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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Plan a journey using public transport
   • Sources of current, accurate and relevant public transport information are identified and accessed to respond to customer needs
   • Modes, connections, interchanges and tickets to complete a journey are identified for planned customer destination
   • Major destinations, attractions and public facilities, and their proximity to public transport are identified and located in relation to customer needs or requests
   • Information and/or advice provided to customers is reviewed regularly to ensure currency and accessibility
2. Provide information and advice to customers
   • Specific information and advice needs of customers are accurately identified and clarified in accordance with the circumstance
   • Customers are provided with appropriate and complete information that effectively covers their needs
   • Information and/or advice is presented in a respectful format, manner and style
   • Information and/or advice is regularly reviewed to ensure customers can confirm that information given satisfies their enquiry

Range Statement

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.

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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 and performance criteria on at least one occasion and include:

accessing, reading, interpreting and applying relevant instructions, timetables and workplace operating procedures communicating and interacting effectively with customers researching relevant data reviewing customer needs and confirming they have been addressed reviewing relevant infotechnology customer travel information selecting and utilising ticket validating equipment and communications technology solving and/or reporting identified problems promptly.

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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 and performance criteria and include knowledge of:

concessional privileges emergency management and service disruption workplace procedures factors that can influence verbal communication location of online information services including: infotechnology information/format links tracking technology major destinations, attractions and public facilities major public transport connections, interchanges, stations, tram and bus terminals modes of public transport out of hours services procedures for reviewing information and advice relevant customer travel workplace procedures standard operating hours strategies for clarifying and confirming customer needs ticket and ticket structures including points and methods of purchase travel zones vehicle types and capacity.

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