REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge

Relevant international Australian and stateterritory regulatory requirements pertaining to the provision of transport services to persons with special needs

Relevant OHampS and environmental procedures and regulations

Implications for customer service of various types of special needs

Customer service procedures as they relate to passengers with special needs

Relevant equal opportunity privacy and antidiscrimination legislation

Any special safetysecurity regulatory requirements and procedures pertaining to the various applicable categories of persons with special needs

Duty of care responsibilities when providing transport services to passengers with various types of special needs

Products services and operations of the transport service concerned

Fare structures where relevant

Types of equipmentresources required to assist passengers with various types of special need

Risks that exist when providing services to passengers with special needs and related risk control procedures and precautions

Problems that may occur when providing transport services to passengers with special needs and appropriate action that should be taken in each case

Required skills

Communicate effectively with others when providing transport services to passengers with special needs

Interact appropriately with passengers with a range of special needs

Read and interpret instructions regulations procedures and other information relevant to the provision of transport services to passengers with special needs

Interpret and follow operational instructions and prioritise work

Complete documentation related to the provision of transport services to passengers with special needs

Operate electronic communication equipment to required protocol

Work collaboratively with others when providing transport services to passengers with special needs

Adapt appropriately to differences in the workplace including cultural differences modes of behaviour and interactions with others

Promptly report andor rectify any identified problems that may occur when providing transport services to passengers with special needs

Implement contingency plans for unexpected events that may arise when providing transport services to passengers with special needs

Apply precautions and required actions to minimise control or eliminate hazards that may exist when providing transport services to passengers with special needs

Solve problems that might arise when providing transport services to passengers with special needs

Monitor and anticipate operational problems risks and hazards and take appropriate action

Monitor work activities in terms of planned schedule

Modify activities dependent on differing workplace contingencies situations and environments

Work systematically with required attention to detail without injury to self or others or damage to goods or equipment

Adapt to differences in equipment and operating environment in accordance with standard operation procedures

Implement OHampS procedures and relevant regulations

Identify select and correctly use equipment required to provide transport services to passengers with special needs

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required knowledge and skills the range statement and the assessment guidelines for this Training Package

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 applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies andor other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials and equipment and

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

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through activities in an appropriately simulated environment at the registered training organisation andor

in an appropriate range of situations in the workplace

Passenger transport operation may be conducted:

Passengers with special needs may include:

Transport services may include:

Assistance to passengers with special needs may be provided in all customer service situations relevant to the transport mode concerned, including:

Equipment/resources required to assist passengers with various types of special need may include:

Precautions and procedures to be applied when assisting special needs passengers may include:

Depending on the type of organisation concerned and the local terminology used, workplace procedures may be referred to as:

Information/documentation may include:

Applicable regulation and legislation may include: