ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Manage personal performance

1.1

Pre- and post-operational personal condition is managed to ensure safe and effective performance

1.2

Individual performance when conducting flight dispatch operations is monitored against workplace standards, procedures and requirements

1.3

Degradation of physiological condition is recognised and appropriate strategies are implemented to ensure a safe outcome of flight dispatch operations

1.4

Degradation of psychological condition is recognised and appropriate strategies are implemented to ensure a safe outcome of flight dispatch operations

1.5

Sources of stress are identified and managed to maintain a safe aviation operating environment

1.6

Limitations to personal performance are communicated to team to maintain a safe flight dispatch operating environment

2

Maintain situational awareness

2.1

Flight dispatch support systems are monitored using a systematic scan technique

2.2

Information is collected to facilitate ongoing system management

2.3

Flight environment is monitored for deviations from planned operations

2.4

Hazards are identified, risks are assessed and hazard management is implemented

2.5

Flight environment information is collected to update flight support operating environment

3

Maintain effective communications and interpersonal relationships

3.1

Effective and efficient communications and interpersonal relationships are established and maintained with all stakeholders to ensure optimum outcome of a flight

3.2

Effective listening skills are applied

3.3

Questions are used to gain additional information and to clarify understanding

3.4

Responses are sought and provided to others in a timely manner

3.5

Information received is clarified as required, interpreted, and accurately communicated or reported with due observation of ethics and protocols required of the operational environment

3.6

Flight support objectives are defined and explained to stakeholders including other team members, flight operations supervisors and flight crew

3.7

Communication is undertaken in varying situations with culturally diverse, familiar and unfamiliar individuals, teams and crews

3.8

Appropriate protocols and procedures are followed when using communications systems during routine and contingency flight dispatch operations

3.9

Appropriate levels of assertiveness are applied that ensure optimum completion of a flight

4

Recognise and manage actual and potential threats

4.1

Potential environmental or operational threats that are likely to affect flight safety are identified

4.2

Actual environmental or operational threats that affect flight safety are identified

4.3

Competing operational priorities and task demands that may represent a threat to flight safety are identified

4.4

Countermeasures to manage threats are identified and implemented

4.5

Flight progress and effect of countermeasures are monitored and assessed to ensure a safe outcome

4.6

Alternative countermeasures are identified and implemented, and effectiveness of countermeasures are re-evaluated for effectiveness

5

Recognise and manage actual and potential errors

5.1

Checklists and standard operating procedures are implemented to prevent aircraft handling, procedural or communications errors

5.2

Committed errors are identified and responded to before aircraft enters an undesired state

5.3

Aircraft systems are monitored using a systematic scan technique to collect and analyse flight information for potential or actual error recognition purposes

5.4

Flight operating environment is monitored to collect and analyse flight information for potential or actual error recognition purposes

5.5

Individual or team performance is monitored to recognise potential or actual error occurrence

5.6

Countermeasure implementation and supervision are undertaken to prevent errors before aircraft enters an undesired state

5.7

Countermeasure implementation and supervision are undertaken to correct errors after aircraft enters an undesired state

6

Recognise and manage undesired aircraft states

6.1

Undesired aircraft states are recognised

6.2

Individual and team flight support tasks are prioritised to ensure an undesired aircraft state is managed effectively

6.3

Corrective actions to assist flight crew recover from an undesired aircraft state are applied in a safe and timely manner

6.4

Undesired aircraft states are reported and recorded as required in accordance with applicable workplace procedures

7

Assess situations and make decisions

7.1

Problems affecting flight performance are identified and analysed

7.2

Potential solutions to flight performance problems are identified

7.3

Potential solutions and risks are assessed

7.4

Course of action is determined and communicated to flight crew, passengers and/or other personnel, as required

7.5

Tasks are allocated and actioned to implement optimal course of action outcomes

7.6

Tasks are monitored for progress against determined course of action

7.7

Plan is re-evaluated as required to achieve optimal outcomes

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

accepting responsibility for flight dispatch operational outcomes

accepting responsibility for own performance

applying effective listening techniques

applying effective questioning techniques to obtain information and clarify information while communicating with others

applying precautions and required action to minimise, control or eliminate identified hazards

applying relevant legislation and workplace procedures

determining and implementing appropriate threat and error countermeasures

giving and receiving instructions related to managing human factors in flight dispatch operations

identifying symptoms of deterioration in own physiological condition that might endanger the safety of aviation operations and taking appropriate corrective action

implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations

maintaining compliance with relevant regulatory requirements including avoiding alcohol and drugs before and when conducting flight dispatch operations

making timely operational decisions

managing and controlling stress before and when conducting flight dispatch operations

managing contingency flight dispatch operations:

abnormal situations

emergency conditions

managing lifestyle aspects that may impact on personal performance

modifying activities depending on workplace contingencies, situations and environments

monitoring aircraft flight path and flight support systems to achieve desired performance using a systematic scan technique

operating and adapting to differences in communications equipment in accordance with standard operating procedures

operating effectively as a flight dispatch team member

planning own work, predicting consequences and identifying improvements

reporting or rectifying human factors that may occur, in accordance with regulatory requirements and workplace procedures

reading, interpreting and following relevant regulations, instructions, procedures, information and signs

responding appropriately to cultural differences in the workplace

responding appropriately to feedback from other flight dispatchers or flight crew

reporting and rectifying identified problems, faults or malfunctions promptly in accordance with workplace procedures

selecting and using appropriate flight support instruments, displays, communications equipment and aids

setting priorities and task management

taking initiatives and responding to changing conditions

using appropriate normal, abnormal and emergency aviation terminology

working collaboratively with others when managing human factors in flight dispatch operations

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:

aspects of lifestyle that may adversely influence personal physiological condition

aspects of lifestyle that may adversely influence personal psychological condition

aspects of flight dispatch team operations that can prevent an undesired aircraft state

effective communication techniques during normal, abnormal and emergency flight dispatch situations:

verbal and non-verbal communication

one and two-way communication

effects of different communication styles

miscommunication (including cultural differences)

effective decisionmaking processes:

identify problems and causal factors

assess component parts systematically and logically

employ analytical techniques to identify solutions and consider the value and implications of each

generate solutions and/or alternative courses of action

assess alternative solutions and risks with other flight dispatch team members

determine course of action

communicate decision and delegate tasks to flight crew

monitor progress against agreed plan

evaluate decisions in accordance with changing circumstances

ensure decision making is improvement-focused and directed towards achieving optimum outcomes

effects of stress on personal performance and ways of managing and controlling the various stressors that may impact on aviation operations:

concepts of fatigue

environmental stress symptoms, causes and effects

ergonomics of control systems and instruments

principles of stress management

short- and long-term stressor effects on performance

stress and arousal interaction

flight dispatch team coordination principles:

assertion skills

barriers to effective communication

decision-making processes:

communication – attitude

personality

judgement

leadership styles

leadership qualities

listening skills

poor team coordination

verbal and non-verbal communication influences

human factors that may influence personal performance during flight dispatch operations

judgment and decision making:

aviation judgment concepts:

types of judgment

motor skills and human factors

aeronautical decision making:

decision-making concepts

pilot responsibilities

behavioural aspects

identifying hazardous attitudes:

physical factors

psychological factors

social influences and interface between people

flight support operations judgment awareness:

risk assessment

flight dispatcher stress management

applying decision-making concepts:

practical application

managing resources

safety awareness

leadership, style of management:

concern for performance

concern for people

democratic versus autocratic style

encouraging inputs and feedback

optimising flight crew performance in flight

correcting crew coordination deficiencies

normal and emergency decision-making models to flight dispatch operations:

gather, review, assess, decide, evaluate (GRADE)

relay, advise, indicate, solution, emergency (RAISE)

relevant sections of Civil Aviation Safety Regulations (CASRs) and Civil Aviation Orders related to human factors and non-technical skills

relevant sections of CASRs and Civil Aviation Orders related to threat and error management (TEM)

recognition techniques and management strategies for:

actual and potential threats

actual and potential errors

undesired aircraft states

situational awareness models to identify real or potential environmental or operational threats to aviation safety:

perception

comprehension

projection

task management:

workload organisation and priority setting to ensure optimum safe outcome of a flight

event planning to occur in a logical and sequential manner

anticipating events to ensure sufficient opportunity is available for completion

using technology to reduce workload and improve cognitive and manipulative activities

task prioritisation and protection while filtering and managing real time information

TEM model:

principles and components of TEM

definition of threats

definition of errors

undesired aircraft states

TEM countermeasures.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in simulated workplace operational situations that reflect workplace conditions.

Resources for assessment must include access to:

a range of relevant exercises, case studies and/or simulations

acceptable means of simulation assessment

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Manage personal performance

1.1

Pre- and post-operational personal condition is managed to ensure safe and effective performance

1.2

Individual performance when conducting flight dispatch operations is monitored against workplace standards, procedures and requirements

1.3

Degradation of physiological condition is recognised and appropriate strategies are implemented to ensure a safe outcome of flight dispatch operations

1.4

Degradation of psychological condition is recognised and appropriate strategies are implemented to ensure a safe outcome of flight dispatch operations

1.5

Sources of stress are identified and managed to maintain a safe aviation operating environment

1.6

Limitations to personal performance are communicated to team to maintain a safe flight dispatch operating environment

2

Maintain situational awareness

2.1

Flight dispatch support systems are monitored using a systematic scan technique

2.2

Information is collected to facilitate ongoing system management

2.3

Flight environment is monitored for deviations from planned operations

2.4

Hazards are identified, risks are assessed and hazard management is implemented

2.5

Flight environment information is collected to update flight support operating environment

3

Maintain effective communications and interpersonal relationships

3.1

Effective and efficient communications and interpersonal relationships are established and maintained with all stakeholders to ensure optimum outcome of a flight

3.2

Effective listening skills are applied

3.3

Questions are used to gain additional information and to clarify understanding

3.4

Responses are sought and provided to others in a timely manner

3.5

Information received is clarified as required, interpreted, and accurately communicated or reported with due observation of ethics and protocols required of the operational environment

3.6

Flight support objectives are defined and explained to stakeholders including other team members, flight operations supervisors and flight crew

3.7

Communication is undertaken in varying situations with culturally diverse, familiar and unfamiliar individuals, teams and crews

3.8

Appropriate protocols and procedures are followed when using communications systems during routine and contingency flight dispatch operations

3.9

Appropriate levels of assertiveness are applied that ensure optimum completion of a flight

4

Recognise and manage actual and potential threats

4.1

Potential environmental or operational threats that are likely to affect flight safety are identified

4.2

Actual environmental or operational threats that affect flight safety are identified

4.3

Competing operational priorities and task demands that may represent a threat to flight safety are identified

4.4

Countermeasures to manage threats are identified and implemented

4.5

Flight progress and effect of countermeasures are monitored and assessed to ensure a safe outcome

4.6

Alternative countermeasures are identified and implemented, and effectiveness of countermeasures are re-evaluated for effectiveness

5

Recognise and manage actual and potential errors

5.1

Checklists and standard operating procedures are implemented to prevent aircraft handling, procedural or communications errors

5.2

Committed errors are identified and responded to before aircraft enters an undesired state

5.3

Aircraft systems are monitored using a systematic scan technique to collect and analyse flight information for potential or actual error recognition purposes

5.4

Flight operating environment is monitored to collect and analyse flight information for potential or actual error recognition purposes

5.5

Individual or team performance is monitored to recognise potential or actual error occurrence

5.6

Countermeasure implementation and supervision are undertaken to prevent errors before aircraft enters an undesired state

5.7

Countermeasure implementation and supervision are undertaken to correct errors after aircraft enters an undesired state

6

Recognise and manage undesired aircraft states

6.1

Undesired aircraft states are recognised

6.2

Individual and team flight support tasks are prioritised to ensure an undesired aircraft state is managed effectively

6.3

Corrective actions to assist flight crew recover from an undesired aircraft state are applied in a safe and timely manner

6.4

Undesired aircraft states are reported and recorded as required in accordance with applicable workplace procedures

7

Assess situations and make decisions

7.1

Problems affecting flight performance are identified and analysed

7.2

Potential solutions to flight performance problems are identified

7.3

Potential solutions and risks are assessed

7.4

Course of action is determined and communicated to flight crew, passengers and/or other personnel, as required

7.5

Tasks are allocated and actioned to implement optimal course of action outcomes

7.6

Tasks are monitored for progress against determined course of action

7.7

Plan is re-evaluated as required to achieve optimal outcomes

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Operational threats include one or more of the following:

events or errors that:

occur outside the influence of the flight crew

increase the operational complexity of the flight

require crew attention and management if safety margins are to be maintained

Errors must include one or more of the following:

individual or group actions or inactions that:

lead to a deviation from individual, group or organisational intentions or expectations

reduce safety margins

increase the probability of adverse operational events on the ground and/or during flight

Undesired aircraft states must include one or more of the following:

incorrect aircraft systems configuration associated with a reduced margin of safety

inappropriate flight mode awareness and selection

misapplication of flight controls

pilot induced aircraft position

pilot induced speed deviation

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

accepting responsibility for flight dispatch operational outcomes

accepting responsibility for own performance

applying effective listening techniques

applying effective questioning techniques to obtain information and clarify information while communicating with others

applying precautions and required action to minimise, control or eliminate identified hazards

applying relevant legislation and workplace procedures

determining and implementing appropriate threat and error countermeasures

giving and receiving instructions related to managing human factors in flight dispatch operations

identifying symptoms of deterioration in own physiological condition that might endanger the safety of aviation operations and taking appropriate corrective action

implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations

maintaining compliance with relevant regulatory requirements including avoiding alcohol and drugs before and when conducting flight dispatch operations

making timely operational decisions

managing and controlling stress before and when conducting flight dispatch operations

managing contingency flight dispatch operations:

abnormal situations

emergency conditions

managing lifestyle aspects that may impact on personal performance

modifying activities depending on workplace contingencies, situations and environments

monitoring aircraft flight path and flight support systems to achieve desired performance using a systematic scan technique

operating and adapting to differences in communications equipment in accordance with standard operating procedures

operating effectively as a flight dispatch team member

planning own work, predicting consequences and identifying improvements

reporting or rectifying human factors that may occur, in accordance with regulatory requirements and workplace procedures

reading, interpreting and following relevant regulations, instructions, procedures, information and signs

responding appropriately to cultural differences in the workplace

responding appropriately to feedback from other flight dispatchers or flight crew

reporting and rectifying identified problems, faults or malfunctions promptly in accordance with workplace procedures

selecting and using appropriate flight support instruments, displays, communications equipment and aids

setting priorities and task management

taking initiatives and responding to changing conditions

using appropriate normal, abnormal and emergency aviation terminology

working collaboratively with others when managing human factors in flight dispatch operations

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:

aspects of lifestyle that may adversely influence personal physiological condition

aspects of lifestyle that may adversely influence personal psychological condition

aspects of flight dispatch team operations that can prevent an undesired aircraft state

effective communication techniques during normal, abnormal and emergency flight dispatch situations:

verbal and non-verbal communication

one and two-way communication

effects of different communication styles

miscommunication (including cultural differences)

effective decisionmaking processes:

identify problems and causal factors

assess component parts systematically and logically

employ analytical techniques to identify solutions and consider the value and implications of each

generate solutions and/or alternative courses of action

assess alternative solutions and risks with other flight dispatch team members

determine course of action

communicate decision and delegate tasks to flight crew

monitor progress against agreed plan

evaluate decisions in accordance with changing circumstances

ensure decision making is improvement-focused and directed towards achieving optimum outcomes

effects of stress on personal performance and ways of managing and controlling the various stressors that may impact on aviation operations:

concepts of fatigue

environmental stress symptoms, causes and effects

ergonomics of control systems and instruments

principles of stress management

short- and long-term stressor effects on performance

stress and arousal interaction

flight dispatch team coordination principles:

assertion skills

barriers to effective communication

decision-making processes:

communication – attitude

personality

judgement

leadership styles

leadership qualities

listening skills

poor team coordination

verbal and non-verbal communication influences

human factors that may influence personal performance during flight dispatch operations

judgment and decision making:

aviation judgment concepts:

types of judgment

motor skills and human factors

aeronautical decision making:

decision-making concepts

pilot responsibilities

behavioural aspects

identifying hazardous attitudes:

physical factors

psychological factors

social influences and interface between people

flight support operations judgment awareness:

risk assessment

flight dispatcher stress management

applying decision-making concepts:

practical application

managing resources

safety awareness

leadership, style of management:

concern for performance

concern for people

democratic versus autocratic style

encouraging inputs and feedback

optimising flight crew performance in flight

correcting crew coordination deficiencies

normal and emergency decision-making models to flight dispatch operations:

gather, review, assess, decide, evaluate (GRADE)

relay, advise, indicate, solution, emergency (RAISE)

relevant sections of Civil Aviation Safety Regulations (CASRs) and Civil Aviation Orders related to human factors and non-technical skills

relevant sections of CASRs and Civil Aviation Orders related to threat and error management (TEM)

recognition techniques and management strategies for:

actual and potential threats

actual and potential errors

undesired aircraft states

situational awareness models to identify real or potential environmental or operational threats to aviation safety:

perception

comprehension

projection

task management:

workload organisation and priority setting to ensure optimum safe outcome of a flight

event planning to occur in a logical and sequential manner

anticipating events to ensure sufficient opportunity is available for completion

using technology to reduce workload and improve cognitive and manipulative activities

task prioritisation and protection while filtering and managing real time information

TEM model:

principles and components of TEM

definition of threats

definition of errors

undesired aircraft states

TEM countermeasures.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in simulated workplace operational situations that reflect workplace conditions.

Resources for assessment must include access to:

a range of relevant exercises, case studies and/or simulations

acceptable means of simulation assessment

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.