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

PUAECO009A Mapping and Delivery Guide
Coordinate emergency communications centre operations

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency PUAECO009A - Coordinate emergency communications centre operations
Description This unit covers the competency required to coordinate the day-to-day operational readiness of the emergency communications centre, to ensure sufficient resources to run the centre and to ensure the service meets organisational standards.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to senior operators/team leaders/shift supervisors of an emergency communications centre.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
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: Coordinate availability and deployment of resources
  • Allocation and deployment of resources is monitored, and adjusted to ensure they comply with organisational policies, operational procedures and incident requirements
  • Emergency communications centre operators are assisted by making incident resourcing decisions prior to the arrival of resources at an incident
  • Coordination and liaison with support servicesand other agencies is maintained to optimise incident resourcing
  • External requests and notifications are managed and actioned
       
Element: Support emergency communications centre team
  • Shift activities of the team are allocated, supervised and reviewed
  • Situations that arise during a shift period, including responsibility for assigned personnel, are managed
  • Emergency communications centre is coordinated during routine and peak periods of operational activity
  • Liaison is maintained with senior management and on-call personnel
  • Rosters are maintained in accordance with level of responsibility
  • Shift changes are managed to facilitate effective hand over
  • Welfare and safety of personnel are monitored and appropriate action is taken as required
       
Element: Manage emergency communications centre facility
  • Physical resources required for the operations of the centre are maintained at an appropriate level
  • Equipment maintenance processes and procedures are implemented
  • System faults and equipment failures are analysed and remediated
       
Element: Collect and analyse data, and prepare reports
  • Accurate completion of incident records by emergency communications centre operators is monitored and action is taken to address any identified gaps
  • Required statistical data is collected and maintained
  • Routine and specific reports are prepared for senior operational staff and managers
  • Data relative to emergency communications centre's performance is collated and reported on
  • Internal and external complaints are investigated and reported on
  • Inquiry and other evidence is prepared for manager, senior officers and other agencies and authorities
  • Debriefings and briefings are conducted and attended as required
       


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.

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 day-to-day 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 non-critical 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 expert/s.

Method of assessment

This unit may be assessed with the following unit:

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 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.

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.

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

Required Skills

analyse data and write reports

identify equipment fault/s

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 organisation's 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; organisation's approach to environmental management and sustainability)

rostering methodology (manual and/or electronic)

service level agreements

staff occupational health, safety and welfare (OHSW)

standard administrative procedures

standard operating guidelines and procedures

telecommunications networks

work instructions

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.

Resources may include:

appliances

equipment

global information system

personnel

situational report information

Incident resourcing decisions may include:

downgrading incident

escalating incident

referring to incident controller or senior officer

Support services and other agencies may include:

ambulance

internal divisions and support areas

other agencies

other fire services in own and other jurisdictions

state/territory emergency services

utilities

External requests and notifications may include:

hazmat

ministerials

other agencies

road and traffic information

tide information

utilities

weather warnings

Situations that arise may include:

administrative duties

attendance at meetings

attendance at training

change of roles/functions

staff breaks

staff illness

Physical resources may include:

building maintenance

consumables

hardware

keys and security passes

office equipment

parking

stationery

uniforms

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
Allocation and deployment of resources is monitored, and adjusted to ensure they comply with organisational policies, operational procedures and incident requirements 
Emergency communications centre operators are assisted by making incident resourcing decisions prior to the arrival of resources at an incident 
Coordination and liaison with support servicesand other agencies is maintained to optimise incident resourcing 
External requests and notifications are managed and actioned 
Shift activities of the team are allocated, supervised and reviewed 
Situations that arise during a shift period, including responsibility for assigned personnel, are managed 
Emergency communications centre is coordinated during routine and peak periods of operational activity 
Liaison is maintained with senior management and on-call personnel 
Rosters are maintained in accordance with level of responsibility 
Shift changes are managed to facilitate effective hand over 
Welfare and safety of personnel are monitored and appropriate action is taken as required 
Physical resources required for the operations of the centre are maintained at an appropriate level 
Equipment maintenance processes and procedures are implemented 
System faults and equipment failures are analysed and remediated 
Accurate completion of incident records by emergency communications centre operators is monitored and action is taken to address any identified gaps 
Required statistical data is collected and maintained 
Routine and specific reports are prepared for senior operational staff and managers 
Data relative to emergency communications centre's performance is collated and reported on 
Internal and external complaints are investigated and reported on 
Inquiry and other evidence is prepared for manager, senior officers and other agencies and authorities 
Debriefings and briefings are conducted and attended as required 

Forms

Assessment Cover Sheet

PUAECO009A - Coordinate emergency communications centre operations
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

PUAECO009A - Coordinate emergency communications centre operations

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: