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. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Passenger transport operation may be conducted:
by day or night
in any allowable weather conditions

Passengers with special needs may include:
children travelling alone or under supervision
pregnant women
nursing mothers
the elderly
persons with a physical and/or intellectual disability
prisoners being transported under escort
non-English speaking passengers
international visitors with special requirements
medical transports remaining on board aircraft/vehicle/rail carriage/vessel during transits
deportees, where applicable (who may require special handling i.e. no alcohol, passport retained by on-board manager, etc.)

Transport services may include:
taxi and hire car services
tram, bus or coach services
rail services
domestic and international commercial maritime services
domestic and international commercial aviation services

Assistance to passengers with special needs may be provided in all customer service situations relevant to the transport mode concerned, including:
when the passengers with special needs are officially in the care of the transport operator's staff
while on the transport vehicle, rail coach, vessel or aircraft
while at railway stations, airports, depots and terminals
while on the transport operator's property and premises
during emergency situations

Equipment/resources required to assist passengers with various types of special need may include:
wheelchairs
transport carts
personal elevators
ramps
special restraints
bassinets and other relevant baby equipment
appropriate medical equipment
translators or text information in appropriate languages
amusement resources for children
identification tags (where relevant)
restraining equipment where applicable for persons under police escort
other resources required to assist special needs passengers at time of embarkation, disembarkation or during the journey

Precautions and procedures to be applied when assisting special needs passengers may include:
manual handling principles and procedures as per regulatory requirements
equal opportunity principles and procedures as per regulatory requirements
security principles and procedures as per regulatory requirements
policies and procedures for assisting persons of non-English speaking background
safety-related regulatory requirements

Depending on the type of organisation concerned and the local terminology used, workplace procedures may be referred to as:
company procedures
enterprise procedures
organisational procedures
established procedures
standard operating procedures

Information/documentation may include:
relevant regulatory requirements pertaining to the various transport contexts and categories of special needs concerned, including requirements of equal opportunity and anti-discrimination legislation
workplace instructions and procedures for the transport of passengers with specific types of special needs
safety and emergency procedures and regulatory requirements
customer requests
instructions from parents, guardians, carers, escorts, etc. where applicable
instructions from relevant authorities (dependent on context) such as medical staff, sheriff's office, security staff, airlines internal auditors, etc.
guidance materials on key regulatory requirements, such as manual handling procedures, equal opportunity, communicating with people of non-English speaking background, etc.
manufacturers instructions, specifications and recommended operating procedures for equipment needed to assist persons with various types of special needs
information on transport and terminal facilities available to passengers with various types of special need
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards

Applicable regulation and legislation may include:
depending on the transport context concerned, relevant international, Australian and state/territory regulatory requirements pertaining to the provision of transport services to persons with special needs
relevant state/territory OH&S legislation, including regulations pertaining to manual handling procedures
relevant anti-discrimination legislation
relevant state/territory equal opportunity legislation
privacy legislation
community care legislation related to the care of minors
relevant consumer and trade practice legislation

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the 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
Processes and techniques must be equitable and fulfil regulatory requirements. This includes the assessment of language and literacy proficiency to the required workplace standard

Resources for assessment include:

a range of relevant exercises, case studies and 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/or equipment, and/or
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 appropriately simulated activities at the registered training organisation, and/or
in an appropriate range of situations in the workplace