Unit of competency Outline
Date retreived
22/07/2026 10:02 AM AWST
22/07/2026 10:02 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide assistance to customers with specific needs
Provide assistance to customers with specific needs
Unit of competency
National Code
TLII0007
TLII0007
State Code
ODX73
ODX73
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
15/06/2022
Field of Education
080501 - Sales
Original Release Date
15/06/2022
Nominal Hours
10
Description
This unit involves the skills and knowledge required to assist customers with specific needs in accordance with workplace requirements.It includes establishing contact with customers, identifying customer needs, and providing appropriate support to customers with specific needs. Work is performed with limited or minimum supervision. It involves aiding customers with specific needs requiring assistance within station areas both on and off a train.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Prepare for customers with specific needs
- 1.1 Vigilance is maintained for customers with specific needs and/or disabilities on arrival into the station platform
- 1.2 Hazards are identified, risks are assessed and control measures are implemented
- 1.3 Actions to assist customers with specific needs and/or disabilities are identified in accordance with workplace procedures and/or requirements
2 Provide assistance to customers with specific needs
- 2.1 Ancillary equipment is obtained and provided for use by customers with mobility aids, where appropriate and as required, in accordance with workplace procedures
- 2.2 Customers with assistance animals are observed and assisted in accordance with workplace procedures and/or as required
- 2.3 Customers with other specific needs are observed and assisted as required
- 2.4 Customers are assisted in a courteous manner, sensitive to customer specific needs in accordance with workplace procedures
- 2.5 Ongoing support and/or vigilance is provided to customers with specific needs to maximise customer travelling safety and comfort
- 2.6 Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations
3 Communicate regarding customers with specific needs
- 3.1 Other personnel are informed when involvement with customers with specific needs may cause delays to services and/or operations
- 3.2 Other personnel are informed about the presence of customers with specific needs, as required
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVI94 | TLII2020 | Provide assistance to customers with specific needs | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| BHP4 | TLI22321 | Certificate II in Rail Customer Service | Qualification |