Application
Work is performed with limited or minimum supervision. It involves the provision of assistance to customers with and without special needs requiring assistance both on and off a train and during their journey. |
Prerequisites
Not Applicable
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1Establish contact with customers | 1.1 Customer is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements 1.2 Personal dress and presentation is maintained in line with organisational requirements 1.3 Communication involving appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used 1.4 Sensitivity to customer specific needs and any cultural and individual differences is maintained 1.5 Genuine interest in customer needs is displayed |
2Identify customer needs | 2.1 Appropriate questioning and active listening are used to determine customer needs 2.2 Urgency of customer needs is assessed to identify priorities for service delivery 2.3 Customers with special needs and the appropriate customer service is identified |
3Deliver service to customers | 3.1 Prompt customer service to meet identified needs according to organisational requirements is provided 3.2 Customer communications are conducted in a clear, concise and courteous manner 3.3 Customer inquiries are dealt with courteously and efficiently 3.4 Questions are used to clarify the customer's needs or concerns 3.5 Knowledge of services and/or operations is used to answer customer queries or to respond to customers' needs 3.6 Customer is directed to or assistance from other staff is sought when a customer' s inquiry cannot be fully answered 3.7 Opportunities to enhance the quality of service and products are identified and action is taken to improve the service whenever possible 3.8 Information regarding problems and delays is provided and follow up is made within appropriate timeframes as necessary 3.9 Where required, customer inquiries and associated action/s are recorded and/or reported and in accordance with workplace procedures |
4Prepare for passengers with special needs | 4.1 Vigilance is maintained for passengers with special needs/disabilities on arrival into the station platform 4.2 Actions to assist customers with special needs are identified in accordance with workplace procedures and/or requirements |
5Provide assistance to customers with special needs | 5.1 Ancillary equipment is applied where appropriate for passengers in wheelchairs/prams, if required 5.2 Customers with seeing/hearing eye dogs are observed and assisted if required 5.3 Customers with any other special needs are observed and assisted if required 5.4 Customers are assisted in a courteous manner, sensitive to the special needs 5.5 Ongoing support and/or vigilance is provided to the customer with special needs to maximise their travelling safety and comfort 5.6 Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations |
6Communicate regarding customers with special needs | 6.1 Where dealing with customers with special needs may cause delays to services other personnel are informed 6.2 Where required, other personnel are informed about the presence of customers with special needs |
Required Skills
REQUIRED KNOWLEDGE AND SKILLS |
This describes the essential knowledge and skills and their level required for this unit. |
Required knowledge: |
Relevant legislation, regulations and organisational policies and procedures |
Service timetables and network information |
Ancillary equipment and procedures for operating/using ancillary equipment |
Availability and types of alternative service for customers with special needs |
Required skills: |
Communicate effectively with others when transporting passengers with and without special needs |
Read and interpret instructions, procedures, information and signs relevant to the transporting of passengers with and without special needs |
Interpret and follow operational instructions and prioritise work |
Interact with passengers with and without special needs |
Complete documentation related to the transporting of passengers with and without special needs |
Operate electronic communication equipment to required protocol |
Use ancillary equipment |
Work collaboratively with others when transporting passengers with and without special needs |
Promptly report and/or rectify any identified problems that may occur when transporting passengers with and without special needs in accordance with regulatory requirements and workplace procedures |
Implement contingency plans for unplanned events |
Apply precautions and required action to minimise, control or eliminate hazards that may exist during work activities |
Monitor work activities in terms of planned schedule |
Modify activities depending on differing operational contingencies, risk situations and environments |
Adapt to differences in equipment in accordance with standard operating procedures |
Evidence Required
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 Assessment must include exercises which demonstrate competent performance of the following in a range of situations: identifying different categories of special needs correctly using ancillary equipment to assist passengers with special needs identifying delays that may occur when assisting passengers with special 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 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, and/or in an appropriate range of situations in the workplace |
Range Statement
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. | |
Transporting of passengers may be carried out : | by day or night in all weather conditions on station platforms on electric passenger trains |
Passengers with special needs may include: | people with disabilities, which may include physical, intellectual, psychiatric, neurological, sensory, learning disabilities the elderly people with prams/small children people with heavy luggage |
Other personnel may include: | train controller signaller train driver customer service assistant platform staff |
Services and/or operations may include: | timetables network layout ticketing information alternative transport other customer service options local area information |
Ancillary equipment may include: | wheelchair ramps hearing loops audible alarms visual alerts platform markers for customers who are visually impaired emergency evacuation equipment |
Preparation may include visual check: | for passengers on platforms of ancillary equipment |
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include: | company procedures enterprise procedures organisational procedures established procedures |
Documentation/records may include: | workplace instructions and procedures for the transport of passengers with special needs manufacturer's instructions, specifications and recommended operating procedures for ancillary equipment, including pre-operational checks emergency procedures record book |
Applicable regulations, legislation and codes may include: | relevant state/territory OH&S legislation relevant anti-discrimination legislation relevant state/territory environmental protection legislation |
Sectors
Not Applicable
Employability Skills
This unit contains employability skills. |
Licensing Information
Refer to Unit Descriptor