Contract Customers Parameters
When a customer initiates contact, either during business
or out of hours, service delivery compliance shall avail.
Usually, response parameters are covered under the terms
of contract, and e.g. response / contact is made
within the response time frame.

Immediate Call-Outs.
Will occur during business and out of hours.
The Trauma Manager will co-ordinate service requests from
customers during business hours and the pager holders
will respond out of hours.

ResponseTime Frames.
The Trauma Consultant will, upon activation of the pager / beeper sound:

Metropolitan Area Time Frames
Make contact with the customer within 10 minutes of being paged.
During telephone contact with the caller, details are recorded.
( These procedures are outlined in the Trauma Centre Response Guidelines )
Psychologists aim to attend the worksite or counselling location in no
more than 2 hours after the initial pager activation. Country response
will include additional travel time depending on location.

Country Interstate Time Frames
When the Trauma Centre receives a call for trauma assistance, either
regionally or interstate, similar services as above parameters exists, i.e.

Contact is made with the customer within 10 minutes of being paged.
That on-site or face - to - face trauma counselling occurs a.s.a.p.,
ideally within 2 hours - plus normal travel time.

Generally, metropolitan counsellors will attend country critical incidents.
However, in cases requiring long, extensive travel, a qualified trauma
associate who is close to the trauma site will be briefed to attend.

In situations where consultants need to travel extensively, costs of
accommodation, flights, travel costs and rates will be invoiced to the customer.

N.B. that if trauma destination is more than 3 hours away from CBD,
then rail or air travel may be considered.

Important
In all trauma cases the preferred option is to have Trauma Centre of Australia
staff attend critical incidents.

Associates, while they may attend trauma incidents, are not bound by
contractual obligationsbetween the customer and Trauma Centre, and
may not be able to provide debriefing within the expected time frames
of the customer.

All cases are maintained / managed and supervised by the Trauma Centre