Call Handler

A Call Handler is responsible for receiving and managing incoming calls, assessing the nature of the situation, and providing appropriate assistance.

You will keep people calm, gather crucial information, offer initial guidance, and dispatch or direct people to the services they need. You will play a pivotal role in coordinating swift and effective responses to urgent situations. You may provide general advice to people, or offer support to those struggling with mental health problems, or work within the emergency service department, gathering information and dispatching paramedics to emergency scenes.

Call Handler is also known as Crisis Helpline Handlers, Emergency Call Handlers.

Role Characteristics

Speak to people over the phone to find out the key points of their problem, and provide them with the appropriate care they need
Identify and report issues that might affect other people in similar circumstances
Create records of the advice given to people, to ensure accuracy and continuity if they need ongoing support
Help with a wide range of problems and issues
Arrange for people to access specialist advice when needed
Give information using online resources

Skills

Active listening
Advice giving
Communication
Customer service
Decision-making
Empathy

Day in the life

Find out more about being a Call Handler within the NHS.

Routes into this role

Here are some example routes that can lead into this role.

GCSEs

BTEC

An apprenticeship

How to become

There are many routes into becoming a Call Handler; these include work experience and volunteering

There are no set entry requirements to becoming a Call Handler, but employers usually expect some volunteering or work experience.

You will usually need 5 GCSEs including English and maths, or equivalent. You may want to complete a college course in health and social care to help you in this role and you could also undertake an apprenticeship.

Where can this role lead

No matter what role you start in or where you are in your career path, there are always opportunities to develop and progress in health and care.

With experience, you could become a Manager responsible for a team of staff, allocating work and managing more serious and life threatening calls.
You could take further training to become an Healthcare Assistant or train as a Paramedic. You would have to pass entrance exams and meet other requirements before being accepted onto a Paramedic course or the Yorkshire Ambulance Service offer apprenticeship programmes.