2 p1 interagency aproach

1. BTEC Nationals in Public Services
Unit 14
Title : Responding to emergency
service incidents
View this in slide show now.

2. Recap
• In our last session we explored:
– Incident grading

3. • 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

4. • 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.

5. 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.

6. 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.

7. 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

8. 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-care

9. 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.

10. 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.

11. 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.

12. 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.

13. Additional emergency public services
offering specialist knowledge
• Bomb disposal teams
• Underwater search
teams

14. Additional emergency public services
offering specialist knowledge
• Coastal search teams
• Cave rescue teams

15. Additional emergency public services
offering specialist knowledge
• Mountain rescue
teams
• Heavy recovery
teams

16. Additional emergency public services
offering specialist knowledge
• RNLI
• HM Coastguard

17. Additional emergency public services
offering specialist knowledge
• National Blood
Service

18. 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.

19. 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

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