Assessment Requirements for TLII3022 Provide customer service in rail operations

Release: 2

Assessment Requirements for TLII3022 Provide customer service in rail operations

Modification History

Release 2. This is the second release of this unit of competency in the TLI Transport and Logistics Training Package: Minor grammatical changes in Performance Criteria 1.2 Minor change in Performance Evidence Minor statement changes in Assessment Conditions.
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:
communicating effectively with others delivering service to customers at train station platforms and/or on a train establishing contact with customers identifying customer needs identifying job hazards and taking required action to minimise, control or eliminate identified hazards interpreting and following operational instructions and prioritising duties in accordance with customer needs modifying activities depending on operational contingencies, risk situations and environments reading and interpreting relevant instructions, procedures, information and signs.

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:
availability and types of alternative service for customers during planned and unplanned events that may affect regular services emergency procedures and emergency response plans relevant documentation/records relevant environmental protection legislation relevant privacy, antidiscrimination and confidentiality operational procedures relevant state/territory legislation, regulations and organisational policies, procedures and codes of practice relevant work health and safety (WHS)/occupational health and safety (OHS) legislation service timetables and network information commonly requested by customers types of inquiries that are likely to be made and appropriate responses, in accordance with workplace procedures workplace instructions and procedures for transporting customers with specific needs.

Assessment Conditions

Assessors must hold credentials specified within the Standards for Registered Training Organisations current at the time of assessment. Assessment must satisfy the Principles of Assessment and Rules of Evidence and all regulatory requirements included within 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 rail 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 must include access to: a range of relevant exercises, case studies and/or simulations relevant and appropriate materials and personal protective equipment (PPE) currently used in industry applicable documentation including workplace procedures, regulations, codes of practice and operation manuals.

Links

Companion Volume Implementation Guide - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=df441c6e-213d-43e3-874c-0b3f7036d851