Assessor Resource

TLII3010
Provide travel information to customers

Assessment tool

Version 1.0
Issue Date: March 2024


This unit covers the skills and knowledge required to identify and locate major destinations, and public services, attractions and facilities, as part of providing public transport advice.

It includes responding appropriately to customer enquiries with respect to destinations, related services, facilities and ticketing.

Work involves the duties and tasks applicable to personnel working on public trams, trains and buses who may, through their duties, have contact with the public.

Work is performed under general supervision.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Plan a journey using public transport

1.1

Sources of current, accurate and relevant public transport information are identified and accessed to respond to customer needs

1.2

Modes, connections, interchanges and tickets to complete a journey are identified for planned customer destination

1.3

Major destinations, attractions and public facilities, and their proximity to public transport are identified and located in relation to customer needs or requests

1.4

Information and/or advice provided to customers is reviewed regularly to ensure currency and accessibility

2

Provide information and advice to customers

2.1

Specific information and advice needs of customers are accurately identified and clarified in accordance with the circumstance

2.2

Customers are provided with appropriate and complete information that effectively covers their needs

2.3

Information and/or advice is presented in a respectful format, manner and style

2.4

Information and/or advice is regularly reviewed to ensure customers can confirm that information given satisfies their enquiry

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

accessing, reading, interpreting and applying relevant instructions, timetables and workplace operating procedures

communicating and interacting effectively with customers

researching relevant data

reviewing customer needs and confirming they have been addressed

reviewing relevant infotechnology customer travel information

selecting and utilising ticket validating equipment and communications technology

solving and/or reporting identified problems promptly.

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

concessional privileges

emergency management and service disruption workplace procedures

factors that can influence verbal communication

location of online information services including:

infotechnology information/format

links

tracking technology

major destinations, attractions and public facilities

major public transport connections, interchanges, stations, tram and bus terminals

modes of public transport

out of hours services

procedures for reviewing information and advice

relevant customer travel workplace procedures

standard operating hours

strategies for clarifying and confirming customer needs

ticket and ticket structures including points and methods of purchase

travel zones

vehicle types and capacity.

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 must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

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.

Resources for assessment include:

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

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

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


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Plan a journey using public transport

1.1

Sources of current, accurate and relevant public transport information are identified and accessed to respond to customer needs

1.2

Modes, connections, interchanges and tickets to complete a journey are identified for planned customer destination

1.3

Major destinations, attractions and public facilities, and their proximity to public transport are identified and located in relation to customer needs or requests

1.4

Information and/or advice provided to customers is reviewed regularly to ensure currency and accessibility

2

Provide information and advice to customers

2.1

Specific information and advice needs of customers are accurately identified and clarified in accordance with the circumstance

2.2

Customers are provided with appropriate and complete information that effectively covers their needs

2.3

Information and/or advice is presented in a respectful format, manner and style

2.4

Information and/or advice is regularly reviewed to ensure customers can confirm that information given satisfies their enquiry

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

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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

accessing, reading, interpreting and applying relevant instructions, timetables and workplace operating procedures

communicating and interacting effectively with customers

researching relevant data

reviewing customer needs and confirming they have been addressed

reviewing relevant infotechnology customer travel information

selecting and utilising ticket validating equipment and communications technology

solving and/or reporting identified problems promptly.

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

concessional privileges

emergency management and service disruption workplace procedures

factors that can influence verbal communication

location of online information services including:

infotechnology information/format

links

tracking technology

major destinations, attractions and public facilities

major public transport connections, interchanges, stations, tram and bus terminals

modes of public transport

out of hours services

procedures for reviewing information and advice

relevant customer travel workplace procedures

standard operating hours

strategies for clarifying and confirming customer needs

ticket and ticket structures including points and methods of purchase

travel zones

vehicle types and capacity.

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 must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

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.

Resources for assessment include:

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

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

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

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Sources of current, accurate and relevant public transport information are identified and accessed to respond to customer needs 
Modes, connections, interchanges and tickets to complete a journey are identified for planned customer destination 
Major destinations, attractions and public facilities, and their proximity to public transport are identified and located in relation to customer needs or requests 
Information and/or advice provided to customers is reviewed regularly to ensure currency and accessibility 
Specific information and advice needs of customers are accurately identified and clarified in accordance with the circumstance 
Customers are provided with appropriate and complete information that effectively covers their needs 
Information and/or advice is presented in a respectful format, manner and style 
Information and/or advice is regularly reviewed to ensure customers can confirm that information given satisfies their enquiry 

Forms

Assessment Cover Sheet

TLII3010 - Provide travel information to customers
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

TLII3010 - Provide travel information to customers

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: