Unit of competency
Modification History
Release 1. This is the first release of this unit of competency in the PUA Public Safety Training Package. |
Application
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. |
Pre-requisite Unit
Not applicable. |
Competency Field
Emergency Communications |
Unit Sector
Not applicable |
Elements and Performance Criteria
ELEMENTS |
PERFORMANCE CRITERIA |
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Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
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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 |
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1.3 |
Factors which may affect the caller's ability to provide accurate information are assessed and considered |
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1.4 |
Type of incident call or enquiry is determined accurately and call authenticity is determined, in accordance with organisational protocols |
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1.5 |
Details of the incident call or enquiry are obtained and accurately logged, in accordance with organisational policies and procedures |
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1.6 |
Appropriate response is established through consultation with relevant personnel, in accordance with organisational procedures |
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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 |
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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 |
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3.3 |
Calls or enquiries are concluded, in accordance with organisational policies and procedures |
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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 |
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4.3 |
Follow up procedures and notifications to other emergency services or agencies are implemented, as required |
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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 |
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5.3 |
Faulty equipment is identified and reported, in accordance with organisational policies and procedures and alternative strategies are employed, as required |
Foundation Skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency. |
Range of Conditions
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. |
Unit Mapping Information
This unit replaces and is equivalent to PUAECO002A Process emergency incident calls and enquiries. |
Links
PUA Training Package Companion Volume Implementation Guide is found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=3eca5672-6d5a-410b-8942-810d0ba05bbf