Apprenticeship training course

Passenger transport operative (level 2)

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Information about Passenger transport operative (level 2)

Ensuring the safe travel of passengers, their customers, themselves and their colleagues.

• Knowledge, skills and behaviours:
  View knowledge, skills and behaviours

  Knowledge

  • The principles of identifying and complying with relevant legislation/procedures that impacts the transport environment and its operation.
  • The importance of compliance and potential consequences of non-compliance when working in a regulated travel environment.
  • The routine checks required to ensure a safe and secure working environment.
  • Principles for ensuring health and safety in a regulated travel environment.
  • Techniques for identifying the wider organisational response to live incidents, for instance establishing how other stations are responding to mechanical breakdown, and how your own work contributes.
  • Reporting accidents/incidents.
  • Own responsibilities when responding to an emergency, disruption or other incident impacting any aspect of the passenger transport network.
  • Required passenger conduct in a safety critical environment.
  • Techniques for managing inappropriate passenger/public behaviour.
  • Principles of conflict management.
  • Techniques and procedures for managing suspicious/threatening activity.
  • The procedures for responding to the impact of criminal activity on the transport network, including the reporting processes and stakeholders involved.
  • Identifying the signs of passenger/public vulnerability.
  • Safeguarding principles.
  • Techniques for engaging potentially vulnerable passengers/public.
  • The range of services available to support vulnerable people and how to signpost.
  • Techniques for identifying and responding to vulnerable passengers who may need assistance.
  • How delayed travel services can adversely impact the passenger and other affected stakeholders.
  • Expected performance standards and how own role contributes to wider commercial success of the organisation.
  • The diverse range of passengers who may access transport services; their needs, rights and expectations.
  • Techniques for directing passengers, for example through underground and overground networks.
  • Techniques for communicating information using various methods appropriate to the audience.
  • The range of roles and responsibilities that work together to deliver effective transport services.
  • The different types of travel systems and equipment, their operating methods and techniques.
  • The methods and reasons for stopping a vehicle within the station confines during an emergency.
  • The national travel network and range of available tickets.
  • The range of products and services available for sales or promotion.
  • Techniques for diagnosing passenger travel requirements, for example establishing the number and composition of passengers, destination and any specific support needs.
  • The principles of route planning
  • The principles of offering a travel solution that is in the passengers best interests and without bias to any one particular supplier.
  • The techniques used for sales and promotion.
  • cash handling regulations
  • Principles of balancing sales records.
  • The principles of identifying and complying with relevant legislation/procedures that impacts the transport environment and its operation.
  • The importance of compliance and potential consequences of non-compliance when working in a regulated travel environment.
  • The routine checks required to ensure a safe and secure working environment.
  • Principles for ensuring health and safety in a regulated travel environment.
  • Techniques for identifying the wider organisational response to live incidents, for instance establishing how other stations are responding to mechanical breakdown, and how your own work contributes.
  • Reporting accidents/incidents.
  • Own responsibilities when responding to an emergency, disruption or other incident impacting any aspect of the passenger transport network.
  • Required passenger conduct in a safety critical environment.
  • Techniques for managing inappropriate passenger/public behaviour.
  • Principles of conflict management.
  • Techniques and procedures for managing suspicious/threatening activity.
  • The procedures for responding to the impact of criminal activity on the transport network, including the reporting processes and stakeholders involved.
  • Identifying the signs of passenger/public vulnerability.
  • Safeguarding principles.
  • Techniques for engaging potentially vulnerable passengers/public.
  • The range of services available to support vulnerable people and how to signpost.
  • Techniques for identifying and responding to vulnerable passengers who may need assistance.
  • How delayed travel services can adversely impact the passenger and other affected stakeholders.
  • Expected performance standards and how own role contributes to wider commercial success of the organisation.
  • The diverse range of passengers who may access transport services; their needs, rights and expectations.
  • Techniques for directing passengers, for example through underground and overground networks.
  • Techniques for communicating information using various methods appropriate to the audience.
  • The range of roles and responsibilities that work together to deliver effective transport services.
  • The different types of travel systems and equipment, their operating methods and techniques.
  • The methods and reasons for stopping a vehicle within the station confines during an emergency.
  • cash handling regulations
  • How to maintain a high quality onboard environment in line with organisational requirements.
  • Own limits, authority, and responsibility with regard to ticket checks.
  • The process for on-board checking of tickets and how to respond.
  • The principles of identifying and complying with relevant legislation/procedures that impacts the transport environment and its operation.
  • The importance of compliance and potential consequences of non-compliance when working in a regulated travel environment.
  • The routine checks required to ensure a safe and secure working environment.
  • Principles for ensuring health and safety in a regulated travel environment.
  • Techniques for identifying the wider organisational response to live incidents, for instance establishing how other stations are responding to mechanical breakdown, and how your own work contributes.
  • Reporting accidents/incidents.
  • Own responsibilities when responding to an emergency, disruption or other incident impacting any aspect of the passenger transport network.
  • Required passenger conduct in a safety critical environment.
  • Techniques for managing inappropriate passenger/public behaviour.
  • Principles of conflict management.
  • Techniques and procedures for managing suspicious/threatening activity.
  • The procedures for responding to the impact of criminal activity on the transport network, including the reporting processes and stakeholders involved.
  • Identifying the signs of passenger/public vulnerability.
  • Safeguarding principles.
  • Techniques for engaging potentially vulnerable passengers/public.
  • The range of services available to support vulnerable people and how to signpost.
  • Techniques for identifying and responding to vulnerable passengers who may need assistance.
  • How delayed travel services can adversely impact the passenger and other affected stakeholders.
  • Expected performance standards and how own role contributes to wider commercial success of the organisation.
  • The diverse range of passengers who may access transport services; their needs, rights and expectations.
  • Techniques for directing passengers, for example through underground and overground networks.
  • Techniques for communicating information using various methods appropriate to the audience.
  • The range of roles and responsibilities that work together to deliver effective transport services.
  • The different types of travel systems and equipment, their operating methods and techniques.
  • The methods and reasons for stopping a vehicle within the station confines during an emergency.
  • The procedures for the safe arrival and dispatch of transport in line with own organisations requirements.
  • The wider considerations and factors that contribute to a safe dispatch environment, for example platform/station crowd control, disruption to services, potential dispatch irregularities.
  • The procedures for transport service turnaround.

  Skills

  • Maintain safe and compliant working practices and travel environments, in accordance with regulation and organisational requirements.
  • Prepare own work area to support safe and efficient delivery of transport services.
  • Recognise and manage inappropriate passenger/public activity to maintain the integrity of the transport service.
  • Identify passenger/public behaviour that indicates vulnerability and respond to help keep them safe.
  • Respond to incidents and emergency situations in line with requirements.
  • Identify potential incidents, breaches of security and emergency situations, and take appropriate action to ensure safety.
  • Prepare for your next shift in accordance with operational requirements and own organisations procedures.
  • Assist vulnerable passengers who require help, using specialised equipment or systems where necessary.
  • Respond to enquiries and complaints in line with expected own organisation requirements.
  • Diagnose passenger related issues to provide accurate advice and support.
  • Educate passengers to keep safe within the travel environment.
  • Select from a range of communication methods to tailor messages to the audience.
  • Utilise available equipment and systems in accordance with operational requirements.
  • Stop a vehicle to reduce the risk to those potentially affected by an emergency situation.
  • Recommend an impartial travel solution balancing the passengers circumstances with potential routes, network operations, and available tickets.
  • Promote the benefits of products and services to eligible passengers.
  • Determine and sell appropriate products and services to passengers.
  • Handle cash in accordance with regulations.
  • Account for the balance of payments during your shift.
  • Maintain safe and compliant working practices and travel environments, in accordance with regulation and organisational requirements.
  • Prepare own work area to support safe and efficient delivery of transport services.
  • Recognise and manage inappropriate passenger/public activity to maintain the integrity of the transport service.
  • Identify passenger/public behaviour that indicates vulnerability and respond to help keep them safe.
  • Respond to incidents and emergency situations in line with requirements.
  • Identify potential incidents, breaches of security and emergency situations, and take appropriate action to ensure safety.
  • Prepare for your next shift in accordance with operational requirements and own organisations procedures.
  • Assist vulnerable passengers who require help, using specialised equipment or systems where necessary.
  • Respond to enquiries and complaints in line with expected own organisation requirements.
  • Diagnose passenger related issues to provide accurate advice and support.
  • Educate passengers to keep safe within the travel environment.
  • Select from a range of communication methods to tailor messages to the audience.
  • Utilise available equipment and systems in accordance with operational requirements.
  • Stop a vehicle to reduce the risk to those potentially affected by an emergency situation.
  • Handle cash in accordance with regulations.
  • Identify and respond to onboard environmental circumstances, for example degraded operations
  • Carry out ticket checks within limits of responsibility & when practical to do so.
  • Maintain safe and compliant working practices and travel environments, in accordance with regulation and organisational requirements.
  • Prepare own work area to support safe and efficient delivery of transport services.
  • Recognise and manage inappropriate passenger/public activity to maintain the integrity of the transport service.
  • Identify passenger/public behaviour that indicates vulnerability and respond to help keep them safe.
  • Respond to incidents and emergency situations in line with requirements.
  • Identify potential incidents, breaches of security and emergency situations, and take appropriate action to ensure safety.
  • Prepare for your next shift in accordance with operational requirements and own organisations procedures.
  • Assist vulnerable passengers who require help, using specialised equipment or systems where necessary.
  • Respond to enquiries and complaints in line with expected own organisation requirements.
  • Diagnose passenger related issues to provide accurate advice and support.
  • Educate passengers to keep safe within the travel environment.
  • Select from a range of communication methods to tailor messages to the audience.
  • Utilise available equipment and systems in accordance with operational requirements.
  • Stop a vehicle to reduce the risk to those potentially affected by an emergency situation.
  • Ready the service for turnaround in line with procedures.
  • Receive and dispatch services in line with procedures and prevailing circumstances.

  Behaviours

  • Safety first mindset
  • Responsible for own actions
  • Passenger-focused mindset
  • Respectful and supportive of others
  • Resilient in challenging & fast-changing travel situations.
  • Acts professionally in line with expectations
  • Safety first mindset
  • Responsible for own actions
  • Passenger-focused mindset
  • Respectful and supportive of others
  • Resilient in challenging & fast-changing travel situations.
  • Acts professionally in line with expectations
  • Safety first mindset
  • Responsible for own actions
  • Passenger-focused mindset
  • Respectful and supportive of others
  • Resilient in challenging & fast-changing travel situations.
  • Acts professionally in line with expectations
• Apprenticeship category (sector): Transport and logistics
• Qualification level: 2; Equal to GCSE
• Course duration: 12 months
• Maximum funding: £6,000 ; Maximum government funding for ; apprenticeship training and assessment costs.
• Job titles include:
  • Ticketing operative
  • Dispatch operative
  • Transport operational team member
  • Transport onboard team member
  • Transport station team member
  • Passenger transport operative
  • Guard

View more information about Passenger transport operative (level 2) from the Institute for Apprenticeships and Technical Education.