Modification History
PUAECO002A Release 2: Layout adjusted. No changes to content.
PUAECO002A Release 1: Primary release.
Unit Descriptor
This unit covers the competency required to receive and respond to incoming calls and enquiries in an emergency communications centre or an information hotline.
Application of the Unit
This unit applies to personnel who process emergency calls for assistance and routine enquiries in an emergency communications centre.
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 Range Statement. Assessment of performance is to be consistent with the Evidence Guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Receive incoming incident calls/enquiries |
1.1 Routine and emergency incident calls /enquiries are answered promptly using standard agency answering protocols and telephony system, related equipment and computer aided dispatch system, in accordance with organisational policies and procedures. 1.2 Relevant information of the caller/incident/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 taken into consideration. 1.4 Type of incident call /enquiry is determined quickly and accurately, and call authenticity is determined, in accordance with organisational protocols. 1.5 Details of the incident call/enquiry are obtained and accurately logged , in accordance with organisational policies and procedures. 1.6 Appropriate response is ensured by interacting with other relevant personnel. |
2. Provide information to caller/s in possible danger |
2.1 Potential danger to caller/s is assessed quickly and 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/s of operational responsibility is identified. 3.2 Appropriate directories, maps and databases are used to find incident location/s. 3.3 Calls/enquiries are concluded in accordance with organisational policies and procedures. |
4. Action received request |
4.1 Request for assistance is actioned in accordance with organisational policies and procedures. 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 the incident. 5.2 Equipment is used and operated safely in accordance with organisational and manufacturer's instructions. 5.3 Faulty equipment is identified and reported in accordance with organisational policies and procedures, and alternative strategies are employed when necessary. |
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 across a range of different callers, types of emergencies and level of activity. |
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 units:
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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Routine and emergency incident calls/enquiries may include: |
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Related equipment may include: |
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Organisational policies and procedures may include: |
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Establishing relevant information of the caller/incident/enquiry may include: |
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Factors which may affect the caller's ability to provide accurate information may include: |
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Type of incident call/enquiry may include: |
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Details of the incident call/enquiry may include: |
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Logging incident calls/enquiries may include: |
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Potential danger may include: |
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Safety information appropriate to the situation and caller's needs may include: |
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Maps may include |
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Concluding calls/enquires may include: |
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Information may include: |
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Summarising and communicating information may include: |
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Equipment may include: |
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Unit Sector(s)
Not applicable.