TLIO3012A Manage disruptive and/or unlawful behaviour

Release: 1

TLIO3012A Manage disruptive and/or unlawful behaviour

Modification History

Not Applicable

Unit Descriptor

Unit Descriptor	This unit involves the skills and knowledge required to manage disruptive and/or unlawful behaviour on transport systems, including monitoring passenger behaviour, identifying and attending to disruptive/unlawful activity, taking appropriate action to control disruptive/unlawful behaviour, and reporting and documenting incident(s). Licensing, legislative, regulatory or certification requirements are applicable to this unit.

Application of the Unit

Application of the Unit	Work must be carried out in compliance with the relevant regulations of the relevant state/territory authorities related to the management of disruptive and/or unlawful behaviour on transport systems. Work is performed individually, but skills are required to work within a team environment. It involves the application of routine procedures and regulatory requirements to the management of disruptive and/or unlawful behaviour on transport systems.

Licensing/Regulatory Information

Refer to Unit Descriptor

Pre-Requisites

Not Applicable

Employability Skills Information

Employability Skills	This unit contains employability skills.

Elements and Performance Criteria Pre-Content

Elements describe the essential outcomes of a unit of competency.	Performance criteria describe the required performance needed to demonstrate achievement of the element. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1 Monitor passenger behaviour	1.1 Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour 1.2 Potential problem situations are quickly identified and steps taken to defuse the situation in accordance with agreed procedures 1.3 Incidents which breach legislation are identified and appropriate action is taken 1.4 Surveillance equipment is operated within legal and workplace parameters
2 Identify and resolve disruptive/unlawful activity	2.1 The nature of disruptive or unlawful behaviour is accurately assessed and, if possible, conflict is resolved using relevant conflict resolution strategies 2.2 Procedures are followed to isolate the offender(s) and minimise disruption to other passengers where appropriate 2.3 Assistance is sought from other staff and external support services where necessary 2.4 The situation is resolved and follow-up action is implemented according to the appropriate workplace rules, regulations and guidelines
3 Take action to control unlawful behaviour	3.1 Assistance is sought from other staff and external support services where necessary 3.2 The nature of the offence and the consequences of the behaviour are clearly communicated to the offender 3.3 Staff involvement in the apprehension of offenders is undertaken within legal and workplace parameters
4 Report and document incident(s)	4.1 Incidents are reported using the appropriate document format in accordance with workplace policies and procedures 4.2 All documentation is drafted in accordance with workplace rules, regulations and guidelines

Required Skills and Knowledge

REQUIRED KNOWLEDGE AND SKILLS
This describes the essential knowledge and skills and their level required for this unit.
Required knowledge:
Relevant state and territory regulations and requirements pertaining to the management of disruptive and unlawful behaviour on transport systems
Relevant OH&S and environmental protection procedures and guidelines
Risks and hazards when managing disruptive behaviour on a transport system and related precautions to control the risk
Transport services provided
Procedures for the management of disruptive and unlawful behaviour
Legal and workplace parameters with regard to unlawful behaviour
By-laws and service rules as they apply to disruptive behaviour on transport systems
Common law as it applies to disruptive and unlawful behaviour on transport systems
Customer service requirements
Typical problems that can occur when managing disruptive and unlawful behaviour on transport systems and appropriate action that can be taken to prevent or solve them

Required skills:
Communicate and negotiate effectively with others when managing disruptive and unlawful behaviour on transport systems
Resolve conflict situations
Read and interpret instructions, procedures, guidelines and information relevant to the management of disruptive and unlawful behaviour on transport systems
Interpret and follow operational instructions and prioritise work
Complete documentation related to work activities
Operate electronic communication equipment to required protocol
Work collaboratively with others when managing disruptive and unlawful behaviour on transport systems
Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others
Promptly report and/or rectify any identified problems that may occur when managing disruptive and unlawful behaviour on transport systems in accordance with regulatory requirements and workplace procedures
Implement contingency plans for unanticipated situations that may arise when managing disruptive and unlawful behaviour on transport systems
Apply precautions and required action to minimise, control or eliminate hazards that may exist during the management of disruptive and unlawful behaviour on transport systems
Monitor work activities in terms of planned schedule
Modify activities depending on differing operational contingencies, risk situations and environments
Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment
Identify and correctly use equipment, processes and procedures
Adapt to differences in equipment in accordance with standard operating procedures
Select and use required personal protective equipment conforming to industry and OH&S standards

Evidence Guide

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit	The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying: the underpinning knowledge and skills relevant legislation and workplace procedures other relevant aspects of the range statement
Context of and specific resources for assessment	Performance is demonstrated consistently over a period of time and in a suitable range of contexts Resources for assessment include: a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or access to an appropriate range of relevant operational situations in the workplace In both real and simulated environments, access is required to: relevant and appropriate materials and equipment, and applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment	Assessment of this unit must be undertaken by a registered training organisation As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests Practical assessment must occur: through activities in an appropriately simulated environment at the registered training organisation, and/or in an appropriate range of situations in the workplace

Range Statement

RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Operations may be conducted in:	in a range of work environments and weather conditions by day or night
Customers may be:	internal or external
Facilities and transportation units may include:	stations/interchanges/stops carriages buses/coaches amenities depots/other transport facilities cafeterias toilets ticket offices
Problems may include	arguments hostilities fare evasion verbal abuse physical abuse graffiti lack of compliance with no smoking signs lack of compliance with transport regulations drunken behaviour
Equipment may include:	video/audio equipment security services (internal or external) warning lighting security mirrors alarms
Contingency processes may involve:	notification of external agencies where necessary e.g. police, security guards etc. assistance from other staff if necessary
Customer safety surveillance may include:	foot patrol automatic camera monitoring local and remote monitoring vehicle patrol
Consultative processes may involve:	customers private and public sector security personnel police security consultants other employees and supervisors management
Communication in the work area may include:	mobile and fixed phones radio oral, aural or signed communications
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:	company procedures enterprise procedures workplace procedures established procedures
Personal protective equipment may include:	gloves safety headwear and footwear firearms two-way radios
Information/documents may include:	workplace procedures, regulations, guidelines practices and policies job specifications organisation insurance requirements reports of incidents documentation and records of security breaches conflict resolution documentation relevant manufacturers specifications for equipment used competency standards and training materials codes of practice and regulations concerning transport security award, enterprise bargaining agreement, other industrial arrangements standards and certification requirements quality assurance procedures emergency response procedures rules and regulations in regard to disruptive/unlawful behaviour
Applicable regulations and legislation may include:	state/territory OH&S regulations and legislation concerning transport security relevant Australian Standards and certification requirements relevant state/territory privacy legislation relevant state/territory firearms legislation licensing and permits for firearms and security occupations relevant state/territory road rules and traffic acts

Unit Sector(s)

Not Applicable

Competency Field

Competency Field	O - Security