Unit of competency Outline
Date retreived
23/07/2026 11:03 PM AWST
23/07/2026 11:03 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.
Coordinate emergency communications centre operations
Coordinate emergency communications centre operations
Unit of competency
National Code
PUAECO009A
PUAECO009A
State Code
D5489
D5489
TGA Status
Replaced
Replaced
DTWD Status
Transition (Replaced)
Transition (Replaced)
State Implementation and Classification
Approved Date
18/08/2011
Field of Education
080313 - Public And Health Care Administration
Original Release Date
18/08/2011
Nominal Hours
30
Description
This unit covers the competency required to coordinate the day-to-day operational readiness of the emergency communications centre, to ensure sufficient resources to run the centre and to ensure the service meets organisational standards.
Notes
Elements and Performance Criteria
1. Coordinate availability and deployment of resources
- 1.1 Allocation and deployment of resources is monitored, and adjusted to ensure they comply with organisational policies, operational procedures and incident requirements.
- 1.2 Emergency communications centre operators are assisted by making incident resourcing decisions prior to the arrival of resources at an incident.
- 1.3 Coordination and liaison with support servicesand other agencies is maintained to optimise incident resourcing.
- 1.4 External requests and notifications are managed and actioned.
2. Support emergency communications centre team
- 2.1 Shift activities of the team are allocated, supervised and reviewed.
- 2.2 Situations that arise during a shift period, including responsibility for assigned personnel, are managed.
- 2.3 Emergency communications centre is coordinated during routine and peak periods of operational activity.
- 2.4 Liaison is maintained with senior management and on-call personnel.
- 2.5 Rosters are maintained in accordance with level of responsibility.
- 2.6 Shift changes are managed to facilitate effective hand over.
- 2.7 Welfare and safety of personnel are monitored and appropriate action is taken as required.
3. Manage emergency communications centre facility
- 3.1 Physical resources required for the operations of the centre are maintained at an appropriate level.
- 3.2 Equipment maintenance processes and procedures are implemented.
- 3.3 System faults and equipment failures are analysed and remediated.
4. Collect and analyse data, and prepare reports
- 4.1 Accurate completion of incident records by emergency communications centre operators is monitored and action is taken to address any identified gaps.
- 4.2 Required statistical data is collected and maintained.
- 4.3 Routine and specific reports are prepared for senior operational staff and managers.
- 4.4 Data relative to emergency communications centre's performance is collated and reported on.
- 4.5 Internal and external complaints are investigated and reported on.
- 4.6 Inquiry and other evidence is prepared for manager, senior officers and other agencies and authorities.
- 4.7 Debriefings and briefings are conducted and attended as required.
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.
Resources may include:
appliances
equipment
global information system
personnel
situational report information
Incident resourcing decisions may include:
downgrading incident
escalating incident
referring to incident controller or senior officer
Support services and other agencies may include:
ambulance
internal divisions and support areas
other agencies
other fire services in own and other jurisdictions
state/territory emergency services
utilities
External requests and notifications may include:
hazmat
ministerials
other agencies
road and traffic information
tide information
utilities
weather warnings
Situations that arise may include:
administrative duties
attendance at meetings
attendance at training
change of roles/functions
staff breaks
staff illness
Physical resources may include:
building maintenance
consumables
hardware
keys and security passes
office equipment
parking
stationery
uniforms
Resources may include:
appliances
equipment
global information system
personnel
situational report information
Incident resourcing decisions may include:
downgrading incident
escalating incident
referring to incident controller or senior officer
Support services and other agencies may include:
ambulance
internal divisions and support areas
other agencies
other fire services in own and other jurisdictions
state/territory emergency services
utilities
External requests and notifications may include:
hazmat
ministerials
other agencies
road and traffic information
tide information
utilities
weather warnings
Situations that arise may include:
administrative duties
attendance at meetings
attendance at training
change of roles/functions
staff breaks
staff illness
Physical resources may include:
building maintenance
consumables
hardware
keys and security passes
office equipment
parking
stationery
uniforms
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:
supervise people to meet service delivery standards
maintain the day-to-day functions of the emergency communications centre during all periods of activity
analyse and report on centre operations
work within OHSW guidelines.
Consistency in performance
Competency should be demonstrated over time during emergency communications centre operations or simulated operations that include critical and non-critical situations.
Context of and specific resources for assessment
Context of assessment
Competency should be assessed in the workplace under conditions expected in the workplace.
Specific resources for assessment
Access is required to:
appropriate systems
emergency communications centre
maintenance schedules
organisational documentation
reports
workplace expert/s.
Method of assessment
This unit may be assessed with the following unit:
PUAECO010A Maintain standards of emergency service delivery.
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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessment must confirm the ability to:
supervise people to meet service delivery standards
maintain the day-to-day functions of the emergency communications centre during all periods of activity
analyse and report on centre operations
work within OHSW guidelines.
Consistency in performance
Competency should be demonstrated over time during emergency communications centre operations or simulated operations that include critical and non-critical situations.
Context of and specific resources for assessment
Context of assessment
Competency should be assessed in the workplace under conditions expected in the workplace.
Specific resources for assessment
Access is required to:
appropriate systems
emergency communications centre
maintenance schedules
organisational documentation
reports
workplace expert/s.
Method of assessment
This unit may be assessed with the following unit:
PUAECO010A Maintain standards of emergency service delivery.
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.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| OAZ43 | PUAECO009 | Coordinate emergency communications centre operations | Unit of competency |
