This unit involves the skills and knowledge required to supervise cabin operations, in compliance with relevant regulatory requirements of the Civil Aviation Safety Authority (CASA) and national operating standards.
It includes planning and preparing for flight, supervising cabin service and resources, using and maintaining aircraft cabin equipment, and completing administrative requirements.
This unit addresses aviation non-technical skill requirements (mental, social and personal-management abilities) related to customer service duties of flight crew, and contributes to safe and effective performance in complex aviation operational environments.
Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry.
Work is performed independently or under limited supervision within a single-pilot or multi-crew environment.
Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Use for Defence Aviation is to be in accordance with relevant Defence Orders, Instructions, Publications and Regulations.
Elements and Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
Plan and prepare for flight
Liaison with relevant flight crew is undertaken to confirm departure tasks
Cabin preparation tasks are confirmed as completed and reported to appropriate flight crew
Flight crew are briefed on aircraft passenger and cargo load details as required
Supervise cabin service and resources
Cabin service standards are monitored throughout the flight in accordance with enterprise standards
Crew members are assisted to prioritise workload
Consultation with senior flight crew and other crew members is undertaken to determine improvements in efficiency and service levels
Aircraft stores and supplies are managed to achieve a cost effective result for the airline, while maintaining high quality customer service
Operational difficulties and problems are anticipated and resolved
Incidents related to unlawful interference with aviation during flight are resolved in accordance with regulatory requirements
Use and maintain aircraft cabin equipment
Cabin equipment is used in accordance with manufacturer instructions and enterprise procedures
Faults are accurately diagnosed and promptly reported in accordance with enterprise procedures
Complete administrative requirements
Cabin operations administrative documentation is completed at the appropriate time in accordance with airline procedures and regulatory requirements
Input about operational requirements is provided to appropriate personnel in accordance with enterprise procedures
Evidence of Performance
Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:
adapting to differences in equipment and operating environment in accordance with standard operating procedures
applying precautions and required action to minimise, control or eliminate identified hazards
applying relevant legislation and workplace procedures
communicating effectively with others when providing leadership and supervising cabin operations
identifying and correctly using relevant equipment
implementing contingency plans
implementing response actions to unlawful interference with aviation incidents relevant to own role
implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations
interpreting and following operational instructions and prioritising work
modifying activities depending on workplace contingencies, situations and environments
monitoring and anticipating operational problems and hazards and taking appropriate action
monitoring work activities in terms of planned schedule
operating electronic communications equipment to required protocol
reading, interpreting and following relevant regulations, instructions, procedures, information and signs
reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures
responding appropriately to cultural differences in the workplace
selecting and using required personal protective equipment conforming to industry and WHS/OHS standards
working collaboratively with others
working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.
Evidence of Knowledge
Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:
airline standards, principles and philosophies for providing quality customer service to passengers
airline structure, products, policies, procedures and service standards
appropriate service to customers with a range of disabilities and specific needs
cabin features and amenities for various types of aircraft
cabin product and service procedures
complaint handling procedures
customer service records/documentation
features, amenities and departure gate locations of terminals at designated airports
importance of customer service to airline and to individual crew responsibility
needs and expectations of different types of customers, including internal and external customers
problems that may occur when providing customer service to passengers on aircraft flights and appropriate action that should be taken in each case
relevant enterprise business plans
relevant customs, quarantine, equal opportunity and anti-discrimination regulations
relevant sections of Civil Aviation Safety Regulations (CASRs) and Civil Aviation Orders for supervision of cabin operations
relevant WHS/OHS regulations
risks that exist when providing customer service to passengers on aircraft flights and related risk control procedures and precautions
service quality and continuous improvement principles
unlawful interference with aviation incidents and response actions relevant to own role:
causing damage to an aircraft that is in service that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk
committing an act at an airport, or causing any interference or damage, that puts the safe operation of the airport, or the safety of any person at the airport, at risk
destroying an aircraft that is in service
doing anything on board an aircraft that is in service that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk
placing, or causing to be placed, on board an aircraft that is in service anything that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk
putting the safety of an aircraft at risk by communicating false or misleading information
putting the safety of aircraft at risk by interfering with, damaging or destroying air navigation facilities
taking control of an aircraft by force, or threat of force, or any other form of intimidation or by any trick or false pretence.
As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.
As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.
Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.
Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in simulated workplace operational situations that reflect workplace conditions.
Resources for assessment must include access to:
a range of relevant exercises, case studies and/or simulations
acceptable means of simulation assessment
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
relevant materials, tools, equipment and personal protective equipment currently used in industry.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Range is restricted to essential operating conditions and any other variables essential to the work environment.
Problems and incidents during supervision of cabin operations must include one or more of the following:
delayed or cancelled flight
faulty cabin service or aircraft safety equipment
incidents classified as unlawful interference with aviation
passenger or staff illness
use of technical devices
I â€“ Customer Service