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

TLII2020 Mapping and Delivery Guide
Provide assistance to customers with specific needs

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency TLII2020 - Provide assistance to customers with specific needs
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to assist customers with specific needs in accordance with organisational requirements.It includes establishing contact with customers, identifying customer needs, and providing appropriate support to customers with specific needs. Work is performed with limited or minimum supervision. It involves providing assistance to customers with specific needs requiring assistance within station areas both on and off a train.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations or, where this is not available, in simulated workplace operational situations that replicate rail corridor workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment include:

a range of relevant exercises, case studies and/or simulations

relevant and appropriate materials, tools, equipment and personal protective equipment currently used in industry

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.
Prerequisites/co-requisites
Competency Field I – Customer Service
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: Prepare for customers with specific needs
       
Element: Vigilance is maintained for customers with specific needs and/or disabilities on arrival into the station platform
       
Element: Hazards are identified, risks are assessed and control measures are implemented
       
Element: Actions to assist customers with specific needs and/or disabilities are identified in accordance with workplace procedures and/or requirements
       
Element: Provide assistance to customers with specific needs
       
Element: Ancillary equipment is obtained and provided for use by customers in wheelchairs where appropriate and as required
       
Element: Customers with seeing eye/hearing dogs are observed and assisted as required
       
Element: Customers with other specific needs are observed and assisted as required
       
Element: Customers are assisted in a courteous manner, sensitive to customer specific needs
       
Element: Ongoing support and/or vigilance is provided to customers with specific needs to maximise customer travelling safety and comfort
       
Element: Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations
       
Element: Communicate regarding customers with specific needs
       
Element: Other personnel are informed when involvement with customers with specific needs may cause delays to services and/or operations
       
Element: Other personnel are informed about the presence of customers with specific needs as required
       


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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Prepare for customers with specific needs

1.1

Vigilance is maintained for customers with specific needs and/or disabilities on arrival into the station platform

1.2

Hazards are identified, risks are assessed and control measures are implemented

1.3

Actions to assist customers with specific needs and/or disabilities are identified in accordance with workplace procedures and/or requirements

2

Provide assistance to customers with specific needs

2.1

Ancillary equipment is obtained and provided for use by customers in wheelchairs where appropriate and as required

2.2

Customers with seeing eye/hearing dogs are observed and assisted as required

2.3

Customers with other specific needs are observed and assisted as required

2.4

Customers are assisted in a courteous manner, sensitive to customer specific needs

2.5

Ongoing support and/or vigilance is provided to customers with specific needs to maximise customer travelling safety and comfort

2.6

Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations

3

Communicate regarding customers with specific needs

3.1

Other personnel are informed when involvement with customers with specific needs may cause delays to services and/or operations

3.2

Other personnel are informed about the presence of customers with specific needs as required

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:

adapting to differences in equipment in accordance with operating procedures

applying relevant workplace procedures

communicating effectively with others when transporting customers with specific needs

identifying job hazards and taking required action to minimise, control or eliminate identified hazards

identifying delays that may occur when assisting customers with specific needs and the correct procedures for dealing with them

identifying different categories of specific need

interacting positively with customers with specific needs

interpreting and following operational instructions and prioritising work

modifying activities depending on operational contingencies, risk situations and environments

reading, interpreting and following relevant instructions, procedures, information and signs

reporting and/or rectifying identified problems, in accordance with regulatory requirements and workplace procedures

using ancillary equipment to assist customers with specific needs in accordance with workplace procedures

working collaboratively with others when transporting customers with specific needs.

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:

ancillary equipment operating procedures

manufacturer instructions, specifications and recommended operating procedures for ancillary equipment, including pre-operational checks

organisational policies and procedures

regulations and codes of practice

service timetables and network information

workplace instructions and procedures for transporting customers with specific needs.

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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Prepare for customers with specific needs

1.1

Vigilance is maintained for customers with specific needs and/or disabilities on arrival into the station platform

1.2

Hazards are identified, risks are assessed and control measures are implemented

1.3

Actions to assist customers with specific needs and/or disabilities are identified in accordance with workplace procedures and/or requirements

2

Provide assistance to customers with specific needs

2.1

Ancillary equipment is obtained and provided for use by customers in wheelchairs where appropriate and as required

2.2

Customers with seeing eye/hearing dogs are observed and assisted as required

2.3

Customers with other specific needs are observed and assisted as required

2.4

Customers are assisted in a courteous manner, sensitive to customer specific needs

2.5

Ongoing support and/or vigilance is provided to customers with specific needs to maximise customer travelling safety and comfort

2.6

Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations

3

Communicate regarding customers with specific needs

3.1

Other personnel are informed when involvement with customers with specific needs may cause delays to services and/or operations

3.2

Other personnel are informed about the presence of customers with specific needs as required

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.

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
 
 
 
 
 
 
 
 
 
 
 
 
 
 

Forms

Assessment Cover Sheet

TLII2020 - Provide assistance to customers with specific needs
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

TLII2020 - Provide assistance to customers with specific needs

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: