Assessor Resource

TLIJ4010A
Implement quality systems and procedures in a dangerous goods workplace

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies to those working in the heavy recovery industry. It does not include salvage operations.

This unit involves the skills and knowledge required to implement quality systems and procedures to meet customer needs in a dangerous goods workplace.

Licensing, legislative, regulatory and certification requirements are applicable to this unit.

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

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



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.

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment section in Section B of the accreditation submission.

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:

knowledge of organisational procedures within job function

rectifying a complaint using workplace policy and procedures

demonstrating effective customer service within the dangerous goods industry at a customer’s site

identifying good customer service with the dangerous goods industry

Context of and specific resources for assessment

Assessment must ensure access to:

tools, equipment and personal protective equipment (PPE) currently used in the dangerous goods industry

relevant and current regulatory and equipment documentation that impacts on work activities as it applies to the dangerous goods industry

Method of assessment

Practical assessment must occur:

through activities in an appropriately simulated environment consistent with current industry practice, and/or

in an appropriate range of situations in the workplace

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended

In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge

Assessment processes and techniques must be appropriate to the language and literacy capacity of the candidate and the work being performed

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.

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

Required knowledge:

Relevant federal, state and territory standards, regulations and codes of practice

OH&S procedures and guidelines relevant to workplace operations

Relevant dangerous goods information pertaining to the relevant workplace

Workplace driving and operational instructions

Enhancements available to customers in relation to dangerous goods quality service

Required level of quality and safety for relevant workplace requirements

Role of customer service in company profitability

Requirements of workplace systems and operations and relevant equipment

Required skills:

Communicate effectively with others when implementing quality customer service in the dangerous goods industry

Interpret and follow operational instructions as they apply to the dangerous goods industry

Apply relevant agreements, codes of practice and other legislative requirements to work processes

Identify and correctly use equipment, processes and procedures

Implement contingency plans for unanticipated situations that may occur when implementing quality procedures in the dangerous goods workplace

Adapt appropriately to cultural differences in the workplace and with customers, including behaving appropriately when implementing quality service in the dangerous goods industry

Operate electronic communication equipment to required protocol

Complete documentation related to the implementation of quality customer service in the dangerous goods industry

Apply precautions and required action to minimise, control or eliminate hazards that may occur when working in the dangerous goods industry

RANGE STATEMENT

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the Performance Criteria is detailed below. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Customers include:

suppliers

receivers

contractors

general public

Communication techniques include:

telephone

two-way radio

email

fixed phone

mobile phone

faxes

internet

oral, aural, or signed communications

Organisational documentation includes:

transport emergency response plan (TERP)

standard operating procedures (SOP)

emergency procedures guide (EPG)

emergency information procedure (EIP)

Documentation and records include:

transport regulations as they apply to the enterprise, including local authority regulations and procedures

workplace policies and procedures

relevant Australian standards and certification requirements

relevant internal data entry books, including log books, data sheets and load sheets

TERP

Applicable legislative procedures and codes include:

Australian code for the transport of dangerous goods by road or rail: the current Australian Dangerous Goods (ADG) Code

relevant state and territory:

roads and traffic authority driving regulations and licence or permit requirements pertaining to operating heavy vehicles on unsealed roads

road rules

OH&S legislation

fatigue management regulations

environmental protection legislation and regulations

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
Customer service is provided promptly to meet customer needs in accordance with organisational procedures 
Suggestions and complaints are treated positively and politely 
Opportunities to enhance the quality of services are identified and used 
Site procedures are carried out in a timely and professional manner in accordance with organisational requirements 
Alternative arrangements are negotiated with customers where previously arranged commitments cannot be met in accordance with organisational requirements 
Operations and services are provided to satisfy customer delivery, quantity and cost requirements 
Information and advice given are accurate and in line with organisational procedures 
Information that affects customers and the efficiency of operations and services is passed to the appropriate people 
Factors that may disrupt operations and services are noted and appropriate measures are taken to minimise their effect 
Systems to monitor quantity, quality, cost and time specification for service product delivery are correctly implemented and maintained 
All information relating to work activities is confirmed or clarified with appropriate people as required 
Customer complaints are handled courteously in accordance with organisational procedures 
Nature and details of the customer’s complaint are established and agreed on 
Action to resolve the customer’s complaint is taken wherever possible 
Unresolved customer complaints are referred to a higher authority 
All associated documentation is accurately completed in accordance with organisational procedures 
Company uniform is maintained to present an appropriate image in accordance with organisational requirements 
Specific presentation requirements are maintained in accordance with organisational requirements 
Truck and equipment are kept clean, tidy and uncluttered in accordance with organisational requirements 
Professional ethics are maintained to enhance customer commitment 
Image and good standing are maintained by taking timely actions with customers in accordance with organisational requirements 
Effective service environment is created through appropriate communication techniques 
Communication equipment is used effectively and efficiently in accordance with organisational procedures 

Forms

Assessment Cover Sheet

TLIJ4010A - Implement quality systems and procedures in a dangerous goods workplace
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

TLIJ4010A - Implement quality systems and procedures in a dangerous goods workplace

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: