Section 2 – Governance and Safety

Code Of Conduct
All members are bound by both the SLSQ and Surf Life Saving Australia (SLSA) codes of conduct, additionally, members working in SurfCom, must also follow these principles:

• 1. Professionalism: We will maintain a high standard of professionalism and integrity in all interactions with the public, emergency services, and colleagues treating everyone with respect and courtesy.
• 2. Confidentiality: We will protect the privacy and confidentiality of all callers, ensuring that their personal information is used only for emergency response purposes and is not shared with unauthorized parties.
• 3. Accuracy: We will strive for accuracy and clarity in all communications, using clear and concise language, confirming key details, and avoiding speculation or assumption.
• 4. Responsiveness: We will respond to all calls and inquiries promptly and efficiently, recognising the urgency of water-related emergencies and the need for swift action.
• 5. Compassion: We will show empathy and understanding towards callers in distress, providing reassurance, comfort, and emotional support as appropriate.
• 6. Teamwork: We will work collaboratively with emergency services and relevant authorities, sharing information and coordinating efforts to ensure the best possible outcome for the emergency.
• 7. Continuous improvement: We will continuously review and improve our processes, procedures, and training to ensure that we provide the highest quality emergency communications services.

Roles and Structure

Inductee: A new employee who is undergoing the initial training and orientation process. They are expected to learn the policies and procedures of the organisation, and to be receptive to feedback and coaching from supervisors and colleagues.

Operator: Responsible for handling emergency communications and dispatching the appropriate response teams in a timely and accurate manner. They must be able to work under pressure and use critical thinking skills to make quick decisions.

Senior Operator: A highly experienced Operator whose role may include training and mentoring of new Operators. They may also assist with more complex or high-level emergency incidents.

Operations Centre Supervisor (OCS): Responsible for managing and overseeing a team of Operators. They are responsible for ensuring that communication operations are carried out in compliance with established policies and procedures, and for providing coaching and feedback to operators.

Operation Support Supervisor: Responsible for the overall management of SurfCom. They are responsible for strategic planning, budgeting, and ensuring that the centre operates efficiently and effectively. They may also be involved in liaising with external stakeholders and representing the centre at public events.

State Communications Advisor: The State Communications Advisor is a volunteer who is responsible for providing advice and support to the centre. They may be involved in assisting in developing policies and procedures, liaising with external agencies, and representing the centre at a state or national level.

Safety
Communication Operators of SurfCom will, from time to time, experience difficult or stressful events during operations. To operate effectively, it is important that Operators are aware of their own emotions and manage their work and personal life.

If an Operator is experiencing personal hardship, it is crucial to identify this and manage emotions to ensure effective operation in an emergency operations environment. Operators experiencing difficult events are encouraged to seek help prior to any additional emotional stress that may affect their work role and personal life.

SLSQ offers support to members needing assistance in managing personal and professional stress through the internal Employee Assistance Program.