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Elements and Performance Criteria

  1. Clarify service delivery requirements
  2. Develop an action plan for service delivery
  3. Deliver recovery services

Required Skills

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

Required Skills

briefing and debriefing

data collection and evaluation needs analysis

high level interpersonal skills diplomacy tact negotiation conflict resolution

liaison with other service providers recovery coordinators and managers

observation sensitivity to recognising stress behaviours and recovery needs

organisation and project management skills prioritising resource assessments and allocations use of relevant equipment

team work

verbal and written communication with a wide range of community members professional and administrative personnel

Required Knowledge

fundamentals of recovery operations outlined in Australian Emergency Management Handbook Recovery

Jurisdiction recovery assistance programs relevant to service role

awareness of cultural and linguistic diversity and availability of translationinterpreter services

common impacts of emergencies on communities and individuals

community development approaches and strategies

community contexts social political economic cultural environmental

delegations and administrative processes

OHampS issues relating to services delivery

organisational budgeting and financial management

protocols for information management and liaison with the public and media

recommended approaches to recovery service delivery relevant to service role

relevant legislativeregulatory framework localstateterritory emergency management arrangements

Evidence Required

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

Assessment must confirm the ability to

deliver recovery services safely effectively and efficiently

collect accurate information about community needs and services

monitor and adjust service delivery within agreed scope

communicate effectively with recovery managers other service providers and the community

Consistency in performance

Competency should be demonstrated in at least two contexts either simulated or reallife such as

throughout the life of a recovery operation

during components of a number of operations

Context of and specific resources for assessment

Context of assessment

Competency should be assessed delivering recovery services in the workplace or in a simulated workplace environment

Specific resources for assessment

Access is required to community and the opportunity to deliver recovery services during an actual or simulated emergency

Guidance information for assessment

This unit contains many transferable skills such as communication consultation research and analysis skills that can be applied in the emergency recovery context Assessors should use formative assessment strategies in a simulated environment to contextualise underpinning knowledge

Summative assessment may not be possible in a realworld environment and assessors should confirm that simulated environments are sufficiently complex to be realistic

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.

Service delivery may include:

in the social environment:

community development

health and medical needs

pastoral care, counselling, mental health services

registration, public information, immediate relief services e.g. temporary accommodation, food, transport, relocation

cultural support and support for people with mobility, vision and hearing impairment and people with a cognitive disability

tourists and persons from interstate and overseas

in the built environment:

debris removal

structure assessment, stabilisation and demolition

restoration of essential services (power, water, hospitals, schools)

restoration of lifelines and communication services, transport links, public transport, supply chains

re-establish commercial and retail facilities

in the natural environment:

containment of hazards, decontamination and removal of hazards

habitat restoration/revegetation/rehabilitation

erosion stabilisation

threatened species

prevent further contamination e.g. weeds, fungal disease

in the economic environment:

restoration of banking and other financial services

appeals and donations

economic redevelopment strategies, business and industry recovery packages

employment issues

financial advice, insurance advice

grants and personal support programs e.g. financial relief

Stakeholders may include:

staff

client groups

decision makers

members of the public

community groups

industry groups

public and private sector organisations

non-government organisations

elected officials

Service providers may include:

architects, engineers, planners, builders

business recovery advisers

Australian/state/territory/local government program administration staff

financial advisers

bank officers

insurance assessors

non-government and community service organisation staff

personal support staff such as social workers, public health workers, and advocates

mental health professionals such as psychiatrists, psychologists, counsellors

suppliers of demolition and debris removal services

suppliers of earthworks, road making and revegetation services

utility workers (power, water, drainage, sanitation, garbage)

Collection of information may include:

collection strategies that recognise the diverse cultural, language and linguistic needs of the community

feedback from briefings and debriefings

phone calls and surveys about unmet community needs and service effectiveness

reports on expenditure, resource availability and use, staff welfare

summaries of damage assessments, service requests, jobs completed, daily/weekly logs

Organisational standards may include:

arrangements specified in legislation or regulation

organisational or jurisdictional emergency recovery policies or procedures

existing recovery plans, agreements or memoranda of understanding

Australian Emergency Management Handbook 2, Recovery