Unit of competency Outline

Date retreived
24/07/2026 12:41 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
HLTOUT002
State Code
OCS82
TGA Status
Current
DTWD Status
Approved
Current Release Number
2.00
Current Release Date
18/03/2021
View on TGA
State Implementation and Classification
Approved Date
15/04/2021
Field of Education
069905 - Paramedical Studies
Original Release Date
15/04/2021
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 organisational policies and procedures for operations.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 or Territory legislation, Australian Standards and industry codes of practice.
Notes
Elements and Performance Criteria
1. Receive request for service.
  • 1.1. Promptly answer incoming requests for service.
  • 1.2. Establish details of the situation using communication skills, techniques and resources as per established protocol.
  • 1.3. Record complete details of the request in a timely and efficient manner.
  • 1.4. Respect confidentiality at all times.
  • 1.5. Assess and communicate any danger to the caller, patient or the ambulance crew attending.
2. Respond to request for service.
  • 2.1. Use organisational systems and procedures to gain information from the caller and determine urgency of the request.
  • 2.2. Record information electronically in accordance with organisational policies and procedures.
  • 2.3. Communicate information to the caller in line with the situation and patient’s needs.
  • 2.4. Provide first aid advice to the caller.
  • 2.5. Determine a suitable priority case using a prioritising tool.
3. Apply strategies to manage the call.
  • 3.1. Use advanced communications skills to consistently help develop a rapport with the caller.
  • 3.2. Confirm with the caller that the information they have provided is accurate and complete in accordance with organisational policies and procedures.
  • 3.3. Adjust tone or manner to respond to the caller’s individual needs or situational contingencies.
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 any required follow-up action.
No information
No information
Replaces
State Code National Code Title Type
AWA63 HLTAMB005 Receive and respond to requests for ambulance service Unit of competency