Modification History
Release 1. This is the first release of this qualification in TLI10 Transport and Logistics Training Package Version 4.0.
Description
Rationale:
This is a general qualification for a person engaged in operations within the rail customer service environment undertaking a range of tasks involving known routines and procedures, and taking some responsibility for the quality of work outcomes.
Job roles:
The TLI22313 Certificate II in Rail Customer Service qualification is aligned to the following defined roles:
- Booking Clerk
- Customer Service Attendant/Assistant
- Passenger Service Officer
- Station Assistant/Officer.
- Train Buffet Operator
- Train Conductor
Pathways Information
Not applicable.
Licensing/Regulatory Information
Not applicable.
Entry Requirements
Not applicable.
Employability Skills Summary
Employability Skills Summary for TLI22313 Certificate II in Rail Customer Service
The following table contains a summary of the employability skills as identified by the Transport and Logistics Industry for this qualification. This table should be interpreted in conjunction with the detailed requirements of each unit of competency packaged in this qualification. The outcomes described here are broad industry requirements that may vary depending on packaging options.
Employability Skill |
Industry/enterprise requirements for this qualification include: |
Communication |
|
Teamwork |
|
Problem solving |
|
Initiative and enterprise |
|
Planning and organising |
|
Self management |
|
Learning |
|
Technology |
|
Packaging Rules
Requirements for achievement of the qualification
A successful assessment outcome for a total of 12 units of competency comprising:
- 8 core units listed below
plus
- 4 elective units from the general elective units listed below. Alternatively, up to 2 units may be drawn with appropriate contextualisation from any currently endorsed national Training Package or accredited course, provided that the unit contributes to the vocational outcome of the qualification.
Where imported units are selected, care must be taken to ensure that all prerequisites specified in the unit are complied with.
Core Units
Field |
Unit |
||
B |
Equipment Checking and Maintenance |
TLIB3118A |
Apply awareness of railway fundamentals |
E |
Communication and Calculation |
TLIE1003A |
Participate in basic workplace communication |
TLIE2007A |
Use communication systems |
||
TLIE2008A |
Process workplace documentation |
||
F |
Safety Management |
TLIF1001A |
Follow occupational health and safety procedures |
G |
Teamwork |
TLIG1001A |
Work effectively with others |
I |
Customer Service |
TLII2020A |
Provide assistance to customers with specific needs |
TLII3022A |
Provide customer service in rail operations |
General Elective Units
Field |
Unit |
||
B |
Equipment Checking and Maintenance |
TLIB1024A |
Clean transportation units and facilities for passenger use |
C |
Vehicle Operation |
TLIC2078A |
Identify and respond to signals and trackside signs |
D |
Load Handling |
TLID1001A |
Shift materials safely using manual handling methods |
E |
Communication and Calculation |
TLIE1005A |
Carry out basic workplace calculations |
F |
Safety Management |
HLTFA211A |
Provide basic emergency life support |
HLTFA311A |
Apply first aid |
||
TLIF2006A |
Apply accident-emergency procedures |
||
TLIF2010A |
Apply fatigue management strategies |
||
TLIF2018A |
Operate firefighting equipment |
||
TLIF2062A |
Apply awareness of safeworking rules and regulations |
||
TLIF2080C |
Safely access the rail corridor |
||
G |
Teamwork |
HLTCSD306D |
Respond effectively to behaviours of concern |
TLIG2007A |
Work in a socially diverse environment |
||
I |
Customer Service |
BSBCUS201B |
Deliver a service to customers |
SITHFAB201 |
Provide responsible service of alcohol |
||
SITXFSA101 |
Use hygienic practices for food safety |
||
K |
Technology |
TLIK2003A |
Apply keyboard skills |
TLIK2010A |
Use infotechnology devices in the workplace |
||
L |
Resource Management |
TLIL2048A |
Prepare for train departure |
O |
Security |
TLIO2011A |
Provide revenue protection measures |
P |
Administration and Finance |
TLIP2038A |
Conduct, balance and secure financial transactions |
TLIP2039A |
Ensure the confidentiality, privacy and security of customer information |
||
TLIP3034A |
Advise on and construct fares for passengers |
||
U |
Environment |
TLIU2012A |
Participate in environmentally sustainable work practices |
Custom Content Section
Not applicable.