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

Required Skills

access organisational documentation

accurately record and relay information

effectively communicate orally and in writing

effectively use telephony equipment computer systems and associated software

maintain telephone systems

operate backup and business continuity systems

work in stressful situations

Required Knowledge

effective telephone techniques

organisational policies and procedures such as relevant legislation operational corporate and strategic plans operational performance standards operational policies and procedures organisational personnel and occupational health and safety practices and guidelines organisational quality standards organisations approach to environmental management and sustainability

relevant legislation and regulations

safety issues such as acoustic shock head set electrical storms spurious noises required breaks stress management ergonomics

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 competency in this unit

Assessment must confirm the ability to

use telephone system in a time critical environment

effectively apply telephone functions

effectively apply protocols and procedures

implement backup arrangement

Consistency in performance

Competency should be demonstrated over time during emergency communications centre operations or simulated operations that include critical and noncritical situations particularly in a stress environment involving calls

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

agency protocol documentation

backup systems

operations and systems manuals

organisational documentation

relevant databases

telephony system

training databases where available

training manual

workplace experts

Method of assessment

This unit may be assessed with the following unit

PUAECOA Process emergency incident calls and enquiries

PUAECO002A Process emergency incident calls and enquiries.

In a public safety environment assessment is usually conducted via direct observation in a training environment or in the workplace via subject matter supervision andor 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 industryapproved simulated work environment Forms of assessment that are typically used include

direct observation

interviewing the candidate

journals and workplace documentation

third party reports from supervisors

written or oral questions

Organisational procedures may include

Operating a telephony system may include

Manufacturer's instructions may include

System functions may include

Systems may include

Taking appropriate action may include