Assessor Resource

TLIO3012
Manage disruptive and/or unlawful behaviour

Assessment tool

Version 1.0
Issue Date: April 2024


This unit involves the skills and knowledge required to manage disruptive and/or unlawful behaviour on transport systems.

It includes monitoring passenger behaviour, identifying and attending to disruptive/unlawful activity, taking appropriate action to control disruptive/unlawful behaviour, and reporting and documenting incident/s.

Work must be carried out in accordance with relevant state/territory authority regulations for managing disruptive and/or unlawful behaviour on transport systems.

While work is performed individually, skills are required to work 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 describe the essential outcomes.

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

1

Monitor passenger behaviour

1.1

Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour

1.2

Potential problem situations are quickly identified and steps are taken to defuse the situation in accordance with agreed procedures

1.3

Incidents that breach legislation are identified and appropriate action is taken

1.4

Surveillance equipment is operated within legal and workplace parameters

2

Identify and resolve disruptive/unlawful activity

2.1

Nature of disruptive/unlawful behaviour is accurately assessed and, where possible, conflict is resolved using relevant conflict resolution strategies

2.2

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

2.3

Procedures are followed to isolate offender/s and to minimise disruption to other passengers where appropriate

2.4

Assistance is sought from other staff and external support services as required

2.5

Situation is resolved and follow-up action is implemented in accordance with appropriate workplace rules, regulations and guidelines

3

Take action to control unlawful behaviour

3.1

Assistance is sought from other staff and external support services as required

3.2

Nature of offence and behavioural consequences are clearly communicated to offender/s

3.3

Staff involvement in apprehending offender/s is undertaken within legal and workplace parameters

4

Report and document incident/s

4.1

Incidents are reported using appropriate document format in accordance with workplace policies and procedures

4.2

Documentation is drafted in accordance with workplace rules, regulations and guidelines

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:

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

applying relevant legislation and workplace procedures

communicating and negotiating effectively with others when managing disruptive and unlawful behaviour on transport systems

completing relevant documentation

identifying and correctly using equipment, processes and procedures

interpreting and following operational instructions and prioritising work

monitoring work activities in terms of planned schedule

operating electronic communications equipment to required protocol

reading and interpreting relevant instructions, procedures, guidelines and information

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

resolving conflict situations

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:

by-laws and service rules as they apply to disruptive behaviour on transport systems

common law as it applies to disruptive and unlawful behaviour on transport systems

customer service requirements

legal and workplace parameters with regard to unlawful behaviour

procedures for managing disruptive and unlawful behaviour

relevant state/territory regulations and requirements for managing disruptive and unlawful behaviour on transport systems

risks and hazards when managing disruptive behaviour on transport systems and related precautions to control the risk

transport services provided

typical problems that can occur when managing disruptive and unlawful behaviour on transport systems and appropriate action that can be taken to prevent or solve these problems.

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

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

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

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 describe the essential outcomes.

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

1

Monitor passenger behaviour

1.1

Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour

1.2

Potential problem situations are quickly identified and steps are taken to defuse the situation in accordance with agreed procedures

1.3

Incidents that breach legislation are identified and appropriate action is taken

1.4

Surveillance equipment is operated within legal and workplace parameters

2

Identify and resolve disruptive/unlawful activity

2.1

Nature of disruptive/unlawful behaviour is accurately assessed and, where possible, conflict is resolved using relevant conflict resolution strategies

2.2

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

2.3

Procedures are followed to isolate offender/s and to minimise disruption to other passengers where appropriate

2.4

Assistance is sought from other staff and external support services as required

2.5

Situation is resolved and follow-up action is implemented in accordance with appropriate workplace rules, regulations and guidelines

3

Take action to control unlawful behaviour

3.1

Assistance is sought from other staff and external support services as required

3.2

Nature of offence and behavioural consequences are clearly communicated to offender/s

3.3

Staff involvement in apprehending offender/s is undertaken within legal and workplace parameters

4

Report and document incident/s

4.1

Incidents are reported using appropriate document format in accordance with workplace policies and procedures

4.2

Documentation is drafted in accordance with workplace rules, regulations and guidelines

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:

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

applying relevant legislation and workplace procedures

communicating and negotiating effectively with others when managing disruptive and unlawful behaviour on transport systems

completing relevant documentation

identifying and correctly using equipment, processes and procedures

interpreting and following operational instructions and prioritising work

monitoring work activities in terms of planned schedule

operating electronic communications equipment to required protocol

reading and interpreting relevant instructions, procedures, guidelines and information

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

resolving conflict situations

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:

by-laws and service rules as they apply to disruptive behaviour on transport systems

common law as it applies to disruptive and unlawful behaviour on transport systems

customer service requirements

legal and workplace parameters with regard to unlawful behaviour

procedures for managing disruptive and unlawful behaviour

relevant state/territory regulations and requirements for managing disruptive and unlawful behaviour on transport systems

risks and hazards when managing disruptive behaviour on transport systems and related precautions to control the risk

transport services provided

typical problems that can occur when managing disruptive and unlawful behaviour on transport systems and appropriate action that can be taken to prevent or solve these problems.

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

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

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

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
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

Forms

Assessment Cover Sheet

TLIO3012 - Manage disruptive and/or unlawful behaviour
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

TLIO3012 - Manage disruptive and/or unlawful behaviour

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: