5.3 13SURF System

VERSION 1.0 – DECEMBER 2023

Purpose: To provide guidelines around the 13SURF System and how it operates.

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

1. Overview
   1.1 The 13SURF system allows State Emergency Services such as Police, Fire and Ambulance to call directly to SurfCom requesting assistants at emergency incidents.
   1.2 This call is to be treated as Answering an Emergency Call refer to SOP 5.2.
   1.3 During operational hours all 13SURF phone calls are directed to the SOCC.
   1.4 The 13SURF System allows for emergency phone calls to be redirected to an on-call staff member within their region, after operational hours.
   1.5 The on-call member will then dispatch relevant emergency response groups, notify external agencies, and manage the incident as required.

2. Key Elements
   2.1 Each region has a 13SURF holder, this can rotate to different people depending on the region.
   2.2 If within operational hours, the Operator creating a job that has been received through 13SURF must select that option when creating the incident.
   2.3 If outside operational hours, the Operator who is on next must follow up with the 13SURF holder to ascertain if there is any further information to be gathered or added to the incident.
   2.4 All follow up information and phone calls must be added in the incident log.
   2.5 If the 13SURF phone is not answered outside of operational hours, it will automatically divert to the next closest region.