A 999 call handler, also known as an emergency call handler or dispatcher, is the first point of contact for people in need of urgent help from the police, ambulance, fire, or coastguard services. When someone dials 999, call handlers answer the call, quickly assess the situation, and determine what assistance is needed. They must remain calm under pressure, gather essential information, and communicate it clearly to dispatchers and emergency crews. The job requires strong communication skills, the ability to multitask, and resilience, as calls can range from minor incidents to life-threatening emergencies. Training is provided, and previous experience in customer service or high-pressure environments can be beneficial. This career plays a vital role in public safety and can be highly rewarding for those who want to make a difference in their community.
The average salary for a 999 call handler in the UK ranges from £20,000 to £28,000 per year, with more experienced dispatchers earning up to £32,000.
There are approximately 5,000 to 7,000 999 call handler roles across the UK, with regular recruitment by police, ambulance, and fire services.
Most 999 call handlers work shifts, including nights, weekends, and public holidays, covering 24-hour emergency service needs.
Specialises in answering emergency calls for ambulance services, gathering critical information and dispatching paramedics to medical emergencies.
Handles emergency and non-emergency calls for the police, assessing situations and allocating police officers to incidents.
Receives emergency calls related to fires and other incidents, giving safety advice and dispatching fire crews to the scene.
Obtain at least five GCSEs at grades 9 to 4 including English and Maths.
Most employers require a minimum of GCSEs in English and Maths as these subjects are essential for communicating effectively and handling information. You do not need a university degree for this role, but good grades can help your application stand out.
Take additional courses in ICT or health and social care to improve your application.
Having qualifications in subjects like ICT can be advantageous as much of the job is computer-based. Health and social care courses demonstrate your understanding of emergency situations and empathy towards callers.
Gain experience in roles that require clear communication, such as customer service or volunteering.
Employers look for candidates who can remain calm, listen carefully, and give clear instructions. Working in retail, hospitality or volunteering with organisations like St John Ambulance or the Red Cross are excellent ways to develop these skills.
Find opportunities to work or volunteer in fast-paced environments.
Handling emergencies requires you to stay calm and think clearly under stress. Experience in busy environments helps you practise making quick, accurate decisions and managing stressful situations effectively.
Search for vacancies with local police, ambulance or fire services and submit your application.
Jobs are often advertised on the NHS Jobs website, local police or fire service recruitment pages, and other public sector job boards. Tailor your CV to highlight relevant skills and experience. You may need to complete an application form and attend an interview or assessment centre.
Undertake specialist training provided by your employer.
Once hired, you will receive training in using emergency call systems, protocols for different types of emergencies, and how to provide support over the phone. Ongoing training and assessments are common to ensure you remain up to date with procedures.
Handles calls specifically for police incidents, managing both emergency and non-emergency queries, and supporting officers on the ground.
Specialises in ambulance service calls, providing medical advice over the phone and coordinating paramedic responses.
Responsible for answering fire-related emergency calls and coordinating the dispatch of fire engines and crews.
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 primarily manages emergency calls, prioritising incidents and dispatching appropriate services such as ambulance or fire brigades. Similarly, an Emergency medical dispatcher specialises in coordinating urgent medical responses, requiring quick decision-making and effective communication skills under pressure.
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.
Explore other careers or use our AI to discover personalised paths based on your interests.
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