8.1 SurfCom Training Team

VERSION 1.0 – DECEMBER 2023

Purpose: To ensure that all operators are trained and equipped with the necessary skills and knowledge to effectively carry out their duties and responsibilities within the organization.

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

Responsibilities:

1. Supervisors and the State Communications Advisor are responsible for:
   1.1 Conduct thorough orientation and onboarding processes for all new staff; Introduce them to the centre, it’s processes, systems and expectations and provide access to the Operations Manual and all SOP’s.
   1.2 Creating training plans that outline the necessary skills, requirements, and competencies for all operators.
   1.3 Ensuring that all operators complete required training and competencies and ensure these are refreshed when required.
   1.4 Provide regular training sessions to reinforce skills and knowledge around processes and updates within the centre.

2. Staff & Members are responsible for:
   2.1 Attending all required training sessions.
   2.2 Participating in on-the-job training to gain practical experience in their respective roles.
   2.3 Ensuring that their training records are accurate and up to date.
   2.4 Adhering to all relevant policies and regulations.
   2.5 Staff must provide any feedback to the supervisor or OCS; this allows for issues to be identified and rectified.

3. Feedback Guidelines
   3.1 Encouraging positive feedback channels that allow operators and members to provide suggestions, report challenges and seek clarification. Ensuring anonymity if required when providing honest feedback.
   3.2 Continual performance evaluations to assess individual and team performance, this allows for constructive feedback on strengths and areas for improvement, while setting clear goals for expectations and improvement.
   3.3 Implementing a quality assurance process to monitor radio communication and phone calls to assess and provide feedback on call handling techniques, customer service skills and accuracy of information provided.
   3.4 Continuously recognise and acknowledge operators who consistently demonstrate excellent performance.
   3.5 Conduct team meetings to allow group discussions on challenges, best practices, and what we can do to improve as a team, while encouraging sharing of experiences and tips.
   3.6 Note: training and feedback must be an ongoing process to foster continual improvement. Regularly assess the effectiveness of training programs and feedback mechanisms and adjust as needed.