Persons achieving competence in this unit will need to fulfil the applicable legislated rail safety requirements including acts and regulations from each state and territory together with any nationally approved compliance codes and/or guidelines.

Work is performed under some supervision, generally within a team environment.

Work involves the application of regulatory requirements and workplace procedures when handling customer luggage and/or property as part of workplace activities in the transport and allied industries.

ELEMENT

PERFORMANCE CRITERIA

1Handle customer luggage/property

1.1 Customer enquiries are handled in a courteous manner and accurate advice and information is provided

1.2 Customer luggage/property is identified and labelled for correct destination and a receipt is issued in accordance with workplace policies and procedures and legislation

1.3 Luggage/property conveyance is arranged taking into account correct handling procedures for different categories of luggage

1.4 Luggage is issued on presentation of customer receipt or in accordance with workplace requirements

1.5 Appropriate action is taken to ensure the transfer of luggage to other transport networks, following workplace procedures

2Process lost luggage/property

2.1 Lost luggage/property status is substantiated using appropriate enquiries

2.2 Lost luggage/property is investigated and traced in accordance with workplace policies and procedures

2.3 Lost luggage/property records are maintained in accordance with workplace polices and procedures

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Applicable legislated rail safety requirements including acts and regulations from each state and territory together with any nationally approved compliance codes and/or guidelines

Relevant OH&S and environmental protection procedures and guidelines

Workplace procedures and policies for handling customer luggage and/or property

Workplace customer service policies

OH&S manual handling procedures

Transport system

Luggage forwarding procedures

Insurance and public liability

Consumer laws and trade practice requirements

Transport system timetables

Labelling and coding systems

Procedures for dealing with dangerous goods

Equipment and materials used when handling customer luggage and/or property, and precautions and procedures that should be followed in their use

Problems that may occur when handling customer luggage and/or property and appropriate action that can be taken to resolve the problems

Documentation and record requirements applicable when handling customer luggage and/or property

Communication and negotiation requirements when handling customer luggage and/or property

Required skills:

Communicate effectively with others when handling customer luggage and/or property

Read and interpret instructions, procedures, information and signs relevant to the handling of customer luggage and/or property

Interpret and follow operational instructions and prioritise work

Complete documentation related to the handling of customer luggage and/or property

Operate electronic communication equipment to required protocol

Work collaboratively with others when handling customer luggage and/or property

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may arise when handling customer luggage and/or property in accordance with regulatory requirements and workplace procedures

Apply precautions and required action to minimise, control or eliminate hazards that may exist during work activities

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Select and use relevant office and communications equipment and materials when handling customer luggage and/or property

Adapt to differences in equipment in accordance with standard operating procedures

Secure stored items

Handle heavy items correctly

Select and use required personal protective equipment conforming to industry and OH&S standards

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

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 at the registered training organisation, and/or

in an appropriate range of situations in the workplace

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Operations may be conducted:

by day or night

in a range of work environments

Work may be conducted:

in restricted spaces

in exposed conditions

in controlled or open environments

Work may involve exposure to:

chemicals

dangerous or hazardous substances

movements of equipment, goods and vehicles

Luggage/property can be any article carried or forwarded by the customer using the transport system including:

bags

sporting goods

bicycles

motorcycles

animals

household items

prams and strollers

Luggage conveyance can include:

lifting

carrying

mechanical lifting and carrying

packing

storage

Lost property may be dealt with by:

forwarding to the owner

forwarding to authorities

forwarding to storage unit

forwarding to sale

Other transport networks may include:

bus

coach

taxi

ship

airlines

Communication in the work area may include:

phone

fax

email/internet

electronic data interchange (EDI)

face-to-face discussions and memos

oral, aural or signed communications

Consultative processes may involve:

customers

other workplace personnel

supervisors and managers

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Information/documents may include:

applicable legislated rail safety requirements including acts and regulations from each state and territory together with any nationally approved compliance codes and/or guidelines

work instructions, job description and induction materials

labels

relevant forms and documentation for the transfer of luggage and/or property

manufacturers specifications for office and communications equipment and materials

relevant OH&S and environmental protection requirements and policies

relevant codes of practice and regulations, including the ADG Code

award, enterprise bargaining agreement and other industrial arrangements

customer service and quality assurance procedures

emergency procedures

Applicable regulations and legislation may include:

applicable legislated rail safety requirements including acts and regulations from each state and territory together with any nationally approved compliance codes and/or guidelines

relevant state/territory OH&S legislation

relevant state/territory environmental protection legislation

workplace relations regulations including equal opportunity, equal employment opportunity and affirmative action legislation

workers compensation regulations

This unit contains employability skills.