Assessment Requirements for TLII3009 Provide on-board services to customers

Release: 1

Assessment Requirements for TLII3009 Provide on-board services to customers

Modification History

Release 1. This is the first release of this unit of competency in the TLI Transport and Logistics Training Package.

Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:
applying relevant legislation and workplace procedures communicating effectively with others completing relevant documentation completing transactions and revenue protection activities handling and resolving conflict and grievance situations interpreting and following operational instructions and prioritising work modifying activities depending on operational contingencies, risk situations and environments monitoring work activities in terms of planned schedule operating and adapting to differences in equipment in accordance with standard operating procedures operating electronic communications equipment to required protocol reading and interpreting relevant instructions, procedures, information and signs working collaboratively with others working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:
concessional privileges customer service requirements details of on-board services provided to customers fare structures organisational policies and procedures organisation’s transport services procedures for using communications equipment relevant work health and safety (WHS)/occupational health and safety (OHS) and environmental protection procedures and guidelines relevant state/territory regulations and requirements pertaining to revenue protection services for customers who have a disability timetables typical problems that can occur when providing on-board services to customers and related appropriate action that can be taken to prevent or solve these problems.

Assessment Conditions

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment. As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment. Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions. Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate. Resources for assessment include: a range of relevant exercises, case studies and/or simulations relevant and appropriate materials, tools, equipment and personal protective equipment currently used in industry applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=df441c6e-213d-43e3-874c-0b3f7036d851