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

Required Skills

analyse data and write reports

identify equipment faults

lead personnel

make decisions and prioritise actions

manage complaints

manage self and others effectively within stressful environments

manage time effectively

operate and troubleshoot equipment and systems

operate under general direction and limited supervision

participate as a member of the management team as required

provide continuous feedback to personnel

retrieve and collate data from the organisations system

use research tools

Required Knowledge

administrative guidelines

all equipment used in the emergency communications centre

areas and resources as required

data sources

delivery standards benchmarks quality assurance measures

incident management systems where appropriate

industrial agreements

maintenance arrangements

memoranda of understanding

operating systems

organisational plans

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

rostering methodology manual andor electronic

service level agreements

staff occupational health safety and welfare OHSW

standard administrative procedures

standard operating guidelines and procedures

telecommunications networks

work instructions

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

supervise people to meet service delivery standards

maintain the daytoday functions of the emergency communications centre during all periods of activity

analyse and report on centre operations

work within OHSW guidelines

Consistency in performance

Competency should be demonstrated over time during emergency communications centre operations or simulated operations that include critical and noncritical situations

Context of and specific resources for assessment

Context of assessment

Competency should be assessed in the workplace under conditions expected in the workplace

Specific resources for assessment

Access is required to

appropriate systems

emergency communications centre

maintenance schedules

organisational documentation

reports

workplace experts

Method of assessment

This unit may be assessed with the following unit

PUAECOA Maintain standards of emergency service delivery

PUAECO010A Maintain standards of emergency service delivery.

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

Resources may include:

Incident resourcing decisions may include:

Support services and other agencies may include:

External requests and notifications may include:

Situations that arise may include:

Physical resources may include: