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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. Monitor passenger behaviour
2. Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour
3. Potential problem situations are quickly identified and steps are taken to defuse the situation in accordance with agreed procedures
4. Incidents that breach legislation are identified and appropriate action is taken
5. Surveillance equipment is operated within legal and workplace parameters
6. Identify and resolve disruptive/unlawful activity
7. Nature of disruptive/unlawful behaviour is accurately assessed and, where possible, conflict is resolved using relevant conflict resolution strategies
8. Hazards are identified, risks are assessed and control measures are implemented
9. Procedures are followed to isolate offender/s and to minimise disruption to other passengers where appropriate
10. Assistance is sought from other staff and external support services as required
11. Situation is resolved and follow-up action is implemented in accordance with appropriate workplace rules, regulations and guidelines
12. Take action to control unlawful behaviour
13. Nature of offence and behavioural consequences are clearly communicated to offender/s
14. Staff involvement in apprehending offender/s is undertaken within legal and workplace parameters
15. Report and document incident/s
16. Incidents are reported using appropriate document format in accordance with workplace policies and procedures
17. Documentation is drafted in accordance with workplace rules, regulations and guidelines

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:

applying precautions and required action to minimise, control or eliminate identified hazards applying relevant legislation and workplace procedures communicating and negotiating effectively with others when managing disruptive and unlawful behaviour on transport systems completing relevant documentation identifying and correctly using equipment, processes and procedures interpreting and following operational instructions and prioritising work monitoring work activities in terms of planned schedule operating electronic communications equipment to required protocol reading and interpreting relevant instructions, procedures, guidelines and information reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures resolving conflict situations working collaboratively with others working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

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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:

by-laws and service rules as they apply to disruptive behaviour on transport systems common law as it applies to disruptive and unlawful behaviour on transport systems customer service requirements legal and workplace parameters with regard to unlawful behaviour procedures for managing disruptive and unlawful behaviour relevant state/territory regulations and requirements for managing disruptive and unlawful behaviour on transport systems risks and hazards when managing disruptive behaviour on transport systems and related precautions to control the risk transport services provided typical problems that can occur when managing disruptive and unlawful behaviour on transport systems and appropriate action that can be taken to prevent or solve these problems.

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