Emergency Communications Centres Qualification and Standards Review

Skill standards approval

We are pleased to announce that NZQA has approved six new skill standards to align with the New Zealand Certificate in Emergency Communications Centres (Level 3) with optional strand in Dispatch [Ref: 3020].  These skill standards will replace unit standards, with replacement information below. 

The skill standards were developed in consultation with Emergency Communication Centre subject matter experts from Fire and Emergency New Zealand, New Zealand Police, Hato Hone St John, and quality assurance specialists. Consultation on the qualification and standards occurred during May – August 2025.  We extend our thanks to everyone who contributed to this review.  

Next steps for providers 

These skill standards will shortly be listed on the DASS and available for providers to offer.  

• Unit standards listed above are set to expire on 31 December 2027. Providers will need to move to replacement skill standards 41042-41047 prior to that date.
• Unit standard 29615 expired without replacement due to duplication of outcomes within the set of standards and some misalignment of content with the Emergency Call Centre Operator role. This standard will also expire on 31 December 2027.
• Providers who currently have consent to assess against the replaced unit standards will automatically be granted consent to assess against new skill standards 41042-41046. 
• Providers will need to submit pre-assessment moderation for new skill standards to the Education, Health and Community ISB prior to using the standards for assessment.

Toitū te Waiora is being disestablished on 31 December 2025, with its last working day being Friday 19 December 2025. Its standard setting and qualification development functions will move to the Education, Health and Community Industry Skills Board on 1 January 2026. 

Qualification update 

NZQA approved an extension of the review date for the New Zealand Certificate in Emergency Communications Centres (Level 3) with optional strand in Dispatch [Ref: 3020] from September 2025 to December 2027.  The extension was requested by Toitū te Waiora due to: 

• the recent approval of two programmes of study; 

• a planned application for a further programme of study; 

• the lack of graduate data; and, 

• the upcoming development of related skill standards. 

Future recommended changes to qualification GPOs 

During skill standard development, it was identified that GPO 3 does not align with an Emergency Call Centre Operator’s role. In the 2027 review of the qualification, Toitū te Wairoa recommends the following changes: 

• Remove GPO 3
• Increase GPO 5 to 10 credits
  

  ID	Qualification outcomes	Credits	Conditions
  1	Respond to emergency calls using a range of emergency communications technologies, processes, and terminologies.	20	Skill standard 01 Apply emergency communication centre processes and procedures (Level 3) (5 credits) Skill standard 02 Operate emergency communications centre technology (Level 3) (10 credits) Skill standard 03 Demonstrate effective communication skills responding to emergency service calls (Level 3) (10 credits)
  2	Provide appropriate responses to a diverse range of people, in a calm manner, in a potentially life threatening and/or time critical situation.	5	Skill standard 03 Demonstrate effective communication skills responding to emergency service calls (Level 3) (10 credits)
  3	Maintain inter-agency communications and apply knowledge of the protocols for interacting with them to all aspects of an emergency communications centre role.	5
  4	Provide support and information to assist operational personnel during emergency incidents.	5	Skill standard 04 Assess and communicate risks to safety at emergency incidents (Level 3) (5 credits)
  5	Operate as an effective communications team member, and utilise strategies for maintaining personal safety, health and wellbeing.	5 10	Skill standard 05 Manage own wellbeing and contribute effectively within an emergency communications centre team (Level 3) (10 credits)
  Optional Strand – Dispatch
  6	Dispatch appropriate resources to an emergency incident.	10	Skill standard 06 Dispatch resources to incidents from an emergency communications centre (Level 3) (10 credits)