BTEC Nationals in Public Services

Unit 14Title : Responding to emergency

service incidentsView this in slide show now.

Recap

• In our last session we explored:– Incident grading

• The aim of this session is to enable you to understand:– The use of incident grading

• The objective is that upon completion of this session you will have studied:– Why emergency services need to work together– Role of call centres and incident managers– Emergency incident policies and procedures

• You may be required to research and write up your findings in your own words.

• Do this on a word document.• Ensure you structure your writing properly.• You will need to print off your research at

the end of this module and be prepared to enter into a class discussion about your findings throughout.

• Ask me questions at any time.

Inter-agency approaches/agreements

• The emergency services are known as Category 1 responders.

• They are legally bound to cooperate in inter-agency approaches to emergency situations.

• Emergency services managers must attend a Local Resilience Forum (LRF) every 6 months.

• They cooperate with other personnel in both preparing for and responding to emergencies.

• Read more about this on Pg 30 – 32 cb2.

Role of call centres and call handlers

• A call centre is where the emergency call is received.

• A call handler is the person who receives the call and has to manage the situation.

• A call handler will have to deal with emergency and non-emergency calls.

• They identify the action to be taken through careful listening and effective questioning.

• They then decide upon the most suitable course of action.

Role of call centres and call handlers

• The call handlers responsibilities:– Direct the emergency

services to deal with the incident

– Direct non emergency calls to the right agency

– Monitor incident progress

– Ensure staff safety

Role of call centres and call handlers

– Ensure effective use of resources

– Ensure response times are met

– Manage communication lines

– Arrange extra resources– Keep their Incident

Manager up to date– Read more about this

on Pg 32 cb2.

• For a typical call handlers daily role follow this link:

• http://www.nhscareers.nhs.uk/explore-by-career/ambulance-service-team/careers-in-the-ambulance-service-team/emergency-medical-dispatchercall-handler/

The role of the Incident Manager• To ensure an efficient

response to the incident by:– Supervising the call

handler– Monitoring progress– Liaising with:

• Local authorities• Utility companies• Local transport companies• Voluntary agencies• Environment Agency

Read more about this on Pg 32 cb2.

Policies and procedures (PaPs) for dealing with incidents

• Single response: own service PaPs.

• Joint response: joint PaPs decided at the Local Resilience Forum.

• All emergency services need to be aware of their own objectives as well as common shared objectives.

• Read more about this on Pg 32 – 33 of cb 2.

Common shared objectives• Saving life• Alleviating suffering• Protecting property• Preventing escalation• Safeguarding the

environment• Restoring normality • Maintaining normal

services• Providing resources

• The Police Service will coordinate the incident.

• Fire and Rescue Service take the lead role in fire situations or incidents involving hazardous materials.

Response times

• It is normally the police who arrive first at an incident. Why?

• Emergency response times vary from service to service and area to area.

• Government set guidelines.

Additional emergency public services offering specialist knowledge

• Bomb disposal teams

• Underwater search teams

Additional emergency public services offering specialist knowledge

• Coastal search teams

• Cave rescue teams

Additional emergency public services offering specialist knowledge

• Mountain rescue teams

• Heavy recovery teams

Additional emergency public services offering specialist knowledge

• RNLI

• HM Coastguard

Additional emergency public services offering specialist knowledge

• National Blood Service

Accountability

• All emergency personnel are accountable for their actions whilst performing their duty.

• This is ensure good service, public safety and safe working practices.

• They have to follow the law and at the same time react to the situation they find themselves in.

Summary:

• In this session we have explored :– Interagency working– Role of the call centre, call handler and

incident manager– PaPs– Common shared objectives– Additional emergency public services offering

specialist knowledge– Accountability

Look forward

• Our next session will focus on:– Emergency response driving.