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.
Routine and emergency incident calls/enquiries may include:
administrative queries
requests for general organisational information
requests for help in critical situations
requests for help in non-critical situations
Related equipment may include:
computers (data transfer from other agencies)
electronic indicators (such as fire alarms)
paging systems
radio
telephonic services
Organisational policies and procedures may include:
mutual aid, memorandum of understanding with other agency/s
organisation's approach to environmental management and sustainability
procedures which concern the operations of the organisation in an emergency situation
procedures which are not of an emergency nature but may affect the organisation's operations in an emergency
procedures which form part of the day-to-day running of the organisation
procedures which concern the operations of other agencies, services and organisations which may be required to attend emergency situations
Establishing relevant information of the caller/incident/enquiry may include:
active listening skills (such as clarifying, giving full attention to the caller, maintaining contact with the caller and prompts, summarising, using open questions)
appropriately responding to cultural diversity and people with specific needs
controlling the call
effective communication skills, techniques and resources
questioning techniques
Factors which may affect the caller's ability to provide accurate information may include:
ability to speak
age
call difficulties such as call being disconnected
impact of alcohol or drugs
knowledge of the area (for example, a tourist may have limited knowledge)
language spoken
level of distress
mental health
Type of incident call/enquiry may include:
alarm
HAZMAT
motor vehicle accident
rescue
structure
vegetation
Details of the incident call/enquiry may include:
address
caller name and phone number
location:
commonplace name
cross streets
distinguishing features
landmarks
latitude and longitude
marine chart
nearest intersection
position in street
rural addressing
suburb, town, city
street number
type
Logging incident calls/enquiries may include:
checking permit log and plotted fires
creating incident file and verifying and saving details
liaising with fire towers
making appropriate records
phoning alarmed premises
Potential danger may include:
danger from animals, building debris or dangerous goods and hazardous substances
factors associated with caller health or wellbeing such as being older or having a physical disability which may mean the caller is not able to evacuate; language difficulties; panic and shock
factors which may impact on caller's ability to reach safety:
ability to speak
effects of alcohol and/or drugs
age
knowledge of the area/location
language/s spoken
level of distress
mental health
telephone difficulties such as call being disconnected
smoke inhalation
structural collapse
vehicle ignition
Safety information appropriate to the situation and caller's needs may include:
drop to floor to reach exit
immediate evacuation in accordance with building evacuation plan
leave area by recommended route
stand in an identified location to wait for the appliance and fire crew
use appropriate protective clothing
Maps may include
books of maps
computer-generated maps
road maps
street directories
topographical maps
tourist maps
Concluding calls/enquires may include:
confirmation of response
reassurance
pre-arrival instructions
Information may include:
environmental factors
factors affecting agency's operational readiness
risks associated with the incident
topography
weather conditions
Summarising and communicating information may include:
informing other public safety agencies and relevant stakeholders about the response
maintaining liaison with colleagues
notifying senior management and other organisations as required
providing information pre-arrival of the emergency service/s
Equipment may include:
computer back-up systems
computer hardware - other than the organisation's primary computer hardware system (such as portable computers)
computer software - other than the organisation's primary computer software program/s (such as mapping programs, word processing, hazardous materials databases)
facsimile
landline, mobile and satellite telephones - other than the organisation's primary telephone system
pager systems
printers
recording equipment
remotely controlled fire station equipment
security equipment
signalling devices (such as alarm telemetry equipment)

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:
recognise the difference between routine and emergency incident calls/enquiries
effectively handle incident calls/enquiries
use techniques to obtain information in as short a time as possible
take appropriate action in accordance with organisational procedures as a result of the incoming incident call/enquiry
use relevant technology for the recording of requests for assistance/enquiries in accordance with organisational policies and procedures.
Consistency in performance
Competency should be demonstrated over time during emergency communications centre operations or simulated operations that include critical and non-critical situations across a range of different callers, types of emergencies and level of activity.
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 units:
PUAECO001A Operate telephony systems
PUAECO003A Operate and control radio networks
PUAECO004A Operate computer aided dispatch system.
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.