4.18 Multi Casualty Management

VERSION 1.0 – DECEMBER 2023

Purpose: To provide direction for SLSQ the State Operations Communications Centre (SurfCom) Operators with regard to the management of Multi Casualty Incidents (MCI)

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

Procedure:
A MCI is categorised when the initial response becomes overwhelmed.
MCIs are recognised by SurfCom Operators based on information received from a caller or person at the time of the initial call, alternately such incidents may be declared by the first resource/s that arrive on scene at an incident.

The majority of SLSQ requests for service, involve one person and the response of one or possibly two resources. In situations where an MCI is declared that response may involve multiple resources, with varying skill levels, across multiple agencies, which require distinct levels of management.

1. MCI Response
   To support the safety of responding personnel, it is essential that information be obtained and accurately recorded during the call taking phase. Where information provided by a caller confirms an MCI or the nature of the incident indicates the potential involvement of three (3) or more people, the call taker must ensure:
   1.1 The immediate notification of the Operations Centre Supervisor (OCS) and LG Supervisor/Duty Officer & Regional Manager providing a brief overview of the incident details.
   1.2 Appropriate State Emergency Agencies are notified.
   1.3 Accurately record any information the State Emergency Agencies may have regarding the MCI, including any estimated time of arrival (ETA) and staging or marshalling points (if relevant) for responding resources.

2. Operator Responsibilities
   Operators are responsible for ensuring the assignment and coordination of SLSQ resources are conducted in accordance with the principles provided through SLSQ training, documented Policies, Procedures, and standards. The dispatch and response of primary resources must not be delayed when presented with potential or confirmed MCIs. In each instance Operators must ensure:
   2.1 Confirmation of incident details with responding resources, ensuring any details regarding scene safety, and marshalling or staging points are clearly communicated and acknowledged by responding resources.
   2.2 When assigning confirmed or potential MCIs, request an immediate situation report (SitRep) on arrival at scene.
   2.3 Liaise with the OCS regarding the tasking of Operational Supervisors and/or additional resources, ensuring these are undertaken as directed by the OCS.
   2.4 All notifications and SitReps are accurately recorded and documented in the relevant LIMSOC incident.
   2.5 All responding resources are advised and aware of command personnel at the scene, (where applicable) for instructions and/or tasking on arrival at scene.
   2.6 Monitor resource allocations to MCIs and assess requirements for overall area coverage, in relation to service demand and the rotation of resources according to meal breaks and end of shift times.

3. Operations Centre Supervisor
   The OCS is responsible for the initial coordination of an MCI, proactively monitoring and acting on requests until an Operational Supervisor or an elected representative is notified and arrives on scene, after which they will assume responsibility and work in conjunction with the OCS to provide regular SitReps.
   When alerted to a confirmed or potential MCI, the OCS is responsible for:
   3.1 Providing support and strategic guidance to Operators coordinating the incident, ensuring the appropriate Policies and Procedures are followed in each instance.
   3.2 Ensuring the immediate dispatch and notification of an Operational Supervisor, as per guidelines and procedures
   3.3 Confirming the notification of State Emergency Agencies required under MCI conditions.
   3.4 Ensuring all details for the confirmed / potential MCI are accurately recorded and reported to the appropriate Operational Supervisor.
   3.5 Maintain open communication with the Incident Commander regarding further assistance, estimated duration times and potential for escalation for the incident.

4. According to the scale of the incident, and in consultation with the Operational Supervisor the OCS may be required to:
   4.1 Consider isolating the coordination of the MCI to a single dedicated console within SurfCom.
   4.2 Nomination of an additional Operator to assist in the coordination and recording of communications for the MCI.
   4.3 Ensure that operations within SurfCom and resource availability are maintained; to meet normal operational demands in conjunction with any increase resulting from the MCI and/or potential escalations according to Regional Operational Plans.
   4.4 Liaise with and develop plans for additional resourcing and/or back up responses (i.e., Emergency Response Groups) to maintain area coverage.

5. Activation of the State Disaster Coordination Framework
   5.1 The activation of a major disaster response coordination is done through contacting the Regional Manager.