4.8 Incident Management

VERSION 1.0 – DECEMBER 2023

Purpose: To provide a clear and consistent process for managing incidents in a management system, ensuring that all incidents are recorded, assessed, and responded to in a timely and efficient manner.

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

Procedure:

1. Incident Creation:
   1.1 When an incident is reported, the operator will record the following information in the LIMSOC system:
   a) Incident type
   b) Location of the incident (address or location description)
   c) Any other relevant information (e.g., number of people involved, member injury, external request)
   d) And, if the report was via a phone call, the caller details (As per Section 5.2)
   Its critical to establish an incident in the system quickly – do not delay.

2. Incident Assessment:
   2.1 Once the incident is recorded, the operator will assess the incident based (Per Section 4.1) on the information available and determine the appropriate level of response. This may include:
   2.2 Dispatching services (e.g. RWCs, Officers or Aviation.)
   2.3 Requesting additional resources (e.g. Police, Ambulance, Fire etc)
   2.4 Contacting external agencies (e.g. utilities, government departments)

3. Incident Response:
   3.1 The operator will communicate the incident details and response to the appropriate emergency services and dispatch them to the incident location. The operator will also provide ongoing updates to the responding units and relevant supervisors/DO’s/managers as new information becomes available.

4. Incident Monitoring:
   4.1 Throughout the incident, the operator will monitor the status of the responding units and any changes in the incident situation. This includes tracking the location of responding units, coordinating additional resources if necessary, and providing regular updates to the responding units and other stakeholders.

5. Incident Resolution:
   5.1 Once the incident is resolved, the operator will close the incident in the CAD system, ensuring that all relevant information is recorded, and the incident is properly documented. The operator will also complete any required incident reports or other documentation as per the organization’s standard operating procedures.
   Critical incidents will be referred to the OCS or Senior Operator for closure.

6. Responsibilities:
   6.1 All emergency ions centre operators are responsible for following this procedure when managing incidents in the LIMSOC system.
   6.2 The OCS is responsible for ensuring that all operators are trained and competent in the use of the LIMSOC system and following this procedure.