NTISthis.com

Evidence Guide: TLII2020 - Provide assistance to customers with specific needs

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

TLII2020 - Provide assistance to customers with specific needs

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare for customers with specific needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Hazards are identified, risks are assessed and control measures are implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide assistance to customers with specific needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ancillary equipment is obtained and provided for use by customers in wheelchairs where appropriate and as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers with other specific needs are observed and assisted as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate regarding customers with specific needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

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

Hazards are identified, risks are assessed and control measures are implemented

1.3

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 obtained and provided for use by 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 customer specific needs

2.5

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

2.6

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

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

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

Hazards are identified, risks are assessed and control measures are implemented

1.3

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 obtained and provided for use by 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 customer specific needs

2.5

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

2.6

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

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:

adapting to differences in equipment in accordance with operating procedures

applying relevant workplace procedures

communicating effectively with others when transporting customers with specific needs

identifying job hazards and taking required action to minimise, control or eliminate identified hazards

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

identifying different categories of specific need

interacting positively with customers with specific needs

interpreting and following operational instructions and prioritising work

modifying activities depending on operational contingencies, risk situations and environments

reading, interpreting and following relevant instructions, procedures, information and signs

reporting and/or rectifying identified problems, in accordance with regulatory requirements and workplace procedures

using ancillary equipment to assist customers with specific needs in accordance with workplace procedures

working collaboratively with others when transporting customers with specific needs.

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:

ancillary equipment operating procedures

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

organisational policies and procedures

regulations and codes of practice

service timetables and network information

workplace instructions and procedures for transporting customers with specific needs.

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.