2.4 Responsibilities and Escalations

VERSION 1.0 – DECEMBER 2023

Purpose: To outline the responsibilities of operators regarding the identification, escalation, and reporting of major incidents, equipment faults, unusual occurrences, and serious or newsworthy events.

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

1. Responsibilities
   1.1. Operators are responsible for promptly identifying and assessing major incidents, equipment faults, unusual occurrences, and serious or newsworthy events.
   1.2. Operators must exercise good judgment and critical thinking skills when determining the severity and significance of an incident.
   1.3. The Senior Operator is responsible for informing the OCS and Operations Support Supervisor where appropriate.

2. Major Incident Escalation
   2.1. Operators must escalate major incidents, which are defined as incidents that pose a significant threat to personnel, infrastructure, or operations.
   2.2. When encountering a major incident, operators must immediately notify the OCS.
   2.3. The OCS or Operations Support Supervisor will assess the situation, initiate appropriate response measures, and inform relevant stakeholders as necessary.
   2.4. Operators must provide accurate and timely information to assist in the management of the incident.

3. Equipment Fault Reporting
   3.1. Operators are to report any equipment faults or malfunctions promptly to their OCS and Project Manager.
   3.2. Operators will undertake maintenance logging and escalate to the appropriate personnel.
   3.3. The OCS or Senior Operator will coordinate repairs or maintenance activities with the appropriate personnel.

4. Unusual Occurrences and Serious/Newsworthy Events
   4.1. Operators must report any unusual occurrences or events that have the potential to impact operations, safety, or public perception to the OCS or Operation Support Supervisor.
   4.2. Examples of unusual occurrences include suspicious activities, unauthorised access, system anomalies, or significant deviations from normal procedures.
   4.3. When encountering such events, operators must immediately inform the OCS or designated personnel responsible.
   4.4. The OCS or designated personnel will assess the situation, brief upwards, and notify relevant authorities or stakeholders if required.

5. Documentation and Records
   5.1. Operators must accurately document all incidents, equipment faults, and unusual occurrences using the prescribed reporting forms or electronic systems.
   5.2. The documentation must include a clear description of the incident, actions taken, personnel involved, and any relevant timestamps.

Refer to the Maintenance Register

6. Compliance and Accountability
   6.1. Compliance with this SOP is mandatory for all operators, and non-compliance may result in disciplinary action.
   6.2. Any updates or changes to the escalation procedures and reporting requirements must be promptly communicated to all operators.
   6.3. OCS and Operation Support Supervisor are responsible for ensuring that operators are aware of and adhere to the responsibilities and escalation procedures outlined in this SOP.