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Evidence Guide: TLIO3012 - Manage disruptive and/or unlawful behaviour

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

 

TLIO3012 - Manage disruptive and/or unlawful behaviour

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

Monitor passenger behaviour

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Potential problem situations are quickly identified and steps are taken to defuse the situation in accordance with agreed procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Incidents that breach legislation are identified and appropriate action is taken

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Surveillance equipment is operated within legal and workplace parameters

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify and resolve disruptive/unlawful activity

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Nature of disruptive/unlawful behaviour is accurately assessed and, where possible, conflict is resolved using relevant conflict resolution strategies

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Procedures are followed to isolate offender/s and to minimise disruption to other passengers where appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assistance is sought from other staff and external support services as required

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Situation is resolved and follow-up action is implemented in accordance with appropriate workplace rules, regulations and guidelines

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Take action to control unlawful behaviour

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Nature of offence and behavioural consequences are clearly communicated to offender/s

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Staff involvement in apprehending offender/s is undertaken within legal and workplace parameters

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Report and document incident/s

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Incidents are reported using appropriate document format in accordance with workplace policies and procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Documentation is drafted in accordance with workplace rules, regulations and guidelines

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

Monitor passenger behaviour

1.1

Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour

1.2

Potential problem situations are quickly identified and steps are taken to defuse the situation in accordance with agreed procedures

1.3

Incidents that breach legislation are identified and appropriate action is taken

1.4

Surveillance equipment is operated within legal and workplace parameters

2

Identify and resolve disruptive/unlawful activity

2.1

Nature of disruptive/unlawful behaviour is accurately assessed and, where possible, conflict is resolved using relevant conflict resolution strategies

2.2

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

2.3

Procedures are followed to isolate offender/s and to minimise disruption to other passengers where appropriate

2.4

Assistance is sought from other staff and external support services as required

2.5

Situation is resolved and follow-up action is implemented in accordance with appropriate workplace rules, regulations and guidelines

3

Take action to control unlawful behaviour

3.1

Assistance is sought from other staff and external support services as required

3.2

Nature of offence and behavioural consequences are clearly communicated to offender/s

3.3

Staff involvement in apprehending offender/s is undertaken within legal and workplace parameters

4

Report and document incident/s

4.1

Incidents are reported using appropriate document format in accordance with workplace policies and procedures

4.2

Documentation is drafted in accordance with workplace rules, regulations and guidelines

Required Skills and Knowledge

Elements describe the essential outcomes.

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

1

Monitor passenger behaviour

1.1

Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour

1.2

Potential problem situations are quickly identified and steps are taken to defuse the situation in accordance with agreed procedures

1.3

Incidents that breach legislation are identified and appropriate action is taken

1.4

Surveillance equipment is operated within legal and workplace parameters

2

Identify and resolve disruptive/unlawful activity

2.1

Nature of disruptive/unlawful behaviour is accurately assessed and, where possible, conflict is resolved using relevant conflict resolution strategies

2.2

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

2.3

Procedures are followed to isolate offender/s and to minimise disruption to other passengers where appropriate

2.4

Assistance is sought from other staff and external support services as required

2.5

Situation is resolved and follow-up action is implemented in accordance with appropriate workplace rules, regulations and guidelines

3

Take action to control unlawful behaviour

3.1

Assistance is sought from other staff and external support services as required

3.2

Nature of offence and behavioural consequences are clearly communicated to offender/s

3.3

Staff involvement in apprehending offender/s is undertaken within legal and workplace parameters

4

Report and document incident/s

4.1

Incidents are reported using appropriate document format in accordance with workplace policies and procedures

4.2

Documentation is drafted in accordance with workplace rules, regulations and guidelines

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:

applying precautions and required action to minimise, control or eliminate identified hazards

applying relevant legislation and workplace procedures

communicating and negotiating effectively with others when managing disruptive and unlawful behaviour on transport systems

completing relevant documentation

identifying and correctly using equipment, processes and procedures

interpreting and following operational instructions and prioritising work

monitoring work activities in terms of planned schedule

operating electronic communications equipment to required protocol

reading and interpreting relevant instructions, procedures, guidelines and information

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

resolving conflict situations

working collaboratively with others

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

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:

by-laws and service rules as they apply to disruptive behaviour on transport systems

common law as it applies to disruptive and unlawful behaviour on transport systems

customer service requirements

legal and workplace parameters with regard to unlawful behaviour

procedures for managing disruptive and unlawful behaviour

relevant state/territory regulations and requirements for managing disruptive and unlawful behaviour on transport systems

risks and hazards when managing disruptive behaviour on transport systems and related precautions to control the risk

transport services provided

typical problems that can occur when managing disruptive and unlawful behaviour on transport systems and appropriate action that can be taken to prevent or solve these problems.

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.