Emergency call handler
Answer calls from the public and connect them with the help they need as quickly as possible.
Also known as: emergency medical dispatcher, emergency medical advisor
About the job
What it's like
Have you got what it takes to answer 999 calls from people in distress? In this role, you’re the first point of contact for someone who needs an emergency service.
Based in a control room, you’ll likely work for the NHS, Coastguard, Scottish Ambulance Service or Police Scotland. As an emergency call handler, you’ll find out as much as you can from each caller and help them get the support they need.
Emergency call handlers will record details of the call, such as what’s happened and the person’s exact location. You’ll then pass this information to an emergency dispatcher who’ll make sure your caller gets the right level of assistance.
In this vital role, you’ll reassure callers that help is on the way. You won’t just deal with members of the public – you’ll sometimes take calls from healthcare professionals or police officers who need to access an emergency service while working.
Your tasks might include:
helping callers stay calm and encouraging them to provide accurate information
finding out the person’s location and piecing together details of what’s happened
deciding whether the caller needs an ambulance, car, motorbike, helicopter or lifeboat
supporting people until help arrives
giving advice to people facing life-threatening situations – you may have to guide someone through performing CPR or help them handle a hostage situation
contacting ambulance paramedics, police officers or firefighters to give them essential information before they arrive at the scene
Explore more information about this job
Here are some useful links to learn more about this career:
NHS Scotland Careers – learn how to become an emergency call handler
Scottish Ambulance Service – discover what it’s like to work for the Scottish Ambulance Service
HM Coastguard – explore the range of careers you do, including operations and call roles
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Related industries
Many jobs can be done in lots of different industries. We've highlighted the ones we think are most important for this job.
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Healthcare
Top skills
Skills are things you're good at. Whether you know what yours are or not, everyone has them!
It's useful to learn which ones are important in a job so you know the areas you need to brush up on. It can also help you work out if you're suited to a career.
Meta skills
Here are some of the meta skills you'll need to do this job.
- understanding
- taking initiative
- verbal communication
- taking responsibility
- resilience
- problem solving
- cooperating
- listening
- attention to detail
- making decisions
Your skills are important
Our unique skillsets are what make us stand out from the crowd. Learn about each skill in depth and discover what employers look for in your applications and interviews.
Getting in
Explore each section to find more information about getting into this career.
Colleges and universities will list subjects you'll need for entry to a course. Some useful subjects include:
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English
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Maths (Mathematics)
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Geography
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Human Biology
You don’t need any specific qualifications or experience to become an emergency call handler. Employers provide all the specialised training you need before you start working.
Let’s explore how you can get into this career.
Work
You can become an emergency call handler by applying directly with an employer. Most job vacancies require applicants to have decent literacy, numeracy and computing skills.
Sometimes, employers will ask for relevant work experience. Even though it’s not essential, it can boost your application if you’ve worked in a call centre or customer service-based role.
Use the My World of Work job search to discover emergency call handler vacancies.
Having a first aid qualification can show employers that you’re interested in emergency response and understand some of the situations your callers face.
Volunteering in a relevant role can help you build the skills and experience you’ll need to become an emergency call handler. Search for public-facing opportunities on Volunteer Scotland.
You must be willing to do a range of different shifts. In this role, you’ll likely work night shifts, weekends and during national holidays.
Some emergency call handlers need to be approved for membership of the Protecting Vulnerable Groups (PVG) scheme, run by Disclosure Scotland.
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