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Evidence Guide: PUAECO009A - Coordinate emergency communications centre operations

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

 

PUAECO009A - Coordinate emergency communications centre operations

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

Coordinate availability and deployment of resources

  1. Allocation and deployment of resources is monitored, and adjusted to ensure they comply with organisational policies, operational procedures and incident requirements
  2. Emergency communications centre operators are assisted by making incident resourcing decisions prior to the arrival of resources at an incident
  3. Coordination and liaison with support servicesand other agencies is maintained to optimise incident resourcing
  4. External requests and notifications are managed and actioned
Allocation and deployment of resources is monitored, and adjusted to ensure they comply with organisational policies, operational procedures and incident requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Emergency communications centre operators are assisted by making incident resourcing decisions prior to the arrival of resources at an incident

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Coordination and liaison with support servicesand other agencies is maintained to optimise incident resourcing

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

External requests and notifications are managed and actioned

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Support emergency communications centre team

  1. Shift activities of the team are allocated, supervised and reviewed
  2. Situations that arise during a shift period, including responsibility for assigned personnel, are managed
  3. Emergency communications centre is coordinated during routine and peak periods of operational activity
  4. Liaison is maintained with senior management and on-call personnel
  5. Rosters are maintained in accordance with level of responsibility
  6. Shift changes are managed to facilitate effective hand over
  7. Welfare and safety of personnel are monitored and appropriate action is taken as required
Shift activities of the team are allocated, supervised and reviewed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Situations that arise during a shift period, including responsibility for assigned personnel, are managed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Emergency communications centre is coordinated during routine and peak periods of operational activity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Liaison is maintained with senior management and on-call personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Rosters are maintained in accordance with level of responsibility

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Shift changes are managed to facilitate effective hand over

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Welfare and safety of personnel are monitored and appropriate action is taken as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage emergency communications centre facility

  1. Physical resources required for the operations of the centre are maintained at an appropriate level
  2. Equipment maintenance processes and procedures are implemented
  3. System faults and equipment failures are analysed and remediated
Physical resources required for the operations of the centre are maintained at an appropriate level

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Equipment maintenance processes and procedures are implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

System faults and equipment failures are analysed and remediated

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect and analyse data, and prepare reports

  1. Accurate completion of incident records by emergency communications centre operators is monitored and action is taken to address any identified gaps
  2. Required statistical data is collected and maintained
  3. Routine and specific reports are prepared for senior operational staff and managers
  4. Data relative to emergency communications centre's performance is collated and reported on
  5. Internal and external complaints are investigated and reported on
  6. Inquiry and other evidence is prepared for manager, senior officers and other agencies and authorities
  7. Debriefings and briefings are conducted and attended as required
Accurate completion of incident records by emergency communications centre operators is monitored and action is taken to address any identified gaps

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Required statistical data is collected and maintained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Routine and specific reports are prepared for senior operational staff and managers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Data relative to emergency communications centre's performance is collated and reported on

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Internal and external complaints are investigated and reported on

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inquiry and other evidence is prepared for manager, senior officers and other agencies and authorities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Debriefings and briefings are conducted and attended as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

supervise people to meet service delivery standards

maintain the day-to-day functions of the emergency communications centre during all periods of activity

analyse and report on centre operations

work within OHSW guidelines.

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 under conditions expected in the workplace.

Specific resources for assessment

Access is required to:

appropriate systems

emergency communications centre

maintenance schedules

organisational documentation

reports

workplace expert/s.

Method of assessment

This unit may be assessed with the following unit:

PUAECO010A Maintain standards of emergency service delivery.

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.

Required Skills and Knowledge

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

Required Skills

analyse data and write reports

identify equipment fault/s

lead personnel

make decisions and prioritise actions

manage complaints

manage self and others effectively within stressful environments

manage time effectively

operate and troubleshoot equipment and systems

operate under general direction and limited supervision

participate as a member of the management team as required

provide continuous feedback to personnel

retrieve and collate data from the organisation's system

use research tools

Required Knowledge

administrative guidelines

all equipment used in the emergency communications centre

areas and resources as required

data sources

delivery standards, benchmarks, quality assurance measures

incident management systems, where appropriate

industrial agreements

maintenance arrangements

memoranda of understanding

operating systems

organisational plans

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)

rostering methodology (manual and/or electronic)

service level agreements

staff occupational health, safety and welfare (OHSW)

standard administrative procedures

standard operating guidelines and procedures

telecommunications networks

work instructions

Range Statement

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.

Resources may include:

appliances

equipment

global information system

personnel

situational report information

Incident resourcing decisions may include:

downgrading incident

escalating incident

referring to incident controller or senior officer

Support services and other agencies may include:

ambulance

internal divisions and support areas

other agencies

other fire services in own and other jurisdictions

state/territory emergency services

utilities

External requests and notifications may include:

hazmat

ministerials

other agencies

road and traffic information

tide information

utilities

weather warnings

Situations that arise may include:

administrative duties

attendance at meetings

attendance at training

change of roles/functions

staff breaks

staff illness

Physical resources may include:

building maintenance

consumables

hardware

keys and security passes

office equipment

parking

stationery

uniforms