VERSION 1.0 – DECEMBER 2023
Purpose: To provide guidance to operators on how to effectively handle emergency phone calls at the communication centre.
Scope: This procedure applies to all operators at the State Operations Communications Centre (SurfCom).
General Information:
Operators are responsible for gathering and accurately recording all relevant information, professional communication in all situations can have a profound impact on the progress and outcomes of an incident. Interaction and engagement with a caller, on the part of the operator, can influence the quality and amount of information obtained and ensure the provision of effective pre-arrival advice in all situations.
A level of professionalism in communication must be maintained when dealing with all external parties, including other emergency service agencies. Operators must ensure that all instructions and patient requirements are clearly understood and/or clarified to avoid any confusion or misunderstanding that may impact on the response of resources and/or immediate outcomes.
Procedure:
- Answering Emergency Calls
Emergency calls received within SurfCom are generally through the Public Safety Help Points (Beacons). If such a call is answered the Operator must be answered with the following phrase:
“Surf Life Saving, what’s the town or suburb of the emergency?”
The following information is provided as being the foremost points associated with the emergency call taking process, which must be utilised when creating an incident:
All emergency calls must be answered using the following script:
| 1. | Position: “Surf Life Saving, what’s the town or suburb of the emergency?” – Followed by; “What’s the exact address in … (the town or suburb?” – Then if appropriate; “Is there a Beach Access Number or closest Surf Club?” – this question may be modified or omitted depending on the situation and the location of the incident being reported. As an Example, for callers located in remote or isolated areas, it may be more suitable to ask; “Are there any landmarks or property names that will assist in locating the patient?”. |
| 2. | Caller Engagement; at any point a caller may display an urgent need to convey or volunteer information about the condition of the patient or the nature of the incident. If offered, it is imperative that Operators listen and acknowledge this information. Once the information has been accepted, the caller must be directed back to the questioning sequence by the Operator. |
| 3. | In the event of any unexpected disconnection or no voice activation when the call is initially answered, all attempts to re-establish contact with the caller/patient must be made. If voice contact cannot be re-established and/or the chief complaint is unknown, an incident must be immediately created and respond as if its an emergency. |
| 4. | Continuing with the Emergency Call Taking Script; “What’s the phone number you are calling from?” check the phone number provided by the caller against the data and the information entered on the Omnicore Screen. The operator must verify this phone number with the caller to ensure that it has been heard and transcribed into the ECT screen correctly, by asking; “Please repeat your phone number so i know we have it correct” |
| 5. | In situations where the caller doesn’t know the phone number, the operator must ask; “Is there an alternative phone number I can contact you on?” Note; Do not delay the processing of a call of the phone number cannot be verified or an alternative number is not immediately available. |
| 6. | Follow the four P’s method, once the Position is established, identify the Problem; “What is the primary complaint?” or “What is the incident?” |
| 7. | People: “How many people are involved?” Where appropriate the operator is to obtain the persons full name and date of birth, ensuring there is no impact on patient care or scene safety. |
1.1 On receipt of an emergency call, members must promptly create a new incident in the dispatch system.
1.2 If a relevant incident is already created, the call information must be appended to the incident.
- Collecting Information
2.1 Operators must prioritise information collection based on the nature of the emergency and provide appropriate instructions to the caller.
2.2 If necessary, operators ask follow-up questions to collect additional information to assist in the emergency response.
- Providing Instructions
3.1 Operators must provide appropriate instructions to the caller based on the nature of the emergency.
3.2 Operators must remain calm and speak clearly and slowly to ensure that the caller understands the instructions.
3.3 If necessary, operators must repeat the instructions or ask the caller to repeat the instructions to ensure clarity.
- Documenting Emergency Calls
4.1 All emergency calls must be accurately documented.
4.2 Even if the call is spurious, fake, or a false alarm, the call needs to be logged in the dispatch system.
4.3 Treat all calls as real and important, unless there is unmistakable evidence that they are not legitimate.
- Responsibilities
5.1 As the initial point for contact, operators are responsible for ensuring that all requests for service are actioned in a professional timely manner, and in accordance with approved SLSQ training, documented policies, procedures and associated standards.
5.2 All operators are responsible for following the procedures outlined in this procedure.
5.3 Supervisors are responsible for ensuring that their operators are aware of and following the procedures outlined in this procedure.
5.4 The communication centre management is responsible for providing the necessary resources and equipment to effectively handle emergency calls.
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