AVII2014B
Provide transport services to passengers with special needs

This unit involves the skills and knowledge required to provide appropriate, effective and courteous transport services to passengers with special needs in accordance with relevant government regulations, including identifying passengers with special needs; communicating effectively with the passengers; and providing appropriate assistance to them in both normal and emergency situations that may arise during their journey. Licensing, legislative, regulatory or certification requirements are applicable to this unit.

Application

Work must be carried out in compliance with the relevant regulatory requirements, including manual handling procedures and other relevant OH&S procedures and regulatory requirements.

Use for ADF Aviation is to be in accordance with relevant Defence Orders and Instructions and applicable CASA compliance.

Work is performed individually or in a team environment with guidance and advice available where necessary.

Work involves the application of customer service principles and procedures and relevant regulatory requirements to the provision of appropriate transport services to passengers with special needs across a variety of commercial transport contexts including both normal and emergency situations that may arise.

Services to passengers with special needs may include any required assistance and support prior to, during and post the journey.


Prerequisites

Not applicable.


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1Identify passengers with special needs

1.1 Passengers with special needs are identified and appropriate action taken to ensure that relevant workplace procedures and regulatory requirements are followed

1.2 If necessary, information on workplace policies and procedures and related regulatory requirements relevant to the special need concerned are accessed and interpreted

1.3 Applicable OH&S principles, policies and procedures relevant to assisting passengers with special needs are identified, accessed and interpreted, in particular those related to manual handling principles

2Communicate effectively with the passenger(s) and/or relevant personnel

2.1 Appropriate communication methods are selected and used to meet the requirements of the passengers with special needs

2.2 Appropriate and effective verbal and non-verbal communication skills are used including appropriate body language and language style

2.3 Effective listening skills are demonstrated

2.4 Questions are used to gain appropriate information

2.5 All communications with passengers and other relevant personnel such as carers, guardians, parents, escorts, medical staff, etc. are conducted in a manner which is consistent with the workplace procedures and policy

2.6 Where relevant, passengers/escorts are briefed in accordance with relevant regulations

3Provide assistance to passengers with special needs

3.1 Workplace procedures and relevant regulatory requirements are followed when providing transport services to passengers with special needs in both normal and emergency situations

3.2 Individual customer needs and expectations are identified so that appropriate products and services may be provided in a consistent and timely manner

3.3 Any limitations to service provision is identified, communicated to passengers and checked for understanding

3.4 Appropriate equipment/resources are selected and used to assist passengers with special needs

3.5 Anticipated problems are correctly identified and monitored, and action is taken to minimise their effect on customer safety and satisfaction

3.6 Risks involved in providing transport services to passengers with special needs are identified and appropriate risk control precautions are adopted in accordance with workplace procedures and relevant regulatory requirements, including manual handling principles and procedures

Required Skills

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant international, Australian and state/territory regulatory requirements pertaining to the provision of transport services to persons with special needs

Relevant OH&S and environmental procedures and regulations

Implications for customer service of various types of special needs

Customer service procedures as they relate to passengers with special needs

Relevant equal opportunity, privacy and anti-discrimination legislation

Any special safety/security regulatory requirements and procedures pertaining to the various applicable categories of persons with special needs

Duty of care responsibilities when providing transport services to passengers with various types of special needs

Products, services and operations of the transport service concerned

Fare structures (where relevant)

Types of equipment/resources required to assist passengers with various types of special need

Risks that exist when providing services to passengers with special needs and related risk control procedures and precautions

Problems that may occur when providing transport services to passengers with special needs and appropriate action that should be taken in each case

Required skills:

Communicate effectively with others when providing transport services to passengers with special needs

Interact appropriately with passengers with a range of special needs

Read and interpret instructions, regulations, procedures and other information relevant to the provision of transport services to passengers with special needs

Interpret and follow operational instructions and prioritise work

Complete documentation related to the provision of transport services to passengers with special needs

Operate electronic communication equipment to required protocol

Work collaboratively with others when providing transport services to passengers with special needs

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

Promptly report and/or rectify any identified problems that may occur when providing transport services to passengers with special needs

Implement contingency plans for unexpected events that may arise when providing transport services to passengers with special needs

Apply precautions and required actions to minimise, control or eliminate hazards that may exist when providing transport services to passengers with special needs

Solve problems that might arise when providing transport services to passengers with special needs

Monitor and anticipate operational problems, risks 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 operation procedures

Implement OH&S procedures and relevant regulations

Identify, select and correctly use equipment required to provide transport services to passengers with special needs

Evidence Required

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


Range Statement

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

Passenger transport operation may be conducted:

by day or night

in any allowable weather conditions

Passengers with special needs 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

international visitors with special requirements

medical transports remaining on board aircraft/vehicle/rail carriage/vessel during transits

deportees, where applicable (who may require special handling i.e. no alcohol, passport retained by on-board manager, etc.)

Transport services may include:

taxi and hire car services

tram, bus or coach services

rail services

domestic and international commercial maritime services

domestic and international commercial aviation services

Assistance to passengers with special needs may be provided in all customer service situations relevant to the transport mode concerned, including:

when the passengers with special needs are officially in the care of the transport operator's staff

while on the transport vehicle, rail coach, vessel or aircraft

while at railway stations, airports, depots and terminals

while on the transport operator's property and premises

during emergency situations

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

amusement resources for children

identification tags (where relevant)

restraining equipment where applicable for persons under police escort

other resources required to assist special needs passengers at time of embarkation, disembarkation or during the journey

Precautions and procedures to be applied when assisting special needs passengers may include:

manual handling principles and procedures as per regulatory requirements

equal opportunity principles and procedures as per regulatory requirements

security principles and procedures as per regulatory requirements

policies and procedures for assisting persons of non-English speaking background

safety-related regulatory requirements

Depending on the type of organisation concerned and the local terminology used, workplace procedures may be referred to as:

company procedures

enterprise procedures

organisational procedures

established procedures

standard operating procedures

Information/documentation may include:

relevant regulatory requirements pertaining to the various transport contexts and categories of special needs concerned, including requirements of equal opportunity and anti-discrimination legislation

workplace instructions and procedures for the transport of passengers with specific types of special needs

safety and emergency procedures and regulatory requirements

customer requests

instructions from parents, guardians, carers, escorts, etc. where applicable

instructions from relevant authorities (dependent on context) such as medical staff, sheriff's office, security staff, airlines internal auditors, etc.

guidance materials on key regulatory requirements, such as manual handling procedures, equal opportunity, communicating with people of non-English speaking background, etc.

manufacturers instructions, specifications and recommended operating procedures for equipment needed to assist persons with various types of special needs

information on transport and terminal facilities available to passengers with various types of special need

induction and training materials

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

Applicable regulation and legislation may include:

depending on the transport context concerned, relevant international, Australian and state/territory regulatory requirements pertaining to the provision of transport services to persons with special needs

relevant state/territory OH&S legislation, including regulations pertaining to manual handling procedures

relevant anti-discrimination legislation

relevant state/territory equal opportunity legislation

privacy legislation

community care legislation related to the care of minors

relevant consumer and trade practice legislation


Sectors

Not applicable.


Competency Field

I - Customer Service


Employability Skills

This unit contains employability skills.


Licensing Information

Not applicable.