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Elements and Performance Criteria

1. Identify, supervise and action emergency procedures
   • Emergency situation type is recognised and reported to appropriate personnel
   • Emergency procedures are actioned in accordance with aviation enterprise and regulatory requirements
   • Safety checks are implemented in accordance with aviation enterprise and regulatory requirements
2. Assess and respond to emergency first aid situations
   • Emergency first aid situations are quickly recognised and reported to appropriate personnel
   • First aid situation is assessed and a prompt decision is made following liaison with appropriate personnel and/or crew
   • Appropriate assistance from emergency services/colleagues/customers is organised
3. Provide appropriate treatment
   • Assessment of patient’s physical condition from visible vital signs is undertaken in liaison with appropriate personnel and/or crew
   • First aid is provided, in accordance with aviation enterprise policy
4. Monitor and respond to airborne incidents
   • Back-up medical or emergency services appropriate to the incident are notified in liaison with appropriate personnel and/or crew
   • Situation is constantly monitored and appropriate adjustments to cabin service and security are made
   • Appropriate incident handling techniques for incident type are used in accordance with regulatory requirements and aviation enterprise policy and procedure
   • Emergency equipment appropriate to incident type is chosen and used in accordance with manufacturer and workplace procedures
5. Maintain safety and security records
   • All required documentation relating to safety, security and first aid incidents is accurately completed and provided to appropriate personnel
   • Feedback to improve safety and security processes is provided to appropriate personnel

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.
Incident type must include one or more of the following:	aggressive or violent customers incidents at domestic or international destinations incidents classified as unlawful interference with aviation industrial disputes affecting crew intoxicated customers
Emergency situation type must include one or more of the following:	evacuation fire hijack injury to or illness of crew or customer
Emergency equipment must include:	firefighting equipment first aid equipment general safety equipment oxygen equipment

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Performance Evidence

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

adapting to differences in equipment and operating environment in accordance with standard operating procedures applying relevant legislation and workplace procedures communicating effectively with others completing relevant documentation identifying and correctly using relevant equipment implementing contingency plans implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations modifying activities depending on workplace contingencies, situations and environments monitoring and anticipating operational problems and hazards and taking appropriate action monitoring work activities in terms of planned schedule operating electronic communications equipment to required protocol reading, interpreting and following relevant instructions, regulations, procedures, information and signs reporting and/or rectifying problems, faults or malfunctions promptly, in accordance with workplace procedures responding appropriately to cultural differences in the workplace selecting and using required personal protective equipment conforming to industry and WHS/OHS standards using medical equipment appropriately in accordance with manufacturer instructions and aviation enterprise policy working collaboratively with others working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

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Knowledge Evidence

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

aviation enterprise emergency procedures aviation enterprise leadership principles aviation enterprise structure, products, policies, procedures and service standards appropriate service for customers with a range of disabilities and specific needs cabin features and amenities for various types of aircraft cabin first aid procedures complaint handling procedures customer service records and documentation features, amenities and departure gate locations of terminals at designated airports individual crew responsibilities related to cabin safety and security needs and expectations of different types of customers, including internal and external customers people to be consulted about cabin security and safety: aircraft resourcing staff catering staff emergency services staff ground staff other cabin crew and flight crew members security staff technical staff problems that may occur when providing customer service to passengers on aircraft flights and appropriate action that should be taken in each case relevant aviation enterprise divisional business plans relevant customs, quarantine, equal opportunity and anti-discrimination regulations relevant WHS/OHS regulations relevant sections of Civil Aviation Safety Regulations (CASRs) and Civil Aviation Orders pertaining to emergency procedures risks that exist when providing customer service to passengers on aircraft flights and related risk control procedures and precautions service quality and continuous improvement principles unlawful interference with aviation incidents and response actions relevant to own role: causing damage to an aircraft that is in service that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk committing an act at an airport, or causing any interference or damage, that puts the safe operation of the airport, or the safety of any person at the airport, at risk destroying an aircraft that is in service doing anything on board an aircraft that is in service that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk placing, or causing to be placed, on board an aircraft that is in service anything that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk putting the safety of an aircraft at risk by communicating false or misleading information putting the safety of aircraft at risk by interfering with, damaging or destroying air navigation facilities taking control of an aircraft by force, or threat of force, or any other form of intimidation or by any trick or false pretence use of cabin medical equipment.

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