A 999 call handler, also known as an emergency call handler or dispatcher, is responsible for answering emergency calls made to the police, fire, ambulance, or coastguard services. When someone dials 999, call handlers are the first point of contact and must quickly assess the situation, gather vital information, and dispatch the appropriate emergency response. The role requires excellent communication skills, the ability to stay calm under pressure, and good judgement. Call handlers often work in busy control rooms and use computer-aided dispatch systems to manage incidents. Full training is provided, but applicants generally need basic qualifications such as GCSEs and good IT skills. The work can be challenging but is highly rewarding, as it plays a critical part in saving lives and keeping communities safe.
Starting salaries for 999 call handlers in the UK typically range from £20,000 to £25,000 per year, with experienced staff earning up to £32,000.
There are approximately 6,000 to 8,000 999 call handlers employed across the UK, with regular recruitment by police, ambulance, and fire services.
Most 999 call handlers work in shifts, including nights, weekends, and bank holidays to provide 24/7 coverage.
Receive emergency calls for police assistance, assess urgency, and dispatch officers to incidents, ensuring clear communication between callers and police teams.
Answer urgent calls for medical help, provide life-saving advice while an ambulance is on its way, and coordinate the response of paramedics and ambulance crews.
Respond to fire and rescue emergency calls, gather important information quickly, and dispatch fire crews and equipment to incidents efficiently.
Work on your ability to listen carefully and speak clearly, as you will need to obtain accurate information quickly from callers.
Strong communication is vital for a 999 call handler. Practise active listening with friends or family and consider volunteering for organisations such as Childline or The Samaritans to build real-world experience. These skills will help you remain calm and professional when people are distressed or panicked.
Learn to think quickly and make decisions under pressure, which are crucial in emergency situations.
Try puzzles, quizzes, or time-limited tasks to sharpen your decision-making. Handling stressful situations, such as helping to organise events or dealing with unexpected challenges, can also prepare you for the demands of the role.
Familiarise yourself with computers and practice fast and accurate typing, as much of the role involves recording details digitally.
Take online typing tests and use free software to improve your speed and accuracy. Most call centres use specialist software, but being comfortable with computers is a great start.
Most employers ask for at least GCSEs at grades 9-4 (A*-C), especially in English and Maths.
You do not always need higher qualifications, but good GCSEs show your ability to communicate and handle numbers. Some employers may ask for relevant work experience or customer service skills.
Experience in customer service, call centres, or voluntary roles can help your application stand out.
Look for part-time jobs, apprenticeships, or volunteer positions where you interact with the public. Employers value candidates who have experience dealing with a wide range of people and challenging situations.
Be prepared to undergo background and security checks, as you will be handling sensitive information.
All 999 call handlers must pass a Disclosure and Barring Service (DBS) check. A clean record is usually essential for this role due to the level of trust and responsibility involved.
Check NHS Jobs, police, fire and ambulance trust websites for vacancies, and prepare a strong application.
Tailor your application to highlight your relevant skills and experience. Use real examples to show your communication and decision-making abilities. Include any relevant training or volunteering experience.
Prepare for interviews and assessments that test your responses to emergency scenarios and your ability to stay calm under pressure.
You may be asked to role-play emergency situations or complete tests on your typing speed and accuracy. Practise answering questions about how you would handle distressed or angry callers.
Once hired, you will receive specialist training on emergency call handling, protocols, and using control room systems.
Training usually takes several weeks and covers everything from call procedures to supporting emergency staff. You will be supervised until you are ready to handle calls independently. Continuing professional development is important throughout your career.
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 managing emergency calls, prioritising incidents, and coordinating the appropriate response teams quickly and efficiently. They require strong communication skills, the ability to assess situations rapidly, and knowledge of emergency procedures.
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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