Application
This unit covers the skills and knowledge required to identify and locate major destinations, and public services, attractions and facilities, as part of providing public transport advice. It includes responding appropriately to customer enquiries with respect to destinations, related services, facilities and ticketing. Work involves the duties and tasks applicable to personnel working on public trams, trains and buses who may, through their duties, have contact with the public. Work is performed under general supervision. No licensing, legislative or certification requirements apply to this unit at the time of publication. |
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA | ||
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. | ||
1 | Plan a journey using public transport | 1.1 | Sources of current, accurate and relevant public transport information are identified and accessed to respond to customer needs |
1.2 | Modes, connections, interchanges and tickets to complete a journey are identified for planned customer destination | ||
1.3 | Major destinations, attractions and public facilities, and their proximity to public transport are identified and located in relation to customer needs or requests | ||
1.4 | Information and/or advice provided to customers is reviewed regularly to ensure currency and accessibility | ||
2 | Provide information and advice to customers | 2.1 | Specific information and advice needs of customers are accurately identified and clarified in accordance with the circumstance |
2.2 | Customers are provided with appropriate and complete information that effectively covers their needs | ||
2.3 | Information and/or advice is presented in a respectful format, manner and style | ||
2.4 | Information and/or advice is regularly reviewed to ensure customers can confirm that information given satisfies their enquiry |
Evidence of Performance
Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include: |
accessing, reading, interpreting and applying relevant instructions, timetables and workplace operating procedures communicating and interacting effectively with customers researching relevant data reviewing customer needs and confirming they have been addressed reviewing relevant infotechnology customer travel information selecting and utilising ticket validating equipment and communications technology solving and/or reporting identified problems promptly. |
Evidence of Knowledge
Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of: |
concessional privileges emergency management and service disruption workplace procedures factors that can influence verbal communication location of online information services including: infotechnology information/format links tracking technology major destinations, attractions and public facilities major public transport connections, interchanges, stations, tram and bus terminals modes of public transport out of hours services procedures for reviewing information and advice relevant customer travel workplace procedures standard operating hours strategies for clarifying and confirming customer needs ticket and ticket structures including points and methods of purchase travel zones vehicle types and capacity. |
Assessment Conditions
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 must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions. 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. Resources for assessment include: a range of relevant exercises, case studies and/or simulations applicable documentation including workplace procedures, regulations, codes of practice and operation manuals relevant materials, tools, equipment and personal protective equipment currently used in industry. |
Foundation Skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Range Statement
Range is restricted to essential operating conditions and any other variables essential to the work environment.
Non-essential conditions can be found in the Companion Volume Implementation Guide.
Sectors
Not applicable.
Competency Field
I – Customer Service