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Provide professional customer service to passengers with additional needs on a bus or coach
Unit Code: BA32CY007
Level:
Two
Credit Value: 4
Unit ID: CCY515
learndirect: BA3
Sector: 7.1
Last registration date: 31/05/2015
QCF Reference Number: R/601/9469
Lower age restriction: 16
This unit forms part of one or more QCF qualifications.
| Learning Outcomes |
Assessment Criteria |
| The learner will |
The learner can |
| 1. | Be able to recognise the access needs of passengers with additional needs |
| | 1.1 | Recognise when someone needs help | | 1.2 | Offer help promptly and in a manner that is in line with legal guidelines | | 1.3 | Treat passengers who need help in a manner that promotes good customer service in line with | | 1.4 | organisational guidelines | | 1.5 | Decide on the type and amount of help that will be given | | 1.6 | Take action when the help needed can not be provided | | 1.7 | Keep to relevant legislation and codes of practice when deciding on the help to be given |
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| 2. | Know how to recognise the access needs of passengers with additional needs |
| | 2.1 | Describe the importance of providing help to passengers to ensure comfort and safety | | 2.2 | Identify the access needs of passengers | | 2.3 | Identify the requirements of relevant legislation and codes of practice when providing help | | 2.4 | Identify the limits of own personal ability and responsibility when providing help to passengers | | 2.5 | Describe how to communicate with passengers who need additional help | | 2.6 | Describe the importance of equal opportunities and the rights of all passengers to travel in safety and comfort |
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| 3. | Be able to meet the access needs of passengers with
additional needs |
| | 3.1 | Give help to passengers in line with relevant legislation and codes of practice | | 3.2 | Give help promptly and in a way that promotes good customer service in line with organisational | | 3.3 | guidelines | | 3.4 | Give help to passengers, keeping within the limits of own personal ability and responsibility | | 3.5 | Use special equipment or systems as needed in line with approved methods | | 3.6 | Confirm that passengers’ needs are met after giving help | | 3.7 | Get advice or help when passengers’ needs cannot be met |
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| 4. | Know how to meet the access needs of passengers with
additional needs |
| | 4.1 | Describe how to use special equipment and systems for giving help to passengers |
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Assessment Methods:
There is no assessment information available for this unit. Assessments used should be fit for purpose for the unit and learners, and generate evidence of achievement for all the assessment criteria.
Further assessment guidance is available here.
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Assessment Information:
There is no specific assessment information to be used with this unit.
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Assessor Requirements:
No information relating to NOS and assessment is available from the Sector Skills Council for this unit
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