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 |
|
Teamwork |
|
Problem solving |
|
Initiative and enterprise |
|
Planning and organising |
|
Self management |
|
Learning |
|
Technology |
|
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.