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Qualification details

TLI22313 - Certificate II in Rail Customer Service (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Supersedes TLI10410 - Certificate I in Transport and Logistics (Rail Operations)Not equivalent 23/Dec/2013
Supersedes TLI20410 - Certificate II in Transport and Logistics (Rail Operations)Not equivalent 23/Dec/2013
Is superseded by and equivalent to TLI22315 - Certificate II in Rail Customer ServiceUpdated to align with the Standards for Training Packages. 18/Oct/2015

Releases:
ReleaseRelease date
1 1 (this release) 24/Dec/2013

Delivery:
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Training packages that include this qualification

Units of competency

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TLIP3034A - Advise on and construct fares for customersAdvise on and construct fares for customersSupersededN/A
TLIF2006A - Apply accident-emergency proceduresApply accident-emergency proceduresSupersededN/A
TLIB3118A - Apply awareness of railway fundamentalsApply awareness of railway fundamentalsSupersededN/A
TLIF2062A - Apply awareness of safeworking rules and regulationsApply awareness of safeworking rules and regulationsSupersededN/A
TLIF2010A - Apply fatigue management strategiesApply fatigue management strategiesSupersededN/A
HLTFA311A - Apply first aidApply first aidSupersededN/A
TLIK2003A - Apply keyboard skillsApply keyboard skillsSupersededN/A
TLIE1005A - Carry out basic workplace calculationsCarry out basic workplace calculationsSupersededN/A
TLIB1024A - Clean transportation units and facilities for passenger useClean transportation units and facilities for passenger useSupersededN/A
TLIP2038A - Conduct, balance and secure financial transactionsConduct, balance and secure financial transactionsSupersededN/A
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Classifications

SchemeCodeClassification value
ANZSCO Identifier 899917 Railways Assistant 
ASCO (occupation type) Identifier 8319-11 Railways Assistant 
ASCED Qualification/Course Field of Education Identifier 0807 Tourism 
Qualification/Course Level of Education Identifier 521 Certificate II 
Taxonomy - Industry Sector N/A Rail Transport 
Taxonomy - Occupation N/A Booking Clerk,Train Conductor,Train Buffet Operator,Station Assistant/Officer,Passenger Service Officer,Customer Service Attendant/Assistant 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 899917 Railways Assistant 02/May/2014 
ASCO (occupation type) Identifier 8319-11 Railways Assistant 02/May/2014 
ASCED Qualification/Course Field of Education Identifier 0807 Tourism 02/May/2014 
Qualification/Course Level of Education Identifier 521 Certificate II 24/Dec/2013 
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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 
  • Use communication systems and procedures
  • Read and follow relevant, instructions, manuals, notices and signs applicable to their role
  • Speak clearly and directly on matters related to their role
  • Complete documents as part of duties, including completion of relevant forms
  • Recognise and interpret non-verbal signs, signals and behaviour
  • Use relevant communication equipment.

Teamwork 
  • Participate in the resolution of any interpersonal conflicts that may arise during workplace activities
  • Avoid and prevent the harassment of others in the workplace
  • Collaborate with others in the course of their work

Problem solving 
  • Identify and solve or report problems arising in the course of their work
  • Recognise problems that may occur in the course of their work and take appropriate action to report or resolve the problems within limits of responsibility
  • Recognise hazards and risks in a range of workplace situations and take appropriate precautions

Initiative and enterprise 
  • Respond appropriately to any changes in equipment, standard operating procedures and the working environment

Planning and organising 
  • Follow and apply operational and emergency plans, systems and procedures
  • Comply with applicable rail and safety regulations and codes of practice
  • Follow and apply workplace security and safety management systems and safeworking requirements
  • Collect and interpret information needed in the course of the their work within limits of responsibility
  • Manage time in the course of their work

Self management 
  • Interpret and apply applicable instructions and procedures
  • Follow work plans and schedules
  • Check own work performance

Learning 
  • Participate in updating own required knowledge and skills, in response to any changes in the processes and equipment used in their workplace

Technology 
  • Operate equipment and use tools required as part of their work role
  • Follow and apply operational and servicing instructions for equipment used in their work
  • Follow and apply the applicable safeworking requirements and work health and safety (WHS)/occupational health and safety (OHS) procedures when using equipment and facilities

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.

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