Unit of competency Outline
Date retreived
22/07/2026 3:13 PM AWST
22/07/2026 3:13 PM 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 assistance to customers with and without special needs
Provide assistance to customers with and without special needs
Unit of competency
National Code
TLII3020A
TLII3020A
State Code
D5172
D5172
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
10/08/2011
Field of Education
080501 - Sales
Original Release Date
10/08/2011
Nominal Hours
25
Description
This unit involves the skills and knowledge required to assist customers with and without special needs, in accordance with legislative and regulatory requirements. It includes establishing contact with customers, identifying customers' needs, and providing appropriate support to customers with or without special needs during their journey. Licensing or certification requirements are not applicable to this unit.
Notes
Elements and Performance Criteria
1Establish contact with customers
- 1.1 Customer is acknowledged and greeted in a professional, courteous and concise manner according to organisational requirements
- 1.2 Personal dress and presentation is maintained in line with organisational requirements
- 1.3 Communication involving appropriate interpersonal skills to facilitate accurate and relevant exchange of information is used
- 1.4 Sensitivity to customer specific needs and any cultural and individual differences is maintained
- 1.5 Genuine interest in customer needs is displayed
2Identify customer needs
- 2.1 Appropriate questioning and active listening are used to determine customer needs
- 2.2 Urgency of customer needs is assessed to identify priorities for service delivery
- 2.3 Customers with special needs and the appropriate customer service is identified
3Deliver service to customers
- 3.1 Prompt customer service to meet identified needs according to organisational requirements is provided
- 3.2 Customer communications are conducted in a clear, concise and courteous manner
- 3.3 Customer inquiries are dealt with courteously and efficiently
- 3.4 Questions are used to clarify the customer's needs or concerns
- 3.5 Knowledge of services and/or operations is used to answer customer queries or to respond to customers' needs
- 3.6 Customer is directed to or assistance from other staff is sought when a customer' s inquiry cannot be fully answered
- 3.7 Opportunities to enhance the quality of service and products are identified and action is taken to improve the service whenever possible
- 3.8 Information regarding problems and delays is provided and follow up is made within appropriate timeframes as necessary
- 3.9 Where required, customer inquiries and associated action/s are recorded and/or reported and in accordance with workplace procedures
4Prepare for passengers with special needs
- 4.1 Vigilance is maintained for passengers with special needs/disabilities on arrival into the station platform
- 4.2 Actions to assist customers with special needs are identified in accordance with workplace procedures and/or requirements
5Provide assistance to customers with special needs
- 5.1 Ancillary equipment is applied where appropriate for passengers in wheelchairs/prams, if required
- 5.2 Customers with seeing/hearing eye dogs are observed and assisted if required
- 5.3 Customers with any other special needs are observed and assisted if required
- 5.4 Customers are assisted in a courteous manner, sensitive to the special needs
- 5.5 Ongoing support and/or vigilance is provided to the customer with special needs to maximise their travelling safety and comfort
- 5.6 Ancillary equipment is utilised safely in accordance with workplace procedures and safety regulations
6Communicate regarding customers with special needs
- 6.1 Where dealing with customers with special needs may cause delays to services other personnel are informed
- 6.2 Where required, other personnel are informed about the presence of customers with special needs
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.
Transporting of passengers may be carried out :
by day or night
in all weather conditions
on station platforms
on electric passenger trains
Passengers with special needs may include:
people with disabilities, which may include physical, intellectual, psychiatric, neurological, sensory, learning disabilities
the elderly
people with prams/small children
people with heavy luggage
Other personnel may include:
train controller
signaller
train driver
customer service assistant
platform staff
Services and/or operations may include:
timetables
network layout
ticketing information
alternative transport
other customer service options
local area information
Ancillary equipment may include:
wheelchair ramps
hearing loops
audible alarms
visual alerts
platform markers for customers who are visually impaired
emergency evacuation equipment
Preparation may include visual check:
for passengers on platforms
of ancillary equipment
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
Documentation/records may include:
workplace instructions and procedures for the transport of passengers with special needs
manufacturer's instructions, specifications and recommended operating procedures for ancillary equipment, including pre-operational checks
emergency procedures
record book
Applicable regulations, legislation and codes may include:
relevant state/territory OH&S legislation
relevant anti-discrimination legislation
relevant state/territory environmental protection legislation
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Transporting of passengers may be carried out :
by day or night
in all weather conditions
on station platforms
on electric passenger trains
Passengers with special needs may include:
people with disabilities, which may include physical, intellectual, psychiatric, neurological, sensory, learning disabilities
the elderly
people with prams/small children
people with heavy luggage
Other personnel may include:
train controller
signaller
train driver
customer service assistant
platform staff
Services and/or operations may include:
timetables
network layout
ticketing information
alternative transport
other customer service options
local area information
Ancillary equipment may include:
wheelchair ramps
hearing loops
audible alarms
visual alerts
platform markers for customers who are visually impaired
emergency evacuation equipment
Preparation may include visual check:
for passengers on platforms
of ancillary equipment
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
Documentation/records may include:
workplace instructions and procedures for the transport of passengers with special needs
manufacturer's instructions, specifications and recommended operating procedures for ancillary equipment, including pre-operational checks
emergency procedures
record book
Applicable regulations, legislation and codes may include:
relevant state/territory OH&S legislation
relevant anti-discrimination legislation
relevant state/territory environmental protection legislation
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this 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
Assessment must include exercises which demonstrate competent performance of the following in a range of situations:
identifying different categories of special needs
correctly using ancillary equipment to assist passengers with special needs
identifying delays that may occur when assisting passengers with special needs and the correct procedures for dealing with them
identifying types of inquires that are likely to be made and providing appropriate responses
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or 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 equipment, and
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 activities in an appropriately simulated environment, and/or
in an appropriate range of situations in the workplace
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this 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
Assessment must include exercises which demonstrate competent performance of the following in a range of situations:
identifying different categories of special needs
correctly using ancillary equipment to assist passengers with special needs
identifying delays that may occur when assisting passengers with special needs and the correct procedures for dealing with them
identifying types of inquires that are likely to be made and providing appropriate responses
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or 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 equipment, and
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 activities in an appropriately simulated environment, and/or
in an appropriate range of situations in the workplace
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVI91 | TLII3020 | Provide assistance to customers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| W930 | TLI32310 | Certificate III in Electric Passenger Train Guard | Qualification |