8.2 Check and Training

VERSION 1.0 – DECEMBER 2023

Purpose: This procedure outlines the process for conducting checks and providing training to the State Operations Communications Centre (SurfCom) to ensure they have the necessary skills and knowledge to effectively manage emergency communication tasks.

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

1. Check and Training Schedule
   1.1 A check and training schedule will be established to ensure regular assessment and development of Operators’ skills and knowledge.
   1.2 The schedule will outline the frequency and duration of checks and training sessions based on organisational requirements and industry best practices.

2. Check Process
   2.1 Checks will be conducted to assess the operators’ performance and competence in handling emergency communication tasks.
   2.2 The checks may include simulated emergency scenarios, call handling exercises, and operational procedures to evaluate the operators’ knowledge and skills.
   2.3 Trained assessors will conduct the checks using predetermined criteria and performance standards.
   2.4 Feedback will be provided to operators highlighting areas of strength and areas that require improvement.

3. Training Sessions
   3.1 Training sessions will be conducted to enhance the operators’ skills, knowledge, and understanding of emergency communication tasks.
   3.2 Training sessions may cover topics such as emergency call handling, incident classification, communication protocols, and technology systems.
   3.3 Trainers will use a variety of instructional methods, such as presentations, practical exercises, role-playing, and case studies, to facilitate effective learning.
   3.4 Training materials, resources, and reference materials will be made available to support the training sessions.

4. Individual Development Plans
   4.1 Individual Development Plans (IDPs) will be created for each Operator based on the results of checks and performance feedback.
   4.2 IDPs will outline specific areas for improvement and recommended training activities to address identified gaps.
   4.3 Supervisors and trainers will work closely with operators to review and update IDPs regularly, ensuring alignment with organizational goals and individual career aspirations.
    
5. Record Keeping
   5.1 Records of checks, training sessions, and individual development plans will be maintained for each Operator.
   5.2 The records will include details of completed checks, training topics covered, dates, and feedback provided.
   5.3 These records will serve as a reference for performance evaluation, career development, and compliance purposes.

6. Continuous Improvement
   6.1 The check and training process will be continuously reviewed and refined to ensure its effectiveness and relevance.
   6.2 Feedback from operators, assessors, trainers, and supervisors will be actively sought to identify areas for improvement and implement necessary enhancements.

7. Compliance and Accountability
   7.1 Compliance with this SOP is mandatory for all personnel involved in conducting checks and providing training to Operators.
   7.2 The OCS is responsible for ensuring adherence to the guidelines outlined in this SOP and for providing necessary resources and support.