1

Prepare for customers with specific needs

1.1

Vigilance is maintained for customers with specific needs and/or disabilities on arrival into the station platform

1.2

Actions to assist customers with specific needs and/or disabilities are identified in accordance with workplace procedures and/or requirements

2

Provide assistance to customers with specific needs

2.1

Ancillary equipment is applied for customers in wheelchairs where appropriate and as required

2.2

Customers with seeing eye/hearing dogs are observed and assisted as required

2.3

Customers with other specific needs are observed and assisted as required

2.4

Customers are assisted in a courteous manner, sensitive to the customer specific needs

2.5

Ongoing support and/or vigilance is provided to customer with specific needs to maximise customer travelling safety and comfort

2.6

2 Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations

3

Communicate regarding customers with specific needs

3.1

Other personnel are informed when involvement with customers with specific needs may cause delays to services and/or operations

3.2

Other personnel are informed about the presence of customers with specific needs as required

This section describes the knowledge and skills required for this unit.

Required knowledge:

Ancillary equipment operating procedures

Manufacturer instructions, specifications and recommended operating procedures for ancillary equipment, including pre-operational checks

Relevant legislation, regulations and codes of practice such as that relating to:

anti-discrimination

environmental protection

work health and safety (WHS)/occupational health and safety (OHS)

Relevant organisational policies and procedures such as emergency procedures

Service timetables and network information

Workplace instructions and procedures for transporting customers with specific needs

Required skills:

Adapt to differences in equipment in accordance with standard operating procedures

Apply precautions and required action to minimise, control or eliminate hazards that may exist during work activities

Communicate effectively with others when transporting customers with specific needs

Interact positively with customers with specific needs

Interpret and follow operational instructions and prioritise work

Modify activities depending on operational contingencies, risk situations and environments

Operate electronic communication equipment to required protocol

Promptly report and/or rectify any identified problems that may occur when transporting customers with specific needs in accordance with regulatory requirements and workplace procedures

Read and interpret instructions, procedures, information and signs relevant to transporting customers with specific needs

Use ancillary equipment

Work collaboratively with others when transporting customers with specific needs

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 competence in this unit must be relevant to and satisfy all of the requirements of the Elements, Performance Criteria, Required Skills, Required Knowledge and include demonstration of applying:

required knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement.

Assessment must include exercises demonstrate competent performance of the following in a range of situations:

identifying different categories of specific need

correctly using ancillary equipment to assist customers with specific needs

identifying delays that may occur when assisting customers with specific needs and the correct procedures for dealing with them

identifying types of inquires that are likely to be made and providing appropriate responses.

Context of and specific resources for assessment

Performance is demonstrated consistently over time and in a suitable range of contexts.

Resources for assessment include access to:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

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

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, 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.

Customers with specific needs may include:

older people

people with disabilities, which may include mobility, physical, intellectual, psychiatric, neurological, sensory, learning disabilities

people with prams/small children

people with heavy luggage

Ancillary equipment may include:

audible alarms

emergency evacuation equipment

hearing loops

platform markers for customers who are visually impaired

wheelchair ramps

visual alerts

Other personnel may include:

customer service assistant

platform staff

signaller

train controller

train driver

Services and/or operations may include:

alternative transport

local area information

network layout

other customer service options

ticketing information

timetables

Preparation may include visual check:

for customers on platforms

of ancillary equipment