A 999 call handler, also known as an emergency services dispatcher, is responsible for answering emergency calls from the public and coordinating the appropriate response. This role is vital in ensuring that help is sent quickly when people are in urgent need, whether for police, fire, or ambulance services. Call handlers must stay calm under pressure, ask clear questions to gather essential information, and use computer systems to log details and dispatch help. The job often involves working shifts, including nights and weekends, as emergencies can happen at any time.
Starting salaries for 999 call handlers in the UK typically range from £20,000 to £23,000 per year.
With experience, salaries can rise to £27,000 or higher, especially in supervisory roles.
There are over 5,000 999 call handler roles across the UK, working for police, ambulance, and fire services.
Receive and prioritise calls for medical emergencies, gather vital information, and dispatch ambulance crews to the scene.
Take emergency and non-emergency calls for the police, assess the situation, and allocate officers or resources accordingly.
Respond to 999 calls relating to fires or rescues, provide safety advice over the phone, and coordinate the dispatch of fire crews.
Learn what a 999 Call Handler or Dispatcher does on a daily basis.
Find out about the responsibilities of a 999 Call Handler by reading job profiles, watching documentaries, or visiting official emergency service websites. This will help you understand the key skills required, such as staying calm under pressure, communicating clearly, and using computer systems.
Talk to people who work as 999 Call Handlers or visit a local control room if possible.
Many emergency services offer outreach or careers days. You could contact your local police, fire, or ambulance service to see if they have any open days, or ask your school’s careers adviser for contacts. This can give you real insight into the working environment and challenges of the job.
Achieve at least GCSEs in English and Maths, or equivalent qualifications.
Most services require a minimum of four or five GCSEs at grades 9 to 4 (A to C), including English and Maths. If you do not have these, you can take functional skills or adult learning courses to meet entry requirements.
Build skills such as communication, teamwork, and IT competence.
Focus on activities that develop your confidence, such as volunteering, working in customer service, or joining clubs. Many services value experience dealing with the public and working under pressure. Practice typing and using computers, as these are key parts of the job.
Look for 999 Call Handler or Dispatcher job openings and complete the application process.
Jobs are usually advertised on the websites of local police, fire, or ambulance services. You will need to complete an application form and may also need to pass online assessments, interviews, and background checks.
Attend the training provided by your employer when you start the job.
New call handlers undergo several weeks of training covering emergency procedures, communication skills, and use of computer systems. You may shadow experienced staff and take part in simulated calls before handling real emergencies. Ongoing training and support are often provided.
Explore relevant apprenticeships that can help you kickstart your career in 999 Call Handler/Dispatcher. Apprenticeships offer hands-on experience and training while earning a wage.
A 999 Call Handler/Dispatcher is most similar to an Emergency medical dispatcher because both roles involve receiving emergency calls, prioritising incidents, and coordinating immediate response teams. They require strong communication skills, quick decision-making, and the ability to stay calm under pressure to ensure timely assistance.
You can get into this job through:
You could do a college course to improve your IT skills or complete a qualification in customer service. These skills are important in this job.
Courses are widely available and include:
There are no set entry requirements for this route.
You could apply to do an Emergency Contact Handler Level 3 Advanced Apprenticeship.
This takes around 1 year to complete and combines on-the-job training with learning off site.
Employers will set their own entry requirements.
You could join an ambulance service and work as a patient transport service (PTS) call handler. They organise non-emergency patient transfers to and from healthcare appointments.
Learn more about the role of patient transport service (PTS) call handlers from Health Careers.
You might then move into an emergency medical dispatcher role through training and promotion.
You'll find it helpful to have some healthcare experience before applying for a job.
You could:
You can apply directly to your local ambulance service for jobs.
Each service sets their own entry requirements, but it could help your application if you have:
You'll be expected to understand how the NHS values would apply to your work.
You can find out more about how to become an emergency medical dispatcher from Health Careers.
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