Emergency Call Handling including. Emergency Calls originating from the public and other emergency services such as the Police and Ambulance. Ensuring they are answered in accordance with the agreed Performance Standard P1 in the CMC business plan (See Schedule 1 A Section 9.) Manage emergency and 999 calls in accordance with the common call handling procedures to accurately establish the nature and location of Emergency Incidents. Provide fire survival guidance as required. Comply with the Call Challenge Protocol when they suspect a call may be malicious in origin or in any other circumstance where the Call Challenge Protocol is applicable. Use voice recording to capture all telephone calls and radio traffic on all talk groups used to enable performance review and incident investigation as required. Retain a copy of all call and radio traffic recordings for three years and make copies of those recordings available to other agencies subject to the provisions of the law and the Data Policy. Capture information provided by a caller and record it accurately in the Mobilising System and to accurately confirm the location of an incident after considering information associated with the call using, where appropriate, additional software. To review the PDA and to issue mobilisation messages to ensure the relevant resources are mobilised in accordance with WSFRS SOPs. Maintain current arrangements for National Telephone Relay Service for the Deaf, SMS Emergency Text Service and National Interpreting Service.
