Unit of competency Outline

Date retreived
22/07/2026 5:47 AM 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.

Manage disruptive and or unlawful behaviour

Manage disruptive and or unlawful behaviour

Unit of competency
National Code
AVIO2014A
State Code
WE213
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
12/07/2012
View on TGA
State Implementation and Classification
Approved Date
20/03/2014
Field of Education
099905 - Security Services
Original Release Date
20/03/2014
Nominal Hours
20
Description
This unit involves the skills and knowledge required to manage disruptive and/or unlawful behaviour on transport systems, including monitoring passenger behaviour, identifying and attending to disruptive/unlawful activity, taking appropriate action to control disruptive/unlawful behaviour, and reporting and documenting incident(s). Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1 Monitor passenger behaviour
  • 1.1 Facilities and transportation units under surveillance are regularly monitored to identify and record inappropriate behaviour
  • 1.2 Potential problem situations are quickly identified and steps taken to defuse the situation in accordance with agreed procedures
  • 1.3 Incidents which breach legislation are identified and appropriate action is taken
  • 1.4 Surveillance equipment is operated within legal and workplace parameters
2 Identify and resolve disruptive/unlawful activity
  • 2.1 The nature of disruptive or unlawful behaviour is accurately assessed and, if possible, conflict is resolved using relevant conflict resolution strategies
  • 2.2 Procedures are followed to isolate the offender(s) and minimise disruption to other passengers where appropriate
  • 2.3 Assistance is sought from other staff and external support services where necessary
  • 2.4 The situation is resolved and follow-up action is implemented according to the appropriate workplace rules, regulations and guidelines
3 Take action to control unlawful behaviour
  • 3.1 Assistance is sought from other staff and external support services where necessary
  • 3.2 The nature of the offence and the consequences of the behaviour are clearly communicated to the offender
  • 3.3 Staff involvement in the apprehension of offenders is undertaken within legal and workplace parameters
4 Report and document incident(s)
  • 4.1 Incidents are reported using the appropriate document format in accordance with workplace policies and procedures
  • 4.2 All documentation is drafted in accordance with workplace rules, regulations and guidelines
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 in:
in a range of work environments and weather conditions
by day or night
Customers may be:
internal or external
Facilities and transportation units may include:
stations/interchanges/stops
carriages
buses/coaches
amenities
depots/other transport facilities
cafeterias
toilets
ticket offices
Problems may include
arguments
hostilities
fare evasion
verbal abuse
physical abuse
graffiti
lack of compliance with no smoking signs
lack of compliance with transport regulations
drunken behaviour
Equipment may include:
video/audio equipment
security services (internal or external)
warning lighting
security mirrors
alarms
Contingency processes may involve:
notification of external agencies where necessary e.g. police, security guards etc.
assistance from other staff if necessary
Customer safety surveillance may include:
foot patrol
automatic camera monitoring
local and remote monitoring
vehicle patrol
Consultative processes may involve:
customers
private and public sector security personnel
police
security consultants
other employees and supervisors
management
Communication in the work area may include:
mobile and fixed phones
radio
oral, aural or signed communications
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
workplace procedures
established procedures
Personal protective equipment may include:
gloves
safety headwear and footwear
firearms
two-way radios
Information/documents may include:
workplace procedures, regulations, guidelines practices and policies
job specifications
organisation insurance requirements
reports of incidents
documentation and records of security breaches
conflict resolution documentation
relevant manufacturers specifications for equipment used
competency standards and training materials
codes of practice and regulations concerning transport security
award, enterprise bargaining agreement, other industrial arrangements
standards and certification requirements
quality assurance procedures
emergency response procedures
rules and regulations in regard to disruptive/unlawful behaviour
Applicable regulations and legislation may include:
state/territory OH&S regulations and legislation concerning transport security
relevant Australian Standards and certification requirements
relevant state/territory privacy legislation
relevant state/territory firearms legislation
licensing and permits for firearms and security occupations
relevant state/territory road rules and traffic acts
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 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/or equipment, and/or
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 appropriately simulated activities at the registered training organisation, and/or
in an appropriate range of situations in the workplace
Replaced By
State Code National Code Title Type
AVX84 AVIO0002 Manage disruptive behaviour and unlawful interference with aviation Unit of competency