Unit of competency Outline

Date retreived
23/07/2026 12:28 AM AWST

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Process emergency incident calls and enquiries

Process emergency incident calls and enquiries

Unit of competency
National Code
PUAECO002
State Code
OAZ50
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
16/07/2019
View on TGA
State Implementation and Classification
Approved Date
08/04/2020
Field of Education
091105 - Police Studies
Original Release Date
08/04/2020
Nominal Hours
30
Description
This unit involves the skills and knowledge required to process emergency incident calls and enquiries. It includes receiving incoming incident calls and/or enquiries, providing information to callers in possible danger, locating an incident, requesting assistance and operating equipment.The unit applies to individuals who process emergency calls for assistance and non-emergency enquiries in an emergency communications centre.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Receive incoming incident calls/enquiries
  • 1.1 Emergency incident calls are answered promptly using standard agency answering protocols
  • 1.2 Information about the caller, incident or enquiry is established, in accordance with organisational policies and procedures
  • 1.3 Factors which may affect the caller's ability to provide accurate information are assessed and considered
  • 1.4 Type of incident call or enquiry is determined accurately and call authenticity is determined, in accordance with organisational protocols
  • 1.5 Details of the incident call or enquiry are obtained and accurately logged, in accordance with organisational policies and procedures
  • 1.6 Appropriate response is established through consultation with relevant personnel, in accordance with organisational procedures
2 Provide information to callers in possible danger
  • 2.1 Potential danger to caller is assessed accurately
  • 2.2 Safety information appropriate to the situation and caller's needs is communicated clearly
3 Locate an incident
  • 3.1 Organisation's area of operational responsibility is identified
  • 3.2 Appropriate directories, maps and databases are used to find incident location
  • 3.3 Calls or enquiries are concluded, in accordance with organisational policies and procedures
4 Action received request
  • 4.1 Action emergency incident request or call
  • 4.2 Information is summarised and communicated using clear and appropriate language, in accordance with organisational policies and procedures
  • 4.3 Follow up procedures and notifications to other emergency services or agencies are implemented, as required
5 Operate equipment
  • 5.1 Appropriate equipment is chosen for the task, context and needs of incident
  • 5.2 Equipment is used and operated safely, in accordance with organisational procedures and instructions
  • 5.3 Faulty equipment is identified and reported, in accordance with organisational policies and procedures and alternative strategies are employed, as required
No information
No information
Replaces
State Code National Code Title Type
D5482 PUAECO002A Process emergency incident calls and enquiries Unit of competency