ELEMENT

PERFORMANCE CRITERIA

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 manufacturer's instructions

1.3 Appropriate lines are accessed in accordance with organisational procedures

1.4 Standard agency answering protocols are applied for emergency calls and general enquiries

1.5 System functions are used appropriately to ensure caller status is maintained

1.6 Systems and other interfaces are accessed to locate and record information

1.7 Telephony system is controlled and coordinated to ensure equitable access and prioritisation of operations

1.8 Calls are terminated in accordance with organisational procedures

2. Identify faults in the telephony system

2.1 System testing is conducted in accordance with manufacturer's and organisational policies and procedures

2.2 Telephony systems are monitored for faults and appropriate action is taken

2.3 Back-up telephone system and business continuity arrangements are followed when primary telephony systems fail

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

Required Skills

access organisational documentation

accurately record and relay information

effectively communicate orally and in writing

effectively use telephony equipment, computer systems, and associated software

maintain telephone systems

operate back-up and business continuity systems

work in stressful situations

Required Knowledge

effective telephone techniques

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)

relevant legislation and regulations

safety issues such as acoustic shock, head set, electrical storms, spurious noises, required breaks, stress management, ergonomics

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:

use telephone system in a time critical environment

effectively apply telephone functions

effectively apply protocols and procedures

implement back-up arrangement.

Consistency in performance

Competency should be demonstrated over time during emergency communications centre operations or simulated operations that include critical and non-critical situations, particularly in a stress environment involving 000 calls.

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 unit:

PUAECO002A Process emergency incident calls and enquiries.

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.

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.

Organisational procedures may include

Legislation relevant to the organisation

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 sustainability

Operating a telephony system may include

Using computer software

Using hard phone and soft (electronic touch screen) phone

Using text telephone or telephone typewriter (TTY)

Manufacturer's instructions may include

Functions such as conference calls, quick dial, hold, transfer, direct lines

Safety such as acoustic shock, head set attachments, lightning

Use of head set and hand set

System functions may include

Allocating lines to specific operators

Conference calls

Direct lines

Holding calls

Memory dialling

Muting calls

Transferring calls

Systems may include

Computer aided dispatch (CAD)

Manual

Taking appropriate action may include

Identifying technical faults

Dealing with identified faults if within own area of responsibility

Referring identified faults to supervisor or appropriate personnel