REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge

Relevant legislation regulations and organisational policies and procedures

Procedures for operatingusing ancillary equipment

Service timetables and network information

Availability and types of alternative service for customers with special needs

Required skills

Communicate effectively with others when transporting customers

Read and interpret instructions procedures information and signs relevant to the transporting of customers

Interpret and follow operational instructions and prioritise duties according to customer needs

Complete documentation related to the transporting of customers with special needs if applicable

Operate electronic communication equipment to required protocol

Use ancillary equipment if applicable

Work collaboratively with others when transporting passengers with special needs

Promptly report andor rectify any identified problems that may occur when transporting passengers with special needs in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unplanned events

Apply precautions and required action to minimise control or eliminate hazards that may exist during work activities

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies risk situations and environments

Adapt to differences in equipment in accordance with standard operating procedures

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

Assessment must include exercises which demonstrate competent performance of the following in a range of situations

identifying different categories of customer needs

identifying service andor operational information commonly requested by customers

identifying other types of inquiries that are likely to be made and appropriate responses

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 andor

in an appropriate range of situations in the workplace

Transporting of customers may be carried out:

Customers with special needs may include:

Service information and services provided may include:

Ancillary equipment may include:

Pre-operational visual checks may include:

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

Documentation/records may include:

Applicable procedures and codes may include: