REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge

Ticket and ticket structures including points and methods of purchase

Concessional privileges

Travel zones

Major public transport connections interchanges stations tram and bus terminals

Major destinations attractions and public facilities

Standard operating hours

Out of hours services

Vehicle types and capacity

Modes of public transport

Location of online information services

Factors that can influence verbal communication

Procedures for reviewing information and advice

Strategies for clarifying and confirming customer needs

Operational procedures

Required skills

Communicate effectively when providing travel information to customers

Access read interpret and apply instructions timetables and standard operating procedures relevant to the provision of travel information to customers

Research relevant data when providing travel information to customers

Interact with customers

Work collaboratively with others in a team

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

Promptly solve andor report any identified problems when responding to customer enquiries andor travel concerns

Monitor work activities in terms of planned schedule

Work in accordance with instructions

Review customer needs and confirm they are being addressed

Modify activities depending on differing operational contingencies risk situations and environments

Work systematically with required attention to detail

Maintain currency on all operational procedures

Select and utilise ticket validating equipment and communication technology

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

Public transport information may include:

Mode of travel may include:

Destination may include:

Documentation/records may include:

Applicable legislation, regulations and codes may include: