This unit involves the skills and knowledge required to supervise cabin operations, in compliance with relevant regulatory requirements of the Civil Aviation Safety Authority (CASA) and national operating standards.

It includes planning and preparing for flight, supervising cabin service and resources, using and maintaining aircraft cabin equipment, and completing administrative requirements.

This unit addresses aviation non-technical skill requirements (mental, social and personal-management abilities) related to customer service duties of flight crew, and contributes to safe and effective performance in complex aviation operational environments.

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

Work is performed independently or under limited supervision within a single-pilot or multi-crew environment.

Licensing, legislative, regulatory or certification requirements are applicable to this unit.

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

Plan and prepare for flight

1.1

Liaison with relevant flight crew is undertaken to confirm departure tasks

1.2

Cabin preparation tasks are confirmed as completed and reported to appropriate flight crew

1.3

Flight crew are briefed on aircraft passenger and cargo load details as required

2

Supervise cabin service and resources

2.1

Cabin service standards are monitored throughout the flight in accordance with enterprise standards

2.2

Crew members are assisted to prioritise workload

2.3

Consultation with senior flight crew and other crew members is undertaken to determine improvements in efficiency and service levels

2.4

Aircraft stores and supplies are managed to achieve a cost effective result for the airline, while maintaining high quality customer service

2.5

Operational difficulties and problems are anticipated and resolved

2.6

Incidents related to unlawful interference with aviation during flight are resolved in accordance with regulatory requirements

3

Use and maintain aircraft cabin equipment

3.1

Cabin equipment is used in accordance with manufacturer instructions and enterprise procedures

3.2

Faults are accurately diagnosed and promptly reported in accordance with enterprise procedures

4

Complete administrative requirements

4.1

Cabin operations administrative documentation is completed at the appropriate time in accordance with airline procedures and regulatory requirements

4.2

Input about operational requirements is provided to appropriate personnel in accordance with enterprise procedures

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 precautions and required action to minimise, control or eliminate identified hazards

applying relevant legislation and workplace procedures

communicating effectively with others when providing leadership and supervising cabin operations

identifying and correctly using relevant equipment

implementing contingency plans

implementing response actions to unlawful interference with aviation incidents relevant to own role

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

operating electronic communications equipment to required protocol

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

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

responding appropriately to cultural differences in the workplace

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 standards, principles and philosophies for providing quality customer service to passengers

airline structure, products, policies, procedures and service standards

appropriate service to customers with a range of disabilities and specific needs

cabin features and amenities for various types of aircraft

cabin product and service procedures

complaint handling procedures

customer service records/documentation

features, amenities and departure gate locations of terminals at designated airports

importance of customer service to airline and to individual crew responsibility

needs and expectations of different types of customers, including internal and external customers

problems that may occur when providing customer service to passengers on aircraft flights and appropriate action that should be taken in each case

relevant enterprise business plans

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

relevant sections of Civil Aviation Safety Regulations (CASRs) and Civil Aviation Orders for supervision of cabin operations

relevant WHS/OHS regulations

risks that exist when providing customer service to passengers on aircraft flights and related risk control procedures and precautions

service quality and continuous improvement principles

unlawful interference with aviation incidents and response actions relevant to own role:

causing damage to an aircraft that is in service that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk

committing an act at an airport, or causing any interference or damage, that puts the safe operation of the airport, or the safety of any person at the airport, at risk

destroying an aircraft that is in service

doing anything on board an aircraft that is in service that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk

placing, or causing to be placed, on board an aircraft that is in service anything that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk

putting the safety of an aircraft at risk by communicating false or misleading information

putting the safety of aircraft at risk by interfering with, damaging or destroying air navigation facilities

taking control of an aircraft by force, or threat of force, or any other form of intimidation or by any trick or false pretence.

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.

Problems and incidents during supervision of cabin operations must include one or more of the following:

delayed or cancelled flight

faulty cabin service or aircraft safety equipment

incidents classified as unlawful interference with aviation

passenger or staff illness

use of technical devices