Unit of competency details

Elements describe the essential outcomes of a Unit of Competency.

Performance Criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the Required Skills and Knowledge and/or the Range Statement. Assessment of performance is to be consistent with the Evidence Guide.

ELEMENT 

PERFORMANCE CRITERIA 

1. Use telephony system 

1.1 Telephony system is accessed and set up in accordance with organisational procedures

1.2 Telephony system is operated  in accordance with manufacturer's instructions 

1.3 Appropriate lines are accessed in accordance with organisational procedures

1.4 Standard agency answering protocols are applied for emergency calls and general enquiries

1.5 System functions  are used appropriately to ensure caller status is maintained

1.6 Systems  and other interfaces are accessed to locate and record information

1.7 Telephony system is controlled and coordinated to ensure equitable access and prioritisation of operations

1.8 Calls are terminated in accordance with organisational procedures

2. Identify faults in the telephony system 

2.1 System testing is conducted in accordance with manufacturer's and organisational policies and procedures

2.2 Telephony systems are monitored for faults and appropriate action  is taken

2.3 Back-up telephone system and business continuity arrangements are followed when primary telephony systems fail

This describes the essential skills and knowledge and their level, required for this unit.

Required Skills 

• access organisational documentation
• accurately record and relay information
• effectively communicate orally and in writing
• effectively use telephony equipment, computer systems, and associated software
• maintain telephone systems
• operate back-up and business continuity systems
• work in stressful situations

Required Knowledge 

• effective telephone techniques
• organisational policies and procedures (such as relevant legislation; operational, corporate and strategic plans; operational performance standards; operational policies and procedures; organisational personnel and occupational health and safety practices and guidelines; organisational quality standards; organisation's approach to environmental management and sustainability)
• relevant legislation and regulations
• safety issues such as acoustic shock, head set, electrical storms, spurious noises, required breaks, stress management, ergonomics

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Assessment must confirm the ability to:

• use telephone system in a time critical environment
• effectively apply telephone functions
• effectively apply protocols and procedures
• implement back-up arrangement.

Consistency in performance 

Competency should be demonstrated over time during emergency communications centre operations or simulated operations that include critical and non-critical situations, particularly in a stress environment involving 000 calls.

Context of and specific resources for assessment 

Context of assessment 

Competency should be assessed in the workplace or in a simulated workplace environment under conditions expected in the workplace.

Specific resources for assessment 

Access is required to:

• agency protocol documentation
• back-up systems
• operations and systems manuals
• organisational documentation
• relevant databases
• telephony system
• training databases, where available
• training manual
• workplace expert/s.

Method of assessment 

This unit may be assessed with the following unit:

• PUAECO002A Process emergency incident calls and enquiries.

In a public safety environment assessment is usually conducted via direct observation in a training environment or in the workplace via subject matter supervision and/or mentoring, which is typically recorded in a competency workbook.

Assessment is completed using appropriately qualified assessors who select the most appropriate method of assessment.

Assessment may occur in an operational environment or in an industry-approved simulated work environment. Forms of assessment that are typically used include:

• direct observation
• interviewing the candidate
• journals and workplace documentation
• third party reports from supervisors
• written or oral questions.

The Range Statement relates to the Unit of Competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised  wording in the Performance Criteria is detailed below.

Organisational procedures  may include

• Legislation relevant to the organisation
• Operational, corporate and strategic plans
• Operational performance standards
• Operational policies and procedures
• Organisational personnel and occupational health and safety practices and guidelines
• Organisational quality standards
• Organisation's approach to environmental sustainability

Operating a telephony system  may include

• Using computer software
• Using hard phone and soft (electronic touch screen) phone
• Using text telephone or telephone typewriter (TTY)

Manufacturer's instructions  may include

• Functions such as conference calls, quick dial, hold, transfer, direct lines
• Safety such as acoustic shock, head set attachments, lightning
• Use of head set and hand set

System functions  may include

• Allocating lines to specific operators
• Conference calls
• Direct lines
• Holding calls
• Memory dialling
• Muting calls
• Transferring calls

Systems  may include

• Computer aided dispatch (CAD)
• Manual

Taking appropriate action  may include

• Identifying technical faults
• Dealing with identified faults if within own area of responsibility
• Referring identified faults to supervisor or appropriate personnel