New Zealand Certificate in Emergency Communications (Level 3)

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

What qualifications will I gain?

New Zealand Certificate in Emergency Communications (Level 3) with optional strand in Dispatch

Ready to get started?

The team at Ignite Colleges are happy to discuss your needs, the wide range of solutions we have available and how we can empower you to reach your business goals.

Give us a call at 0800 200 345 or email us at [email protected] for more information.

Important update: Public Sector Service Delivery training moving to Ignite

As you will be aware the Reform of Vocational Education (ROVE) is well underway. This means that Skills is transitioning arranging training activity to a variety of organisations called ‘Receiving Organisations’. Arranging Training means the provision of on-job and off-job training and support. We can now confirm that as of 1 September 2022, the arranging training activities related to Real Estate will move to Ignite.

What does this mean for you?

From 1 September 2022, the arranging, supporting and assessing work-based learning (apprenticeships, traineeships and micro-credentials) in respect of the programme you are registered to assess will transfer from Skills to Ignite.

Changes we are making behind the scenes

From 26 – 31 August 2022, we are implementing ‘read only’ to our systems. This means that no changes can be made to these systems during that period. Learners won’t be able to access learning materials or assessments. You can still send through any completed assessments / credits to [email protected] up until 30 September 2022. Ignite will be in touch with you before then to provide you their contact details.

What happens to my information that Skills holds

Your status as a Registered Assessor and assessing scope will automatically be transferred as part of the arrangement agreed between Ignite and Skills. To ensure a smooth transition for everyone involved, the information Skills holds about you will be transferred to Ignite.

How does training with Ignite work?

We work with businesses like yours to map out where weaknesses in skill sets lie, and how training can be used strengthen them. Our account managers will then work with you to select the right training programmes (and if required, customise them) to suit your needs.

Once a programme is chosen our team helps you to set up and embed the training programmes in your organisation, so that they work seamlessly with the daily activities of your staff, and with minimal disruption.

Ignite training programmes and course materials are developed in consultation with industry representatives to ensure they are relevant and can drive consistent performance and growth in your organisation.

What are alignments and how do they work?

If your company already has strong internal training, alignment could be a great option. An alignment involves an assessment specialist looking at a company’s induction programmes, training and structured learning and mapping this to the competencies needed to gain a National/New Zealand qualification.

The assessment specialist may then recommend a supplementary assessment resource to fill any specific assessment gaps needed to ensure that staff can obtain the formal recognition they deserve. This tool relies on great support by managers/team leaders through verification (they would be fully supported by Ignite through training to obtain the necessary skills to do this).

What are the differences between unit standards, credits, qualifications and certificates?

Nationally recognised qualifications are made up by a number of unit standards, which are set at different levels. The level of the unit standard indicates its degree of difficulty. This allows people entering into a qualification to start at a lower level, with easier to achieve unit standards, and work their way up to the higher levels as their knowledge grows with training.

When a trainee completes a unit standard, they earn credits for that particular unit. Once all the required credits have been achieved for that qualification, the trainee will be awarded either a National Certificate or a New Zealand Certificate.

Note: NZQA has reviewed its qualification systems and decided to update it to meet changing industry and technology needs. As a result the old National Certificates are being phased out and replaced with New Zealand Certificates which are the updated versions of the old qualifications.

How do assessments work?

Learners are assessed towards the end of their training to make sure they’ve gained the key knowledge/competencies they need to meet the nationally recognised standards.

Assessments can be carried out in the workplace by trained and registered workplace assessors, or through accredited training providers. Ignite can assist with sourcing registered assessors or in training up your internal staff so that they can carry out the assessments in-house.

What support is available once we’ve signed up?

The support from Skills doesn’t just stop once your company is setup with a training programme or aligned to a national standard. We offer a wide range of resources, tools and dedicated staff to advise and support you on a continuing basis.

What are the benefits of training staff to national standards?

Helping your staff to receive national recognition for the skills and training they do in their everyday work is something that pays for itself in no time at all. Here’s why:

• It ensures consistency in training, so that regardless of the trainer, your staff are learning the key information they need to succeed in their roles.
• It ensures consistency in performance as everyone receives the same level of training and ends up with a similar level of expert knowledge.
• It reduces error rates and re-work, which saves your business money and protects your brand name.
• It reduces staff turnover rates as staff feel more valued and are more engaged. Lower turnover rates protect organisational knowledge and reduce recruitment and training costs. It also helps to boost morale and improve company culture.