The purpose of the programme is to provide the emergency communications sector with personnel who can carry out a wide range of communicative tasks in an emergency communications centre. The programme contributes to a safer New Zealand through providing skilled emergency communications operators who are the first point of call for the community in an emergency situation.

 

What will I learn?

This qualification covers the range of basic knowledge and skills needed to operate effectively in the high pressure contact centre environment. Graduates will have the skills and knowledge to interact in contact centres. They will learn techniques for listening, customer focus, technical skills and how to gather information.

 

Lift customer engagement and improve business performance

 

Graduates will be able to contribute to an emergency communications centre team, under limited supervision

 

Graduates will be able to operate as a Call Taker within an Emergency Communications Centre. Graduates of the Dispatch optional strand will also be able to work with other emergency provider organisations in the dispatch of appropriate resources to an emergency incident.

 

You will cover:

• Respond to emergency calls using a range of emergency communications technologies, processes, and terminologies
• Provide appropriate responses to a diverse range of people, in a calm manner, in a potentially life threatening and/or time critical situation
• Maintain inter-agency communications and apply knowledge of the protocols for interacting with them to all aspects of an emergency communications centre role
• Provide support and information to assist operational personnel during emergency incidents
• Operate as an effective communications team member, and utilise strategies for maintaining personal safety, health and wellbeing
• Dispatch strand includes: Dispatch appropriate resources to an emergency incident