging the information onto a computer system. In extreme cases, they may have to talk a member of the public through an emergency procedure, such as clearing an obstruction from someone's airway.


How much Does a 999 call handler get paid?

After your training period, you will receive a salary of £24,938 per annum (including Inner London High Cost Area Supplement). After one year, you will progress to the Emergency Call Coordinator level, where you will receive a salary of £27,157 (including Inner London High Cost Area Supplement).

How do I prepare for a 999 call handler interview?

Sample Interview Question 1
  1. Make sure you study the job description in-depth prior to the interview. Take notes about the key behavioural qualities expected for an NHS Call Handler, and link these to your own personal traits.
  2. Don't just tell the interviewers what you are good at. ...
  3. It's okay to sell yourself!


Emergency Call Handler Gives an Insight Into Life in the 999 Call Centre | This Morning



What questions do 999 call handlers ask?

Initially, you will be asked four questions:
  • Is the patient is breathing?
  • What address are you calling from?
  • What number are you calling from? (so we can call you back if you get cut off)
  • What is the reason for your call?


How long does it take to become a 999 call handler?

Once you have passed the assessments, you will spend 10 shifts (around 3 weeks) in our control room answering calls under supervision. After a number of supervised shifts you will be assessed on whether you are able to handle calls on your own. You will then spend four weeks putting your new skills into practice.

What is the most common 999 call?

"That's people who've stopped breathing, people with chest pain or breathing difficulties, loss of consciousness, choking, severe allergic reactions, catastrophic bleeding or someone who is having a stroke.


What is a 999 call in the US?

Callers dialling 911, North America's emergency number, may be transferred to the 999 call system if the call is made within the United Kingdom from a mobile phone. An emergency can be: A person in need of immediate medical assistance. Suspicion that a crime is in progress, or that an offender is in the area.

What happens if you call 999 and don't speak?

The Silent Solution is a police system used to filter out large numbers of accidental or hoax 999 calls. It also exists to help people who are unable to speak, but who genuinely need police assistance. You will hear an automated police message, which lasts for 20 seconds and begins with 'you are through to the police'.

How many 999 calls are life-threatening?

8% of calls will be classed as life-threatening with 90% expected to be answered in 15 minutes - currently 50% are, but crews have been failing to hit their eight-minute target. This group includes cardiac arrests and trauma injuries.


What skills do you need to be a 999 call handler?

You'll need:
  • customer service skills.
  • the ability to accept criticism and work well under pressure.
  • to be thorough and pay attention to detail.
  • patience and the ability to remain calm in stressful situations.
  • sensitivity and understanding.
  • the ability to think clearly using logic and reasoning.


Why do I want to be a 999 call handler?

Why should I become an Emergency Call Handler? Our call handlers make sure that people get the right help, when they need it, often when they are at their most distressed and vulnerable. This is a role where you can make a real difference to patients and carers, by handling their call with professionalism and dignity.

Is working as a 911 dispatcher hard?

A career as a 911 dispatcher is fast-paced, hectic, and above all else, rewarding. As a part of a chain of emergency responders, dispatchers are the face—or the ear—of emergency calls to 911. It takes a remarkable person to do a dispatcher's work, and it is not suited to everyone.


How do I prepare for a call handler interview?

Classic call centre interview questions include:
  1. do you have any experience in a call centre?
  2. why do you want to work for us as a customer service advisor?
  3. do you enjoy communicating with people?
  4. how would you deal with an irate customer on the phone?
  5. how would you tell a customer something that they will not like?


How do I prepare for a police call handler interview?

During the call handler assessment interview you will get asked a series of questions that will assess your suitability for the post.
...
Top tips:
  1. Don't be negative about your current or previous employer.
  2. Be positive, enthusiastic and upbeat in your response.
  3. Make reference to the qualities and competencies if possible.


What are 3 things emergency response will ask?

number, name, nearest cross street, and locality. In rural areas it is important to give the full address and distances from landmarks and roads, not just the name of the property. Don't hang up until the operator has all the information they need.


Is being a 999 call handler stressful?

“Call handlers across different emergency services consistently reported their job as highly stressful, which in turn affects their psychological health.

What skills do call handlers need?

You'll need:
  • customer service skills.
  • to be thorough and pay attention to detail.
  • the ability to work well with others.
  • sensitivity and understanding.
  • patience and the ability to remain calm in stressful situations.
  • the ability to accept criticism and work well under pressure.
  • excellent verbal communication skills.


What is the average age of a 911 dispatcher?

The average age of an employed 911 emergency dispatcher is 39 years old. The most common ethnicity of 911 emergency dispatchers is White (78.0%), followed by Hispanic or Latino (9.3%), Black or African American (8.3%) and Unknown (2.7%).


How do I pass a 911 dispatcher interview?

Here's how you can prepare for 911 and police dispatcher interview questions that ask about your knowledge of the job:
  1. Study the day-to-day duties of a dispatcher.
  2. Familiarize yourself with the communications equipment dispatchers use.
  3. Be aware of the challenges dispatchers face on the job.


How many wpm do you need to be a 911 operator?

Many 911 operator positions require candidates to achieve approximately 40 - 45 words per minute on a typing test with very high accuracy. You can practice for your typing test for free. To prepare, you will want to practice typing for at least 5 minutes.

What happens if you call 999 and hang up?

If you replace the handset without speaking to the operator your call will be passed to the police as a 'silent call' and we will try to contact you back by telephone or if there is no reply by telephone an officer will be sent to your address to check everything is OK.


Can 999 refuse to send an ambulance?

Dialling 999 does not necessarily mean an ambulance will be dispatched. The call handler will decide what's appropriate. It may be safe enough for you to be seen elsewhere, or you can be given telephone advice by a medically trained clinical adviser. An ambulance will be sent if it's a life-threatening emergency.

What happens if you call 000 but cant talk?

If you're unable to speak to the Triple Zero (000) operator

Fire? Ambulance?' the call is transferred to an interactive voice response (IVR). The IVR asks you to press '55' if you require emergency help.