This unit of competency involves the skills and knowledge required to operate telephony systems. It includes using and identifying faults in telephony systems.

The unit applies to individuals working within an emergency communications centre.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Use telephony system

1.1

Telephony system is accessed and set up, in accordance with organisational procedures

1.2

Telephony system is operated, in accordance with organisational instructions

1.3

Telephony lines are accessed, in accordance with organisational procedures

1.4

Calls are answered, in accordance with organisational procedures and answering protocols

1.5

Telephony system functions are used, in accordance with organisational procedures to ensure caller status is maintained

1.6

Telephony systems, caller line identification, mobile line identification and interfaces including call playback technology are accessed to locate and record information, in accordance with organisational procedures

1.7

Calls are terminated, in accordance with organisational procedures

2

Identify faults in telephony system

2.1

Telephony system testing is conducted, in accordance with organisational instructions, policies and procedures

2.2

Telephony system faults are identified and appropriate action is taken, in accordance with organisational procedures

2.3

Backup telephone system and business continuity arrangements are followed when primary telephony systems fail

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions may be found in the Companion Volume Implementation Guide.

Not applicable

Emergency communications