SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Supervise activities in a rail passenger environment 
SAQA US ID UNIT STANDARD TITLE
117742  Supervise activities in a rail passenger environment 
ORIGINATOR
SGB Rail and Pipeline Operations 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  10 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
A learner credited with this unit standard will be able to supervise and monitor activities such as administration functions, accounting procedures, the applicable requirements of the various Acts and maintaining discipline requirements in a rail passenger environment.
The skills, knowledge and understanding demonstrated within this unit standard are essential for customer satisfaction and a safe environment in the transport sector. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Verify train tickets.
  • Handle customer requests/complaints and address customer needs.
  • Sell rail passenger tickets.
  • Obtain and utilise information.
  • Demonstrate an understanding of cultural awareness in the workplace.
  • Handle rail passenger emergency plan.
  • Handle rail passenger claims and refunds.
  • Grievance procedures.
  • Disciplinary code.

    Specialisation field will play a role, long-distance passenger services must also have the following learning in place:
  • Handle rail passenger luggage.
  • Handle rail passenger computerised reservations.
  • Control safe custody of passenger belongings. 

  • UNIT STANDARD RANGE 
    The level assigned to this standard is appropriate because performance must be carried out -
  • Under different weather conditions.
  • During day and night time.
  • Within a specified time span.
  • In different working environments.
  • During any abnormal conditions in the work environment. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Check administration functions according to company-specific policies and procedures. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Relevant timekeeping documents are checked according to company-specific requirements, e.g. timecards, leave, overtime, salary related documents, etc. 

    ASSESSMENT CRITERION 2 
    Compiled rosters are verified according to company-specific requirements. 

    ASSESSMENT CRITERION 3 
    Relevant travel documents are approved/verified according to company-specific instructions, e.g. concessions, etc. 

    ASSESSMENT CRITERION 4 
    Relevant completed documentation is secured according to company-specific instructions, e.g. ribbons from ticket issuing machines, proper filing method. 

    SPECIFIC OUTCOME 2 
    Verify accounting process according to company-specific instructions and procedures. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    All accounting documentation is verified according to company-specific procedures. 

    ASSESSMENT CRITERION 2 
    All accounting equipment is verified according to company-specific procedures, e.g. ticket issuing machines, etc. 

    SPECIFIC OUTCOME 3 
    Maintain a safe environment for employees and rail passengers according to company specific safety instructions. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Safety risks for employees and rail passengers are identified according to specific safety instructions, e.g. PPE - personal protective equipment, deterioration of platform surfaces, etc. 

    ASSESSMENT CRITERION 2 
    Safety risks for employees and rail passengers are correctly reported and resolved according to specific safety instructions. 

    ASSESSMENT CRITERION 3 
    Action plans are managed for medium- to long-term implementation of safety plans, e.g. building plans, alternatives when big maintenance programmes are introduced, etc. 

    ASSESSMENT CRITERION 4 
    Budgets are compiled for maintenance/replacement programmes of assets, e.g. operation budget/capital budget, etc. 

    SPECIFIC OUTCOME 4 
    Initiate special actions according to company-specific requirements and instructions. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Special actions are planned and proposed according to the company-specific needs. 

    ASSESSMENT CRITERION 2 
    Special action plans are approved, if necessary. 

    ASSESSMENT CRITERION 3 
    Special action documentation is completed and distributed according to company-specific procedures, e.g. YQs (special notices) to stop trains, specific responsibilities of team members. 

    ASSESSMENT CRITERION 4 
    Special action information session is held to ensure procedures and tasks are understood. 

    ASSESSMENT CRITERION 5 
    Special action is managed according to approved plan. 

    ASSESSMENT CRITERION 6 
    Feedback from role player is received on completion of plan, as well as results of actions taken. 

    SPECIFIC OUTCOME 5 
    Handle disciplinary actions and grievance procedures according to company-specific policies and procedures. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Disciplinary code is handled according to company-specific procedures. 

    ASSESSMENT CRITERION 2 
    Grievance procedures are handled according to company-specific procedures. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. An individual wishing to be assessed against this standard may apply to an assessment agency, assessor or provided institution that has been accredited by the relevant ETQA.
    2. A learner specialising in Rail Passenger Services through this elective standard will be assessed by an assessor who has been certified as competent against the National Certificate in Rail Passenger Services at NQF level 4. (which must include this standard).
    3. Any assessor and training provider must ensure that the relevant company-specific procedures/rules are used as reference material when designing courseware, assessment or when selecting pre-designed assessments.
    4. Anyone assessing a learner against this standard must be registered as an assessor with the relevant ETQA.
    5. Any institution offering learning that will enable achievement of this standard must be registered and accredited as a provider at SAQA.
    6. Moderation of assessment will be done by the relevant ETQA as prescribed. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learners can understand and explain/apply:

    1. Relevant sections of Act 85
    2. Relevant sections of Act 75 (BCEA)
    3. Relevant sections of Act 16 (Rail Safety Regulator)
    4. Management principles - plan, control, organise, etc.
    5. Personnel and Office management which includes filing system, office layout, furniture, ergonomics, etc.
    6. Time management, which includes all company documentation and instructions regarding time-keeping
    7. Rostering of personnel and keeping BCEA in mind
    8. Problem-solving skills
    9. Conflict handling
    10. Delegation procedures.
    11. Presentations skills
    12. Contract management
    13. Disciplinary code and grievance procedures 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    Show an awareness of the importance of effective learning strategies, responsible citizenship, cultural sensitivity, education and career opportunities and entrepreneurial abilities.

    Learners have acquired the generic ability to show an awareness and value responsible citizenship, cultural sensitivity, and education opportunities when conducting supervisory tasks. 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems by using critical and creative thinking;.
    Learners have acquired the generic ability to identify and solve problems when performing the supervising duties. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in a team, group, organisation and community.
    Learners have acquired the generic ability to work effectively with others when dealing /handling various supervisory situations in the work environment. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage themselves and their activities responsively and effectively.
    Learners have acquired the generic ability to organise and manage themselves and their activities when performing supervisory tasks. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information.
    Learners have acquired the generic ability to collect, analyse, organise and critically evaluate information when planning, co-ordinating and control tasks. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation.
    Learners have acquired the generic ability to communicate information to subordinates and customers. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand that the world is a set of related systems. This means that problem-solving contexts do not exist in isolation.
    Learners have acquired the generic ability to understand that the world is a set of related systems and that business knowledge is necessary for a successful business. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Assessment process

    When conducting assessment, assessors must ensure that they are familiar with the full text of the unit standards being assessed.

    They must ensure that assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge.

    Each environment/situation will be different, it will be necessary to develop assessment activities and tools, which are appropriate to the context in which the assessment will take place. (Example: ticket officers or reservation office or cashier or train manager)

    Method of assessment

    During formal training at the provider:
    1. Written tests
    2. Case studies
    3. Simulation

    During on-the-job training:
    1. Oral test
    2. Observations
    3. Case studies

    Integrated final on-the-job assessment:
    1. Observation
    2. Oral tests
    3. Case studies

    In the Rail Passenger Services environment it will be more effective to assess a number of unit standards together and the assessor must evaluate each assessment request to determine the grouping of the standards for assessment.

    The assessment must integrate a number of different methods. (Example: Only one type of ticket, or a combination of ticket upgrades, or reservation requests and cash handling procedures. Train arrival/departure times and platforms as well as luggage requests) This will give the assessor reliable and valid proof of competence and evidence of required attitudes and skills.

    The integrated assessment must take place in the environment where the learner will work independently on completion of final assessment and the assessment certification must be endorsed accordingly.

    Valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience may serve to supplement the assessment of applied competence. The portfolio should include, inter alia:
    1. Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner.
    2. Relevant certificates or awards.
    3. Previous assessment records.
    4. Journal (Logbook).

    Values

    In addition, the following values should be demonstrated:
  • Safety awareness
  • Friendliness
  • Initiative
  • Effectiveness
  • Trustworthiness
  • Honesty
  • Approachability
  • Sobriety
  • Respectfulness

    Supplementary information
  • Structured learning-80 hours
  • Self-study-4 hours
  • Practical-4 hours
  • On-the-job training-8 hours
  • Assessment-4 hours
    Total hours-100 hours

    Total Credits-10 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  49236   National Certificate: Rail Transport Passenger Services  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  TETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. PRODIGY BUSINESS SERVICES (PTY) LTD 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.