Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AVIL3002B Mapping and Delivery Guide
Complete aircraft despatch duties

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency AVIL3002B - Complete aircraft despatch duties
Description This unit involves the skills and knowledge required to complete despatch duties for a commercial aircraft flight, including providing appropriate assistance to passengers with special needs, boarding passengers, resolving boarding problems, communicating with cabin/customer service manager and command pilot/captain, processing all required paperwork and despatching the aircraft in accordance with workplace procedures and regulatory requirements. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements of the Civil Aviation Authority and other relevant regulatory authorities.Use for ADF Aviation is to be in accordance with relevant Defence Orders and Instructions and applicable CASA compliance.Work is performed under some supervision usually within a team environment.Work involves the application of operational principles and procedures, regulations, safety codes and protocols to the completion of aircraft despatch duties across a variety of operational contexts within the Australian aviation industry.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field L - Resource Management
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Provide assistance to passengers with special needs
  • Special needs passengers are identified and their boarding passes checked and processed in accordance with workplace procedures
  • Special needs passengers are assisted to board the aircraft in accordance with workplace procedures and relevant regulatory requirements
       
Element: Board passengers
  • Upon the boarding announcement, passengers are greeted at the gate and their boarding passes either checked manually, or fed into the automated reader
  • If using manual processes, the passenger's details are added to the passenger list and loading sheet and their boarding pass processed and returned in accordance with workplace procedures
  • If using computerised processes, the passenger's boarding pass is returned, upon confirmation
  • In the event of a problem with the boarding pass, appropriate action is taken in consultation with the passenger to resolve the problem
  • If a problem with a boarding pass cannot be readily resolved, the passenger is referred to appropriate customer service staff
  • Passengers' cabin baggage is monitored for size and weight and, where necessary, checked with the aid of the cabin baggage size gauge
  • Where cabin baggage is found to be oversize/overweight, the passenger is courteously advised that it must be carried in the hold and arrangements are made to have it appropriately tagged and transferred to the baggage handling section
  • Passengers are directed to the aircraft via the aerobridge/aircraft stairs dependent on type of aircraft and airport facility
       
Element: Communicate with cabin/customer service manager and command pilot/captain
  • Appropriate communications are maintained with the cabin/customer service manager on the aircraft to facilitate smooth and timely boarding of passengers
  • Printouts or manually-completed passenger list, manifest, load sheet and special meals list are provided to the cabin/customer service manager on the aircraft in accordance with workplace procedures
  • Once the provisional load sheet has been signed by the command pilot/captain, a copy is retained in accordance with workplace procedures
       
Element: Despatch aircraft
  • Upon closing of aircraft door, authority is given to retract the aerobridge/stairs, where applicable
  • Copies of passenger list and load sheet are processed/filed in accordance with workplace procedures and regulatory requirements
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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/or other simulated practical and knowledge assessment, and/or

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 written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders

Relevant OH&S, hygiene and environmental procedures and regulations

Relevant customs, quarantine, equal opportunity and anti-discrimination regulations

Principles of customer service

Airline's on-time performance standards

Workplace standards and procedures for the completion of aircraft despatch duties

Procedures for assisting passengers with special needs

Policies and procedures concerning oversize/overweight cabin baggage

Risks that exist when completing aircraft despatch duties and related risk control procedures and precautions

Problems that may occur when completing aircraft despatch duties and appropriate action that should be taken in each case

Required skills:

Communicate effectively with others when completing aircraft despatch duties

Read and interpret instructions, regulations, procedures and other information relevant to aircraft despatch duties

Interpret and follow operational instructions and prioritise work

Complete documentation related to aircraft despatch duties

Operate electronic communication equipment to required protocol

Work collaboratively with others when completing aircraft despatch duties

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

Promptly report and/or rectify any identified problems that may occur when completing aircraft despatch duties in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when completing aircraft despatch duties

Apply precautions and required action to minimise, control or eliminate hazards that may exist when completing aircraft despatch duties

Monitor and anticipate operational problems and hazards and take appropriate action

Monitor work activities in terms of planned schedule

Modify activities dependent on differing workplace contingencies, situations and environments

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

Adapt to differences in equipment and operating environment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OH&S standards

Implement OH&S procedures and relevant regulations

Identify and correctly use equipment required when completing aircraft despatch duties

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Aircraft despatch operations may be completed:

on any aircraft type in commercial service

for domestic and international flights

for short and/or long haul services

in any allowable operating and weather conditions

in accordance with enterprise and operational requirements

Performance may be demonstrated:

in an approved simulated aircraft despatch situation

during the despatch of a passenger-carrying aircraft

Problems during the despatch of an aircraft may include:

failed-to-board passengers

seating problem such as non-notified seat changes or an accidental double booking

crew rest seat no longer available

need to wait for passengers from a connecting flight

passengers who have lost their boarding pass

passengers with oversize/overweight cabin baggage

malfunctioning aircraft

cancellation of flight

security alert

Special needs passengers may include:

children travelling alone or under supervision

pregnant women

nursing mothers

the elderly

persons with a physical and/or intellectual disability

prisoners being transported under escort

non-English speaking passengers

Equipment/resources required to assist passengers with various types of special need may include:

wheelchairs

transport carts

personal elevators

ramps

special restraints

bassinets and other relevant baby equipment

appropriate medical equipment

translators or text information in appropriate languages

identification tags (where relevant)

Persons consulted during the dispatch of an aircraft may include:

passengers

customer service manager on the aircraft

command pilot/captain

other cabin crew and flight crew members

ground support staff

baggage handling staff

aircraft resourcing staff

supervisors and managers

technical staff

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

company procedures

enterprise procedures

organisational procedures

established procedures

standard operating procedures

Information/documents may include:

sections of Civil Aviation Safety Regulations and Civil Aviation Orders relevant to the completion of aircraft despatch duties

workplace procedures and instructions and job specification

passenger list/manifest and aircraft load sheet

special meals list

emergency procedures

flight passenger schedules

manufacturers instructions for equipment used during aircraft dispatch operations

induction and training materials

conditions of service, legislation and industrial agreements including workplace agreements and awards

Applicable regulations and legislation may include:

sections of Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to the despatch of aircraft

relevant OH&S legislation

environmental protection legislation

equal opportunity and anti-discrimination legislation

relevant customs and quarantine regulations

relevant Australian Standards

industrial relations and workplace compensation legislation

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Special needs passengers are identified and their boarding passes checked and processed in accordance with workplace procedures 
Special needs passengers are assisted to board the aircraft in accordance with workplace procedures and relevant regulatory requirements 
Upon the boarding announcement, passengers are greeted at the gate and their boarding passes either checked manually, or fed into the automated reader 
If using manual processes, the passenger's details are added to the passenger list and loading sheet and their boarding pass processed and returned in accordance with workplace procedures 
If using computerised processes, the passenger's boarding pass is returned, upon confirmation 
In the event of a problem with the boarding pass, appropriate action is taken in consultation with the passenger to resolve the problem 
If a problem with a boarding pass cannot be readily resolved, the passenger is referred to appropriate customer service staff 
Passengers' cabin baggage is monitored for size and weight and, where necessary, checked with the aid of the cabin baggage size gauge 
Where cabin baggage is found to be oversize/overweight, the passenger is courteously advised that it must be carried in the hold and arrangements are made to have it appropriately tagged and transferred to the baggage handling section 
Passengers are directed to the aircraft via the aerobridge/aircraft stairs dependent on type of aircraft and airport facility 
Appropriate communications are maintained with the cabin/customer service manager on the aircraft to facilitate smooth and timely boarding of passengers 
Printouts or manually-completed passenger list, manifest, load sheet and special meals list are provided to the cabin/customer service manager on the aircraft in accordance with workplace procedures 
Once the provisional load sheet has been signed by the command pilot/captain, a copy is retained in accordance with workplace procedures 
Upon closing of aircraft door, authority is given to retract the aerobridge/stairs, where applicable 
Copies of passenger list and load sheet are processed/filed in accordance with workplace procedures and regulatory requirements 

Forms

Assessment Cover Sheet

AVIL3002B - Complete aircraft despatch duties
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AVIL3002B - Complete aircraft despatch duties

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: