This unit involves the skills and knowledge required to apply knowledge of the structure, products and services of an airline operator.

It includes developing and applying an understanding of the structure of the aviation and tourism industries, developing and applying an understanding of the economic and social significance of aviation and tourism in Australia, identifying markets for a particular airline, and developing and applying an understanding of the structure and operations of an airline.

This unit addresses aviation technical skill requirements (physical, mental and task-management abilities) related to customer service duties of ground operations personnel, and contributes to safe and effective performance in complex aviation operational environments.

Operations are conducted as part of recreational and commercial aircraft activities across a variety of operational contexts within the Australian aviation industry.

Work is performed independently or under limited supervision as a single operator or within a team environment.

No licensing, legislative, regulatory or certification requirements are applicable to this unit at time of publication.

Use for Defence Aviation is to be in accordance with relevant Defence Orders, Instructions, Publications and Regulations.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Develop and apply an understanding of the structure of the aviation and tourism industries in Australia

1.1

Sources of information on the structure and function of the aviation and tourism industries are identified and accessed in accordance with workplace procedures

1.2

An understanding of the broad structures of the aviation industry and their relationship with each other is developed and appropriately applied to day-to-day work in the aviation industry

1.3

An understanding of the sectors in the aviation industry and their relationship with each other is developed and appropriately applied to day-to-day work

1.4

An understanding of the sectors in the tourism industry and their relationship with each other is developed and appropriately applied to day-to-day work

1.5

Roles of individual airlines in the aviation industry are correctly identified and explained

2

Develop and apply an understanding of the economic and social significance of aviation and tourism in Australia

2.1

Sources of information on the economic and social significance of the aviation and tourism industries are identified and accessed in accordance with workplace procedures

2.2

An understanding of the economic and social significance of the aviation and tourism industries is developed and appropriately applied to day-to-day work

2.3

For a given airline, an understanding of the scope of its operations and the economic and social significance of its contribution to the aviation and tourism industries is developed and appropriately applied to day-to-day work

3

Identify markets for a particular airline

3.1

For a particular airline, the products and services offered by that airline for specific markets are correctly identified and explained

3.2

An understanding of the characteristics of domestic and overseas markets served by Australian international, domestic, regional and charter airlines is developed and applied as appropriate to day-to-day work

4

Develop and apply an understanding of the structure and operations of an airline

4.1

Sources of information on the structure, history and function of a particular airline are identified and accessed in accordance with workplace procedures

4.2

An understanding of the structure and day-to-day operations of a particular airline is developed and applied to day-to-day work

4.3

The history and operational culture of a particular airline are researched, explained and applied to day-to-day work

4.4

An understanding of the importance of the principles of crew resource management (CRM) and human factors (HF) is developed and applied to day-to-day work

4.5

The ways in which aircrew work together as a team are correctly identified and explained

4.6

An understanding of the employment conditions, benefits and responsibilities for relevant positions within an airline are developed and applied to day-to-day work

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

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

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

identifying and correctly using relevant equipment

implementing contingency plans

implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations

interpreting and following operational instructions and prioritising work

modifying activities depending on workplace contingencies, situations and environments

monitoring and anticipating operational problems and hazards and taking appropriate action

monitoring work activities in terms of planned schedule of an airline operation

operating electronic communications equipment to required protocol

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

reporting and/or rectifying problems, faults or malfunctions promptly, in accordance with workplace procedures

selecting and using required personal protective equipment conforming to industry and WHS/OHS standards

working collaboratively with others

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

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:

airline administrative procedures

airline operational standards and procedures

broad structures of the Australian aviation and tourism industries

economic and social significance of the aviation and tourism industries

key sectors in the aviation industry including international, domestic, regional and charter airline operations

principles and philosophies underpinning the operation of the aviation industry

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

relevant WHS/OHS, hygiene and environmental procedures and regulations

structures, history and functions of relevant airline/s.

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

Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in simulated workplace operational situations that reflect workplace conditions.

Resources for assessment must include access to:

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

acceptable means of simulation assessment

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

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

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Structure of the aviation and tourism industries in Australia must include:

challenges facing the aviation and tourism industries and strategies used by airlines and enterprises to meet these challenges

features of the aviation industry

nature of the relationships between different sectors in the two industries

roles and functions of the various industry sectors

services offered by each sector and major industry bodies

Sectors in the aviation industry cover international, domestic, regional and charter airline operations and must include:

air traffic control

aircraft catering and resourcing

aircraft flight operations (flight and cabin service crew)

aircraft maintenance

airport management

aviation emergency services

aviation regulatory authorities

aviation training

baggage handling

freight services

ground customer service staff (check-in, arrivals, transit)

ground support to aircraft

security personnel

Sectors in the tourism industry must include:

call centres

entertainment

hospitality and accommodation

ticketing

transport

travel agencies