REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge

Relevant state and territory regulations and requirements pertaining to revenue protection

Relevant OHampS and environmental protection procedures and guidelines

Details of onboard services provided to customers

Organisations transport services

Procedures for the use of communications equipment

Fare structures

Concessional privileges

Timetables

Organisational policies and procedures

Customer service requirements

Services for customers with disabilities

Typical problems that can occur when providing onboard services to customers and related appropriate action that can be taken to prevent or solve them

Required skills

Communicate effectively with others when providing onboard services to customers

Handle and resolve conflict and grievance situations that may arise during the provision of onboard services to customers

Read and interpret instructions procedures information and signs relevant to the provision of onboard services to customers

Interpret and follow operational instructions and prioritise work

Complete documentation related to the provision of onboard services to customers

Operate electronic communication equipment to required protocol

Work collaboratively with others when providing onboard services to customers

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

Promptly report andor rectify any identified problems faults or malfunctions that may occur when providing onboard services to customers in accordance with workplace procedures

Implement contingency plans for unanticipated situations that may arise when providing onboard services to customers

Apply precautions and required action to minimise control or eliminate hazards that may exist during the provision of onboard services to customers

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies risk situations and environments

Complete transactions and revenue protection activities during the provision of onboard services to customers

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

Operate and adapt to differences in equipment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OHampS standards

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 and 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 andor equipment andor

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 appropriately simulated activities at the registered training organisation andor

in an appropriate range of situations in the workplace

Operations may be conducted:

Equipment may include:

On-board service applies to:

Customers with special needs include:

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

Information/documents may include:

Applicable regulations and legislation may include: