Certificate III in Public Safety (Emergency Communications Centre Operations)

Not applicable.


11 units of competency are required for this qualification including:

3 core units

8 elective units

Choose a minimum of 6 elective units from the list below.

Choose the remaining 2 elective units from either the elective list below or elsewhere within this training package or another endorsed training package, or accredited course.

Only one unit may be chosen from the Group A elective list.

All elective units selected from outside this qualification must be from an equivalent qualification level or higher.

Elective units selected must not duplicate content already covered by other units in this qualification.

Where a pre-requisite unit is attached to a unit it is identified by this symbol .

The pre-requisite units attached to any of the units must be undertaken and are additional to the number of units required for the qualification.


Core Units

add topic PUACOM001C

Communicate in the workplace

add topic PUAECO001A

Operate telephony systems

add topic PUAECO002A

Process emergency incident calls and enquiries

add topic PUAECO003A

Operate and control radio networks

add topic PUAECO004A

Operate computer aided dispatch system

add topic PUAECO005A

Dispatch resources from within an emergency communications centre

add topic PUAOHS001C

Follow defined occupational health and safety policies and procedures

add topic PUATEA001B

Work in a team


Elective Units

Group A

add topic PUAEME001B

Provide emergency care

add topic HLTFA211A

Provide basic emergency life support


Elective Units

Group B

add topic PUAECO006A

Read and interpret maps

add topic PUAECO007A

Respond to and maintain monitored alarm systems

add topic PUAECO008A

Receive and action notification of uncontrolled hazardous materials situations

add topic PUAECO001A Operate telephony systems


Prevent injury

add topic PUAOPE013A

Operate communications systems and equipment

add topic PUASES012A

Work as a team member in an emergency operations centre

add topic PUATEA002B

Work autonomously

add topic PUATEA004D

Work effectively in a public safety organisation


    Pathways into the qualification

    Candidates may enter the qualification through a number of entry points demonstrating potential to undertake vocational education and training at this qualification level, such as:

    after achieving the PUA21012 Certificate II in Public Safety (Aquatic Rescue)

    working in an emergency communications centre operations role

    with vocational experience in emergency communications centre operations roles

    Pathways from the qualification

    After achieving the PUA33012 Certificate III in Public Safety (Emergency Communications Centre Operations), candidates may undertake a range of qualifications relevant to their role, such as:

    PUA31312 Certificate III in Public Safety (Aquatic Search and Rescue)

    PUA42712 Certificate IV in Public Safety (Emergency Communications Centre Operations)

    PUA41012 Certificate IV in Public Safety (Leadership)

    PUA41112 Certificate IV in Public Safety (Community Safety)

Entry Requirements

Not applicable.

Licensing Information

Not applicable.

Employability Skills

Employability Skills Summary for PUA33012 Certificate III in Public Safety (Emergency Communications Centre Operations)

Employability Skills are part of a unit of competency.

Employability Skills statements from a selection of units of competency from the PUA33012 Certificate III in Public Safety (Emergency Communications Centre Operations) have been reproduced in the table below.

This table provides an example of Employability Skills for the qualification because Employability Skills within a qualification will vary depending on the qualification packaging options.

Employability Skill

Employability Skills Statement


control the conversation to ensure necessary information is obtained from the caller

use active listening skills and questioning techniques to clarify issues

use codes, abbreviations, prowords or specialist terminology in the transmission of information


encourage and acknowledge participation by team members

make contributions to participative arrangements in the workplace (such as occupational health and safety committees team or workgroup meetings) within organisational procedures and scope of responsibilities and competencies

request assistance in the completion of tasks from other team members where appropriate

Problem solving

identify and communicate difficulties/problem areas to the appropriate person

identify and report faulty equipment in accordance with the organisation's policies and procedures, and employ alternative strategies employed when necessary

make decisions and solve problems to prioritise requests

Initiative and enterprise

make contributions to identifying team goals and objectives

raise occupational health and safety issues with designated personnel in accordance with workplace procedures and relevant occupational health and safety legislation

understand, acknowledge and accurately represent to others where required, views and opinions of individuals or a group

Planning and organising

prioritise request/s for assistance in accordance with agency protocols and legislation where required

receive, record and relay information

summarise and communicate information using clear and appropriate language, in accordance with the organisation's policies and procedures


maintain readiness in periods of low operational activity

manage stress

respond calmly to multiple demands in high operational activity


learn about communication protocols

learn about the meaning of occupational health and safety signs and symbols relevant to area of work

learn about the types of emergencies (with regards to relevant legislation)


effectively use telephony equipment, radios, computer systems and associated software

use equipment designed to receive incoming incident calls/enquiries in accordance with the organisation's and supplier's procedures

use equipment relating to incident/information management