How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer SFJ Awards has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and SFJ Awards awards. A qualified assessor at the centre judges your evidence, and the certificate comes from SFJ Awards.
This certificate is intended for individuals working, or aspiring to work, in emergency contact handling roles within public services. It includes the principles of emergency contact handling, responding to service user needs, and managing own behaviours and performance in challenging situations.
These are the units SFJ Awards registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with SFJ Awards. It does the teaching and the mapping. SFJ Awards sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
No card · Nothing to commit to
What each unit actually teaches you to do
Manage own behaviours in the emergency contact handler role Real unit · SFJ Awards
What you'll be able to do
- Work as an emergency contact handler in a way that respects equality and diversity.
- Act in a professional way and in the best interests of service users.
Manage own performance, welfare and challenges in the emergency contact handler role Real unit · SFJ Awards
What you'll be able to do
- Manage own emotions and welfare in the emergency contact handling role.
- Work with colleagues and follow instructions.
- Take ownership for own performance and continuing professional development.
Principles of emergency contact handling Real unit · SFJ Awards
What you'll be able to do
- Understand legislation, regulation and policies applicable to emergency contact handling, ensuring compliance with legal and organisational requirements
- Understand communication within the role of contact handler, including active listening, questioning techniques and clear communication
- Understand how to deal with incidents in line with policies and procedures, responding appropriately to different types of emergency situations
Respond to the needs of emergency service users Real unit · SFJ Awards
What you'll be able to do
- Communicate effectively with service users, using appropriate language and techniques to build rapport and gather information
- Manage interactions with service users, handling difficult situations calmly and professionally
- Assess and act on information from service users in line with organisational procedures, regulations and legislation, ensuring appropriate action is taken
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Assess, prioritise and manage emergency service calls
- Standard
Communicate effectively with callers to emergency services
- Standard
Deploy resources to respond to emergency situations and incidents
- Standard
Operate telephony and computerised systems for emergency services
- Standard
Respond to Emergency Service Calls
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by SFJ Awards rather than by Zavmo. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you have covered and what is next.
What you would be collecting
Manage own behaviours in the emergency contact handler roleManage own performance, welfare and challenges in the emergency contact handler rolePrinciples of emergency contact handlingRespond to the needs of emergency service users
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration - Lead it Apply
“Manage own behaviours in the emergency contact handler role” is practised on the team you actually have. You talk through the call you are about to make, and Zavmo makes you say it the way you would say it to them.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
- Assess, prioritise and manage emergency service calls
- Communicate effectively with callers to emergency services
- Deploy resources to respond to emergency situations and incidents
- Operate telephony and computerised systems for emergency services
- Respond to Emergency Service Calls
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Manage own behaviours in the emergency contact handler role, one of this qualification's own units.
Applied to your own work
Learners will understand how to manage their behaviour professionally in the emergency contact handler role. The unit covers respecting equality and diversity, adapting communication styles, challenging discriminatory behaviour, and acting in the best interests of service users.
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for SFJ Awards Level 3 Certificate in Emergency Contact Handling
4 units in this credential, in the order it lists them, awarded by SFJ Awards.
- Manage own behaviours in the emergency contact handler role
- Manage own performance, welfare and challenges in the emergency contact handler role
- Principles of emergency contact handling
- Respond to the needs of emergency service users
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.