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.

Customer service may be provided:
on any passenger-carrying aircraft type in commercial service
during short and/or long haul services
in any category of service, including economy, business and first class
in any allowable operating and weather conditions
in accordance with regulatory and operational requirements

Performance may be demonstrated:
on an approved cabin service simulator
in a suitably simulated work environment
on a passenger-carrying aircraft

Aircraft features and amenities may include:
toilets
cabin crew alert buttons
wheelchairs and equipment for aiding disabled passengers
seat controls and adjustments
equipment for use with babies
audio-visual equipment
overhead lockers
telephone
movie screens
in-flight entertainment resources such as in-seat videos

Terminal facilities may include:
baggage carousel locations
transit lounges
airline clubs/lounges
food outlets and restaurants
ATMs, banks and money/travellers' cheques exchange services
duty free shopping
customs services

Transport options may include:
buses
trains
taxis
hire cars
shuttle buses
rental vehicle services

Persons consulted may include:
passengers
other cabin crew and flight crew members
ground staff
catering staff
aircraft resourcing staff
technical staff

Dependent 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/documents may include:
sections of Civil Aviation Safety Regulations and Civil Aviation Orders and other regulations relevant to cabin service and safety operations
airline procedures and instructions and job specification
OH&S regulations and procedures
cabin service checklists and procedures
cabin equipment operational manuals
emergency procedures
flight passenger schedules
information on terminal facilities and transport options at designated airports
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards

Applicable regulations and legislation may include:
relevant requirements, standards and recommended practices of the International Civil Aviation Organization (ICAO)
relevant Australian Civil Aviation Safety Regulations and Civil Aviation Orders
Civil Aviation Act
relevant OH&S legislation
environmental protection legislation
relevant food handling and hygiene legislation
equal opportunity and anti-discrimination legislation
relevant customs and quarantine regulations
relevant Australian Standards
industrial relations and workplace compensation 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