Edexcel NVQ/competence-based qualifications · Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF)? Individual units can be found in the Units section

Specification

Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF)

First registration January 2011

Edexcel NVQ/competence-based qualifications

Edexcel, a Pearson company, is the UK’s largest awarding organisation offering vocational and academic qualifications and testing, to employers, training providers, colleges, schools, and other places of learning in the UK, and in over 85 countries worldwide.

Our specialist suite of qualifications include NVQs, Apprenticeships, WorkSkills, Functional Skills, Foundation Learning, as well as our exclusive range of BTECs, from entry level right through to Higher National Diplomas.

References to third party material made in this specification are made in good faith. Edexcel does not endorse, approve or accept responsibility for the content of materials, which may be subject to change, or any opinions expressed therein. (Material may include textbooks, journals, magazines and other publications and websites.)

Authorised by Roger Beard Prepared by Lucy Stewart

Publications Code N025394

All the material in this publication is copyright © Edexcel Limited 2011

Contents

Qualification title covered by this specification 1

Key features of the Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) 2

What is the purpose of this qualification? 2

Who is this qualification for? 2

What are the benefits of this qualification to the learner and employer? 2

What are the potential job roles for those working towards this qualification? 2

What progression opportunities are available to learners who achieve this qualification? 3

What is the qualification structure for the Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF)? 4

How is the qualification graded and assessed? 6 Assessment requirements/strategy 6

Types of evidence (to be read in conjunction with the assessment strategy in Annexe D) 7

Centre recognition and approval 8 Centre recognition 8

Approvals agreement 8

Quality assurance 8

What resources are required? 8

Unit format 9

Units 11 Unit 1: Ensure responsibility for actions to reduce risks to health

and safety 13

Unit 2: Achieve effective working relationships with colleagues in the road passenger transport industries 17

Unit 3: Provide professional customer service in road passenger transport 25

Unit 4: Support Learners by Coaching in the Workplace 31

Unit 5: Develop and maintain work skills and knowledge in the passenger transport industry 35

Unit 6: Manage Conflict in the Road Passenger Transport Industry 39

Unit 7: Resolve customer service problems 45

Unit 8: Deal with customers in writing or using ICT 49

Unit 9: Deal with customers by telephone 55

Unit 10: Deal with customers face to face 61

Unit 11: Support customer service improvements 67

Unit 12: Prepare vehicle and driver rotas for road passenger transport timetabled operations 73

Unit 13: Implement schedules for road passenger transport operations 81

Unit 14: Process telephone bookings in the road passenger transport industries 85

Unit 15: Provide support to passengers with a severe disability 91

Unit 16: Provide support to passengers who require assistance 95

Unit 17: Monitor revenue protection and timetables in road passenger transport operations 101

Unit 18: Plan road passenger transport routes for customers 107

Unit 19: Operate an IT system in road passenger transport 111

Further information 115

Useful publications 115 How to obtain National Occupational Standards 115

Professional development and training 116

Annexe A: Progression pathways 117 The Edexcel qualification framework for the road passenger transport sector 117

Annexe B: Quality assurance 119 Key principles of quality assurance 119

Quality assurance processes 119

Annexe C: Centre certification and registration 121 What are the access arrangements and special considerations for the qualifications in this specification? 121

Annexe D: Assessment requirements/strategy 123

Annexe E: Additional requirements for qualifications that use the term ‘NVQ’ in a QCF qualification title 129

Annexe F: Simulation 135

Annexe G: Assessment guidance 137

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N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011

2

Key features of the Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF)

This qualification:

• is nationally recognised

• is based on the GoSkills National Occupational Standards (NOS) for Road Passenger Transport Operations. The NOS, assessment requirements/strategy and qualification structure are owned by GoSkills.

What is the purpose of this qualification?

This qualification has been developed by the Sector Skills Council GoSkills following extensive employer consultation and research. It addresses skills gaps and provides those working in operational support for the bus and coach industries with the opportunity to demonstrate evidence of technical competency and the underpinning knowledge relating to their work activities.

Who is this qualification for?

This qualification is for all learners aged 18 and above who are capable of reaching the required standards.

Edexcel’s policy is that the qualification should:

• be free from any barriers that restrict access and progression

• ensure equality of opportunity for all wishing to access the qualification(s).

What are the benefits of this qualification to the learner and employer?

This qualification allows learners to demonstrate competence against the National Occupational Standards which are based on the needs of the road passenger transport industry as defined by the Sector Skills Council, GoSkills. It contributes to the development of skilled employees in this sector.

What are the potential job roles for those working towards this qualification?

This qualification is intended for people who are employed in providing a passenger transport operations service, for example customer service assistants, controllers, passenger services supervisors, transport planners and transport schedulers.


3

What progression opportunities are available to learners who achieve this qualification?

This qualification offers various opportunities for progression within the workplace.

Further information is available in Annexe A.


4

What is the qualification structure for the Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF)?

Individual units can be found in the Units section.

To achieve the Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) learners must achieve a minimum of 29 credits – made up as follows:

• 11 mandatory credits

• minimum of 1 optional credit from Group 1

• minimum of 6 optional credits from Group 2

• minimum of 11 optional credits from Group 3.

Learners must not take more than 14 credits at Level 3.

Unit Mandatory units

All three units must be taken.

Credit value required: minimum 11, maximum 11.

Credit Level

1 A/601/5867 – Ensure responsibility for actions to reduce risks to health and safety

4 3

2 R/602/5997 – Achieve effective working relationships with colleagues in the road passenger transport industries

3 2

3 R/602/6163 – Provide professional customer service in road passenger transport

4 2

Unit Group 1 – Optional units

Learners must complete a minimum of 1 optional credit from this group.

Credit value required: minimum 1.

Credit Level

4 L/502/6118 – Support Learners by Coaching in the Workplace

4 3

5 K/502/5994 – Develop and maintain work skills and knowledge in the passenger transport industry

2 2

6 M/502/5995 – Manage Conflict in the Road Passenger Transport Industry

1 2


5


Learners must complete a minimum of 6 optional credits from this group.


Credit Level

7 M/601/1511 – Resolve customer service problems 6 2

8 Y/500/8916 – Deal with customers in writing or using ICT

7 3

9 Y/600/0583 – Deal with customers by telephone 7 2

10 T/601/1221 – Deal with customers face to face 5 2

11 A/601/1530 – Support customer service improvements

5 2


Learners must complete a minimum of 11 optional credits from this group.


Credit Level

12 K/602/6198 – Prepare vehicle and driver rotas for road passenger transport timetabled operations

10 3

13 J/602/6208 – Implement schedules for road passenger transport operations

3 2

14 A/602/6027 – Process telephone bookings in the road passenger transport industries

2 2

15 F/602/6210 – Provide support to passengers with a severe disability

3 2

16 Y/602/6214 – Provide support to passengers who require assistance

4 2

17 H/602/6216 – Monitor revenue protection and timetables in road passenger transport operations

10 3

18 K/602/6220 – Plan road passenger transport routes for customers

1 2

19 L/602/6226 – Operate an IT system in road passenger transport

3 2


6

How is the qualification graded and assessed?

The overall grade for the qualification is a ‘pass’. The learner must achieve all the required units within the specified qualification structure.

To pass a unit the learner must:

• achieve all the specified learning outcomes

• satisfy all the assessment criteria by providing sufficient and valid evidence for each criterion

• show that the evidence is their own.

The qualifications are designed to be assessed:

• in the workplace or

• in conditions resembling the workplace, as specified in the assessment requirements/strategy for the sector, or

• as part of a training programme.

Assessment requirements/strategy

The assessment requirements/strategy for these qualifications have been included in Annexe D. They have been developed by GoSkills in partnership with employers, training providers, awarding organisations and the regulatory authorities. The assessment strategy includes details on:

• criteria for defining realistic working environments

• roles and occupational competence of assessors, expert witnesses, internal verifiers and standards verifiers

• quality control of assessment

• evidence requirements.

Evidence of competence may come from:

• current practice where evidence is generated from a current job role

• a programme of development where evidence comes from assessment opportunities built into a learning/training programme whether at or away from the workplace

• the Recognition of Prior Learning (RPL) where a learner can demonstrate that they can meet the assessment criteria within a unit through knowledge, understanding or skills they already possess without undertaking a course of learning. They must submit sufficient, reliable and valid evidence for internal and standards verification purposes. RPL is acceptable for accrediting a unit, several units or a whole qualification

• a combination of these.


7

It is important that the evidence is:

Valid relevant to the standards for which competence is claimed

Authentic produced by the learner

Current sufficiently recent to create confidence that the same skill, understanding or knowledge persist at the time of the claim

Reliable indicates that the learner can consistently perform at this level

Sufficient fully meets the requirements of the standards.

Types of evidence (to be read in conjunction with the assessment strategy in Annexe D)

To successfully achieve a unit the learner must gather evidence which shows that they have met the required standard in the assessment criteria. Evidence can take a variety of different forms including the examples below. Centres should refer to the assessment strategy for information about which of the following are permissible.

• direct observation of the learner’s performance by their assessor (O)

• outcomes from oral or written questioning (Q&A)

• products of the learner’s work (P)

• personal statements and/or reflective accounts (RA)

• outcomes from simulation, where permitted by the assessment strategy(S)

• professional discussion (PD)

• assignment, project/case studies (A)

• authentic statements/witness testimony (WT)

• expert witness testimony (EPW)

• evidence of Recognition of Prior Learning (RPL).

The abbreviations may be used for cross-referencing purposes.

Learners can use one piece of evidence to prove their knowledge, skills and understanding across different assessment criteria and/or across different units. It is, therefore, not necessary for learners to have each assessment criterion assessed separately. Learners should be encouraged to reference the assessment criteria to which the evidence relates.

Evidence must be made available to the assessor, internal verifier and Edexcel standards verifier. A range of recording documents is available on the Edexcel website, www.edexcel.com. Alternatively, centres may develop their own.


8

Centre recognition and approval

Centre recognition

Centres that have not previously offered Edexcel qualifications need to apply for and be granted centre recognition as part of the process for approval to offer individual qualifications. New centres must complete both a centre recognition approval application and a qualification approval application.

Existing centres will be given ‘automatic approval’ for a new qualification if they are already approved for a qualification that is being replaced by the new qualification and the conditions for automatic approval are met. Centres already holding Edexcel approval are able to gain qualification approval for a different level or different sector via Edexcel online.

Approvals agreement

All centres are required to enter into an approvals agreement which is a formal commitment by the head or principal of a centre to meet all the requirements of the specification and any linked codes or regulations. Edexcel will act to protect the integrity of the awarding of qualifications, if centres do not comply with the agreement. This could result in the suspension of certification or withdrawal of approval.

Quality assurance

Detailed information on Edexcel’s quality assurance processes is given in Annexe B.

What resources are required?

Each qualification is designed to support learners working in Operational Support in the Bus and Coach Industry. Physical resources need to support the delivery of the qualifications and the assessment of the learning outcomes and must be of industry standard. Centres must meet any specific resource requirements outlined in Annexe D: Assessment requirements/strategy. Staff assessing the learner must meet the requirements within the overarching assessment strategy for the sector.


9

Unit format

Each unit in this specification contains the following sections.

Unit title:

Unit reference number:

QCF level:

Credit value:

Guided learning hours:

Unit summary:

Assessment requirements/evidence requirements:

Assessment methodology:

Learning outcomes:

Assessment criteria:

Evidence type:

Portfolio reference:

Date:

The unit title is accredited on the QCF and this form of words will appear on the learner’s Notification of Performance (NOP).

This is the unit owner’s reference number for the specified unit.

All units and qualifications within the QCF have a level assigned to them, which represents the level of achievement. There are nine levels of achievement, from Entry level to level 8. The level of the unit has been informed by the QCF level descriptors and, where appropriate, the NOS and/or other sector/professional.

All units have a credit value. The minimum credit value is one, and credits can only be awarded in whole numbers. Learners will be awarded credits when they achieve the unit.

A notional measure of the substance of a qualification. It includes an estimate of the time that might be allocated to direct teaching or instruction, together with other structured learning time, such as directed assignments, assessments on the job or supported individual study and practice. It excludes learner-initiated private study.

This provides a summary of the purpose of the unit.

The assessment/evidence requirements are determined by the SSC. Learners must provide evidence for each of the requirements stated in this section.

Learning outcomes state exactly what a learner should know, understand or be able to do as a result of completing a unit.

The assessment criteria of a unit specify the standard a learner is expected to meet to demonstrate that a learning outcome, or a set of learning outcomes, has been achieved.

Learners must reference the type of evidence they have and where it is available for quality assurance purposes. The learner can enter the relevant key and a reference. Alternatively, the learner and/or centre can devise their own referencing system.

This provides a summary of the assessment methodology to be used for the unit.

The learner should use this box to indicate where the evidence can be obtained eg portfolio page number.

The learner should give the date when the evidence has been provided.


10


11

Units


12


13

Unit 1: Ensure responsibility for actions to reduce risks to health and safety

Unit reference number: A/601/5867

QCF level: 3

Credit value: 4

Guided learning hours: 38

Unit summary

The aim of this unit is to provide learners with the knowledge/understanding/skills to understand their health and safety responsibilities in the workplace.

Assessment requirements/evidence requirements

1 The common evidence requirements below are in addition to the ENTO Assessment Strategies approved by UKCG in February 2008.

2 The standards require evidence of consistent occupational competence, as defined by the standards, to be demonstrated through relevant work activities. A variety of assessment methods should be used to confirm competence. Assessment of knowledge should be integrated with the assessment of performance wherever possible and appropriate.

3 Assessment of performance and knowledge in the workplace: All evidence must be derived from performance in the workplace with no exceptions. Therefore, no simulated working conditions have been specified in this Assessment Strategy as the outcomes can be demonstrated by a combination of other assessment methods drawn from:

• direct observation of the candidate in the workplace

• witness testimony by colleagues and line managers of the candidate’s successful performance of activities in the workplace

• documentary and other product-based evidence

• a personal report by the candidate endorsed by colleagues

• questions

• discussion

• professional discussion.

The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D.


14

Assessment methodology

Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.

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Exp

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17

Unit 2: Achieve effective working relationships with colleagues in the road passenger transport industries

Unit code: RPVD 7

Unit reference number: R/602/5997

QCF level: 2

Credit value: 3


Unit summary

The purpose of this unit is for learners to demonstrate occupational competence in achieving effective working relationships with colleagues in the road passenger transport industries. This unit is particularly suitable for learners who work in driving or passenger support roles in the road passenger transport industries.

This unit relates to GoSkills National Occupational Standard Unit 7 – Achieve Effective Working Relationships with Colleagues in the Road Passenger Transport Industry from the Road Passenger Vehicle Driving suite, and Unit 2 – Achieve Effective Working Relationships with Colleagues in the Road Passenger Transport Industries.


This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning and professional discussion.

Simulation must not be used to assess this unit.

The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (RPVD 7), which must be adhered to, is detailed in Annexe G.



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and

Coac

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QCF)

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out

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nd a

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smen

t cr

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way

and t

imes

cale

1.4

Pr

ovi

de

info

rmat

ion c

olle

agues

ask

for

that

is

acc

ura

te,

clea

r and g

iven

pro

mptly

1.5

Tak

e par

t in

dis

cuss

ions

about

work

ing

rela

tionsh

ips

1.6

Support

colle

agues

who a

re lea

rnin

g,

to h

elp

dev

elop t

hei

r sk

ills

and k

now

ledge

1.7

D

iscu

ss p

roble

ms

with t

he

appro

priat

e per

son if

ther

e are

difficu

ltie

s in

work

ing r

elationsh

ips,

or

work

pra

ctic

es

1.8

Id

entify

pote

ntial

are

as o

f co

nflic

t w

ith c

olle

agues

1.9

N

egotiate

with c

olle

agues

to s

ort

out

conflic

t si

tuat

ions

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

19

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Know

how

to a

chie

ve

effe

ctiv

e w

ork

ing

rela

tionsh

ips

with

colle

agues

2.1

D

escr

ibe

the

nee

d for

effe

ctiv

e w

ork

ing

rela

tionsh

ips

in t

he

work

pla

ce

2.2

D

escr

ibe

org

anis

ational

pro

cedure

s re

lating t

o

beh

avio

ur

in t

he

work

pla

ce

2.3

D

escr

ibe

how

to b

alance

giv

ing h

elp t

o c

olle

agues

w

ith o

wn p

erso

nal w

ork

load

2.4

D

escr

ibe

the

limits

of ow

n p

erso

nal

and c

olle

agues

re

sponsi

bili

ties

2.5

D

escr

ibe

the

learn

ing n

eeds

of

colle

agues

who a

re

bei

ng t

rain

ed

2.6

D

escr

ibe

org

anis

ational

pro

cedure

s fo

r:

–

dea

ling w

ith a

nd d

iscu

ssin

g d

ifficu

ltie

s in

w

ork

ing r

elat

ionsh

ips

–

dea

ling w

ith c

onflic

t w

ithin

the

work

pla

ce

2.7

D

escr

ibe

the

skill

s th

at c

ould

be

use

d t

o s

ort

out

conflic

ts a

nd d

eal w

ith a

ggre

ssiv

e beh

avi

our

in t

he

work

pla

ce

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

20

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Be

able

to a

chie

ve

effe

ctiv

e co

mm

unic

ations

with c

olle

agues

3.1

O

bta

in info

rmat

ion r

equired

fro

m c

olle

agues

in lin

e w

ith o

rgan

isat

ional

pro

cedure

s

3.2

G

ive

info

rmat

ion t

o c

olle

agues

that

is

rele

vant

and

will

mee

t th

eir

nee

ds

3.3

Com

munic

ate

info

rmat

ion in a

form

at t

hat

is

appro

priat

e

3.4

Confirm

per

sonal

auth

orisa

tion t

o g

ive

the

info

rmat

ion p

rovi

ded

3.5

G

et h

elp in c

ase

s w

her

e th

ere

are

difficu

ltie

s in

co

mm

unic

atin

g e

ffec

tive

ly w

ith c

olle

agues

3.6

Id

entify

wea

knes

ses

with o

wn p

erso

nal

com

munic

atio

n s

kills

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

21

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Know

how

to a

chie

ve

effe

ctiv

e co

mm

unic

ations

with c

olle

agues

4.1

D

escr

ibe

the

nee

d for

accu

rate

and r

elev

ant

info

rmat

ion t

o b

e co

mm

unic

ated

within

the

work

pla

ce

4.2

D

escr

ibe

the

met

hods

of get

ting a

nd g

ivin

g

info

rmat

ion b

etw

een c

olle

agues

4.3

D

escr

ibe

the

limits

of ow

n p

erso

nal

auth

ority

re

lating t

o p

rovi

din

g info

rmation

4.4

D

escr

ibe

the

diffe

rent

form

ats

in w

hic

h info

rmat

ion

can b

e co

mm

unic

ate

d a

nd t

hei

r use

s

4.5

D

escr

ibe

the

nee

d for

pro

vidin

g,

and w

ays

to

pro

vide,

colle

agues

with o

pport

unitie

s to

co

mm

unic

ate

free

ly a

nd o

pen

ly

4.6

D

escr

ibe

org

anis

ational

pro

cedure

s fo

r dea

ling w

ith

and r

eport

ing d

ifficu

ltie

s in

com

munic

atin

g fre

ely

and o

pen

ly

4.7

D

escr

ibe

how

to iden

tify

and d

eal w

ith w

eakn

esse

s w

ith o

wn p

erso

nal co

mm

unic

atio

n s

kills

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

22

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

5

Be

able

to p

rom

ote

eq

ual

ity

and d

iver

sity

in

the

work

pla

ce

5.1

M

ake

sure

that

per

sonal

beh

avi

our,

word

s an

d

actions

pro

mote

equalit

y an

d d

iver

sity

in t

he

work

pla

ce

5.1

Id

entify

ow

n p

erso

nal

res

ponsi

bili

ties

and lia

bili

ties

under

equal

ity

legis

lation a

nd r

elev

ant

codes

of

pra

ctic

e

5.3

Id

entify

pre

judic

e, d

iscr

imin

ation a

nd b

ully

ing in

the

work

pla

ce

5.4

D

eal w

ith inci

den

ts o

f pre

judic

e, d

iscr

imin

ation a

nd

bully

ing in t

he

work

pla

ce w

ithin

the

limits

of ow

n

per

sonal

auth

ority

and o

rganis

ational

pro

cedure

s

6

Know

how

to p

rom

ote

eq

ual

ity

and d

iver

sity

in

the

work

pla

ce

6.1

Exp

lain

why

equalit

y an

d d

iver

sity

in t

he

work

pla

ce

is im

port

ant

6.2

D

escr

ibe

what

can

cause

pre

judic

e an

d

dis

crim

ination in t

he

work

pla

ce

6.3

D

escr

ibe

the

org

anis

atio

nal

polic

y on e

qualit

y an

d

div

ersi

ty

6.4

D

escr

ibe

rele

vant

legis

lation a

nd c

odes

of

conduct

aim

ed a

t ach

ievi

ng e

qualit

y and d

iver

sity

6.5

D

escr

ibe

per

sonal re

sponsi

bili

ty r

egar

din

g e

qual

ity

and d

iver

sity

in t

he

work

pla

ce

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

23

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


24


25

Unit 3: Provide professional customer service in road passenger transport

Unit code: RPTO 3

Unit reference number: R/602/6163

QCF level: 2

Credit value: 4


Unit summary

This unit is for those demonstrating competence in dealing with road passenger transport customers. This unit is particularly suitable for learners working in road passenger transport operations.

This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 3 – Provide a professional customer service in Road Passenger Transport Operations.


This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, written evidence and professional discussion.


The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry must be followed; please see Annexe D.



N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

26

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to f

ollo

w d

ress

an

d b

ehavi

our

codes

to

pro

ject

a p

rofe

ssio

nal

im

age

1.1

D

eal w

ith c

ust

om

ers

in lin

e w

ith o

rgan

isat

ional

pro

cedure

s

1.2

Consi

sten

tly

follo

w t

he

rele

vant

org

anis

atio

nal

dre

ss a

nd p

erso

nal

appea

rance

codes

2

Know

how

to follo

w d

ress

an

d b

ehavi

our

codes

to

pro

ject

a p

rofe

ssio

nal

im

age

2.1

Exp

lain

the

import

ance

for

the

org

anis

atio

n t

o h

ave

dre

ss a

nd b

ehav

iour

codes

2.2

D

escr

ibe

the

org

anis

atio

nal

dre

ss a

nd p

erso

nal

ap

pea

rance

codes

and e

xpla

in t

hei

r im

port

ance

2.3

Exp

lain

how

to d

eal w

ith d

ifficu

ltie

s in

mee

ting

dre

ss a

nd p

erso

nal

appea

rance

codes

2.4

D

escr

ibe

opport

unitie

s to

im

pro

ve t

he

serv

ice

giv

en

to c

ust

om

ers

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

27

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Be

able

to d

evel

op

pro

fess

ional

rel

atio

nsh

ips

with c

ust

om

ers

3.1

Ack

now

ledge

cust

om

ers

in lin

e w

ith o

rgan

isat

ional

pro

cedure

s

3.2

G

ive

info

rmat

ion t

o c

ust

om

ers

within

ow

n lim

its

of

auth

ority

3.3

Fo

llow

org

anis

atio

nal

pro

cedure

s fo

r dea

ling w

ith

cust

om

ers

3.4

Ref

er c

ust

om

ers

to o

ther

appro

priat

e peo

ple

when

outs

ide

ow

n a

uth

ori

ty

3.5

Rec

ord

acc

ura

tely

info

rmat

ion f

rom

cust

om

ers

that

re

late

s to

the

org

anis

atio

n a

nd m

ainta

in

confiden

tialit

y

3.6

Id

entify

and r

eport

iss

ues

with s

ervi

ces,

pro

duct

s or

per

sonal

itie

s th

at c

ust

om

ers

rais

e th

at c

ould

cau

se

difficu

ltie

s in

acc

ord

ance

with o

rgan

isational

pro

cedure

s

3.7

Car

ry o

ut

ow

n w

ork

to m

axim

ise

conve

nie

nce

to

the

cust

om

er

3.8

Id

entify

oth

er m

ain

pro

vider

s of

pas

senger

tr

ansp

ort

rel

ated

to t

he

org

anis

atio

n’s

act

ivity

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

28

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Know

how

to d

evel

op

pro

fess

ional

rel

atio

nsh

ips

with c

ust

om

ers

4.1

Exp

lain

the

org

anis

ation’s

polic

y an

d p

roce

dure

s fo

r cu

stom

er s

ervi

ce

4.2

Exp

lain

the

limits

of

ow

n a

uth

ority

4.3

Exp

lain

how

to iden

tify

cust

om

er’s

indiv

idual

nee

ds

4.4

D

escr

ibe

what

cust

om

er s

ervi

ce info

rmation

ben

efits

the

org

anis

ation

4.5

D

escr

ibe

the

difficu

ltie

s in

del

iver

ing c

ust

om

er

serv

ice

4.6

Exp

lain

the

pro

cedure

s fo

r re

ferr

ing c

ust

om

er

serv

ice

issu

es a

nd t

he

rule

s gove

rnin

g

confiden

tialit

y

4.7

Exp

lain

the

import

ance

of

equal

tre

atm

ent

for

all

cust

om

ers

4.8

D

escr

ibe

the

make

up o

f th

e pass

enger

tra

nsp

ort

in

dust

ry a

t nat

ional and loca

l le

vel

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

29

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

5

Be

able

to c

om

munic

ate

effe

ctiv

ely

with c

ust

om

ers

5.1

Com

munic

ate

with c

ust

om

ers

in a

way

that

is

appro

priat

e to

thei

r nee

ds

5.2

Res

pond t

o c

ust

om

ers’

req

ues

t in

lin

e w

ith

org

anis

atio

nal

pro

cedure

s

5.3

Confirm

that

the

info

rmat

ion g

iven

mee

ts t

he

cust

om

er’s

nee

ds

5.4

D

eal w

ith c

om

munic

atio

n p

roble

ms

in lin

e w

ith

org

anis

atio

nal

pro

cedure

s

6

Know

how

to

com

munic

ate

effe

ctiv

ely

with c

ust

om

ers

6.1

D

escr

ibe

the

mai

n form

s of ve

rbal

and n

on v

erbal

co

mm

unic

atio

n a

nd h

ow

to inte

rpre

t th

em

6.2

Exp

lain

how

to c

onfirm

cust

om

ers

under

stan

din

g o

f th

e in

form

atio

n p

rovi

ded

6.3

Exp

lain

wher

e to

get

hel

p t

o d

eal w

ith

com

munic

atio

n d

ifficu

ltie

s

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


30


31

Unit 4: Support Learners by Coaching in the Workplace

Unit code: BACEM 39

Unit reference number: L/502/6118

QCF level: 3

Credit value: 4


Unit summary

The purpose of this unit is for learners to demonstrate occupational competency in supporting learners by coaching in the workplace. It covers the skills and competences required to give learners information and guidance on their work role. In particular it covers the provision of job-related coaching.

This unit relates to GoSkills National Occupational Standard Unit 38 –Support Learners by Coaching in the Workplace.


This unit should be assessed predominately in the workplace. Observation, witness testimony and professional discussion are all sources of evidence which can be used.

Simulation is not permitted.

The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (BACEM 39), which must be adhered to, is detailed in Annexe G.



N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

32

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to s

upport

le

arner

s by

coac

hin

g in

the

work

pla

ce

1.1

Tak

e act

ion t

o iden

tify

lea

rner

s’ n

eeds

and t

he

reso

urc

es a

nd faci

litie

s re

quired

, in

cludin

g I

T b

ased

re

sourc

es,

to u

nder

take

the

coac

hin

g r

ole

to h

elp

them

mee

t th

ese

nee

ds

1.2

Id

entify

what

sourc

es o

f in

form

atio

n a

nd s

upport

th

ere

are

to h

elp p

erfo

rm t

he

role

of

coach

1.3

Tak

e act

ion t

o a

gre

e how

pro

gre

ss a

nd a

ny

pro

ble

ms

will

be

revi

ewed

during t

he

coach

ing

pro

cess

1.4

W

ithin

lim

its

of

ow

n r

esponsi

bili

ty p

lan a

nd

mai

nta

in t

he

coac

hin

g p

roce

ss

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

33

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Know

how

to s

upport

le

arner

s by

coac

hin

g in

the

work

pla

ce

2.1

D

escr

ibe

the

role

of

a co

ach

2.2

Exp

lain

the

coac

hin

g p

roce

ss,

in p

articu

lar

how

to:

–

Pro

vide

appro

priat

e co

achin

g a

ctiv

itie

s fo

r par

ticu

lar

situ

atio

ns

incl

udin

g I

T b

ased

pro

gra

mm

es

–

Provi

de

opport

unitie

s in

the

work

pla

ce f

or

lear

ner

s to

dev

elop s

kills

and incr

ease

co

nfiden

ce

–

Pla

n a

nd m

onitor

coac

hin

g a

ctiv

ity

–

Support

str

uct

ure

s ava

ilable

to lea

rner

s

2.3

Exp

lain

the

diffe

rent

tech

niq

ues

of co

achin

g,

incl

udin

g h

ow

to:

–

Set

goal

s an

d t

arget

s

–

Anal

yse

task

s

–

Dev

elop a

pla

n

–

Inst

ruct

by

shar

ing k

now

ledge

and s

kills

–

Com

munic

ate

to lea

rner

s in

the

most

eff

ective

w

ay,

for

exam

ple

fac

e-to

-fac

e, s

mal

l gro

ups

–

Obta

in a

nd g

ive

feed

bac

k

–

Anal

yse

lear

ner

s’ s

tren

gth

s an

d w

eakn

esse

s an

d

hel

p t

hem

to c

orr

ect

def

ects

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

34

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2.4

D

escr

ibe

the

per

sonal

att

ribute

s of ef

fect

ive

coac

hes

2.5

Exp

lain

the

ben

efits

that

can

be

gai

ned

fro

m

coac

hin

g

2.6

Exp

lain

the

fact

ors

that

can

inhib

it lea

rnin

g

2.7

D

escr

ibe

the

diffe

rent

pro

ble

ms

that

can

be

exper

ience

d b

y al

l new

entr

ants

2.8

Exp

lain

the

exte

nt

of ow

n r

esponsi

bili

ty a

nd w

ho

pro

ble

ms

that

can

not

be

solv

ed s

hould

be

report

ed

to

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


35

Unit 5: Develop and maintain work skills and knowledge in the passenger transport industry

Unit code: RPTO 9

Unit reference number: K/502/5994

QCF level: 2

Credit value: 2


Unit summary

The purpose of this unit is for learners to demonstrate occupational competence in developing and maintaining work skills and knowledge in the passenger transport industry. This unit is particularly suitable for learners who work in the passenger transport industry.

This unit relates to GoSkills National Occupational Standard Unit 9 – Develop and Maintain your Work Skills and Knowledge in Road Passenger Transport Operations from the Road Passenger Transport Operations suite.


This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, written evidence and professional discussion.





N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

36

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to d

evel

op a

nd

mai

nta

in w

ork

ski

lls a

nd

know

ledge

1.1

Car

ry o

ut

activi

ties

to d

evel

op p

erso

nal

ski

lls

1.2

Bal

ance

per

sonal

nee

ds

and t

he

nee

ds

of th

e org

anis

atio

n

1.3

D

iscu

ss a

nd a

gre

e w

ith t

he

appro

priate

per

son in

the

org

anis

atio

n h

ow

per

sonal

dev

elopm

ent

nee

ds

will

be

met

and g

et f

eedbac

k

1.4

Tak

e act

ion if pro

gre

ss is

bel

ow

the

nec

essa

ry

stan

dar

d

2

Know

how

to d

evel

op a

nd

mai

nta

in w

ork

ski

lls a

nd

know

ledge

2.1

Id

entify

and d

escr

ibe

the

stan

dard

s of sk

ills

and

know

ledge

nee

ded

in t

he

role

2.2

D

escr

ibe

how

to m

easu

re c

urr

ent

skill

s an

d iden

tify

ar

eas

nee

din

g d

evel

opm

ent

2.3

D

escr

ibe

pro

cess

within

the

org

anis

atio

n f

or

dis

cuss

ing a

nd a

gre

eing p

erso

nal

dev

elopm

ent

pla

ns

and g

etting fee

dbac

k

2.4

D

escr

ibe

how

to m

onitor

pro

gre

ss a

gai

nst

per

sonal

dev

elopm

ent

pla

ns

2.5

Id

entify

the

mai

n p

rovi

der

s of pas

senger

tra

nsp

ort

re

late

d t

o t

he

role

2.6

D

escr

ibe

the

make

up o

f th

e pass

enger

tra

nsp

ort

in

dust

ry a

t nat

ional and loca

l le

vel

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

37

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


38


39

Unit 6: Manage Conflict in the Road Passenger Transport Industry

Unit code: RPTO 10

Unit reference number: M/502/5995

QCF level: 2

Credit value: 1


Unit summary

The purpose of this unit is for learners to demonstrate occupational competence in managing conflict. This unit is particularly suitable for learners working in the road passenger transport industries.

This unit relates to GoSkills National Occupational Standard Unit 10 – Manage Conflict in Road Passenger Transport Operations from the Road Passenger Transport Operations suite.


This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence including, witness testimony, questioning, professional discussion and written evidence.

Realistic workplace simulation may be used to assess areas that cover non-routine situations.

All simulations using specially constructed environments need to be approved by Edexcel prior to use. The setting up or devising of assessment situations do not need to be approved by Edexcel if they take place in the normal workplace environment.

The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (RPTO 10), which must be adhered to, is detailed in Annexe G.



N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

40

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to a

sses

s si

tuat

ions

and d

ecid

e on

action n

eeded

1.1

Rec

ognis

e si

tuat

ions

pro

mptly

that

invo

lve

inap

pro

priat

e beh

avio

ur

by

peo

ple

1.2

Ass

ess

the

per

sonal

ris

ks a

nd r

isks

to o

ther

s in

the

situ

atio

n

1.3

Ass

ess

the

seriousn

ess

of

the

situ

atio

n a

nd t

he

beh

avio

ur

of th

e peo

ple

invo

lved

1.4

Pr

ioritise

the

action t

o b

e ta

ken,

in lin

e w

ith

appro

ved o

rgan

isat

ional

guid

elin

es

1.5

M

ake

sure

the

act

ion p

lanned

mee

ts o

rgan

isat

ional

ap

pro

ved g

uid

elin

es o

r pro

cedure

s

1.6

Consi

der

the

nee

ds

of oth

ers

when

dea

ling w

ith t

he

situ

atio

n in lin

e w

ith o

rgan

isat

ional

appro

ved

guid

elin

es o

r pro

cedure

s

1.7

G

et h

elp f

rom

the

appro

priat

e so

urc

es in s

ituat

ions

outs

ide

ow

n p

erso

nal

auth

ori

ty o

r ab

ility

to d

eal

with

1.8

Colle

ct a

nd r

eport

nec

essa

ry info

rmat

ion a

bout

the

peo

ple

invo

lved

and t

he

situ

atio

n

1.9

Ass

ist

oth

er s

taff

as

appro

pri

ate

to d

eal w

ith

conflic

t si

tuat

ions

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

41

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Know

how

to a

sses

s si

tuat

ions

and d

ecid

e on

action n

eeded

2.1

D

escr

ibe

the

types

of co

nflic

t si

tuat

ions

that

are

lik

ely

to a

rise

when

work

ing in t

he

road

pas

senger

tr

ansp

ort

indust

ries

2.2

D

escr

ibe

how

to c

arr

y out

risk

ass

essm

ents

in

conflic

t si

tuat

ions

and t

he

fact

ors

that

should

be

kept

in m

ind

2.3

D

escr

ibe

the

actions

that

can

be

take

n a

nd a

re

within

ow

n p

erso

nal

auth

ori

sation

2.4

D

escr

ibe

when

and h

ow

to g

et h

elp w

hen

situat

ions

are

outs

ide

ow

n p

erso

nal

auth

ority

or

abili

ty t

o d

eal

with

2.5

Exp

lain

why

info

rmat

ion a

bout

the

peo

ple

invo

lved

an

d t

he

situ

atio

n s

hould

be

colle

cted

and r

eport

ed

and t

he

org

anis

atio

nal

pro

cedure

s re

gar

din

g t

his

2.6

D

escr

ibe

how

to m

ainta

in g

oodw

ill in c

onflic

t si

tuat

ions

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

42

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Be

able

to t

ake

action t

o

dea

l w

ith c

onflic

t 3.1

Tak

e act

ion t

o d

eal w

ith c

onflic

t si

tuations

in lin

e w

ith o

rgan

isat

ional

pro

cedure

s and g

uid

elin

es

3.2

Tak

e co

ntr

ol of th

e si

tuat

ion in a

way

that

red

uce

s an

y pote

ntial

conflic

t

3.3

G

et h

elp f

rom

the

appro

priat

e so

urc

es in s

ituat

ions

that

are

outs

ide

ow

n p

erso

nal

auth

ority

or

abili

ty

3.4

Consi

der

the

nee

ds

of oth

ers

when

taki

ng a

ctio

n

3.5

M

ainta

in p

erso

nal sa

fety

and s

ecurity

, an

d t

hat

of

oth

ers

in t

he

work

pla

ce,

while

tak

ing a

ctio

n

3.6

Rep

ort

the

det

ails

of

any

conflic

t si

tuat

ion in lin

e w

ith o

rgan

isat

ional

pro

cedure

s

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

43

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Know

how

to t

ake

action

to d

eal w

ith c

onflic

t 4.1

D

escr

ibe

the

action t

hat

can

be

take

n -

and w

hic

h is

within

per

sonal

auth

orisa

tion t

o t

ake

- w

ith r

egar

d

to r

esolv

ing c

onflic

t bet

wee

n p

eople

4.2

D

escr

ibe

the

org

anis

atio

nal

and r

elev

ant

legal

re

sponsi

bili

ties

when

sort

ing o

ut

conflic

t si

tuat

ions

4.3

D

escr

ibe

how

to c

arr

y out

posi

tive

res

ponsi

ve

action t

o d

eal w

ith c

onflic

t si

tuations

4.4

D

escr

ibe

how

and a

t w

hat

poin

t hel

p s

hould

be

sought

4.5

D

escr

ibe

how

to m

ainta

in o

wn p

erso

nal

saf

ety

and

secu

rity

, and t

hat

of

oth

ers

and o

rgan

isat

ional

pro

per

ty

4.6

D

escr

ibe

org

anis

ational

pro

cedure

s an

d g

uid

elin

es

for

dea

ling w

ith a

nd r

eport

ing c

onflic

t si

tuat

ions

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


44


45

Unit 7: Resolve customer service problems

Unit reference number: M/601/1511

QCF level: 2

Credit value: 6


Unit summary

This unit is about what to do when it is difficult to meet customer expectations. Even if the service the learner gives is excellent, some customers experience problems. Part of the learner’s job is to help to resolve those problems. There is likely to be a problem if customer expectations are not met. This may be because the customer’s expectations involve more than the learner can offer or because service procedures have not been followed. Some problems are reported by customers and sometimes the learner will spot the problem first and resolve it before their customer has even noticed. As soon as the learner is aware of a problem, they need to consider the options and then choose a way to put it right.

This unit is particularly important in customer service because many customers judge how good the customer service of the organisation is by the way problems are handled.


The assessment and quality assurance requirement for this unit provides evidence towards A and V units.



This unit is assessed in the workplace or in conditions resembling the workplace. Learners can enter the types of evidence they are presenting for assessment and the submission date against each assessment criterion. Alternatively, centre documentation should be used to record this information.

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

46

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Spot

cust

om

er s

ervi

ce

pro

ble

ms

1.1

Li

sten

care

fully

to c

ust

om

ers

about

any

pro

ble

m

they

hav

e ra

ised

1.2

Ask

cust

om

ers

about

the

pro

ble

m t

o c

hec

k th

eir

under

stan

din

g

1.3

Rec

ognis

e re

pea

ted p

roble

ms

and a

lert

the

appro

priat

e au

thority

1.4

Shar

e cu

stom

er f

eedbac

k w

ith o

ther

s to

iden

tify

pote

ntial

pro

ble

ms

bef

ore

they

hap

pen

1.5

Id

entify

pro

ble

ms

with s

yste

ms

and p

roce

dure

s bef

ore

they

beg

in t

o a

ffec

t cu

stom

ers

2

Pick

the

bes

t so

lution t

o

reso

lve

cust

om

er s

ervi

ce

pro

ble

ms

2.1

Id

entify

the

options

for

reso

lvin

g a

cust

om

er

serv

ice

pro

ble

m

2.2

W

ork

with o

ther

s to

iden

tify

and c

onfirm

the

options

to r

esolv

e a

cust

om

er s

ervi

ce p

roble

m

2.3

W

ork

out

the

adva

nta

ges

and d

isad

vanta

ges

of

each

option for

thei

r cu

stom

er a

nd t

he

org

anis

atio

n

2.4

Pi

ck t

he

bes

t option for

thei

r cu

stom

er a

nd t

he

org

anis

atio

n

2.5

Id

entify

for

thei

r cu

stom

er o

ther

way

s th

at

pro

ble

ms

may

be

reso

lved

if th

ey a

re u

nable

to

hel

p

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

47

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Tak

e ac

tion t

o r

esolv

e cu

stom

er s

ervi

ce

pro

ble

ms

3.1

D

iscu

ss a

nd a

gre

e th

e options

for

solv

ing t

he

pro

ble

m w

ith t

hei

r cu

stom

er

3.2

Tak

e act

ion t

o im

ple

men

t th

e option a

gre

ed w

ith

thei

r cu

stom

er

3.3

W

ork

with o

ther

s an

d t

hei

r cu

stom

er t

o m

ake

sure

th

at a

ny

pro

mis

es r

elat

ed t

o s

olv

ing t

he

pro

ble

m

are

kept

3.4

Kee

p t

hei

r cu

stom

er fully

info

rmed

about

what

is

hap

pen

ing t

o r

esolv

e th

e pro

ble

m

3.5

Chec

k w

ith t

hei

r cu

stom

er t

o m

ake

sure

the

pro

ble

m h

as b

een r

esolv

ed t

o t

he

cust

om

er’s

sa

tisf

act

ion

3.6

G

ive

clea

r re

asons

to t

hei

r cu

stom

er w

hen

the

pro

ble

m h

as n

ot

bee

n r

esolv

ed t

o t

he

cust

om

er’s

sa

tisf

act

ion

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

48

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Know

how

to r

esolv

e cu

stom

er s

ervi

ce

pro

ble

ms

4.1

D

escr

ibe

org

anis

ational

pro

cedure

s an

d s

yste

ms

for

dea

ling w

ith c

ust

om

er s

ervi

ce p

roble

ms

4.2

Exp

lain

how

to d

efuse

pote

ntially

str

essf

ul

situ

atio

ns

4.3

D

escr

ibe

how

to n

egotiat

e

4.4

Id

entify

the

limitat

ions

of w

hat

they

can

off

er t

hei

r cu

stom

er

4.5

D

escr

ibe

types

of act

ion t

hat

may

make

a c

ust

om

er

pro

ble

m w

ors

e an

d s

hould

be

avo

ided

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


49

Unit 8: Deal with customers in writing or using ICT

Unit reference number: Y/500/8916

QCF level: 3

Credit value: 7


Unit summary

Some customer service delivery involves communicating with the customer in a way that creates a permanent record, either in writing or by using ICT. This form of communication carries risks and implications that are less likely to apply to a conversation held with a customer face to face or on the telephone.

This unit is about how written or ICT communication can be made effective and can contribute to excellent customer service.





N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

50

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Use

writt

en o

r IC

T

com

munic

atio

n e

ffec

tive

ly

1.1

O

per

ate

equip

men

t to

com

munic

ate

in w

riting o

r usi

ng I

CT e

ffic

iently

and e

ffec

tive

ly

1.2

Ensu

re t

hat

the

per

iod o

f tim

e bet

wee

n e

xchan

ges

in

writing o

r usi

ng I

CT r

epre

sents

exc

elle

nt

cust

om

er s

ervi

ce

1.3

U

se lan

guage

that

is

clea

r an

d c

onci

se

1.4

Adap

t th

eir

use

of la

nguag

e to

mee

t th

e in

div

idual

nee

ds

of th

e cu

stom

er

1.5

Ensu

re t

hat

the

styl

e an

d t

one

of th

e w

ritt

en o

r IC

T

com

munic

ation f

ollo

ws

the

org

anis

atio

n’s

guid

elin

es

and m

atch

es t

he

serv

ice

off

er

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

51

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Plan

and s

end a

n e

ffec

tive

w

ritt

en o

r IC

T

com

munic

atio

n

2.1

Antici

pat

e th

e cu

stom

er’s

exp

ecta

tions

taki

ng

acco

unt

of

any

pre

vious

exch

anges

they

may

have

had

2.2

Ass

emble

all

the

info

rmat

ion t

hey

nee

d t

o c

onst

ruct

th

e co

mm

unic

atio

n

2.3

Pl

an t

he

obje

ctiv

e of

the

com

munic

atio

n

2.4

Fo

rmat

the

com

munic

atio

n f

ollo

win

g t

he

org

anis

atio

n’s

guid

elin

es

2.5

O

pen

the

com

munic

ation p

osi

tive

ly t

o e

stablis

h a

ra

pport

with t

he

cust

om

er

2.6

Ensu

re t

hat

the

cust

om

er is

aware

of th

e purp

ose

of th

e co

mm

unic

atio

n a

s ea

rly

as

poss

ible

2.7

Sum

mar

ise

the

key

poin

t of th

e co

mm

unic

atio

n a

nd

any

act

ions

that

they

or

thei

r cu

stom

er w

ill t

ake

as

a re

sult

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

52

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Han

dle

inco

min

g w

ritt

en

or

ICT c

om

munic

atio

ns

effe

ctiv

ely

3.1

Rea

d t

he

cust

om

er’s

com

munic

atio

n e

ffec

tive

ly t

o

iden

tify

the

pre

cise

rea

son t

hat

the

cust

om

er h

as

conta

ct t

hem

3.2

Id

entify

what

the

cust

om

er is

seek

ing a

s th

e outc

om

e of th

e co

nta

ct

3.3

Id

entify

all

the

options

they

have

for

resp

ondin

g t

o

the

cust

om

er a

nd w

eigh u

p t

he

ben

efits

and

dra

wbac

ks o

f ea

ch

3.4

Choose

the

option t

hat

is

most

lik

ely

to lea

d t

o

cust

om

er s

atis

fact

ion w

ithin

the

serv

ice

offer

3.5

Sum

mar

ise

the

outc

om

e of

the

com

munic

atio

n a

nd

any

act

ions

that

they

or

the

cust

om

er w

ill t

ake

as a

re

sult

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

53

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Know

and

under

stan

d h

ow

to

dea

l w

ith c

ust

om

ers

effe

ctiv

ely

in w

riting

or

usi

ng I

CT

4.1

The

lear

ner

will

know

and u

nder

stan

d t

he

import

ance

of

usi

ng c

lear

and c

onci

se lan

guag

e

4.2

The

lear

ner

will

know

and u

nder

stan

d t

he

additio

nal

si

gnific

ance

and p

ote

ntial

ris

ks invo

lved

in c

om

mitting a

co

mm

unic

atio

n t

o a

per

man

ent

reco

rd form

at

4.3

The

lear

ner

will

know

and u

nder

stan

d t

he

effe

cts

of

styl

e an

d t

one

on t

he

read

er o

f a w

ritt

en o

r IC

T

com

munic

atio

n

4.4

The

lear

ner

will

know

and u

nder

stan

d t

he

import

ance

of

adap

ting t

hei

r la

nguag

e to

mee

t th

e nee

ds

of

cust

om

ers

who m

ay f

ind t

he

com

munic

atio

n h

ard t

o u

nder

stan

d

4.5

The

lear

ner

will

know

and u

nder

stan

d t

he

org

anis

atio

n’s

guid

elin

es a

nd p

roce

dure

s re

lating t

o w

ritt

en

com

munic

atio

n a

nd t

he

use

of IC

T t

o c

om

munic

ate

4.6

The

lear

ner

will

know

and u

nder

stan

d h

ow

to o

per

ate

equip

men

t use

d for

pro

duci

ng a

nd s

endin

g w

ritt

en o

r IC

T c

om

munic

atio

ns

4.7

The

lear

ner

will

know

and u

nder

stan

d t

he

import

ance

of

keep

ing t

hei

r cu

stom

er info

rmed

if th

ere

is lik

ely

to b

e an

y del

ay in r

espondin

g t

o a

com

munic

atio

n

4.8

The

lear

ner

will

know

and u

nder

stan

d t

he

risk

s as

soci

ate

d w

ith t

he

confiden

tial

ity

of w

ritt

en o

r IC

T

com

munic

atio

ns

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

54

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


55

Unit 9: Deal with customers by telephone


QCF level: 2

Credit value: 7


Unit summary

This unit is about the skills and competences needed when dealing with a customer by telephone. Customer satisfaction in this situation depends on good feelings about the way the transaction has been handled, as well as the features and benefits of the services or products that are offered to the customer.

While verbal communication is important, focus on the customer and the rapport that is formed also depends on the learner’s skills with the telephone system and any information accessed while on the telephone to the customer.





N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

56

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Use

the

tele

phone

syst

em

effe

ctiv

ely

1.1

O

per

ate

the

tele

phone

equip

men

t ef

fici

ently

and

effe

ctiv

ely

1.2

Kee

p t

hei

r cu

stom

er r

egula

rly

info

rmed

about

thei

r ac

tions

when

acc

essi

ng info

rmation t

o p

rovi

de

resp

onse

s or

if t

hey

are

goin

g t

o b

e on h

old

for

a

per

iod o

f tim

e

1.3

Spea

k cl

early

and s

low

ly t

o a

llow

for

the

poss

ibili

ty

that

rec

eption o

n t

he

tele

phone

line

may

not

be

per

fect

1.4

Adap

t th

eir

spee

ch t

o m

eet

the

indiv

idual nee

ds

of

thei

r cu

stom

er

1.5

Contr

ol th

e le

ngth

of

the

conve

rsat

ion if

the

call

is

cost

ing t

hei

r cu

stom

er m

oney

1.6

Ensu

re t

hat

pro

mis

es t

o c

all back

are

kep

t

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

57

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Plan

and m

ake

focu

ssed

te

lephone

calls

to t

hei

r cu

stom

er

2.1

Antici

pat

e th

eir

cust

om

er’s

exp

ecta

tions

and

asse

mble

all

the

info

rmat

ion t

hey

mig

ht

nee

d

bef

ore

thei

r co

nve

rsation w

ith t

he

cust

om

er

2.2

Pla

n t

he

open

ing p

art

of th

eir

conve

rsat

ion w

ith

thei

r cu

stom

er a

nd a

ntici

pat

e th

eir

poss

ible

re

sponse

s

2.3

Pl

an t

he

obje

ctiv

e of

thei

r ca

ll an

d t

he

way

in w

hic

h

they

exp

ect

the

call

to e

nd

2.4

O

pen

the

conve

rsat

ion p

osi

tive

ly a

nd e

stablis

h a

ra

pport

with t

hei

r cu

stom

er

2.5

Ensu

re t

hat

thei

r cu

stom

er is

awar

e of th

e purp

ose

of th

eir

call

as e

arly

as

poss

ible

2.6

Res

pond p

osi

tive

ly t

o q

uer

ies

and o

bje

ctio

ns

from

th

eir

cust

om

er

2.7

Sum

mar

ise

the

outc

om

e of

the

call

and a

ny

act

ions

that

they

or

thei

r cu

stom

er w

ill t

ake

as

a r

esult

2.8

Li

sten

care

fully

when

colle

ctin

g info

rmation fro

m

thei

r cu

stom

er s

o t

hat

they

do n

ot

make

mis

take

s or

have

to k

eep r

epea

ting t

he

ques

tion

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

58

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Han

dle

inco

min

g c

alls

ef

fect

ivel

y 3.1

G

reet

thei

r cu

stom

er f

ollo

win

g t

hei

r org

anis

atio

n’s

guid

elin

es

3.2

Li

sten

clo

sely

to t

hei

r cu

stom

er t

o iden

tify

thei

r pre

cise

rea

son f

or

calli

ng a

nd w

hat

they

are

se

ekin

g a

s th

e outc

om

e of th

e ca

ll

3.3

Id

entify

all

the

options

they

have

for

resp

ondin

g t

o

thei

r cu

stom

er,

wei

gh u

p t

he

ben

efits

and

dra

wbac

ks o

f ea

ch

3.4

Choose

the

option t

hat

is

most

lik

ely

to lea

d t

o

cust

om

er s

atis

fact

ion w

ithin

the

serv

ice

offer

3.5

Sum

mar

ise

the

outc

om

e of

the

call

and a

ny

act

ions

that

they

or

thei

r cu

stom

er w

ill t

ake

as

a r

esult

3.6

Sel

ect

the

appro

priat

e in

form

ation t

hey

nee

d t

o

reco

rd a

nd s

tore

follo

win

g t

hei

r org

anis

atio

n’s

guid

elin

es

3.7

Tak

e a c

lear

mes

sage

for

a c

olle

ague

if t

hey

are

unab

le t

o d

eal w

ith s

om

e asp

ect

of th

eir

cust

om

er’s

ex

pec

tations

3.8

Pu

t th

eir

cust

om

er o

n h

old

and e

nsu

re t

hey

can

not

be

hea

rd if th

ey a

re d

iscu

ssin

g a

ctio

n w

ith o

ther

s or

calli

ng a

colle

ague

N025394 –

Spec

ific

atio

n –

Edex

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Cer

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atio

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Support

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Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

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Mar

ch 2

011 ©

Edex

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mited

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59

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Know

and u

nder

stan

d h

ow

to

com

pet

ently

dea

l w

ith

cust

om

ers

by

tele

phone

4.1

Show

that

they

know

and u

nder

stan

d t

he

import

ance

of sp

eaki

ng c

lear

ly a

nd s

low

ly w

hen

dea

ling w

ith c

ust

om

ers

by

tele

phone

4.2

Show

that

they

know

and u

nder

stan

d t

he

effe

cts

of

smili

ng a

nd o

ther

fac

ial ex

pre

ssio

ns

that

can

be

det

ecte

d b

y so

meb

ody

liste

nin

g t

o y

ou o

n t

he

tele

phone

4.3

Show

that

they

know

and u

nder

stan

d t

he

import

ance

of ad

apting t

hei

r sp

eech

to m

eet

the

nee

ds

of cu

stom

ers

who m

ay

find t

hei

r la

nguag

e or

acce

nt

har

d t

o u

nder

stan

d

4.4

Show

that

they

know

and u

nder

stan

d t

hei

r org

anis

atio

n’s

guid

elin

es a

nd p

roce

dure

s fo

r th

e use

of

tele

phone

equip

men

t

4.5

Show

that

they

know

and u

nder

stan

d t

hei

r org

anis

atio

n’s

guid

elin

es a

nd p

roce

dure

s fo

r w

hat

sh

ould

be

said

during t

elep

hone

conve

rsations

with

cust

om

ers

4.6

Show

that

they

know

and u

nder

stan

d w

hat

det

ails

sh

ould

be

incl

uded

if

taki

ng a

mes

sage

for

a co

lleag

ue

4.7

Show

that

they

know

and u

nder

stan

d h

ow

to

oper

ate

the

org

anis

ation’s

tel

ephone

equip

men

t

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

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atio

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Support

in t

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Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

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Mar

ch 2

011 ©

Edex

cel Li

mited

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60

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4.8

Show

that

they

know

and u

nder

stan

d t

he

import

ance

of ke

epin

g t

hei

r cu

stom

er info

rmed

if

they

are

on h

old

during a

cal

l

4.9

Show

that

they

know

and u

nder

stan

d t

he

import

ance

of not

talk

ing o

ver

an o

pen

tel

ephone

4.1

0

Show

that

they

know

and u

nder

stan

d t

hei

r org

anis

atio

n’s

guid

elin

es f

or

handlin

g a

busi

ve c

alls

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


61

Unit 10: Deal with customers face to face Unit reference number: T/601/1221

QCF level: 2

Credit value: 5


Unit summary

This unit is about the skills the learner needs to deal with their customer in person and face to face. When they are working with a customer in this way, good feelings about the way the learner looks and behaves can improve how their customer feels about the transaction and give them greater satisfaction. While verbal communication is important, the learnerfocus on their customer and the relationship that is formed also depends on the non-verbal communication that takes place between them. The learner will have many opportunities to impress their customer and their behaviour in this situation can make all the difference to customer behaviour and the satisfaction that they feel.




1 Wherever possible the learner’s evidence should be based on a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. However, for this unit, evidence based on a realistic working environment or a work placement is permissible. Simulation is not allowed for any performance evidence within this unit.

2 The learner may collect the evidence for the unit through work in a private sector organisation, a not-for-profit organisation or a public services organisation.

3 The learner must provide evidence that shows they have done this over a sufficient period of time with different customers on different occasions for their assessor to be confident that they are competent.


62

4 The learner’s evidence must include examples of dealing with customers who: a have standard expectations of the learner’s organisation’s customer

service b have experienced difficulties when dealing with the learner’s

organisation c have made a specific request for information d need to be informed of circumstances of which they are unaware.

5 The learner’s evidence must include examples of dealings with customers that are: a planned b unplanned.

6 The learner must provide evidence of dealing with customers face to face: a during routine delivery of customer service b during a busy time in their job c during a quiet time in their job d when people, systems or resources have let them down.

7 The learner must include examples of how they have made use of: a verbal communication skills b non-verbal communication skills.



N025394 –

Spec

ific

atio

n –

Edex

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vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

63

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Com

munic

ate

effe

ctiv

ely

with t

hei

r cu

stom

er

1.1

Pl

an a

conve

rsat

ion w

ith t

hei

r cu

stom

er t

hat

has

st

ruct

ure

and c

lear

direc

tion

1.2

H

old

a c

onve

rsat

ion w

ith t

hei

r cu

stom

er t

hat

es

tablis

hes

rap

port

1.3

Fo

cus

on t

hei

r cu

stom

er a

nd lis

ten c

aref

ully

to

ensu

re t

hat

they

colle

ct a

ll poss

ible

info

rmat

ion

they

nee

d f

rom

the

conve

rsat

ion

1.4

Exp

lain

thei

r se

rvic

es o

r pro

duct

s an

d t

hei

r org

anis

atio

n’s

ser

vice

off

er t

o t

hei

r cu

stom

er c

lear

ly

and c

onci

sely

1.5

Adap

t th

eir

com

munic

atio

n t

o m

eet

the

indiv

idual

nee

ds

of th

eir

cust

om

er

1.6

Antici

pat

e th

eir

cust

om

er’s

req

ues

ts a

nd n

eeds

for

info

rmat

ion

1.7

Bal

ance

conflic

ting d

eman

ds

for

thei

r at

tention

whils

t m

ain

tain

ing r

apport

with t

hei

r cu

rren

t cu

stom

er

1.8

Cal

m d

ow

n s

ituat

ions

when

one

cust

om

er is

adve

rsel

y af

fect

ing t

he

cust

om

er s

ervi

ce e

njo

yed b

y oth

er c

ust

om

ers

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

64

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Impro

ve t

he

rapport

with

thei

r cu

stom

er t

hro

ugh

body

languag

e

2.1

Pr

esen

t a

pro

fess

ional

and r

espec

tful im

age

when

dea

ling w

ith t

hei

r cu

stom

er

2.2

Show

an a

war

enes

s of th

eir

cust

om

er’s

nee

ds

for

per

sonal

spac

e

2.3

Fo

cus

thei

r at

tention o

n t

hei

r cu

stom

er s

o t

hat

non-

verb

al si

gns

do n

ot

bet

ray

dis

inte

rest

, bore

dom

or

irrita

tion

2.4

Ensu

re t

hat

thei

r cu

stom

er f

ocu

s is

not

dis

rupte

d b

y co

lleag

ues

2.5

O

bse

rve

all cu

stom

ers

and t

he

tota

l cu

stom

er

serv

ice

situ

atio

n w

hils

t m

ainta

inin

g r

apport

with

thei

r cu

rren

t cu

stom

er

2.6

O

bse

rve

thei

r cu

stom

er t

o r

ead n

on-v

erbal

clu

es

about

the

cust

om

er’s

wis

hes

and e

xpec

tations

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

65

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Under

stan

d h

ow

to d

eal

with c

ust

om

ers

face

to

face

3.1

Exp

lain

the

import

ance

of

spea

king c

lear

ly a

nd

slow

ly w

hen

dea

ling w

ith a

cust

om

er f

ace

to f

ace

3.2

Sta

te t

he

import

ance

of ta

king t

he

tim

e to

lis

ten

care

fully

to w

hat

the

cust

om

er is

sayi

ng

3.3

Id

entify

the

org

anis

ation’s

pro

cedure

s th

at

impac

t on

the

way

they

are

able

to d

eal w

ith t

hei

r cu

stom

ers

face

to face

3.4

D

escr

ibe

the

featu

res

and b

enef

its

of th

e org

anis

atio

n’s

ser

vice

s or

pro

duct

s

3.5

Exp

lain

the

org

anis

ation’s

ser

vice

offer

and h

ow

it

affe

cts

the

way

they

dea

l w

ith c

ust

om

ers

face

to f

ace

3.6

Exp

lain

the

princi

ple

s of body

languag

e th

at e

nab

les

them

to inte

rpre

t cu

stom

er fee

lings

without

verb

al

com

munic

atio

n

3.7

Exp

lain

the

diffe

rence

bet

wee

n b

ehav

ing a

sser

tive

ly,

aggre

ssiv

ely

and p

ass

ivel

y

3.8

Exp

lain

why

the

expec

tations

and b

ehavi

our

of

indiv

idual

cust

om

ers

will

dem

and d

iffe

rent

resp

onse

s to

cre

ate

rapport

and a

chie

ve c

ust

om

er s

atis

fact

ion

3.9

D

escr

ibe

the

agre

ed a

nd r

ecognis

ed s

igns

in

cust

om

er b

ehav

iour

in t

hei

r org

anis

atio

n t

hat

in

dic

ate

s th

at t

hei

r cu

stom

er e

xpec

ts a

par

ticu

lar

action b

y th

em

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

66

Lear

ner

nam

e:__________________________________________

D

ate:

_______________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

_______________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

_______________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:_______________________


67

Unit 11: Support customer service improvements


QCF level: 2

Credit value: 5


Unit summary

Organisations change the way they deliver service to their customers because customer expectations rise and because other organisations improve the services they offer. Often the most important ideas about how to improve customer service come from people dealing directly with customers. The learner’s job involves delivering customer service. If the organisation has decided to make changes, it is the learner’s job to support them and to present them positively to customers. Also, by listening to customer comments the learner may have their own ideas about how the service they deliver could be improved. This unit is about how the learner provides support for changes that their organisation has introduced. In addition, it covers how the learner presents their own ideas for improvements to someone in their organisation who can authorise trying out the change.




1 The learner’s evidence should be collected when carrying out a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. However, for this unit, evidence based on a realistic working environment or a work placement is permissible. Simulation is not allowed for any performance evidence within this unit.

2 The learner may collect the evidence for the unit through work in a private sector organisation, a not-for-profit organisation or a public services organisation.

3 The learner must provide evidence that shows they have done this over a sufficient period of time with different customers on different occasions for their assessor to be confident that they are competent.


68

4 The learner must provide evidence that they have: a contributed to improving customer service through their own efforts b contributed to improving customer service by working with others.

5 The learner’s evidence must cover two changes with which they have been actively involved. In each case they must be able to identify the part they played in: a linking customer feedback with the reasons for the change b implementing the change c gathering customer reactions to the change.

6 The learner’s evidence for each change must show how: a the change has improved customer service b their customers have reacted to the change.

7 Each change that is part of the learner’s evidence must be significant enough for a regular customer to notice that the services or products they are delivering are different or that the way they and their colleagues deliver the services or products is different.



N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

69

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Use

fee

dbac

k to

iden

tify

pote

ntial

cust

om

er s

ervi

ce

impro

vem

ents

1.1

G

ather

info

rmal

fee

dbac

k fr

om

thei

r cu

stom

ers

1.2

U

se t

hei

r org

anis

ation’s

pro

cedure

s to

colle

ct

feed

back

fro

m t

hei

r cu

stom

ers

1.3

U

se t

he

info

rmat

ion

from

thei

r cu

stom

ers

to

dev

elop a

bet

ter

under

stan

din

g o

f th

eir

cust

om

er

serv

ice

exper

ience

1.4

Id

entify

way

s th

e se

rvic

e th

ey g

ive

could

be

impro

ved b

ased

on info

rmation t

hey

hav

e gat

her

ed

1.5

Shar

e th

eir

idea

s fo

r im

pro

ving c

ust

om

er s

ervi

ce

with c

olle

agues

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

70

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Imple

men

t ch

anges

in

cust

om

er s

ervi

ce

2.1

Id

entify

a p

oss

ible

chan

ge

that

could

be

mad

e to

im

pro

ve c

ust

om

er s

ervi

ce

2.2

Pr

esen

t th

eir

idea

for

impro

ving c

ust

om

er s

ervi

ce t

o

a co

lleag

ue

with t

he

appro

priat

e au

thority

to

appro

ve t

he

chan

ge

2.3

Car

ry o

ut

chan

ges

to c

ust

om

er s

ervi

ce p

roce

dure

s bas

ed o

n t

hei

r ow

n idea

or

pro

pose

d b

y th

eir

org

anis

atio

n

2.4

Kee

p t

hei

r cu

stom

ers

info

rmed

of ch

anges

to

cust

om

er s

ervi

ce

2.5

G

ive

cust

om

ers

a posi

tive

im

pre

ssio

n o

f ch

anges

th

at h

ave

bee

n m

ade

2.6

W

ork

posi

tive

ly w

ith o

ther

s to

support

cust

om

er

serv

ice

chan

ges

3

Ass

ist

with t

he

eval

uat

ion

of

chan

ges

in c

ust

om

er

serv

ice

3.1

D

iscu

ss w

ith o

ther

s how

chan

ges

to c

ust

om

er

serv

ice

are

work

ing

3.2

W

ork

with o

ther

s to

iden

tify

any

neg

ative

effec

ts o

f ch

anges

and h

ow

thes

e ca

n b

e av

oid

ed

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

71

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Know

how

to s

upport

cu

stom

er s

ervi

ce

impro

vem

ents

4.1

Exp

lain

how

cust

om

er e

xper

ience

is

influen

ced b

y th

e w

ay

serv

ice

is d

eliv

ered

4.2

Id

entify

how

cust

om

er fee

dback

is

obta

ined

4.3

Exp

lain

how

to w

ork

with o

ther

s to

iden

tify

and

support

chan

ge

in t

he

way

ser

vice

is

del

iver

ed

4.4

D

escr

ibe

why

it is

import

ant

to g

ive

a posi

tive

im

pre

ssio

n t

o t

hei

r cu

stom

er a

bout

the

chan

ges

m

ade

by

the

org

anis

atio

n e

ven if th

e le

arner

dis

agre

es w

ith t

hem

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


72


73

Unit 12: Prepare vehicle and driver rotas for road passenger transport timetabled operations

Unit code: RPTO 19


QCF level: 3

Credit value: 10


Unit summary

This unit is for those demonstrating occupational competence in compiling and adjusting rotas for vehicles and drivers for timetabled passenger transport services. This unit is particularly suitable for learners working in roles with responsibility for making sure that workable and cost effective vehicle and driver rotas for timetabled passenger services are accessible and maintained.

This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 19 – Prepare vehicle and Driver rotas for Road Passenger Transport timetabled operations.


This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, professional discussion, written and product evidence.





74



N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

75

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to p

repar

e a

vehic

le r

ota

1.1

D

emonst

rate

under

stan

din

g o

f th

e im

plic

atio

ns

of a

pas

senger

ser

vice

tim

etab

le o

n v

ehic

le r

ota

s

1.2

Ensu

re r

ule

s fo

r ve

hic

le r

ota

s are

cle

ar a

nd a

gre

ed

within

the

org

anis

atio

n

1.3

O

bta

in info

rmat

ion o

n v

ehic

le a

vaila

bili

ty d

uring t

he

per

iod c

ove

red b

y th

e ve

hic

le r

ota

1.4

Id

entify

inte

rnal

and e

xter

nal fa

ctors

that

could

im

pac

t on t

he

vehic

le r

ota

1.5

Pr

epare

the

initia

l ve

hic

le r

ota

1.6

Am

end t

he

rota

to m

eet

daily

tim

etab

le c

han

ges

1.7

Rev

iew

the

vehic

le d

uty

agai

nst

the

pea

k ve

hic

le

requirem

ent

to im

pro

ve u

tilis

atio

n

1.8

Fi

nal

ise

a ve

hic

le r

ota

to m

eet

legal

and

org

anis

atio

nal

req

uirem

ents

1.9

Com

munic

ate

the

rota

to a

ll re

leva

nt

per

sonnel

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

76

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Know

how

to p

repar

e a

vehic

le r

ota

2.1

D

escr

ibe

the

rule

s and r

egula

tions

the

org

anis

atio

n

must

follo

w r

egar

din

g v

ehic

le u

tilis

atio

n

2.2

D

escr

ibe

how

to d

eter

min

e ve

hic

le a

vaila

bili

ty t

o

mee

t th

e tim

etab

le

2.3

D

escr

ibe

the

impac

t on v

ehic

le o

per

atio

ns

of th

e geo

gra

phic

al a

rea

cove

red b

y th

e tim

etab

le

2.4

Exp

lain

how

to p

repare

veh

icle

rota

s to

ach

ieve

m

axim

um

veh

icle

utilis

atio

n w

ithout

det

rim

ent

to

the

tim

etable

2.5

Exp

lain

how

to u

se I

T p

acka

ges

use

d b

y th

e org

anis

atio

n o

n v

ehic

le r

ota

s

2.6

Exp

lain

how

to w

ork

with o

ther

s to

ach

ieve

the

vehic

le r

ota

2.7

Exp

lain

the

conse

quen

ces

to t

he

vehic

le r

ota

of

chan

ges

to t

he

dai

ly t

imet

able

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

77

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Be

able

to p

repar

e a

Drive

rs r

ota

3.1

D

evel

op d

rive

r ro

tas

to e

nsu

re v

ehic

les

are

fully

cr

ewed

3.2

Ensu

re d

rive

r ro

tas

com

ply

with leg

isla

tion o

n

drive

rs h

ours

and w

ith o

rgan

isat

ional

, national

and

loca

l ag

reem

ents

3.3

O

bta

in a

ll in

form

ation o

n d

rive

r av

aila

bili

ty d

uring

the

per

iod c

ove

red b

y th

e drive

r ro

ta

3.4

Rev

iew

daily

work

load for

indiv

idual

drive

rs for

effici

ency

and c

ost

eff

ective

nes

s in

acc

ord

ing t

o

org

anis

atio

nal

pra

ctic

e

3.5

Agre

e th

e drive

r ro

tas

with t

he

appro

priat

e off

icia

ls

and o

per

atin

g s

taff

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

78

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Know

how

to p

repar

e a

Drive

rs r

ota

4.1

D

escr

ibe

the

stat

uto

ry r

equirem

ents

and

org

anis

atio

nal

agre

emen

ts r

elat

ing t

o d

rive

rs’ hours

4.2

Exp

lain

how

to e

stablis

h d

rive

r av

aila

bili

ty t

o

imple

men

t th

e tim

etable

during t

he

per

iod c

ove

red

by

the

drive

r ro

ta

4.3

D

escr

ibe

the

cost

s ass

oci

ated

with d

rive

r utilis

atio

n

4.4

Exp

lain

route

info

rmat

ion a

s it a

ffec

ts d

rive

r ro

tas

4.5

Exp

lain

how

to p

repare

drive

r ro

tas

to m

axi

mis

e co

st e

ffic

iency

within

the

fram

ework

of

the

tim

etable

and o

rgan

isat

ional

pra

ctic

e

4.6

Exp

lain

how

to n

egotiat

e im

ple

men

tation o

f drive

r ro

tas

with n

om

inat

ed o

ffic

ials

and o

per

atin

g s

taff

5

Be

able

to m

onitor

vehic

le

and D

rive

r ro

tas

5.1

M

onitor

the

curr

ent

vehic

le a

nd d

rive

r ro

tas

5.2

Ass

ist

colle

agues

in im

ple

men

ting t

he

rota

s

5.3

Id

entify

pro

ble

ms

with t

he

rota

s an

d m

ake

appro

priat

e ad

just

men

ts

5.4

Id

entify

additio

nal re

sourc

es o

r ch

anges

req

uired

fo

r th

e del

iver

y of th

e ve

hic

le a

nd d

rive

r ro

tas

5.5

In

volv

e all

appro

priat

e st

aff in

any

chan

ges

to r

ota

s

5.6

Com

ply

with o

rganis

ational and leg

al re

quirem

ents

fo

r re

port

s on m

onitoring a

ctiv

ity

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

79

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

6

Know

how

to m

onitor

vehic

le a

nd D

rive

r ro

tas

6.1

Exp

lain

how

to m

onitor

rota

s ef

fect

ivel

y

6.2

D

escr

ibe

the

support

and a

ssis

tance

req

uired

by

colle

agues

to im

ple

men

t ro

tas

6.3

Exp

lain

how

to r

esolv

e pro

ble

ms

effe

ctiv

ely

and

effici

ently

6.4

Exp

lain

how

to a

sses

s th

e re

sourc

e nee

ds

to

support

any

chan

ges

to r

ota

s

6.5

D

escr

ibe

the

requirem

ents

for

adeq

uat

e drive

r an

d

vehic

le r

ecord

s to

mee

t le

gal

and o

rganis

ational

nee

ds

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


80


81

Unit 13: Implement schedules for road passenger transport operations

Unit reference number: J/602/6208

QCF level: 2

Credit value: 3


Unit summary

This unit is designed for dispatchers and schedulers working in taxi, private hire or community transport operations demonstrating occupational competence in implementing vehicle and driver schedules.

This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 29 – Implement schedules in Road Passenger Transport Operations.








N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

82

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to im

ple

men

t th

e sc

hed

ulin

g o

f ro

ad

pas

senger

tra

nsp

ort

1.1

Im

ple

men

t an

d m

onitor

vehic

le a

nd d

rive

r sc

hed

ule

s to

mee

t cu

stom

er r

equirem

ents

1.2

Pr

ovi

de

support

to c

olle

agues

invo

lved

in

imple

men

ting s

ched

ule

s

1.3

U

se a

nd m

onitor

oper

atio

nal

contr

ol sy

stem

s to

del

iver

the

vehic

le a

nd d

rive

r sc

hed

ule

s

1.4

Id

entify

and o

bta

in a

dditio

nal

res

ourc

es t

o d

eliv

er

vehic

le a

nd d

rive

r sc

hed

ule

s

1.5

Id

entify

veh

icle

typ

e an

d a

ppro

priat

e drive

r sk

ills

to

mee

t pas

senger

s w

ith im

paired

mobili

ty

1.6

In

volv

e re

leva

nt

colle

agues

in t

he

effe

ctiv

e del

iver

y of

vehic

le a

nd d

rive

r sc

hed

ule

s

1.7

Id

entify

pro

ble

ms

and m

ake

appro

priat

e ad

just

men

ts

1.8

D

eal w

ith o

per

atio

nal em

ergen

cies

and iss

ues

in

line

with o

rgan

isational

pro

cedure

s

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

83

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Know

how

to im

ple

men

t th

e sc

hed

ulin

g o

f ro

ad

pas

senger

tra

nsp

ort

2.1

D

escr

ibe

how

to e

ffec

tive

ly im

ple

men

t an

d m

onitor

vehic

le a

nd d

rive

r sc

hed

ulin

g

2.2

D

escr

ibe

the

support

req

uired

for

those

im

ple

men

ting t

he

sched

ule

s

2.3

Exp

lain

how

to u

se o

per

atio

nal

contr

ol sy

stem

s to

del

iver

veh

icle

and d

rive

r sc

hed

ule

s

2.4

Exp

lain

when

to u

se p

asse

nger

shar

ing,

its

applic

atio

n a

nd im

ple

men

tation

2.5

D

escr

ibe

how

to a

sses

s an

d o

bta

in t

he

reso

urc

es

nee

ded

to d

eliv

er t

he

vehic

le a

nd d

rive

r sc

hed

ule

s

2.6

D

escr

ibe

how

to e

nco

ura

ge

and m

otiva

te t

he

support

of

oth

ers

2.7

Exp

lain

how

to p

rioritise

and r

esolv

e pro

ble

ms

2.8

Exp

lain

the

nee

d t

o m

ainta

in p

erso

nal st

andar

ds

in

dea

ling w

ith e

mer

gen

cies

and iss

ues

in lin

e w

ith

org

anis

atio

nal

pro

cedure

s

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

84

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


85

Unit 14: Process telephone bookings in the road passenger transport industries

Unit code: RPVD 20


QCF level: 2

Credit value: 2


Unit summary

The purpose of this unit is for learners to demonstrate occupational competence in processing telephone bookings in the road passenger transport industry. This unit is particularly suitable for learners who work as telephone booking staff working in the road passenger transport industries.

This unit relates to GoSkills National Occupational Standard Unit 20 – Process Telephone Bookings in the Road Passenger Transport Industry from the Road Passenger Vehicle Driving suite.


This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning and written evidence.



The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (RPVD 20), which must be adhered to, is detailed in Annexe G.



N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

86

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to iden

tify

the

pro

spec

tive

pas

senger

’s t

ransp

ort

re

quirem

ents

1.1

U

se t

he

tele

phone

and a

ny

asso

ciat

ed I

T e

quip

men

t

1.2

Acc

ura

tely

iden

tify

the

pro

spec

tive

pass

enger

’s

tran

sport

nee

ds

incl

udin

g a

ny

par

ticu

lar

nee

ds

that

w

ould

nee

d t

o b

e ac

com

modate

d

1.3

Chec

k w

het

her

the

pro

spec

tive

pas

senger

’s n

eeds

can

be

met

, w

her

e re

leva

nt

clea

rly

confirm

ing t

he

agre

ed

tran

sport

arr

angem

ents

, an

d c

onfirm

ing/c

hec

king t

hei

r under

stan

din

g o

f th

em

1.4

G

ive

clea

r ex

pla

nations

and s

ugges

tions

to t

he

pro

spec

tive

pas

senger

about

alter

nat

ive

tran

sport

ar

rangem

ents

if

thei

r re

quirem

ents

can

not

be

met

and

giv

e th

e ca

ller

enough t

ime

to s

eek

clarifica

tion o

f th

ese

alte

rnat

ives

1.5

Confirm

cle

arly

to t

he

pro

spec

tive

pass

enger

the

agre

ed a

lter

nat

ives

and c

hec

k th

at t

hey

under

stan

d

and a

gre

e th

em

1.6

Id

entify

, w

ithin

the

limits

of ow

n p

erso

nal

re

sponsi

bili

ty,

when

a c

alle

r nee

ds

hel

p b

eyond t

hat

pro

vided

by

the

org

anis

atio

n a

nd t

ake

appro

priate

ac

tion in a

gre

emen

t w

ith t

he

calle

r

1.7

M

ake

a co

rrec

t re

cord

of

all te

lephone

conve

rsat

ions,

in

par

ticu

lar

the

agre

ed t

ransp

ort

arr

angem

ents

, or

oth

er

hel

p o

ffer

ed,

in lin

e w

ith o

rgan

isat

ional

pro

cedure

s

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

87

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Know

how

to iden

tify

th

e pro

spec

tive

pas

senger

’s t

ransp

ort

re

quirem

ents

2.1

D

escr

ibe

how

to u

se t

he

tele

phone

and a

ny

ass

oci

ate

d

IT e

quip

men

t

2.2

Li

st t

he

transp

ort

ser

vice

s off

ered

by

the

org

anis

atio

n

and c

onta

ct p

oin

ts in o

ther

support

org

anis

atio

ns

2.3

Exp

lain

how

to lis

ten e

ffec

tive

ly a

nd q

ues

tion

pro

spec

tive

pas

senger

s in

a w

ay

that

is s

een a

s su

pport

ive

and h

elpfu

l

2.4

Exp

lain

the

import

ance

of

tone

of

voic

e an

d g

ivin

g a

good im

pre

ssio

n o

f th

e org

anis

atio

n

2.5

Exp

lain

how

to c

om

munic

ate

with c

alle

rs w

ho h

ave

spee

ch o

r hea

ring d

ifficu

ltie

s or

languag

e/dia

lect

diffe

rence

s to

thei

r ow

n

2.6

D

escr

ibe

how

to c

hec

k th

at

a p

rosp

ective

pas

senger

under

stan

ds

the

agre

ed t

ransp

ort

arr

angem

ents

2.7

D

escr

ibe

how

to iden

tify

and c

om

munic

ate

with c

alle

rs

who n

eed a

ssis

tance

ove

r an

d a

bove

arr

angin

g

tran

sport

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

88

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Be

able

to

com

munic

ate

chan

ges

to

tra

nsp

ort

ar

rangem

ents

3.1

Cal

l pro

spec

tive

pas

senger

s if p

revi

ousl

y ag

reed

tr

ansp

ort

arr

angem

ents

can

not

be

met

in lin

e w

ith

org

anis

atio

nal

pro

cedure

s

3.2

M

ake

sure

that

the

pro

spec

tive

pas

senger

is

awar

e of

the

chan

ge

of pla

n t

o t

he

tran

sport

arr

angem

ents

3.3

Id

entify

any

pro

ble

ms

likel

y to

arise

to t

he

pro

spec

tive

pas

senger

as

a r

esult o

f th

e ch

ange

of tr

ansp

ort

ar

rangem

ents

3.4

G

ive

clea

r su

gges

tions

about

alter

nat

ive

tran

sport

ar

rangem

ents

and g

ive

the

pro

spec

tive

pas

senger

en

ough t

ime

to s

eek

clarifica

tion o

f th

ese

alte

rnat

ives

3.5

Confirm

cle

arly

to t

he

pro

spec

tive

pass

enger

the

agre

ed a

lter

nat

ives

and c

hec

k th

at t

hey

under

stan

d

them

3.6

Conta

ct a

s ap

pro

priate

, in

lin

e w

ith o

rgan

isat

ional

pro

cedure

s, o

ther

sta

ff t

o h

elp e

nsu

re a

gre

ed t

ransp

ort

ar

rangem

ents

with t

he

pro

spec

tive

pass

enger

are

take

n

forw

ard

3.7

M

ake

a co

rrec

t re

cord

of

all te

lephone

conve

rsat

ions,

in

par

ticu

lar

the

agre

ed t

ransp

ort

arr

angem

ents

, or

oth

er

hel

p o

ffer

ed,

in lin

e w

ith o

rgan

isat

ional

pro

cedure

s

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

89

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Know

how

to

com

munic

ate

chan

ges

to

tra

nsp

ort

ar

rangem

ents

4.1

D

escr

ibe

org

anis

ational

oper

atio

nal

act

ivity

and

implic

atio

ns

for

pre

-booke

d p

ass

enger

journ

eys

4.2

D

escr

ibe

the

action t

hat

should

be

take

n if pro

spec

tive

pas

senger

s ca

nnot

be

conta

cted

by

tele

phone

4.3

D

escr

ibe

how

to s

um

mar

ise

oper

atio

nal difficu

ltie

s in

an

under

stan

dab

le w

ay a

nd t

he

various

alte

rnat

ives

that

m

ight

apply

4.4

Exp

lain

how

to lis

ten e

ffec

tive

ly a

nd q

ues

tion

pro

spec

tive

pas

senger

s in

a w

ay

that

is s

een a

s su

pport

ive

and h

elpfu

l

4.5

Exp

lain

the

import

ance

of

tone

of

voic

e an

d g

ivin

g a

good im

pre

ssio

n o

f th

e org

anis

atio

n

4.6

Exp

lain

how

to c

om

munic

ate

with c

alle

rs w

ho h

ave

spee

ch o

r hea

ring d

ifficu

ltie

s or

who s

pea

k a

languag

e or

dia

lect

diffe

rent

to t

hei

r ow

n

4.7

D

escr

ibe

how

to c

hec

k a

pro

spec

tive

pas

senger

’s

under

stan

din

g o

f th

e re

vise

d t

ransp

ort

arr

angem

ents

4.8

D

escr

ibe

org

anis

ational

arr

angem

ents

for

reco

rdin

g t

he

tele

phone

conta

ct a

nd p

rogre

ssin

g a

gre

ed

arra

ngem

ents

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

90

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


91

Unit 15: Provide support to passengers with a severe disability

Unit code: RPTO 25

Unit reference number: F/602/6210

QCF level: 2

Credit value: 3


Unit summary

This unit is for those demonstrating occupational competence in supporting passengers with a severe disability in their journey by road transport. This unit is particularly suitable for learners working in roles providing passenger support.

This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 25 – Provide support to passengers with a severe disability.








N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

92

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to p

repar

e fo

r th

e m

ove

men

t of pas

senger

s 1.1

Chec

k an

d c

onfirm

that

the

vehic

le h

as t

he

appro

priat

e eq

uip

men

t fo

r th

e jo

urn

ey

1.2

Com

munic

ate

with t

he

pas

senger

and o

ther

car

ers

as a

ppro

priat

e

1.3

Exp

lain

to t

he

pass

enger

, an

d d

rive

r as

appro

priat

e,

the

pro

cedure

s fo

r m

ovi

ng t

hem

1.4

Tre

at t

he

pas

senger

with d

ignity

1.5

Chec

k th

at a

ny

nec

essa

ry a

ccom

pan

ying

docu

men

ts a

re a

vaila

ble

1.6

Co-o

per

ate

wher

e appro

priat

e w

ith o

ther

car

ers

invo

lved

to m

ove

the

pas

senger

as

safe

ly a

nd a

s co

mfo

rtably

as

poss

ible

1.7

Tak

e act

ion in d

iscu

ssio

n w

ith t

he

drive

r w

her

e pro

ble

ms

aris

e th

at m

ay a

ffec

t how

the

pas

senger

is

support

ed

1.8

Adher

e to

the

rele

vant

legis

lation a

nd c

odes

of

pra

ctic

e w

hen

dec

idin

g o

n t

he

hel

p g

iven

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

93

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Know

how

to p

repar

e fo

r th

e m

ove

men

t of

pas

senger

s

2.1

D

escr

ibe

how

to c

hec

k an

d c

onfirm

the

pass

enger

’s

support

equip

men

t is

appro

priate

2.2

Exp

lain

how

to s

ecure

the

diffe

rent

types

of

equip

men

t re

quired

for

safe

move

men

t in

cludin

g

–

whee

lchairs

–

stre

tcher

s

–

trolle

ys

2.3

D

escr

ibe

how

to c

om

munic

ate

with t

he

pas

senger

an

d o

ther

car

ers

as

appro

priat

e

2.4

D

escr

ibe

the

legal

rig

hts

of th

e pas

senger

to t

rave

l sa

fely

, co

mfo

rtab

ly a

nd w

ith d

ignity

2.5

Exp

lain

the

limits

of

ow

n a

uth

ority

2.6

D

escr

ibe

what

docu

men

ts a

ccom

pan

y th

e pas

senger

2.7

D

escr

ibe

how

to d

eal w

ith p

roble

ms

that

may

arise

on t

he

journ

ey

2.8

D

escr

ibe

the

legis

lation a

nd c

odes

of

pra

ctic

e re

late

d t

o p

rovi

din

g h

elp t

o p

ass

enger

s

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

94

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Be

able

to s

upport

pas

senger

s during a

jo

urn

ey

3.1

Ass

ist

the

pas

senger

and w

her

e re

leva

nt

the

care

r to

get

in t

he

vehic

le a

t th

e st

art

of th

e jo

urn

ey

3.2

G

ive

hel

p t

o t

he

pas

senger

on t

he

journ

ey

3.3

Com

munic

ate

with t

he

pas

senger

during t

he

journ

ey

3.4

M

ake

sure

the

pass

enger

is

safe

and s

ecure

th

roughout

the

journ

ey

3.5

Ass

ist

the

pas

senger

and w

her

e re

leva

nt

oth

er

care

rs t

o lea

ve t

he

vehic

le

3.6

Ensu

re t

he

pas

senger

is

han

ded

to s

uitab

le c

arer

4

Know

how

to s

upport

pas

senger

s during a

jo

urn

ey

4.1

Exp

lain

the

boar

din

g p

roce

ss

4.2

D

escr

ibe

how

to p

rovi

de

support

during t

he

journ

ey

4.3

Exp

lain

the

exit a

nd h

andove

r pro

cedure

s

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


95

Unit 16: Provide support to passengers who require assistance

Unit code: RPTO 26


QCF level: 2

Credit value: 4


Unit summary

This unit is for those demonstrating occupational competence in accompanying passengers who require assistance on their road journey and dealing with their specific needs. This unit is particularly suitable for learners working in roles providing passenger support.

This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 26 – Provide support to passengers who require assistance.








N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

96

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to p

repar

e fo

r jo

urn

eys

with p

ass

enger

s w

ho r

equire

assi

stan

ce

1.1

M

ake

sure

any

spec

ial in

form

ation a

bout

the

pas

senger

s bei

ng s

upport

ed is

com

ple

te

1.2

Est

ablis

h w

ork

ing r

elat

ionsh

ip w

ith t

he

dri

ver

1.3

Confirm

and c

arr

y out

chec

ks t

hat

the

vehic

le is

appro

priat

ely

equip

ped

for

the

pas

senger

s’ n

eeds

1.4

Rep

ort

def

ects

to s

upport

equip

men

t in

lin

e w

ith

org

anis

atio

nal

pro

cedure

s

1.5

Confirm

all

docu

men

tation r

elat

ing t

o p

asse

nger

su

pport

is

corr

ect

and in lin

e w

ith o

rgan

isat

ional

re

quirem

ents

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

97

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Know

how

to p

repar

e fo

r jo

urn

eys

with p

ass

enger

s w

ho r

equire

assi

stan

ce

2.1

D

escr

ibe

the

spec

ial in

form

atio

n r

equired

about

the

pas

senger

s nee

ds

2.2

D

escr

ibe

limits

of ow

n a

nd d

rive

r re

sponsi

bili

ty

2.3

D

escr

ibe

the

rele

vant

legis

lation c

ove

ring t

he

carr

iage

of:

–

child

ren

–

whee

lchairs

2.4

D

escr

ibe

how

to u

se t

he

diffe

rent

types

of

equip

men

t fo

r se

atin

g a

nd s

ecuring p

asse

nger

s in

cludin

g t

he

appro

priat

e sa

fety

chec

ks

2.5

D

escr

ibe

the

org

anis

atio

nal

arr

angem

ents

for

report

ing d

efec

ts t

o e

quip

men

t

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

98

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Be

able

to s

upport

pas

senger

s during a

jo

urn

ey

3.1

M

ainta

in a

rel

atio

nsh

ip w

ith t

he

vehic

le d

rive

r

3.2

Ass

ist

the

pas

senger

in a

nd o

ut

of th

e ve

hic

le in

line

with leg

isla

tion

3.3

U

se v

ehic

le a

cces

s eq

uip

men

t in

lin

e w

ith

org

anis

atio

nal

pro

cedure

s

3.4

M

ake

sure

sea

tbel

ts a

re c

orr

ectly

use

d

3.5

D

eal w

ith p

asse

nger

req

ues

ts f

or

ass

ista

nce

to

mee

t th

eir

nee

ds

and m

ainta

in t

hei

r dig

nity

3.6

Pr

ovi

de

support

to e

nsu

re t

he

pas

senger

is

safe

and

com

fort

able

3.7

Tak

e act

ion in lin

e w

ith o

rgan

isat

ional

pro

cedure

s if

any

pass

enger

is

not

at t

hei

r agre

ed p

ick

up p

oin

t

3.8

Tak

e act

ion in lin

e w

ith o

rgan

isat

ional

pro

cedure

s if

ther

e are

unpla

nned

pro

ble

ms

with p

ass

enger

s on

the

journ

ey

3.9

Fi

ll in

the

nec

essa

ry d

ocu

men

tation r

elat

ing t

o t

he

journ

ey a

nd p

ass

to t

he

appro

priat

e per

son in lin

e w

ith o

rgan

isat

ional

pro

cedure

s

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

99

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Know

how

to s

upport

the

pas

senger

s during a

jo

urn

ey

4.1

D

escr

ibe

the

met

hods

of offer

ing a

nd g

ivin

g h

elp t

o

pas

senger

s

4.2

D

escr

ibe

the

dan

ger

s an

d r

isks

ass

oci

ated

with

pic

king u

p a

nd s

etting d

ow

n p

ass

enger

s

4.3

D

escr

ibe

the

requirem

ents

for

the

safe

use

of

equip

men

t

4.4

D

escr

ibe

the

appro

ved p

roce

dure

s fo

r dea

ling w

ith

def

ective

pas

senger

saf

ety

equip

men

t

4.5

Exp

lain

the

action t

o t

ake

if a

pas

senger

is

not

at

the

pic

k up p

oin

t

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


100


101

Unit 17: Monitor revenue protection and timetables in road passenger transport operations

Unit code: RPTO 27

Unit reference number: H/602/6216

QCF level: 3

Credit value: 10


Unit summary

This unit is for those demonstrating occupational competence in protecting fare revenue and monitoring vehicles running to timetable. This unit is particularly suitable for learners working in the road passenger transport industry who carry out timetable and revenue inspection roles.

This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 27 – Monitor revenue protection and timetables in Road Passenger Transport Operations.








N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

102

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to m

onitor

the

org

anis

atio

n’s

far

e polic

ies

1.1

Im

ple

men

t th

e org

anis

atio

n’s

conditio

ns

of ca

rria

ge

1.2

Im

ple

men

t th

e org

anis

atio

n’s

polic

ies

on f

are

s

1.3

Arr

ange

tick

et c

hec

ks o

n v

ehic

les

taki

ng into

ac

count

cust

om

er/p

ublic

safe

ty

1.4

D

eal w

ith d

ifficu

lt s

ituat

ions

that

arise

fro

m t

he

tick

et c

hec

ks in lin

e w

ith o

rgan

isat

ional

polic

y

1.5

Com

ple

te t

he

pap

erw

ork

and r

ecord

s in

lin

e w

ith

org

anis

atio

n’s

pro

cedure

s

1.6

Li

aise

with a

ppro

priate

auth

orities

ove

r irre

gula

rities

that

occ

ur

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

103

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Know

how

to m

onitor

the

org

anis

atio

n’s

far

es p

olic

y 2.1

D

escr

ibe

the

org

anis

atio

ns

conditio

ns

of

carr

iage

2.2

D

escr

ibe

the

org

anis

atio

ns

fare

s polic

y co

vering

ow

n a

rea o

f re

sponsi

bili

ty

2.3

Exp

lain

how

to a

rran

ge

tick

et c

hec

ks o

n v

ehic

les

2.4

Exp

lain

how

to d

eal w

ith d

ifficu

lt s

ituat

ions

that

can

arise

with d

rive

rs a

nd c

ust

om

ers

2.5

Exp

lain

how

to iden

tify

pote

ntial fr

aud a

ctiv

ity

2.6

Exp

lain

the

org

anis

ation’s

pro

cedure

s fo

r co

mple

ting p

aper

work

and r

ecord

s fo

r re

venue

pro

tect

ion

2.7

D

escr

ibe

the

limits

of ow

n a

uth

ority

in r

even

ue

pro

tect

ion,

the

role

s of oth

er s

taff

and a

uth

orities

an

d t

he

report

ing lin

es t

o t

hes

e au

thorities

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

104

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Be

able

to m

onitor

tim

etable

adher

ence

3.1

Chec

k th

e ve

hic

les

are

runnin

g t

o t

ime

3.2

Fi

nd o

ut

from

drive

rs t

he

reas

ons

for

dev

iation f

rom

tim

etable

and t

ake

appro

pri

ate

action

3.3

Id

entify

pro

ble

ms

that

can c

ause

an inte

rruption t

o

a se

rvic

e

3.4

Rep

ort

pro

ble

ms

to a

ppro

priat

e st

aff an

d o

bta

in

det

ails

of co

ntingen

cy a

rran

gem

ents

3.5

Ensu

re a

ll af

fect

ed s

taff a

re a

war

e of th

e co

ntingen

cy a

rran

gem

ents

3.6

Com

ple

te p

aper

work

in lin

e w

ith o

rgan

isational

pro

cedure

s

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

105

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Know

how

to m

onitor

tim

etable

adher

ence

4.1

D

escr

ibe

the

tim

etab

le r

elev

ant

to t

he

monitoring

area

4.2

D

escr

ibe

the

traffic

flo

ws

in t

he

monitoring a

rea

4.3

Exp

lain

how

to a

ssis

t drive

rs t

o m

eet

thei

r sc

hed

ule

s

4.4

Exp

lain

the

org

anis

ation’s

polic

y on d

ealin

g w

ith

drive

rs w

ho c

onsi

sten

tly

do n

ot

run t

o s

ched

ule

4.5

D

escr

ibe

the

road

sys

tem

in t

he

monitoring a

rea

and p

ote

ntial

haza

rds

to t

he

org

anis

atio

n’s

veh

icle

s

4.6

Exp

lain

the

limits

of

ow

n a

uth

ority

in d

ealin

g w

ith

contingen

cy a

rran

gem

ents

and t

he

role

s of oth

ers

invo

lved

4.7

D

escr

ibe

the

org

anis

atio

n’s

pro

cedure

s fo

r co

mple

ting p

aper

work

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


106


107

Unit 18: Plan road passenger transport routes for customers

Unit code: RPTO 31


QCF level: 2

Credit value: 1


Unit summary

This unit is for those demonstrating occupational competence in providing road journey information to support a customers travel arrangements.

This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 31 – Plan road passenger transport routes for customers.







N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

108

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to p

lan a

cust

om

er

journ

ey

1.1

Lo

cate

a d

efin

ed p

lace

usi

ng a

vaila

ble

res

ourc

es

1.2

Arr

ange

a jo

urn

ey b

etw

een t

wo o

r m

ore

pla

ces

iden

tify

ing t

he

most

suitab

le a

nd e

ffic

ient

route

1.3

Id

entify

an a

lter

nat

ive

route

in t

he

even

t of del

ay

1.4

Sum

mar

ise

dir

ections

1.5

Est

imate

the

journ

ey t

ime

bet

wee

n t

wo o

r m

ore

des

tinat

ions

2

Know

how

to p

lan a

cu

stom

er journ

ey

2.1

D

escr

ibe

the

types

and s

ourc

es o

f m

edia

and t

he

most

appro

priat

e one

to u

se

2.2

D

escr

ibe

how

to iden

tify

key

loca

tions

and t

hei

r direc

tions

outs

ide

the

loca

l ar

ea

2.3

D

escr

ibe

how

to iden

tify

key

loca

tions

and

obst

acl

es w

ithin

the

loca

l ar

ea t

hat

will

influen

ce

the

choic

e of ro

ute

2.4

D

escr

ibe

the

rele

vant

regula

tions

regar

din

g

boundar

ies

for

the

serv

ice

oper

atio

ns

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

109

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Be

able

to c

om

munic

ate

with c

ust

om

ers

about

route

s

3.1

Agre

e th

e in

form

ation w

ith t

he

cust

om

er

3.2

Com

munic

ate

with t

he

cust

om

er a

ny

antici

pat

ed

del

ays

and t

hei

r re

aso

n

3.3

G

ive

estim

ated

chan

ged

journ

ey t

imes

to t

he

cust

om

er

3.4

Pr

ovi

de

the

cust

om

er w

ith t

he

fare

or

mea

ns

of

estim

atin

g t

he

fare

4

Know

how

to

com

munic

ate

with

cust

om

ers

about

route

s

4.1

Exp

lain

why

it is

import

ant

to k

eep t

he

cust

om

er

info

rmed

of an

y an

tici

pat

ed d

elays

4.2

D

escr

ibe

the

rele

vant

regula

tions

on w

her

e a

drive

r ca

n c

olle

ct o

r dro

p o

ff

4.3

Exp

lain

the

nee

d for

under

stan

din

g t

he

cust

om

ers

journ

ey r

equirem

ents

4.4

D

escr

ibe

how

to a

cces

s th

e appro

priate

tra

vel new

s af

fect

ing a

pro

pose

d journ

ey incl

udin

g:

–

road

info

rmat

ion

–

rail

info

rmat

ion

–

air

info

rmation

4.5

D

escr

ibe

the

diffe

rent

paym

ent

options

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

110

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


111

Unit 19: Operate an IT system in road passenger transport

Unit code: RPTO 37

Unit reference number: L/602/6226

QCF level: 2

Credit value: 3


Unit summary

This unit is for those demonstrating occupational competence in using information technology hardware and software systems in Road Passenger Transport Operations.

This unit relates to the GoSkills Road Passenger Transport National Occupational Standard Unit 37 – Operate an IT system in Road Passenger Transport Operations.








N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

112

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to u

se I

T s

yste

ms

in t

he

road p

asse

nger

tr

ansp

ort

envi

ronm

ent

1.1

Sta

rt u

p a

nd c

orr

ectly

use

the

diffe

rent

types

of IT

sy

stem

s and h

ardw

are

use

d a

t w

ork

1.2

U

se a

nd o

per

ate

IT h

ardw

are

in a

way

that

co

nfo

rms

with leg

isla

tion a

nd r

egula

tions

1.3

Id

entify

and c

orr

ect

erro

rs o

n t

he

IT s

yste

ms

and

har

dw

are

1.4

See

k as

sist

ance

when

difficu

ltie

s occ

ur

with I

T

syst

ems

1.5

M

ainta

in w

ork

sch

edule

s during s

yste

m failu

res

1.6

U

se t

he

inte

rnet

in lin

e w

ith o

rgan

isat

ional

guid

elin

es

1.7

Clo

se d

ow

n t

he

IT s

yste

ms

to m

ainta

in d

ata

secu

rity

and e

nsu

re h

ardw

are

secu

rity

N025394 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in O

per

atio

nal

Support

in t

he

Bus

and

Coac

h I

ndust

ry (

QCF)

– I

ssue

1 –

Mar

ch 2

011 ©

Edex

cel Li

mited

2011

113

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

2

Know

how

to u

se a

n I

T

syst

em in t

he

road

pas

senger

tra

nsp

ort

en

viro

nm

ent

2.1

D

escr

ibe

the

com

pute

r har

dw

are

and h

ow

to g

et

the

optim

um

fro

m its

use

2.2

D

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Further information

Our customer service numbers are:

BTEC and NVQ 0844 576 0026

GCSE 0844 576 0027

GCE 0844 576 0025

The Diploma 0844 576 0028

DiDA and other qualifications 0844 576 0031

Calls may be recorded for training purposes.

Useful publications

Related information and publications include:

• Centre Handbook for Edexcel QCF NVQs and Competence-based Qualifications published annually

• functional skills publications – specifications, tutor support materials and question papers

• Regulatory Arrangements for the Qualification and Credit Framework (published by Ofqual, August 2008)

• the current Edexcel publications catalogue and update catalogue.

Edexcel publications concerning the Quality Assurance System and the internal and standards verification of vocationally related programmes can be found on the Edexcel website.

NB: Some of our publications are priced. There is also a charge for postage and packing. Please check the cost when you order.

How to obtain National Occupational Standards

To obtain the National Occupational Standards please go to www.ukstandards.org.uk.


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Professional development and training

Edexcel supports UK and international customers with training related to NVQ and BTEC qualifications. This support is available through a choice of training options offered in our published training directory or through customised training at your centre.

The support we offer focuses on a range of issues including:

• planning for the delivery of a new programme

• planning for assessment and grading

• developing effective assignments

• building your team and teamwork skills

• developing student-centred learning and teaching approaches

• building functional skills into your programme

• building effective and efficient quality assurance systems.

The national programme of training we offer can be viewed on our website (www.edexcel.com/training). You can request customised training through the website or by contacting one of our advisers in the Training from Edexcel team via Customer Services to discuss your training needs.

The training we provide:

• is active

• is designed to be supportive and thought provoking

• builds on best practice

• may be suitable for those seeking evidence for their continuing professional development.

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Annexe B: Quality assurance

Key principles of quality assurance

• A centre delivering Edexcel qualifications must be an Edexcel recognised centre and must have approval for qualifications that it is offering.

• The centre agrees, as part of gaining recognition, to abide by specific terms and conditions relating to the effective delivery and quality assurance of assessment. The centre must abide by these conditions throughout the period of delivery.

• Edexcel makes available to approved centres a range of materials and opportunities to exemplify the processes required for effective assessment and provide examples of effective standards. Approved centres must use the guidance on assessment to ensure that staff who are delivering Edexcel qualifications are applying consistent standards.

• An approved centre must follow agreed protocols for: standardisation of assessors; planning, monitoring and recording of assessment processes; internal verification and recording of internal verification processes and dealing with special circumstances, appeals and malpractice.

Quality assurance processes

The approach to quality assured assessment is made through a partnership between a recognised centre and Edexcel. Edexcel is committed to ensuring that it follows best practice and employs appropriate technology to support quality assurance processes where practicable. The specific arrangements for working with centres will vary. Edexcel seeks to ensure that the quality-assurance processes it uses do not inflict undue bureaucratic processes on centres, and works to support them in providing robust quality-assurance processes.

The learning outcomes and assessment criteria in each unit within this specification set out the standard to be achieved by each learner in order to gain each qualification. Edexcel operates a quality-assurance process, designed to ensure that these standards are maintained by all assessors and verifiers.

For the purposes of quality assurance, all individual qualifications and units are considered as a whole. Centres offering these qualifications must be committed to ensuring the quality of the units and qualifications they offer, through effective standardisation of assessors and internal verification of assessor decisions. Centre quality assurance and assessment processes are monitored by Edexcel.


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The Edexcel quality-assurance processes will involve:

• gaining centre recognition and qualification approval if a centre is not currently approved to offer Edexcel qualifications

• annual visits to centres by Edexcel for quality review and development of overarching processes and quality standards. Quality review and development visits will be conducted by an Edexcel quality development reviewer

• annual visits by occupationally competent and qualified Edexcel Standards Verifiers for sampling of internal verification and assessor decisions for the occupational sector

• the provision of support, advice and guidance towards the achievement of National Occupational Standards.

Centres are required to declare their commitment to ensuring quality and appropriate opportunities for learners that lead to valid and accurate assessment outcomes. In addition, centres will commit to undertaking defined training and online standardisation activities.


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Annexe C: Centre certification and registration

Edexcel Standards Verifiers will provide support, advice and guidance to centres to achieve Direct Claims Status (DCS). Edexcel will maintain the integrity of Edexcel QCF NVQs through ensuring that the awarding of these qualifications is secure. Where there are quality issues identified in the delivery of programmes, Edexcel will exercise the right to:

• direct centres to take action

• limit or suspend certification

• suspend registration.

The approach of Edexcel in such circumstances is to work with the centre to overcome the problems identified. If additional training is required, Edexcel will aim to secure the appropriate expertise to provide this.

What are the access arrangements and special considerations for the qualifications in this specification?

Centres are required to recruit learners to Edexcel qualifications with integrity.

Appropriate steps should be taken to assess each applicant’s potential and a professional judgement should be made about their ability to successfully complete the programme of study and achieve the qualification. This assessment will need to take account of the support available to the learner within the centre during their programme of study and any specific support that might be necessary to allow the learner to access the assessment for the qualification. Centres should consult Edexcel’s policy on learners with particular requirements.

Edexcel’s policy on access arrangements and special considerations for Edexcel qualifications aims to enhance access to the qualifications for learners with disabilities and other difficulties (as defined by the 1995 Disability Discrimination Act and the amendments to the Act) without compromising the assessment of skills, knowledge, understanding or competence. Please refer to Access Arrangements and Special Considerations for BTEC and Edexcel NVQ Qualifications for further details (www.edexcel.com).


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Annexe D: Assessment requirements/strategy

Assessment Strategy for Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry based on GoSkills National Occupational Standards

1. Introduction

GoSkills, as the Sector Skills Council for the Passenger Transport Sector, is responsible for developing an assessment strategy for the qualifications based on its national occupational standards. This assessment strategy includes the Additional Requirement for Qualifications that use the title NVQ within the QCF which appears as Annexe E. This responsibility means that GoSkills must:

a Recommend how external quality control of assessment will be achieved

b Define which aspects of the national occupational standards must always be assessed through performance in the workplace

c Define the extent to which simulated working conditions may be used to assess competence and any characteristics that simulations should have, including definitions (where appropriate) of what would constitute a `realistic working environment' (RWE) for the qualifications concerned

d Define the occupational expertise requirements for assessors and verifiers in consultation with industry and in agreement with awarding organisations.

This Assessment Strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry addresses the four areas indicated above.


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2. Review and Evaluation of this Strategy

GoSkills and awarding organisations will continually monitor the effectiveness of this strategy. It will be reviewed annually and revised where necessary every two years. GoSkills will therefore establish arrangements for awarding organisations to provide feedback which will assist in the evaluation and review of this strategy. This feedback will also be used to evaluate assessment and verification practices, identify and promulgate good practice and inform any improvements to be made to this strategy.

Awarding organisations and their approved centres will be encouraged to submit comments and suggestions for improvements. This will be through formal dialogue between GoSkills and the awarding organisations. 3. External Quality Control of Assessment

The quality of the assessment process is the responsibility of the awarding organisations. GoSkills encourages flexibility and innovation of approach alongside robust systems to support quality control. However, awarding organisations must detail their approach to each of the following.

3.1 External Verification

External Verifiers (EVs) should verify assessments at approved centres. The normal frequency of external verification visits is two per year (a total of two days per year). However, the exact frequency should be determined by the risk assessment.

The verification should include inspection of the records of evidence and assessment. Awarding organisations should consider rotating their external verifiers in order to encourage standardisation, independence of assessment and the sharing of good practice.

3.2 Risk Assessment

In order to promote appropriate levels of monitoring of centres, GoSkills requires awarding organisations to adopt a risk management system. This approach is consistent with the approach taken by the regulatory authorities. Where there is a risk to the quality and consistency of assessment (eg as a result of commercial interests or as a result of relationships between candidates and assessors), awarding organisations should ensure that appropriate mechanisms are in place to ensure the reliability of the assessment.

Awarding organisations should show that a risk assessment has been carried out for each approved centre and that a strategy to minimise any identified risk has been implemented.

3.3 Awarding Organisation Forum

GoSkills will arrange regular awarding organisation meetings. The aim of the meetings will be to promote consistency in the assessment process. All awarding organisations offering Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry will be required to attend the awarding organisation forum at least once per year.


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4. Evidence

4.1 Evidence from Workplace Performance

Wherever possible, evidence of occupational competence should be generated and collected through performance under workplace conditions. These conditions would be those typical of the candidate's normal place of work. The evidence collected under these conditions should also be as naturally occurring as possible.

It is accepted that not all employees have identical work place conditions and therefore there cannot be assessment conditions that are identical for all candidates. However, assessors must ensure that, as far as possible, the conditions for assessment should be those under which the candidate usually works. Assessment of an individual against the qualification standard must not put that individual under more, or less, pressure than found normally in the workplace. It could be the case that the individual could feel more pressure simply because he or she is being assessed. However, it is the skill of the assessor to reduce this pressure to a minimum.

4.2 Use of Simulation in Assessments

As stated above, it is intended that learners should be assessed under normal workplace conditions. However, there are situations where the actual workplace may not be appropriate, or where waiting for naturally occurring evidence is impractical. Therefore, the setting up or devising of assessment situations will be allowed, when it can be demonstrated that the following circumstances require it in areas related to:

• safety

• legislation

• regulation

• contingency

• cost

• significant interruption to candidate’s or employer’s business.

It is recognised that there may be other assessment situations where simulation would be appropriate. In such instances, awarding organisations should give consideration to the reliability and validity of the likely evidence. In all cases, the centre should agree its plans for simulation with the EV to ensure that it is satisfactory. 5. Competence of Assessment Personnel

GoSkills acknowledges the very important role and responsibility that assessors and verifiers have in maintaining the quality and integrity of NVQ QCF Qualifications. Awarding organisations and other stakeholders therefore have to have confidence in the actions and decisions of assessors and verifiers.


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5.1 Competence of External Verifiers

A primary responsibility of the external verifier is to assure quality of internal verification and assessments across the centres for which they are responsible and to ensure that centres are assessing in line with the requirements of the National Occupational Standards for Road Passenger Transport Operations. External verifiers therefore need to have a thorough understanding of quality assurance and assessment practices as well as in-depth technical knowledge related to the qualifications that they are externally verifying.

It will be the responsibility of the awarding organisation to select and appoint external verifiers. Potential external verifiers should:

• hold (or be working towards) an appropriate qualification confirming their competence to externally verify qualifications.

• have an up to date and working understanding of the occupational area they are externally verifying together with a sound knowledge of the occupational standards.

• demonstrate their commitment to maintaining their industry knowledge by ongoing professional development eg through undertaking training courses and/or membership of industry organisations.

5.2 Competence of Internal Verifiers

A primary responsibility of the internal verifier is to assure the quality and consistency of assessments by the assessors for whom they are responsible. Internal verifiers therefore need to have a thorough understanding of quality assurance and assessment practices, as well as sufficient technical understanding related to the qualifications that they are internally verifying.

It will be the responsibility of the approved centre to select and appoint internal verifiers. Potential internal verifiers should:

• hold (or be working towards) an appropriate qualification confirming their competence to internally verify qualifications;

• hold (or be working towards) an appropriate qualification, as specified by the appropriate regulatory authority, confirming their competence to verify candidates;

• have the necessary and sufficient experience of the role for which they intend to verify assessments. This experience will have provided potential verifiers with detailed knowledge of the functions described by the occupational standards that comprise the qualification


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5.3 Competence of Assessors

The primary responsibility of the assessor is to assess candidates to the required quality and consistency, against the national occupational standard. It is important that an assessor can recognise occupational competence as specified by the national standard. Assessors therefore need to have a thorough understanding of assessment and quality assurance practices, as well as have in depth technical understanding related to the qualifications for which they are assessing candidates.

It will be the responsibility of the approved centre to select and appoint assessors. Potential assessors should:

• hold (or be working towards) an appropriate qualification confirming their competence to assess candidates.

• have the necessary and sufficient experience of the role for which they intend to undertake assessments and actual experience of the functions described by the occupational standards that comprise the qualification.

5.4 Continued Personal and Professional Development

It is important that verifiers and assessors continue their own development to help them in their respective NVQ roles. It is expected that each approved centre will provide development programmes for its assessors and internal verifiers to maintain their technical or occupational expertise. Awarding organisations should provide development programmes, workshops, seminars, etc, to promote good practice, quality and consistent assessments.


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Annexe E: Additional requirements for qualifications that use the term ‘NVQ’ in a QCF qualification title

Additional Requirements

for Qualifications that use the title

NVQ within the QCF

September 2009 This document has been produced by the Joint Awarding Body/SSC Working Practices Group which has been formed by the respective representative bodies to support and encourage effective working relationships between SSCs, submitting organisations and awarding organisations. The Group will update the document as necessary to make sure it is kept up to date and relevant and will consider developing additional guidance.


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Purpose of document

1 The purpose of this document is to make clear what additional requirements are needed to assess and quality assure qualifications that use the title NVQ within the QCF.

2 When an SSC/SSB and awarding organisation wants to use the title NVQ in the naming of a qualification within the QCF, the awarding organisation is required to make sure this qualification is assessed and quality assured in accordance with these additional requirements and other requirements described in the SSC/SSB assessment strategy.

3 The aims of these additional requirements are to

• ensure that all competence based qualifications that use the title NVQ within the QCF are

o assessed consistently o quality assured consistently

• maintain the integrity of qualifications that use the title NVQ within the QCF

• establish the NVQ brand within the QCF

• keep bureaucracy associated with assessment and quality assurance of qualifications that use the title NVQ within the QCF to a minimum.

Background

1 1 “At the heart of an NVQ is the concept of occupational competence; the ability to perform to the standards required in employment across a range of circumstances and to meet changing demands. NVQs are first and foremost about what people can do. They go beyond technical skills to include planning, problem solving, dealing with unexpected occurrences, working with other people and applying the knowledge and understanding that underpins overall competence”.

2 NVQs are based entirely on National Occupational Standards (NOS) developed by an SSC/SSB, which describe the competence needed in an occupational role.

3 Qualifications that use the title NVQ within the QCF must comply with the rules of combination determined by the SSC/SSB. Awarding organisations are not allowed to develop another qualification that does not use the title NVQ within the QCF, if it uses the same rules of combination as a qualification that does use the title NVQ within the QCF.

1 NCVQ’s NVQ Criteria and Guidance 1995.


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4 The QCF offers increased flexibility in the way occupational competence can be assessed and demonstrated. Qualifications that use the title NVQ in the title within the QCF are just one way of assessing and demonstrating occupational competence. SSCs/SSBs are free to work with their awarding organisations to agree what qualifications will be used to assess occupational competence. Qualifications that use the title NVQ within the QCF, are not a preferred method for assessing occupational competence and all qualifications accredited through the QCF have equal status.

5 When developing a qualification for the QCF, including qualifications that use the title NVQ within the QCF, an awarding organisation must be a recognised awarding organisation and must meet the Qualification Requirements in the Regulatory Arrangements for the Qualifications and Credit Framework, published by The Office of the Qualifications and Examinations Regulator (Ofqual) in August 2008.

6 The qualification regulators confirmed that a group of SSCs and SSBs would be free to develop specific, additional requirements about the way in which qualifications that use the title NVQ within the QCF will be assessed and quality assured. For those recognised awarding organisations that want to assess occupational competence through the use of qualifications that use the title NVQ within the QCF, it has been agreed by SSCs and SSBs that the following additional requirements must be met.

Additional requirements for qualifications that use the title NVQ within the QCF

Introduction

1 Qualifications that use the title NVQ within the QCF must be assessed and quality assured in accordance with the following additional requirements.

Assessment requirements

1 When a qualification uses the title NVQ within the QCF, awarding organisations are required to make sure their recognised assessment centres understand how learners are to be assessed.

2. Assessment methodologies must meet the assessment strategy developed in partnership between the relevant SSC or SSB and awarding organisations for the qualification. The assessment strategy must be published and made available separately and will include the requirements for assessment of qualifications that use the title NVQ within the QCF. The assessment criteria for each unit will be part of the units that make up the qualification.

3. Learners must complete real work activities in order to produce evidence to demonstrate they have met the NOS and are occupationally competent.


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4 When a learner cannot complete a real work activity, simulation is allowed.

5 Simulation is allowed when

• a learner is required to complete a work activity that does not occur on a regular basis and therefore opportunities to complete a particular work activity do not easily arise

• a learner is required to respond to a situation that rarely occurs, such as responding to an emergency situation

• the safety of a learner, other individuals and/or resources will be put at risk.

6 When simulation is used, assessors must be confident that the simulation replicates the workplace to such an extent that learners will be able to fully transfer their occupational competence to the workplace and real situations.

7 Units that must not be assessed by simulation must be identified by the SSC/SSB in the assessment strategy for the qualification or family of qualifications.

8 Learners must be assessed by assessors

• who are occupationally competent in the occupational areas they are assessing where they have sufficient and relevant technical/occupational competence in the unit, at or above the level of the unit being assessed and as defined by the assessment strategy for that qualification

• 2who must hold or be working towards a suitable assessor qualification to confirm they understand assessment and how to assess learners

• must be fully conversant with the unit(s) against which the assessments and verification are to be undertaken.

9 All assessors must carry out assessment to the standards specified in the A units.

10 All assessment decisions made by a trainee assessor must be checked by a qualified assessor or an assessor recognised by an awarding organisation.

11 Trainee assessors must have a plan, which is overseen by the recognised assessment centre, to achieve the relevant assessor qualification(s) within an agreed timescale.

2 Currently an assessor could hold unit A1 and/or unit A2. Or from the past unit D32 and/or unit D33. SSCs also identify other suitable equivalent qualifications.


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Quality assurance requirements

1 When a qualification uses the title NVQ within the QCF, awarding organisations are required to make sure their recognised assessment centres understand how the qualification will be quality assured.

2 Qualifications that use the title NVQ within the QCF, must be verified

• internally by an internal verifier, who is accountable to the assessment centre

• externally by an external verifier, who is accountable to the awarding organisation or an agent of the awarding organisation.

3 With reference to internal verification, internal verifiers must

• 3hold or be working towards a suitable internal verifier qualification to confirm they understand how to internally verify assessments

• have sufficient and relevant technical/occupational familiarity in the unit(s) being verified

• be fully conversant with the standards and assessment criteria in the units to be assessed

• understand the awarding organisation’s quality assurance systems and requirements for this qualification.

4 Trainee internal verifiers must have a plan, which is overseen by the recognised assessment centre, to achieve the internal verifier qualification within an agreed timescale.

5 With reference to external verification, external verifiers must

• 4hold or be working towards a suitable external verification qualification to confirm they understand and are able to carry out external verification

• have no connections with the assessment centre, in order to maintain objectivity

• have sufficient and relevant technical/occupational understanding in the unit(s) being verified

• be fully conversant with the standards and performance criteria in the units to be assessed

• understand the awarding organisation’s quality assurance systems for this qualification.

6 Trainee external verifiers must have a plan, which is overseen by the awarding organisation, to achieve the external verifier qualification within an agreed timescale.

3 Currently an internal verifier needs to hold unit V1. Or from the past unit D34. SSCs also identify other suitable equivalent qualifications. 4 Currently an external verifier needs to hold unit V2. Or from the past unit D35.


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7 Awarding organisations must decide the frequency of external monitoring activities. Any decision must be based on

• the risks associated with a qualification that is designed to help a learner demonstrate occupational competence

• an evaluation of the centre’s performance and past record.

8 Awarding organisations will have in place suitably constituted audit processes, which are supported by naturally occurring quality assurance and monitoring systems that already exist in workplace assessment environments.


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Annexe F: Simulation

Evidence requirements for the units of assessment in the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) are detailed at unit level. The list below indicates which units can be assessed through simulation. This applies only to GoSkills units; imported units have not been included in the list.

Unit name Unit code

Simulation allowed

Achieve effective working relationships with colleagues in Road Passenger Transport Operations (RPVD unit)

RPVD 7 N

Provide professional customer service in road passenger transport operations

RPTO 3 N

Support learners by coaching in the workplace (BACEM unit)

BACEM 38

N

Develop and maintain your work skills and knowledge in the Passenger Transport Industry

RPTO 9 N

Manage Conflict in Road Passenger Transport Industries

RPTO 10 Y

Prepare vehicle and driver rotas for road passenger transport timetabled operations

RPTO 19 Y

Implement schedules for road passenger transport operations

RPTO 20 Y

Take telephone bookings in road passenger transport industries

RPVD 20 Y

Provide support to passengers with a severe disability

RPTO 25 Y

Provide support to passengers who require assistance

RPTO 26 Y

Plan road passenger transport routes for customers

RPTO 31 N

Operate an IT system in road passenger transport RPTO 37 Y


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Annexe G: Assessment guidance

The following information has been provided by GoSkills for the Road Passenger Vehicle Driving (Community Transport) units where employers in the sector have indicated specific assessment criteria required to ensure that the units of assessment are being assessed consistently across all awarding organisations’ centres. This guidance should be referred to when delivering the units.

Ensure responsibility for actions to reduce risks to health and safety (Unit 1 in this specification)

Assessment guidance specified by a sector or regulatory body

N/A

RPVD 7 – Achieve effective working relationships with colleagues in the road passenger travel industries (Unit 2 in this specification)


When assessing this unit the following definitions should be used:

• the organisation – this would be the company the learner works for or, if they are self-employed, the rules they have set for themselves to ensure that they comply with relevant legal and licensing requirements.

RPTO 3 – Provide professional customer service in road passenger transport (Unit 3 in this specification)


N/A


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BACEM 39 – Support learners by coaching in the workplace (Unit 4 in this specification)


Learners should be able to provide coaching activity to a range of individuals to include, as appropriate:

• new starters

• individuals unfamiliar with a particular technical matter

• individuals undertaking training to increase workplace skills

• individuals experiencing difficulty in specific technical aspects of their work.

Learners should be able to communicate in the following ways:

• face-to-face verbal communication

• small-group discussion

• presentation on technical issues to small groups

• written communication

• IT-based coaching programmes.

Examples of problems may include, where relevant, those from overseas needing for example language skills, as well as experienced staff requiring further development in workplace skills.

RPTO 9 – Develop and maintain work skills and knowledge in the passenger transport industry (Unit 5 in this specification)


N/A


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RPTO 10 – Manage Conflict in the Road Passenger Transport Industry (Unit 6 in this specification)



• people – colleagues, passengers and members of the general public

• inappropriate behaviour could include:

• verbal or physical abuse

• actions that could cause a danger to others

• actions that could cause damage to property

• not keeping to conditions of service

• illegal or offensive acts.

Resolve customer service problems (Unit 7 in this specification)


N/A

Deal with customers in writing or using ICT (Unit 8 in this specification)


N/A

Deal with customers by telephone (Unit 9 in this specification)


N/A

Deal with customers face-to-face (Unit 10 in this specification)


N/A


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Support customer service improvements (Unit 11 in this specification)


N/A

RPTO 19 – Prepare vehicle and driver rotas for road passenger transport timetabled operations (Unit 12 in this specification)



• vehicle rota – a set of vehicle workings often referred to as a bus graph and known as a vehicle duty

• driver rota – the complete collection of all the work for defined set of drivers over a set period of time.

RPTO 20 – Implement schedules for road passenger transport operations (Unit 13 in this specification)


When assessing this unit the following definition should be used:


RPVD 20 - Process telephone bookings in the road passenger transport industries (Unit 14 in this specification)



• the organisation – this would be the company the learner works for or, if they are self-employed, the rules they have set for themselves to ensure that they comply with relevant legal and licensing requirements

• prospective passenger is used to denote both a single individual or a group.


141

RPTO 25 – Provide support to passengers with a severe disability (Unit 15 in this specification)



• the organisation – this would be the company the learner works for or, if they are self-employed, the rules they have set for themselves to ensure that they comply with relevant legal and licensing requirements

• passenger with a severe disability – a passenger who can not be moved without considerable support, for example; the passenger may use a wheelchair, stretcher or trolley.

RPTO 26 – Provide support to passengers who require assistance (Unit 16 in this specification)




RPTO 27 – Monitor revenue protection and timetables in road passenger transport operations (Unit 17 in this specification)


N/A

RPTO 31 – Plan road passenger transport routes for customers (Unit 18 in this specification)


N/A


142

RPTO 37 – Operate an IT system in road passenger transport (Unit 19 in this specification)


N/A

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Edexcel NVQ/competence-based qualifications · Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF)? Individual units can be found in the Units section