Elements and Performance Criteria
- Monitor passenger behaviour
- Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour
- Potential problem situations are quickly identified and steps taken to defuse the situation in accordance with agreed procedures
- Incidents which breach legislation are identified and appropriate action is taken
- Surveillance equipment is operated within legal and workplace parameters
- Identify and resolve disruptive/unlawful activity
- The nature of disruptive or unlawful behaviour is accurately assessed and, if possible, conflict is resolved using relevant conflict resolution strategies
- Procedures are followed to isolate the offender(s) and minimise disruption to other passengers where appropriate
- Assistance is sought from other staff and external support services where necessary
- The situation is resolved and follow-up action is implemented according to the appropriate workplace rules, regulations and guidelines
- Take action to control unlawful behaviour
- Report and document incident(s)