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

This unit involves the skills and knowledge required to process emergency incident calls and enquiries. It includes receiving incoming incident calls and/or enquiries, providing information to callers in possible danger, locating an incident, requesting assistance and operating equipment.

The unit applies to individuals who process emergency calls for assistance and non-emergency enquiries in an emergency communications centre.

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

Not applicable.

Emergency Communications

Not applicable

ELEMENTS 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1  

Receive incoming incident calls/enquiries 

1.1 

Emergency incident calls are answered promptly using standard agency answering protocols

1.2 

Information about the caller, incident or enquiry is established, in accordance with organisational policies and procedures

1.3 

Factors which may affect the caller's ability to provide accurate information are assessed and considered

1.4 

Type of incident call or enquiry is determined accurately and call authenticity is determined, in accordance with organisational protocols

1.5 

Details of the incident call or enquiry are obtained and accurately logged, in accordance with organisational policies and procedures

1.6 

Appropriate response is established through consultation with relevant personnel, in accordance with organisational procedures

2 

Provide information to callers in possible danger 

2.1 

Potential danger to caller is assessed accurately

2.2 

Safety information appropriate to the situation and caller's needs is communicated clearly

3 

Locate an incident 

3.1 

Organisation's area of operational responsibility is identified

3.2 

Appropriate directories, maps and databases are used to find incident location

3.3 

Calls or enquiries are concluded, in accordance with organisational policies and procedures

4 

Action received request 

4.1 

Action emergency incident request or call

4.2 

Information is summarised and communicated using clear and appropriate language, in accordance with organisational policies and procedures

4.3 

Follow up procedures and notifications to other emergency services or agencies are implemented, as required

5 

Operate equipment 

5.1 

Appropriate equipment is chosen for the task, context and needs of incident

5.2 

Equipment is used and operated safely, in accordance with organisational procedures and instructions

5.3 

Faulty equipment is identified and reported, in accordance with organisational policies and procedures and alternative strategies are employed, as required

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions may be found in the Companion Volume Implementation Guide.

This unit replaces and is equivalent to PUAECO002A Process emergency incident calls and enquiries.

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

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all the requirements of the elements and performance criteria on at least one occasion and includes

• answering incident calls or enquiries promptly using standard organisational or agency answering protocols including using techniques to obtain information in as short a time as possible
• communicating orally and in writing
• concluding calls or enquiries and confirming response
• identifying and reporting and/or actioning faults using organisational instructions
• implementing and following organisational policies, procedures and protocols to support response decisions
• locating an incident
• logging incident calls and enquiry details
• providing information to callers in possible danger
• reading and interpreting maps to identify location of incident
• reassuring callers and supplying pre-arrival instructions
• recognising the difference between emergency and non-emergency incident calls and enquiries
• summarising, recording and relaying information accurately to emergency services and/or agencies
• taking appropriate action to process incident calls and enquiries
• using codes, abbreviations or specialist terminology in transmission of information

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all the requirements of the elements, performance criteria and range of conditions and includes knowledge of

• alternative strategies for when equipment is faulty
• codes, abbreviations or specialist terminology used by the organisation when receiving and responding to incoming incident calls and enquiries
• communications and dispatch equipment used in the management of incidents and non-operational enquiries
• directories and databases
• factors that may impact on a caller's ability to provide information, understand directions and reach safety
• fault identification and reporting and/or actioning requirements
• information including environmental factors, operational readiness, risks associated with incident, topography and weather conditions
• methods of establishing information of caller, incident or enquiry including using active listening skills, clarifying, giving full attention to caller, maintaining contact with caller, prompts, summarising and using open questions
• methods of identifying geographical area of operations and map reading techniques
• organisational documentation, policies, procedures and protocols
• organisational instructions
• organisational, emergency service and/or agency resources

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Assessment must occur in workplace operational situations that includes emergency and non-emergency situations across a range of different callers, types of emergencies and level of activity. Where this is not appropriate, assessment must occur in industry approved simulated workplace operational situations that reflect workplace conditions.

Resources for assessment must include access to

• a range of relevant exercises, case studies and/or simulations
• relevant and appropriate materials, equipment, tools and personal protective clothing and equipment currently used in industry including

• backup telephony systems
• directories, maps and databases to find incident locations

• applicable documentation including organisational policies and procedures, industry standards, regulations, codes of practice, equipment specifications, operations and systems manuals.