Telephony
Telephony is a critical component of SurfCom. The ability to communicate with callers and respond effectively to their needs is paramount, and SurfCom Operators are trained to use the equipment and systems in the Centre to ensure that telephony communications are efficient, effective, and reliable.
Operators must be able to listen actively, take accurate notes, and convey information clearly and concisely. They must also be able to manage multiple calls simultaneously, prioritise and triage calls appropriately, and escalate emergency situations as needed.
| All phone calls, in and out of the centre, must be logged and the following recorded: - Callers Name & Position - Number/ Call back number - Brief of call - Any actions arising from the call (For either party) - Outcome (Including failed calls, ring outs and voicemails) |
Centre Enquiries
In some instances, SurfCom may receive calls for SLSQ members who are not present or unable to take the call. In such cases, SurfCom Operators are expected to aid the caller to resolve their query. If the intended recipient of the call is unavailable, the Operator will take a message and ensure that it is passed on to the relevant person as soon as possible.
Emergency Calls
Taking an emergency phone call is a critical responsibility in SurfCom. The principles for taking an emergency phone call are straightforward and clear. First, the call must be answered promptly and professionally. This means providing an appropriate greeting and identifying SurfCom and the operator’s name.
The operator must then listen actively, using open-ended questions to elicit relevant information about the caller’s location, the nature of the emergency, and any other relevant details. The operator must remain calm and reassuring, using appropriate language and tone of voice to help the caller feel safe and supported.
Operators must also ensure that they take accurate notes and convey essential information to other staff and emergency services as needed. Overall, the principles of taking an emergency phone call involve professionalism, active listening, effective questioning, clear communication, and calm reassurance.
Alarms and Duress
SLSQ has installed several Alarm devices in the field to provide quick help to the public in emergencies. These devices are linked to the SurfCom, and it is crucial that operators take them seriously. Calls received from these devices differ from regular calls as operators communicate directly with the person in distress. Operators need to be calm, helpful, and firm in their tone.
Written Communication
Clear written communication is an essential skill in an emergency communication centre as it ensures that important information is accurately recorded and shared with the appropriate people. Effective written communication involves using concise, clear language that is easy to understand, avoiding jargon and technical terms, and using correct grammar and spelling. In addition, it is important to use standardized formats and templates for different types of written communication, such as incident reports or messages to emergency services. Clear written communication also requires attention to detail, such as double-checking facts and ensuring that all relevant information is included.
By practicing clear written communication, emergency communication centre staff can help ensure that vital information is accurately conveyed and can be used to make informed decisions during emergency situations.
Some principles of plain English writing include:
(i) writing with the reader in mind.
(ii) using only as many words as necessary; and
(iii) organising information in a way that enhances readability.
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