The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

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

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to cabin operations

Relevant OH&S regulations

Relevant customs, quarantine, equal opportunity and anti-discrimination regulations

Airline structure, products, policies, procedures and service standards

Cabin product and service procedures

Importance of customer service to airline and to individual crew responsibility

Airline standards, principles and philosophies for providing quality customer service to passengers

Relevant airline divisional business plans

Needs and expectations of different types of customers, including internal and external customers

Customer service records/documentation

Appropriate service to customers with a range of disabilities and special needs

Cabin features and amenities for various types of aircraft

Features, amenities and departure gate locations of terminals at designated airports

Risks that exist when providing customer service to passengers on aircraft flights and related risk control procedures and precautions

Problems that may occur when providing customer service to passengers on aircraft flights and appropriate action that should be taken in each case

Complaint handling procedures

Service quality and continuous improvement principles

Required skills:

Communicate effectively with others when providing leadership and supervising cabin operations

Read and interpret instructions, regulations, procedures and other information relevant to cabin operations and customer service

Interpret and follow operational instructions and prioritise work

Complete documentation related to supervising cabin operations

Operate electronic communication equipment to required protocol

Work collaboratively with others when supervising cabin operations

Adapt appropriately to cultural differences in the workplace, including modes of behaviour, communication and interactions with others

Promptly report and/or rectify any identified problems that may occur when supervising cabin operations in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when supervising cabin operations

Apply precautions and required action to minimise, control or eliminate hazards that may exist when supervising cabin operations

Monitor and anticipate operational problems and hazards and take appropriate action

Monitor work activities in terms of planned schedule

Modify activities dependent on differing workplace contingencies, situations and environments

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

Adapt to differences in equipment and operating environment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OH&S standards

Implement OH&S procedures and relevant regulations

Identify and correctly use equipment required when supervising cabin operations

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Supervision of cabin operations may be provided:

by day or night

on international, domestic and regional flights or at airports

for both short and/or long haul services

in any category of service, including economy, business class, first class

in accordance with enterprise and operational requirements

Customers may include:

internal and external customers

passengers

unaccompanied minors

customers with babies or small children

customers with a range of disabilities, including hearing and sight impairment

customers with special dietary and other needs

non-English speaking customers

customers with a range of cultural and religious backgrounds

elderly customers

Performance may be demonstrated:

in an appropriately simulated workplace situation

at an operational airport

Problems during supervision of cabin operations may include:

delayed or cancelled flight

faulty equipment

use of technical devices

passenger or staff illness

Persons consulted may include:

other cabin crew and flight crew members

ground staff

catering staff

aircraft resourcing staff

technical staff

Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

local instructions

Information/documents may include:

sections of Civil Aviation Safety Regulations and Civil Aviation Orders relevant to cabin operations

airline boarding manifests, procedures and instructions and job specifications including both manual and computerised processes where applicable

workplace supervision and customer service standards, policies and procedures

lists of items prohibited for carriage on aircraft

cabin operations, customer service and other operational manuals

emergency procedures

flight passenger schedules

information on terminal facilities, club lounges and departure gates

induction and training materials

conditions of service, legislation and industrial agreements including workplace agreements and awards

Cabin Crew Feedback Form

Applicable regulations and legislation may include:

relevant Civil Aviation Safety Regulations and Civil Aviation Orders

relevant OH&S legislation

environmental protection legislation

equal opportunity and anti-discrimination legislation

relevant customs and quarantine regulations

relevant Australian standards

industrial relations and workplace compensation legislation