Level 2 NVQ in Warehousing and Storage (1009) · Level 2 NVQ in Warehousing and Storage (1009) Candidate logbook ... and security in logistics operations ... Level 2 NVQ in Warehousing

Level 2 NVQ in Warehousing and Storage (1009) Candidate logbook QCA number - 500/4022/4 www.cityandguilds.com

June 2008 Version 1.0

About City & Guilds City & Guilds is the UK’s leading provider of vocational qualifications, offering over 500 awards across a wide range of industries, and progressing from entry level to the highest levels of professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by employers worldwide for providing qualifications that offer proof of the skills they need to get the job done. City & Guilds Group The City & Guilds Group includes City & Guilds, ILM (the Institute of Leadership & Management) which provides management qualifications, learning materials and membership services, NPTC which offers land-based qualifications and membership services, and HAB (the Hospitality Awarding Body). City & Guilds also manages the Engineering Council Examinations on behalf of the Engineering Council. Equal opportunities City & Guilds fully supports the principle of equal opportunities and we are committed to satisfying this principle in all our activities and published material. A copy of our equal opportunities policy statement Access to assessment and qualifications is available on the City & Guilds website. Copyright The content of this document is, unless otherwise indicated, © The City and Guilds of London Institute 2008 and may not be copied, reproduced or distributed without prior written consent. However, approved City & Guilds centres and learners studying for City & Guilds qualifications may photocopy this document free of charge and/or include a locked PDF version of it on centre intranets on the following conditions:

• centre staff may copy the material only for the purpose of teaching learners working towards a City & Guilds qualification, or for internal administration purposes

• learners may copy the material only for their own use when working towards a City & Guilds qualification

• the Standard Copying Conditions on the City & Guilds website. Please note: National Occupational Standards are not © The City and Guilds of London Institute. Please check the conditions upon which they may be copied with the relevant Sector Skills Council. Publications City & Guilds publications are available on the City & Guilds website or from our Publications Sales department at the address below or by telephoning +44 (0)20 7294 2850 or faxing +44 (0)20 7294 3387. Every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press. However, City & Guilds’ products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication. City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)20 7294 2800 www.cityandguilds.com F +44 (0)20 7294 2400 [email protected]

Level 2 NVQ in Warehousing and Storage (1009) Candidate logbook www.cityandguilds.com

June 2008 Version 1.0

Level 2 NVQ in Warehousing and Storage (1009) 1

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Contents

1 About your candidate logbook 5 1.1. Contact details 5 1.2. Introduction to the logbook 6 2 Information for NVQ candidates 7 3 Candidate recording forms 11 4 Candidate résumé 12 5 Skill scan/Initial Assessment 13 6 Expert/Witness Status list 14 7 Individual action plan 15 8 Summary of achievement 16 9 Qualification structure 18 Unit 101 Maintain health, safety, and security in logistics operations (LOG1) 19 Unit 201 Develop effective working relationships with colleagues in logistics

operations (LOG4) 24 Unit 202 Provide customers with information and advice on goods and services

(WS7) 29 Unit 203 Operate equipment to perform work requirements (WS8) 34 Unit 204 Move goods in logistics facilities (WS9) 39 Unit 205 Receive goods from deliveries (WS10) 44 Unit 206 Place goods in storage (WS11) 49 Unit 207 Maintain the safety and quality of goods (WS12) 55 Unit 208 Maintain the safety of hazardous goods and materials (WS13) 60 Unit 209 Maintain hygiene standards in handling and storing goods (WS14) 66 Unit 210 Process orders for dispatch to customers (WS15) 71 Unit 211 Assemble orders for dispatch (WS16) 76 Unit 212 Dispatch goods for delivery (WS17) 81 Unit 213 Process returned goods (WS18) 86 Unit 214 Sort goods and materials for recycling (WS19) 91 Unit 215 Manage the receipt, storage, or dispatch of goods (WS20) 96 Unit 216 Audit stock levels and stock records (WS21) 102 Appendix 1 Summary of City & Guilds assessment policies 107 Appendix 2 Conversion of Skills for Logistics numbers to City & Guilds unit numbers 108 A table showing the conversion of the Skills for Logistics unit numbers to the City & Guilds unit numbers is shown in Appendix 2 on page 108.


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1 About your candidate logbook 1.1. Contact details

Name ………………………………………………………………………………………………… City & Guilds enrolment number ………………………………… Date………………………… Centre name ……………………………………………………………………………………….. Keep a record of relevant contact details in the space provided below:

Your Assessor(s)

Your Internal Verifier

Your Centre Contact

Further information

City & Guilds Customer Relations Unit

020 7294 2800

020 7294 2400

General information about City & Guilds is available on our website www.city-and-guilds.com or from our Customer Relations team at the address below or by phoning 020 7294 2800 or e-mailing [email protected] City & Guilds 1 Giltspur Street London, EC1A 9DD T +44 (0)20 7294 2400


http://www.city-and-guilds.co/

1 About your candidate logbook 1.2. Introduction to the logbook

This logbook will help you complete your National Vocational Qualification (NVQ). It contains

• the units you need to achieve to complete your NVQ • information about your responsibilities as a candidate • forms you can use to record and organise your evidence. It will also tell you:

• about NVQs • what you need to do to complete your NVQ • who will help you.

About City & Guilds City & Guilds is your awarding body for this NVQ. City & Guilds is the UK’s leading awarding body for vocational qualifications. Information about City & Guilds and our qualifications is available on our website www.cityandguilds.com.


http://www.cityandguilds.com/

2 Information for NVQ candidates

What are NVQs? National Vocational Qualifications (NVQs) are qualifications gained in the workplace. They are based on National Occupational Standards. When you achieve your NVQ it will show that you are competent in your job and that you can work to the standards expected by employers in industry. This means being able to actually do a job, and knowing and understanding the essential information that is needed to do the job well. Who are NVQs for? If you are in work, you have already developed the necessary skills and knowledge through your work experience. An NVQ will give you proof of this experience. If you are training with an employer, a training organisation or a college, you will need to develop and practise your skills and gain all the relevant knowledge needed for the job. Your N/SVQ will be awarded once you can show that you can work consistently to the national standards. What are the different levels of NVQ? There are different levels of qualification that depend on the job role you may be undertaking

Level What you have to show to achieve the qualification

1 At Level 1 you would need to show that you have the basic knowledge and skills to carry out every day activities in the workplace.

2 At this level you will need to show that you have good knowledge and understanding of an area of work and the skills to carry out a variety of tasks with some guidance or supervision.

3 At Level 3 you will need to show that you can apply a range of knowledge, skills and understanding to your work and work independently. You may supervise and/or train others.

4 At this level you will need to be working in a specialist job which involves analysing a high level of information and knowledge. You will be working in a technical or professional job and/or managing and developing others.

Who will be involved in your NVQ? Assessment for your NVQ is carried out at your centre. Your centre may be your place of work, a college, training agency or a combination of these. The people involved in the assessment process are listed below. The assessor (This may be your manager or supervisor at work)

• will help you plan and organise your workload and evidence

• will observe you carrying out your job over a period of time

• will ask you questions about the work you do

• will judge when you are competent and meet the national standards The internal verifier

• is employed by your centre to maintain the quality of assessment within the centre


The external verifier

• is employed by City & Guilds to ensure that your centre meets the required national standard.

Witnesses

• witnesses do not determine your overall competence but may provide evidence of your work for your assessor to judge.

Which NVQ should you choose? You should choose an NVQ that best matches the kind of work you already carry out. You don’t always have to start at level 1 and the NVQ should reflect the job role that you currently do or intend to do. How is an NVQ made up? Each NVQ is made up of a number of units. Each unit covers a different work activity so you can build up to the full qualification unit by unit. You may be required to undertake a combination of mandatory and optional units. Some units are split into smaller parts (outcomes). Mandatory Units – You will have to achieve all of these to get your NVQ. You may also have to achieve some optional units. Optional Units – You may be able to choose from a number of optional units. You will be helped to choose the best optional units to match your job or interests. The assessment process Once you have chosen your units you will make and agree an assessment plan with your assessor. This will show

• the units the plan covers

• when you will be assessed

• where the assessment will take place

• what you will be doing

• what evidence you will produce The plan should also indicate the methods of assessment to be used to collect your evidence. For example;

• Observation

• Work product

• Projects and assignments

• Questioning

• Candidate peer reports

• Witness testimonies

Your assessor will find tasks which you do and agree the best method of assessment from the above list some tasks will produce evidence for more than one unit. If you don’t meet the standards the first time you are assessed, you can take time to improve your skills and be assessed again when you are ready. You and the assessor will agree what you need to do for each unit and will record this in your assessment and review plan. A blank form is provided for your assessor to complete with you; this is included within the Standards and assessment requirements (EN021009) document.


Using your Candidate logbook This logbook contains all the Unit records for recording your evidence. There is one record for each NVQ unit. Each Unit record contains the details of the standards you need to achieve for the work activities. Space is provided for you to record what you have done and for your assessor to tick off those areas where you have met the National Standard. There are also questions for you to answer to show that you have all the essential knowledge. In some instances, your assessor may ask you other questions to check your understanding of a specific area. Your assessor will explain how to fill out the Unit records and what is sufficient evidence. They will help if you have any difficulties. A list of other recording forms that you will need to complete are included on page 11. Completing your qualification The unit records are very important. If you move jobs or colleges before you finish your NVQ, you should take your records with you so that you can continue your qualification. Make sure that your City & Guilds Candidate Enrolment Number is written on the front page of this document. If you have already achieved some units towards your NVQ before you leave, ask your employer or college to apply to City & Guilds for a certificate that lists the units you have successfully gained. Health and Safety All NVQ centres have to make sure that they provide a safe and healthy environment for training, including induction and assessment. City & Guilds checks this when they visit assessment centres. As your assessment will take place in the workplace or a realistic work environment, you will have responsibility for making sure that you understand the Health and Safety regulations which apply. Most NVQs have one unit which is concerned with Health and Safety at work and so you may be asked to gather evidence to show that you not only know and understand the regulations but can also put them into practice. Equal Opportunities Your centre will have an equal opportunities policy. This means that they will agree to provide equal opportunities to all their candidates, whatever their age, gender, racial origin, nationality or creed. Your centre may gather information during induction about your gender, ethnic background and any alternative assessment needs you may have. You will be advised by the centre about your rights under the Data Protection Act 2001. Access to assessment City & Guilds centres will make alternative assessment arrangements to allow you to show that you can meet the standards, if you are eligible and the NVQ allows for this. Your centre will explain this to you during your induction. If you have a need for alternative assessment arrangements, your centre will make the arrangements required and these will be outlined in your assessment plan. The centre may need to discuss these arrangements with City & Guilds. The guidance and regulations document Access to assessment and qualifications is available on the City & Guilds website www.cityandguilds.com, from your centre or from the City & Guilds Customer Relations team. Complaints and appeals Centres must have a policy and procedure to deal with any complaints you may have if you feel that your assessor has not assessed you fairly or if you think that progress with your qualification has been affected because of any kind of unfair treatment due to your sex, race or age for example.


The procedure will be explained during induction and you will be provided with information about the Quality Assurance Co-ordinator within your centre who is responsible for this. The work that you and your assessor do towards achieving your NVQ is checked by an internal verifier. Find out from your assessor who your internal verifier is. If you have any problems or experience unfair treatment you are unable to sort out with your assessor, you should speak to your internal verifier. You should also refer to your centre’s appeals procedure which will tell you how to go about solving your problem. You may also wish to approach your organisation’s Quality Assurance Co-ordinator for help. If you feel that your centre’s appeal procedure has not been followed and that you are still unable to resolve your problem, you should contact City & Guilds, details on the front page of the logbook.


3 Candidate recording forms

City & Guilds has developed these recording forms, for new and existing centres to use as appropriate. Although it is expected that new centres will use these forms, centres may devise or customise alternative forms, which must be approved for use by the external verifier, before they are used by NVQ candidates and assessors at the centre. Alternatively, City & Guilds endorses the electronic recording systems Quick Step and Paper Free. Candidate and centre contact details Form used to record candidate and centre details and the NVQ being assessed. Candidate résumé This can be used if the candidate does not have an appropriate Curriculum Vitae (CV) for inclusion in the portfolio. Skill scan/Initial assessment This can be used to record the skills and knowledge which the candidate already has as part of an initial action plan. Expert/witness status list This is used to record the details of all those that have witnessed candidate evidence. Unit record A unit record summaries all the activities and tasks undertaken to complete the unit. Unit assessment and verification declaration This written declaration should be completed at the end of each unit to meet the QCA requirement for a statement on authenticity. It is signed by the assessor and candidate and states that the evidence is authentic and that the assessment was conducted under specified conditions or context. Please photocopy forms as required


4 Candidate résumé

If you already have your own CV you can use that instead of this form. Name Address Telephone Number Date of birth Education (school attended and dates) Qualifications (gained and dates) Employment history and/or voluntary work Current work role and main responsibilities Courses attended in the last 5 years Interests


5 Skill scan/Initial Assessment Level 2 NVQ in Warehousing and Storage

Activities undertaken – do you

Mandatory Units ofte

n

Som

etim

e

Nev

er

Comments/Action

101 Maintain health, safety, and security in logistics operations

201 Develop effective working relationships with colleagues in logistics operations

Optional units 6 optional units to be taken

202 Provide customers with information and advice on goods and services

203 Operate equipment to perform work requirements

204 Move goods in logistics facilities

205 Receive goods from deliveries

206 Place goods in storage

207 Maintain the safety and quality of goods

208 Maintain the safety of hazardous goods and materials

209 Maintain hygiene standards in handling and storing goods

210 Process orders for dispatch to customers

211 Assemble orders for dispatch

212 Dispatch goods for delivery

213 Process returned goods

214 Sort goods and materials for recycling

215 Manage the receipt, storage, or dispatch of goods

216 Audit stock levels and stock records

Assessment Site…………………………………………………………………………………….......... Candidate Signature…………………………………… Candidate Name (Print)………………………….............. Assessor Signature…………………………………………………Date…………...…………………...


6 Expert/Witness Status list

Candidate name………………………………………………...................................................

Name and Witness Signature Status * Professional relationship to candidate **

Unit or elements witnessed

* Status

1 Occupational expert meeting specific requirements for role of expert witness

3 Non expert familiar with the standards

2 Occupational expert not familiar with the standards

4 Non expert not familiar with the standards

** Professional relationship to candidate

Manager = M Supervisor = S Colleague = Coll Customer = Cus Other (please specify)


7 Individual action plan

Candidate

Assessor

Unit

Element

Sources of evidence Observation

Oral questioning

Written questioning (formal)

Role plays

itness observations

onal evidence from others

Expert W

Witness testimony (candidate and peer reports)

Projects and assignment Examination of work products APL

Professi

ontext Workplace C

Place of assessment

Assessment dates From To

Meeting 1

Candidate signature Assessor signature

Meeting 2

Candidate signature Assessor signature


8 Summary of achievement

To gain the qualification you must complete both mandatory units and six optional units. Tick the outcome boxes as you complete each element. When all the outcomes making up a unit have been completed you can tick the left-hand unit column. This will show you how well you are doing and what you need to concentrate on to cover the whole N/SVQ. At-a-glance qualification summary – Level 2 NVQ in Warehousing and Storage

Uni

t num

ber

Star

t dat

e

Outcome Unit Title

Com

plet

ion

date

1 2 3 4 5 6 7 8 9

Mandatory units

101 Maintain health, safety, and security in logistics operations

201 Develop effective working relationships with colleagues in logistics operations

Optional units 6 optional units to be taken

202 Provide customers with information and advice on goods and services

203 Operate equipment to perform work requirements

204 Move goods in logistics facilities

205 Receive goods from deliveries

206 Place goods in storage

207 Maintain the safety and quality of goods

208 Maintain the safety of hazardous goods and materials

209 Maintain hygiene standards in handling and storing goods

210 Process orders for dispatch to customers

211 Assemble orders for dispatch

212 Dispatch goods for delivery

213 Process returned goods


214 Sort goods and materials for recycling

215 Manage the receipt, storage, or dispatch of goods

216 Audit stock levels and stock records

Competence has been demonstrated in all of the units/award recorded above using the required assessment procedures and the specified conditions/contexts. The evidence meets the requirements for validity, authenticity, currency, reliability and sufficiency. Candidate name……………………………………… Enrolment No ……………………… Candidate signature ………………………………… Date ………………………………… Assessor signature …………………………………. Date ………………………………… Internal verifier signature…………………………… Date…………………………………. External verifier signature…………………………... Date………………………………….


9 Qualification structure

Candidates have to complete 8 units, comprising

• 2 mandatory units • 6 optional units Mandatory Units (Both units must be taken by all candidates) Unit 101 Maintain health, safety, and security in logistics operations Unit 201 Develop effective working relationships with colleagues in logistics operations

Optional Units (Any 6 of the following 15 units must be taken by all candidates) Unit 202 Provide customers with information and advice on goods and services Unit 203 Operate equipment to perform work requirements Unit 204 Move goods in logistics facilities Unit 205 Receive goods from deliveries Unit 206 Place goods in storage Unit 207 Maintain the safety and quality of goods Unit 208 Maintain the safety of hazardous goods and materials Unit 209 Maintain hygiene standards in handling and storing goods Unit 210 Process orders for dispatch to customers Unit 211 Assemble orders for dispatch Unit 212 Dispatch goods for delivery Unit 213 Process returned goods Unit 214 Sort goods and materials for recycling Unit 215 Manage the receipt, storage, or dispatch of goods Unit 216 Audit stock levels and stock records


Unit 101 Maintain health, safety, and security in logistics operations (LOG1)

This is a mandatory unit for Warehousing and Storage NVQs levels 1 and 2.

Unit Summary: This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is relevant to those who have just entered the logistics industry, or who are relatively experienced. Health, safety, and security are extremely important in any organisation. It is necessary to take responsibility for oneself and others, as required by law. This is done knowing about and identifying health and safety hazards and security issues relevant to the place of work. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge.

Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, or in an approved Realistic Work Environment, carried out under normal workplace conditions. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace or approved Realistic Work Environment. Some evidence will contribute to other units; and will also come from other units. Specific Evidence Requirement: Simulation may be used for this unit. Your assessor will plan and agree a simulated activity with you to produce your evidence for this unit, if necessary.



Candidate name____________________________________________________________________

Observation/Assessment Activities Assessor Initials/date

1

2

3

4

5

6 Supplementary evidence



You will be able to:

Assessor initials/date

1. Follow regulations and organisational procedures for health, safety, and security at all times

2. Provide support to colleagues to check that health, safety, and security procedures are followed at all times

3. Use personal protective equipment correctly

4. Identify promptly any health and safety hazards and any security issues

5. Take immediate action to prevent injury, theft, or damage, and give priority to the protection of people over organisational performance

6. Respond to incidents affecting health, safety, and security by using the appropriate safety equipment and carrying out the safety procedures specified by the organisation

7. Stop working immediately when it is necessary to evacuate the workplace, and use the approved escape routes

8. Report accidents and emergencies to the appropriate people and ensure they are recorded in the appropriate electronic or manual information systems


You will know and understand:

1 2 3 4 5 6

Health, Safety and Security at Work

a. legislation, regulations, and organisational procedures that apply to health and safety in the workplace

b. responsibilities of all workers for health, safety, and security

c. specific role responsibilities of colleagues for health, safety, and security

d. personal protective equipment that should be used for different activities, and how to use it correctly

e. types of health, safety, and security incident that could occur

f. Safety equipment and procedures that should be used for different types of incident

g. accident and emergency procedures of the organisation, including individual roles and responsibilities

h. alarm systems and procedures for contacting the emergency services

i. location of the approved escape routes

legal responsibilities for reporting accidents and emergencies j.

Legislation and regulations

k. sources of information on legislation and regulations

l. legislation and regulations that apply to own area of responsibility

m. legal requirements for the storage and distribution of specific goods and materials

Organisational procedures

n. reporting responsibilities and information systems used by the organisation for specific work activities

working practices, operating procedures, guidelines, and codes of practice o.

roles and responsibilities of different colleagues p.


Unit assessment and verification declaration


Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):

sampling candidate and assessment evidence Date: __________________

observation of assessment practice Date: __________________

discussion with candidate Date: __________________

other – please state: _________________________________ Date: __________________ I confirm that the candidate’s sampled work meets the standards specified for this unit and may be presented for external verification and/or certification. Internal verifier name: ______________________________________________________________ Internal verifier signature: ____________________________________ Date: __________________ Countersignature (if relevant): _________________________________ Date: __________________ (for staff working towards the internal verifier qualification)


Unit 201 Develop effective working relationships with colleagues in logistics operations (LOG4)

Unit overview This is a mandatory unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Working relationships are important to the effectiveness of any organisation. Operatives have to work with a wide range of people, including some who might not be directly employed by their own organisation. The unit is not just about getting on well with people. It is about supporting other people in their work, and responding to their requests. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge.

Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence for this unit will come from other units. Specific Evidence Requirement: Simulation may not be used for this unit.



Candidate name____________________________________________________________________


1

2

3

4

5






1. Communicate with colleagues using suitable communication methods

2. Confirm tasks, priorities, and responsibilities clearly and accurately with colleagues

3. Respond promptly to requests from colleagues that fall within own responsibility

4. Offer support to colleagues that is relevant to their priorities and consistent with meeting own responsibilities

5. Explain clearly and politely and propose relevant alternatives when it is not possible to agree to requests from colleagues

6. Report clearly, accurately, and promptly any circumstances that prevent the achievement of quality standards to the relevant person

Ask colleagues for information and assistance in a clear and constructive manner

7.

Seek relevant feedback on work achievements and performance from people in a position to give it

8.

Identify own learning needs accurately from feedback and observation of own performance, and utilise realistic development opportunities to meet them

9.

Identify misunderstanding and conflicts that are detrimental to working relationships and seek constructive solutions promptly

10.



1 2 3 4 5 6

Working relationships

a. how to communicate with different colleagues within the organisation

b. good working practices, quality standards, and output requirements associated with own and others work roles

c. how to make and respond to requests for support constructively, including how to respond when you cannot action requests

d. how to recognise when colleagues need support

e. how to decide if giving support is consistent with your responsibilities

importance of feedback in improving personal work performance f.

g. how to identify learning needs and opportunities for learning that are Available

h. importance of recognising difficulties and misunderstandings, and ways of dealing with them constructively

i. importance of protecting confidential information


j. sources of information on legislation and regulations

k. legislation and regulations that apply to health and safety in the workplace

l. legislation and regulations that apply to own area of responsibility

m. legal requirements for the storage and distribution of specific goods and materials


n. reporting responsibilities and information systems used by the organisation for specific work activities

working practices, operating procedures, guidelines, and codes of practice o.

p. role and responsibilities of different colleagues










Unit 202 Provide customers with information and advice on goods and services (WS7)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Customers often require information and advice to be able to use the organisation’s goods (meaning any physical products and materials) and services. It is important that all communications are designed to help the customer achieve their requirements, and at the same time make sure they value the organisation. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent. Specific Evidence Requirement: Simulation may not be used for this unit.



Candidate name____________________________________________________________________


1

2

3

4

5




What you must do The candidate should be able to: Assessor initials/date

1. Respond to customers with courtesy in a way that promotes goodwill and maintains their confidence in the organisation

2. Find out what customers require from the information they provide, and enable them to ask questions and seek clarification

3. Explain clearly the features and benefits of any goods or services relevant to the requirements of customers

4. Provide complete, accurate, and up-to-date information and advice so that customers can make the appropriate decision

5. Provide relevant information and advice on the status and delivery schedule of goods or services

6. Find alternative ways to help customers further when the information is not satisfactory or is incomplete

7. Respond to any customer complaints in line with organisational policies and standards for customer service

Use suitable communication methods for providing information and advice

8.

Report work activities and record them in the appropriate information systems according to organisational procedures

9.

10. Comply with all relevant work and safety legislation, regulations, standards, and organisational procedures



1 2 3 4 5 6

Information and advice

a. how to find out what information customers require

b. types of question asked by customers

c. features and benefits of goods and services

d. goods and services provided by the organisation, and sources of information on them

e. methods of maintaining customer loyalty and confidence in dealing with requests and complaints

f. organisation’s policy on customer service and customer relationships

g. rights of the customer and the trader, including legal rights and duties under relevant legislation

h. organisational procedure for handling complaints and managing conflicts with customers


i. sources of information on legislation and regulations

j. legislation and regulations that apply to health and safety in the workplace

k. legislation and regulations that apply to own area of responsibility

l. legal requirements for the storage and distribution of specific goods and materials


m. reporting responsibilities and information systems used by the organisation for specific work activities

working practices, operating procedures, guidelines, and codes of practice n.

o. roles and responsibilities of different colleagues










Unit 203 Operate equipment to perform work requirements (WS8)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. A wide range of equipment is used in logistics facilities. This unit is not about any one type of equipment, for which they might need specific training or even a licence (eg fork lift trucks). Instead it is designed to show that an individual is competent to effectively operate the equipment that they have to use, demonstrating that they are safe to operate equipment. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge.

Evidence requirements

Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent. Specific Evidence Requirement: Simulation may not be used for this unit.



Candidate name____________________________________________________________________


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2

3

4

5






1. Confirm the work required and identify the appropriate equipment to undertake it

2. Check that the appropriate equipment is available, safe to use, and operational for the work to be carried out

3. Prepare, set up and adjust the equipment in accordance with instructions, safety, and work requirements

4. Monitor the equipment to maintain safe operation throughout the work, and record any defects and damage to the equipment

5. Shut down the equipment, complete any post-stop maintenance procedures, and leave it secure in accordance with organisational procedures

6. Identify any problems with using the equipment at any stage, and take the appropriate action to deal with them

7. Report work activities and record them in the appropriate information systems according to organisational procedures

Comply with all relevant work and safety legislation, regulations, standards, and organisational procedures

8.



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Operation of equipment

a. the types of equipment to be used for different work activities

b. characteristics and capabilities of the equipment being used

c. how to set up and adjust the equipment for different work activities

d. start up and shut-down procedures for the equipment

e. common types of defect in relation to the equipment that is to be used

f. routine checks that must be carried out at start up

g. post-stop maintenance procedures for the equipment

h. organisational procedures and practices approved for the use of the equipment

i. procedures for dealing with different types of incident

j. types of problem arising from operating equipment



l. legislation and regulations that apply to health and safety in the workplace

m. legislation and regulations that apply to own area of responsibility

n. legal requirements for the storage and distribution of specific goods and materials


o. reporting responsibilities and information systems used by the organisation for specific work activities

working practices, operating procedures, guidelines, and codes of practice p.

q. roles and responsibilities of different colleagues



Unit 203 Operate equipment to perform work requirements (WS8) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):






Unit 204 Move goods in logistics facilities (WS9)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Moving goods (meaning any physical products and materials) around in logistics facilities is obviously a frequent activity, but one that has to be undertaken carefully. It is important that the right equipment and methods are applied safely, and that the goods end up at their correct destination. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent.

Specific Evidence Requirement: Simulation may not be used for this unit.


Unit 204 Move goods in logistics facilities (WS9) Candidate name____________________________________________________________________


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Unit 204 Move goods in logistics facilities (WS9)



1. Identify the goods to be moved from work instructions and confirm that they are suitable for lifting

2. Check that the area of work is safe and is secure for the movement and transfer of goods

3. Identify any hazards and potential difficulties in carrying out the operation, and resolve them with the appropriate people

4. Check that the moving equipment to be used has been prepared correctly and is operational

5. Confirm the location for the positioning and setting down of the goods in accordance with work instructions

6. Lift and transfer the goods to their designated location securely and without loss or damage

7. Set down the goods in a suitable position at the designated location ready for further activities

Undertake operations in a safe and controlled manner with due regard to the surrounding environment

8.

Identify any problems with the goods at any stage, and take the appropriate action to deal with them

9.


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Moving goods

a. characteristics of different types of goods to be moved, and how they need to be moved

b. types of workplace hazards that may be encountered, and how to deal with them

c. type of equipment used in moving and transferring goods

d. methods for lifting, moving, and setting down particular goods in relation to the type of equipment used and the characteristics of the load

e. importance of positioning goods in a suitable way for future use procedures for dealing with loss or damage to goods f.


g. sources of information on legislation and regulations

h. legislation and regulations that apply to health and safety in the workplace

i. legislation and regulations that apply to own area of responsibility

j. legal requirements for the storage and distribution of specific goods and materials


k. reporting responsibilities and information systems used by the organisation for specific work activities

working practices, operating procedures, guidelines, and codes of practice l.

m. roles and responsibilities of different colleagues



Unit 204 Move goods in logistics facilities (WS9) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):






Unit 205 Receive goods from deliveries (WS10)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Goods (meaning any physical products and materials) frequently arrive at logistics facilities. They can be goods that need to be forwarded, or goods being returned. The goods have to be unloaded and handled ready for further work. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent.



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Unit 205 Receive goods from deliveries (WS10)



1. Obtain relevant information and confirm the goods being received

2. Check that the goods being received match the specifications provided in the information

3. Ensure the area used to receive the goods is clean and free of obstructions and hazards

4. Ensure that vehicles are safe and secure before unloading from them

5. Handle goods using the correct handling methods and moving equipment

6. Ensure that any moving equipment used is operated correctly and safely in accordance with organisational procedures

7. Ensure that goods are unloaded safely in accordance with storage requirements

Identify any health, safety, and security issues relating to the goods, and make provision for them in accordance with organisational procedures

8.

Identify any problems with receiving the goods, and take the appropriate action to deal with them

9.


10.


11.



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Receiving goods

a. sources and types of information for the goods being received, including information relevant to health, safety, and environmental factors

b. characteristics and special requirements of the goods being received

c. organisational procedures relevant to the goods being received

d. equipment and facilities required in the area to receive goods

e. vehicle safety and security during unloading

f. handling methods for different types of goods

g. methods of safely unloading vehicles

h. health, safety, and environmental issues relevant to the storage of goods

i. types of problem arising from receiving goods

j. how to use and update stock control systems








working practices, operating procedures, guidelines, and codes of practice p.

q. roles and responsibilities of different colleagues



Unit 205 Receive goods from deliveries (WS10) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):






Unit 206 Place goods in storage (WS11)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Goods (meaning any physical products and materials) are placed into storage for a variety of reasons and durations. The goods have to be stored correctly to ensure that they are not damaged, and that they are kept safe and secure. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent.



Unit 206 Place goods in storage (WS11) Candidate name____________________________________________________________________


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Unit 206 Place goods in storage (WS11)



1. Locate the goods to be stored and check them against the relevant information

2. Confirm the area to be used for storage, and ensure it is suitably prepared to receive the goods

3. Identify any health, safety, and environmental issues relating to the goods to be stored

4. Identify any storage conditions or equipment required to place the goods in storage

5. Handle goods using the correct handling methods and equipment

6. Place goods into storage in accordance with operational and organisational procedures for safety, space utilisation, and distribution requirements

7. Identify any monitoring and storage arrangements for the goods, and record and communicate these arrangements to the appropriate people

Identify any problems with storing goods, and take the appropriate action to deal with them

8.





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Storing goods

a. types of goods being stored

b. how to obtain information relating to the goods to be stored

c. areas used for storing specific goods

d. importance of preparation of storage areas, including cleaning, tidying, and clearing obstructions

e. storage conditions relating to the different types of goods

f. types of equipment and facilities that may be required for the storage of goods

g. handling methods for different types of goods

h. importance of positioning goods in storage for further use and to prevent damage

i. health, safety, and security issues relevant to the storage of goods

j. types of problem found with different types of goods

k. how to use and update stock control systems


l. sources of information on legislation and regulations

m. legislation and regulations that apply to health and safety in the workplace

n. legislation and regulations that apply to own area of responsibility

o. legal requirements for the storage and distribution of specific goods and materials



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p. reporting responsibilities and information systems used by the organisation for specific work activities

q. working practices, operating procedures, guidelines, and codes of practice

roles and responsibilities of different colleagues r.



Unit 206 Place goods in storage (WS11) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):






Unit 207 Maintain the safety and quality of goods (WS12)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Goods (meaning any physical products and materials), once in storage, have to be maintained in an appropriate condition. This means monitoring and checking the storage conditions to ensure that the goods do not deteriorate or cause any problems. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. The nature of this unit means that direct observation of all performance criteria by your assessor may not be cost effective or viable. There must be sufficient, valid and reliable evidence of your ability to work competently. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will contribute to other units and will also come from other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent.

Specific Evidence Requirement: Simulation may be used for this unit. Your assessor will plan and agree a simulated activity with you to produce your evidence for this unit, if necessary.



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1. Identify the goods in storage and check them against the relevant information

2. Handle goods using the correct handling methods and moving equipment

3. Identify any specialised requirements needed to monitor and maintain the safety and quality of the goods

4. Identify any health, safety, and security issues relating to the goods in storage

5. Maintain the safety and quality of the goods in storage according to organisational procedures

6. Take the appropriate action to rectify any variations in the condition of the goods or the storage conditions

Identify any problems relating to the safety and quality of the goods, and take the appropriate action to deal with them

7.


8.




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Safety and quality of goods

a. nature and characteristics of the goods in storage

b. storage requirements identified in the information

c. how to check and maintain the safety and quality of goods in storage

d. methods of monitoring and adjusting storage environment

e. health, safety, and security issues relevant to the storage of goods

f. types of problem found with different types of goods








l. working practices, operating procedures, guidelines, and codes of practice

roles and responsibilities of different colleagues m.



Unit 207 Maintain the safety and quality of goods (WS12) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):






Unit 208 Maintain the safety of hazardous goods and materials (WS13)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Hazardous goods and materials might be stored or transported through logistics facilities. It is important that operatives can deal with these, know how to handle them, and know what to do in the case of emergencies. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements

Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Simulation may be used for this unit. Your assessor will plan and agree a simulated activity with you to produce your evidence for this unit, if necessary. The nature of this unit means that direct observation of all performance criteria by your assessor may not be cost effective or viable. There must be sufficient, valid and reliable evidence of your ability to work competently. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will contribute to other units and will also come from other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent. Specific Evidence Requirement: Simulation may be used for this unit. Your assessor will plan and agree a simulated activity with you to produce your evidence for this unit, if necessary.



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1. Obtain information on the specific risks of hazardous goods and materials

2. Take appropriate precautions to deal with hazardous goods and materials according to statutory and organisational requirements

3. Monitor regularly the condition of hazardous goods and materials and identify any indications of problems with them

4. Take prompt action if any risks to health and safety are identified, and report them to the appropriate people

5. Manoeuvre hazardous goods and materials safely with the appropriate equipment according to agreed procedures

6. Respond promptly to any emergencies according to organisational procedures, and report them to the appropriate authority

7. Use the correct safety equipment according to manufacturers’ instructions for dealing with emergencies

Follow evacuation procedures when instructed to do so or when no safe actions can be undertaken

8.





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Hazardous goods and materials

a. types of hazardous goods and materials in the organisation, and their associated risks

b. storage and distribution requirements and precautions for specific hazardous goods and materials

c. monitoring systems used with specific hazardous goods and materials

d. organisational procedures for dealing with emergencies, and who is responsible for responding to them

e. people to be informed when risks to health and safety are identified

f. equipment to be used for manoeuvring specific hazardous goods and materials

g. safety equipment and personal protective clothing that should be used for different activities

h. use of extinguishers and other emergency equipment in different situations

i. when and how to initiate the alarm systems and access escape routes

j. when to call the emergency services, and which ones to call









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p. working practices, operating procedures, guidelines, and codes of practice

roles and responsibilities of different colleagues q.










Unit 209 Maintain hygiene standards in handling and storing goods (WS14)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Goods (meaning any physical products and materials), often require particularly important attention to prevent contamination and damage. The goods do not have to be food in order for hygiene to be important: they could, for example, be electronics, household products, or baby products. In other words, not maintaining hygiene standards around these types of product could result in adverse consequences for customers. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent. Specific Evidence Requirement: Simulation may not be used for this unit.



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1. Confirm any health, safety, and security issues relating to the goods and the storage environment

2. Apply the standards of personal hygiene required for the handling of goods and the storage environment

3. Identify and use appropriate clothing relevant to the goods and the storage environment

4. Identify any special requirements needed to maintain the quality and condition of the goods and the storage environment


6. Dispose of any waste in accordance with operational procedures

Identify any problems relating to the maintenance of hygiene standards, and take the appropriate action to deal with them

7.


8.




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Hygiene standards

a. health, safety, and security issues relevant to the storage of goods

b. nature and characteristics of the goods in storage

c. hygiene standards required for specific storage environments and activities

d. clothing relevant to specific storage environments and activities

e. special requirements for maintaining the goods and the storage environment

f. methods of waste disposal

g. types of problem found with maintaining hygiene standards


h. sources of information on legislation and regulations

i. legislation and regulations that apply to health and safety in the workplace

j. legislation and regulations that apply to own area of responsibility

k. legal requirements for the storage and distribution of specific goods and materials


l. reporting responsibilities and information systems used by the organisation for specific work activities

m working practices, operating procedures, guidelines, and codes of practice

roles and responsibilities of different colleagues n.










Unit 210 Process orders for dispatch to customers (WS15)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Dispatching orders involves a certain amount of office work to handle all the documents and to coordinate activities. A variety of people require information, and it is important to keep customers updated, especially if there are any problems. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge.

Evidence requirements

Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessment for this unit will be undertaken through naturally occurring work activities. The nature of this unit means that direct observation of all performance criteria by your assessor may not be cost effective or viable. There must be sufficient, valid and reliable evidence of your ability to work competently. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent.




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1. Obtain relevant information on the customer requirements for goods

2. Provide all relevant details of the goods to meet customer requirements

3. Provide customers with the correct delivery information

4. Pass on orders and invoicing information to the appropriate people

5. Respond promptly to enquiries about the progress of the order

6. Inform customers promptly and politely if their orders cannot be delivered within the time originally agreed

7. Identify any problems with processing orders, and take the appropriate action to deal with them

Store customers’ details securely and only show them to people who have a right to see them

8.


9.




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Processing orders

a. how to obtain information on what customers want

b. stock control and ordering systems used in the organisation

c. information required by the people who will fulfil the order

d. length of time for orders normally to be fulfilled, and what to do if it is not possible to fulfil an order in the usual time

e. information required by the people who will issue the invoice

f. importance of customer confidentiality, and how to store customers’ personal and financial details securely, and who is entitled to see those details








l. working practices, operating procedures, guidelines, and codes of practice

roles and responsibilities of different colleagues m.



Unit 210 Process orders for dispatch to customers (WS15) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):






Unit 211 Assemble orders for dispatch (WS16)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Before dispatching orders they have to be assembled. This involves bringing together all the goods required to fulfil the order and making sure that the right type and quantity of goods is being sent out. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Simulation may not be used for this unit. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent. Specific Evidence Requirement: Simulation may not be used for this unit.


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Unit 211 Assemble orders for dispatch (WS16)



1. Obtain the relevant information relating to the assembly of orders

2. Identify any health, safety, and environmental issues relevant to the assembly of orders

3. Identify the position of the required goods

4. Ensure that goods are in stock and accessible so that they can be dispatched


6. Identify any special loading or transportation requirements relating to the assembly of orders

7. Check and confirm any requirements to maintain the condition of the goods while the order is being assembled

8. Assemble the orders with the correct type and quantity of goods

Identify any problems with assembling orders, and take the appropriate action to deal with them

9.





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Assembling orders

a. nature and characteristics of the goods in the order being assembled

b. information required to identify order requirements

c. stock recording systems

d. restrictions relating to the dispatching of goods

e. types of equipment and handling methods required to assemble the order

f. health, safety, and security issues relevant to the assembly of orders

g. types of problem arising from assembling orders








m. working practices, operating procedures, guidelines, and codes of practice




Unit 211 Assemble orders for dispatch (WS16) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):






Unit 212 Dispatch goods for delivery (WS17)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Goods (meaning any physical products and materials) are dispatched to move them to a different point in the supply chain. The movement of the goods has to be scheduled, and the goods moved safely. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent.



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Unit 212 Dispatch goods for delivery (WS17)



1. Obtain relevant information and confirm the goods to dispatch

2. Check that the goods being dispatched match the specifications provided in the information

3. Schedule the dispatch of the goods according to the agreed work instructions

4. Ensure the area used to dispatch the goods is clean and clear of obstructions and hazards

5. Ensure that any equipment used with the goods is available, and that it is safe to use

6. Operate equipment in accordance with organisational procedures

7. Check that the goods are loaded safely onto vehicles to assist with delivery requirements

8. Identify any health, safety, or security issues relating to the dispatch of the goods, and make provision for them in accordance with organisational procedures

9. Identify any problems with dispatching the goods, and take the appropriate action to deal with them





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Dispatching goods

a. sources and types of information on the goods being despatched

b. characteristics and special requirements of the goods being dispatched

c. health, safety, and security issues relevant to the dispatch of goods

d. operational and organisational procedures relevant to the goods being dispatched

e. the equipment and facilities required in the dispatch area

f. methods of safely loading vehicles

g. types of problem arising from dispatching goods












Unit 212 Dispatch goods for delivery (WS17) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):






Unit 213 Process returned goods (WS18)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Goods (meaning any physical products and materials) can be returned for a variety of reasons: wrong type, faulty, incorrect quantity, or no longer required. Whatever the reason, the amount of returns can be substantial, and it is important that they are processed effectively. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge.

Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessment for this unit will be undertaken through naturally occurring work activities. The nature of this unit means that direct observation of all performance criteria by your assessor may not be cost effective or viable. There must be sufficient, valid and reliable evidence of your ability to work competently. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent.



Unit 213 Process returned goods (WS18) Candidate name____________________________________________________________________


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Unit 213 Process returned goods (WS18)



1. Communicate with customers in a way that respects their situation and values their involvement

2. Confirm with customers the type, quantity, and condition of the goods being returned, and obtain information on the reasons for returning the goods

3. Ensure that any replacement goods are quickly prepared and dispatched for customers

4. Provide all relevant details of the returned goods to the appropriate people, and update the stock control system

5. Position the returned goods in the correct location, and ensure they are kept separately from outgoing stock

6. Label clearly any goods that are to be returned to the supplier or manufacturer

7. Dispose of any waste packaging in accordance with operational procedures

Identify any problems with processing returned goods, and take the appropriate action to deal with them

8.





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Returned goods

a. main reasons customers might have for returning goods

b. customers’ legal rights and organisational policy and procedures in relation to replacements

c. how the goods can be returned, and how to make any necessary arrangements

d. how to dispose of any waste packaging that arrives with the returned goods

e. when and how to update the stock control system

f. where to put goods for processing or return to the supplier or manufacturer

g. types of problem arising from returned goods












Unit 213 Process returned goods (WS18) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):






Unit 214 Sort goods and materials for recycling (WS19)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Sorting goods and materials (meaning any physical products and materials, including packaging) for recycling means that the different parts are utilised again wherever possible. Some can be repackaged as they are, some restored, and some have to be disposed of. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Simulation may not be used for this unit. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent.



Unit 214 Sort goods and materials for recycling (WS19) Candidate name____________________________________________________________________


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Unit 214 Sort goods and materials for recycling (WS19)



1. Identify the goods or materials and conduct initial checks to determine their suitability for recycling

2. Sort the goods or materials according to the organisation’s procedures and specifications for recycling

3. Obtain information and advice from an appropriate person where there is a difficulty in identifying or classifying goods or materials

4. Handle goods or materials using the correct handling methods and equipment

5. Remove any parts of the goods or materials that cannot be recycled and dispose of them correctly

6. Position the goods or materials that are suitable for recycling into the correct locations

7. Prepare the goods or materials for further processing according to the recycling specifications

Identify any problems with recycling, and take the appropriate action to deal with them

8.





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Recycling

a. types of goods and materials that are suitable for recycling, and those that are not

b. legal and organisational safety requirements applicable to recycling goods and materials

c. organisational procedures and specifications for recycling goods and materials

d. sources of information on the status of different types of goods and materials

e. types of problem arising from recycling goods and materials


f. sources of information on legislation and regulations

g. legislation and regulations that apply to health and safety in the workplace

h. legislation and regulations that apply to own area of responsibility

i. legal requirements for the storage and distribution of specific goods and materials


j. reporting responsibilities and information systems used by the organisation for specific work activities

k. working practices, operating procedures, guidelines, and codes of practice

roles and responsibilities of different colleagues l.



Unit 214 Sort goods and materials for recycling (WS19) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):






Unit 215 Manage the receipt, storage, or dispatch of goods (WS20)

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at people who work at a supervisory or team-leading level of responsibility in logistics organisations. They could, for example, work in transport, warehousing and storage, or freight forwarding. The processing of goods (meaning any physical products and materials) has to be overseen and managed. Goods being received, stored, or dispatched have to be managed and prepared for the next stage of the supply chain. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge.

Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessment for this unit will be undertaken through naturally occurring work activities in managing the receipt, or storage, or dispatch of goods. The nature of this unit means that direct observation of all performance criteria by your assessor may not be cost effective or viable. There must be sufficient, valid and reliable evidence of your ability to work competently. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent.



Unit 215 Manage the receipt, storage, or dispatch of Goods (WS20) Candidate name____________________________________________________________________


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Unit 215 Manage the receipt, storage, or dispatch of goods (WS20)



1. Confirm the quantity and type of goods being managed

2. Determine the storage conditions and equipment required to manage the goods

3. Assess the capacity of the storage facility, and identify appropriate areas for receiving, storing, or dispatching goods

4. Organise the movement or rotation of goods to assist receiving, storing, or dispatching goods

5. Ensure any monitoring activities, tests, and other storage arrangements required for the goods are carried out in accordance with organisational procedures

6. Identify and confirm requirements for facilities and equipment to be used with the goods

7. Utilise and maintain the organisation’s logistics resources effectively to manage the receipt, storage, and dispatch of goods

8. Provide information on the goods and their requirements to all relevant people using appropriate communication methods

9. Identify any relevant health, safety, and security issues relating to the management of the goods

10. Identify any problems with managing the goods, and take the appropriate action to deal with them





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Managing goods

a. sources of information on the capacity and limitations of a storage facility

b. types of goods to be received, stored, or dispatched

c. storage areas relevant to the type of goods to be received, stored, or dispatched

d. special requirements relating to the receipt, storage, or dispatch of goods

e. monitoring and testing systems and procedures

f. methods of stock rotation and movement

g. resources available in the organisation

h. types of problem arising from managing the processing of goods








n. working practices, operating procedures, guidelines, and codes of practice



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roles and responsibilities of different colleagues o.



Unit 215 Manage the receipt, storage, or dispatch of goods (WS20) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: ___________________________________________________________________ Candidate signature: ______________________________________ Date: __________________ Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: ______________________________________________________________ Assessor signature: ______________________________________ Date: __________________ Countersignature: (if relevant) _______________________________ Date: __________________ (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick):






Unit 216 Audit stock levels and stock records (WS21) Overview

Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at people who work at a supervisory or team-leading level of responsibility in logistics organisations. They could, for example, work in transport, warehousing and storage, or freight forwarding. Auditing of stock is a function that occurs periodically, and it is important that this is carried out systematically. The audit should be planned, implemented, and analysed so that the organisation has a clear idea of what is happening to its stock. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge.

Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessment for this unit will be undertaken through naturally occurring work activities in auditing stock levels and stock records. Simulation may not be used for this unit. The nature of this unit means that direct observation of all performance criteria by your assessor may not be cost effective or viable. There must be sufficient, valid and reliable evidence of your ability to work competently. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent.


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Unit 216 Audit stock levels and stock records (WS21)



1. Identify the requirements, scope, and schedule for the audit in accordance with organisational procedures

2. Determine the resources required to carry out the audit, and establish their availability

3. Organise the audit in accordance with organisational procedures, and ensure that all relevant people know their individual roles and responsibilities

4. Monitor the progress of the audit, and provide assistance when requested

5. Ensure that the results of the audit are accurately recorded and collated

6. Analyse and evaluate the results of the audit using appropriate systems and procedures

7. Propose an action plan to address any stock problems that have been identified, and ensure that any proposed actions are in accordance with organisational procedures

8. Monitor the implementation of the action plan, and review its success in resolving stock problems

9. Identify any relevant health, safety, and security issues relating to the audit and the actions arising from it

10. Identify any problems with auditing goods, and take the appropriate action to deal with them





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Auditing

a. importance of audits, their purpose, and how often they are required

b. audit requirements and schedules

c. the format, structure, and content of the audit reports required by the organisation

d. resources needed to undertake an audit, and how to obtain them

e. analysis and evaluation methods for audits

f. stock control systems used in the organisation

g. types of issues that may arise from audits, and how to deal with them

h. types of problem arising from audits








n. working practices, operating procedures, guidelines, and codes of practice

roles and responsibilities of different colleagues o.



Unit 216 Audit stock levels and stock records (WS21)







Appendix 1 Summary of City & Guilds assessment policies Health and Safety All NVQ centres have to make sure that they provide a safe and healthy environment for training, including induction and assessment. City & Guilds external verifiers check this when they visit assessment centres. You are responsible for making sure that you understand, and comply with, the Health and Safety practice and policies in the workplace where you will be assessed. Your assessment may be stopped if you do not comply, and your assessor will explain the problem to you. You may need to retake your assessment at a later date. Equal Opportunities Your centre will have an equal opportunities policy. Your centre will explain this to you during your induction, and may give you a copy of the policy. City & Guilds equal opportunities policy is available from our website www.cityandguilds.com, City & Guilds Customer Relations Team or your centre. Access to assessment City & Guilds NVQs are open to all candidates, whatever their gender, race, creed, age or special needs. Some candidates may need extra help with their assessment, for example, a person with a visual impairment may need a reader. If you think you will need alternative assessment arrangements because you have special needs, you should discuss this with your centre during your induction, and record this on your assessment plan. City & Guilds will allow centres to make alternative arrangements for you if you are eligible and if the N/SVQ allows for this. This must be agreed before you start your NVQ. City & Guilds guidance and regulations document Access to assessment and qualifications is available on the City & Guilds website www.cityandguilds.com, from the City & Guilds Customer Relations Team or your centre. Complaints and appeals Centres must have a policy and procedure to deal with any complaints you may have. You may feel you have not been assessed fairly, or may want to appeal against an assessment decision if you do not agree with your assessor. These procedures will be explained during induction and you will be provided with information about the Quality Assurance Co-ordinator within your centre who is responsible for this. Most complaints and appeals can be resolved within the centre, but if you follow the centre procedure and are still not satisfied you can complain to City & Guilds. Our complaints policy is on our website www.cityandguilds.com or is available from the City & Guilds Customer Relations Team or your centre.





Appendix 2 Conversion of Skills for Logistics numbers to City & Guilds unit numbers

City & Guilds Ref Skills for Logistics

Ref Unit title

101

LOG1 Maintain health, safety, and security in logistics operations

201 LOG4 Develop effective working relationships with colleagues in logistics operations

202 WS7 Provide customers with information and advice on goods and services

203

WS8 Operate equipment to perform work requirements

204

WS9 Move goods in logistics facilities

205

WS10 Receive goods from deliveries

206

WS11 Place goods in storage

207

WS12 Maintain the safety and quality of goods

208

WS13 Maintain the safety of hazardous goods and materials

209

WS14 Maintain hygiene standards in handling and storing goods

210

WS15 Process orders for dispatch to customers

211

WS16 Assemble orders for dispatch

212

WS17 Dispatch goods for delivery

213 WS18 Process returned goods

214

WS19 Sort goods and materials for recycling

215 WS20 Manage the receipt, storage, or dispatch of goods

216 WS21 Audit stock levels and stock records


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Level 2 NVQ in Warehousing and Storage (1009) · Level 2 NVQ in Warehousing and Storage (1009) Candidate logbook ... and security in logistics operations ... Level 2 NVQ in Warehousing