Qualification details

Release 3.  Updated superseded HLT and BSB general elective units.

Release 2.  This is the second release of this qualification in the PUA – Public Safety Training Package.

Minor upgrade to Group A: Work, Health and Safety electives.

Release 1.  This is the first release of this qualification in the PUA – Public Safety Training Package.

The PUA30819 Certificate III in Public Safety (Emergency Communications Centre Operations) provides individuals with general and specialist skills to operate effectively in a range of emergency communication centres roles.

The role of an operator in an emergency communications centre is to receive incident information, enter details into the computer aided dispatch system, and alert the most appropriate resources to respond to the incident. This may include the dissemination of information to members of the public and emergency services agencies.

The qualification includes the units of competency required by emergency communication centre operators to perform a range of activities such as communicating with callers and providing support to emergency service personnel at incidents.

Individuals working at this level will apply knowledge and skills to demonstrate autonomy and judgement and to take limited responsibility in known and stable contexts within established parameters. Emergency communication centre operations typically involve work as a team member, under limited supervision, in emergency communication centre operations.

No licensing, legislative or certification requirements apply to this qualification at the time of publication.

There are no entry requirements for this qualification.

A total of 11 units of competency comprising

• 3 core units listed below; plus
• 8 elective units selected from the general or specialist elective unit lists below using a minimum of 6 elective units

1 elective unit from Group A Work, Health and Safety elective units listed

1 elective unit from Group B Teamwork elective units listed

1 elective unit from Group C Emergency communication centre specialist elective units listed

The additional units are to be selected from the general or specialist elective unit lists below.

Imported elective units must contribute to the vocational outcomes of the qualification. Where imported units are selected, care must be taken to ensure that all prerequisite units specified are complied with.

Elective units selected from outside the qualification must not duplicate content already covered by units in this qualification.

Prerequisites attached to any of the units must be obtained and are additional to the number of units required for this qualification.

Where a prerequisite is attached to a unit it is identified by the symbol ∟.

General Elective Stream

At least 3 elective units from Groups D, E, F and/or G elective units listed below; and

No more than 2 elective units from Group H general units listed below or 2 imported units.

Call Taking Specialist Stream

1 elective unit from the Group D Call Taking specialist elective units listed; and

At least 2 elective units from the Group E Call Taking general elective units listed; and

No more than 2 elective units from Group H general units listed below or 2 imported units.

Dispatch Specialist Stream

2 elective units from Group F Dispatch specialist elective units listed; and

At least 1 elective unit from Group G Dispatch general elective units listed; and

No more than 2 elective units from Group H general units listed below or 2 imported units.

Additional qualification advice

Where a defined specialist stream is completed, the resultant testamur should be titled;

• Certificate III in Public Safety (Emergency Communications Centre Operations - Call Taking)
• Certificate III in Public Safety (Emergency Communications Centre Operations - Dispatch)

Core units  

PUACOM001

Communicate in the workplace

PUAECO001

Operate telephony systems

PUAECO002

Process emergency incident calls and enquiries

Group A: Work, Health and Safety 

BSBWHS301

Maintain workplace safety

BSBWHS307

Apply knowledge of WHS legislation in the workplace

BSBWHS308

Participate in WHS hazard identification, risk assessment and risk control

BSBWHS309

Participate effectively in WHS communication and consultation processes

PUAWHS001

Follow defined work, health and safety policies and procedures

Group B: Team work 

PUASES012

Work as a team member in an emergency operations centre

PUATEA001

Work in a team

Group C: Emergency communications centre 

PUAECO004

Operate computer aided dispatch system

PUAECO006

Read and interpret maps

Group D: Call taking specialist 

PUAECO004

Operate computer aided dispatch system

PUAECO006

Read and interpret maps

Group E: Call taking general 

BSBCUE203

Conduct customer engagement

BSBCUE301

Use multiple information systems

BSBCUE307

Work effectively in customer engagement

BSBWOR203

Work effectively with others

PUATEA002

Work autonomously

PUATEA004

Work effectively in a public safety organisation

Group F: Dispatch specialist 

PUAECO003

Operate and control radio networks

PUAECO005

Dispatch resources from within an emergency communications centre

Group G: Dispatch general 

PUATEA002

Work autonomously

PUATEA004

Work effectively in a public safety organisation

Group H: General 

BSBPEF201

Support personal wellbeing in the workplace

HLTAID010

Provide basic emergency life support

HLTAID011

Provide First Aid

HLTWHS006

Manage personal stressors in the work environment

PUAECO007

Respond to and maintain monitored automatic notification system

PUAECO008

Receive and action notification of uncontrolled hazardous materials situations

PUAEME001

Provide emergency care

PUAFIR323

Take local weather observations

PUAOPE013

Operate communications systems and equipment

This qualification replaces and is not equivalent to PUA33012 Certificate III in Public Safety (Emergency Communications Centre Operations).