NZQA registered unit standard
27237 version 1
Page 1 of 4
Title
Provide assistance to passengers with a disability at an airport
Level
3
Credits
6
Purpose
People credited with this unit standard are able to: demonstrate
an awareness of, and appropriate responses to, passengers
with a disability; assist a visually impaired passenger; assist a
hearing impaired passenger; assist a passenger requiring a
wheelchair; and assist a passenger with an intellectual or
psychological disability.
Classification
Aviation > Airport Customer Service
Available grade
Achieved
Explanatory notes
1
All tasks are to be carried out in accordance with enterprise procedures, the
enterprise being the organisation carrying out the work. Enterprise procedures
referred to in this unit standard are the applicable procedures found in the following:
enterprise exposition;
manufacturer publications;
Government and local body legislation.
2
Definition
Passenger assistance refers to assisting customers with specific needs who request
to be provided with assistance to complete their journey within an airport terminal on
departure and/or arrival.
3
Assessments may be conducted in a simulated environment.
Outcomes and evidence requirements
Outcome 1
Demonstrate an awareness of, and appropriate responses to, passengers with a disability.
Evidence requirements
1.1
Types of disability are identified and passenger assistance needs are described
in accordance with enterprise procedures.
Range
ServiceIQ
SSB Code 9068
must include – visually impaired, hearing impaired, physical
disability, intellectual or psychological disability.
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
1.2
27237 version 1
Page 2 of 4
Appropriate responses to passengers with a disability are explained in
accordance with enterprise procedures.
Range
must include – visually impaired, hearing impaired, physical
disability, intellectual or psychological disability.
Outcome 2
Assist a visually impaired passenger.
Evidence requirements
2.1
Visually impaired passenger is assisted in accordance with enterprise
procedures.
Range
2.2
may include but is not limited to – address person by name, speak
at normal pace and volume, guide person.
Visually impaired passenger is assisted with airport formalities in accordance
with enterprise procedures.
Range
may include but is not limited to – security, customs, immigration,
boarding gate, hand baggage.
Outcome 3
Assist a hearing impaired passenger.
Evidence requirements
3.1
Hearing impaired passenger is assisted in accordance with enterprise
procedures.
Range
3.2
may include but is not limited to – face the person, written
communication, confirmation of understanding.
Hearing impaired passenger is assisted with airport formalities in accordance
with enterprise procedures.
Range
may include but is not limited to – security, customs, immigration,
boarding gate.
Outcome 4
Assist a passenger requiring a wheelchair.
Evidence requirements
4.1
Passenger is assisted with a wheelchair in accordance with enterprise
procedures.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
may include but is not limited to – prepare wheelchair, assist
passenger into wheelchair, assist passenger out of wheelchair,
push wheelchair.
Range
4.2
27237 version 1
Page 3 of 4
Passenger is assisted with airport formalities in accordance with enterprise
procedures.
may include but is not limited to – security, customs, immigration,
boarding gate, hand baggage.
Range
Outcome 5
Assist a passenger with an intellectual or psychological disability.
Evidence requirements
5.1
Passenger with intellectual or psychological disability is assisted in accordance
with enterprise procedures.
may include but is not limited to – speak clearly and in respectful
manner, uncomplicated conversation.
Range
5.2
Passenger with intellectual or psychological disability is assisted with airport
formalities in accordance with enterprise procedures.
may include but is not limited to – security, customs, immigration,
boarding gate.
Range
Planned review date
31 December 2016
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
15 April 2011
N/A
Consent and Moderation Requirements (CMR) reference
0125
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27237 version 1
Page 4 of 4
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMRs). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
Comments on this unit standard
Please contact the ServiceIQ qualifications@serviceiq.org.nz if you wish to suggest
changes to the content of this unit standard.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016