Learner name:

Learner number:

Y/602/1854

VRQ

UV30716

Use telecommunication in emergency situations

VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport and Active Leisure sectors, with over 45 years of experience.

VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DCELLS and CCEA.

VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement.

By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic.

This statement of unit achievement table must be completed prior to claiming certification.

Unit code Date achieved Learner signature Assessor initials

IV signature (if sampled)

Assessor name Assessor signature Assessors initials

Assessor number (optional)

Assessor tracking table

Statement of unit achievement

All assessors using this Record of Assessment book must complete this table. This is required for verification purposes.

UV30716Use telecommunication in emergency situations

This unit will introduce you to the equipment and skills used by the public services for effective telecommunications, focusing on their work at emergency situations. These skills are essential when working as part of a uniformed public service team and all public services utilise a wide range of communication methods to assist them in their roles when dealing with emergency situations. During this unit you will learn about the different types of electronic communication equipment in use by the public services. You will also get the chance to develop communication skills by learning different aspects of telephone and radio communications.

UV30716_v5

GLH

Credit value

Level

Observation(s)

External paper(s)

50

6

3

1

0

On completion of this unit you will:

Learning outcomes Evidence requirements

Use telecommunication in emergency situations

1. Be able to communicate clearly and effectively

2. Be able to establish telecommunications systems

1. Environment It is strongly advised that evidence for this unit be gathered in a realistic working environment.

2. Simulation Simulation and/or knowledge evidence is acceptable for the practical elements of this unit.

3. Observation outcomes Competent performance of ‘Observation’ outcomes must be demonstrated to your assessor on at least one occasion.

4. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the ‘Knowledge’ section of this unit. This evidence may include projects, assignments, case studies, reflective accounts, oral/written questioning and/or other forms of evidence.

5. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved.

6. External paper There is no external paper requirement for this unit.

UV30716 3

Achieving observation outcomes Achieving range

Achieving observations and range

UV30716

Your assessor will observe your performance of practical tasks. The minimum number of observations required is indicated in the evidence requirements section of this unit.

Criteria may not always naturally occur during a practical observation. In such instances you will be required to produce other forms of evidence or asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through oral questioning.

Your assessor will sign off an outcome when all criteria have been competently achieved.

There are no range statements that apply to this unit.

4

Outcome 1

Observations

You can:

Observation 1 Optional OptionalDate achieved

Criteria questioned orally

Portfolio reference

Assessor initials

Learner signature

*May be assessed through oral questioning.

Be able to communicate clearly and effectively

a. Show effective telephone/radio communication skills

b. Practice the ‘customer service’ aspect of handling emergency calls

c. Practice relaying communications in an emergency situation

d. Use standard radio language including the phonetic alphabet in a simulated exercise

UV30716 5

Outcome 2

You can:

Be able to establish telecommunications systems

*May be assessed through oral questioning.

a. Set up and operate a simulated electronic command communication centre to handle an emergency situation

b. Control a small net operating from a simulated incident room

c. Organise a radio communication system to assist in a simulated disaster situation

UV307166

Observation 1 Optional OptionalDate achieved

Criteria questioned orally

Portfolio reference

Assessor initials

Learner signature

Achieving knowledge outcomes

Developing knowledge

You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below:

• Observed work performance• Witness testimony/statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies• Professional discussion• Employer-provided question papers and

tests• E-assessment.

Where possible your assessor will integrate knowledge outcomes into practical observations through oral questioning.

UV30716 7

Knowledge

Outcome 1

Be able to communicate clearly and effectively

You can: Portfolio reference /Assessor initials*

e. Identify the range of electronic communications normally used in services’ offices

f. Identify the importance of effective communication

g. Identify procedures for dealing with next of kin and media during an emergency situation

*Assessor initials to be inserted if orally questioned.

UV307168

Outcome 2

Be able to establish telecommunications systems

You can: Portfolio reference /Assessor initials*

d. Describe characteristics, limitations and effectiveness of RT, VHF, UHF, SSB and SATCOM

e. Identify types of radio equipment and usage

*Assessor initials to be inserted if orally questioned.

UV30716 9

Outcome 1: Be able to communicate clearly and effectively

Unit content

This section provides guidance on the recommended knowledge and skills required to enable you to achieve each of the learning outcomes in this unit. Your tutor/assessor will ensure you have the opportunity to cover all of the unit content.

UV3071610

Range of electronic communications: Radios (e.g. Pye, Racal, CLANSMAN, BOWMAN, Airwave, Personal Role Radio (PRR), PTARMIGAN, Ultra High Frequency (UHF), Very High Frequency (VHF), High Frequency (HF)), other electronic communications equipment (e.g. object video, lingua net, Microwave, Bluetooth, satellite communications (SATCOM), satphone, video link, internet telephone, email, internet, Morse code, semaphore, wireless networking, mobile phone, paging, roaming network mobile phone, fax machine, firelink project).

Effective telephone/radio communication skills: Use of proper telephone/radio etiquette (e.g. state your unit, name and rank upon answering a call), identifying yourself and your organisation, use of a professional telephone manner, when to take a message, information required if a message is taken (e.g. name of the caller, details of the message, intended recipient, date and time of the call).

‘Customer service’ aspect of handling emergency calls: Use of proper telephone/radio etiquette, how emergency calls are dealt with (i.e. police service grades 1, 2, 3 or 4, ambulance service categories A, B or C, fire service risk categories A, B, C, D or remote rural), what information is required from the caller (e.g. which service is required, the nature of the emergency, location of the emergency, how many casualties, caller details, etc.), malicious calls to the emergency services,

how to deal with a distressed caller (e.g. reassurance, establish a rapport, etc.).

Relaying communications in an emergency situation: Assessing vital information (e.g. use the mnemonic CHALET where C = casualties, H = hazards, A = access, L = location, E = emergency services required, T = type of incidents), ascertaining if other emergency services are required, prioritising important information e.g. vital information (the number of casualties, the location of the incident), important information/but not vital (details of the caller).

Radio language:

Use radio language – urgent message procedure, battle orders, relaying information, weather forecast.

Voice procedures – e.g. ‘hello B24, this is A14, message, over’.

Security – e.g. authentication, encryption, accuracy and discipline.

Prowords – e.g. hello, message, radio check, say again etc.

Call signs – e.g. Papa one, Sunray.

Code words – e.g. RTI for road traffic accident, DOA for dead on arrival.

Phonetic alphabet – e.g. A = alpha, B = bravo, C = Charlie etc.

Authentication – e.g. by use of a crib sheet or call signs and code words.

Net control – e.g. one-to-one network, radio net network.

Outcome 1: Be able to communicate clearly and effectively (continued)

UV30716 11

Rebroadcast – i.e. 2+ networks, on different frequencies, combined to effectively increase the ground size of the network.

Pass simple messages – e.g. ‘hello B24, this is A14, message, over’.

Leaving and joining the net – e.g. ‘Bravo Control, this is Bravo One, leaving the net for relocation, out’.

Test call – e.g. ‘Bravo Control, this is Bravo One, radio check, over’.

Importance of effective communication: Less chance of mistakes or misinterpretation, focuses objectives for all team members/individuals, confusion is minimised, objectives are brought into focus, ensures that all relevant points are covered, confidence is instilled into the team/individual, ensures everybody is aware of the situation.

Procedures for dealing with next of kin and media during an emergency situation: Sensitivity to the feelings of family/next of kin, information to be conveyed to next of kin (pertaining to the incident), promptness of communication with next of kin, timing and location of liaison with next of kin, immediate support requirements of next of kin, follow-up calls to next of kin, further support for next of kin from organisations (e.g Citizens Advice Bureau, Samaritans, NHS counselling services etc.), who should liaise with the media e.g. press release officer, types of media that may be involved (local/national press, local radio, national TV), timing of media contact (e.g. should be after a media statement has been decided by strategic gold command), preferred outcomes when dealing with the media, methods

of communication with the media (e.g. media statement written or verbal, press information centre).

Outcome 2: Be able to establish telecommunications systems

UV3071612

Set up and operate simulated command communication centre to handle an emergency situation: Assessment of the emergency situation (with speed and accuracy), siting of the command control centre (e.g. where is the most suitable place to operate from), command control centre usage, i.e. will other emergency services need to use it, the importance of adhering to standard operating guidelines (e.g. to give guidance and reduce variability, helping personnel make quick decisions), adhere to chains of command (e.g. junior team members follow the instructions and direction of senior team members, resources that may be required (e.g. personnel, shelter, equipment), security (e.g. use of guards or cordons to prevent unauthorised access).

Organise a radio communication system to assist in a simulated disaster situation: Availability of radio equipment, timescales, site assessment (size and coverage), resources (e.g. manpower, power, food, shelter etc.).

Control small net operating from a simulated incident room: Assign radio control and sub-stations, assign call signs, ensure correct radio procedure for your radio net.

Characteristics, limitations and effectiveness of RT (radio transmission): Definition of radio transmission (e.g. the process of sending or receiving an information signal wirelessly over a physical distance), what radio transmission consists of (e.g. modulation of electromagnetic waves with frequencies below those of visible light), the electromagnetic spectrum, uses of radio transmission, security considerations of RT

(e.g. anyone with a receiver can listen in).

Characteristics, limitations and effectiveness of VHF: Frequency band of VHF, propagation characteristics, uses of VHF, range of VHF, cost effectiveness, effect of atmospheric conditions, the effect of physical obstructions, security aspects, initial capital expenditure.

Characteristics, limitations and effectiveness of UHF: Frequency band of UHF, point-to-point transmission, propagation characteristics, uses of UHF, antenna size, signal reflection, line of sight, the effect of atmospheric conditions, the effect of physical obstructions, the effect of the time of day.

Characteristics, limitations and effectiveness of SSB: Definition of SSB, uses of SSB, efficiency of SSB, range of SSB, reduced size and weight of equipment (less power required), cost and complexity of equipment, difficult to tune-in leading to the ‘Donald Duck’ effect.

Characteristics, limitations and effectiveness of SATCOM: Definition of SATCOM, uses of SATCOM, bandwidths used for SATCOM, range (coverage area), diversity of use, cost of equipment, reliability, propagation delay, satellite bandwidth gradually getting used up, signal quality can be affected by atmospheric conditions.

Types of radio equipment and usage: Radios used by military (e.g. Pye, Racal, CLANSMAN, BOWMAN, Personal Role Radio (PRR), PTARMIGAN, Ultra High Frequency (UHF), Very High Frequency (VHF), High Frequency (HF)), radios used by the emergency services, e.g. Airwave.