Assist customers in aviation security
URN: PPLAGSO17
Business Sectors (Suites): Aviation Ground Security Operations
Developed by: People 1st
Approved on:
2021
Overview
This standard is about recognising and responding to customers who may require assistance in an aviation security setting. Customers with disabilities, hidden disabilities or specific needs such as those related to age or culture, may require additional assistance when moving through the aviation security area. This involves being able to offer assistance where possible, knowing when to ask for support or advice and working within relevant legislation and codes of practice.
This standard is for those undertaking aviation ground security activities.
When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Assist customers in aviation security
Performance criteria
You must be able to:
1. Observe customers and identify, where possible, when a customer need arises
2. Offer your assistance to customers in line with organisational guidelines
3. Where necessary liaise with the customer’s travelling companion to identify assistance required
4. Seek advice or assistance from your line manager or supervisor when you are unable to provide assistance
5. Adhere to relevant legislation and codes of practice when deciding on the assistance offered
6. Assist customers in line with relevant legislation, codes of practice, organisational procedures and within the limits of your job role
7. Assist customers in a way which promotes the customer service values of your organisation
8. Use equipment or systems as necessary to provide assistance to customers in line with standard operating procedures
9. Confirm that customers’ needs are met when providing assistance to the customer
Knowledge and Understanding
You need to know and understand:
1. How to observe customers and identify their needs in line with organisational procedures
2. The importance of assisting customers when necessary to provide smooth transition through airport security
3. The needs of customers who may require assistance
4. The requirements of relevant legislation and codes of practice when offering and providing customer assistance within the security setting
5. Your organisational procedures for and the limits of your job role when offering and providing assistance to customers
6. Types of communication requirements suitable to customer needs, and how to adapt your communication with customers who require your assistance
7. Who to ask for help when customer needs are outside the training you have undertaken
8. How to use special equipment and systems for providing assistance to customers in line with organisational procedure
9. How to promote your organisation’s customer service values when offering and providing assistance to customers
Scope/range
Customers who may require assistance:
a) Mobility impairmentb) Visual impairmentc) Hearing impairmentd) Speech impedimente) Learning difficultiesf) Pregnantg) Travelling with assistance animalsh) Travelling with pushchairs
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Your Organisation**
This is the company you are employed by and / or provide service for.
Colleague(s)**
Colleagues include your co-workers, supervisors or managers and possibly trainees.
Customer(s)**
In the aviation security environment this includes any person who passes through or has the potential to pass through a defined aviation security setting, examples could include internal customers such as colleagues, line manager, trainees or external customers such as passengers, suppliers, contractors, visitors, staff, compliance authorities etc.
Links To Other NOS
External Links
Version Number
2
Indicative Review Date
2026
Validity
Current
Status
Original
Originating Organisation
GoSkills
Original URN
GSKAGSO17
Relevant Occupations
Elementary Security Occupations, Transport Operations and Maintenance
SOC Code
9231
Keywords
Assist, customer, disability, hidden disability, specific needs, requirement