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

TLIO1207C Mapping and Delivery Guide
Manage disruptive and/or unlawful behaviour

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency TLIO1207C - Manage disruptive and/or unlawful behaviour
Description This unit involves the skills and knowledge required to manage disruptive and/or unlawful behaviour on transport systems, including monitoring passenger behaviour, identifying and attending to disruptive/unlawful activity, taking appropriate action to control disruptive/unlawful behaviour, and reporting and documenting incident(s).
Employability Skills The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary of the qualification in which this competency is packaged will assist in identifying employability skill requirements.
Learning Outcomes and Application Work must be carried out in compliance with the relevant regulations of the relevant state/territory authorities related to the management of disruptive and/or unlawful behaviour on transport systems.Work is performed individually, but skills are required to work within a team environment. It involves the application of routine procedures and regulatory requirements to the management of disruptive and/or unlawful behaviour on transport systems.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
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: Monitor passenger behaviour
  • Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour
  • Potential problem situations are quickly identified and steps taken to defuse the situation in accordance with agreed procedures
  • Incidents which breach legislation are identified and appropriate action is taken
  • Surveillance equipment is operated within legal and workplace parameters
       
Element: Identify and resolve disruptive/unlawful activity
  • The nature of disruptive or unlawful behaviour is accurately assessed and, if possible, conflict is resolved using relevant conflict resolution strategies
  • Procedures are followed to isolate the offender(s) and minimise disruption to other passengers where appropriate
  • Assistance is sought from other staff and external support services where necessary
  • The situation is resolved and follow-up action is implemented according to the appropriate workplace rules, regulations and guidelines
       
Element: Take action to control unlawful behaviour
  • Assistance is sought from other staff and external support services where necessary
  • The nature of the offence and the consequences of the behaviour are clearly communicated to the offender
  • Staff involvement in the apprehension of offenders is undertaken within legal and workplace parameters
       
Element: Report and document incident(s)
  • Incidents are reported using the appropriate document format in accordance with workplace policies and procedures
  • All documentation is drafted in accordance with workplace rules, regulations and guidelines
       


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 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/or equipment, and/or

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 appropriately simulated activities 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 state and territory regulations and requirements pertaining to the management of disruptive and unlawful behaviour on transport systems

Relevant OH&S and environmental protection procedures and guidelines

Risks and hazards when managing disruptive behaviour on a transport system and related precautions to control the risk

Transport services provided

Procedures for the management of disruptive and unlawful behaviour

Legal and workplace parameters with regard to unlawful behaviour

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

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 them

Required skills:

Communicate and negotiate effectively with others when managing disruptive and unlawful behaviour on transport systems

Resolve conflict situations

Read and interpret instructions, procedures, guidelines and information relevant to the management of disruptive and unlawful behaviour on transport systems

Interpret and follow operational instructions and prioritise work

Complete documentation related to work activities

Operate electronic communication equipment to required protocol

Work collaboratively with others when managing disruptive and unlawful behaviour on transport systems

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 managing disruptive and unlawful behaviour on transport systems in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unanticipated situations that may arise when managing disruptive and unlawful behaviour on transport systems

Apply precautions and required action to minimise, control or eliminate hazards that may exist during the management of disruptive and unlawful behaviour on transport systems

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

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

Identify and correctly use equipment, processes and procedures

Adapt to differences in equipment in accordance with standard operating procedures

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

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

Operations may be conducted in:

in a range of work environments and weather conditions

by day or night

Customers may be:

internal or external

Facilities and transportation units may include:

stations/interchanges/stops

carriages

buses/coaches

amenities

depots/other transport facilities

cafeterias

toilets

ticket offices

Problems may include

arguments

hostilities

fare evasion

verbal abuse

physical abuse

graffiti

lack of compliance with no smoking signs

lack of compliance with transport regulations

drunken behaviour

Equipment may include:

video/audio equipment

security services (internal or external)

warning lighting

security mirrors

alarms

Contingency processes may involve:

notification of external agencies where necessary e.g. police, security guards etc.

assistance from other staff if necessary

Customer safety surveillance may include:

foot patrol

automatic camera monitoring

local and remote monitoring

vehicle patrol

Consultative processes may involve:

customers

private and public sector security personnel

police

security consultants

other employees and supervisors

management

Communication in the work area may include:

mobile and fixed phones

radio

oral, aural or signed communications

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

company procedures

enterprise procedures

workplace procedures

established procedures

Personal protective equipment may include:

gloves

safety headwear and footwear

firearms

two-way radios

Information/documents may include:

workplace procedures, regulations, guidelines practices and policies

job specifications

organisation insurance requirements

reports of incidents

documentation and records of security breaches

conflict resolution documentation

relevant manufacturers specifications for equipment used

competency standards and training materials

codes of practice and regulations concerning transport security

award, enterprise bargaining agreement, other industrial arrangements

standards and certification requirements

quality assurance procedures

emergency response procedures

rules and regulations in regard to disruptive/unlawful behaviour

Applicable regulations and legislation may include:

state/territory OH&S regulations and legislation concerning transport security

relevant Australian Standards and certification requirements

relevant state/territory privacy legislation

relevant state/territory firearms legislation

licensing and permits for firearms and security occupations

relevant state/territory road rules and traffic acts

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
Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour 
Potential problem situations are quickly identified and steps taken to defuse the situation in accordance with agreed procedures 
Incidents which breach legislation are identified and appropriate action is taken 
Surveillance equipment is operated within legal and workplace parameters 
The nature of disruptive or unlawful behaviour is accurately assessed and, if possible, conflict is resolved using relevant conflict resolution strategies 
Procedures are followed to isolate the offender(s) and minimise disruption to other passengers where appropriate 
Assistance is sought from other staff and external support services where necessary 
The situation is resolved and follow-up action is implemented according to the appropriate workplace rules, regulations and guidelines 
Assistance is sought from other staff and external support services where necessary 
The nature of the offence and the consequences of the behaviour are clearly communicated to the offender 
Staff involvement in the apprehension of offenders is undertaken within legal and workplace parameters 
Incidents are reported using the appropriate document format in accordance with workplace policies and procedures 
All documentation is drafted in accordance with workplace rules, regulations and guidelines 

Forms

Assessment Cover Sheet

TLIO1207C - Manage disruptive and/or unlawful behaviour
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

TLIO1207C - Manage disruptive and/or unlawful behaviour

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: