1

Monitor passenger behaviour

1.1

Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour

1.2

Potential problem situations are quickly identified and steps taken to defuse the situation in accordance with agreed procedures

1.3

Incidents which breach legislation are identified and appropriate action is taken

1.4

Surveillance equipment is operated within legal and workplace parameters

2

Identify and resolve disruptive/unlawful activity

2.1

The nature of disruptive or unlawful behaviour is accurately assessed and, if possible, conflict is resolved using relevant conflict resolution strategies

2.2

Procedures are followed to isolate the offender(s) and minimise disruption to other passengers where appropriate

2.3

Assistance is sought from other staff and external support services where necessary

2.4

The situation is resolved and follow-up action is implemented according to the appropriate workplace rules, regulations and guidelines

3

Take action to control unlawful behaviour

3.1

Assistance is sought from other staff and external support services where necessary

3.2

The nature of the offence and the consequences of the behaviour are clearly communicated to the offender

3.3

Staff involvement in the apprehension of offenders is undertaken within legal and workplace parameters

4

Report and document incident(s)

4.1

Incidents are reported using the appropriate document format in accordance with workplace policies and procedures

4.2

All documentation is drafted in accordance with workplace rules, regulations and guidelines

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

Required knowledge:

Relevant state and territory regulations and requirements pertaining to the management of disruptive and unlawful behaviour on transport systems

Relevant OH&S and environmental protection procedures and guidelines

Risks and hazards when managing disruptive behaviour on a transport system and related precautions to control the risk

Transport services provided

Procedures for the management of disruptive and unlawful behaviour

Legal and workplace parameters with regard to unlawful behaviour

By-laws and service rules as they apply to disruptive behaviour on transport systems

Common law as it applies to disruptive and unlawful behaviour on transport systems

Customer service requirements

Typical problems that can occur when managing disruptive and unlawful behaviour on transport systems and appropriate action that can be taken to prevent or solve them

Required skills:

Communicate and negotiate effectively with others when managing disruptive and unlawful behaviour on transport systems

Resolve conflict situations

Read and interpret instructions, procedures, guidelines and information relevant to the management of disruptive and unlawful behaviour on transport systems

Interpret and follow operational instructions and prioritise work

Complete documentation related to work activities

Operate electronic communication equipment to required protocol

Work collaboratively with others when managing disruptive and unlawful behaviour on transport systems

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 disruptive and unlawful behaviour on transport systems in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unanticipated situations that may arise when managing disruptive and unlawful behaviour on transport systems

Apply precautions and required action to minimise, control or eliminate hazards that may exist during the management of disruptive and unlawful behaviour on transport systems

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

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

Identify and correctly use equipment, processes and procedures

Adapt to differences in equipment in accordance with standard operating procedures

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

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 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/or equipment, and/or

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 appropriately simulated activities 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.

Operations may be conducted in:

in a range of work environments and weather conditions

by day or night

Customers may be:

internal or external

Facilities and transportation units may include:

stations/interchanges/stops

carriages

buses/coaches

amenities

depots/other transport facilities

cafeterias

toilets

ticket offices

Problems may include

arguments

hostilities

fare evasion

verbal abuse

physical abuse

graffiti

lack of compliance with no smoking signs

lack of compliance with transport regulations

drunken behaviour

Equipment may include:

video/audio equipment

security services (internal or external)

warning lighting

security mirrors

alarms

Contingency processes may involve:

notification of external agencies where necessary e.g. police, security guards etc.

assistance from other staff if necessary

Customer safety surveillance may include:

foot patrol

automatic camera monitoring

local and remote monitoring

vehicle patrol

Consultative processes may involve:

customers

private and public sector security personnel

police

security consultants

other employees and supervisors

management

Communication in the work area may include:

mobile and fixed phones

radio

oral, aural or signed communications

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

company procedures

enterprise procedures

workplace procedures

established procedures

Personal protective equipment may include:

gloves

safety headwear and footwear

firearms

two-way radios

Information/documents may include:

workplace procedures, regulations, guidelines practices and policies

job specifications

organisation insurance requirements

reports of incidents

documentation and records of security breaches

conflict resolution documentation

relevant manufacturers specifications for equipment used

competency standards and training materials

codes of practice and regulations concerning transport security

award, enterprise bargaining agreement, other industrial arrangements

standards and certification requirements

quality assurance procedures

emergency response procedures

rules and regulations in regard to disruptive/unlawful behaviour

Applicable regulations and legislation may include:

state/territory OH&S regulations and legislation concerning transport security

relevant Australian Standards and certification requirements

relevant state/territory privacy legislation

relevant state/territory firearms legislation

licensing and permits for firearms and security occupations

relevant state/territory road rules and traffic acts