Unit of competency Outline

Date retreived
23/07/2026 2:16 AM AWST

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Provide assistance to customers with specific needs

Provide assistance to customers with specific needs

Unit of competency
National Code
TLII2020
State Code
AVI94
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
19/10/2015
View on TGA
State Implementation and Classification
Approved Date
23/02/2016
Field of Education
080501 - Sales
Original Release Date
23/02/2016
Nominal Hours
10
Description
This unit involves the skills and knowledge required to assist customers with specific needs in accordance with organisational 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 providing assistance to 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 in wheelchairs where appropriate and as required
  • 2.2 Customers with seeing eye/hearing dogs are observed and assisted 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
  • 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
WI826 TLII2020A Provide assistance to customers with specific needs Unit of competency
Replaced By
State Code National Code Title Type
ODX73 TLII0007 Provide assistance to customers with specific needs Unit of competency
State Code National Code Title Type
BDR9 TLI22318 Certificate II in Rail Customer Service Qualification
AWR1 TLI22315 Certificate II in Rail Customer Service Qualification