Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Customers with specific needs may include:
older people
people with disabilities, which may include mobility, physical, intellectual, psychiatric, neurological, sensory, learning disabilities
people with prams/small children
people with heavy luggage
Ancillary equipment may include:
audible alarms
emergency evacuation equipment
hearing loops
platform markers for customers who are visually impaired
wheelchair ramps
visual alerts
Other personnel may include:
customer service assistant
platform staff
signaller
train controller
train driver
Services and/or operations may include:
alternative transport
local area information
network layout
other customer service options
ticketing information
timetables
Preparation may include visual check:
for customers on platforms
of ancillary equipment

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 competence in this unit must be relevant to and satisfy all of the requirements of the Elements, Performance Criteria, Required Skills, Required Knowledge and include demonstration of applying:
required knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement.
Assessment must include exercises demonstrate competent performance of the following in a range of situations:
identifying different categories of specific need
correctly using ancillary equipment to assist customers with specific needs
identifying delays that may occur when assisting customers with specific needs and the correct procedures for dealing with them
identifying types of inquires that are likely to be made and providing appropriate responses.
Context of and specific resources for assessment
Performance is demonstrated consistently over time and in a suitable range of contexts.
Resources for assessment include access to:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
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
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, and/or
in an appropriate range of situations in the workplace.