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

PUAECO010A Mapping and Delivery Guide
Maintain standards of emergency service delivery

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency PUAECO010A - Maintain standards of emergency service delivery
Description This unit covers the competency required to maintain service delivery standards.The unit addresses the knowledge and skills necessary to maintain emergency service delivery in a defined area.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to senior operators/team leaders/shift supervisors in an emergency communications centre who are responsible for ensuring that service delivery standards are maintained to meet performance requirements.
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: Ensure service delivery coverage is maintained
  • Threats and events that are likely to impact on the emergency communications centre's ability to maintain service delivery are identified.
  • Emergency communications centre functions and resources are managed to ensure service delivery is maintained to a high level of operational readiness.
  • Coordination and supervision of activities within the emergencycommunications centre ensures a high level of operational readiness is maintained.
  • Service delivery requirements and gaps are identified.
  • Appropriate available resources are redistributed to address identified coverage gaps to maintain service delivery.
       
Element: Ensure service delivery standards are met
  • Inter- and intra-agency policies and response protocols are implemented and adhered to.
  • Appropriate reserve resources are made operational to maintain service delivery.
  • All decisions and actions are in accordance with organisational procedures and agreed service delivery standards.
  • Duties are delegated and re-allocated according to fluctuations in demand and agency procedures.
       


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:

identify the potential for a loss of service delivery

promptly identify resources to be positioned to prevent loss of delivery service

relocate/redeploy resources to maintain service delivery

allocate/deploy resources to minimise disruption to service delivery.

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 or in a simulated workplace environment under conditions expected in the workplace.

Specific resources for assessment

Access is required to:

computer aided dispatch system

live environment

organisational-specific documents

service delivery standards/agreements.

Method of assessment

This unit may be assessed with the following unit:

PUAECO009A Coordinate emergency communications centre operations.

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

communicate effectively with peers and agency management

identify improvements/amendments to policy, systems and procedures

identify threats and events that will impact on resource availability

interpret warnings and forecasts and predict the impact on the emergency communications centre operations and resource availability

liaise with appropriate agencies to meet service delivery requirements

maintain emergency communications centre staffing levels during times of peak workload

maintain emergency communications centre welfare requirements during times of peak workload

manage emergency communications centre functions during periods of peak workload

record incident and/or event information accurately in accordance with organisational requirements

Required Knowledge

capability and availability of reserve resources

capability of available resources

inter- and intra-agency contacts

inter- and intra-agency policies and response protocols

organisational requirements for mobilising resources

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.

Threats and events may include:

industrial and civil unrest

infrastructure failures (road, rail, water, telecommunications, etc.)

large-scale incidents (such as major weather events, campaign bushfires, flooding, hydrocarbon spills, coastal erosion, drought)

major assets left unprotected (such as airports, refineries, nuclear reactor at Lucas heights)

major drill and training exercises

major events (APEC, olympic games, world youth day, grand prix)

natural disaster and weather warnings

pandemic disease

planned infrastructure outages (water, roads, bridges)

terrorist warnings

war

Service delivery may include:

emergency communications centre staffing

government and legislative requirements

maintaining equipment and vehicles

maintaining people skill sets

occupational health, safety and welfare (OHSW) requirements

peak load staffing

public expectation

resource availability

Activities within the emergency communications centre may include:

call taking

dispatch

emergency management

maintaining resource availability

notifications

OHSW requirements

radio operations

reporting

staffing and rostering

training

Redistributing resources may include:

alternate routes

alternate staffing

maintaining skill levels

moving people and equipment around

mutual aid agreements

peak load staffing

protecting special risks

training

transportation

use of part-time and volunteer staff

Coverage gaps may include:

crew shortages

equipment and systems failures

industrial and civil unrest

inter- and intra-agency agreements not complied with

infrastructure failures

major assets unprotected

major event planning

major incident activity

pandemic disease affecting staff/volunteer availability

reduced resource cover

specialist resources depleted or unavailable

training

volunteer availability

war

Response protocols may include:

alarm response protocols

changed responses due to external influences

climate factors

crew changes

cross-border responses

embassies and consulates

inter- and intra-agency requirements

mutual aid agreements

natural and manufactured disasters

response into commonwealth and military installations

special risks

Reserve resources may include:

cross-border resources

hired or leased equipment

military

mothballed resources

off-duty staff

operational support staff

part-time and volunteer staff

resources from other agencies

senior officers

training staff

Organisational procedures may include:

awards and industrial agreements

contracts

inter-agency agreements

legislation

memoranda of understanding (MOUs)

mutual aid agreements

organisation’s approach to environmental management and sustainability

performance indicators

qualifications

rank structure

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
Threats and events that are likely to impact on the emergency communications centre's ability to maintain service delivery are identified. 
Emergency communications centre functions and resources are managed to ensure service delivery is maintained to a high level of operational readiness. 
Coordination and supervision of activities within the emergencycommunications centre ensures a high level of operational readiness is maintained. 
Service delivery requirements and gaps are identified. 
Appropriate available resources are redistributed to address identified coverage gaps to maintain service delivery. 
Inter- and intra-agency policies and response protocols are implemented and adhered to. 
Appropriate reserve resources are made operational to maintain service delivery. 
All decisions and actions are in accordance with organisational procedures and agreed service delivery standards. 
Duties are delegated and re-allocated according to fluctuations in demand and agency procedures. 

Forms

Assessment Cover Sheet

PUAECO010A - Maintain standards of emergency service delivery
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

PUAECO010A - Maintain standards of emergency service delivery

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: