Modification History
PUAECO001A Release 2: Layout adjusted. No changes to content.
PUAECO001A Release 1: Primary release.
Unit Descriptor
This unit covers the competency required to efficiently operate emergency communications centre telephony systems and equipment.
Application of the Unit
This unit applies to emergency communications centre personnel.
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
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. |
Elements and Performance Criteria
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 |
Required Skills and Knowledge
This describes the essential skills and knowledge and their level, required for this unit. |
Required Skills |
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Required Knowledge |
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Evidence Guide
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. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Assessment must confirm the ability to:
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:
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Method of assessment |
This unit may be assessed with the following unit:
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:
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Range Statement
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. |
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Organisational procedures may include |
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Operating a telephony system may include |
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Manufacturer's instructions may include |
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System functions may include |
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Systems may include |
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Taking appropriate action may include |
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Unit Sector(s)
Not applicable.