7.2 Notification of External Agencies

VERSION 1.0 – DECEMBER 2023

Purpose: To provide guidance to operators on how to appropriately communicate with external agencies to ensure to most efficient emergency response.

Scope: This is relevant to all members of the State Operations Communications Centre (SurfCom).

1. Overview

In certain situations, SurfCom Operators will be required to notify specific external agencies or organisations that have the expertise, and capacity to deal with specific incidents or events that are outside the scope of SLSQ.

The trigger point for the notification of an external agency may be realised via:
1.1 An assessment of the information provided during the initial call taking phase, which indicates or suggests (in the judgement of the Operator) the involvement of an external agency may be required to provide a safe working environment and/or best patient outcomes.
1.2 A situation report (SitRep) from paramedics on scene requesting assistance from a specific agency or governing organisation.

2. Key Elements to Consider:
   2.1 Operators must identify and establish clear communication channels with external agencies, such as police, ambulance services, and other emergency response organisations. Determine the appropriate radio channels or link groups for seamless information exchange.
   2.2 Operators must understand the communication protocols and procedures followed by external agencies. This includes their radio language, codes, and any specific requirements or preferences they may have during communications.
   2.3 Operators must obtain contact information and job numbers for easy referencing and streamlined communication.
   2.4 Operators must maintain a professional and respectful demeanour when communicating with external agency personnel. Use clear and concise language, adhere to radio etiquette, and listen actively to ensure effective information exchange.
   2.5 Operators must provide timely and accurate information to external agencies, including incident details, locations, and any specific requests or instructions. Share updates on the status of ongoing operations and relay information as necessary.
   2.6 Operators must coordinate resource allocation with external agencies as required. This includes sharing information about available resources, requesting assistance when needed, and coordinating joint efforts to optimise response capabilities.
   2.7 Operators must ensure interoperability by aligning radio systems, channels, and terminology with external agencies wherever possible. This allows for seamless communication and enhances operational efficiency during joint operations or multi-agency incidents.
   2.8 Operators must keep accurate records of communications, incident logs, and any relevant information shared with external agencies. This documentation may be important for post-incident analysis, training, or legal purposes.

The following are provided as the foremost agencies or organisational groups that may be required to assist the QAS with an incident or event:

3. Queensland Police Service (QPS)
   The following situations are provided as examples, but not limited to incident types that generate a QPS notification request:
   3.1 Patients that have been injured as the result of an animal attack.
   3.2 Patients that have been physically assaulted.
   3.3 Incidents involving stabbing or gunshot wounds.
   3.4 Patients who are violent or dangerous and present a risk to SLSQ and the community.
   3.5 Significant marine vessel/motor vehicle/transportation incidents.
   3.6 Deceased persons
   3.7 Member duress alarm activations
   3.8 Terrorist related events and Active Armed Offender Incidents (AAOIs) that require notification and activation of multiple agencies.
   3.9 Urgent MEDEVAC retrievals and/or helicopter landings in areas that may present risk to the public.
   3.10 Search and rescue incidents, especially involving missing person greater than 10 minutes.
   3.11 Water police assistance.

Wherever possible QPS must be provided the patients full name and date of birth. Where an attempt has been made to obtain these details and they are not available QPS must be advised.

4. Queensland Fire and Emergency Service (QFES)
   The following are provided as examples, but are not limited to incident types that will generate a QFES notification request:
   4.1 Incidents involving fire or explosion, domestic and industrial/factory fires.
   4.2 Any carbon monoxide or gas inhalation related incidents.
   4.3 Incidents that involve entrapments, including road traffic crashes, industrial accidents, vertical rescues, swift water rescues, trench collapses/rescue.
   4.4 Hazardous incidents that present a safety risk
   4.5 HazMat incidents, that require environmental specialists to analyse chemicals and monitor or control conditions at the scene
   4.6 Wash down of fuel or requests for sand or other absorbent materials for the containment of hazardous spills.

5. Queensland Ambulance Service (QAS)
   The following are provided as examples, but are not limited to incident types that will generate a QAS notification request:
   5.1 Any medical related incident beyond basic first aid
   5.2 All drownings and resuscitations
   5.3 Acute behavioural disturbance
   5.4 Any patient with an altered level of consciousness or unconscious
   5.5 Requested by a SLSQ member at site of the incident

6. Marine Rescue Queensland (MRQ)
   6.1 Notifications for MRQ are typically activated through contacting Water Police.
   6.2 The SOCC can contact MRQ directly in the event that SLSQ are unable to respond to an incident and direct contact will active a more rapid response. In these circumstances, Water Police must be notified.

7. Queensland Parks and Wildlife Service (QPWS)
   QPWS are the responsible agency to assist with advice and direction for access to a National Park, Conservation Park or State Forest.
   The QPWS&P offer a 24-hour on call contact ranger to assist QFES and other emergency service agencies, providing directions, gate access details or approval to damage locks to gain access.
   • QPWS Central Region Contact – 1300 781 812
   • QPWS South East Region Contact – 1300 159 488
   • QPWS Costal and Islands Region Contact – 1300 247 965

When seeking assistance, the Operator is to provide:
• The name of the National Park, Conservation Park or State Forest; and
• The nearest town to allow the “on call” ranger to direct your request.

8. Responsibility
   All SurfCom Operators are responsible for ensuring that the correct resources with the correct skill sets are responded in all situations, this includes the notification of allied services and external agencies that provide support for the SLSQ and the patients requesting assistance.
   Requirements for this additional support may be recognised through information provided during the initial call or via a SitRep from members attending an incident.
   When it is recognised or requested that an external agency be notified, the Operator should:
   8.1 Ensure all details with regard to external notification are recorded in the incident. (any initial information and/or SitRep that requires an external agency)
   8.2 Immediately notify the responsible external agency, through the agreed contact methods
   8.3 Record all notification outcomes in the incident, including any Estimated Time of Arrival (ETA), staging or access points etc.
   8.4 Ensure the immediate notification of the OCS should there be any issue or delay in the notification of an external agency, specifically under emergency situations.

9. Conducting Phone Calls with State Emergency Agencies
   9.1 Operators must gather all relevant information to provide to the dispatcher before making the call.
   9.2 Operators must ensure they are providing the most accurate location for the quickest response, including cross streets and beach access numbers.
   9.3 Dispatchers have a rigid procedure to follow in initial stages of an emergency call, operators must answer all questions before they can continue. If the operator is unaware of the answer – say unknown.
   9.4 Operators in the centre are the point of contact between services on the beach and external agencies. On scene contacts must not be provided to external agencies unless necessary.
   9.5 Operators must obtain job numbers for quick reference when providing further information.
   9.6 Operators must note down each interaction with QAS in the incident log.