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Evidence Guide: HLTAMB005 - Receive and respond to requests for ambulance service

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

HLTAMB005 - Receive and respond to requests for ambulance service

What evidence can you provide to prove your understanding of each of the following citeria?

Elements define the essential outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Receive request for service

  1. Answer promptly incoming requests for service
  2. Establish details of the situation using effective communication skills, techniques and resources
  3. Record complete details of the request accurately and in a timely and efficient manner
  4. Respect confidentiality at all times
  5. Assess quickly and accurately any potential danger to the caller
Answer promptly incoming requests for service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish details of the situation using effective communication skills, techniques and resources

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record complete details of the request accurately and in a timely and efficient manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respect confidentiality at all times

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess quickly and accurately any potential danger to the caller

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to request for service

  1. Determine urgency of the request using information gained from the caller requesting the service
  2. 2.2 Communicate clearly safety information appropriate to the situation and caller's needs
  3. Provide appropriate advice to the caller
  4. Initiate a suitable response using a prioritising tool
Determine urgency of the request using information gained from the caller requesting the service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

2.2 Communicate clearly safety information appropriate to the situation and caller's needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide appropriate advice to the caller

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate a suitable response using a prioritising tool

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply strategies to manage the call

  1. Use active listening skills consistently to help develop a rapport with the caller and to establish trust
  2. Confirm with the caller that the information they have provided is accurate and complete
  3. Adjust tone or manner to respond to the caller’s individual needs
Use active listening skills consistently to help develop a rapport with the caller and to establish trust

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm with the caller that the information they have provided is accurate and complete

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adjust tone or manner to respond to the caller’s individual needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer and finalise request

  1. Identify and action any need to refer the request for service
  2. Terminate the call and take follow-up action as necessary
Identify and action any need to refer the request for service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Terminate the call and take follow-up action as necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

Elements define the essential outcomes

PERFORMANCE CRITERIA

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

1. Receive request for service

1.1 Answer promptly incoming requests for service

1.2 Establish details of the situation using effective communication skills, techniques and resources

1.3 Record complete details of the request accurately and in a timely and efficient manner

1.4 Respect confidentiality at all times

1.5 Assess quickly and accurately any potential danger to the caller

2. Respond to request for service

2.1 Determine urgency of the request using information gained from the caller requesting the service

2.2 Communicate clearly safety information appropriate to the situation and caller's needs

2.3 Provide appropriate advice to the caller

2.4 Initiate a suitable response using a prioritising tool

3. Apply strategies to manage the call

3.1 Use active listening skills consistently to help develop a rapport with the caller and to establish trust

3.2 Confirm with the caller that the information they have provided is accurate and complete

3.3 Adjust tone or manner to respond to the caller’s individual needs

4. Refer and finalise request

4.1 Identify and action any need to refer the request for service

4.2 Terminate the call and take follow-up action as necessary

Required Skills and Knowledge

ELEMENT

Elements define the essential outcomes

PERFORMANCE CRITERIA

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

1. Receive request for service

1.1 Answer promptly incoming requests for service

1.2 Establish details of the situation using effective communication skills, techniques and resources

1.3 Record complete details of the request accurately and in a timely and efficient manner

1.4 Respect confidentiality at all times

1.5 Assess quickly and accurately any potential danger to the caller

2. Respond to request for service

2.1 Determine urgency of the request using information gained from the caller requesting the service

2.2 Communicate clearly safety information appropriate to the situation and caller's needs

2.3 Provide appropriate advice to the caller

2.4 Initiate a suitable response using a prioritising tool

3. Apply strategies to manage the call

3.1 Use active listening skills consistently to help develop a rapport with the caller and to establish trust

3.2 Confirm with the caller that the information they have provided is accurate and complete

3.3 Adjust tone or manner to respond to the caller’s individual needs

4. Refer and finalise request

4.1 Identify and action any need to refer the request for service

4.2 Terminate the call and take follow-up action as necessary

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

• used problem-solving skills and demonstrated efficiency and accuracy in all aspects of receiving and dealing with requests for ambulance service for the following situations:

- life-threatening

- non-life-threatening

- routine (scheduled bookings)

- dealing with difficult or distressed callers

• demonstrated computer literacy on 3 occasions including demonstrating:

- accuracy and proficiency in operating prioritising tools

- keyboarding skills to enable accurate input and extraction of data

- speed and accuracy of data entry in accordance with organisational specifications

• used oral communication and interpersonal skills, effectively on 3 occasions including:

- asking questions to collect patient history, clinical symptoms, contributing factors and individual circumstances

- responding calmly to multiple demands in a working environment with high operating activity

- use initiative in responding to challenging situations and individuals

- working with others

- showing empathy with callers

- working with interpreters as required

• demonstrated effective written communication skills on 3 occasions including:

- recording concise, comprehensive and legible information

- preparing written records as required.

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

• organisation operating policies and procedures

• how to use communications resources to provide details of the situation or incident

• emergency and non-emergency services and their function

• working knowledge of the geographical area

• codes and abbreviations or specialist terminology used by the organisation when receiving or taking action in response to request for service

• how to follow protocols for referral and requests in order to:

- act on received request for service

- request assistance as required from another service such as police, fire brigade, interpreters

- pass on the request for service, or obtain information from ambulance workers, supervisor or authorised medical advisor

- provide immediate clinical advice to callers

• problem-solving skills for contingencies using available tools and referrals.