Emergency Services: Handling Stressful Calls

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1 National Unit Specification: general information NUMBER DE16 12 COURSE SUMMARY On successful completion of this unit, the candidate will have a knowledge and understanding of dealing effectively with stressful calls to the Emergency Services. OUTCOMES 1. Demonstrate knowledge and understanding of appropriate attitudes when dealing with stressful calls to the Emergency Services. 2. Demonstrate knowledge and understanding of the collection, evaluation and processing of information from stressed callers in order to facilitate an appropriate response. RECOMMENDED ENTRY Access to this Unit is at the discretion of the centre. CREDIT VALUE 1 credit at Higher (6 SCOTCAT points at SCQF level 6*) *SCOTCAT points are used to allocate credit to qualifications in the Scottish Credit and Qualifications Framework (SCQF). Each qualification in the Framework is allocated a number of SCOTCAT points at an SCQF level. There are 12 SCQF levels, ranging from Access 1 to Doctorates. CORE SKILLS Information on the automatic certification of any core skills in this unit is published in Automatic Certification of Core Skills in National Qualifications (SQA, publication code BA0906). Administrative Information Superclass: AF Publication date: October 2003 Source: Scottish Qualifications Authority Version: 01 Scottish Qualifications Authority 2003 This publication may be reproduced in whole or in part for educational purposes provided that no profit is derived from reproduction and that, if reproduced in part, the source is acknowledged. Additional copies of this unit specification can be purchased from the Scottish Qualifications Authority. The cost for each unit specification is (A handling charge of 1.95 will apply to all orders for priced items.)

2 National Unit Specification: statement of standards Acceptable performance in this unit will be the satisfactory achievement of the standards set out in this part of the unit specification. All sections of the statement of standards are mandatory and cannot be altered without reference to the Scottish Qualifications Authority. OUTCOME 1 Demonstrate knowledge and understanding of appropriate attitudes when dealing with stressful calls to the Emergency Services. Performance criteria a) The emotional state of the caller should be effectively assessed. b) Both the actual needs of stressed callers and those perceived by the caller are clearly identified. c) The manner of response to the stressed caller is adapted to take into account their emotional state, their actual needs and perceived needs. d) The pace and the level of response to the stressed caller are adapted to reduce caller stress and to promote effective communication. e) Appropriate action is taken to support the needs of the caller in line with organisational procedure Evidence requirements Evidence for all Performance Criteria must be generated either through real situations of handling stressful calls to the Emergency Services or simulated exercises. Evidence for all Performance Criteria may be supplemented by oral questioning, where necessary. OUTCOME 2 Demonstrate knowledge and understanding of the collection, evaluation and processing of information from stressed callers in order to facilitate an appropriate. Performance criteria a) Sources of appropriate guidance material and advice regarding specific types of stressful calls are clearly identified and effectively accessed. b) When dealing with a stressed caller, sensitive and effective questioning is used, in order to gain as much pertinent information as possible c) Where appropriate, a level of negotiation with the stressed caller is carried out in order to gather information and deal with the situation in line with organisational procedures d) Key points from the stressed caller s information are accurately identified and evaluated, in accordance with organisational guidance and procedures e) An appropriate response and course of action are undertaken in accordance with organisational guidance and procedures f) Details of information gathered from stressed callers are clearly recorded and maintained in accordance with organisational procedures. Unit specification (DDE16 12): 2

3 National Unit Specification: statement of standards (cont) g) Situations where stressed callers may require assistance outside the individual s level of responsibility are clearly identified according to organisational guidance and procedures. Evidence requirements Evidence for Performance Criteria (a) - (e), and (g) must be generated either through real situations of handling stressful calls to the Emergency Services or simulated exercises. Evidence for Performance Criterion (f) will be in the form of written or electronic records, and may be supplemented by oral questioning where necessary. Evidence for all Performance Criteria may be supplemented by oral questioning, where necessary. Unit specification (DDE16 12): 3

4 National Unit Specification: support notes This part of the unit specification is offered as guidance. The support notes are not mandatory. While the exact time allocated to this unit is at the discretion of the centre, the notional design length is 40 hours. GUIDANCE ON THE CONTENT AND CONTEXT FOR THIS As stated in the unit title, this unit deals with the handling of stressful calls (i.e. from stressed callers) in the context of the Emergency Services. The handling of these calls differs from general call handling, by the nature of the calls and the fact that they are being processed within the context of the Emergency Services. These calls will involve a degree of urgency and an emergency situation, either real or perceived. GUIDANCE ON APPROACHES TO ASSESSMENT FOR THIS Outcome 1 Outcome 1 is based on both cognitive and practical competences. A knowledge and understanding of organisational guidance and procedures is required throughout (explicitly in Performance Criteria (e) but also for Performance Criteria (a) (d)). All Performance Criteria in Outcome 1 require practical performance in either a real situation handling stressful calls or a simulated exercise. Supervisory/training personnel could monitor actual calls as they are being dealt with. Some of the required evidence will be generated through ongoing work, and some evidence may be generated through the delivery of the unit. An example of the latter is where a role play exercise could be designed to display interpersonal skills in a simulated context relating to Performance Criteria (a), (b), (c), (d) or (e). Further guidance on specific Performance Criteria of Outcome 1 is provided below: Performance Criterion (a) requires a knowledge and understanding of the main emotional states likely to be encountered within the context of callers to the Emergency Services. Organisational guidance on effectively assessing these emotional states, must be understood and put into practice i.e. displayed in either a real situation or a simulated exercise. Unit specification (DDE16 12): 4

5 National Unit Specification: support notes (cont) Performance Criterion (b) and Performance Criterion (c) require a knowledge and understanding of the range of caller s actual needs likely to be encountered, and also the range of perceived needs exhibited in callers within the context of the Emergency Services. The range of caller s actual needs may include the need for understanding, sympathy, comfort when reporting a death, practical assistance, and rational action on their behalf. Perceived needs may involve an understanding of a caller s stress from a non-emergency situation, or a belief that help is needed from a specific Agency of the Emergency Services when in fact it is another Agency which will need to primarily assist. Performance Criterion (d) is concerned with the use of appropriate methods (involving pace and level of response) to reduce caller stress, and to defuse potential conflict situations. It is also concerned with maintaining the relationship with the caller in order to facilitate communication. In Performance Criterion (e), appropriate action will be in line with organisational procedures and guidance.. The main aspect of Performance Criterion (e) is the action taken during the call by the individual handling the call. This may involve taking preventative steps to avoid conflict, or a level of negotiation to bring the caller away from a harmful situation. This Performance Criterion also involves having knowledge and understanding of when it is appropriate to pass on the call to other personnel within the organisation. It may also involve informing relevant supervisory personnel, where necessary, after a stressful call has been completed. Another aspect of appropriate action may be in advising the caller of a course of action. It may be worth noting that although the individual handling the call follows appropriate procedures to support the caller s needs, the outcome may still not be successful. It may be worth noting that while Outcome 1: Performance Criterion (e) deals with action taken to support the needs of the caller, Outcome 2: Performance Criterion (e) deals with the resulting course of action taken in response to the call as a whole. Although there may appear to be a degree of overlap, Outcome1: Performance Criterion (e) involves interpersonal skills while Outcome 2: Performance Criteria (e) is concerned with procedural skills. Outcome 2 Outcome 2 is based on both cognitive and practical competences. A knowledge and understanding of organisational guidance and procedures (such as Standard Operating Procedures) is required throughout all the Performance Criteria, as is the ability to access this information. All Performance Criteria in Outcome 2 require practical performance in either a real situation handling stressful calls or a simulated exercise. Supervisory/training personnel could monitor actual calls as they are being dealt with. Some of the required evidence will be generated through ongoing work, and some through delivery of the unit. An example of the latter is where a role play exercise could be designed to display questioning skills in a simulated context relating to Performance Criterion (b) or negotiation skills relating to Performance Criterion (c). Further guidance on specific Performance Criteria of Outcome 2 is provided below: In Performance Criterion (a), Sources of appropriate guidance material may include guidance manuals, procedural manuals, on-screen prompts. Appropriate sources of advice may be verbal rather than written, such as advice from experienced personnel/mentors and supervisors. Examples of types of stressful calls could be calls from distressed children, calls relating to potential suicides, bomb alerts, fire alerts, major incidents. Unit specification (DDE16 12): 5

6 National Unit Specification: support notes (cont) In Performance Criterion (b), appropriate techniques of questioning include the 5Wh questions i.e. Where, When, Who, What, Why. In many cases, call scripts for questioning may be followed. For the call handler, it is also important to understand that effective questioning may involve remaining silent, where appropriate i.e. when this will assist gathering of information. For Performance Criterion (c), negotiation skills could involve talking the stressed caller down from their stressed state, and possibly away from a dangerous situation. There is also the need to know when to pass the caller on to someone else in a more senior position. There is also the need to acknowledge that not all negotiations with a stressed caller may lead to a successful outcome, and may indeed fail although correct procedures have been followed. In Performance Criterion (d), organisational procedures may involve the recording of key points from calls and this would provide written evidence for an aspect of this Performance Criterion. A knowledge and understanding of methods of information evaluation is also involved. This aspect could be assessed through observation of real call handling situations or simulated exercises, and be supplemented by oral questioning where necessary. Part of the evaluation process could involve deciding if the situation described by the caller constitutes a genuinely stressful/emergency situation. Evaluation on the nature and level of the crisis is also involved. Performance Criterion (e) is concerned with an effective response and course of action following the evaluation step. The response must be in line with organisational guidance and procedures. The course of action in Performance Criterion (e) refers to the action taken by the individual handling the call, and must again be in line with organisational guidance and procedures. The appropriate course of action may, in some instances, be to pass the call to other personnel within the organisation e.g. supervisory personnel. Evidence for Performance Criterion (f) will be generated in the course of dealing with calls, which will provide a written or electronic record in line with organisational procedures. The form of this record will vary, and may include written or electronic input in of data, or filling in specific forms related to the type of incident e.g. bomb alerts Performance Criterion (g) is concerned with a knowledge and understanding of the type of stressful call where it is necessary to seek assistance from other personnel within the organisation e.g. supervisory personnel. This could be during the course of the call or as a follow-up to the call, in line with organisational procedures. Performance Criterion (g) involves a knowledge of the system which allows supervisory personnel to be alerted during a call, while retaining control of the call. Performance Criterion (g) also involves an awareness of levels of responsibility within the call handling function. SPECIAL NEEDS This unit specification is intended to ensure that there are no artificial barriers to learning or assessment. Special needs of individual candidates should be taken into account when planning learning experiences, selecting assessment instruments or considering special alternative outcomes for units. For information on these, please refer to the SQA document Guidance on Special Assessment Arrangements (SQA, publication code AA0645). Unit specification (DDE16 12): 6