Modification History
Release 1. This is the first release of this qualification in the TLI Transport and Logistics Training Package.
Qualification Description
This is a 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 TLI22315 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.
No licensing, legislative or certification requirements apply to this qualification at the time of publication.
Entry Requirements
There are no entry requirements for this qualification.
Packaging Rules
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A total of 12 units of competency comprising: 8 core units listed below plus 4 general elective units from the general elective units listed below. Up to 2 of the general elective units may be selected from any relevant nationally endorsed Training Package. The general elective units must contribute to the vocational outcomes of the qualification Where imported units are selected, care must be taken to ensure that all prerequisite units specified are complied with. |
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Core units |
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TLIB3118 |
Apply awareness of railway fundamentals |
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TLIE1003 |
Participate in basic workplace communication |
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TLIE2007 |
Use communications systems |
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TLIE2008 |
Process workplace documentation |
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TLIF1001 |
Follow work health and safety procedures |
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TLIG1001 |
Work effectively with others |
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TLII2020 |
Provide assistance to customers with specific needs |
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TLII3022 |
Provide customer service in rail operations |
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General elective units |
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BSBCUS201 |
Deliver a service to customers |
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CHCCCS020 |
Respond effectively to behaviours of concern |
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HLTAID002 |
Provide basic emergency life support |
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HLTAID003 |
Provide first aid |
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SITHFAB201 |
Provide responsible service of alcohol |
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SITXFSA101 |
Use hygienic practices for food safety |
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TLIB1024 |
Clean transportation units and facilities for passenger use |
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TLIC2078 |
Identify and respond to signals and trackside signs |
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TLID1001 |
Shift materials safely using manual handling methods |
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TLIE1005 |
Carry out basic workplace calculations |
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TLIF2006 |
Apply accident-emergency procedures |
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TLIF2010 |
Apply fatigue management strategies |
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TLIF2018 |
Operate firefighting equipment |
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TLIF2062 |
Apply awareness of safeworking rules and regulations |
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TLIF2080 |
Safely access the rail corridor |
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TLIG2007 |
Work in a socially diverse environment |
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TLIK2003 |
Apply keyboard skills |
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TLIK2010 |
Use infotechnology devices in the workplace |
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TLIL2048 |
Prepare for train departure |
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TLIO2011 |
Provide revenue protection measures |
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TLIP2038 |
Conduct, balance and secure financial transactions |
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TLIP2039 |
Ensure the confidentiality, privacy and security of customer information |
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TLIP3034 |
Advise on and construct fares for passengers |
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TLIU2012 |
Participate in environmentally sustainable work practices |
Qualification Mapping Information
This qualification replaces and is equivalent to TLI22313 Certificate II in Rail Customer Service.
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=df441c6e-213d-43e3-874c-0b3f7036d851
