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:

recognise the difference between routine and emergency incident calls/enquiries

effectively handle incident calls/enquiries

use techniques to obtain information in as short a time as possible

take appropriate action in accordance with organisational procedures as a result of the incoming incident call/enquiry

use relevant technology for the recording of requests for assistance/enquiries in accordance with organisational policies and procedures.

Consistency in performance

Competency should be demonstrated over time during emergency communications centre operations or simulated operations that include critical and non-critical situations across a range of different callers, types of emergencies and level of activity.

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

back-up systems

operations and systems manuals

organisational documentation

relevant databases

telephony system

training databases, where available

training manual

workplace expert/s.

Method of assessment

This unit may be assessed with the following units:

PUAECO001A Operate telephony systems

PUAECO003A Operate and control radio networks

PUAECO004A Operate computer aided dispatch system.

In a public safety environment assessment is usually conducted via direct observation in a training environment or in the workplace via subject matter supervision and/or 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 industry-approved 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.

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

Required Skills

accurately record and relay information

apply relevant organisational policies and procedures to support appropriate response decisions

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

deal with difficult and distressed callers

communicate orally and in writing

use telephony equipment, radios, computer systems and associated software

employ fault bypass procedures

maintain readiness in periods of low operational activity

read and interpret basic maps to identify location of incident

respond calmly to multiple demands in high operational activity

type with speed/accuracy in accordance with organisational specifications

use appropriate questioning techniques

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

use equipment designed to receive incoming incident calls/enquiries in accordance with organisational and supplier procedures

use equipment relating to incident/information management

use language appropriate to the caller

use voice procedures consistent with organisational procedural requirements

Required Knowledge

area of operations

codes, abbreviations or specialist terminology used by the organisation when receiving or taking action in response to incoming incident calls/enquiries

communications equipment used in the management of incidents and non operational enquiries

telephone communication techniques such as responding to queries clearly and concisely; ensuring appropriate referral processes are followed; exercising discretion and confidentially; taking follow-up steps where appropriate; displaying empathy; effectively handling caller behaviour (such as aggressive, angry, controlled, distressed, hysterical, passive, scared, timid); effectively responding to callers whose first language is not English or who have difficulties with the English language; effectively responding to the age of the caller; questioning caller in such a way that allows the caller to respond in a timely manner; using open and closed questioning

organisational policies, procedures and practices

organisational resources such as aerial appliances (hydraulic/telescopic ladder, hydraulic platform, combination ladder/platform); aircraft (helicopters and fixed wing); special appliances ( hazardous materials response vehicles, specialist rescue vehicles, special materials carriers [foam, breathing apparatus], command and control vehicles); vehicles (pumpers/tankers/combinations; heavy, medium, light; four-wheel drive)

relevant legislation and regulation

stress management techniques

time management techniques

types of emergencies (with regards to relevant legislation)

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.

Routine and emergency incident calls/enquiries may include:

administrative queries

requests for general organisational information

requests for help in critical situations

requests for help in non-critical situations

Related equipment may include:

computers (data transfer from other agencies)

electronic indicators (such as fire alarms)

paging systems

radio

telephonic services

Organisational policies and procedures may include:

mutual aid, memorandum of understanding with other agency/s

organisation's approach to environmental management and sustainability

procedures which concern the operations of the organisation in an emergency situation

procedures which are not of an emergency nature but may affect the organisation's operations in an emergency

procedures which form part of the day-to-day running of the organisation

procedures which concern the operations of other agencies, services and organisations which may be required to attend emergency situations

Establishing relevant information of the caller/incident/enquiry may include:

active listening skills (such as clarifying, giving full attention to the caller, maintaining contact with the caller and prompts, summarising, using open questions)

appropriately responding to cultural diversity and people with specific needs

controlling the call

effective communication skills, techniques and resources

questioning techniques

Factors which may affect the caller's ability to provide accurate information may include:

ability to speak

age

call difficulties such as call being disconnected

impact of alcohol or drugs

knowledge of the area (for example, a tourist may have limited knowledge)

language spoken

level of distress

mental health

Type of incident call/enquiry may include:

alarm

HAZMAT

motor vehicle accident

rescue

structure

vegetation

Details of the incident call/enquiry may include:

address

caller name and phone number

location:

commonplace name

cross streets

distinguishing features

landmarks

latitude and longitude

marine chart

nearest intersection

position in street

rural addressing

suburb, town, city

street number

type

Logging incident calls/enquiries may include:

checking permit log and plotted fires

creating incident file and verifying and saving details

liaising with fire towers

making appropriate records

phoning alarmed premises

Potential danger may include:

danger from animals, building debris or dangerous goods and hazardous substances

factors associated with caller health or wellbeing such as being older or having a physical disability which may mean the caller is not able to evacuate; language difficulties; panic and shock

factors which may impact on caller's ability to reach safety:

ability to speak

effects of alcohol and/or drugs

age

knowledge of the area/location

language/s spoken

level of distress

mental health

telephone difficulties such as call being disconnected

smoke inhalation

structural collapse

vehicle ignition

Safety information appropriate to the situation and caller's needs may include:

drop to floor to reach exit

immediate evacuation in accordance with building evacuation plan

leave area by recommended route

stand in an identified location to wait for the appliance and fire crew

use appropriate protective clothing

Maps may include

books of maps

computer-generated maps

road maps

street directories

topographical maps

tourist maps

Concluding calls/enquires may include:

confirmation of response

reassurance

pre-arrival instructions

Information may include:

environmental factors

factors affecting agency's operational readiness

risks associated with the incident

topography

weather conditions

Summarising and communicating information may include:

informing other public safety agencies and relevant stakeholders about the response

maintaining liaison with colleagues

notifying senior management and other organisations as required

providing information pre-arrival of the emergency service/s

Equipment may include:

computer back-up systems

computer hardware - other than the organisation's primary computer hardware system (such as portable computers)

computer software - other than the organisation's primary computer software program/s (such as mapping programs, word processing, hazardous materials databases)

facsimile

landline, mobile and satellite telephones - other than the organisation's primary telephone system

pager systems

printers

recording equipment

remotely controlled fire station equipment

security equipment

signalling devices (such as alarm telemetry equipment)