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.

ELEMENT

PERFORMANCE CRITERIA

1Plan 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 the 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 are reviewed regularly to ensure currency and accessibility

2Provide information and advice to customers

2.1 The specific information and advice needs of customers are accurately identified and clarified in accordance with the circumstance

2.2 Information provided to customers is appropriate, complete and effectively covers their needs

2.3 Information and/or advice are presented in a respectful format, manner and style

2.4 The information and/or advice are regularly reviewed to ensure customers acknowledge that the information given satisfies their enquiry

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Ticket and ticket structures including points and methods of purchase

Concessional privileges

Travel zones

Major public transport connections, interchanges, stations, tram and bus terminals

Major destinations, attractions and public facilities

Standard operating hours

'Out of hours' services

Vehicle types and capacity

Modes of public transport

Location of on-line information services

Factors that can influence verbal communication

Procedures for reviewing information and advice

Strategies for clarifying and confirming customer needs

Operational procedures

Required skills:

Communicate effectively when providing travel information to customers

Access, read, interpret and apply instructions, timetables and standard operating procedures relevant to the provision of travel information to customers

Research relevant data when providing travel information to customers

Interact with customers

Work collaboratively with others in a team

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly solve and/or report any identified problems when responding to customer enquiries and/or travel concerns

Monitor work activities in terms of planned schedule

Work in accordance with instructions

Review customer needs and confirm they are being addressed

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

Work systematically with required attention to detail

Maintain currency on all operational procedures

Select and utilise ticket validating equipment and communication technology

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.

Public transport information may include:

timetables

brochures and travel guides

transport maps

internet

tickets

ticket manual

concessions

hours of operation

lost property

emergency procedures

interchanges and connections

Mode of travel may include:

rail

bus

tram

taxi

Destination may include:

public facilities

attractions

venues

metropolitan

Documentation/records may include:

standard operating procedures for the provision of travel information to customers

timetables

brochures

relevant local government documents

Applicable legislation, regulations and codes may include:

relevant state or territory transport legislation and regulations

relevant trade practices legislation and regulations

This unit contains employability skills.