This describes the essential skills and knowledge and their level required for this unit

Essential knowledge

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

This includes knowledge of

Organisation operational policies and procedures

Use of communications resources

Emergency and nonemergency services and their function

Working knowledge of the geographical area

Clinical symptoms

Essential skills

It is critical that the candidate demonstrate the ability to

Assess and deal with a variety of situations including

lifethreatening situations

non lifethreatening situations

routine situations

situations that need to be referred

situations where people have difficulty in communicating their needs

Illicit relevant information that may include previous client history contributing factors and individual circumstances in assessment of requests for service

Assess and analyse

clinical symptoms

client history

contributing factors

individual circumstances surrounding the incident

Demonstrate sound judgement in all aspects of receiving and dealing with requests for service

continued

Essential skills contd

In addition the candidate must be able to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

This includes the ability to

Demonstrate computer literacy including

proficiency in operating prioritising tools

keyboarding skills to enable accurate input and extraction of data

Use problem solving skills including

using available resources

analysing information

making decisions that ensure the most efficient and effective use of resources

Use oral communication skills required to fulfil job roles as specified by the organisation including

asking questions

active listening

asking for clarification of information from caller

negotiating solutions

acknowledging and responding to a range of views

explaining clearly and concisely the nature of the service request including location of the event to emergency crews

Use interpersonal skills including

working with others

showing empathy with callers clients and relatives

relating to persons from differing cultural social and religious backgrounds

working with interpreters as required

Use written communication skills literacy competence required to fulfil job roles as specified by organisation including

recording information accurately

preparing formal records as required

Use initiative in responding to challenging situations and individuals

Take a responsible approach to professional development including

maintaining own skills and knowledge and ongoing development

being open to learning new ideas and techniques in a range of settings

sharing workplace information with others

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

Critical aspects for assessment and evidence required to demonstrate this competency unit

The individual being assessed must provide evidence of specified essential knowledge as well as skills

Observation of performance in the work environment is preferableHowever where workplace observation is insufficient to demonstrate competence simulations andor case studies may be used as supporting evidence

Observation of performance in the work environment is preferable
However, where workplace observation is insufficient to demonstrate competence, simulations and/or case studies may be used as supporting evidence

Evidence of workplace performance over time must be obtained to inform a judgement of competence

Access and equity considerations

All workers in the health industry should be aware of access and equity issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on health of Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues in particular relating to factors impacting on health of Aboriginal andor Torres Strait Islander clients and communities

Details of the situation or incident may include, but are not limited to:

Requests for service may come from:

Communication resources may include, but are not limited to:

Response to situations may include, but is not limited to:

Referral may mean:

Referral of request may be necessary to: