TLI33115 Certificate III in Rail Customer Service

Release 1

TLI33115 Certificate III in Rail Customer Service

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 who is engaged in the rail customer service environment.

They may perform a broad range of skilled applications 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

This qualification is aligned to the following defined roles:

Passenger Service Officer

Senior Customer Service Assistant/Officer

Station Manager

Station Officer.

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

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.
Core units
BSBCUS201	Deliver a service to customers
SITXCOM401	Manage conflict
TLIB3118	Apply awareness of railway fundamentals
TLIE3022	Complete workplace documents
TLIF3003	Implement and monitor work health and safety procedures
TLIF3085	Apply local incident response procedures
TLIG3003	Apply positive behaviours in the workplace
TLIJ3002	Apply quality systems
General elective units
BSBCUS301	Deliver and monitor a service to customers
BSBWOR301	Organise personal work priorities and development
HLTAID002	Provide basic emergency life support
HLTAID003	Provide first aid
PSPGOV205B	Participate in workplace change
PUAWER005B	Operate as part of an emergency control organisation
TLIC2078	Identify and respond to signals and trackside signs
TLIF2010	Apply fatigue management strategies
TLIF2062	Apply awareness of safeworking rules and regulations
TLIF2080	Safely access the rail corridor
TLIF2081	Perform lookout duties
TLIF3058	Apply safeworking rules and regulations to rail functions
TLIG3002	Lead a work team or group
TLIL3072	Operate signal panel or equipment
TLIO2011	Provide revenue protection measures
TLIO3012	Manage disruptive and/or unlawful behaviour
TLIO3015	Maintain security of railway property and revenue
TLIP2039	Ensure the confidentiality, privacy and security of customer information
TLIP3034	Advise on and construct fares for passengers
TLIU2012	Participate in environmentally sustainable work practices
TLIW2037	Clip and secure points

Qualification Mapping Information

This qualification replaces and is equivalent to TLI33113 Certificate III in Rail Customer Service.

Links

TLI Transport and Logistics Training Package Companion Volume Implementation Guide at: - http://tlisc.org.au/training-packages/rail-training/