Section 3 – Radio and Operational Systems

SurfCom

The day-to-day operations of SurfCom are focused on the management of emergency incidents and the dispatch of response teams. Operators are responsible for handling incoming emergency calls, collecting information, and dispatching the appropriate response teams in a timely and accurate manner. They must be able to manage high levels of stress and work under pressure, while maintaining a high level of accuracy and attention to detail.

The Operations Centre Supervisor (OCS) is responsible for overseeing the work of Operators, monitoring, and analysing call data to ensure that performance targets are met, and liaising with external agencies such as emergency services, government departments, and other communications centres.

Radio Communications – REFER CTM 1.2 Operate and Control Radio Networks PUACO003

Radio Communications – Operate and Control Radio Networks PUACO003
Effective communication is critical to the smooth and successful operation of SurfCom. It is the backbone of the centre’s ability to coordinate emergency response activities, manage resources, and keep everyone informed and up to date. Clear, accurate, and timely communication among operators is essential for ensuring the safety of responders, the public, and the effective delivery of emergency services.

Operators will be guided by the following principles when it comes to the network:

• All Surf Life Saving Queensland (SLSQ) network users must ensure the highest level of professionalism is always evident whilst accessing the network.
• Be clear and concise: Use clear and concise language when transmitting a message to ensure that it is understood by the recipient.
• Identification of the radio communications network user is to occur with every radio transmission and is to be used by both base and SLSQ services. For multiple transmissions relating to a specific exchange of messages, the base station callsign can be deleted once the initial contact has been made and been acknowledged.
• The operators working within SurfCom will acknowledge every voice message transmitted by all SLSQ services. A voice message must not be considered transmitted until it has been acknowledged by SurfCom.
• The use of standard procedures ensures brevity, accuracy, speed, and simplicity. Non-essential remarks, unnecessary conversations and all profane or obscene words are forbidden.
• SurfCom Operators must assist operational crews with channel selection, particularly if there is a requirement to move out of their local operating area.
• Keep radio transmissions brief to avoid congestion and ensure that the network is available for other important communications.