Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AVIL0003 Mapping and Delivery Guide
Manage a check-in queue

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency AVIL0003 - Manage a check-in queue
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to manage a check-in queue in compliance with relevant regulatory requirements of the Civil Aviation Safety Authority (CASA) and national operating standards.It includes organising a queue, combing a queue for passengers requiring urgent service, providing information and special assistance to passengers in a queue, and responding to queries from queued passengers.This unit addresses aviation non-technical skill requirements (mental, social and personal-management abilities) related to resource management duties of aviation personnel and contributes to safe and effective performance in complex aviation operational environments.Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry.Work is performed independently or under limited supervision as a single operator or within a team environment.Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field L – Resource Management
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Organise queue
  • Queue is organised using appropriate signage, barriers and other resources in accordance with workplace procedures
  • Breaches of queue protocol are identified and appropriate action taken to advise passengers concerned of service procedures to be followed
  • Queue progress is monitored and appropriate action taken to adjust servicing resources or to reorganise queue in situations where queue becomes excessively long, short or requires reorganisation due to late boarding passengers
       
Element: Breaches of queue protocol are identified and appropriate action taken to advise passengers concerned of service procedures to be followed
       
Element: Queue progress is monitored and appropriate action taken to adjust servicing resources or to reorganise queue in situations where queue becomes excessively long, short or requires reorganisation due to late boarding passengers
       
Element: Comb queue for passengers requiring urgent or express service
  • Queue is combed at appropriate times to identify passengers who have priority need for rapid check-in in accordance with workplace procedures
       
Element: Passengers identified as having priority need for check-in are moved to head of the queue
       
Element: Passengers without baggage are directed to proceed to express check-in or gate customer service desk
       
Element: Appropriate explanations are provided to other passengers in queue about reasons for priority service
       
Element: Provide information and assistance to passengers in queue
  • Passengers are provided with relevant information on queuing arrangements and boarding progress using public address systems and other communications systems in accordance with workplace procedures
       
Element: Information is provided to individual passengers on matters relevant to their check-in
       
Element: Passengers are provided appropriate information on delays and cancelled or re-organised flight progress using public address systems and other communications systems in accordance with workplace procedures
       
Element: Passengers who require specific assistance are identified and assisted as required in accordance with workplace procedures
       
Element: Respond to queries from queue members
  • Queries from passengers in a queue are received and interpreted in accordance with workplace customer service standards
       
Element: Appropriate responses are given to passenger enquiries in accordance with workplace procedures
       
Element: Passenger queries requiring detailed knowledge or additional information are referred to an appropriate supervisor or other staff for appropriate action
       

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Queue is organised using appropriate signage, barriers and other resources in accordance with workplace procedures 
Breaches of queue protocol are identified and appropriate action taken to advise passengers concerned of service procedures to be followed 
Queue progress is monitored and appropriate action taken to adjust servicing resources or to reorganise queue in situations where queue becomes excessively long, short or requires reorganisation due to late boarding passengers 
 
 
Queue is combed at appropriate times to identify passengers who have priority need for rapid check-in in accordance with workplace procedures 
 
 
 
Passengers are provided with relevant information on queuing arrangements and boarding progress using public address systems and other communications systems in accordance with workplace procedures 
 
 
 
Queries from passengers in a queue are received and interpreted in accordance with workplace customer service standards 
 
 

Forms

Assessment Cover Sheet

AVIL0003 - Manage a check-in queue
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AVIL0003 - Manage a check-in queue

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: