Work must be carried out in accordance with relevant workplace procedures.

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 application of customer service principles and procedures and protocols to manage check-in queues across a variety of operational contexts within the Australian aviation industry.

ELEMENT

PERFORMANCE CRITERIA

1Organise queue

1.1 Queue is organised using appropriate signage, barriers and other resources in accordance with workplace procedures

1.2 Any breaches of queue protocol are identified and appropriate action is taken to courteously advise the passengers concerned of the correct procedures to be followed

1.3 Progress of the queue is monitored and appropriate action is taken to adjust servicing resources and/or reorganise queue in situations where the queue becomes excessively long/short or requires reorganisation due to late boarding passengers

2Comb queue for passengers requiring urgent or express service

2.1 Queue is combed at appropriate times to identify passengers who have priority need for rapid check-in in accordance with workplace procedures

2.2 Passengers identified as having priority needs for check-in are moved to the head of the queue

2.3 Passengers without baggage are directed to proceed to express check-in or the gate customer service desk

2.4 Appropriate explanations are provided to other passengers in the queue of the reasons for the priority service

3Provide information/special assistance to passengers in queue

3.1 Passengers are provided with relevant information on queuing arrangements and boarding progress using public address systems and other communication systems in accordance with workplace procedures

3.2 Where appropriate, information is provided to individual passengers on matters relevant to their check-in

3.3 Passengers are given appropriate information on delays and cancelled or re-organised flight progress using public address systems and other communication systems in accordance with workplace procedures

3.4 Passengers that require special assistance, such as the elderly, families with infants or people with disabilities, are identified

4Respond to queries from queue members

4.1 Queries from passengers in a queue are courteously received and interpreted in accordance with workplace customer service standards

4.2 Appropriate responses are given to passenger enquiries in accordance with workplace procedures

4.3 Where a response cannot be immediately provided, the query is referred to an appropriate supervisor or other staff for appropriate action

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 procedures and regulations

Relevant equal opportunity and anti-discrimination regulations

Principles of customer service

Airline standards and procedures for managing a check-in queue

Workplace procedures for providing appropriate assistance and advice to passengers awaiting check-in for an aircraft flight

Resources and equipment used during queue management

Risks that exist when communicating with passengers during check-in procedures and related risk control procedures and precautions

Problems that may occur when communicating with passengers during check-in procedures and appropriate action that should be taken in each case

Required skills:

Communicate effectively with others when managing a check-in queue

Read and interpret instructions, regulations, procedures and other information relevant to a check-in queue

Interpret and follow operational instructions and prioritise work

Complete documentation related to a check-in queue

Operate electronic communication equipment to required protocol

Work collaboratively with others when managing a check-in queue

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 a check-in queue in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when managing a check-in queue

Apply precautions and required action to minimise, control or eliminate hazards that may exist when managing a check-in queue

Monitor and anticipate operational problems 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 operating procedures

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

Implement OH&S procedures and relevant regulations

Identify and correctly use equipment required when managing a check-in queue

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.

Queue management may be conducted:

at international, domestic and regional airports

for both short and/or long haul services

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

in accordance with enterprise and operational requirements

Performance may be demonstrated:

in an appropriately simulated workplace situation

at an operational airport

Queuing resources may include:

signs

fixed barriers

portable barriers

queuing carpets

public address systems

two-way radios and mobile phones

Persons consulted may include:

passengers

other crew members

ground staff

catering staff

aircraft resourcing staff

technical staff

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

company procedures

enterprise procedures

organisational procedures

established procedures

standard operating procedures

Information/documents may include:

sections of Civil Aviation Safety Regulations and Civil Aviation Orders relevant to check-in operations

airline procedures and instructions and job specifications

emergency procedures

flight passenger schedules

induction and training materials

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

Applicable regulations and legislation may include:

relevant Civil Aviation Safety Regulations and Civil Aviation Orders

relevant OH&S legislation

equal opportunity and anti-discrimination legislation

industrial relations and workplace compensation legislation

L - Resource Management

This unit contains employability skills.