ELEMENT

PERFORMANCE CRITERIA

1. Respond to active alarms

1.1 Alarm notification is acknowledged and confirmed as an active alarm, in accordance with organisational procedures.

1.2 Appropriate responseto alarm activation is undertaken, in accordance with organisational procedures.

1.3 Remedial actionistaken for issues identified by responding agency in accordance with organisational procedures .

2. Respond to alarm faults

2.1 Alarm fault is identified and acknowledged.

2.2 Remedial action is taken in accordance with organisational procedures.

2.3 Alarm fault information is collected and recorded in appropriate databases.

3. Complete follow up activities

3.1 Alarmconnections, disconnections and maintenance are processed in accordance with organisational policies and procedures.

3.2 Databases are maintained for currency and accuracy in accordance with organisational procedures.

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

Required Skills

accurately record and relay information

deal with difficult customers

effectively communicate orally and in writing

effectively use telephony equipment, computer systems and associated software

operate computer aided dispatch (CAD) systems

use communications equipment

use language appropriate to the caller

work in stressful situations

Required Knowledge

alarm codes

alarm protocols

effective telephone techniques

how to interrogate databases

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

relevant types of alarm systems (such as fire alarm, security alarm, medical alert)

terminology and abbreviations

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:

differentiate between active and fault alarms

operate a CAD system

work in high pressure stressful situations

effectively manage time and prioritise activities.

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:

back-up systems

CAD system

operations and systems manuals

organisational documentation

relevant databases

training databases, where available

training manual

workplace expert/s.

Method of assessment

This unit may be assessed with the following units:

PUAECO002A Process emergency incident calls and enquiries

PUAECO003A Operate and control radio networks

PUAECO005A Dispatch resources from within an emergency communications centre.

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.

Monitored alarm systems may include:

fire alarms

medical alerts

security alarms (monitored or not monitored)

surf life saving alerts

Appropriate response to alarm activation may include:

contacting management representatives

contacting client representatives

using CAD to generate a response

Taking remedial action may include notifying:

agencies

appropriate personnel

building owners/occupiers

network provider (monitoring companies, agencies)

utilities

Alarm faults may include:

alarm panel fault

communications centre monitoring equipment (e.g. computer hardware or software) fault

fire suppression equipment (e.g. sprinkler valve) fault

interface equipment fault

isolations

loss of signal

power failure/depletion

pump runs

Alarm connections and disconnections may include:

fixed line services

internet protocol connections

public switch telephone network (PSTN)

wireless

Maintenance of alarm monitoring may include:

follow up checks

notification of alarm faults and communications failures

review of faults

Databases may include:

manual systems

relational databases

spreadsheets/tables