2.3 Working in the Centre

VERSION 1.0 – DECEMBER 2023

Purpose: To establish expectations and guidelines for operators regarding professionalism, positive work culture, and effective communication while working in the State Operations Communications Centre (SurfCom).

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

1. Professionalism and Conduct
   1.1. Operators are expected to maintain a high level of professionalism and conduct while performing their duties in SurfCom.
   1.2. Operators must adhere to the organisation’s code of conduct and ethical standards, treating colleagues, visitors, and stakeholders with respect and courtesy.
   1.3. Professional appearance, including wearing the designated uniform or attire, is always expected.

2. Communication and Interpersonal Skills
   2.1. Operators must possess effective communication and interpersonal skills to ensure clear and concise exchange of information.
   2.2. Active listening, empathy, and patience are important when interacting with colleagues, visitors, and stakeholders.
   2.3. Operators are to practice proper telephone and radio etiquette, including maintaining a friendly and professional tone during phone conversations.
   2.4. Use of appropriate language and avoiding jargon when communicating with non-technical individuals is essential.

3. Teamwork and Collaboration
   3.1. Operators are encouraged to foster a culture of teamwork, collaboration, and mutual support within SurfCom.
   3.2. Cooperating with colleagues, sharing knowledge, and assisting when required, contribute to the overall effectiveness of the team.
   3.3. Operators are encouraged to communicate openly and constructively with one another, addressing any conflicts or issues through proper channels as outlined in the organisation’s policies.

4. Confidentiality and Privacy
   4.1. Operators must maintain strict confidentiality and respect the privacy of individuals, sensitive information, and data handled within SurfCom.
   4.2. Unauthorised disclosure of information, whether verbally, in writing, or electronically, is strictly prohibited.
   4.3. Operators are to familiarise themselves with the organisation’s privacy policies and procedures, adhering to all relevant legal and regulatory requirements.

5. Continuous Improvement and Learning
   5.1. To ensure currency Operators will be required to actively participate in ongoing training, professional development, and skills enhancement opportunities when required.
   5.2. Staying updated on industry trends, best practices, and technological advancements is essential to provide efficient and effective communication services.
   5.3. We encourage all operators to embrace a growth mindset and seek feedback to continuously improve their performance.

6. Conflict Resolution and Problem Solving
   6.1. Operators must have the ability to demonstrate effective conflict resolution and problem-solving skills when faced with challenging situations or disagreements.
   6.2. Following the organisation’s protocols for conflict resolution, operators are encouraged to attempt to resolve conflicts through open dialogue and collaboration.
   6.3. In cases where resolution is not possible, operators may escalate the matter to the OCS.

7. Compliance and Accountability
   7.1. Compliance with this SOP is mandatory for all operators, and non-compliance may result in disciplinary action.
   7.2. Supervisors and management are responsible for fostering a positive work culture, reinforcing the expectations outlined in this SOP, and addressing any violations promptly.