Elements and Performance Criteria

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.
Organisational procedures may include
Legislation relevant to the organisation
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 sustainability
Operating a telephony system may include
Using computer software
Using hard phone and soft (electronic touch screen) phone
Using text telephone or telephone typewriter (TTY)
Manufacturer's instructions may include
Functions such as conference calls, quick dial, hold, transfer, direct lines
Safety such as acoustic shock, head set attachments, lightning
Use of head set and hand set
System functions may include
Allocating lines to specific operators
Conference calls
Direct lines
Holding calls
Memory dialling
Muting calls
Transferring calls
Systems may include
Computer aided dispatch (CAD)
Manual
Taking appropriate action may include
Identifying technical faults
Dealing with identified faults if within own area of responsibility
Referring identified faults to supervisor or appropriate personnel

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:
use telephone system in a time critical environment
effectively apply telephone functions
effectively apply protocols and procedures
implement back-up arrangement.
Consistency in performance
Competency should be demonstrated over time during emergency communications centre operations or simulated operations that include critical and non-critical situations, particularly in a stress environment involving 000 calls.
Context of and specific resources for assessment
Context of assessment
Competency should be assessed in the workplace or in a simulated workplace environment under conditions expected in the workplace.
Specific resources for assessment
Access is required to:
agency protocol documentation
back-up systems
operations and systems manuals
organisational documentation
relevant databases
telephony system
training databases, where available
training manual
workplace expert/s.
Method of assessment
This unit may be assessed with the following unit:
PUAECO002A Process emergency incident calls and enquiries.
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.