What Training Is Needed To Be An Emergency Call Handler?

Initial Classroom and Practical Training

We asked a 999 call handler to explain the training process and whether regular refreshers are required. Their answer gave us a detailed look into what new recruits go through to prepare for one of the most intense and vital jobs in emergency services.

To begin with, training starts in the classroom. New recruits spend three weeks learning essential skills. During this phase, they study various medical conditions and explore how to recognise symptoms through phone conversations. At the same time, they practice using the Medical Priority Dispatch System (MPDS) and other key software. These systems guide them through structured questioning and call coding.

Mentorship and On-the-Job Experience

After the classroom phase, trainees move straight into mentored call handling. For another three weeks, they take real 999 calls while an experienced mentor listens in. The mentor offers immediate feedback, corrects any mistakes, and builds the trainee’s confidence call by call.

Although six weeks may sound short, this hands-on approach accelerates learning. By the end of the second week, most trainees feel ready. Many say they prefer getting into the real calls sooner rather than delaying. That momentum keeps them focused and removes unnecessary fear.

Ongoing Support and Refresher Learning

But the training doesn’t stop there. Regular reflective practices continue after qualification. In these sessions, supervisors review random calls to ensure high standards. If a mistake surfaces, the handler receives guidance right away.

Additionally, if a handler feels unsure about any part of the role, they can request further support. Designated staff members provide one-to-one coaching when needed. Emergency Services Operating Procedures (ESOPs) are also available for quick refreshers. These documents give clear, structured information on specific protocols.