Elements and Performance Criteria
- Respond to reported incidents
- Details of incidents are received, analysed, confirmed and prioritised
- Immediate coordination requirements are identified and actioned in accordance with organisational procedures
- Coordinate incident response activities
- Control and/or coordination of incident response activities is assumed and all relevant personnel and other authorities are informed of this action
- Assistance to be provided to clients and operators is arranged within duty of care limitations and organisational requirements
- Assistance is provided to relevant authorities in accordance with organisational policies and legislative requirements
- Information is collected and passed on to relevant personnel/stakeholders in accordance with workplace procedures
- Convey complex information
- Complex information is conveyed clearly and accurately
- Recipient understanding of information is monitored and mode of communication is adjusted appropriately
- Interaction is monitored to ensure it is consistent with the urgency of the situation, in accordance with organisational policies and procedures
- Communicate with relevant personnel
- Information is conveyed clearly and clarified when requested by other parties
- Requirements are communicated clearly and in a manner that reflects an appropriate level of authority
- Direction, advice and assistance is sought as required and is followed as appropriate to the situation
- Difficulties in communication are recognised and resolved using appropriate communication skills and techniques
- Roles and authority of relevant personnel involved in the situation are clarified and respected
- Overcome barriers to communication
- Barriers to effective communication are identified by continuous monitoring of the situation
- Situational needs are identified, clarified and confirmed using appropriate communication skills and techniques
- Conflict and potential for conflict are dealt with in a manner that prevents escalation
- Communicate as a team
- Handover/takeover is performed and full details are communicated to/received from other team members to ensure continuity of incident response
- Team member communications are acknowledged as received and understood
- Observations are verbalised to team members
- Inquiries are made of team members to clarify information required to provide continued incident response
- Complete follow-up actions
- Details of incident are collected, recorded and managed in accordance with organisational procedures
- Contribution is made to debrief process and recommendations are prepared and submitted as required
- Interaction is monitored to ensure it is consistent with the urgency of the situation in accordance with organisational policies and procedures
- Contribution is made to debrief or follow-up actions or process and recommendations are prepared and submitted as required