Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements of the Civil Aviation Safety 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 development of a knowledge and understanding of the aviation/tourism industries, and airline structures, functions, products, services and operations and their application to the day-to-day operations of a commercial airline across a variety of operational contexts within the Australian aviation industry.

ELEMENT

PERFORMANCE CRITERIA

1Develop and apply an understanding of the structure of the aviation and tourism industries

1.1 Sources of information on the structures and functions of the Australian 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 of the aviation industry and their relationship with each other is developed and appropriately applied to day-to-day work

1.4 The roles of individual airlines with the aviation industry are correctly identified and explained

2Develop 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 industried 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

3Identify 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

4Develop and apply an understanding of the structure and operations of an airline

4.1 Sources of information on the structures, history and functions 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

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 and philosophies underpinning the operation of the aviation industry

Airline operational standards and procedures

Broad structures of the Australian aviation and tourism industries

The economic and social significance of the aviation and tourism industries

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

Airline administrative procedures

Structures, history and functions of relevant airline(s)

Crew Resource Management (CRM) principles

Ways in which aircrew work together as a team in flight and on the ground

Human Factors (HF) principles

Required skills:

Communicate effectively with others when applying knowledge of the structure, products and services of the airline operation and the aviation and tourism industries

Read and interpret instructions, regulations, procedures and other information relevant to applying knowledge of the structure, products and services of the airline operation and the aviation and tourism industries

Interpret and follow operational instructions and prioritise work

Complete documentation related to applying knowledge of the structure, products and services of the airline operation and the aviation and tourism industries

Operate electronic communication equipment to required protocol

Work collaboratively with others when applying knowledge of the structure, products and services of the airline operation and the aviation and tourism industries

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 applying knowledge of the structure, products and services of the airline operation and the aviation and tourism industries in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when applying knowledge to the structure, products and services of the airline operation and the aviation and tourism industries in accordance with regulatory requirements and workplace procedures

Monitor and anticipate operational problems and hazards and take appropriate action

Modify activities dependent on differing workplace contingencies, situations and environments

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

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

Identify and correctly use equipment required when applying knowledge to the structure, products and services of the airline operator and aviation and tourism industries

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

Apply precautions and required action to minimise, control or eliminate hazards that may exist when applying knowledge of the structure, products and services of the airline operation and the aviation and tourism industries

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

Implement OH&S procedures and relevant regulations

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

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

Application of knowledge and understanding of relevant aspects of the aviation and tourism industries may be provided:

to any aircraft type in commercial service

during short and/or long haul services

in any category of service, including economy, business class and first class

in any allowable operating and weather conditions

in accordance with enterprise and operational requirements

Performance may be demonstrated on:

an approved cabin service simulator

a passenger-carrying aircraft

a suitably simulated work environment

The required understanding of the structures of the Australian aviation and tourism industries may include:

roles and functions of the various industry sectors

services offered by each sector and major industry bodies

nature of the relationships between different sectors in the two industries

the features of the airline industry

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

Key sectors in the tourism industry may include:

hospitality and accommodation

entertainment

transport

ticketing

call centres

travel agencies

Key sectors in the commercial aviation industry cover international, domestic, regional and charter airline operations and may include:

aircraft flight operations (flight and cabin service crew)

aircraft maintenance

aviation emergency services

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

air traffic control

baggage handling

freight services

aviation training

ground support to aircraft

airport management

aircraft catering and resourcing

security personnel

aviation regulatory authorities

Persons consulted may include:

passengers

other cabin crew and flight crew members

ground staff

training staff

airline contractors

airline supervisors and managers

Dependent 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/documents may include:

regulatory requirements of the Civil Aviation Safety Authority

other regulations relevant to airline operations

airline information on structure, history, policies and operations

industry information describing the structures and the economic and social significance of the aviation and tourism industries

job descriptions and work specifications for occupations within the aviation industry

Crew Resource Management (CRM) principles

induction and training materials

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

Human Factors (HF) principles

Applicable regulations/legislation may include:

relevant requirements, standards and recommended practices of the International Civil Aviation Organization (ICAO)

relevant Australian Civil Aviation Safety Regulations and Civil Aviation Orders

Civil Aviation Act

relevant OH&S legislation

environmental protection legislation

relevant food handling and hygiene legislation

equal opportunity and anti-discrimination legislation

relevant customs and quarantine regulations

relevant trade practices and consumer affairs legislation

relevant Australian Standards

relevant taxation legislation (including GST) as it impacts on airline functions and operations

industrial relations and workplace compensation legislation

I - Customer Service

This unit contains employability skills.