Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

HLTAMB005 Mapping and Delivery Guide
Receive and respond to requests for ambulance service

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency HLTAMB005 - Receive and respond to requests for ambulance service
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to receive and respond to requests for ambulance services and to transfer calls for action. Call-taking work is carried out in accordance with standard organisation operating policies and procedures.This unit applies to individuals working in an ambulance communications centre. The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand Standards and industry codes of practice.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills and knowledge must be demonstrated in a workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:

• use of suitable facilities, resources and equipment as per local governing body including:

- communication protocols, equipment and systems

- prioritising tools for request for service

• modelling of industry operating conditions including assess to real people for simulations and scenarios of callers requesting ambulance service.

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Elements define the essential outcomes
       
Element: Receive request for service
  • Answer promptly incoming requests for service
  • Establish details of the situation using effective communication skills, techniques and resources
  • Record complete details of the request accurately and in a timely and efficient manner
  • Respect confidentiality at all times
  • Assess quickly and accurately any potential danger to the caller
       
Element: Respond to request for service
  • Determine urgency of the request using information gained from the caller requesting the service
  • 2.2 Communicate clearly safety information appropriate to the situation and caller's needs
  • Provide appropriate advice to the caller
  • Initiate a suitable response using a prioritising tool
       
Element: Apply strategies to manage the call
  • Use active listening skills consistently to help develop a rapport with the caller and to establish trust
  • Confirm with the caller that the information they have provided is accurate and complete
  • Adjust tone or manner to respond to the caller’s individual needs
       
Element: Refer and finalise request
  • Identify and action any need to refer the request for service
  • Terminate the call and take follow-up action as necessary
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

Elements define the essential outcomes

PERFORMANCE CRITERIA

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Receive request for service

1.1 Answer promptly incoming requests for service

1.2 Establish details of the situation using effective communication skills, techniques and resources

1.3 Record complete details of the request accurately and in a timely and efficient manner

1.4 Respect confidentiality at all times

1.5 Assess quickly and accurately any potential danger to the caller

2. Respond to request for service

2.1 Determine urgency of the request using information gained from the caller requesting the service

2.2 Communicate clearly safety information appropriate to the situation and caller's needs

2.3 Provide appropriate advice to the caller

2.4 Initiate a suitable response using a prioritising tool

3. Apply strategies to manage the call

3.1 Use active listening skills consistently to help develop a rapport with the caller and to establish trust

3.2 Confirm with the caller that the information they have provided is accurate and complete

3.3 Adjust tone or manner to respond to the caller’s individual needs

4. Refer and finalise request

4.1 Identify and action any need to refer the request for service

4.2 Terminate the call and take follow-up action as necessary

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

• used problem-solving skills and demonstrated efficiency and accuracy in all aspects of receiving and dealing with requests for ambulance service for the following situations:

- life-threatening

- non-life-threatening

- routine (scheduled bookings)

- dealing with difficult or distressed callers

• demonstrated computer literacy on 3 occasions including demonstrating:

- accuracy and proficiency in operating prioritising tools

- keyboarding skills to enable accurate input and extraction of data

- speed and accuracy of data entry in accordance with organisational specifications

• used oral communication and interpersonal skills, effectively on 3 occasions including:

- asking questions to collect patient history, clinical symptoms, contributing factors and individual circumstances

- responding calmly to multiple demands in a working environment with high operating activity

- use initiative in responding to challenging situations and individuals

- working with others

- showing empathy with callers

- working with interpreters as required

• demonstrated effective written communication skills on 3 occasions including:

- recording concise, comprehensive and legible information

- preparing written records as required.

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

• organisation operating policies and procedures

• how to use communications resources to provide details of the situation or incident

• emergency and non-emergency services and their function

• working knowledge of the geographical area

• codes and abbreviations or specialist terminology used by the organisation when receiving or taking action in response to request for service

• how to follow protocols for referral and requests in order to:

- act on received request for service

- request assistance as required from another service such as police, fire brigade, interpreters

- pass on the request for service, or obtain information from ambulance workers, supervisor or authorised medical advisor

- provide immediate clinical advice to callers

• problem-solving skills for contingencies using available tools and referrals.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

Elements define the essential outcomes

PERFORMANCE CRITERIA

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Receive request for service

1.1 Answer promptly incoming requests for service

1.2 Establish details of the situation using effective communication skills, techniques and resources

1.3 Record complete details of the request accurately and in a timely and efficient manner

1.4 Respect confidentiality at all times

1.5 Assess quickly and accurately any potential danger to the caller

2. Respond to request for service

2.1 Determine urgency of the request using information gained from the caller requesting the service

2.2 Communicate clearly safety information appropriate to the situation and caller's needs

2.3 Provide appropriate advice to the caller

2.4 Initiate a suitable response using a prioritising tool

3. Apply strategies to manage the call

3.1 Use active listening skills consistently to help develop a rapport with the caller and to establish trust

3.2 Confirm with the caller that the information they have provided is accurate and complete

3.3 Adjust tone or manner to respond to the caller’s individual needs

4. Refer and finalise request

4.1 Identify and action any need to refer the request for service

4.2 Terminate the call and take follow-up action as necessary

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
 
Answer promptly incoming requests for service 
Establish details of the situation using effective communication skills, techniques and resources 
Record complete details of the request accurately and in a timely and efficient manner 
Respect confidentiality at all times 
Assess quickly and accurately any potential danger to the caller 
Determine urgency of the request using information gained from the caller requesting the service 
2.2 Communicate clearly safety information appropriate to the situation and caller's needs 
Provide appropriate advice to the caller 
Initiate a suitable response using a prioritising tool 
Use active listening skills consistently to help develop a rapport with the caller and to establish trust 
Confirm with the caller that the information they have provided is accurate and complete 
Adjust tone or manner to respond to the caller’s individual needs 
Identify and action any need to refer the request for service 
Terminate the call and take follow-up action as necessary 

Forms

Assessment Cover Sheet

HLTAMB005 - Receive and respond to requests for ambulance service
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

HLTAMB005 - Receive and respond to requests for ambulance service

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: