Elements and Performance Criteria

RANGE STATEMENT
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.
Processing tickets may include:
collecting whole tickets
tearing ticket stubs and returning main portion to patron
tearing tickets
Auditorium information provided to patrons may include:
correct entrance for particular seats
exit points for the auditorium
location of seats
Special restrictions or requirements may include:
exiting via an exit point
no entry or return entry to the venue once the performance has commenced
no intermission
non use of audio or camera recording equipment inside the venue
Problems with tickets may include:
patron is using a concessional ticket/pass to which they are not entitled
tickets are for a past or future performance/session
Seating problems may include:
broken seats
patrons have impaired vision due to height and require booster cushions
patrons moving onto seats which are of a higher price to which they are not entitled
patrons sitting in incorrect seats
Providing special assistance to seat those with special needs may involve:
adjusting walking pace to that of a less mobile person to ensure their safe arrival at seat location
physical guiding of visually impaired patrons
providing extra verbal instruction to less mobile persons about presence of stairs, steps, steepness of slope, availability of handrails
pushing or guiding wheelchairs

EVIDENCE GUIDE
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.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
The following evidence is critical to the judgement of competence in this unit:
ability to check and process tickets and seat patrons customers efficiently
ability to identify and resolve seating problems
provision of special assistance to those people who have special seating needs
knowledge of typical procedures used for ushering patrons.

Context of and specific resources for assessment
The assessment context must provide for:
the ushering of patrons within an operational venue environment, e.g. a cinema, live theatre, conference centre
interaction with and involvement of a customer group to be seated and to whom special assistance can be provided
provision of multiple types of assistance to ensure varying customer needs can be met.

Method of assessment
Assessment may incorporate a range of methods to assess practical skills and the application of essential underpinning knowledge, and might include:
direct observation of the candidate ushering patrons within a venue
direct observation of the candidate providing special services to those people who have special needs
role plays to assess ability to resolve seating problems
written or oral questions and tests to assess knowledge of the auditorium, seating layout and procedures, e.g. safety and security, special needs procedures
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.

Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).

Guidance information for assessment
Assessment of this unit requires access to:
a venue where performances/cinema sessions/events take place
tickets/passes.