Qualification details
Title
New Zealand Certificate in Emergency Communications Centres (Level 3) with
an optional strand in Dispatcher
Version
1
Qualification type
Certificate
Level
3
Credits
40 (48 with an optional strand)
NZSCED
039905 Engineering and Related Technologies > Other
Engineering and Related Technologies> Fire Technology and
Rescue Services
Qualification developer
The Skills Organisation
Next review
December 2020
Approval date
January 2016
Strategic purpose statement
This qualification is designed for people to carry out a wide range
of communicative tasks in an emergency communications centre.
This qualification 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.
Graduates will be able to contribute to an emergency
communications centre team, under limited supervision.
Outcome Statement
Graduate profile
Qualification Reference 3020
© New Zealand Qualifications Authority 2016
Graduates of this qualification will be able to:

Use emergency communications technologies, processes,
and terminologies in responding to emergency calls.

Provide appropriate responses to a diverse range of people
in a calm manner in a potentially life threatening and/or time
critical situation.

Apply an understanding of the role of other emergency
services and support agencies, and the protocols for
interacting with them, to all aspects of an emergency
communication centre role.

Provide additional support and information to operational
personnel during emergency incidents.

Operate as an effective communications team member,
and be aware of the effects of, and strategies for, dealing
with stress.
Page 1 of 3
Graduates of the Dispatcher optional strand will also be able to:

Dispatch appropriate resources to an emergency incident.
Education pathway
This qualification leads to the following qualifications:
New Zealand Certificate in Contact Centres (Level 4) [Ref: 2304];
New Zealand Certificate in Business (First Line Management)
(Level 4) [Ref: 2456].
Employment pathway
Graduates of this qualification will have the skills and knowledge
to operate as a Communicator or Dispatcher within an
Emergency Communications Centre.
Qualification specifications
Qualification award
This qualification is awarded by the education organisation where
the learner achieved the programme of study or industry training
leading to the qualification.
Evidence requirements for
assuring consistency
Evidence may come from:
 Regular monitoring of trainee progression within either the
TEO or the workplace, including liaising with employers,
teaching staff, training supervisors, and sector managers
about the value of the training, graduates, and qualification to
the business.
 Regular cross-sector meetings (Advisory Groups) where the
changing training needs of the sector can be discussed in
light of technology changes, workplace practices and
graduate capabilities.
 Independent surveys of graduates and employers to
determine if the graduates are appropriate for the workplace.
 Providing an alignment matrix of programme outcomes or unit
standards against the qualification outcomes.
Minimum standard of
achievement and standards for
grade endorsements
Achieved.
Other requirements for the
qualification (including regulatory
body or legislative requirements)
General conditions for the programme leading to the qualification
General conditions for
programme
Qualification Reference 3020
© New Zealand Qualifications Authority 2016
None.
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Conditions relating to the Graduate profile
Qualification outcomes
1
Conditions
Use emergency communications technologies, processes,
and terminologies in responding to emergency calls.
Credits 20
2
Provide appropriate responses to a diverse range of people,
in a calm manner, in a potentially life threatening and/or time
critical situation.
Credits 8
3
Apply an understanding of the role of other emergency
services and support agencies, and the protocols for
interacting with them, to all aspects of their role.
Credits 6
4
Provide additional support and information to operational
personnel during emergency incidents.
Credits 2
5
Operate as an effective communications team member, and
be aware of the effects of, and strategies for, dealing with
stress.
Credits 4
Dispatcher optional strand
6
Dispatch appropriate resources to an emergency incident.
Credits 8
Qualification Reference 3020
© New Zealand Qualifications Authority 2016
Page 3 of 3