Unit of competency Outline
Date retreived
23/07/2026 12:14 PM AWST
23/07/2026 12:14 PM 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 request for service
Receive request for service
Unit of competency
National Code
HLTAMBC401D
HLTAMBC401D
State Code
WD045
WD045
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
05/08/2014
Field of Education
069905 - Paramedical Studies
Original Release Date
05/08/2014
Nominal Hours
50
Description
DescriptorThis unit describes the skills and knowledge required to receive requests for ambulance services and transfer calls for action
Notes
Elements and Performance Criteria
1. Receive request for service
- 1.1 Promptly answer incoming requests for service in accordance with local ambulance standard operation procedure
- 1.2 Establish details of the situation using effective communication skills, techniques and resources, in accordance with local ambulance standard operation procedure
- 1.3 Accurately record complete details of the request in a timely and efficient manner and in accordance with local ambulance standard operation procedure
- 1.4 Respect confidentiality at all times
- 1.5 Deal with the request in a professional manner at all times
2. Respond to request for service
- 2.1 Determine urgency of the request using information gained from the person requesting the service
- 2.2 Provide appropriate advice to the person requesting the service
- 2.3 Formulate and initiate a suitable response using a prioritising tool in accordance with local ambulance standard operation procedure
3. Refer request
- 3.1 Identify and action any need to refer the request for service
- 3.2 Refer the request in line with the situation presented and in accordance with local ambulance standard operation procedure
4. Finalise request
- 4.1 Terminate call in accordance with local ambulance standard operation procedure
- 4.2 Take follow-up action as necessary and in accordance with the needs of the situation, and local ambulance standard operation procedure
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. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.
Details of the situation or incident may include, but are not limited to:
Address or location of the incident
Address or location of the caller
Caller's telephone number
Nature of the incident ie identification of single and multiple vehicle accidents, entrapments
Special needs as requested
Validation of caller identity
Requests for service may come from:
Members of the public
Members of the ambulance service
Other emergency service organisations
Health professionals
Military
Communication resources may include, but are not limited to:
Telephone
TTY
Computer
Fax
Cards and log sheets
Prepared questionnaires and scripts
Response to situations may include, but is not limited to:
Providing clinical advice
Referral
Termination of call (in the case of non-genuine caller)
Referral may mean:
Passing the request to another officer, supervisor or medical adviser
Passing the request to an interpreter
Passing the request to another service
Obtaining information from another officer, supervisor or medical adviser
Obtaining information from any other source
Referral of request may be necessary to:
Dispatch ambulance
Obtain assistance from another service as required eg. police, fire brigade
Obtain assistance from an interpreter
Provide immediate clinical advice
The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.
Details of the situation or incident may include, but are not limited to:
Address or location of the incident
Address or location of the caller
Caller's telephone number
Nature of the incident ie identification of single and multiple vehicle accidents, entrapments
Special needs as requested
Validation of caller identity
Requests for service may come from:
Members of the public
Members of the ambulance service
Other emergency service organisations
Health professionals
Military
Communication resources may include, but are not limited to:
Telephone
TTY
Computer
Fax
Cards and log sheets
Prepared questionnaires and scripts
Response to situations may include, but is not limited to:
Providing clinical advice
Referral
Termination of call (in the case of non-genuine caller)
Referral may mean:
Passing the request to another officer, supervisor or medical adviser
Passing the request to an interpreter
Passing the request to another service
Obtaining information from another officer, supervisor or medical adviser
Obtaining information from any other source
Referral of request may be necessary to:
Dispatch ambulance
Obtain assistance from another service as required eg. police, fire brigade
Obtain assistance from an interpreter
Provide immediate clinical advice
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 this competency unit:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
Observation of performance in the work environment is preferableHowever, where workplace observation is insufficient to demonstrate competence, simulations and/or case studies may be used as supporting evidence
Evidence of workplace performance over time must be obtained to inform a judgement of competence
Access and equity considerations:
All workers in the health industry should be aware of access and equity issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities
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 this competency unit:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
Observation of performance in the work environment is preferableHowever, where workplace observation is insufficient to demonstrate competence, simulations and/or case studies may be used as supporting evidence
Evidence of workplace performance over time must be obtained to inform a judgement of competence
Access and equity considerations:
All workers in the health industry should be aware of access and equity issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D5734 | HLTAMBC401C | Receive request for service | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWA63 | HLTAMB005 | Receive and respond to requests for ambulance service | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J076 | HLT41112 | Certificate IV in Ambulance Communications | Qualification |
| J059 | HLT31912 | Certificate III in Ambulance Communications (Call-taking) | Qualification |