Unit of competency Outline

Date retreived
23/07/2026 5:19 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 first-level rail network wayside technical support remotely

Provide first-level rail network wayside technical support remotely

Unit of competency
National Code
TLIB0009
State Code
OCG81
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
27/10/2020
View on TGA
State Implementation and Classification
Approved Date
01/04/2021
Field of Education
039907 - Rail Operations
Original Release Date
01/04/2021
Nominal Hours
35
Description
This unit involves the skills and knowledge required to provide first-level rail network wayside system technical support remotely.It includes determining the rail user, wayside system being used and identifying faults. It also includes proving resolution of issue, whilst maintaining effective communications.This unit applies to a technically competent or experienced person who, while working under a level of supervision, has responsibility in a frontline technical support capacity to exercise discretion and judgement using appropriate rail wayside knowledge to provide technical assistance and remote help desk support to rail users.Job Role:Job roles and titles vary across different rail sectors. Possible job titles relevant to this unit include:asset help.No licensing, legislative, or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Determine the rail user support issue
  • 1.1 Eligibility status of the rail user experiencing difficulties is determined in accordance with workplace procedures
  • 1.2 Wayside system fault is clarified with rail user using active listening and questioning techniques
  • 1.3 Safety and environmental hazards are identified, risks assessed and control measures implemented in accordance with regulator and workplace procedures
  • 1.4 Nature of the wayside system fault is confirmed using technical language that is appropriate for the rail user
2. Identify the rail wayside system being used by the rail user
  • 2.1 Application of rail wayside system being used by the rail user is identified and confirmed
  • 2.2 Wayside system function, location and the stage of the process they have reached is identified, using active listening and questioning techniques
  • 2.3 Rail user is stepped back to the beginning of the process using plain language and effective problem-solving process
  • 2.4 Rail user is walked through the problem-solving process in a clear and logical manner
3. Confirm resolution of rail user support issue
  • 3.1 Factors that may have created the wayside fault are determined, described and eliminated in accordance with effective problem-solving process and workplace procedures
  • 3.2 Wayside system recovery is explained and the rail user is guided through the appropriate resolution process for the identified issue
  • 3.3 Sufficient instructions are provided to the rail user to enable effective handling and resolution of the wayside issue, if it recurs
  • 3.4 Next level escalation is offered, if the rail user request is not possible to resolve under current circumstances
  • 3.5 Rail wayside issue resolution and actions taken are documented in accordance with workplace procedures
4. Maintain effective communications
  • 4.1 Resolution of wayside system fault is confirmed with rail user in accordance with workplace procedures
  • 4.2 Rail user satisfaction with the current service is confirmed in accordance with workplace procedures
  • 4.3 Supplementary support or follow-up actions are discussed in accordance with workplace procedures
  • 4.4 Relevant rail wayside records are completed and required follow-up actions recorded in accordance with workplace procedures and requirements
No information
No information
No information