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Evidence Guide: TLII3010 - Provide travel information to customers

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

 

TLII3010 - Provide travel information to customers

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

Plan a journey using public transport

  1. Sources of current, accurate and relevant public transport information are identified and accessed to respond to customer needs
  2. Modes, connections, interchanges and tickets to complete a journey are identified for planned customer destination
  3. Major destinations, attractions and public facilities, and their proximity to public transport are identified and located in relation to customer needs or requests
  4. Information and/or advice provided to customers is reviewed regularly to ensure currency and accessibility
Sources of current, accurate and relevant public transport information are identified and accessed to respond to customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Modes, connections, interchanges and tickets to complete a journey are identified for planned customer destination

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Major destinations, attractions and public facilities, and their proximity to public transport are identified and located in relation to customer needs or requests

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information and/or advice provided to customers is reviewed regularly to ensure currency and accessibility

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information and advice to customers

  1. Specific information and advice needs of customers are accurately identified and clarified in accordance with the circumstance
  2. Customers are provided with appropriate and complete information that effectively covers their needs
  3. Information and/or advice is presented in a respectful format, manner and style
  4. Information and/or advice is regularly reviewed to ensure customers can confirm that information given satisfies their enquiry
Specific information and advice needs of customers are accurately identified and clarified in accordance with the circumstance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are provided with appropriate and complete information that effectively covers their needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information and/or advice is regularly reviewed to ensure customers can confirm that information given satisfies their enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

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 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 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.

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.