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.
Not applicable.
ELEMENT | PERFORMANCE CRITERIA |
1. Ensure service delivery coverage is maintained | 1.1 Threats and events that are likely to impact on the emergency communications centre's ability to maintain service delivery are identified. 1.2 Emergency communications centre functions and resources are managed to ensure service delivery is maintained to a high level of operational readiness. 1.3 Coordination and supervision of activities within the emergencycommunications centre ensures a high level of operational readiness is maintained. 1.4 Service delivery requirements and gaps are identified. 1.5 Appropriate available resources are redistributed to address identified coverage gaps to maintain service delivery. |
2. Ensure service delivery standards are met | 2.1 Inter- and intra-agency policies and response protocols are implemented and adhered to. 2.2 Appropriate reserve resources are made operational to maintain service delivery. 2.3 All decisions and actions are in accordance with organisational procedures and agreed service delivery standards. 2.4 Duties are delegated and re-allocated according to fluctuations in demand and agency procedures. |
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 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. |
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 |
Not applicable.
This unit contains employability skills.
Not applicable.