2.1 Working in the SurfCom Team

VERSION 1.0 – DECEMBER 2023

Purpose: To provide guidance to on how to work effectively in the State Operations Communications Centre (SurfCom).

Scope: This procedure applies to all operators working in the State Operations Communications Centre (SurfCom).

1. Introduction
   1.1 SurfCom is the hub of all emergency response activities.
   1.2. Operators must work together efficiently and effectively to coordinate and manage the emergency response.
   1.3. This procedure provides guidance on how operators can work effectively in SurfCom during an emergency.

2. Roles and Responsibilities
   2.1 All operators must be aware of their roles and responsibilities during an emergency.
   2.2. Each team member must follow the instructions of the OCS or Senior Operator.
   2.3. Operators must work together to coordinate and manage the emergency response.

3. Communication
   3.1. Communication is critical during an emergency response.
   3.2. Operators must use clear and concise communication to ensure that everyone is aware of the situation and the actions being taken.
   3.3. Operators must use the established communication protocols and systems.

4. Information Management
   4.1. Information management is crucial during an emergency response.
   4.2. Operators must gather, analyse, and disseminate information to support decision making.
   4.3. Operators must use the established information management systems and protocols.

5. Continuous Improvement
   5.1. After the emergency response, operators must debrief and identify areas for improvement.
   5.2. The debrief must focus on what went well and what could be improved.
   5.3. Operators must use the debrief to learn from the experience and make improvements to their response.

6. Conclusion
   6.1. Effective teamwork is critical during an emergency response.
   6.2. Operators must communicate effectively, manage information, and follow established procedures and protocols.
   6.3. Continuous improvement is essential to enhance the emergency response capabilities of SurfCom.