State Emergency Information Call Centre Capability

The State Emergency Information Call Centre Capability (SEICCC) is an overflow from existing emergency services information lines, to support the provision of response and recovery information to the South Australian community during significant emergency events.

The SEICCC is located in Adelaide, and can be activated on a 24 hour basis if existing call centre arrangements have, or are predicted to be overwhelmed as a result of a significant emergency event. It is not expected that the SEICCC would be activated for every emergency event.

The agencies that the SEICCC can be activated by are currently:

A volunteer based, fire and emergency service dedicated to protecting life, property and environmental assets in regional and semi metropolitan South Australia.

A volunteer organisation which gives immediate assistance during emergencies and disasters, including vehicle accidents, searches, cliff rescues, flood and storm damage situations.  

Responsible for the protection of the South Australian community from the effects of fire, chemical incidents and other emergencies.

  • SA Police (SAPOL) 1800 ALERTS: 1800 253 787  

Provides a broad range of police and community services to ensure the safety and security of the South Australian community.

Coordinates state level recovery functions; provides a management and administrative service to the State Recovery Committee; and supports local recovery efforts.

 

The recovery phase of a significant emergency can often extend weeks past the event and the SEICCC may be activated to support the State Recovery Hotline for part of this time.

SA government employees are eligible to join the team that undertakes this challenging and rewarding opportunity, assisting our State's emergency services while working under usual wage and employment conditions.

In the first instance your workplace pays for your time spent on-call, or working in the SEICCC call centre during an activation, these hours would then be reimbursed by the relevant control agency. However, time spent in biannual training sessions (usually 2.5 hour duration per session) is to be supported by your workplace, so it is important that you have your manager's support to be involved - please see the SEICCC Management Procedures for further details.

The SEICCC team endeavours to provide flexible training to avoid interfering with your usual role and work commitments and delivers a combination of online and face to face sessions. In order to be eligible to be called upon during an emergency, an initial online course (approx. 2 hours) followed by a practical phone exercise (30 minutes) must be completed. From that point on, short refresher sessions (often containing an online and face to face component) must be undertaken twice a year in order to maintain your skills and prepare you for the upcoming storm/flood or bushfire season.

For more information please refer to the SEICCC Frequently Asked Questions document; we also encourage you to provide a copy of this along with the SEICCC Management Procedures to your line manager.

Examples of SEICCC activations include:

  • 28 September - 5 October 2016: Activated by the State Emergency Service to assist with the 132 500 emergency information line during severe weather / flooding across the State.
  • 28 September - 5 October 2016: Activated by the State Recovery Office to provide information via the SA Recovery Hotline 1800 302 787 to communities affected by the severe weather / floods.
  • 14 September 2016: Activated by the State Emergency Service to assist with the 132 500 emergency information line during severe weather across the state.
  • 31 December 2015: Activated by the CFS to provide emergency information via the CFS Bushfire Information Hotline 1300 362 361 during the Mosquito Hill Fire
  • 27 November - 10 December 2015: Activated by the State Recovery Office to provide information via the SA Recovery Hotline 1800 302 787 to communities affected by the Pinery fire.
  • 25-27 November 2015: Activated by the CFS to provide emergency information via the CFS Bushfire Information Hotline 1300 362 361 during the Pinery fire.
  • 4 November 2015: Activated by the State Emergency Service to assist in 132 500 calls during severe weather (Monarto).
  • 4-30 January 2015: Activated by the State Recovery Office to provide information via the SA Recovery Hotline 1800 302 787 to communities affected by the Sampson Flat fire.
  • 3-8 January 2015: Activated by the CFS to provide emergency information via the CFS Bushfire Information Hotline 1300 362 361 during the Sampson Flat fire.

Expressions of interest are sought from SA government employees with experienced call taking and computer abilities, who are willing to participate in the SEICCC as a Call Operator (as per the role specification below) and receive customised training.

  • SEICCC Call Operator (Agent)
    SEICCC Call Operators respond to calls from the community and provide available information relating to major emergency incidents and/or recovery events.
    SEICCC Agent Role Specification [PDF]
  • Supervisor (must have undertaken Agent training)
    SEICCC Supervisors provide support to SEICCC Operators and liaise with the SEICCC Manager in order to deliver information on behalf of emergency services and the state recovery office.
    SEICCC Supervisor Role Specification [PDF]
  • SEICCC Information Officer (must have undertaken Supervisor training)
    Information officers require high level computer skills and are responsible for monitoring multiple information sources, whilst relaying information to the SEICCC Manager and activating agency point of contact.
    SEICCC Information Officer Role Specification [PDF]

TO APPLY: please complete the Expression of Interest and Privacy Consent forms and submit to seicccadmin@sa.gov.au with written examples (no more than 500 words, attach as a separate document) to demonstrate how your knowledge and skills are relevant to the specific role specification. Please ensure to obtain your manager's approval prior to forwarding to the SEICCC.

If you have any further questions please email the SEICCC team at seicccadmin@sa.gov.au or call 8115 3971.