Unit of competency Outline

Date retreived
22/07/2026 8:18 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Receive and respond to requests for ambulance service

Receive and respond to requests for ambulance service

Unit of competency
National Code
HLTAMB005
State Code
AWA63
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
08/12/2015
View on TGA
State Implementation and Classification
Approved Date
22/06/2016
Field of Education
069905 - Paramedical Studies
Original Release Date
22/06/2016
Nominal Hours
55
Description
This unit describes the skills and knowledge required to receive and respond to requests for ambulance services and to transfer calls for action. Call-taking work is carried out in accordance with standard organisation operating policies and procedures.This unit applies to individuals working in an ambulance communications centre. The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand Standards and industry codes of practice.
Notes
Elements and Performance Criteria
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
No information
No information
Replaces
State Code National Code Title Type
WD045 HLTAMBC401D Receive request for service Unit of competency
Replaced By
State Code National Code Title Type
OCS82 HLTOUT002 Receive and respond to requests for ambulance service Unit of competency