Assessor Resource

TLIL2046
Handle customer luggage/property

Assessment tool

Version 1.0
Issue Date: March 2024


This unit involves the skills and knowledge required to handle customer luggage and property in accordance with regulatory and workplace requirements, as part of workplace activities in the transport and logistics industry.

It includes handling customer enquiries, identifying and labelling luggage/property and processing lost luggage/property.

Work is performed under some supervision, generally within a team environment.

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

Handle customer luggage/property

1.1

Customer enquiries are handled in a courteous manner and accurate advice and information is provided

1.2

Customer luggage/property is identified and labelled for correct destination and a receipt is issued in accordance with workplace procedures

1.3

Luggage/property conveyance is arranged and correct handling procedures for different categories of luggage are taken into account

1.4

Hazards are identified, risks are assessed and control measures are implemented

1.5

Luggage is issued on presentation of customer receipt or in accordance with workplace procedures

1.6

Appropriate action is taken to ensure transfer of luggage to other transport networks, in accordance with workplace procedures

2

Process lost luggage/property

2.1

Lost luggage/property status is substantiated using appropriate enquiries

2.2

Lost luggage/property is investigated and traced in accordance with workplace procedures

2.3

Lost luggage/property records are maintained in accordance with workplace policies and procedures

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:

adapting to differences in equipment in accordance with workplace procedures

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

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

handling heavy items correctly

interpreting and following workplace procedures and prioritising work

reading and interpreting relevant instructions, procedures, information and signs

reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures

securing stored items

working collaboratively with others

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 and performance criteria and include knowledge of:

communication and negotiation requirements for handling customer luggage and/or property

documentation and record requirements for handling customer luggage and/or property

equipment and materials used for handling customer luggage and/or property, and precautions and procedures that should be followed in their use

labelling and coding systems

luggage forwarding procedures

problems that may occur when handling customer luggage and/or property and appropriate action that can be taken to resolve these problems

procedures for dealing with dangerous goods

relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental protection procedures and guidelines

transport system timetables

workplace customer service policies and procedures

workplace procedures and policies for handling customer luggage and/or property.

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

Handle customer luggage/property

1.1

Customer enquiries are handled in a courteous manner and accurate advice and information is provided

1.2

Customer luggage/property is identified and labelled for correct destination and a receipt is issued in accordance with workplace procedures

1.3

Luggage/property conveyance is arranged and correct handling procedures for different categories of luggage are taken into account

1.4

Hazards are identified, risks are assessed and control measures are implemented

1.5

Luggage is issued on presentation of customer receipt or in accordance with workplace procedures

1.6

Appropriate action is taken to ensure transfer of luggage to other transport networks, in accordance with workplace procedures

2

Process lost luggage/property

2.1

Lost luggage/property status is substantiated using appropriate enquiries

2.2

Lost luggage/property is investigated and traced in accordance with workplace procedures

2.3

Lost luggage/property records are maintained in accordance with workplace policies and procedures

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:

adapting to differences in equipment in accordance with workplace procedures

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

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

handling heavy items correctly

interpreting and following workplace procedures and prioritising work

reading and interpreting relevant instructions, procedures, information and signs

reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures

securing stored items

working collaboratively with others

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 and performance criteria and include knowledge of:

communication and negotiation requirements for handling customer luggage and/or property

documentation and record requirements for handling customer luggage and/or property

equipment and materials used for handling customer luggage and/or property, and precautions and procedures that should be followed in their use

labelling and coding systems

luggage forwarding procedures

problems that may occur when handling customer luggage and/or property and appropriate action that can be taken to resolve these problems

procedures for dealing with dangerous goods

relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental protection procedures and guidelines

transport system timetables

workplace customer service policies and procedures

workplace procedures and policies for handling customer luggage and/or property.

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
Customer enquiries are handled in a courteous manner and accurate advice and information is provided 
Customer luggage/property is identified and labelled for correct destination and a receipt is issued in accordance with workplace procedures 
Luggage/property conveyance is arranged and correct handling procedures for different categories of luggage are taken into account 
Hazards are identified, risks are assessed and control measures are implemented 
Luggage is issued on presentation of customer receipt or in accordance with workplace procedures 
Appropriate action is taken to ensure transfer of luggage to other transport networks, in accordance with workplace procedures 
Lost luggage/property status is substantiated using appropriate enquiries 
Lost luggage/property is investigated and traced in accordance with workplace procedures 
Lost luggage/property records are maintained in accordance with workplace policies and procedures 

Forms

Assessment Cover Sheet

TLIL2046 - Handle customer luggage/property
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

TLIL2046 - Handle customer luggage/property

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: