Pathway: Removals Operative - Highfield Qualificationscontent-web3.highfieldqualifications.com/media/1976/... · 2019-03-18 · Removals Operative: the preparation for and performance

Pathway:

Removals Operative

SCORO 2.0

Level 2 Supply Chain Operator: Removals Operative

EPA-Kit

Contents

• Section 1 – Introduction • Section 2 – Mapping • Section 3 – The Highfield Approach • Section 4 – Delivering the Standard • Section 5 – Gateway • Section 6 – Assessment Summary • Section 7 – Assessing the Knowledge and Behaviours Test • Section 8 – Assessing the Practical Assessment • Section 9 – Mock Knowledge and Behaviours Test • Section 10 – Mock Assessment Materials • Section 11 – Hints and Tips to support Assessment Performance

SCORO 2.0


EPA-Kit

Section 1

Introduction

• How to use this EPA Kit • Standard overview • On programme requirements • Additional, relevant on-programme qualifications • Readiness for end-point assessment • Order of end-point assessments • Re-sit & retake information

SCORO 2.0

How to Use This EPA Kit

Welcome to the Highfield End-Point Assessment Kit for a Supply Chain operator: Traffic Officer Apprenticeship Standard. Highfield is an independent end-point assessment organisation that has been approved to offer and carry out the independent end-point assessments for the Level 2 Supply Chain operator: Removals Operative, Apprenticeship Standard. Highfield internally quality assure all end-point assessments in accordance with its IQA process, additionally all end-point assessments are externally quality assured by the relevant EQA organisation. This guide is designed to outline all you need to know about the end-point assessments for this standard and will also provide an overview of the on-programme delivery requirements. In addition, advice and guidance for trainers on how to prepare apprentices for the end-point assessment is included. The approaches suggested are not the only way in which an apprentice may be prepared for their assessments, but trainers may find them helpful as a starting point. Highfield also offers the Highfield Supply Chain Operator Apprenti-kit that is a comprehensive learning resource which is designed to be used on-programme. For more information, please go to www.highfield.co.uk/products/item/401/level-2-supply-chain-operator. Please note that the use of this kit is not a prerequisite for apprentices undertaking the Removals Operative end-point assessment. For employers/training providers that use the Apprenti-kit, a criteria mapping document is available form Highfield if required. Key facts Apprenticeship standard: Supply Chain Operator – Removals Operative Level: 2 On Programme Duration: Minimum of 12 months Grading: Pass/distinction End-Point Assessment Duration: Maximum of 3 months End-Point Assessment methods: Knowledge and behaviours test, practical assessment

http://www.highfield.co.uk/products/item/401/level-2-supply-chain-operator

http://www.highfield.co.uk/products/item/401/level-2-supply-chain-operator

SCORO 2.0

In this guide, you will find:

• A section focused on delivery, where the standard and assessment criteria are presented in a suggested format that is suitable for delivery

• Guidance on how to prepare the apprentice for gateway

• Detailed information on which part of the standard is assessed by which assessment method

• A section focused on the end-point assessment method where the assessment criteria are

presented in a format suitable for carrying out ‘mock’ assessments

• Suggestions on how to prepare the apprentice for each part of the end-point assessment

• A practice test that you can use with apprentices

• Hints and tips on how your apprentice can get the best out of their end-point assessment

SCORO 2.0

Introduction Standard overview Supply Chain Operators are primarily responsible for managing the movement of goods for a variety of customers across all sectors, and as such their customer base will range from large global organisations to sole traders and private customers in local areas, depending on their organisation. They will work in one or more of a variety of subsectors, including: shipping, removals, import/export, freight, hazardous goods, and food. Removals Operative: the preparation for and performance of packing / unpacking and moving household, office and other furniture, goods and equipment into or out of new premises or storage or preparation for transit, both domestically and internationally. Removals Operatives often prepare and travel with the removal truck, and long-distance moves may involve nights away from home. Moving furniture involves a lot of walking, bending and lifting and is hard, physical work.

On-programme requirements

Although learning, development and on-programme assessment is flexible and the process is not prescribed, the following is the recommended baseline expectation for an apprentice to achieve full competence in line with the removals operative standard:

Throughout the period of learning and development, and at least every 2 months, the apprentice should meet with the on-programme assessor to record their progress against the standard using the on-programme progression template (included in Appendix 2). At these reviews, evidence should be discussed and recorded by the apprentice. Once the apprentice is deemed competent, the relevant section(s) of the standard should be signed off by the on-programme assessor and employer.

The maintenance of an on-programme record is important to support the apprentice, on-programme assessor and employer in monitoring the progress of learning and development and to determine when the apprentice has achieved full competence in their job role and is ready for as end-point assessment. The on-programme assessment log is NOT a portfolio of evidence, but a record of what the apprentice can do following periods of training, development and assessment. A minimum of 6 meetings and completed records are recommended; to show ongoing competence across the entire standard, over a minimum of a 12-month period prior to starting the end-point assessment.

Additional, relevant on-programme qualification

Highfield Level 2 Certificate for Supply Chain Operators (RQF) is also available as an additional qualification that may be taken alongside the apprenticeship whilst on programme if required.

SCORO 2.0

Readiness for end-point assessment

For an apprentice to be ready for the end-point assessments:

• the English and maths components of the apprenticeship must be successfully completed by the apprentice

• the employer must be confident that the apprentice has developed all the knowledge, skills and behaviours defined in the apprenticeship standard. To ensure this, the apprentice must attend a formal meeting with their employer to complete the gateway readiness report

• the apprentice and the employer should then engage with Highfield to agree a plan and schedule for each assessment activity to ensure all components can be completed. Further information about the gateway process is covered later in this guide.

Order of end-point assessments There is no mandated order of assessments, however they should take place on the same day.

Retake and resit information

Should an apprentice fail 1 assessment activity on the first attempt, a resit should be scheduled as soon as the apprentice is ready, when practicable for the business and in line with the policies, practices and procedures of Highfield.

The resit is normally expected to take place after all the required assessments have been taken and the individual assessment results and overall apprenticeship result has been given to the apprentice.

Should an apprentice fail 2 activities, a period of further training and development lasting between 1 and 3 months must take place before a retake is scheduled. The decision on how much time is required is based on a discussion between the apprentice, their employer and end-point assessor.

Apprentices cannot resit in order to achieve a higher grade.

SCORO 2.0


EPA-Kit

Section 2

Mapping Documents

SCORO 2.0

End-Point Assessment Mapping at a Glance

Standard Assessment Method Criteria Reference Standard Assessment Method Criteria Reference

Core KBT KBT PA

CK 1,2,3,4,5,6,7 CB 1,2,3,4 CS 1,2,3,4,5

Removals Operative Distinction Criteria

KBT PA PA

RK 1,2,3,4,5,6,7,8,9,10,11 RS 1,2,3,4,5,6 D 1,2,3,4,5

Key KBT = Knowledge and Behaviours Test PA = Practical Assessment

*Please see individual assessment sections in the following pages for full details of Evidence Criteria

SCORO 2.0

End-Point Assessment Mapping at a Glance: By Assessment Method

Assessment Method Standard Criteria Reference

Knowledge and behaviours test Core Core

Removal operative

CK 1,2,3,4,5,6,7 CB 1,2,3,4

RK 1,2,3,4,5,6,7,8,9,10,11

Practical Assessment

Core

Removal operative Distinction Criteria

CS 1,2,3,4,5

RS 1,2,3,4,5,6 D 1,2,3,4,5

SCORO 2.0


EPA-Kit

Section 3

The Highfield Approach

• Documents used in developing this end-point assessment • Specific considerations

SCORO 2.0

The Highfield Approach This section describes the approach Highfield has adopted in the development of this end-point assessment in terms of its interpretation of the requirements of the end-point assessment plan and other relevant documents.

Documents used in developing this end-point assessment

Standard (2015)

www.gov.uk/government/publications/apprenticeship-standard-supply-chain-operator

End-point assessment plan (April 2016)

www.gov.uk/government/publications/apprenticeship-standard-supply-chain-operator

Specific considerations

Knowledge and behaviours test - Highfield have used 23 questions (carrying 25 marks) with a pass mark of 70% and a distinction mark of 90%.

Practical assessment - In accordance with the assessment plan, Highfield has detailed which criteria MUST be covered within the practical assessment at the end of this guide.

During the practical assessment, wherever possible, situations and evidence should be naturally occurring. The assessor will use an observation check list and mark scheme to make sure all learning outcomes have been met. In order to achieve a distinction, all pass and 3 from 5 of the distinction criteria should be covered. The assessor should be prepared to ask questions or use simulated scenarios to collect any evidence they have not been able to gather over the course of the assessment, so no candidates are disadvantaged by the nuances of their job role.

For the Removals Operative role, it may be more appropriate to use a simulated situation (depending on the setting) whereby the apprentice is observed by an independent assessor carrying out the required skills for their job role. The apprentice could be presented with a job or task sheet as they would at the start of any given working day and a situation created in either the warehouse or assessment centre, whereby the candidate can demonstrate all required skills of the role. The assessor should have a standardised set of questions or prompts to use with each candidate to make sure they can react to changing or unexpected situations.

All of the evidence criteria used within this end-point assessment have been taken directly from the supply chain operator standard: assessment plan, Appendix 1.

http://www.gov.uk/government/publications/apprenticeship-standard-supply-chain-operator

http://www.gov.uk/government/publications/apprenticeship-standard-supply-chain-operator

SCORO 2.0


EPA-Kit

Section 4

Delivering the Standard

• Supply Chain Operator - Core Criteria • Removals Operative Criteria • Distinction Criteria

SCORO 2.0

The Supply Chain Operator – Removals Operative Apprenticeship Standard

The following pages contain the Supply Chain Operator: Removals Operative apprenticeship standard and the assessment criteria in a suggested format that is suitable for delivery.

SCORO 2.0

Supply Chain Operator - Core Criteria Knowledge Skills Behaviour

How to communicate effectively with customers/colleagues (including those working remotely, third party carriers, agencies and other organisations) appropriately in line with situation and organisational style/culture Importance of delivering excellent customer service to customers and colleagues, including identifying customer/colleague needs and responding appropriately in line with situation and organisational style/culture

Establish a good rapport with customers/colleagues; promote the values of the organisation in all of their work; Identify and respond to or report threats to their organisation’s reputation where relevant

Demonstrate integrity, credibility, honesty and personal drive in every aspect of their role; consistently embody the organisation’s values to promote and enhance brand reputation; Take a positive interest in others and show a genuine interest in meeting the needs of others Demonstrate an approachable and friendly manner;

Communicate effectively (using a variety of appropriate methods such as face to face, telephone, email etc) with customers and colleagues in line with organisational standards; identify and match customer needs through provision of excellent customer service; work closely with suppliers and customers to ensure any problems, damages or anomalies are corrected

Pay attention to the safe and effective use of equipment and machinery when carrying out activities Strive to achieve the best results in all they do; maintain a positive attitude and approach to their work even when priorities and working patterns change Demonstrate pride in their own role through a consistently positive, professional approach with customers and members of wider team; constructively manage difficult situations with colleagues, always striving to achieve the best outcome for the organisation and wider team

Structure of the industry, the methods and modes of transport, The roles available within the sector in general and in relation to their own career aspirations

Seek to review, update and implement improvements to own method of working; positively take on board, and act on, feedback where relevant

Strive to meet organisational objectives at all times and demonstrate a belief in the services that the organisation offers Take ownership and responsibility for their own safety and that of others at all times; do the right thing and report any issues or concerns to a relevant person

Work under pressure and to agreed deadlines

Vision, objectives and brand of the organisation; the importance of organisation reputation and what can affect it;

Demonstrate safe moving and handling of different objects, both manually and using relevant equipment; work individually and as

SCORO 2.0

How their own performance can contribute to organisational success and support or impact on others

part of a team to safely move and handle objects

Demonstrate a commitment to achieving all personal and organisational objectives eg completing work, timekeeping, personal appearance and dress code Show personal commitment to minimising the effect of work activities on the environment; make recommendations for improvement where relevant Embrace the use of relevant technology, systems and equipment – use it responsibly and take an interest in new developments that could support the organisation Proactively drive their ongoing learning and development, and make recommendations for improvement where relevant

Proposed and actual changes to systems, processes and technology used in the industry, particularly relating to own role; how to keep up to date with any changes in the systems, processes and technology that affect their role

Work well in a team; support colleagues and contribute to achieving objectives or goals.

Take ownership for own performance and training, including demonstrating a keen interest in the industry; Use own initiative when needed to ensure that customer needs and expectations are met.

How their role can affect their health and the need to maintain a level of fitness appropriate to the needs of their role

Adapt to new technology and accept the need for change

Knowledge and Behaviours test

Criteria covered in the knowledge and behaviours test

CK1: Understand how to communicate effectively with colleagues CK2: Understand the structure of the supply chain industry CK3: Understand opportunities in relation to their own career aspirations CK4: Understand their own organisation

SCORO 2.0

CK5: Understand the impact of individual performance CK6: Understand proposed and actual changes to systems, processes and technology CK7: Understand how their role can affect their health CB1: Be able to demonstrate integrity, credibility and honesty CB2: Be able to strive for the best results in all they do and maintain a positive attitude CB3: Be able to show a commitment to achieving all personal and organisational objectives CB4: Be able to show a genuine interest in meeting the needs of others


Criteria covered in the practical assessment

CS1: Be able to deliver excellent customer service CS2: Be able to communicate effectively with customers and colleagues in line with organisational standards CS3: Be able to demonstrate safe moving and handling of different objects CS4: Be able to work effectively in a team CS5: Be able to adapt to new technology

Amplification and Guidance • Communicate

o Different types of colleagues who could include remote workers, third party carriers, agencies and others. o Different methods of communication (verbal, non-verbal) could include telephone, email, video conferencing, delivery

paperwork/scanner/e-pens, that could be to both colleagues and customers o Using organisational style/culture for communicating which may include preferred wording/language, guidance on formatting of

emails/correspondence, timescales for responses. There may be guidance for internal and external communications. • Structure

SCORO 2.0

o Supplier/customer list o Supply chain chart (where their supply chain starts and ends: raw materials – customers)

• Career o Understand what career opportunities and routes of progression are available within your department, organisation and sector for

personal development and goals. • Organisation

o Policies & procedures (grievance/sickness/absence) o Organisational chart/tree o Standard operating procedures

• Performance o This is understanding how your performance can:

contribute to organisational success impact colleagues both positively and negatively support others within the organisation meeting KPIs/targets individual/team targets/appraisals / 1-2-1’s/reviews

• Changes o Consider change and how it can affect roles within an organisation:

health & safety legislation driving legislation GDPR other legislation (IT security / general security) organisational requirements international law.

• Health o The need for maintaining a level of fitness appropriate to the needs of their role – lifting, handling, carrying.

• Integrity, credibility and honesty

SCORO 2.0

o Following all procedures relevant to their organisation/role security (i.e. missing stock, breach in the warehouse health and safety i.e. reporting accident, near misses, misuse of equipment Punctuality, absenteeism

o Providing consistent excellent customer service and communication o Willing to undertake overtime, additional training which may not be required for the role, updating CPD, knowing all products and

industry changes o Embracing changes to the organisation/industry, supporting management and new members of staff

• Customer service o Helping customers efficiently, in a friendly manner. o Meeting/exceeding customers’ expectations in a timely manner. o Resolving problems as effectively as possible. o Dealing with complaints o Using customer service language o Responding within organisations timescales/policy.

• Adapt o This may include

training period planning and implementing and a focus on the benefits, different recording methods and communication using feedback

• Positive attitude - to remain when priorities and work patterns change, when dealing with challenging customers and conflict management. • Organisational objectives - include short and medium goals, can include company policies and objectives. • Needs - could include being helpful, friendly and maintaining a positive attitude.

SCORO 2.0

Removals Operative Criteria Knowledge Skills

How to plan jobs, and the importance of re-planning or amending jobs when customer needs or circumstances change, for example jobs being delayed, house sales falling through

Plan and re-plan accordingly when customer needs or circumstances change

What to consider when selecting packing materials appropriate to the job, for example items being moved (size, fragile/non-fragile items, prohibited/restricted items), current and final destinations (storage, retail, domestic or international) and type of job (import/export, household, libraries, commercial)

Select, prepare and use materials appropriate to the job efficiently and in a way which reduces waste, costs and environmental impact; taking into consideration the item(s) to be moved, their current and final destinations

How to prepare and use packing materials efficiently to reduce waste, costs to the organisation and environmental impact; understand the consequences of not using or disposing of these correctly

Follow appropriate processes for moving, handling and packing/unpacking items; move household, office and other furniture, goods and equipment into or out of new premises, storage or preparation for transit, both domestically and internationally Fully comply with current appropriate rules and regulation relating to the moving and handling of items; maintain the health, safety and security of people at all times

Moving, handling and packing processes for items such as: fragile items (for example mirrors, windows, paintings, antiques); non-fragile items; furniture and other large objects for example pianos, clocks, barometers, machinery) into or out of new premises, storage or preparation for transit, both domestically and internationally Moving, handling and packing processes for dealing with restricted or prohibited items (for example drugs, weapons, new goods, protected species) Safe use of equipment and machinery (such as manual handling equipment, vehicle and delivery systems) including where to find further information such as instructions or guidance; understands consequences of using them incorrectly

Use equipment and machinery safely; follow instructions and organisational policy in a safe and efficient manner to carry out work activities

The need for, and how to prepare relevant documentation, inventories and labelling for removals jobs, for example time sheet,

Prepare relevant documentation, inventories and labelling for removals jobs

SCORO 2.0

job sheet, waybill, bingo sheet, risk assessment, scope of works, customer feedback forms, insurance forms, quotation / acceptance The need for and how to prepare documentation and records relating to restricted or prohibited items

Processes for loading and unloading items into vehicles; containers; LCL, crates and lift vans; crates and boxes

Safely and efficiently load and unload items into and from (as appropriate to role) vehicles, containers, LCL, crates and lift vans, crates and boxes; use appropriate manual handling equipment or machinery where necessary

How to dismantle and/or reassemble furniture as required, including the use of appropriate tools and equipment where relevant

Safely and efficiently dismantle and/or reassemble furniture as required, including safe and efficient use of tools and equipment where relevant

Relevant and current regulation and legislation (including international where relevant to role) relating to the moving and handling of items, for example health and safety, country-specific prohibition or restrictions for moving certain items in or out, restrictions on goods relating to air freight and terrorism issues; and the individual and organisational consequences of not adhering to these

The changing consumer landscape, including changes to consumer protection and rights Basic IT applications and other relevant technology and systems, such as traffic monitoring, vehicle systems, payments, map reading, data recording fleet tracking and other related systems

Use basic IT systems appropriately and in line with organisational requirements, for example using emails and the internet; bar coding systems; records, checks and maintains data appropriate to the task

Other systems and processes relevant to their subsector (such as freight forwarding, data input, payments, international trade, and removal processes) which facilitate an effective and efficient service to customers

Knowledge and Behaviours test

Criteria covered in the knowledge and behaviours test

SCORO 2.0

RK1: Understand how to plan jobs RK2: Understand what to consider when selecting and using packing materials RK3: Understand how to prepare and use packing materials efficiently RK4: Understand moving, handling and packing processes RK5: Understand how to use equipment and machinery safely RK6: Understand how to prepare documentation for removals jobs RK7: Understand processes for loading and unloading RK8: Understand how to dismantle and /or reassemble furniture RK9: Understand relevant and current regulation and legislation relating to the moving and handling of items RK10: Understand the changing consumer landscape RK11: Understand basic IT applications and relevant technology and systems


Criteria covered in the practical assessment

RS1: Be able to plan and re-plan for a commercial removal job RS2: Be able to select, prepare and use materials efficiently RS3: Be able to move and handle items safely RS4: Be able to use machinery and equipment safely RS5: Be able to prepare documentation for removals jobs RS6: Be able to load and unload items safely and efficiently RS7: Be able to dismantle and/or reassemble furniture safely and efficiently RS8: Be able to use basic IT systems

Amplification and Guidance

SCORO 2.0

Packing materials o Dependent on:

current and final destinations for example storage, retail, domestic, international; and what is being moved for example size, fragile or non-fragile items, prohibited or restricted items.

o Packing materials shrink wrap cardboard, pallets, boxes, crates, bags, bubble wrap, polystyrene, packing paper, blankets (for furniture), packing tape,

foam wrap (electronics) o Benefits and consequences of using above materials

Costs (reduction or additional) Environmental impact Reusable packing materials / recycling

o Type of items to be removed fragile items include mirrors, windows, paintings, antiques as well as non-fragile items including furniture and other large items Hazardous items Perishable Valuables (jewellery, personal items)

Equipment and machinery o Vehicles / MHE

Lorries (LGV) Vans FLTs Hand pallet trucks Sack barrows

o Equipment accessories (slings, buckles, hoists, straps) o Receptacles

SCORO 2.0

Containers Full container load (FLC) / less than container load (LCL) Crates and lift vans

• Documentation: o Ensure that all documentation is prepared, suitable and ready to use for each job o Documentation can include:

inventories labelling risk assessments / safe systems of work / standard operating procedures scope of works customer feedback forms insurance forms quotation / acceptance timesheet job sheet waybill import / export documentation customs and excise declarations scheduling plan

• Regulation and legislation could include: o Manual Handling Operations Regulations o Health and Safety at Work, Etc, Act o The Road Transport (Working Time) (Amendment) Regulations o Controls of substances hazardous to health o Management of health and safety at work Act (risk assessments)

SCORO 2.0

o PUWER regulations o LOLER regulations o Bill of laden o Insurance o Ensure adequate training and supervision • IT applications and systems can include: o traffic management system (TMS) o bespoke software o vehicle systems (engine management system) o satellite navigation / GPS o data input o removal processes o vehicle tracking systems o goods tracking system i.e. Bar-coding systems, hand held scanners o communication systems. o maintaining data appropriate to the task o emails o Internet • Plan and replan o Replanning due to: o customer needs o collection or delivery times o changes in circumstances such as delays o changes to addresses o changes to routes o changes in job priorities

SCORO 2.0

o changes to vehicles

Distinction Criteria Practical Assessment

Distinction Criteria covered in the Practical Assessment

D1: Go above and beyond what is expected of their role, for example, demonstration of particularly fast, efficient and new ways of working and improved ways of working

D2: Demonstrate originality in the consistent, effective application of technical processes, resources, techniques and materials

D3: Complete tasks independently to a level that far exceeds the minimum standard with few or no errors

D4: Select and use appropriate skills and processes, justifying their choices

D5: Be able to challenge where appropriate and identify solutions rather than just problems or issues.

Amplification and Guidance • Above and beyond

o E.g. Use own initiative and shows wider awareness of the job role and implications of their actions • Justifying their choices

o Explaining why they’ve to come to that decision

SCORO 2.0


EPA-Kit

Section 5

Gateway

• How to prepare for gateway • Gateway readiness • Supply Chain Operator: Removals Operative Gateway Readiness

Report

SCORO 2.0

Gateway

How to prepare for gateway After apprentices have completed their on-programme learning they should be ready to pass through ‘gateway’ to their end-point assessment.

Gateway is a meeting that should be arranged between the apprentice, their employer and training provider to determine that the apprentice is ready to undertake their end-point assessment. The apprentice should prepare for this meeting by bringing along work-based evidence, including;

• customer feedback • recordings • manager statements • witness statements

As well as evidence from others, such as:

• mid and end-of-year performance reviews • feedback to show how they have met the apprenticeship standards while on-programme

In advance of gateway, apprentices will need to have:

• achieved Level 1 English • achieved Level 1 maths • taken Level 2 English test • taken Level 2 maths test

Therefore, apprentices should be advised by employers and providers to gather this evidence throughout their on-programme training. It is recommended that employers and providers complete regular checks and reviews of this evidence to ensure the apprentice is progressing and achieving the standards before the formal gateway meeting is arranged.

The meeting should last around an hour, during which the following form will be completed and agreed by all 3 parties. This form should then be submitted to Highfield to initiate the end-point assessment process.

SCORO 2.0

Supply Chain Operator: Removals Operative Gateway Readiness Report

(Standard Version: 2015; Assessment Plan Version: April 2016 STO258/AP01)

This employer and apprentice gateway readiness report has been designed to be used during the formal gateway meeting. This meeting and completion of the gateway readiness report must be completed on or after the apprenticeship on-programme end date and should be attended by the apprentice and the relevant people who have worked with the apprentice on-programme, such as the line manager/employer or mentor, the on-programme trainer/training provider and/or a senior manager (as appropriate to the business). During the meeting, the apprentice, employer and training provider will discuss the apprentice’s progress to date and confirm if the apprentice has met the full criteria of the apprenticeship standard during their on-programme training. This document should be used to log the outcomes of the meeting and can be submitted to the end-point assessment organisation as evidence of the apprentice’s readiness to enter the gateway and commence end-point assessment.

Please note: a copy of the standard should be made available to all attendees during the gateway meeting.

Reasonable adjustments and special considerations Highfield Assessment has measures in place for apprentices who require additional support. Please refer to the Highfield Assessment’s Reasonable Adjustments Policy for further information/guidance. ID requirements Highfield Assessment will need to ensure that the person undertaking an assessment is indeed the person they are claiming to be. All employers are therefore required to ensure that each apprentice has their identification with them on the day of the assessment so that the end-point assessor can check. Highfield Assessment will accept the following as proof of an apprentice’s identity:

• a valid passport (any nationality) • a signed UK photocard driving license • a valid warrant card issued by HM forces or the police • another photographic ID card, e.g. employee ID card, travel card, etc.

SCORO GRR 1.5

Supply Chain Operator: Removals Operative Gateway Readiness Report

Apprentice’s name: Apprentice’s job title:

Employer’s organisation: Training provider’s organisation:

Employer’s name: Training provider’s name

Employer’s job title: Training provider’s job title:

Office use: HA check

Apprenticeship start date: Apprenticeship on programme end date Min.duration

Standard title: Gateway meeting date: L2 Supply Chain Operator: Removals Operative

EPA start date: EPA End date:

Prerequisite requirements

Before the discussion takes place about the apprentice’s achievement of the standard, the apprentice must confirm to the employer that they have achieved any pre-requisite requirements:

Prerequisite requirement

Achieved by the apprentice? Y / N

Evidence Office use: HA check

Achieved L1 English

Achieved L1 maths

Attempted L2 English

Attempted L2 maths

HA First line sign off:

HA Second line sign off:

SCORO GRR 1.5

Achievement of the apprenticeship standard

The following table should be completed by the employer to log how the apprentice has met each of the standard subject areas. This can be discussed through Q&A, and/or the apprentice may present evidence that can be reviewed during the meeting to show their achievement of the different part of the standard. Following the Q&A and presentation of evidence, the employer should log this information in the table below along with their comments, and then make a judgement as to whether the apprentice has successfully achieved all the subject areas in the standard.

Apprenticeship standard review

Standard subject area Assessment ready? Y / N Comments

Supply Chain Operator - Core

Removals Operative

Gateway meeting outcome

Based on the information discussed and evidenced during the gateway meeting, which is documented in the tables above, the following outcome has been agreed:

Gateway meeting outcome

Has the apprentice successfully achieved all the criteria of the apprenticeship standard while on-programme?

Y / N If so, is the apprentice ready for end-point assessment?

Y / N

Should any parts of the gateway readiness not be complete, or answered ‘no’, then the apprentice is deemed not ready for end-point assessment and a period of additional training and preparation must take place. After the completion of this additional support the gateway readiness report must be completed again. For further support please contact your employer engagement officer at Highfield Assessment.

The apprentice is aware that during the end-point assessment some footage may be recorded and stored for quality assurance purposes using either video or audio equipment and gives their consent for this.

SCORO GRR 1.5

The decisions above have been agreed by the following parties. Declaration: By signing this form, the signatories below confirm that they understand and agree to the following:

1. The apprentice has completed the mandatory on-programme elements of the apprenticeship and is ready for end-point assessment with Highfield

2. That all evidence used within any assessment or presented to Highfield is the apprentice’s own work and does not infringe any third-party rights

3. The apprentice meets all Highfield’s and ESFA’s requirements, including that relating to eligibility to be put forward for end-point assessment

4. Highfield will not end-point assess any apprentices prior to the expiry of 372 days from the apprenticeship start date that is recorded on the ILR and this document (as per the ESFA’s requirements)

5. The apprentice has been on-programme for the minimum duration required by the ESFA and assessment plan (as referenced in 4 above)

6. The apprentice has achieved the minimum pre-requisite maths and English achievement (Level 1) and attempted the Level 2 as detailed in this document and on the Assessment Plan

In addition, it is agreed that, if they are successful, Highfield may apply to the ESFA for the apprenticeship certificate on the apprentice’s behalf. The undersigned also acknowledge and accept that, in the event that any of the above requirements are not met, Highfield will be unable to end-point assess the apprentice. Furthermore, in such circumstances Highfield may draw any defaults to the attention of the ESFA or any other relevant authority/organisation. Employer’s name: Employer’s signature: Date:

Training provider’s name: Training provider’s signature: Date:

Apprentice’s name: Apprentice’s signature: Date:

SCORO 2.0


EPA-Kit

Section 6

Assessment Summary

• Summary of assessment • Knowledge and Behaviours Test • Practical Assessment • Grading • Retake and resit information

SCORO 2.0

Assessment Summary

The end-point assessment for supply chain operator is made up of 2 components that can be taken in any order:

1. Knowledge and behaviours test consisting of 23 questions (carrying 25 marks) which has a 1-hour duration

2. Practical assessment, which has a 1-hour duration As an employer/training provider, you should agree a plan and schedule with the apprentice to ensure all assessment components can be completed effectively.

Each component of the end-point assessment will be assessed against the appropriate criteria laid out in this guide, which will be used to determine a grade for each individual component.

Knowledge and behaviours test

• To achieve a pass, apprentices must achieve 70% which equates to 17 out of 25 marks. • To achieve a distinction, apprentices must achieve 90% which equates to 22 out of 25 marks.

Practical assessment To achieve a pass in the practical assessment:

• all pass criteria should be covered To achieve a distinction in the practical assessment:

• all pass and 3 from 5 of the distinction criteria should be covered

SCORO 2.0

Grading

The overall grade for the apprentice is determined using the matrix below:

Knowledge and behaviours test

Practical assessment Overall outcome

Pass

Pass

Pass

Pass

Distinction

Pass

Distinction

Pass

Pass

Distinction

Distinction

Distinction

Retake and resit information

Should an apprentice fail 1 assessment activity on the first attempt, a resit should be scheduled as soon as the apprentice is ready, when practicable for the business and in line with the policies, practices and procedures of Highfield.

The resit is normally expected to take place after all the required assessments have been taken and the individual assessment results and overall apprenticeship result has been given to the apprentice.

Should an apprentice fail 2 activities, a period of further training and development lasting between 1 and 3 months must take place before a retake is scheduled. The decision on how much time is required is based on a discussion between the apprentice, their employer and end-point assessor.

Apprentices cannot resit in order to achieve a higher grade.

SCORO 2.0

Summary of end-point assessments

Knowledge and behaviours test Practical assessment 1-hour on test containing both multiple-choice

questions and short-answer questions.

Externally set and marked automatically by Highfield

Undertaken either on the employer’s premises

or off site.

1-hour practical assessment will be observed by an assessor who will make a judgement on

whether the apprentice is competence to carry out the practical aspects of their job role.

Where appropriate, the apprentices should be

observed by an assessor carrying out their everyday tasks. The assessor may ask questions

or use simulated scenarios to collect any evidence they have not been able to gather over the

course of the assessment, so no apprentices are disadvantaged by the nuances of their job role.

To pass, apprentices will achieve 70%.

To gain a distinction, apprentices must achieve 90%

Apprentices need to demonstrate the

necessary knowledge and behaviours required for their job role.

To pass, apprentices will achieve 70%.

To gain a distinction, apprentices must achieve 90%

Apprentices need to demonstrate competency in

the necessary skills required for their job role.

Apprentices will complete their tests away from the day to day pressures of work and in a ‘controlled’ environment, which may be on or

off the employers’ premises.

The practical assessment will be planned in conjunction with the apprentice and employer

and will be subject to internal and external quality assurance.

Observations must be planned in advance to allow for quality assurance activity

SCORO 2.0


EPA-Kit

Section 7

Assessing the Knowledge and Behaviours Test

• Knowledge and Behaviours Test - Guidance • Before the Assessment • Knowledge and Behaviours Test Criteria

SCORO 2.0

The Knowledge and Behaviours test - Guidance The following areas (knowledge and behaviours) of the supply chain operator: removal operative standard will be assessed by a 1-hour test consisting 23 questions with the pass mark being 70% (17 out of 25 marks) and a distinction mark being 90% (22 out of 25 marks). The topics covered within the test are listed below:

• Supply Chain Operator - Core • Removals operative

In each paper, questions will cover each of the areas above, however not every aspect of every area will be covered in every test.

Before the assessment

• Whist on-programme, the employer/training provider should brief the apprentice on the areas to be assessed by the on-demand test

• In readiness for end-point assessment, the apprentice should complete a sample test, this can

be found at the end of this section of the EPA Kit

Knowledge and Behaviours test criteria The following pages include the criteria that are covered by the knowledge and behaviours test consisting of multiple-choice and short-answer questions.

SCORO 2.0

Supply Chain Operator - Core Criteria

The apprentice will Criteria covered in the knowledge and behaviours test

Know and understand How to communicate effectively with customers/colleagues (including those working remotely, third party carriers, agencies and other organisations) appropriately in line with situation and organisational style/culture

CK1: Understand how to communicate effectively with colleagues

Know and understand the Importance of delivering excellent customer service to customers and colleagues, including identifying customer/colleague needs and responding appropriately in line with situation and organisational style/culture Know and understand the Structure of the industry, the methods and modes of transport

CK2: Understand the structure of the supply chain industry

Know and understand The roles available within the sector in general and in relation to their own career aspirations Know the Vision, objectives and brand of the organisation; the importance of organisation reputation and what can affect it

CK3: Understand opportunities in relation to their own career aspirations

CK4: Understand their own organisation

Understand How their own performance can contribute to organisational success and support or impact on others

CK5: Understand the impact of individual performance

Understand the Proposed and actual changes to systems, processes and technology used in the industry, particularly relating to own role; how to keep up to date with any changes in the systems, processes and technology that affect their role

CK6: Understand proposed and actual changes to systems, processes and technology

Know and understand How their role can affect their health and the need to maintain a level of fitness appropriate to the needs of their role

CK7: Understand how their role can affect their health

Demonstrate integrity, credibility, honesty and personal drive in

CB1: Be able to demonstrate integrity, credibility and honesty

SCORO 2.0



every aspect of their role; consistently embody the organisation’s values to promote and enhance brand reputation Take a positive interest in others and show a genuine interest in meeting the needs of others Demonstrate an approachable and friendly manner


Pay attention to the safe and effective use of equipment and machinery when carrying out activities


Strive to achieve the best results in all they do; maintain a positive attitude and approach to their work even when priorities and working patterns change

CB2: Be able to strive for the best results in all they do and maintain a positive attitude

Demonstrate pride in their own role through a consistently positive, professional approach with customers and members of wider team; constructively manage difficult situations with colleagues, always striving to achieve the best outcome for the organisation and wider team


Strive to meet organisational objectives at all times and demonstrate a belief in the services that the organisation offers

CB3: Be able to show a commitment to achieving all personal and organisational objectives

Take ownership and responsibility for their own safety and that of others at all times; do the right thing and report any issues or concerns to a relevant person


Demonstrate a commitment to achieving all personal and organisational objectives eg completing work, timekeeping, personal appearance and dress code


Show personal commitment to minimising the effect of work activities on the environment;


SCORO 2.0



make recommendations for improvement where relevant Embrace the use of relevant technology, systems and equipment – use it responsibly and take an interest in new developments that could support the organisation


Proactively drive their ongoing learning and development, and make recommendations for improvement where relevant


Take ownership for own performance and training, including demonstrating a keen interest in the industry


Use own initiative when needed to ensure that customer needs and expectations are met.

CB4: Be able to show a genuine interest in meeting the needs of others

Removals Operative Criteria


Know and understand How to plan jobs, and the importance of re-planning or amending jobs when customer needs or circumstances change, for example jobs being delayed, house sales falling through

RK1: Understand how to plan job

Understand What to consider when selecting packing materials appropriate to the job, for example items being moved (size, fragile/non-fragile items, prohibited/restricted items), current and final destinations (storage, retail, domestic or international) and type of job (import/export, household, libraries, commercial)

RK2: Understand what to consider when selecting and using packing materials

SCORO 2.0



Know and understand How to prepare and use packing materials efficiently to reduce waste, costs to the organisation and environmental impact; understand the consequences of not using or disposing of these correctly

RK3: Understand how to prepare and use packing materials efficiently

Know and understand Moving, handling and packing processes for items such as: fragile items (for example mirrors, windows, paintings, antiques); non-fragile items; furniture and other large objects for example pianos, clocks, barometers, machinery) into or out of new premises, storage or preparation for transit, both domestically and internationally

RK4: Understand moving, handling and packing processes

Know and understand Moving, handling and packing processes for dealing with restricted or prohibited items (for example drugs, weapons, new goods, protected species)

RK4: Understand moving, handling and packing processes

Know and understand Safe use of equipment and machinery (such as manual handling equipment, vehicle and delivery systems) including where to find further information such as instructions or guidance; understands consequences of using them incorrectly

RK5: Understand how to use equipment and machinery safely

Know and understand The need for, and how to prepare relevant documentation, inventories and labelling for removals jobs, for example time sheet, job sheet, waybill, bingo sheet, risk assessment, scope of works, customer feedback

RK6: Understand how to prepare documentation for removals jobs

SCORO 2.0



forms, insurance forms, quotation / acceptance Understand The need for and how to prepare documentation and records relating to restricted or prohibited items

RK6: Understand how to prepare documentation for removals jobs

Know and understand the Processes for loading and unloading items into vehicles; containers; LCL, crates and lift vans; crates and boxes

RK7: Understand processes for loading and unloading

Know and understand How to dismantle and/or reassemble furniture as required, including the use of appropriate tools and equipment where relevant

RK8: Understand how to dismantle and /or reassemble furniture

Know and understand Relevant and current regulation and legislation (including international where relevant to role) relating to the moving and handling of items, for example health and safety, country-specific prohibition or restrictions for moving certain items in or out, restrictions on goods relating to air freight and terrorism issues; and the individual and organisational consequences of not adhering to these

RK9: Understand relevant and current regulation and legislation relating to the moving and handling of items

Know and understand The changing consumer landscape, including changes to consumer protection and rights

RK10: Understand the changing consumer landscape

Know and understand Basic IT applications and other relevant technology and systems, such as traffic monitoring, vehicle systems, payments, map reading, data recording fleet

RK11: Understand basic IT applications and relevant technology and systems

SCORO 2.0



tracking and other related systems Know and understand Other systems and processes relevant to their subsector (such as freight forwarding, data input, payments, international trade, and removal processes) which facilitate an effective and efficient service to customers

RK11: Understand basic IT applications and relevant technology and systems

SCORO 2.0


EPA-Kit

Section 8

Assessing the Practical Assessment

• Practical Assessment - Guidance • Before the Assessment • Employers/training providers should • The Practical Assessment - Mock Assessment • Practical Assessment Criteria

SCORO 2.0

The Practical Assessment – Guidance

The end-point assessment plan states that the practical assessment should be approximately 1 hour, will be pre-planned and scheduled at a time when the apprentice will be in their normal place of work. The end-point assessor and will carry out the practical assessment which should enable the apprentice to evidence their skills, knowledge and behaviour from across these standards to demonstrate genuine and demanding work objectives. Examples of observed practice include handling a general enquiry, dealing with a customer complaint or a need for further information or detail.

Before the assessment • Employers/training providers should plan a relevant assessment activity, or series of activities,

that provide the apprentice with the opportunity to demonstrate each of the required standards outlined in the following pages. The practical assessment activities should provide the apprentice with opportunities to:

o deliver excellent customer service o communicate with customer and colleagues o demonstrate safe moving and handling o work effectively in a team o adapt to new technology o plan/re-plan jobs o select, prepare and use materials o move and handle items o use machinery and equipment o prepare documentation o load and unload items o dismantle/re-assemble furniture o use basic IT systems

During the practical assessment, where possible, situations and evidence should be naturally occurring, however, to ensure that all criteria can be covered, some simulation will be allowed to ensure total coverage of the standards. This can be arranged before the assessment takes place to give the best opportunity for all criteria to be met.

SCORO 2.0

Aim for a Distinction In order for the apprentice to give themselves the best chance of achieving a distinction. The apprentice should prepare themselves as best as they can by making sure they sell themselves to the assessor. The apprentice needs to demonstrate going ‘over and above’ in their role, making sure they explain things to their assessor, particularly to show keenness in the sector and justifying their choices and decision making.

Employers/training providers should:

• ensure the apprentice knows the date, time and location of the assessment • brief the apprentice on the activities to be carried out and the duration of the assessment • ensure the apprentice knows which criteria will be assessed (outlined on the following pages) • encourage the apprentice to reflect on their experience and learning on-programme to

understand what is required to meet the standard • be prepared to provide clarification to the apprentice, and signpost them to relevant parts of

their on-programme experience in preparation for their assessment

It is suggested that a mock assessment is carried out by the apprentice in advance of the end-point assessment with the training provider/employer giving feedback on any areas for improvement. Apprentices will be marked against the pass and distinction criteria included in the tables on the following pages. Apprentices meeting all pass criteria will be awarded a pass, if all pass and all distinction criteria are met, then the result will be a distinction.

SCORO 2.0

The Practical Assessment - Mock Assessment It is the employer/training provider’s responsibility to prepare apprentices for their end-point assessment, and Highfield recommend that the apprentice experiences a mock practical assessment in preparation for the real thing. The most appropriate form of mock assessment will depend on the apprentice’s setting and the resources available at the time. In designing a mock assessment, the employer/training provider should include the following elements in its planning:

• the mock assessment should take place in a real workplace, or a realistic simulation if the real workplace does not present all the required assessment opportunities

• the participation of other personnel to play the parts of customers and team members o It is strongly recommended that the mock assessment has been practiced beforehand

and all personnel involved are properly briefed on their roles o The roles should provide the opportunity for the apprentice to demonstrate both the

“pass” level and the “distinction” level criteria • a 1-hour time slot should be available for the complete practical assessment, if it is intended to

be a complete mock assessment covering all relevant standards. However, this time may be split up to allow for progressive learning

• consider a video recording of the mock assessment, and allow the it to be observed by other apprentices, especially if it is not practicable for the employer/training provider to carry out a separate mock assessment with each apprentice

• ensure that the apprentice’s performance is assessed by a competent trainer/assessor, and that feedback is shared with the apprentice to complete the learning experience. The mock assessment sheets later in this guide may be used for this purpose.

Practical assessment criteria

During the practical assessment, which will last for approximately 1 hour, the following standards should be evidenced. Apprentices should prepare for the practical assessment by considering how the criteria can be met. The apprentice can only achieve a distinction by covering all pass and 3 from 5 of the distinction criteria listed.

SCORO 2.0

Criteria covered in the Practical Assessment

Supply Chain Operator - Core CS1: Be able to deliver excellent customer service CS2: Be able to communicate effectively with customers and colleagues in line with organisational

standards CS3: Be able to demonstrate safe moving and handling of different objects CS4: Be able to work effectively in a team CS5: Be able to adapt to new technology

Removals Operative

RS1: Be able to plan and re-plan for a commercial removal job

RS2: Be able to select, prepare and use materials efficiently

RS3: Be able to move and handle items safely

RS4: Be able to use machinery and equipment safely

RS5: Be able to prepare documentation for removals jobs

RS6: Be able to load and unload items safely and efficiently

RS7: Be able to dismantle and/or reassemble furniture safely and efficiently

RS8: Be able to use basic IT systems

Distinction Criteria






SCORO 2.0


EPA-Kit

Section 9

Mock Knowledge and Behaviours Test & Mark Scheme

Highfield Assessment

27 February 2019 EPA-SCORM-MOCK © 2019 Highfield Awarding Body for Compliance Limited

Highfield EXAMINATIONHighfield EXAMINATION

We listen and respondWe listen and respond

D

Food Safety in Manufacturing

The seal on this examination paper must only be broken by the candidate at the time of the examination.

Under no circumstances should a candidate use an unsealed examination paper.

Paper Code: FSM3009

Information for registered centres

Information for candidates

Under no circumstances should you the candidate use an unsealed examination paper.

This examination consists of 45 multiple-choice questions. The minimum pass mark is 27 correct answers.

Candidates will achieve a DISTINCTION if they correctly answer 36 or more of the 45 questions.

The duration of this examination is 90 minutes.

You are NOT allowed any assistance to complete the answers.

You must use a pencil to complete the answer sheet - pens must NOT be used.

When completed, please leave the Examination Answer Sheet (EAS) on the desk.

EXAMINATION ANSWER SHEET (EAS) INSTRUCTIONS:

For each question, fill in ONE answer ONLY.

If you make a mistake ensure you erase it thoroughly.

You must mark your choice of answer by shading in ONE answer circle only.

Please mark each choice like this:

All candidates MUST sign the Examination Answer Sheet (EAS) in the bottomright-hand corner of the page before leaving the examination room.

ANSWER COMPLETED CORRECTLY

DO NOT partially shade the answer circleANSWER COMPLETED INCORRECTLY

Examples of how NOT to mark your Examination Answer Sheet (EAS). These will not be recorded.

DO NOT use ticks or crossesANSWER COMPLETED INCORRECTLY

DO NOT use circlesANSWER COMPLETED INCORRECTLY

DO NOT shade over more than one answer circleANSWER COMPLETED INCORRECTLY

01 A B C

01 A B C

D01 A B C

D01 A B C

D01 A B C

3 7

3Level

3Level

©Highfield 201730 June 2017 FSM3009©Highfield 201730 June 2017 FSM3009

Highfield QualificationsHighfield House

Heavens WalkLakeside

DoncasterSouth Yorkshire

DN4 5HZUnited Kingdom

Tel: +44 0845 2260350 Tel: +44 01302 363277 Fax: +44 0845 2260360 Fax: +44 01302 [email protected] www.highfieldabc.com

A/615/8169

Paper Code: EPA-SCORM-MOCK 2LevelSupply Chain Removals Operative EPA Knowledge and Behaviours Test

Information for registered Centres

The seal on this examination paper must only be broken by the learner at the time of the examination. Under no circumstances should a learner use an unsealed examination paper.

Information for candidates

Under no circumstances should you the candidate use an unsealed examination paper.The duration of this examination is 60 minutes and contains both multiple-choice examination and short-answer questions. This examination consists of 23 questions worth a total of 25 marks, with the pass mark being 17 and the distinction mark being 22 marks. You are NOT allowed any assistance to complete the answers.When completed, please leave the Examination Answer Sheet (EAS) on the desk.

EXAMINATION ANSWER SHEET (EAS) INSTRUCTIONS:Multiple Choice Questions (MCQs)How to complete the examination answer sheet (EAS):• Please use a pencil to complete the multiple-choice examination questions• Please select only one answer (A, B, C or D) per question• Any mistakes must be thoroughly erased

All candidates MUST sign the Examination Answer Sheet (EAS) in the bottomright-hand corner of the page before leaving the examination room.

Short-answer questions Please read the examination questions and clearly write your response in the boxes provided.You may use pencil or pen for this section.



You should communicate with an unhappy colleague by speaking:

A. clearly and in a way that can be understood

B. assertively and as loudly as possible

C. briefly and as quickly as possible

D. quietly and in a reserved manner

The most appropriate way to enhance the company’s brand is to:

A. recruit a brand ambassador

B. communicate the brand values

C. build the brand on social media

D. review the company’s brand logo

Which of the following provides logistics services as an intermediary between the shipper and the carrier?

A. Consignee

B. Freight forwarder

C. Inland carrier

D. Shipper-carrier

The impact of your performance is measured by:

A. social media

B. team briefings

C. appraisals

D. colleagues

When planning your career development, you should:

A. wait for your appraisal

B. reflect on missed opportunities

C. apply for as many varied jobs as possible

D. identify areas for improvement

The most likely reason for a change to be made to a process is:

A. a near miss

B. a change in management

C. to increase costs

D. loss of jobs

4

1 5

2 6

3

Page 2

KnowledgeSection One - Multiple-Choice Questions

Commercial vehicle drivers have a higher risk of sleep-related accidents between the hours of: A. 6am - 8am

B. 3pm - 7pm

C. 2am - 7am

D. 8pm - 10pm

7

When planning a job it is most important to consider:

A. any traffic restrictions along the route

B. the location of the warehouse

C. layby locations to schedule breaks

D. all weather conditions when transporting the load

8



The best example of a fragile item is a:

A. metal vase

B. hallway mirror

C. filing cabinet

D. vintage chest of drawers

The most important reason to understand how to prepare and use the different types of packaging materials to:

A. protect the load

B. comply with legislation

C. protect the company

D. provide excellent customer service

The main pieces of legislation that cover the use of equipment for handling and moving goods is: A. RIDDOR and PUWER

B. COSHH and RIDDOR

C. LOLER and COSHH

D. PUWER and LOLER

The most appropriate piece of equipment to use when moving a large load is a:

A. pallet truck

B. trolley

C. forklift

D. side loader

10

11

12

9

Page 3

The most important factor to consider before using equipment or machinery is that:

A. everyone knows how to use it

B. it is checked after use

C. it is easy to use

D. it has been checked before use

13

The removal operator must handle and move goods safely as it:

A. helps to prevent injuries

B. is the right thing to do

C. reduces stock loss

D. is part of their role

14

15

The document that is most likely to be used to track goods is:

A. a risk assessment

B. an inventory

C. an observation form

D. a job sheet

16

A box containing antiques has fallen with 1 item breaking. You should:

A. inform your colleagues

B. carry on as if nothing has happened

C. report it to your manager

D. arrange to have it fixed



17

18

Page 4

The most appropriate procedures to follow when dismantling and re-assembling furniture are:

A. management’s instructions

B. manufacturer’s instructions

C. the health and safety policies

D. the customer’s requirements

The best description for the characteristics of items that will be moved and handled are:

A. short, long and likely to bend

B. short, heavy and delicate

C. heavy, light and awkward to hold

D. fragile, non-fragile and restricted

19

Safety processes for moving and handling are regulated by the:

A. Control of Substances Hazardous to Health Regulations

B. Reporting of Injuries, Diseases and Dangerous Occurrences Regulations

C. Health and Safety at Work etc. Act

D. Provision and Use of Work Equipment Regulations

20

A customer approaches you with a request during a busy removal. The correct course of action is to:

A. make eye contact, listen and inform your supervisor

B. carry on working and avoid the customer

C. listen and then continue working

D. immediately direct them to the supervisor

21

Technology that is of best use to a removal operative is a:

A. computer

B. mobile phone

C. tablet

D. hand-held scanner



Two of your colleagues have been having small disagreements over the last few weeks, as each believes that the other isn’t ‘pulling their weight’ during busy periods. The situation has deteriorated into conflict and they have started to argue while on shift. Both look to you for help to resolve the situation.

Give 1 example of how you could address the situation. Give 1 example of how to ensure that both of your colleagues are happy.

(2 marks)

22

23

BehavioursSection Two - Short-Answer Questions

As part of your recent appraisal and personal development plan, you have reluctantly agreed to taking an evening course in effective team-working skills. The course is 1 evening per week, over 6 weeks, with additional coursework. After a tough day at work, you need to go home, change quickly and leave again for college. You have a headache and do not feel like going for what could be another long 3 hours of concentration and study.

Give 2 examples of the actions you could take to help you through this evening and the remainder of the course.

(2 marks)

Page 5



Page 6



Page 7



Highfield AssessmentHighfield House

Heavens WalkLakeside

DoncasterSouth Yorkshire

DN4 5HZUnited Kingdom

Tel: +44 0845 2260350 Tel: +44 01302 363277 Fax: +44 0845 2260360 Fax: +44 01302 739144

[email protected] www.highfieldassessment.com2Level

SCORO 2.0

Mock Test – M-EPA-SCOROMOCK Mark Scheme

Answers for the test M-EPA-SCOROMOCK on the previous pages are:

Multiple-choice questions:

Question Correct answer

Topic Question Correct answer

Topic

1 A CK1 8 A RK1 2 B CK2 9 D RK9 3 D CK3 10 B RK2 4 B CK4 11 A RK3 5 C CK5 12 C RK4 6 A CK6 13 D RK5 7 C CK7 14 A RK5

Question Correct answer

Topic

15 B RK6 16 C RK7 17 B RK8 18 D RK1 19 C RK9 20 B RK10 21 D RK11

Short-answer questions

Question Two of your colleagues have been having small disagreements over the last few weeks, as each believes that the other isn't 'pulling their weight' during busy periods. The situation has deteriorated into conflict and they have started to argue while on shift. Both look to you for help to resolve the situation. Give 1 example of how you could address the situation Give 1 example of how to ensure that both of your colleagues are happy (2 marks).

• Give both colleagues the opportunity to have their say, without making comment or ‘taking sides’

• Listen carefully and ask questions to make sure you understand each person’s point of view. • Take some time, carefully consider what you have heard, before responding as honestly as

possible, and considering the feelings of both colleagues.

SCORO 2.0

Question As part of your recent appraisal and personal development plan, you have reluctantly agreed to taking an evening course in effective team-working skills. The course is 1 evening per week, over 6 weeks, with additional coursework. After a tough day at work, you need to go home, change quickly and leave again for college. You have a headache and do not feel like going for what could be another long 3 hours of concentration and study. Give 2 examples of the actions you could take to help you through this evening and the remainder of the course (2 marks).

• Go straight to the college from work, leaving time to relax and prepare mentally for the course

• Offer to use half day’s holidays on the afternoons of the course to help you prepare and get the most from it.

• Commit another half day, each weekend for the duration of the course to complete the coursework in a timely manner.

Total Mark /25

Overall Pass/Fail

SCORO 2.0


EPA-Kit

Section 10

Mock Assessment Materials

SCORO 2.0

Mock Assessment Documentation

The following pages contain documentation that may be used for employer/training providers to carry out ‘mock’ assessments for the practical assessment.

SCORO 2.0

Core

Ref Assessment Criteria Practical Assessment

CS1: Be able to deliver excellent customer service CS2: Be able to communicate effectively with customers and colleagues in line with

organisational standards

CS3: Be able to demonstrate safe moving and handling of different objects CS4: Be able to work effectively in a team CS5: Be able to adapt to new technology

Removals operative

Ref Assessment Criteria Practical Assessment

RS1: Be able to plan and re-plan for a commercial removal job RS2: Be able to select, prepare and use materials efficiently RS3: Be able to move and handle items safely RS4: Be able to use machinery and equipment safely RS5: Be able to prepare documentation for removals jobs RS6: Be able to load and unload items safely and efficiently RS7: Be able to dismantle and/or reassemble furniture safely and efficiently RS8: Be able to use basic IT systems

Ref Distinction Criteria – Practical Driving Assessment Practical Assessment






The apprentice can only achieve a distinction by covering all pass and 3 from 5 of the distinction criteria listed.

SCORO 2.0


EPA-Kit

Section 11

Hints and Tips to Support Assessment Performance