Get to know emergency call handler, Candice

What inspired you to become an emergency call handler?

I always had a passion for helping others, working in care brought out that passion but I wanted something more challenging and more involved.

What did your training involve?

It was four weeks of classroom training, with trainers that have had first-hand experience in the room. This was to train you in risk assessing, listening to the caller and knowing what to listen out for when taking 999 calls – or even non-emergency calls, which can sometimes turn out to be emergencies.

Can you describe a typical day in your role?

Not all days are the same, which is really interesting and exciting. You can’t even determine your day by the first call, as this could range from an abandoned 999, to a serious road traffic collision (RTC), to someone looking for an update on a case – but in general, I come into the room, look for my seat, clean my desk & screens, adjust my chair and table, log on and get ready!

How do you maintain composure during high-pressure situations?

I’ve always been composed when it comes to emergencies or high-pressure situations – I think practically and then panic later. In a case where there is a RTC and you have a person on the phone, shouting or panicking, it’s not helpful if you are panicked too. I’ll repeat my first question – “what is your location” several times till I get the answer I need, and this tends to focus them.

Once I have a location, I tend to allow the person time to panic, which usually involves a lot of talking or shouting and I can gather a lot of information from this. Eventually they take a breath, and I can continue to ask the questions I need.

This is not always the case as sometimes you need to be stern and firm, especially if there is a fight in progress. I need particular information so that the officers who are attending are safe and know what to expect when they get there.

Can you share a memorable call that had an impact on you?

I spoke with a man who said he needed help with his mental health. He said we were his last resort and that he had been driving around all day in a battle with himself. He was a struggling addict and kept relapsing and felt he was a disappointment to his daughter and family. He had relapsed on this day and said he didn’t know how to face his daughter after this relapse.

emergency call handler

I remember thinking to myself “how do I get this man to open up to me, to trust me enough to let officers help him.”

The first words that came out of my mouth were, “do you know what, I am so proud of you for phoning me today.” This is where I heard the change in the man’s voice, he gave me his location, allowed me to send a link to share a video feed of where he was, and then we talked about his relapse times and his daughter and I made him tell me about how proud he was of his daughter and see how forgiving she is to him.

I felt this call was the first call that really tested my abilities, humanity and empathy. I took a moment after to reflect on how I had adjusted to him and what he needed, then to know the officers were with him and I could move onto the next call.

What skills do you think are essential for someone in this role?

Listening skills are essential – listening to the words between the words – patience, and the most important one is the skill to separate yourself from the job. Do not take other people’s trauma home with you.

How do you ensure effective communication with callers who might be panicked or unclear?

Remain calm, clear and repeat if you need to – there is essential information you need in order to be effective with helping them, remembering that they are feeling helpless and scared. Know the times when to be firm, to help focus the caller. There is also a language line to assist in cases where there is a language barrier.

What advice would you give to someone considering a career as an emergency call handler?

As a call handler you are the voice of safety, reason and sense, the general public are calling to seek advice from you and to look for help in an emergency.

As a call handler you will hear things that may get your heart racing, or shake you up, but you need to be calm for those that are in the emergency. It is not always easy doing this job, but it is can also be rewarding and fulfilling.

 

If you have been inspired by Candice and the work that our Contact Management team do, why not join them? Visit our vacancies portal to discovery the opportunities available, or learn more on our Contact Management webpage.