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Qualification details

TLI33113 - Certificate III in Rail Customer Service (Release 2)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Supersedes TLI30410 - Certificate III in Transport and Logistics (Rail Operations)Not equivalent 23/Dec/2013
Is superseded by and equivalent to TLI33115 - Certificate III in Rail Customer Service 18/Oct/2015

Releases:
ReleaseRelease date
2 (this release) 17/Feb/2014
(View details for release 1) 24/Dec/2013

Delivery:
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Training packages that include this qualification

Units of competency

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PSPGOV205B - Participate in workplace changeParticipate in workplace changeSupersededElective
BSBCUS301B - Deliver and monitor a service to customersDeliver and monitor a service to customersSupersededElective
TLIG3002A - Lead a work team or groupLead a work team or groupSupersededElective
TLIF2080C - Safely access the rail corridorSafely access the rail corridorSupersededElective
TLIP2039A - Ensure the confidentiality, privacy and security of customer informationEnsure the confidentiality, privacy and security of customer informationSupersededElective
PUAWER005B - Operate as part of an emergency control organisationOperate as part of an emergency control organisationSupersededElective
TLIO2011A - Provide revenue protection measuresProvide revenue protection measuresSupersededElective
TLIF3003A - Implement and monitor occupational health and safety proceduresImplement and monitor occupational health and safety proceduresSupersededCore
TLIC2078A - Identify and respond to signals and trackside signsIdentify and respond to signals and trackside signsSupersededElective
TLIL3072A - Operate signal panel or equipmentOperate signal panel or equipmentSupersededElective
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Classifications

SchemeCodeClassification value
ANZSCO Identifier 451799 Travel Attendants Nec 
ASCO (occupation type) Identifier 8319-11 Railways Assistant 
ASCED Qualification/Course Field of Education Identifier 0807 Tourism 
Qualification/Course Level of Education Identifier 514 Certificate III 
Taxonomy - Industry Sector N/A Rail Transport 
Taxonomy - Occupation N/A Station Manager,Station Officer,Senior Customer Service Assistant/Officer,Passenger Service Officer 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 451799 Travel Attendants Nec 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 514 Certificate III 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 persons engaged in the rail customer service environment who perform tasks involving a broad range of skilled applications applied in a wide variety of contexts, which may involve application of some discretion and judgement in selecting equipment, services or contingency measures. It may also include responsibility for coordinating the work of others.

Job roles: 

The TLI33113 Certificate III in Rail Customer Service qualification is aligned to the following defined roles:

  • Passenger Service Officer
  • Senior Customer Service Assistant/Officer
  • Station Manager
  • Station Officer.

Pathways Information

Not applicable.

Licensing/Regulatory Information

Not applicable.

Entry Requirements

Not applicable.

Employability Skills Summary

Employability Skills Summary for TLI33113 Certificate III 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 
  • Implement and monitor communication systems and procedures required for rail customer service operations
  • Read and interpret relevant procedures, instructions, signs and labels applicable to the job role
  • Speak clearly and directly on matters related to rail customer service operations
  • Listen to and interpret verbal information related rail customer service operations
  • Write/complete basic documents as part of duties
  • Negotiate issues with others in the course of rail customer service operations
  • Recognise and interpret non-verbal signs, signals and behaviour
  • Use relevant communication equipment

Teamwork 
  • Work effectively with others in the course of rail customer service operations
  • Provide leadership to team or work group
  • Motivate others in the workplace
  • Assist others in the workplace to achieve and maintain competence
  • Assist in the resolution of any interpersonal conflicts that may arise during rail customer service operations
  • Avoid and prevent the harassment of others in the workplace

Problem solving 
  • Identify and solve or report problems arising in the course of rail customer service operations
  • Monitor and anticipate problems that may occur in the course of rail customer service operations and take appropriate action to report or resolve the problems within limits of responsibility
  • Identify and control hazards and risks in a range of rail customer service operation situations and take appropriate precautions
  • Use mathematics to solve various calculations related to rail customer service operations

Initiative and enterprise 
  • Modify activities dependent on differing situations and contingencies
  • Take appropriate initiatives in a range of operational situations such as those above
  • 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
  • Implement the workplace security and safety management systems
  • Monitor and evaluate operational performance and compliance
  • Collect and interpret information needed in the course of rail customer service operations
  • Organise and plan work activities
  • Manage time and priorities in the course of rail customer service operations

Self management 
  • Interpret and apply procedures and instructions
  • Establish and follow own work plans and schedules
  • Evaluate own work performance

Learning 
  • Assist others to adapt to any changes in workplace systems, equipment, procedures and the workplace operating environment
  • Assist in the instruction, coaching or mentoring of others in the workplace
  • Contribute to the assessment of the competence of others in the workplace
  • Participate in the updating of own knowledge and skills required for rail customer service operations

Technology 
  • Use equipment and materials required during rail customer service operations
  • Follow and apply operational and servicing instructions for equipment used during rail customer service operations
  • Follow and apply work health and safety (WHS)/occupational health and safety (OHS) procedures when conducting rail customer service operations

Packaging Rules

Requirements for completion of the qualification 

A successful assessment outcome for a total of 12 units of competency  comprising:

  • 8 core units  listed below

plus

  • 4 general elective units  from the 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 

TLIE3022A

Complete workplace documents

F 

Safety Management 

TLIF3003A

Implement and monitor occupational health and safety procedures

TLIF3085A

Apply local incident response procedures

G 

Teamwork 

TLIG3003A

Apply positive behaviours in the workplace

I 

Customer Service 

BSBCUS201B

Deliver a service to customers

SITXCOM401

Manage conflict

J 

Quality 

TLIJ3002A

Apply quality systems

General Elective Units 

Field 

Unit 

C 

Vehicle Operation 

TLIC2078A

Identify and respond to signals and trackside signs

F 

Safety Management 

HLTFA211A

Provide basic emergency life support

HLTFA311A

Apply first aid

PUAWER005B

Operate as part of an emergency control organisation

TLIF2010A

Apply fatigue management strategies

TLIF2062A

Apply awareness of safeworking rules and regulations

TLIF2080C

Safely access the rail corridor

TLIF2081B

Perform lookout duties

TLIF3058A

Apply safeworking rules and regulations to rail functions

G 

Teamwork 

TLIG3002A

Lead a work team or group

I 

Customer Service 

BSBCUS301B

Deliver and monitor a service to customers

L 

Resource Management 

BSBWOR301B

Organise personal work priorities and development

PSPGOV205B

Participate in workplace change

TLIL3072A

Operate signal panel or equipment

O 

Security 

TLIO2011A

Provide revenue protection measures

TLIO3012A

Manage disruptive and/or unlawful behaviour

TLIO3015A

Maintain security of railway property and revenue

P 

Administration and Finance 

TLIP2039A

Ensure the confidentiality, privacy and security of customer information

TLIP3034A

Advise on and construct fares for passengers

U 

Environment 

TLIU2012

Participate in environmentally sustainable work practices

W 

Equipment and Systems Operations 

TLIW2037B

Clip and secure points

Custom Content Section

Not applicable.

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