SVQ2 in Housekeeping at SCQF Level 5 Candidate Logbook

SVQ May 2013 Issue 2

Pearson Education Ltd is one of the UK’s largest awarding organisations, offering academic and vocational qualifications and testing to schools, colleges, employers and other places of learning, both in the UK and internationally. Qualifications offered include GCSE, AS and A Level, S/NVQ and our BTEC suite of vocational qualifications, ranging from Entry Level to BTEC Higher National Diplomas. Pearson Education Ltd administers work-based qualifications.

Through initiatives such as onscreen marking and administration, Pearson is leading the way in using technology to modernise educational assessment, and to support teachers and learners.

This specification is Issue 2. We will inform centres of any changes to this issue. The latest issue can be found on the Edexcel website: www.edexcel.com

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

Authorised by Martin Stretton Prepared by Paul Webster

Publications Code N029529

All the material in this publication is copyright © Pearson Education Limited 2013

Contents

Section 1: SVQ2 in Housekeeping at SCQF at Housekeeping Level 5 1

Introduction 1

National Occupational Standards and SVQs 1

Which SVQ in Housekeeping is available? 1

Who is this SVQ for? 1

What is the structure of the SVQ2 in Housekeeping at SCQF Level 5 2

Section 2: Examples of forms 5

Collecting your evidence 5

Example form 1 — Portfolio title page 7

Example form 2 — Personal profile 9

Example form 3 — Contents checklist 11

Example form 4 — Index of evidence 13

Example form 5 — Unit assessment plan 15

Example form 6 — Unit sign-off record 17

Example form 7 — Work Log 19

Example form 8 — Observation record 21

Example form 9 — Witness testimony 23

Example form 10 — Expert witness evidence record 25

Example form 11 — Record of questions and candidate’s answers 27

Section 3: Logbook 29

Mandatory units 31 Unit 1: Maintain a safe, hygienic and secure working environment 33

Unit 2: Work effectively as part of a hospitality team 49

Unit 3: Clean and service a range of areas 67

Optional units 89 Unit 4: Collect linen and make beds 91

Unit 5: Clean windows from the inside 107

Unit 6: Carry out periodic room servicing and deep cleaning 123

Unit 7: Work using different chemicals and equipment 141

Unit 8: Maintain housekeeping supplies 163

Unit 9: Clean, maintain and protect hard floors 179

Unit 10: Clean and maintain soft floors and furnishings 199

Unit 11: Provide a linen service 213

Unit 12: Give customers a positive impression of yourself and your organisation 229

Unit 13: Deal with customers across a language divide 253

Unit 14: Maintain customer service through effective handover 271

Annexe A 287  

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Section 1: SVQ2 in Housekeeping at SCQF at Housekeeping Level 5

Introduction

This document contains information specific to the SVQ2 in Housekeeping at SCQF Level 5.

National Occupational Standards and SVQs

The standards, Assessment Strategy and qualification structures for hospitality are owned by People 1st Sector Skills Council, who reviewed these National Occupational Standards. The SVQs have been developed from the National Occupational Standards.

The SVQ2 in Housekeeping at SCQF Level 5 gives recognition of candidates’ skills, knowledge and understanding. It allows candidates to gain a qualification in the workplace that relates to their job and promotes good working practice.

You can contact the Sector Skills Council (SSC) at:

People 1st

2nd Floor, Armstrong House 38 Market Square Uxbridge UB8 1LH

Telephone: 01895 817000 Website: www.people1st.co.uk

SVQs are designed to be assessed in the workplace, or in conditions resembling the workplace. However, simulation of real working practice might be permitted. Where this is allowed it will be shown in the individual units, within the standards that are in this logbook.

Simulation must be carried out in conditions resembling the workplace. These conditions are described as being a ‘realistic working environment’ (RWE).

Which SVQ in Housekeeping is available?

SVQ2 in Housekeeping at SCQF Level 5

Who is this SVQ for?

This course is most suitable for staff working as housekeepers or cleaning staff in small hotels, guest houses, B&Bs, care homes or other private residential establishments.

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What is the structure of the SVQ2 in Housekeeping at SCQF Level 5

To achieve the whole qualification at Level 5, you must prove competence in all three mandatory units and seven optional units.

For health and safety reasons, it is strongly recommended that candidates complete Unit 2HK2/10 – ‘Work using different chemicals and equipment’.

Mandatory units for the SVQ2 in Housekeeping at SCQF Level 5

You must achieve all of the units listed below:

Unit number

Unit code Title Unit credit

SCQF level

1 1Gen1/09 Maintain a safe, hygienic and secure working environment

3 4

2 1Gen4/09 Work effectively as part of a hospitality team

3 4

3 2HK1/10 Clean and service a range of areas 3 5

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Optional units for the SVQ2 in Housekeeping at SCQF Level 5

You must achieve seven of the units listed below:

Unit number

Unit code Title Unit credit

SCQF level

4 1HK1/10 Collect linen and make beds 3 4

5 1HK2/10 Clean windows from the inside 2 4

6 2HK7/10 Carry out periodic room servicing and deep cleaning

3 5

7 2HK2/10 Work using different chemicals and equipment

4 5

8 2HK3/10 Maintain housekeeping supplies 3 5

9 2HK4/10 Clean, maintain and protect hard floors (Asset Skills)

4 5

10 2HK5/10 Clean and maintain soft floors and furnishings (Asset Skills)

4 5

11 2HK6/10 Provide a linen service 3 5

12 2GEN1/10 Give customers a positive impression of yourself and your organisation (ICS)

5 5

13 2GEN7/10 Deal with customers across a language divide (ICS)

8 5

14 2GEN8/10 Maintain customer service through effective handover (ICS)

4 5

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Section 2: Examples of forms

Collecting your evidence

This section contains examples of the forms you, your assessor and the internal verifier will use while you are undertaking your SVQ2 in Housekeeping at SCQF Level 5.

The forms are:

Form 1: Portfolio title page

Form 2: Personal profile

Form 3: Contents checklist

Form 4: Index of evidence

Form 5: Unit assessment plan

Form 6: Unit sign-off record

Form 7: Work log

Form 8: Observation record

Form 9: Witness testimony

Form 10: Expert witness evidence record

Form 11: Record of questions and candidate’s answers.

You should ask your assessor for further advice and support if you are still unsure about how to use the forms and who should complete them.

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Example form 1 — Portfolio title page

Name:

Job title:

Name of employer/training provider/college:

Their address: Postcode:

Telephone number (Home): (Work):

Email address: Fax number:

SVQ: Level:

Units submitted for assessment:

Mentor/Supervisor: (Please provide details of mentor’s/supervisor’s experience):

Assessor: Date:

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Example form 2 — Personal profile

Name:

Address: Postcode:

Telephone number (Home): (Work):

Email address: Fax number:

Job title:

Relevant experience

Description of your current job:

Previous work experience or attach copy of a current CV:

Qualifications and training and/or attach copy of a current CV:

continued overleaf…

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Voluntary work/interests:

Name of employer/training provider/college:

Address: Postcode:

Telephone number (work): Fax number:

Email address:

Type of business, if employer:

Number of staff:

Structure of organisation (including chart or diagram if available):

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Example form 3 — Contents checklist

SVQ title:

Candidate:

Completed? Page/section number

Title page for the portfolio

Personal profile

your own personal details

a brief CV or career profile

description of your job

information about your employer/training provider/college

Summary of the units

Completed units

signed by yourself, your assessor and the internal verifier (where relevant)

reference numbers included

unit assessment plans

Unit progress records

Index of evidence (with cross-referencing information completed)

Evidence (with reference numbers)

observation records

details of witnesses (witness testimony sheets)

personal statements

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Example form 4 — Index of evidence

SVQ title and level:

Candidate:

Units/elements evidence links to (give specific numbers, eg 5.2.1)

Evidence number

Description of evidence Included in portfolio (Yes/No) If No, state location

Internal verifier signature and date of sampling

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Example form 5 — Unit assessment plan

SVQ title:

Unit:

Candidate: Assessor:

Normal working activities performed

Typical evidence

Work area Expected completion date

Links to other units/elements

Element:

Element:

Element:

Activities needing to be performed

Element:

Element:

Element:

Additional comments

Assessor’s signature: Date:

Candidate’s signature: Date:

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Example form 6 — Unit sign-off record

SVQ title and level:

Candidate:

Assessor:

To achieve the whole qualification, you must prove competence in all three mandatory units and seven optional units.

Unit checklist: list here the units you will be undertaking, then circle the reference number of each unit as you complete it.

Mandatory

Optional

Mandatory units

Unit number Title Assessor’s signature

Date

continued overleaf…

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Optional units

Unit number Title Assessor’s signature

Date

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Example form 7 — Work Log

SVQ title and level:

Unit/element(s):

Candidate:

Purpose of statement:

Evidence index number:

Date Evidence index number

Details of statement Links to other evidence (enter numbers)

Units, elements and PCs covered

Candidate’s signature: Date:

Assessor’s signature: Date:

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Example form 8 — Observation record

SVQ title and level:

Unit/element(s):

Candidate: Date of observation:

Evidence index number:

Skills/activities observed: PCs and range covered:

Knowledge and understanding apparent from this observation:

Other units/elements to which this evidence may contribute:

Assessor comments and feedback to candidate:

I can confirm the candidate’s performance was satisfactory.

Assessor’s signature: Date:

Candidate’s signature: Date:

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Example form 9 — Witness testimony

SVQ title and level:

Candidate name:

Evidence index number:

Where applicable, evidence number to which this testimony relates:

Unit:

Element(s):

Range:

Date of evidence:

Witness name:

Relationship to candidate:

Details of testimony:

I can confirm the candidate’s evidence is authentic and accurate.

Witness signature:

Name: Date:

Contact telephone number:

Please tick () the appropriate box.

Qualified as an assessor for workplace performance

Familiar with the SVQ standards to which the candidate is working

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Example form 10 — Expert witness evidence record

SVQ title and level:

Candidate name:

Evidence index number:

Where applicable, evidence number to which this testimony relates:

Unit:

Element(s):

Date of evidence:

Expert witness name:

Relationship to candidate:

Details of testimony:

I can confirm the candidate’s evidence is authentic and accurate.

Expert witness signature:

Name: Date:

Contact telephone number:

Please tick () the appropriate box.

Qualified as an assessor for workplace performance

Relevant professional work role that involves evaluating everyday staff practice

Current expertise

Familiar with the SVQ standards to which the candidate is working

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Example form 11 — Record of questions and candidate’s answers

SVQ title and level:

Candidate name:

Unit: Element(s):

Evidence index number:

Circumstances of assessment:

List of questions and candidate’s responses:

Q: A:

Q: A:

Assessor’s signature: Date:

Candidate’s signature: Date:

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Section 3: Logbook

Page number

Mandatory units 31

Unit 1: Maintain a safe, hygienic and secure working environment 33

Unit 2: Work effectively as part of a hospitality team 49

Unit 3: Clean and service a range of areas 67

Optional units 89

Unit 4: Collect linen and make beds 91

Unit 5: Clean windows from the inside 107

Unit 6: Carry out periodic room servicing and deep cleaning 123

Unit 7: Work using different chemicals and equipment 141

Unit 8: Maintain housekeeping supplies 163

Unit 9: Clean, maintain and protect hard floors 179

Unit 10: Clean and maintain soft floors and furnishings 199

Unit 11: Provide a linen service 213

Unit 12: Give customers a positive impression of yourself and your organisation 229

Unit 13: Deal with customers across a language divide 253

Unit 14: Maintain customer service through effective handover 271

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Mandatory units

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Unit 1: Maintain a safe, hygienic and secure working environment

Unit code: 1GEN1/09

Unit credit: 3

SCQF Unit level: 4

Introduction

This unit is about basic health, hygiene, safety and security. This includes maintaining a clean and hygienic personal appearance, getting any cuts and grazes treated, and reporting illnesses and infections. The unit also covers safety and security in your workplace — helping to spot and deal with hazards and following emergency procedures when necessary.

This unit links to all of the units in the hospitality suite of occupational standards.

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What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

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giv

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evid

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to d

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your

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each

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Typ

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Date

For

the

whol

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K1

Your

resp

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bili

ties

under

the

Hea

lth a

nd S

afet

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Work

Act

K2

Why

it is

import

ant

to w

ork

in a

hea

lthy,

saf

e an

d h

ygie

nic

way

K3

Wher

e yo

u c

an g

et info

rmat

ion a

bout

hea

lth,

hyg

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and s

afet

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you

r w

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men

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9.1

Mai

nta

in p

erso

nal

hea

lth a

nd h

ygie

ne

K4

Gen

eral

rule

s on h

ygie

ne

that

you m

ust

follo

w

K5

Why

corr

ect

cloth

ing,

footw

ear

and h

eadgea

r sh

ould

be

wor

n a

t al

l tim

es

K6

Why

it is

import

ant

to m

ainta

in g

ood p

erso

nal

hyg

iene

K7

What

you s

hould

do if yo

u h

ave

cuts

, gra

zes

and w

ounds

and w

hy

it is

import

ant

For

Ele

men

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1/0

9.2

Hel

p t

o m

ainta

in a

hyg

ienic

, sa

fe a

nd s

ecure

work

pla

ce

K8

The

types

of

haz

ards

that

you m

ay fin

d in y

our

work

pla

ce a

nd h

ow

to d

eal w

ith t

hes

e co

rrec

tly

K9

Haz

ards

you c

an d

eal w

ith y

ours

elf

and h

azar

ds

that

you m

ust

rep

ort

to s

om

eone

else

K10

How

to w

arn o

ther

peo

ple

about

haz

ards

and w

hy

this

is

import

ant

K11

Why

you s

hould

rep

ort

acc

iden

ts a

nd n

ear

acci

den

ts a

nd w

ho y

ou s

hould

rep

ort

thes

e to

K12

Typ

es o

f em

ergen

cies

that

may

hap

pen

in y

our

work

pla

ce a

nd h

ow

to

dea

l w

ith t

hes

e

K13

Wher

e to

fin

d first

-aid

equip

men

t an

d w

ho t

he

regis

tere

d f

irst

-aid

er is

in y

our

work

pla

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K14

Saf

e lif

ting a

nd h

andlin

g t

echniq

ues

that

you

must

follo

w

K15

Oth

er w

ays

of

work

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afel

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at a

re r

elev

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to y

our

job a

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hy

thes

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port

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org

anis

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articu

lar

for

fire

, an

d h

ow

you

shou

ld f

ollo

w

thes

e

K17

The

poss

ible

cau

ses

of fire

in y

our

work

pla

ce

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Kn

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Typ

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K18

What

you c

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inim

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the

risk

of

fire

K19

Wher

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fin

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alar

ms

and h

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to s

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hem

off

K20

Why

you s

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K21

Why

it is

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K22

Your

org

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sec

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pro

cedure

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hy

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K23

The

corr

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Why

it is

import

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to r

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all

usu

al/n

on-r

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inci

den

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o t

he

appro

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son

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Ad

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al evid

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if a

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):

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W

T =

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RP

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I co

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evid

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):_____________________________________

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I co

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Inte

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D

ate:

___________________

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Elem

ent

1G

EN1/0

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Main

tain

pers

on

al h

ealt

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nd

hyg

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What

you

must

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To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Wea

r cl

ean,

smar

t an

d a

ppro

priat

e cl

oth

ing,

footw

ear

and

hea

dgea

r

2

Kee

p y

our

hai

r nea

t an

d t

idy

and

wea

r it in lin

e w

ith

your

org

anis

atio

n’s

st

andar

ds

3

Mak

e su

re a

ny

jew

elle

ry,

per

fum

e an

d c

osm

etic

s yo

u

wea

r ar

e in

lin

e w

ith

your

org

anis

atio

n’s

st

andar

ds

N029529 —

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2013

39

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

4

Get

any

cuts

, gra

zes

and w

ounds

trea

ted b

y th

e pro

per

per

son

5

Rep

ort

illn

ess

and

infe

ctio

ns

pro

mptly

to

the

pro

per

per

son

N029529 —

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2013 ©

Pea

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tion L

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40

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

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vel 5 —

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e 2 —

May

2013 ©

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tion L

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2013

41

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

42

Element 1GEN1/09.2

Help to maintain a hygienic, safe and secure workplace

What you must cover

C1 — Hazards (at least one from the following)

a) relating to equipment

b) relating to areas where you work

c) relating to personal clothing

C2 — Ways of dealing with hazards (at least one from the following)

a) putting them right yourself

b) reporting them to appropriate colleagues

c) warning other people

C3 — Emergency procedures (at least one from the following)

a) fire

b) threat

c) security

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2013

43

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Kee

p a

look

out

for

haz

ards

in y

our

work

pla

ce

7

Iden

tify

any

haz

ards

or

pote

ntial

haz

ards

and d

eal w

ith

thes

e co

rrec

tly

8

Rep

ort

any

acci

den

ts o

r nea

r ac

ciden

ts q

uic

kly

and

accu

rate

ly t

o t

he

pro

per

per

son

9

Follo

w h

ealth,

hyg

iene

and s

afet

y pro

cedure

s in

all

your

work

10 P

ract

ise

emer

gen

cy p

roce

dure

s co

rrec

tly

11 F

ollo

w y

our

org

anis

atio

n’s

sec

urity

pro

cedure

s

N029529 —

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Elem

ent:

2G

EN1/0

9 H

elp t

o m

ainta

in a

hyg

ienic

, sa

fe a

nd s

ecure

wor

kpla

ce

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Haza

rds

a Rel

atin

g t

o

equip

men

t

b

Rel

atin

g t

o a

reas

w

her

e yo

u w

ork

c Rel

atin

g t

o

per

sonal

clo

thin

g

C2

Ways

of

dealin

g

wit

h h

aza

rds

a Putt

ing t

hem

right

yours

elf

b

Rep

ort

ing t

hem

to

appro

priat

e co

lleag

ues

c W

arnin

g o

ther

peo

ple

N029529 —

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Elem

ent:

2G

EN1/0

9 H

elp t

o m

ainta

in a

hyg

ienic

, sa

fe a

nd s

ecure

wor

kpla

ce (co

ntinue

d)

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C3

Em

erg

en

cy

pro

ced

ure

s

a Fi

re

b

Thre

at

c Sec

urity

N029529 —

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2013 ©

Pea

rson E

duca

tion L

imited

2013

46

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

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ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

47

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

48

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

49

Unit 2: Work effectively as part of a hospitality team

Unit code: 1GEN4/09

Unit credit: 3

SCQF Unit level: 4

Introduction

This unit is about making a useful contribution to the work of a team, that is the people you work with. ‘Team’ includes your line manager or supervisor as well as other people in your team working at the same level as yourself. The unit includes accurately following instructions; working on time; helping others when they need help; communicating with the people you work with; getting feedback on what you do well and where you could improve and continuing to learn and develop yourself.

N029529 —

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2013 ©

Pea

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tion L

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2013

50

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

Plan

and o

rgan

ise

your

work

K1

Why

it is

esse

ntial

to u

nder

stan

d t

he

requirem

ents

of th

e w

ork

K2

The

ben

efits

to y

ou a

nd y

our

team

of

pla

nnin

g a

nd o

rgan

isin

g y

our

work

K3

How

to m

ake

the

most

eff

icie

nt

use

of

your

tim

e an

d a

void

thin

gs

that

may

unnec

essa

rily

dis

rupt

it

K4

The

ben

efits

of ke

epin

g e

very

thin

g y

ou n

eed f

or y

our

work

org

anis

ed a

nd a

vaila

ble

K5

Why

it is

import

ant

to k

eep y

our

work

are

a cl

ean a

nd t

idy

K6

Why

it is

import

ant

to k

eep w

aste

to a

min

imum

K7

When

to a

sk f

or

hel

p a

nd w

ho

you c

an a

sk

Work

effec

tive

ly w

ith t

eam

mem

ber

s

K8

Why

effe

ctiv

e te

amw

ork

is

import

ant

K9

The

peo

ple

in y

our

team

and h

ow

they

fit into

the

org

anis

atio

n

K10

The

resp

onsi

bili

ties

of

the

team

and w

hy

it is

import

ant

to t

he

org

anis

atio

n a

s a

whole

K11

How

to m

ainta

in g

ood w

ork

ing r

elat

ionsh

ips

with t

eam

mem

ber

s

K12

How

to d

eter

min

e if h

elpin

g a

tea

m m

ember

will

pre

vent

you f

rom

com

ple

ting y

our

ow

n w

ork

on

tim

e

K13

The

limits

of

your

job r

ole

and w

hat

you c

an a

nd c

annot

do

when

hel

pin

g t

eam

mem

ber

s

K14

What

could

be

esse

ntial

info

rmat

ion t

hat

nee

ds

to b

e pas

sed o

n t

o a

tea

m m

ember

and w

hy

you

nee

d t

o p

ass

it o

n a

s so

on a

s poss

ible

K15

The

types

of

beh

avio

ur

that

hel

p t

he

team

to w

ork

wel

l an

d t

he

types

that

do n

ot

K16

Why

you s

hould

rep

ort

any

pro

ble

ms

with w

orki

ng r

elat

ionsh

ips

to y

our

line

man

ager

K17

How

to c

om

munic

ate

clea

rly

and w

hy

it is

import

ant

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Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

Dev

elop y

our

ow

n s

kills

K18

Why

it is

import

ant

to im

pro

ve y

our

know

ledge

and s

kills

K19

How

to g

et fee

dbac

k fr

om

tea

m m

ember

s an

d h

ow

this

can

hel

p y

ou

K20

How

a lea

rnin

g p

lan s

hould

hel

p t

o im

pro

ve y

our

work

K21

Why

it is

import

ant

to r

evie

w y

our

action/l

earn

ing p

lan r

egula

rly

N029529 —

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2013 ©

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tion L

imited

2013

52

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

53

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 —

Can

did

ate

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2 in H

ouse

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ing a

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vel 5 —

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e 2 —

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2013 ©

Pea

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duca

tion L

imited

2013

54

Pla

n a

nd o

rgan

ise

your

wor

k 1G

EN4/0

9.2

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Mak

e su

re y

ou

under

stan

d t

he

requirem

ents

of

the

work

2

Ask

ques

tions

about

thin

gs

you d

o

not

under

stan

d

3

Acc

ura

tely

follo

w

inst

ruct

ions

4

Pla

n y

our

work

by

prioritisi

ng t

asks

in

ord

er o

f im

port

ance

N029529 —

Can

did

ate

Logbook

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2 in H

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ing a

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vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

55

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

5

Kee

p e

very

thin

g

you n

eed f

or y

our

work

org

anis

ed a

nd

avai

lable

6

Kee

p y

our

work

ar

ea a

s cl

ean a

nd t

idy

as p

oss

ible

7

Kee

p w

aste

to a

m

inim

um

8

Ask

for

hel

p f

rom

th

e re

leva

nt

per

son if

you n

eed it

9

Provi

de

work

on

tim

e an

d a

s ag

reed

N029529 —

Can

did

ate

Logbook

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2 in H

ouse

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ing a

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vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

56

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

57

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

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ing a

t SCQ

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vel 5 —

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e 2 —

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2013 ©

Pea

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duca

tion L

imited

2013

58

Wor

k ef

fect

ivel

y w

ith t

eam

mem

ber

s 1G

EN4/0

9.2

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

10 G

ive

team

m

ember

s hel

p w

hen

th

ey a

sk for

it

11 M

ake

sure

the

hel

p

you g

ive

them

is

within

the

limits

of

your

job r

ole

12 M

ake

sure

the

hel

p

you g

ive

doe

s not

pre

vent

you f

rom

co

mple

ting y

our

own

work

on t

ime

N029529 —

Can

did

ate

Logbook

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t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

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duca

tion L

imited

2013

59

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

13 P

ass

on im

port

ant

info

rmat

ion t

o t

eam

m

ember

s as

soon a

s poss

ible

14 M

ainta

in g

ood

work

ing r

elat

ionsh

ips

with t

eam

mem

ber

s

15 R

eport

any

pro

ble

ms

with w

ork

ing

rela

tionsh

ips

to t

he

rele

vant

per

son

16 C

om

munic

ate

clea

rly

and e

ffec

tive

ly

with t

eam

mem

ber

s

N029529 —

Can

did

ate

Logbook

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2 in H

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ing a

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F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

60

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

61

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 —

Can

did

ate

Logbook

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VQ

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ouse

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vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

62

Dev

elop

you

r ow

n s

kills

1G

EN4/0

9.2

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

17 S

eek

feed

bac

k on

your

work

and d

eal

with t

his

fee

dbac

k posi

tive

ly

18 I

den

tify

, w

ith t

he

rele

vant

per

son,

aspec

ts o

f yo

ur

work

w

hic

h a

re u

p t

o

stan

dar

d a

nd a

reas

th

at y

ou c

ould

im

pro

ve

19 A

gre

e w

hat

you

hav

e to

do t

o im

pro

ve

your

work

N029529 —

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ate

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e 2 —

May

2013 ©

Pea

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duca

tion L

imited

2013

63

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

20 A

gre

e an

ac

tion/l

earn

ing p

lan

with t

he

rele

vant

per

son

21 S

eek

opport

unitie

s to

rev

iew

and d

evel

op

your

pla

n

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

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ing a

t SCQ

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vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

64

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

65

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

66

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

67

Unit 3: Clean and service a range of areas

Unit code: 2HK1/10

Unit credit: 3

SCQF Unit level: 5

Introduction

This unit is about daily cleaning routines. It covers cleaning toilet and bathroom areas, floors, walls and mirrors. It also covers cleaning furnished areas and disposing of both hazardous and non-hazardous waste.

When you have completed this unit, you will have proved you can:

2HK1/10.1 Clean and service toilet and bathroom areas

2HK1/10.2 Clean and service furnished areas

2HK1/10.3 Dispose of waste.

What some of the words in this unit mean

Protective clothing for example, uniform and gloves

Hazardous waste for example, chemicals and sharp objects

Non-hazardous waste for example, paper

N029529 —

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e 2 —

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duca

tion L

imited

2013

68

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

What

to d

o if

cust

om

ers

are

pre

sent

when

you

are

cle

anin

g r

oom

s.

K2

Why

it is

import

ant

to p

repar

e th

e ar

ea a

nd y

ours

elf,

bef

ore

cle

anin

g a

nd d

isposi

ng o

f w

aste

K3

The

types

of

item

s in

bat

hro

om

s an

d b

edro

om

s th

at m

ay n

eed m

ainte

nan

ce a

nd r

epai

r

K4

Why

it is

import

ant

to r

eport

ite

ms

nee

din

g r

epai

r an

d w

ho t

o r

eport

them

to

K5

Typ

es o

f re

cord

s yo

u m

ay n

eed t

o k

eep in r

elat

ion t

o c

lean

ing

K6

Why

the

wor

k ar

ea n

eeds

to b

e in

spec

ted o

n c

om

ple

tion

For

Ele

men

t 2H

K1/1

0.1

Cle

an a

nd s

ervi

ce t

oile

t an

d b

athro

om

are

as

K7

Your

org

anis

atio

n’s

sta

ndar

ds

for

clea

nin

g t

oile

t an

d b

athro

om

are

as

K8

Why

haz

ard s

igns

are

som

etim

es n

eeded

in p

repar

ing t

he

work

are

a

K9

What

mat

eria

ls a

nd e

quip

men

t ar

e use

d f

or

clea

nin

g d

iffe

rent

area

s of th

e bat

hro

om

, an

d h

ow t

o ch

oose

the

corr

ect

one

K10

The

types

of

unex

pec

ted s

ituat

ions

that

may

hap

pen

when

you a

re c

lean

ing b

athro

om

s an

d

toile

ts,

and h

ow

to d

eal w

ith t

hes

e

For

Ele

men

t 2H

K1/1

0.2

Cle

an a

nd s

ervi

ce f

urn

ished

are

as

K11

Your

org

anis

atio

n’s

sta

ndar

ds

for

clea

nin

g in f

urn

ished

are

as

K12

Saf

e lif

ting a

nd c

arry

ing t

echniq

ues

and w

hy

you s

hould

alw

ays

use

thes

e

K13

What

mat

eria

ls a

nd e

quip

men

t ar

e use

d f

or

clea

nin

g d

iffe

rent

furn

ished

are

as,

and h

ow t

o ch

oose

the

corr

ect

one

K14

Why

cert

ain a

reas

nee

d t

o b

e ke

pt

secu

re f

rom

unau

thorise

d a

cces

s

K15

The

types

of

unex

pec

ted s

ituat

ions

that

may

hap

pen

when

you a

re c

lean

ing furn

ished

are

as,

and

how

to d

eal w

ith t

hes

e

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

69

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

Ele

men

t 2H

K1/1

0.3

Dis

pose

of w

aste

K16

How

to iden

tify

diffe

rent

types

of w

aste

, an

d h

ow d

iffe

rent

types

of w

aste

shou

ld b

e dis

pose

d o

f

K17

What

mat

eria

ls a

nd e

quip

men

t ar

e use

d f

or

was

te d

isposa

l

K18

The

types

of

pro

ble

ms

and u

nex

pec

ted s

ituat

ions

that

may

hap

pen

when

you a

re d

isposi

ng o

f w

aste

and h

ow

to d

eal w

ith t

hes

e

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

70

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

71

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

72

Element 2HK1/10.1

Clean and service toilet and bathroom areas

What you must cover

C1 — Preparations (at least one from the following)

a) use of protective clothing

b) put up hazard warning signs

c) protect surrounding areas

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

73

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Prep

are

the

bat

hro

om

and t

oile

t ar

ea f

or

clea

nin

g

2

Choose

the

corr

ect

clea

nin

g e

quip

men

t an

d m

ater

ials

for

each

par

t of th

e to

ilet

and

bat

hro

om

are

a

3

Cle

an t

he

toile

t an

d s

urr

oundin

g a

reas

co

rrec

tly

4

Cle

an t

he

bat

hro

om

applia

nce

s an

d s

urr

oundin

g a

reas

co

rrec

tly

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

74

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

5

Cle

an t

he

floors

, w

alls

, m

irro

rs a

nd

oth

er a

reas

corr

ectly

and lea

ve t

he

whole

ar

ea t

idy

6

Iden

tify

and r

eport

an

ythin

g t

hat

nee

ds

mai

nte

nan

ce o

r re

pai

r

7

When

req

uired

, co

mple

te a

nd p

ass

on

any

reco

rds

of

your

work

8

Car

ry o

ut

a final

ch

eck

of t

he

area

to

mak

e su

re it

will

sa

tisf

y th

e cu

stom

er

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

75

Elem

ent:

2H

K1/1

0.1

Cle

an a

nd s

ervi

ce t

oile

t an

d b

athro

om a

reas

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Pre

para

tion

s

a U

se o

f pro

tect

ive

cloth

ing

b

Put

up h

azar

d

war

nin

g s

igns

c Pr

ote

ct

surr

oundin

g

area

s

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

76

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

77

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

78

Element 2HK1/10.2

Clean and service furnished areas

What you must cover

C2 — Preparations (at least one from the following)

a) use of protective clothing

b) use hazard warning signs

c) protect vulnerable surrounding areas

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

79

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

9

Prep

are

furn

ished

ar

eas

for

clea

nin

g

10 C

hoose

the

corr

ect

clea

nin

g e

quip

men

t an

d m

ater

ials

for

each

par

t of th

e ar

ea

11 C

lean

the

floor

cove

ring a

ccord

ing t

o

work

pla

ce p

roce

dure

s

12 C

lean

the

furn

iture

ac

cord

ing t

o

work

pla

ce p

roce

dure

s

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

80

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

13 C

lean

mirro

rs,

wal

l co

verings

and a

ny

oth

er s

urf

aces

and

leav

e th

e w

hole

are

a tidy

14 I

den

tify

and r

eport

an

ythin

g t

hat

nee

ds

mai

nte

nan

ce o

r re

pai

r

15 C

om

ple

te a

nd p

ass

on a

ny

reco

rds

of yo

ur

work

corr

ectly

16 C

arry

out

a final

ch

eck

of t

he

area

to

mak

e su

re it

will

sa

tisf

y th

e cu

stom

er

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

81

Elem

ent:

2H

K1/1

0.2

Cle

an a

nd s

ervi

ce f

urn

ished

are

as

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Pre

para

tion

s

a U

se o

f pro

tect

ive

cloth

ing

b

Put

up h

azar

d

war

nin

g s

igns

c Pr

ote

ct

vuln

erab

le

surr

oundin

g

area

s

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

82

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

83

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

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Element 2HK1/10.3

Dispose of waste

What you must cover

C3 — Waste (at least one from the following)

a) hazardous waste

b) non-hazardous waste

C4 — Collection methods (at least two from the following)

a) external collection

b) incineration/compression

c) recycling

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85

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

17 W

ear

appro

priat

e cl

oth

ing

18 P

repar

e th

e w

aste

fo

r des

pat

ch,

mak

ing

sure

you h

andle

it

care

fully

19 S

anitis

e th

e w

aste

co

nta

iner

s fo

llow

ing

your

work

pla

ce

pro

cedure

s

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Elem

ent:

2H

K1/1

0.3

Dis

pos

e of

was

te

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C3

Wast

e

a H

azar

dous

was

te

b

Non-h

azar

dous

was

te

C4

Co

llect

ion

Meth

od

s

c Ext

ernal

co

llect

ion

d

Inci

ner

atio

n/

com

pre

ssio

n

e re

cycl

ing

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87

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

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ate

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tion L

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88

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

89

Optional units

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

90

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

91

Unit 4: Collect linen and make beds

Unit code: 1HK1/10

Unit credit: 3

SCQF Unit level: 4

Introduction

This unit is about stripping and making beds, handling linen and bed coverings, as well as collecting bed coverings and moving them to the rooms.

When you have completed this unit, you will have proved you can:

1HK1/10.1 Collect clean linen and bed coverings

1HK1/10.2 Strip and make beds.

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What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Saf

e lif

ting a

nd h

andlin

g t

echniq

ues

and w

hy

you s

hould

alw

ays

use

them

K2

Your

org

anis

atio

n’s

sta

ndar

ds

for

linen

and b

ed c

ove

rings

K3

Why

you s

hould

kee

p s

oile

d lin

en s

epar

ate

from

cle

an lin

en

For

Ele

men

t 1H

K1/1

0.1

Colle

ct c

lean

lin

en a

nd b

ed c

ove

rings

K4

Why

you m

ust

kee

p y

our

linen

and lin

en s

tore

sec

ure

K5

Why

it is

import

ant

to c

hec

k lin

en t

o m

ake

sure

it

is c

lean

and u

p t

o st

andar

d

K6

The

types

of

pro

ble

ms

that

may

hap

pen

when

you a

re c

hoo

sing a

nd c

olle

ctin

g lin

en f

rom

the

linen

sto

re a

nd h

ow

to d

eal w

ith t

hes

e

For

Ele

men

t 1H

K1/1

0.2

Str

ip a

nd m

ake

bed

s

K7

The

corr

ect

way

to d

eal w

ith s

oile

d lin

en

K8

The

right

way

to s

ort

diffe

rent

fabrics

K9

Your

org

anis

atio

n’s

pro

cedure

s fo

r m

akin

g a

nd r

e-sh

eeting b

eds

K10

Why

it is

import

ant

to u

se t

he

right-

size

d lin

en

K11

The

types

of

pro

ble

ms

or

unex

pec

ted s

ituat

ions

— incl

udin

g c

ust

om

er inci

den

ts —

that

may

hap

pen

when

str

ippin

g a

nd m

akin

g b

eds

and h

ow

to d

eal w

ith t

hes

e.

K12

How

to s

pot

and w

hat

pro

cedure

s to

use

, if e

nco

unte

ring b

edbugs

or

oth

er infe

stat

ions

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93

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

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ate

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duca

tion L

imited

2013

94

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

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95

Element 1HK1/10.1

Collect clean linen and bed coverings

What you must cover

C1 — Linen and bed coverings (at least five from the following)

a) sheets

b) blankets/duvets

c) bedspreads/throws

d) pillow cases/sheets

e) waterproof sheets

f) valances

g) mattress protectors

h) duvets/pillows

i) bathroom linen

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What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Choose

and c

olle

ct

the

linen

and b

ed

cove

rings

that

you

nee

d f

or

your

work

sc

hed

ule

2

Mak

e su

re t

he

linen

and b

ed

cove

rings

mee

t yo

ur

org

anis

atio

n’s

st

andar

ds

3

Han

dle

and m

ove

th

e lin

en a

nd b

ed

cove

rings

safe

ly

4

Kee

p y

our

linen

st

ore

saf

e an

d s

ecure

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Elem

ent:

1H

K1/1

0.1

Col

lect

cle

an lin

en a

nd b

ed c

over

ings

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Lin

en

an

d b

ed

co

veri

ng

s

a Shee

ts

b

Bla

nke

ts/d

uve

ts

c Bed

spre

ads/

th

row

s

d

Pillo

w c

ases

/ sh

eets

e W

ater

pro

of

shee

ts

f Val

ance

s

g

Mat

tres

s pro

tect

ors

h

Duve

ts/p

illow

s

i Bat

hro

om

lin

en

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tion L

imited

2013

98

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

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tion L

imited

2013

99

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

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100

Element 1HK1/10.2

Strip and make beds

What you must cover

C2 — Linen and bed coverings (at least five from the following)

a) sheets

b) blankets/duvets

c) bedspreads/throws

d) waterproof sheets

e) valances

f) mattress protectors

g) duvets/pillows

h) pillowcases/sheets

C3 — Beds (at least one from the following)

a) double/single beds

b) cots/folding beds

c) zip and link

d) sofa beds

C4 — Customer (at least one from the following)

a) new

b) stay over

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2013

101

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

5

Str

ip a

ll lin

en a

nd

bed

cove

ring f

rom

the

bed

s

6

Han

dle

and s

tore

so

iled lin

en a

nd b

ed

cove

rings

corr

ectly

7

Get

the

bed

rea

dy

for

mak

ing

8

Mak

e su

re t

he

bed

bas

e, b

ed h

ead,

linen

an

d b

ed c

ove

rings

are

clea

n a

nd n

ot

dam

aged

9

Mak

e th

e bed

to

pre

mis

es s

tandar

ds

with t

he

corr

ect

linen

an

d b

ed c

ove

rings

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imited

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102

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

10 L

eave

the

bed

nea

t, s

mooth

and

read

y fo

r use

11 D

eal w

ith

cust

om

ers’

per

sonal

pro

per

ty a

ccord

ing t

o

your

org

anis

atio

n’s

pro

cedure

s

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ate

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tion L

imited

2013

103

Elem

ent:

1H

K1/1

0.2

Str

ip a

nd m

ake

bed

s

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C2

Lin

en

an

d b

ed

co

veri

ng

s

a Shee

ts

b

Bla

nke

ts/d

uve

ts

c Bed

spre

ads/

th

row

s

d

Pillo

w c

ases

/ sh

eets

e W

ater

pro

of

shee

ts

f Val

ance

s

g

Mat

tres

s pro

tect

ors

h

Duve

ts/p

illow

s

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104

Elem

ent:

1H

K1/1

0.2

Str

ip a

nd m

ake

bed

s (con

tinu

ed)

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C3

Bed

s

a D

ouble

/

single

bed

s

b

Cots

/fold

ing b

eds

c Zip

and lin

k

d

Sofa

bed

s

C4

Cu

sto

mer

a new

b

stay

ove

r

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2013 ©

Pea

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duca

tion L

imited

2013

105

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

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did

ate

Logbook

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e 2 —

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Pea

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duca

tion L

imited

2013

106

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

107

Unit 5: Clean windows from the inside

Unit code: 1HK2/10

Unit credit: 2

SCQF Unit level: 4

Introduction

This unit is about cleaning the inside surfaces of windows, using appropriate cleaning equipment and materials. The unit does not require you to work above hand reach height.

When you have completed this unit, you will have proved you can:

1HK2/10.1 Prepare to clean windows from the inside

1HK2/10.2 Clean the inside surfaces of windows.

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tion L

imited

2013

108

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Your

org

anis

atio

n’s

sta

ndar

ds

for

win

dow

s

K2

How

fre

quen

tly

win

dow

s sh

ould

be

clea

ned

in y

our

org

anis

atio

n

K3

Why

you s

hould

wea

r pro

tect

ive

cloth

ing w

hen

cle

anin

g

K4

Why

you s

hould

not

mix

cle

anin

g m

ater

ials

K5

Why

you s

hould

follo

w m

anufa

cture

rs’ in

stru

ctio

ns

when

usi

ng c

lean

ing e

quip

men

t an

d m

ater

ials

K6

The

types

of

pro

ble

ms

you m

ight

com

e ac

ross

when

cle

anin

g w

indow

s an

d h

ow

to

dea

l w

ith

thes

e

K7

What

to d

o if

win

dow

are

as a

re a

bove

han

d r

each

hei

ght

For

Ele

men

t 1H

K2/1

0.1

Pre

par

e to

cle

an w

indow

s fr

om

the

insi

de

K8

Why

it is

import

ant

to p

repar

e w

indow

s an

d s

urr

oundin

g a

reas

for

clea

nin

g

K9

Why

you s

hould

iden

tify

and r

eport

any

loose

or

dam

aged

surf

aces

K10

The

types

of

equip

men

t an

d m

ater

ials

you s

hould

use

for

loose

dirt

and d

irt

that

is

har

d t

o

rem

ove

For

Ele

men

t 1H

K2/1

0.2

Cle

an t

he

insi

de

surf

aces

of w

indow

s

K11

Why

you s

hould

rep

ort

any

dirt

that

you c

annot

rem

ove

K12

Why

you s

hould

lea

ve f

ram

es a

nd s

ills

dry

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ate

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duca

tion L

imited

2013

109

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

110

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

111

Element 1HK2/10.1

Prepare to clean windows from the inside

What you must cover

C1 — Preparation of work area (at least two from the following)

a) use of protective clothing

b) put up hazard warning signs

c) protect surrounding areas

C2 — Surfaces (both of the following)

a) windows

b) window frames

C3 — Cleaning equipment and materials (at least two from the following)

a) cloths

b) cleaning chemicals

c) squeegees

C4 — Dirt (at least one from the following)

a) loose dirt

b) dirt that is hard to remove

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duca

tion L

imited

2013

112

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Prep

are

your

work

ing a

rea

and

equip

men

t

2

Insp

ect

the

surf

ace

to b

e cl

eaned

3

Iden

tify

any

dam

aged

or

loose

su

rfac

es

4

Rep

ort

dam

aged

or

loose

surf

aces

to

the

rele

vant

per

son

and a

sk f

or

advi

ce

5

Choose

cle

anin

g

mat

eria

ls a

nd

met

hods

that

are

ap

pro

priat

e to

you

r w

ork

sch

edule

, th

e ty

pe

of

dirt

and t

he

surf

ace

you a

re g

oin

g

to c

lean

N029529 —

Can

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ate

Logbook

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e 2 —

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2013 ©

Pea

rson E

duca

tion L

imited

2013

113

Elem

ent:

1H

K2/1

0.1

Pre

par

e to

cle

an w

indow

s fr

om t

he

insi

de

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Pre

para

tion

of

wo

rk a

rea

a U

se o

f pro

tect

ive

cloth

ing

b

Put

up h

azar

d

war

nin

g s

igns

c Pr

ote

ct

surr

oundin

g

area

s

C2

Su

rface

s

a w

indow

s

b

win

dow

fra

mes

C3

Cle

an

ing

eq

uip

men

t an

d

mate

rials

a cl

oth

s

b

clea

nin

g

chem

ical

s

c sq

uee

gee

s

N029529 —

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Pea

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tion L

imited

2013

114

Elem

ent:

1H

K2/1

0.1

Pre

par

e to

cle

an w

indow

s fr

om t

he

insi

de

(con

tinu

ed)

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C4

Dir

t

a Lo

ose

dirt

b

Dirt

that

is

har

d

to r

emove

N029529 —

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ate

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e 2 —

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2013 ©

Pea

rson E

duca

tion L

imited

2013

115

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

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imited

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116

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

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117

Element 1HK2/10.2

Clean the inside surfaces of windows

What you must cover

C2 — Surfaces (both of the following)

a) windows

b) frames

C4 — Dirt (at least one from the following)

a) loose dirt

b) dirt that is hard to remove

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118

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Apply

the

clea

nin

g

agen

t to

the

surf

ace

in

a co

ntr

olle

d w

ay,

follo

win

g t

he

man

ufa

cture

r’s

inst

ruct

ions

and

reco

mm

endat

ions

7

Loose

n d

irt

that

is

stuck

on t

o t

he

surf

ace

without

causi

ng d

amag

e

8

Cle

an t

horo

ughly

an

d r

emove

any

dirt

without

dam

agin

g t

he

surf

ace

9

Rep

ort

any

dirt

that

you c

annot

rem

ove

to t

he

rele

vant

per

son

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119

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

10 L

eave

win

dow

s an

d g

lass

dry

and

smea

r fr

ee

11 M

ake

sure

that

fr

ames

and s

ills

are

dry

12 P

ut

the

work

are

a bac

k as

you f

ound it

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Elem

ent:

1H

K2/1

0.2

Cle

an t

he

insi

de s

urf

aces

of

win

dow

s

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C2

Su

rface

s

a w

indow

s

b

win

dow

fra

mes

C4

Dir

t

a Lo

ose

dirt

b

Dirt

that

is

har

d

to r

emove

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121

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

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duca

tion L

imited

2013

122

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

123

Unit 6: Carry out periodic room servicing and deep cleaning

Unit code: 2HK7/10

Unit credit: 3

SCQF Unit level: 5

Introduction

This unit is about carrying out periodic deep cleaning of hotel rooms. It covers activities such as turning mattresses, changing curtains, high dusting, cleaning carpet edges, skirting boards and paintwork.

When you have completed this unit, you will have proved you can:

2HK7/10.1 Carry out periodic room servicing

2HK7/10.2 Carry out periodic deep cleaning.

What some of the words in this unit mean

Protective clothing for example, uniform and gloves

High dusting for example, lamp shades, light bulbs, picture rails

Specialist maintenance for example, replacing faulty items

Soft furnishings including blankets and bedspreads

Curtains and drapes including net curtains and shower curtains

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What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

The

sched

ule

for

per

iodic

room

ser

vici

ng a

nd d

eep c

lean

ing in y

our

org

anis

atio

n

K2

Why

it is

import

ant

to follo

w t

his

sch

edule

K3

Why

the

wor

k ar

ea n

eeds

to b

e in

spec

ted o

n c

om

ple

tion

K4

Your

org

anis

atio

n’s

qual

ity

stan

dar

ds

for

the

appea

rance

and c

lean

lines

s of

room

s

K5

Are

as a

nd ite

ms

that

may

nee

d s

pec

ialis

t m

ainte

nan

ce a

nd h

ow

to r

epor

t th

ese

For

Ele

men

t 2H

K7/1

0.1

Car

ry o

ut

per

iodic

room

ser

vici

ng

K6

How

to iden

tify

ite

ms

that

nee

d r

epla

cing a

nd o

bta

in t

he

corr

ect

item

s

K7

The

corr

ect

pro

cedure

s fo

r dea

ling w

ith ite

ms

you h

ave

repla

ced

For

Ele

men

t 2H

K7/1

0.2

Car

ry o

ut

per

iodic

dee

p c

lean

ing

K8

The

pre

par

atio

ns

that

you n

eed t

o c

arry

out

for

per

iodic

dee

p c

lean

ing a

nd w

hy

thes

e ar

e im

port

ant

K9

The

equip

men

t an

d m

ater

ials

that

you n

eed f

or p

erio

dic

dee

p c

lean

ing a

nd h

ow t

o o

bta

in t

hem

K10

How

to u

se t

he

equip

men

t an

d m

ater

ials

eff

icie

ntly

and s

afel

y

K11

Hea

lth a

nd s

afet

y re

quirem

ents

for

hig

h d

ust

ing

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tion L

imited

2013

125

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

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ate

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duca

tion L

imited

2013

126

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

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Issue 2 — May 2013 © Pearson Education Limited 2013

127

Element 2HK7/10.1

Carry out periodic room servicing

What you must cover

C1 — Periodic room servicing (at least one from the following)

a) turning mattresses

b) changing curtains and drapes

c) changing other soft furnishings as required

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128

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Mak

e su

re y

ou

hav

e th

e nec

essa

ry

info

rmat

ion a

bout

the

sched

ule

and

requirem

ents

for

per

iodic

room

se

rvic

ing

2

Obta

in t

he

nec

essa

ry s

tock

to

repla

ce ite

ms

in t

he

room

3

Car

ry o

ut

the

required

per

iodic

room

se

rvic

ing

4

Leav

e th

e ro

om

in

the

required

conditio

n

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Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

5

Follo

w t

he

corr

ect

pro

cedure

s fo

r item

s yo

u h

ave

repla

ced

6

Iden

tify

and r

eport

an

ythin

g t

hat

nee

ds

spec

ialis

t m

ainte

nan

ce

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tion L

imited

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130

Elem

ent:

2H

K7/1

0.1

Car

ry o

ut

per

iodi

c ro

om s

ervi

cing

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Peri

od

ic r

oo

m

serv

icin

g

a Turn

ing

mat

tres

ses

b

Chan

gin

g

curt

ains

and

dra

pes

c Chan

gin

g o

ther

so

ft furn

ishin

gs

as r

equired

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2013 ©

Pea

rson E

duca

tion L

imited

2013

131

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

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did

ate

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e 2 —

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Pea

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duca

tion L

imited

2013

132

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

133

Element 2HK7/10.2

Carry out periodic deep cleaning

What you must cover

C2 — Preparations (at least two from the following)

a) use of appropriate protective clothing

b) move furniture to clean underneath

c) protect vulnerable surrounding areas

C3 — Periodic deep cleaning (at least five from the following)

a) high dusting

b) vacuum under furniture and carpet edges

c) clean shower rails, plug traps, drains, gulleys and behind pedestals

d) clean pull cords, plugs and switches

e) clean skirting boards and other paintwork

f) clean air vents and extractors

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tion L

imited

2013

134

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

7

Mak

e su

re y

ou

hav

e th

e nec

essa

ry

info

rmat

ion a

bout

the

sched

ule

and

requirem

ents

for

per

iodic

dee

p c

lean

ing

8

Prep

are

area

s fo

r per

iodic

dee

p c

lean

ing

9

Choose

the

corr

ect

clea

nin

g e

quip

men

t an

d m

ater

ials

for

each

par

t of th

e ar

ea

10 C

arry

out

per

iodic

dee

p c

lean

ing a

s re

quired

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Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

11 L

eave

the

room

in

the

required

conditio

n

12 I

den

tify

and r

eport

an

y item

s th

at n

eed

spec

ialis

t m

ainte

nan

ce

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2013

136

Elem

ent:

2H

K7/1

0.2

Car

ry o

ut

per

iodi

c dee

p c

lean

ing

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C2

Pre

para

tion

s

a U

se o

f ap

pro

priat

e pro

tect

ive

cloth

ing

b

Move

furn

iture

to

clea

n u

nder

nea

th

c Pr

ote

ct

vuln

erab

le

surr

oundin

g

area

s

C3

Peri

od

ic d

eep

cl

ean

ing

a H

igh d

ust

ing

b

Vac

uum

under

fu

rniture

and

carp

et e

dges

c Cle

an s

how

ers

rails

, plu

g t

raps,

dra

ins,

gulle

ys

and b

ehin

d

ped

esta

ls

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ate

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tion L

imited

2013

137

Elem

ent:

2H

K7/1

0.2

Car

ry o

ut

per

iodi

c dee

p c

lean

ing

(con

tinu

ed)

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

d

Cle

an p

ull

cord

s,

plu

gs

and

switch

es

e Cle

an s

kirt

ing

boar

ds

and o

ther

pai

ntw

ork

f Cle

an a

ir v

ents

an

d e

xtra

ctors

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did

ate

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e 2 —

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duca

tion L

imited

2013

138

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

139

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

140

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

141

Unit 7: Work using different chemicals and equipment

Unit code: 2HK2/10

Unit credit: 4

SCQF Unit level: 5

Introduction

This unit is about choosing the right cleaning chemicals, using the chemicals correctly and disposing of them safely. This unit also covers using manual equipment (such as wet mops, dry mops, dusters and buckets) and electrical equipment (such as suction cleaners and spray extractors).

When you have completed this unit, you will have proved you can:

• 2HK2/10.1 Work using different chemicals

• 2HK2/10.2 Work using manual equipment

• 2HK2/10.3 Work using electrical equipment.

What some of the words in this unit mean

Protective clothing for example, gloves and overalls

Relevant documentation any records of the use of chemicals required in your organisation

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What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Bas

ic leg

al re

quirem

ents

rel

atin

g t

o s

afe

work

ing p

ract

ices

when

usi

ng c

lean

ing c

hem

ical

s

K2

The

war

nin

g s

igns

use

d o

n c

lean

ing c

hem

ical

conta

iner

s an

d w

hat

they

mea

n

For

Ele

men

t 2H

K2/1

0.1

Work

usi

ng d

iffe

rent

chem

icals

K3

How

to s

elec

t ap

pro

priat

e ch

emic

als

for

the

full

range

of

clea

nin

g jobs

in t

his

ele

men

t

K4

Why

it is

import

ant

to w

ear

pro

tect

ive

cloth

ing w

hen

usi

ng c

hem

ical

s

K5

Why

it is

dan

ger

ous

to m

ix c

erta

in t

ypes

of

chem

ical

s to

get

her

K6

Why

it is

import

ant

to follo

w m

anufa

cture

rs’ in

stru

ctio

ns

on c

lean

ing c

hem

ical

s

K7

What

mig

ht

hap

pen

if

you d

o n

ot

follo

w t

he

rele

vant

legal

req

uirem

ents

for

this

sort

of w

ork

K8

Why

work

routines

and s

equen

ces

nee

d t

o b

e fo

llow

ed

K9

What

pre

par

atio

ns

shou

ld b

e m

ade

to t

he

work

are

a bef

ore

usi

ng c

hem

ical

s

K10

Docu

men

ts y

ou n

eed t

o co

mple

te w

hen

usi

ng c

hem

ical

s

K11

The

types

of

pro

ble

ms

and u

nex

pec

ted s

ituat

ions

that

may

hap

pen

when

you a

re p

repar

ing a

nd

usi

ng c

hem

ical

s, a

nd h

ow t

o dea

l w

ith t

hes

e

For

Ele

men

t 2H

K2/1

0.2

Work

usi

ng m

anual

equip

men

t

K12

Bas

ic leg

al re

quirem

ents

rel

atin

g t

o s

afe

work

ing p

ract

ices

when

usi

ng m

anual

cle

anin

g

equip

men

t

K13

How

to c

hoo

se m

anual

cle

anin

g e

quip

men

t fo

r th

e ty

pes

of

clea

nin

g y

ou c

arry

out

K14

Why

it is

import

ant

to follo

w t

he

man

ufa

cture

r’s

inst

ruct

ions

for

man

ual

equip

men

t

K15

Why

the

equip

men

t sh

ould

be

clea

ned

and s

tore

d c

orr

ectly

afte

r use

K16

The

types

of

pro

ble

ms

and u

nex

pec

ted s

ituat

ions

that

may

hap

pen

when

you a

re p

repar

ing a

nd

usi

ng m

anual

cle

anin

g e

quip

men

t an

d h

ow

to d

eal w

ith t

hes

e

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2013 ©

Pea

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duca

tion L

imited

2013

143

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

Ele

men

t 2H

K2/1

0.3

Work

usi

ng e

lect

rica

l eq

uip

men

t

K17

Curr

ent

rele

vant

legis

lation r

elat

ing t

o s

afe

work

ing p

ract

ices

when

usi

ng c

lean

ing c

hem

ical

s and

elec

tric

al e

quip

men

t

K18

The

mai

n d

anger

s w

hen

usi

ng e

lect

rica

l eq

uip

men

t an

d h

ow

to a

void

thes

e

K19

Saf

e han

dlin

g a

nd lifting t

echniq

ues

K20

Why

safe

car

ryin

g a

nd lifting t

echniq

ues

should

be

use

d

K21

What

fac

tors

nee

d t

o be

take

n into

acc

ount

when

usi

ng e

lect

rica

l eq

uip

men

t

K22

The

types

of

pro

ble

ms

and u

nex

pec

ted s

ituat

ions

that

may

hap

pen

when

you a

re p

repar

ing a

nd

usi

ng e

lect

rica

l cl

eanin

g e

quip

men

t an

d h

ow

to d

eal w

ith t

hes

e

N029529 —

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did

ate

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ouse

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

144

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

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ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

145

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

146

Element 2HK2/10.1

Work using different chemicals

What you must cover

C1 — Chemicals (at least three from the following)

a) multi-surface cleaner

b) toilet cleaner

c) glass cleaner

d) air freshener

e) polish

f) sanitizer

g) other

N029529 —

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e 2 —

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tion L

imited

2013

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What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Choose

the

right

chem

ical

s fo

r th

e ar

ea

you a

re g

oin

g t

o cl

ean

2

Wea

r th

e ap

pro

priat

e pro

tect

ive

cloth

ing

3

Prep

are

and u

se

the

chem

ical

s in

lin

e w

ith t

he

man

ufa

cture

rs’

inst

ruct

ions,

usi

ng t

he

corr

ect

equip

men

t

4

Sto

re t

he

chem

ical

s se

cure

ly

5

Com

ple

te a

ny

rele

vant

docu

men

tation in lin

e w

ith y

our

org

anis

atio

n’s

pro

cedure

s

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

148

Elem

ent:

2H

K2/1

0.1

Wor

k usi

ng

dif

fere

nt

chem

ical

s

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Po

rtfo

lio

refe

ren

ce

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Ch

em

icals

a M

ulti-

surf

ace

clea

ner

b

Toile

t cl

eaner

c G

lass

cle

aner

d

Air f

resh

ener

e Polis

h

f sa

nitiz

er

g

oth

er

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

149

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

150

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

151

Element 2HK2/10.2

Work using manual equipment

What you must cover

C2 — Manual equipment (at least five from the following)

a) mop systems for wet use

b) mop systems for dry use

c) colour-coded cloths

d) duster

e) bucket

f) sponge/non-abrasive pad

g) brushes

h) dustpan

i) abrasive pad

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

152

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Choose

the

corr

ect

pie

ce o

f eq

uip

men

t fo

r th

e ar

ea t

hat

you a

re

goin

g t

o c

lean

7

Prep

are

the

area

fo

r cl

eanin

g

8

Use

the

equip

men

t sa

fely

, co

rrec

tly

and

wher

e ap

pro

priat

e usi

ng a

ppro

priat

e ch

emic

als

9

Leav

e th

e ar

ea

clea

n a

nd t

idy

and

free

fro

m d

ebris

10 S

tore

equip

men

t in

lin

e w

ith y

our

org

anis

atio

n’s

pro

cedure

s

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

153

Elem

ent:

2H

K2/1

0.2

Wor

k usi

ng

man

ual

equip

men

t

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Po

rtfo

lio

refe

ren

ce

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C2

Man

ual eq

uip

men

t

a m

op s

yste

ms

for

wet

use

b

mop s

yste

ms

for

dry

use

c co

lour-

coded

cl

oth

s

d

dust

er

e buck

et

f sp

onge/

non

-ab

rasi

ve p

ad

g

bru

shes

h

dust

pan

i ab

rasi

ve p

ad

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

154

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

155

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

156

Element 2HK2/10.3

Work using electrical equipment

What you must cover

C3 — Electrical equipment (at least one from the following)

a) vacuum cleaners

b) suction dryers

c) polishers/burnishers

d) scrubbers

e) spray extractors

C4 — Attachments (at least two from the following)

a) hard/soft floor attachments

b) upholstery attachments

c) brushes/pads

d) crevice tools

e) spray extractors/nozzles

f) hoses

C5 — Chemicals (at least two from the following)

a) carpet shampoo

b) foam inhibitor

c) spray polish

d) floor maintainer

e) floor stripper

f) degreasers

g) greasy stain removers

h) non-greasy stain removers

i) cleaning granules

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

157

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

11 C

hoose

the

corr

ect

equip

men

t an

d

chem

ical

s fo

r th

e ar

ea

you a

re g

oin

g t

o cl

ean

12 C

hec

k th

at t

he

equip

men

t is

saf

e to

use

13 S

elec

t an

d u

se t

he

corr

ect

atta

chm

ents

fo

r th

e eq

uip

men

t

14 U

se t

he

equip

men

t,

atta

chm

ents

and

chem

ical

s in

lin

e w

ith

man

ufa

cture

rs’

inst

ruct

ions

15 S

tore

the

equip

men

t an

d

atta

chm

ents

corr

ectly

and in lin

e w

ith t

he

man

ufa

cture

rs’

inst

ruct

ions

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

158

Elem

ent:

2H

K2/1

0.3

Wor

k usi

ng

elec

tric

al e

quip

men

t

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Po

rtfo

lio

refe

ren

ce

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C3

Ele

ctri

cal

eq

uip

men

t

a va

cuum

cle

aner

s

b

suct

ion d

yers

c

polis

her

s/bur

nis

her

s

d

scru

bber

s

e sp

ray

extr

acto

rs

C4

Att

ach

men

ts

a har

d/s

oft

flo

or

atta

chm

ents

b

uphols

tery

at

tach

men

ts

c bru

shes

/pad

s

d

crev

ice

tools

e sp

ray

extr

acto

rs/n

ozz

les

f hose

s

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

159

Elem

ent:

2H

K2/1

0.3

Wor

k usi

ng

elec

tric

al e

quip

men

t (con

tinu

ed)

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Po

rtfo

lio

refe

ren

ce

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C5

Ch

em

icals

a ca

rpet

sham

poo

b

foam

inhib

itor

c sp

ray

polis

h

d

floor

mai

nta

iner

e floor

stripper

f deg

reas

ers

g

gre

asy

stai

n

rem

ove

rs

h

non-g

reas

y st

ain

rem

ove

rs

i cl

eanin

g g

ranule

s

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

160

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

161

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

162

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

163

Unit 8: Maintain housekeeping supplies

Unit code: 2HK3/10

Unit credit: 3

SCQF Unit level: 5

Introduction

This unit is about receiving housekeeping supplies and checking for any discrepancies in deliveries. It also covers storing housekeeping supplies correctly and issuing the right supplies to other staff.

When you have completed this unit, you will have proved you can:

2HK3/10.1 Receive and check housekeeping supplies

2HK3/10.2 Store and issue housekeeping supplies.

What some of the words in this unit mean

Internal suppliers for example, from other departments in your organisation

Receiving area anywhere in your workplace where you receive deliveries

Pest infestation for example, rats, mice, cockroaches

N029529 —

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2013

164

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Bas

ic leg

al re

quirem

ents

rel

atin

g t

o s

afe

work

ing p

ract

ices

when

han

dlin

g h

ouse

keep

ing s

upplie

s

For

Ele

men

t 2H

K3/1

0.1

Rec

eive

and c

hec

k hou

seke

epin

g s

upplie

s

K2

Why

you s

hould

not

acce

pt

dam

aged

goods

and w

hat

you s

hould

do if th

ey a

re d

eliv

ered

K3

Saf

e lif

ting a

nd h

andlin

g t

echniq

ues

and w

hy

they

are

im

port

ant

K4

Why

it is

import

ant

to k

eep r

ecei

ving a

reas

cle

an a

nd t

idy

K5

Why

rece

ivin

g a

reas

nee

d t

o b

e se

cure

fro

m u

nau

thorise

d a

cces

s

K6

What

pro

cedure

s to

follo

w w

hen

you

iden

tify

dis

crep

anci

es in d

eliv

erie

s/del

iver

y docu

men

tation

K7

What

pro

cedure

s to

follo

w w

hen

han

dlin

g a

nd t

ransp

ort

ing g

oods

safe

ly t

o s

tora

ge

area

s

For

Ele

men

t 2H

K3/1

0.2

Sto

re a

nd iss

ue

house

keep

ing s

upplie

s

K8

Why

stora

ge

conditio

ns

are

import

ant

and w

hat

eff

ect

they

hav

e on h

ouse

keep

ing s

upplie

s

K9

What

pro

cedure

s to

follo

w t

o co

rrec

tly

and s

afel

y st

ore

goods

K10

Why

it is

import

ant

to s

tore

house

keep

ing s

upplie

s under

the

corr

ect

conditio

ns ―

incl

udin

g

bei

ng c

lean

and t

idy

K11

Why

stora

ge

area

s nee

d t

o b

e se

cure

d f

rom

unau

thorise

d a

cces

s

K12

What

pro

cedure

s to

follo

w t

o p

roof st

ora

ge

area

s fo

r pes

t in

fest

atio

n

K13

Why

a co

nst

ant

stock

of

hou

seke

epin

g s

upplie

s sh

ould

be

mai

nta

ined

K14

What

the

min

imum

and m

axim

um

sto

ck lev

els

are

K15

Why

it is

import

ant

to m

ainta

in a

ccura

te a

nd c

om

ple

te r

ecord

s of

item

s re

ceiv

ed,

store

d a

nd

issu

ed

K16

Why

corr

ect

stock

rota

tion p

roce

dure

s ar

e im

port

ant

N029529 —

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165

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

K17

Why

it is

import

ant

to s

epar

ate

diffe

rent

kinds

of

stock

, fo

r ex

ample

food a

nd c

hem

ical

s

K18

The

types

of

pro

ble

ms

and u

nex

pec

ted s

ituat

ions

that

may

hap

pen

when

you a

re s

toring g

ood

s an

d h

ow

to d

eal w

ith t

hes

e

N029529 —

Can

did

ate

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— S

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2 in H

ouse

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ing a

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vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

166

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

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ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

167

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

168

Element 2HK3/10.1

Receive and check housekeeping supplies

What you must cover

C1 — Deliveries (at least one from the following)

a) external suppliers

b) internal suppliers

C2 — Housekeeping supplies (at least two from the following)

a) equipment

b) materials

c) customer supplies

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

169

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Rec

eive

del

iver

ies

of

hou

seke

epin

g

supplie

s an

d c

hec

k th

at t

hey

are

not

dam

aged

and a

re

within

thei

r use

-by-

dat

e

2

Mak

e su

re t

hat

del

iver

ies

mat

ch

ord

ers

and d

eliv

ery

note

s

3

Com

ple

te d

eliv

ery

docu

men

ts a

ccura

tely

4

Han

dle

and m

ove

house

keep

ing s

upplie

s to

sto

rage

area

s sa

fely

an

d w

ithout

dam

age

or

loss

5

Kee

p r

ecei

ving

area

s cl

ean,

tidy,

hyg

ienic

and s

ecure

N029529 —

Can

did

ate

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2 in H

ouse

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

170

Elem

ent:

2H

K3/1

0.1

Rec

eive

and c

hec

k hou

seke

epin

g su

pplies

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Po

rtfo

lio

refe

ren

ce

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Deliveri

es

a Ext

ernal

supplie

rs

b

Inte

rnal

supplie

rs

C2

Ho

use

keep

ing

su

pp

lies

a Equip

men

t

b

Mat

eria

ls

c Cust

om

er

supplie

s

N029529 —

Can

did

ate

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— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

171

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

172

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

173

Element 2HK3/10.2

Store and issue housekeeping supplies

What you must cover

C3 — Housekeeping supplies (at least two from the following)

a) equipment

b) materials

c) customer supplies

C4 — Storage conditions (at least three from the following)

a) lighting

b) ventilation

c) temperature

d) cleanliness

N029529 —

Can

did

ate

Logbook

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2 in H

ouse

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

174

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Sto

re

house

keep

ing s

upplie

s under

the

corr

ect

stora

ge

conditio

ns

7

Issu

e house

keep

ing

supplie

s, e

nsu

ring t

hat

th

ey a

re h

andle

d in

line

with

man

ufa

cture

rs’

inst

ruct

ions

8

Follo

w s

tock

ro

tation a

nd iss

uin

g

pro

cedure

s

9

Rep

ort

low

lev

els

of

hou

seke

epin

g

supplie

s to

the

appro

priat

e m

ember

of

staf

f

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

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e 2 —

May

2013 ©

Pea

rson E

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tion L

imited

2013

175

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

10 K

eep s

tora

ge

area

s cl

ean,

tidy

and

hyg

ienic

, re

port

ing

signs

of pes

t in

fest

atio

n

imm

edia

tely

11 S

ecure

sto

rage

area

s ag

ainst

unau

thorise

d a

cces

s

12 R

efer

all

task

s outs

ide

your

area

of

resp

onsi

bili

ty t

o t

he

appro

priat

e m

ember

of

staf

f

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

176

Elem

ent:

2H

K3/1

0.2

Sto

re a

nd iss

ue

hou

seke

epin

g su

pplies

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Po

rtfo

lio

refe

ren

ce

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C3

Ho

use

keep

ing

su

pp

lies

a eq

uip

men

t

b

mat

eria

ls

c cu

stom

er

supplie

s

C4

Sto

rag

e c

on

dit

ion

s

a lig

hting

b

ventila

tion

c te

mper

ature

d

clea

nlin

ess

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

177

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

178

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

179

Unit 9: Clean, maintain and protect hard floors

Unit code: 2HK4/10

Unit credit: 4

SCQF Unit level: 5

Introduction

This unit is about cleaning, maintaining and protecting semi-hard floors using manual equipment such as brushes, mops and vacuum cleaners. It covers assessing the amount of cleaning that is required, the most suitable cleaning agents and the necessary cleaning equipment.

It is also about employing the correct process when cleaning by removing ground-in dirt before applying the appropriate treatment and ensuring, when your work is complete, that the area is left dry.

It also covers the application of protective coatings, burnishing the floor using appropriate electrical equipment and then reinstating the work area when you have finished.

This unit consists of three elements:

2HK4/10.1 Prepare to maintain hard floors

2HK4/10.2 Clean hard floors

2HK4/10.3 Protect hard floors.

This unit is Unit C2 13 in the Asset Skills suite of standards.

N029529 —

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did

ate

Logbook

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ouse

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

180

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

Ele

men

t 2H

K4/1

0.1

Pre

par

e to

mai

nta

in h

ard f

loors

K1

Exa

mple

s of har

d a

nd s

emi-

har

d f

loors

K2

How

to p

repar

e fo

r cl

eanin

g h

ard flo

ors

K3

The

leve

l of

per

sonal

hyg

iene

required

for

the

area

in w

hic

h y

ou a

re w

ork

ing a

nd w

hy

it is

import

ant

to m

ainta

in p

erso

nal

hyg

iene

K4

Why

it is

nec

essa

ry t

o r

emove

your

per

sonal

ite

ms

and w

her

e th

ey s

hould

be

store

d d

uring

clea

nin

g

K5

Org

anis

atio

nal

hea

lth a

nd s

afet

y in

stru

ctio

ns

and w

hy

thes

e sh

ould

be

chec

ked a

gai

nst

w

ork

pla

ce p

roce

dure

s

K6

Why

ther

e ar

e ch

ecks

and r

estr

ictions

in —

pla

ce f

or

the

use

of

dee

p c

lean

ing e

quip

men

t an

d

why

thes

e m

ust

be

adher

ed t

o

K7

What

mig

ht

hap

pen

if

you d

o n

ot t

ake

the

right

safe

ty m

easu

res

K8

What

colo

ur

codin

g m

eans

and w

hy

it is

import

ant

K9

The

fact

ors

that

will

aff

ect

how

you

cle

an t

he

floor

For

Ele

men

t 2H

K4/1

0.2

Cle

an h

ard flo

ors

K10

Why

you s

hould

cle

ar larg

e item

s of

deb

ris

by

han

d f

irst

of al

l

K11

Saf

e han

dlin

g t

echniq

ues

for

larg

e item

s of

deb

ris

K12

Diffe

rent

met

hods

of re

movi

ng loose

dust

and d

ebris

and h

ow

to c

hoose

the

right

one

K13

The

corr

ect

conta

iner

in w

hic

h t

o put

dust

and d

ebris

K14

How

to iden

tify

diffe

rent

types

of sp

illag

e

N029529 —

Can

did

ate

Logbook

— S

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2 in H

ouse

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ing a

t SCQ

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

181

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

Ele

men

t 2H

K4/1

0.2

Cle

an h

ard flo

ors

K15

Why

it is

import

ant

to r

eport

any

spill

ages

you c

annot

iden

tify

and b

ody

fluid

s an

d n

ot

clea

r th

ese

up u

ntil yo

u h

ave

inst

ruct

ions

K16

Diffe

rent

met

hods

of re

movi

ng s

pill

ages

and h

ow t

o ch

oose

the

right

one

K17

The

avai

lable

met

hods

of

trea

tmen

t an

d t

he

most

effec

tive

and e

conom

ical

to u

se

K18

How

to iden

tify

the

most

appro

priat

e pla

ce t

o c

arry

out

test

cle

ans

and w

hy

this

should

be

done

bef

ore

apply

ing t

reat

men

ts

K19

The

circ

um

stan

ces

under

whic

h e

quip

men

t an

d s

urf

aces

should

be

pre

-tre

ated

K20

Why

trea

tmen

ts s

hould

be

applie

d t

o s

urf

aces

eve

nly

and t

he

effe

cts

of n

ot d

oin

g t

his

K21

Why

it is

import

ant

to r

eport

any

stai

ns

that

can

not

be

rem

ove

d

K22

Why

it is

import

ant

to d

ispose

of

left

-ove

r cl

eanin

g s

olu

tions

corr

ectly

and h

ow

to d

o s

o

K23

Why

the

floor

must

be

left

fre

e of gro

und-i

n s

oil an

d p

rote

ctiv

e co

atin

gs

and w

hat

mig

ht

hap

pen

if it

is n

ot

K24

The

import

ance

of le

avin

g t

he

floor

neu

tral

ised

and w

hat

mig

ht

hap

pen

if

it is

not

For

Ele

men

t 2H

K4/1

0.3

Pro

tect

har

d f

loors

K25

The

range

of

pro

tect

ive

coat

ings

avai

lable

and h

ow

to c

hoose

one

that

is

right

for

the

floor

surf

ace

K26

How

to d

ecid

e w

hat

is

the

right

num

ber

of

pro

tect

ive

coat

ings

K27

How

to a

pply

the

coat

ing e

venly

and s

yste

mat

ical

ly a

nd w

hy

K28

How

to b

urn

ish t

he

floor

syst

emat

ical

ly,

obta

inin

g t

he

required

deg

ree

of

shin

e

K29

How

to d

ispose

of

unuse

d p

rote

ctiv

e co

atin

gs

corr

ectly

K30

The

import

ance

of putt

ing t

hin

gs

bac

k as

you found t

hem

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

182

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

183

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

184

Elem

ent

2H

K4/1

0.1

Pre

pare

to m

ain

tain

hard

flo

ors

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Prep

are

your

work

ing a

rea

and y

our

equip

men

t so

that

you

ca

n d

o t

he

job

effici

ently,

corr

ectly

and s

afel

y

2

Ensu

re y

our

leve

l of

per

sonal

hyg

iene

mee

ts t

he

busi

nes

s’

stan

dar

ds

and is

mai

nta

ined

th

roughout

the

clea

nin

g p

roce

ss

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

185

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

3

Ensu

re t

hat

the

required

per

sonal

pro

tect

ive

equip

men

t is

ava

ilable

for

use

an

d is

use

d w

hen

under

taki

ng c

lean

ing

of

floors

4

Iden

tify

the

corr

ect

equip

men

t/w

ork

are

a fo

r tr

eatm

ent

and

dec

ide

on t

he

most

ef

fect

ive

and

econom

ical

tre

atm

ent

to p

rovi

de

5

Iden

tify

and r

eport

dam

aged

or

det

erio

rating s

urf

aces

an

d/o

r th

ose

whic

h

may

req

uire

rest

ora

tive

work

6

Look

for

and n

ote

an

y fa

ctors

that

will

af

fect

how

you c

lean

th

e floor

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

186

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

7

Note

any

stan

dar

ds

that

nee

d t

o

be

applie

d t

o t

he

work

oth

er t

han

your

super

viso

r’s

inst

ruct

ions,

for

exam

ple

inst

ruct

ions

hel

d b

y th

e cu

stom

er

rela

tive

to t

he

surf

ace

you a

re t

o tr

eat

or

any

slip

res

ista

nce

fac

tor

you m

ust

res

tore

8

Mak

e su

re t

her

e is

en

ough v

entila

tion in

the

work

are

a fo

r yo

ur

com

fort

when

car

ryin

g

out

clea

nin

g,

and t

o

aid a

ny

dry

ing p

roce

ss

9

Choose

equip

men

t an

d c

lean

ing a

gen

ts

that

are

rig

ht

for

the

floor,

the

amount

of

gro

und-i

n s

oil

and t

he

pro

tect

ive

coat

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

187

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

188

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

189

Elem

ent

2H

K4/1

0.2

Cle

an

hard

flo

ors

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

10 S

afel

y cl

ear

any

larg

e item

s of

deb

ris

by

han

d first

of

all

11 R

emove

the

loose

dust

and d

ebris

care

fully

and s

afel

y w

ithout

causi

ng t

he

dust

to s

pre

ad

12 R

eport

any

bodily

fluid

or

oth

er s

pill

ages

th

at y

ou c

annot

iden

tify

to t

he

per

son

in c

har

ge

and o

nly

cl

ear

them

up w

hen

th

ey t

ell yo

u

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

190

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

13 C

hoose

a m

ethod

of

clea

ring u

p t

he

spill

age

that

is

right

for

the

floor

and t

he

size

and t

ype

of

spill

age

14 S

oft

en g

round-i

n

soil

and s

tain

s bef

ore

tr

ying t

o re

move

them

15 C

arry

out

test

cl

eans

in a

n a

rea

wher

e m

arks

are

lea

st

likel

y to

be

notice

d

16 A

pply

the

trea

tmen

t sa

fely

, ac

cord

ing t

o t

he

man

ufa

cture

r’s

inst

ruct

ions

and

without

ove

r-w

etting

or

dam

agin

g t

he

surf

ace

17 R

eport

any

stai

ns

that

you c

annot

rem

ove

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

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ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

191

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

18 L

eave

the

floor

free

of

gro

und-i

n s

oil

and p

rote

ctiv

e co

atin

g,

neu

tral

ised

, dry

and f

ree

of

smea

rs

19 P

ut

the

area

bac

k as

you f

ound it

20 D

ispose

of an

y unuse

d c

lean

ing

trea

tmen

ts a

nd w

aste

pro

duct

s ac

cord

ing t

o

work

pla

ce g

uid

elin

es

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

192

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

193

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

194

Elem

ent

2H

K4/1

0.3

Pro

tect

hard

flo

ors

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

21 C

hoose

a

pro

tect

ive

coat

ing a

nd

equip

men

t th

at is

right

for

the

floor

surf

ace

22 A

pply

the

required

num

ber

of pro

tect

ive

coat

ings

even

ly a

nd

syst

emat

ical

ly,

follo

win

g

man

ufa

cture

r’s

inst

ruct

ions

23 L

eave

the

floor

dry

, w

ith a

n e

ven

finis

h

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

195

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

24 L

eave

the

floor

free

of

dust

25 D

ispose

of an

y unuse

d m

ater

ials

co

rrec

tly

and p

ut

ever

ythin

g b

ack

in t

he

right

pla

ce

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

196

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

197

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

198

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

199

Unit 10: Clean and maintain soft floors and furnishings

Unit code: 2HK5/10

Unit credit: 4

SCQF Unit level: 5

Introduction

This unit is about cleaning soft floors or furnishings, including the removal of stains and applying independent treatments to carpets and soft furnishings.

This unit covers a range of specialist methods including: dry suction, pile agitation, bonnet mopping absorption, dry powder extraction, water extraction, dry solvent application, shampooing, and pile realignment.

When you have completed this unit, you will have proved you can:

• 2HK5/10.1 Prepare to maintain soft floors or furnishings

• 2HK5/10.2 Maintain soft floors and furnishings.

This unit is Unit C2 14 in the Asset Skills suite of standards.

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

200

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

Ele

men

t 2H

K5/1

0.1

Pre

par

e to

mai

nta

in s

oft

flo

ors

or

furn

ishin

gs

K1

Why

it is

import

ant

to h

ave

an u

p-t

o-d

ate

clea

nin

g s

pec

ific

atio

n a

nd fro

m w

hom

it

can b

e obta

ined

K2

The

leve

l of

per

sonal

hyg

iene

required

for

the

area

in w

hic

h y

ou a

re w

ork

ing a

nd w

hy

it is

import

ant

to m

ainta

in p

erso

nal

hyg

iene

K3

Why

it is

nec

essa

ry t

o r

emove

your

per

sonal

ite

ms

and w

her

e th

ey s

hould

be

store

d d

uring

clea

nin

g

K4

Why

ther

e ar

e ch

ecks

and r

estr

ictions

in —

pla

ce f

or

the

use

of

dee

p c

lean

ing e

quip

men

t an

d

why

thes

e m

ust

be

adher

ed t

o

K5

Org

anis

atio

nal

hea

lth a

nd s

afet

y in

stru

ctio

ns

and w

hy

thes

e sh

ould

be

chec

ked a

gai

nst

w

ork

pla

ce p

roce

dure

s

K6

The

avai

lable

met

hods

of

trea

tmen

t an

d t

he

most

effec

tive

and e

conom

ical

to u

se

K7

How

to a

sses

s w

het

her

the

mat

eria

l is

suitab

le f

or

the

pla

nned

tre

atm

ent

and w

hat

fac

tors

to

take

into

acc

ount

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

201

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

Ele

men

t 2H

K5/1

0.2

Mai

nta

in s

oft

floors

or

furn

ishin

gs

K8

Why

it is

import

ant

to r

emove

super

fici

al dust

and d

ebris

bef

ore

com

men

cing t

he

dee

p c

leanin

g

pro

cess

K9

How

to s

ofte

n g

round-i

n s

oil

and/o

r st

ains,

when

it

is s

oft

enough a

nd w

hy

it is

nec

essa

ry a

nd

import

ant

to d

o t

his

K10

How

to iden

tify

the

most

appro

priat

e pla

ce t

o c

arry

out

test

cle

ans

and w

hy

this

should

be

done

bef

ore

apply

ing t

reat

men

ts

K11

The

circ

um

stan

ces

under

whic

h e

quip

men

t an

d s

urf

aces

should

be

pre

-tre

ated

K12

Why

trea

tmen

ts s

hould

be

applie

d t

o m

ater

ials

eve

nly

and t

he

effe

cts

of

not

doin

g t

his

K13

How

to c

lean

met

hodic

ally

, how

you

can

red

uce

spre

adin

g d

ust

and w

hy

this

is

import

ant

K14

How

to a

void

dam

agin

g t

he

surf

ace

and t

he

poss

ible

res

ults

of

dam

agin

g t

he

surf

ace

K15

Why

it is

import

ant

to t

ake

pre

cautions

in c

lean

ing u

nse

cure

d ite

ms

such

as

rugs

K16

The

dan

ger

s of w

ork

ing a

t hei

ght

usi

ng s

tepla

dder

s an

d h

ow

to d

o s

o sa

fely

K17

Why

it is

import

ant

to r

emove

any

exce

ss m

ois

ture

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

202

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

203

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

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did

ate

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e 2 —

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2013 ©

Pea

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duca

tion L

imited

2013

204

Elem

ent

2H

K5/1

0.1

Pre

pare

to m

ain

tain

so

ft f

loo

rs o

r fu

rnis

hin

g

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Ensu

re y

our

leve

l of

per

sonal

hyg

iene

mee

ts t

he

stan

dar

ds

of

the

spec

ific

atio

n

and is

mai

nta

ined

th

roughout

the

clea

nin

g p

roce

ss

2

Iden

tify

the

corr

ect

mat

eria

l fo

r tr

eatm

ent

and d

ecid

e on t

he

most

effec

tive

an

d e

conom

ical

tr

eatm

ent

to p

rovi

de

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duca

tion L

imited

2013

205

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

3

Exa

min

e th

e m

ater

ial to

mak

e su

re

that

it

is s

uitab

le f

or

the

pla

nned

tr

eatm

ent,

giv

en t

he

nat

ure

of

the

mat

eria

l an

d t

he

type,

posi

tion,

form

and a

mount

of

soili

ng

4

Iden

tify

whet

her

th

e m

ater

ial is

co

lourf

ast

and s

hrink-

resi

stan

t

5

Iden

tify

and r

eport

dam

aged

or

det

erio

rating s

urf

aces

an

d/o

r th

ose

whic

h

may

req

uire

rest

ora

tive

work

6

Look

for

and n

ote

an

y fa

ctors

that

will

af

fect

how

you c

lean

th

e m

ater

ial

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imited

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Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

7

Note

any

stan

dar

ds

that

nee

d t

o

be

applie

d t

o t

he

work

oth

er t

han

your

super

viso

r’s

inst

ruct

ions,

for

exam

ple

inst

ruct

ions

hel

d b

y th

e cu

stom

er

rela

tive

to t

he

mat

eria

l yo

u a

re t

o

trea

t

8

Mak

e su

re t

her

e is

en

ough v

entila

tion in

the

work

are

a fo

r yo

ur

com

fort

when

car

ryin

g

out

dee

p c

lean

ing,

and

to a

id a

ny

dry

ing

pro

cess

9

Move

port

able

obje

cts

whic

h m

ay g

et

in t

he

way

while

you

are

work

ing

10 P

repar

e yo

ur

work

ing a

rea

and y

our

equip

men

t so

that

you

ca

n d

o t

he

job

effici

ently,

corr

ectly

and s

afel

y

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ate

Logbook

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Pea

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duca

tion L

imited

2013

207

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

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ate

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e 2 —

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duca

tion L

imited

2013

208

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

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ate

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e 2 —

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duca

tion L

imited

2013

209

Elem

ent

2H

K5/1

0.2

Main

tain

so

ft f

loo

rs o

r fu

rnis

hin

gs

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

11 R

emove

dust

and

deb

ris

bef

ore

you

apply

the

clea

nin

g

agen

t or

trea

tmen

t

12 S

oft

en g

round-i

n

soil

and s

tain

s bef

ore

tr

ying t

o re

move

them

13 A

pply

the

trea

tmen

t sa

fely

, ac

cord

ing t

o t

he

man

ufa

cture

r’s

inst

ruct

ions

and

without

ove

r-w

etting

or

dam

agin

g t

he

mat

eria

l

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tion L

imited

2013

210

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

14 E

xam

ine

the

trea

ted a

rea

and a

pply

m

ore

tre

atm

ent

if it

will

hel

p t

o r

emove

th

e st

ain s

afel

y

15 M

ake

sure

that

su

rfac

es h

ave

an e

ven

appea

rance

when

you

hav

e finis

hed

your

work

16 L

eave

the

mat

eria

l fr

ee o

f ex

cess

m

ois

ture

and g

round-

in s

oil w

hen

you h

ave

finis

hed

17 P

ut

ever

ythin

g

bac

k as

you f

ound it

18 D

ispose

of w

aste

aw

ay a

ccord

ing t

o

work

pla

ce g

uid

elin

es

19 T

ell th

e re

leva

nt

per

son a

bou

t an

y st

ains

you c

annot

rem

ove

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ate

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e 2 —

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2013 ©

Pea

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duca

tion L

imited

2013

211

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

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ouse

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ing a

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vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

212

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

213

Unit 11: Provide a linen service

Unit code: 2HK6/10

Unit credit: 3

SCQF Unit level: 5

Introduction

This unit is about taking delivery of linen supplies, checking deliveries and completing any relevant forms. The unit also covers storing linen under the correct conditions and using stock rotation procedures.

When you have completed this unit, you will have proved you can:

• 2HK6/10.1 Receive and check clean linen

• 2HK6/10.2 Store and issue clean linen.

What some of the words in this unit mean

Internal deliveries for example, from other departments in your organisation

Pest infestation for example, bed bugs, rats, mice and cockroaches

Receiving area anywhere in your workplace where you receive deliveries

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imited

2013

214

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Curr

ent

rele

vant

legis

lation r

elat

ing t

o s

afe

work

ing p

ract

ices

when

han

dlin

g a

nd s

toring lin

en

For

Ele

men

t 2H

K6/1

0.1

Rec

eive

and c

hec

k cl

ean lin

en

K2

Why

you s

hould

not

acce

pt

dam

aged

goods

K3

What

pro

cedure

s yo

u s

hould

follo

w if

the

amount

del

iver

ed d

oes

not

mat

ch o

rder

s an

d d

eliv

ery

note

s

K4

What

pro

cedure

s yo

u s

hould

follo

w if

the

linen

del

iver

ed d

oes

not

mee

t th

e re

quired

sta

ndar

ds

of

pre

senta

tion

K5

What

you s

hould

do if yo

u s

pot

bed

bugs

or

oth

er infe

stat

ion in c

lean

lin

en

K6

Why

you s

hould

kee

p r

ecei

ving a

reas

cle

an,

tidy

and f

ree

from

rubbis

h

K7

Why

you s

hould

chec

k th

at lin

en y

ou r

ecei

ve is

corr

ectly

fold

ed

For

Ele

men

t 2H

K6/1

0.2

Sto

re a

nd iss

ue

clea

n lin

en

K8

Why

stora

ge

conditio

ns

are

import

ant

and w

hat

eff

ect

they

hav

e on lin

en ite

ms

in s

tora

ge

K9

What

pro

cedure

s yo

u s

hould

follo

w t

o s

tore

lin

en

K10

Why

stock

rota

tion p

roce

dure

s ar

e im

port

ant

K11

What

pro

cedure

s yo

u s

hould

follo

w t

o iss

ue

linen

ite

ms

to s

taff

K12

Why

you s

hould

mai

nta

in a

ccura

te r

ecord

s of

clea

n lin

en ite

ms

rece

ived

, st

ore

d a

nd iss

ued

K13

Why

it is

import

ant

to s

ecure

lin

en s

tore

s ag

ainst

unau

thorise

d a

cces

s

K14

What

pro

cedure

s yo

u s

hould

follo

w t

o m

ake

sure

pes

t in

fest

atio

n d

oes

not

occ

ur

K15

What

you s

hould

do if yo

u iden

tify

pes

t in

fest

atio

n

K16

The

types

of

pro

ble

ms

that

may

hap

pen

when

sto

ring lin

en a

nd h

ow y

ou s

hould

dea

l w

ith t

hes

e

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e 2 —

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2013 ©

Pea

rson E

duca

tion L

imited

2013

215

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

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ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

216

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

217

Element 2HK6/10.1

Receive and check clean linen

What you must cover

C1 — Deliveries (at least one from the following)

a) internal linen supply

b) external linen supply

C2 — Presentation requirements (at least three from the following)

a) clean

b) free from stains

c) free from fabric damage

d) folded correctly

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imited

2013

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What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Chec

k del

iver

ies

of

linen

supplie

s to

en

sure

that

they

m

atch

ord

ers

and

del

iver

y note

s

2

Com

ple

te d

eliv

ery

docu

men

tation

accu

rate

ly

3

Rep

ort

any

dis

crep

anci

es w

ith

del

iver

ies

to t

he

appro

priat

e m

ember

of

staf

f

4

Move

cle

an lin

en

safe

ly t

o t

he

stora

ge

area

N029529 —

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May

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tion L

imited

2013

219

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

5

Chec

k lin

en m

eets

pre

senta

tion

requirem

ents

and

report

any

dis

crep

anci

es t

o t

he

appro

priat

e m

ember

of

staf

f

6

Kee

p r

ecei

ving

area

s cl

ean,

tidy,

hyg

ienic

and s

ecure

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tion L

imited

2013

220

Elem

ent:

2H

K6/1

0.1

Rec

eive

and c

hec

k cl

ean lin

en

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Deliveri

es

a in

tern

al lin

en

supply

b

exte

rnal

lin

en

supply

C2

Pre

sen

tati

on

re

qu

irem

en

ts

a cl

ean

b

free

fro

m s

tain

s

c fr

ee f

rom

fab

ric

dam

age

d

fold

ed c

orr

ectly

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did

ate

Logbook

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2 in H

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ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

221

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

222

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

223

Element 2HK6/10.2

Store and issue clean linen

What you must cover

C3 — Conditions (at least three from the following)

a) lighting

b) ventilation

c) temperature

d) cleanliness

N029529 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

224

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

7

Sto

re lin

en

supplie

s under

the

corr

ect

conditio

ns

8

Follo

w s

tock

ro

tation p

roce

dure

s

9

Issu

e th

e co

rrec

t ty

pe

and q

uan

tity

of

linen

to s

taff

10 K

eep a

ccura

te a

nd

com

ple

te r

ecord

s of

item

s re

ceiv

ed,

store

d

and iss

ued

11 R

eport

sig

ns

of

mis

sing s

tock

im

med

iate

ly

12

Kee

p s

tora

ge

area

s cl

ean,

dry

and

secu

re

13 R

eport

sig

ns

of

pes

t in

fest

atio

n

imm

edia

tely

N029529 —

Can

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imited

2013

225

Elem

ent:

2H

K6/1

0.2

Sto

re a

nd iss

ue

clea

n lin

en

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C3

Deliveri

es

a lig

hting

b

ventila

tion

c te

mper

ature

d

clea

nlin

ess

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

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ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

226

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

227

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

228

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

229

Unit 12: Give customers a positive impression of yourself and your organisation

Unit code: 2GEN1/10

Unit credit: 5

SCQF Unit level: 5

Introduction

This unit is about communicating with customers to give a positive impression of yourself and your organisation. It involves giving customers the right impression, responding to their needs and providing helpful information.

This unit is Unit A4 from the Institute of Customer Service suite of standards.

N029529 —

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e 2 —

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Pea

rson E

duca

tion L

imited

2013

230

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Your

org

anis

atio

n’s

sta

ndar

ds

for

appea

rance

and b

ehav

iour

K2

Your

org

anis

atio

n’s

guid

elin

es f

or

how

to r

ecog

nis

e w

hat

your

cust

omer

wan

ts a

nd r

espond

appro

priat

ely

K3

Your

org

anis

atio

n’s

rule

s an

d p

roce

dure

s re

gar

din

g t

he

met

hods

of c

omm

unic

atio

n y

ou u

se

K4

How

to r

ecog

nis

e w

hen

a c

ust

om

er is

angry

or

confu

sed

K5

Your

org

anis

atio

n’s

sta

ndar

ds

for

tim

elin

ess

in r

espondin

g t

o c

ust

om

er q

ues

tions

and r

eques

ts

for

info

rmat

ion

N029529 —

Can

did

ate

Logbook

— S

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2 in H

ouse

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ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

231

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

232

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

233

Establish effective rapport with customers 2GEN1/10.1

 

What you must cover

C1 — Communication method (at least three from the following)

a) face to face

b) in writing

c) by telephone

d) by text message

e) by email (including social networking)

f) Intranet

C2 — Positive impression (all of the following)

a) during routine delivery of customer service

b) during a busy time in your job

c) during a quiet time in your job

d) when people, systems or resources have let you down

C3 — Communicate with customers (both of the following)

a) using appropriate spoken or written language

b) applying the conventions and rules appropriate to the method of communication you have chosen

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

234

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Mee

t yo

ur

org

anis

atio

n’s

st

andar

ds

of

appea

rance

and

beh

avio

ur

2

Gre

et y

our

cust

om

er r

espec

tfully

an

d in a

frien

dly

m

anner

3

Com

munic

ate

with

your

cust

omer

in a

w

ay t

hat

mak

es t

hem

fe

el v

alued

and

resp

ecte

d

4

Iden

tify

and

confirm

your

cust

om

er’s

ex

pec

tations

5

Tre

at y

our

cust

om

er c

ourt

eousl

y an

d h

elpfu

lly a

t al

l tim

es

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

235

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

6

Kee

p y

our

cust

om

er info

rmed

an

d r

eass

ure

d

7

Adap

t yo

ur

beh

avio

ur

to r

espond

effe

ctiv

ely

to d

iffe

rent

cust

om

er b

ehav

iour

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

236

Elem

ent:

2G

EN1/1

0.1

Est

ablish

eff

ecti

ve r

appor

t w

ith c

ust

omer

s

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Co

mm

un

icati

on

m

eth

od

a fa

ce t

o fac

e

b

in w

riting

c by

tele

phone

d

by

text

mes

sage

e by

emai

l (i

ncl

udin

g s

oci

al

net

work

ing)

f in

tran

et

C2

Po

siti

ve

imp

ress

ion

a during r

outine

del

iver

y of

cust

om

er s

ervi

ce

b

during a

busy

tim

e in

your

job

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

237

Elem

ent:

2G

EN1/1

0.1

Est

ablish

eff

ecti

ve r

appor

t w

ith c

ust

omer

s (con

tinu

ed)

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

c during a

quie

t tim

e in

your

job

d

when

peo

ple

, sy

stem

s or

reso

urc

es h

ave

let

you d

own

C3

Co

mm

un

icate

wit

h

cust

om

ers

a usi

ng a

ppro

priat

e sp

oke

n o

r w

ritt

en

languag

e

b

apply

ing t

he

conve

ntions

and

rule

s ap

pro

priat

e to

the

met

hod o

f co

mm

unic

atio

n

you h

ave

chose

n

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

238

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

239

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

240

Respond appropriately to customers 2GEN1/10.2

What you must cover

C1 — Communication method (at least three from the following)

a) face to face

b) in writing

c) by telephone

d) by text message

e) by email (including social networking)

f) Intranet

C2 — Positive impression (all of the following)

a) during routine delivery of customer service

b) during a busy time in your job

c) during a quiet time in your job

d) when people, systems or resources have let you down

C3 — Communicate with customers (both of the following)

a) using appropriate spoken or written language

b) applying the conventions and rules appropriate to the method of communication you have chosen

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

241

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

8

Res

pond p

rom

ptly

to a

cust

om

er s

eeki

ng

hel

p

9

Choose

the

most

ap

pro

priat

e w

ay t

o

com

munic

ate

with

your

cust

omer

10 C

hec

k w

ith y

our

cust

om

er t

hat

you

hav

e fu

lly u

nder

stood

thei

r ex

pec

tations

11 R

espond p

rom

ptly

and p

osi

tive

ly t

o y

our

cust

om

ers

ques

tions

and c

om

men

ts

12 A

llow

your

cust

om

er t

ime

to

consi

der

your

resp

onse

and g

ive

furt

her

exp

lanat

ion

when

appro

priat

e

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

242

Elem

ent:

2G

EN1/1

0.2

Res

pon

d a

ppro

pri

atel

y to

cust

omer

s

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Co

mm

un

icati

on

m

eth

od

a fa

ce t

o fac

e

b

in w

riting

c by

tele

phone

d

by

text

mes

sage

e by

emai

l (i

ncl

udin

g s

oci

al

net

work

ing)

f in

tran

et

C2

Po

siti

ve

imp

ress

ion

a during r

outine

del

iver

y of

cust

om

er s

ervi

ce

b

during a

busy

tim

e in

your

job

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

243

Elem

ent:

2G

EN1/1

0.2

Res

pon

d a

ppro

pri

atel

y to

cust

omer

s (con

tinu

ed)

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

c during a

quie

t tim

e in

your

job

d

when

peo

ple

, sy

stem

s or

reso

urc

es h

ave

let

you d

own

C3

Co

mm

un

icate

wit

h

cust

om

ers

a usi

ng a

ppro

priat

e sp

oke

n o

r w

ritt

en

languag

e

b

apply

ing t

he

conve

ntions

and

rule

s ap

pro

priat

e to

the

met

hod o

f co

mm

unic

atio

n

you h

ave

chose

n

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

244

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

245

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

246

Communicate information to customers 2GEN1/10.3

What you must cover

C1 — Communication method (at least three from the following)

a) face to face

b) in writing

c) by telephone

d) by text message

e) by email (including social networking)

f) Intranet

C2 — Positive impression (all of the following)

a) during routine delivery of customer service

b) during a busy time in your job

c) during a quiet time in your job

d) when people, systems or resources have let you down

C3 — Communicate with customers (both of the following)

a) using appropriate spoken or written language

b) applying the conventions and rules appropriate to the method of communication you have chosen

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

247

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Prac

tica

l Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

13 Q

uic

kly

find

info

rmat

ion t

hat

will

hel

p y

our

cust

om

er

14 G

ive

your

cust

om

er info

rmat

ion

they

nee

d a

bout

the

serv

ices

or

pro

duct

s offer

ed b

y yo

ur

org

anis

atio

n

15 R

ecognis

e in

form

atio

n t

hat

your

cust

om

er m

ight

find

com

plic

ated

and c

hec

k w

het

her

they

fully

under

stan

d

16 E

xpla

in c

lear

ly t

o

your

cust

omer

s an

y re

asons

why

thei

r nee

ds

or

expec

tations

cannot

be

met

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

248

Elem

ent:

2G

EN1/1

0.3

Com

munic

ate

info

rmat

ion t

o cu

stom

ers

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Co

mm

un

icati

on

m

eth

od

a fa

ce t

o fac

e

b

in w

riting

c by

tele

phone

d

by

text

mes

sage

e by

emai

l (i

ncl

udin

g s

oci

al

net

work

ing)

f in

tran

et

C2

Po

siti

ve

imp

ress

ion

a during r

outine

del

iver

y of

cust

om

er s

ervi

ce

b

during a

busy

tim

e in

your

job

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

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ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

249

Elem

ent:

2G

EN1/1

0.3

Com

munic

ate

info

rmat

ion t

o cu

stom

ers

(con

tinu

ed)

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

c during a

quie

t tim

e in

your

job

d

when

peo

ple

, sy

stem

s or

reso

urc

es h

ave

let

you d

own

C3

Co

mm

un

icate

wit

h

cust

om

ers

a usi

ng a

ppro

priat

e sp

oke

n o

r w

ritt

en

languag

e

b

apply

ing t

he

conve

ntions

and

rule

s ap

pro

priat

e to

the

met

hod o

f co

mm

unic

atio

n

you h

ave

chose

n

N029529 —

Can

did

ate

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2 in H

ouse

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vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

250

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

251

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

252

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

253

Unit 13: Deal with customers across a language divide

Unit code: 2GEN7/10

Unit credit: 8

SCQF Unit level: 5

Introduction

Customer service is frequently delivered across a language divide. In a multicultural society many customers may have a different first language from those delivering customer service to them. This language divide can present a real challenge to those who deliver customer service. This unit is about preparing to deliver customer service across a language divide and seeing through that delivery. The unit covers the steps that are needed to deal with customers with different language preferences without having full access to your customer’s first language. You should choose this unit if you frequently deal across a language divide. Remember, customers can be both external and internal to your organisation.

This unit is Unit B5 from the Institute of Customer Services suite of standards.

N029529 —

Can

did

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VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

254

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

The

languag

es t

hat

you

are

most

lik

ely

to e

nco

unte

r am

ong g

roups

of y

our

cust

omer

s

K2

How

to g

reet

, th

ank

and s

ay far

ewel

l to

cust

omer

s in

thei

r firs

t la

nguag

es

K3

The

import

ance

of

dea

ling w

ith c

ust

om

ers

in t

hei

r firs

t la

nguag

e if p

oss

ible

K4

How

to e

xpla

in t

o a

cust

om

er t

hat

you c

annot

hold

an e

xten

ded

conve

rsat

ion in t

hei

r firs

t la

nguag

e

K5

The

import

ance

of to

ne,

pac

e an

d v

olu

me

when

dea

ling w

ith c

ust

om

ers

acro

ss a

lan

guag

e div

ide

K6

Poss

ible

sourc

es o

f as

sist

ance

to u

se w

hen

a lan

guag

e bar

rier

dem

ands

additio

nal

lan

guag

e sk

ills

N029529 —

Can

did

ate

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— S

VQ

2 in H

ouse

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ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

255

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

256

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

257

Prepare to deal with customers with a different first language 2GEN7/10.1

What you must cover

C1 — Dealing with customers (all of the following)

a) during routine delivery of customer service

b) during a busy time in your job

c) during a quiet time in your job

N029529 —

Can

did

ate

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VQ

2 in H

ouse

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ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

258

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Iden

tify

the

languag

e or

languag

es

oth

er t

han

your

own

that

you a

re m

ost

lik

ely

to c

om

e ac

ross

w

hen

dea

ling w

ith

cust

om

ers

2

Lear

n a

gre

etin

g,

an e

xpre

ssio

n o

f th

anks

and a

far

ewel

l phra

se in t

he

languag

e yo

u e

xpec

t to

enco

unte

r

3

Iden

tify

a s

ourc

e of

assi

stan

ce w

ith a

la

nguag

e yo

u e

xpec

t to

enco

unte

r w

hen

del

iver

ing c

ust

om

er

serv

ice

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

259

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

4

Agre

e w

ith

colle

agues

info

rmal

si

gnin

g o

ptions

that

m

ay b

e use

d f

or

key

aspec

ts o

f yo

ur

serv

ices

or

pro

duct

s w

hen

dea

ling w

ith

som

ebody

with a

diffe

rent

firs

t la

nguag

e

5

Log u

sefu

l w

ord

s an

d p

hra

ses

to

support

your

dea

lings

with a

cust

omer

with

a diffe

rent

firs

t la

nguag

e

6

Lear

n a

n

appro

priat

e phra

se t

o

expla

in t

o y

our

cust

om

er in t

hei

r firs

t la

nguag

e th

at y

ou d

o

not

spea

k th

at

languag

e fluen

tly

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

260

Elem

ent:

2G

EN7/1

0.1

Pre

par

e to

dea

l w

ith c

ust

omer

s w

ith a

dif

fere

nt

firs

t la

ngu

age

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Co

mm

un

icati

on

m

eth

od

a during r

outine

del

iver

y of

cust

om

er s

ervi

ce

b

during a

busy

tim

e in

your

job

c during a

quie

t tim

e in

your

job

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

261

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

262

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

263

Deal with customers who speak a different first language from your own 2GEN7/10.2

What you must cover

C1 — Dealing with customers (all of the following)

a) during routine delivery of customer service

b) during a busy time in your job

c) during a quiet time in your job

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

Issu

e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

264

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

7

Iden

tify

you

r cu

stom

er’s

first

la

nguag

e an

d indic

ate

to t

hem

that

you a

re

awar

e of

this

8

Est

ablis

h t

he

expec

tations

of yo

ur

cust

om

er r

egar

din

g

whet

her

they

exp

ect

to d

eal in

your

firs

t la

nguag

e or

thei

rs

9

Spea

k cl

early

and

slow

ly if

usi

ng a

la

nguag

e w

hic

h is

not

the

firs

t la

nguag

e fo

r ei

ther

you o

r yo

ur

cust

om

er

10 M

ainta

in a

co

nsi

sten

t to

ne

and

volu

me

when

dea

ling

with s

om

ebody

acro

ss

a la

nguag

e div

ide

N029529 —

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Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

11 L

iste

n c

lose

ly t

o

your

cust

omer

to

iden

tify

any

word

s th

ey m

ay b

e usi

ng in

a w

ay t

hat

diffe

rs

from

the

way

you

w

ould

gen

eral

ly u

se

the

sam

e w

ord

s

12 C

hec

k yo

ur

under

stan

din

g o

f sp

ecific

word

s w

ith

your

cust

omer

usi

ng

ques

tions

for

clar

ific

atio

n

13 S

eek

appro

priat

e as

sist

ance

fro

m

colle

agues

if

you a

re

unab

le t

o c

om

ple

te a

cu

stom

er t

ransa

ctio

n

bec

ause

of

languag

e bar

rier

s

N029529 —

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Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

14 R

eword

a q

ues

tion

or

expla

nat

ion if

your

cust

om

er c

lear

ly d

oes

not

under

stan

d y

our

origin

al w

ord

ing

15 U

se a

few

word

s of

your

cust

omer

’s f

irst

la

nguag

e to

cre

ate

a ra

pport

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Elem

ent:

2G

EN7/1

0.2

Dea

l w

ith c

ust

omer

s w

ho

spea

k a

diff

eren

t fi

rst

langu

age

from

you

r ow

n

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Co

mm

un

icati

on

m

eth

od

a during r

outine

del

iver

y of

cust

om

er s

ervi

ce

b

during a

busy

tim

e in

your

job

c during a

quie

t tim

e in

your

job

N029529 —

Can

did

ate

Logbook

— S

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2 in H

ouse

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2013 ©

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tion L

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268

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

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2 in H

ouse

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F Le

vel 5 —

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e 2 —

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2013 ©

Pea

rson E

duca

tion L

imited

2013

269

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

270

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

271

Unit 14: Maintain customer service through effective handover

Unit code: 2GEN8/10

Unit credit: 4

SCQF Unit level: 5

Introduction

Customer service delivery in a team involves many situations when you are unable to see actions through and you pass on responsibility to a colleague, for example, during a shift change. This sharing of responsibility should be organised and follow a recognised pattern. Most of all you need to be sure that, when responsibility is passed on, the actions are seen through. This involves routinely checking with your colleagues that customer service actions have been completed. This unit is for you if your job involves service delivery as part of a team and you regularly pass on responsibility for completion of a customer service action to a colleague.

This unit is Unit B8 in the Institute of Customer Service suite of standards.

N029529 —

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272

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Your

org

anis

atio

n’s

cust

om

er s

ervi

ce p

roce

dure

s fo

r th

e se

rvic

es o

r pro

duct

s yo

u a

re invo

lved

in

del

iver

ing

K2

The

appro

priat

e co

lleag

ues

to p

ass

resp

onsi

bili

ty t

o for

com

ple

ting p

articu

lar

cust

omer

ser

vice

ac

tions

K3

Way

s of en

suring t

hat

info

rmat

ion is

pas

sed b

etw

een y

ou a

nd y

our

colle

agues

effec

tive

ly

K4

Way

s to

rem

ind y

ours

elf

of

actions

that

nee

d t

o b

e ch

ecke

d w

hen

you

hav

e pas

sed o

n

resp

onsi

bili

ty t

o a

colle

ague

K5

The

import

ance

of ch

ecki

ng t

actf

ully

with a

colle

ague

whet

her

they

hav

e co

mple

ted t

he

cust

om

er s

ervi

ce a

ctio

ns

you w

ere

expec

ting

K6

Opport

unitie

s fo

r co

ntr

ibuting t

o r

evie

w t

he

way

cust

om

er s

ervi

ce a

ctio

ns

are

shar

ed in c

ust

om

er

serv

ice

pro

cess

es

N029529 —

Can

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2013 ©

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duca

tion L

imited

2013

273

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

274

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029529 — Candidate Logbook — SVQ2 in Housekeeping at SCQF Level 5 —

Issue 2 — May 2013 © Pearson Education Limited 2013

275

Agree joint responsibilities in a customer service team 2GEN8/10.1

What you must cover

C1 — Maintaining customer service (all of the following)

a) during routine delivery of customer service

b) during a busy time in your job

c) during a quiet time in your job

d) when peoples, systems or resources have let you down

N029529 —

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2013

276

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Iden

tify

ser

vice

s or

pro

duct

s yo

u a

re

invo

lved

in d

eliv

erin

g

that

rel

y on e

ffec

tive

te

amw

ork

2

Iden

tify

ste

ps

in

the

cust

om

er s

ervi

ce

del

iver

y pro

cess

that

re

ly o

n e

xchan

ge

of

info

rmat

ion b

etw

een

you a

nd y

our

colle

agues

3

Agre

e w

ith

colle

agues

when

it

is

right

to p

ass

resp

onsi

bili

ty f

or

com

ple

ting a

cust

om

er

serv

ice

action t

o

anoth

er

N029529 —

Can

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ate

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277

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

4

Agre

e w

ith

colle

agues

how

in

form

atio

n s

hould

be

exch

anged

bet

wee

n

you t

o en

able

anoth

er

to c

om

ple

te a

cu

stom

er s

ervi

ce

action

5

Iden

tify

way

s of

rem

indin

g y

ours

elf

when

you

hav

e pas

sed

resp

onsi

bili

ty t

o a

co

lleag

ue

for

com

ple

ting a

cust

om

er

serv

ice

action

N029529 —

Can

did

ate

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— S

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2 in H

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2013 ©

Pea

rson E

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tion L

imited

2013

278

Elem

ent:

2G

EN8/1

0.1

Agr

ee j

oint

resp

onsi

bilit

ies

in a

cust

omer

ser

vice

tea

m

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Main

tain

ing

cu

sto

mer

serv

ice

a during r

outine

del

iver

y of

cust

om

er s

ervi

ce

b

during a

busy

tim

e in

your

job

c during a

quie

t tim

e in

your

job

d

when

peo

ple

s,

syst

ems

or

reso

urc

es h

ave

let

you d

own

N029529 —

Can

did

ate

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2 in H

ouse

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t SCQ

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

279

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029529 —

Can

did

ate

Logbook

— S

VQ

2 in H

ouse

keep

ing a

t SCQ

F Le

vel 5 —

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e 2 —

May

2013 ©

Pea

rson E

duca

tion L

imited

2013

280

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

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Check that customer service actions are seen through by working together with colleagues 2GEN8/10.2

What you must cover

C1 — Maintaining customer service (all of the following)

a) during routine delivery of customer service

b) during a busy time in your job

c) during a quiet time in your job

d) when peoples, systems or resources have let you down

N029529 —

Can

did

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What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

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Date

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lio

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e o

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rtfo

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efe

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To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Acc

ess

rem

inder

s to

iden

tify

when

to

chec

k th

at a

cust

om

er

serv

ice

action h

as

bee

n c

om

ple

ted

7

Ensu

re t

hat

you

are

awar

e of

all det

ails

of

cust

om

er s

ervi

ce

actions

your

colle

ague

was

due

to c

om

ple

te

8

Ask

you

r co

lleag

ue

about

the

outc

om

e of

thei

r co

mple

ting t

he

cust

om

er s

ervi

ce

action a

s ag

reed

9

Iden

tify

the

nex

t cu

stom

er s

ervi

ce

actions

if y

our

colle

ague

has

bee

n

unab

le t

o c

om

ple

te

the

actions

you h

ad

pre

viousl

y ag

reed

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Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

Typ

e o

f evid

en

ce

Po

rtfo

lio

R

efe

ren

ce

Date

10

Work

with

colle

agues

to r

evie

w

the

way

in w

hic

h

cust

om

er s

ervi

ce

actions

are

shar

ed

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Elem

ent:

2G

EN8/1

0.2

Chec

k th

at c

ust

omer

ser

vice

act

ions

are

seen

thro

ugh

by

wor

king

toge

ther

wit

h c

olle

agues

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

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Typ

e o

f evid

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rtfo

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fere

nce

D

ate

Typ

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f evid

en

ce

Po

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re

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nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

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re

fere

nce

D

ate

C1

Main

tain

ing

cu

sto

mer

serv

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a during r

outine

del

iver

y of

cust

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b

during a

busy

tim

e in

your

job

c during a

quie

t tim

e in

your

job

d

when

peo

ple

s,

syst

ems

or

reso

urc

es h

ave

let

you d

own

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Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the l

earn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal

dis

cuss

ion

Q&

A =

ou

tco

mes

fro

m o

ral

or

wri

tten

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the l

earn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n k

ey:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he a

ssess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

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I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

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Annexe A

Evidence Requirements

SVQ Level 2 House Keeping Mandatory units

1GEN1/09 Maintain a safe, hygienic and secure working environment

Element 1GEN1/09.1

Maintain personal health and hygiene

What you must DO for 1GEN1/09.1

The assessor must assess statements P1–P2 by direct observation of the candidate’s work.

What you must COVER for 1GEN1/09.1

There are no ‘What you must cover’ for Element 1.

Element 1GEN1/09.2

Help to maintain a hygienic, safe and secure workplace

What you must DO for 1GEN1/09.2

The assessor must assess statements P6, P9-P11 by direct observation of the candidate’s work.

Simulation may be used for P7–P8 if no naturally occurring evidence is available.

What you must COVER for 1GEN1/09.2

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Hazards (at least one from the following)

(a) relating to equipment

(b) relating to areas where you work

(c) relating to personal clothing

C2 Ways of dealing with hazards (at least none required from the following)

(a) putting them right yourself

(b) reporting them to appropriate colleagues

(c) warning other people

C3 Emergency procedures (at least one from the following)

(a) fire

(b) threat

(c) security

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

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1GEN4/09 Work effectively as part of a hospitality team

What you must DO for 1GEN4/09

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

What you must COVER for 1GEN4/09

There are no ‘What you must cover’ for this unit.

2HK1/10 Clean and Service a Range of Areas

Element 2HK1/10.1

Clean and service toilet and bathroom areas

What you must DO for 2HK1/10.1

The assessor must assess statement P1–P5 and P8 by direct observation.

What you must COVER for 2HK1/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Preparations (at least one from)

(a) use of protective clothing

(b) put up hazard warning signs

(c) protect surrounding areas

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

Element 2HK1/10.2

Clean and service furnished areas

What you must DO for 2HK1/10.2

The assessor must assess statement P9–P13 and P16 by direct observation.

What you must COVER for 2HK1/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C2 Preparations (at least one from)

(a) use of protective clothing

(b) use hazard warning signs

(c) protect vulnerable surrounding areas

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

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Element 2HK1/10.3

Dispose of waste

What you must DO for 2HK1/10.3

The assessor must assess statements P17–P19 by direct observation.

What you must COVER for 2HK1/10.3

There must be performance evidence, gathered through observing the candidate’s work for:

C3 Waste (at least one from)

(a) hazardous waste

(b) non-hazardous waste

C4 Collection methods (at least two from)

(a) external collection

(b) incineration/compression

(c) recycling

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

SVQ Level 2 Housekeeping Section A units

Level 2 Housekeeping unit titles

Evidence requirements are included in this document for the following units:

1HK1/10 Collect linen and make beds

1HK2/10 Clean windows from the inside

2HK7/10 Carry out periodic room service and deep cleaning

2HK2/10 Work using different chemicals and equipment

2HK3/10 Maintain housekeeping supplies

2HK4/10 Clean, maintain and protect hard floors (Asset Skills)

2HK5/10 Clean and maintain soft floors and furnishings (Asset Skills)

2HK6/10 Provide a linen service

2GEN1/10 Give customers a positive impression of yourself and your organisation (ICS)

2GEN7/10 Deal with customers across a language divide (ICS)

2GEN8/10 Maintain customer service through effective handover (ICS)

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1HK1/10 Collect Linen and Make Beds

Element 1HK1/10.1

Collect clean linen and bed coverings

What you must DO for 1HK1/10.1

The assessor must assess statements P1–P4 by direct observation.

What you must COVER for 1HK1/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Linen and bed coverings (at least five from)

(a) sheets

(b) blankets/duvets

(c) bedspreads/throws

(d) pillow cases/sheets

(e) waterproof sheets

(f) valances

(g) mattress protectors

(h) duvets/pillows

(i) bathroom linen

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

Element 1HK1/10.2

Strip and make beds

What you must DO for 1HK1/10.2

The assessor must assess statements P5–P11 by direct observation.

What you must COVER for 1HK1/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C2 Linen and bed coverings (at least five from)

(a) sheets

(b) blankets/duvets

(c) bedspreads/throws

(d) waterproof sheets

(e) valances

(f) mattress protectors

(g) duvets/pillows

(h) pillowcases/sheets

C3 Beds (at least one from)

(a) double/single beds

(b) cots/folding beds

(c) zip and link

(d) sofa beds

C4 Customer (at least one from)

(a) new

(b) stay over

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Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

1HK2/10 Clean Windows from the Inside

1HK2/10.1 Prepare to clean windows from the inside

What you must DO for 1HK2/10.1

The assessor must assess statements P1–P3 and P5 by direct observation.

What you must COVER for 1HK2/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Preparation of work area (at least two from)

(a) use of protective clothing

(b) put up hazard warning signs

(c) protect surrounding areas

C2 Surfaces (at least both from)

(a) windows

(b) window frames

C3 Cleaning equipment and materials (at least two from)

(a) cloths

(b) cleaning chemicals

(c) squeegees

C4 Dirt (at least one from)

(a) loose dirt

(b) dirt that is hard to remove

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

1HK2/10.2 Clean the inside surfaces of windows

What you must DO for 1HK2/10.2

The assessor must assess statements P6–P8 and P10–P12 by direct observation.

What you must COVER for 1HK2/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C2 Surfaces (at least both from)

(a) windows

(b) window frames

C4 Dirt (at least one from)

(a) loose dirt

(b) dirt that is hard to remove

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

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2HK7/10 Carry Out Periodic Room Servicing and Deep Cleaning

Element 2HK7/10.1

Carry out periodic room servicing

What you must DO for 2HK7/10.1

The assessor must assess statements P1–P5 by direct observation.

What you must COVER for 2HK7/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Periodic room servicing (at least one from)

(a) turning mattresses

(b) changing curtains and drapes

(c) changing other soft furnishings as required

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

Element 2HK7/10.2

Carry out periodic deep cleaning

What you must DO for 2HK7/10.2

The assessor must assess statements P7–P11 by direct observation.

What you must COVER for 2HK7/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C2 Preparations (at least two from)

(a) use of appropriate protective clothing

(b) move furniture to clean underneath

(c) protect vulnerable surrounding areas

C3 Periodic deep cleaning (at least five from)

(a) high dusting

(b) vacuum under furniture and carpet edges

(c) clean shower rails, plug traps, drains, gulleys and behind pedestals

(d) clean pull cords, plugs and switches

(e) clean skirting boards and other paintwork

(f) clean air vents and extractors

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

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2HK2/10 Work Using Different Chemicals and Equipment

Element 2HK2/10.1

Work using different chemicals

What you must DO for 2HK2/10.1

The assessor must assess statements P1–P5 by direct observation.

What you must COVER for 2HK2/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Chemicals (at least three from)

(a) multi-surface cleaner

(b) toilet cleaner

(c) glass cleaner

(d) air freshener

(e) polish

(f) sanitizer

(g) other

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

*For this Unit, the assessor is only required to collect supplementary evidence for:

two from equipment

three from attachments

three from chemicals

Element 2HK2/10.2

Work using manual equipment

What you must DO for 2HK2/10.2

The assessor must assess statements P6–P10 by direct observation.

What you must COVER for 2HK2/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C2 Manual Equipment (at least five from)

(a) mop systems for wet use

(b) mop systems for dry use

(c) colour-coded cloths

(d) duster

(e) bucket

(f) sponge/non-abrasive pad

(g) brushes

(h) dustpan

(i) abrasive pad

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

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*For this Unit, the assessor is only required to collect supplementary evidence for:

two from equipment

three from attachments

three from chemicals

Element 2HK2/10.3

Work using electrical equipment

What you must DO for 2HK2/10.3

The assessor must assess statements P11–P15 by direct observation.

What you must COVER for 2HK2/10.3

There must be performance evidence, gathered through observing the candidate’s work for:

C3 Electrical Equipment (at least one from)

(a) vacuum cleaners

(b) suction dryers

(c) polishers/burnishers

(d) scrubbers

(e) spray extractors

C4 Attachments (at least two from)

(a) hard/soft floor attachments

(b) upholstery attachments

(c) brushes/pads

(d) crevice tools

(e) spray extractors/nozzles

(f) hoses

C5 Chemicals (at least two from)

(a) carpet shampoo

(b) foam inhibitor

(c) spray polish

(d) floor maintainer

(e) floor stripper

(f) degreasers

(g) greasy stain removers

(h) non-greasy

(i) stain removers

(j) cleaning granules

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

*For this Unit, the assessor is only required to collect supplementary evidence for:

two from equipment

three from attachments

three from chemicals

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2HK3/10 Maintain Housekeeping Supplies

2HK3/10.1 Receive and check housekeeping supplies

What you must DO for 2HK3/10.1

The assessor must assess statements P1–P5 by direct observation.

What you must COVER for 2HK3/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Deliveries (at least one from)

(a) external suppliers

(b) internal suppliers

C2 Housekeeping supplies (at least two from)

(a) equipment

(b) materials

(c) customer supplies

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

2HK3/10.2 Store and issue housekeeping supplies

What you must DO for 2HK3/10.2

The assessor must assess statements P6– P11 by direct observation.

What you must COVER for 2HK3/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C3 Housekeeping supplies (at least two from)

(a) equipment

(b) materials

(c) customer supplies

C4 Storage conditions (at least three from)

(a) lighting

(b) ventilation

(c) temperature

(d) cleanliness

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

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2HK4/10 Clean, Maintain and Protect Hard Floors

Element 2HK4/10.1

Prepare to maintain hard floors

What you must DO for 2HK4/10.1

There are no ‘What you must do’ for 2HK4/10.1

What you must COVER for 2HK4/10.1

There are no ‘What you must cover’ for 2HK4/10.1

Element 2HK4/10.2

Clean hard floors

What you must DO for 2HK4/10.2

There are no ‘What you must do’ for 2HK4/10.2

What you must COVER for 2HK4/10.2

There are no ‘What you must cover’ for 2HK4/10.2

Element 2HK4/10.3

Protect hard floors

What you must DO for 2HK4/10.3

There are no ‘What you must do’ for 2HK4/10.3

What you must COVER for 2HK4/10.3

There are no ‘What you must cover’ for 2HK4/10.3

2HK5/10 Clean and Maintain Soft Floors and Furnishings

Element 2HK5/10.1

Prepare to maintain soft floors or furnishings

What you must DO for 2HK5/10.1

There are no ‘What you must do’ for 2HK5/10.1

What you must COVER for 2HK5/10.1

There are no ‘What you must cover’ for 2HK5/10.1

Element 2HK5/10.2

Maintain soft floors and furnishings

What you must DO for 2HK5/10.2

There are no ‘What you must do’ for 2HK5/10.2

What you must COVER for 2HK5/10.2

There are no ‘What you must cover’ for 2HK5/10.2

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2HK6/10 Provide a Linen Service

Element 2HK6/10.1

Receive and check clean linen

What you must DO for 2HK6/10.1

The assessor must assess statements P1, P2 and P4–P6 by direct observation.

What you must COVER for 2HK6/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Deliveries (at least one from)

(a) internal linen supply

(b) external linen supply

C2 Presentation requirements (at least three from)

(a) clean

(b) free from stains

(c) free from fabric damage

(d) folded correctly

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

Element 2HK6/10.2

Store and issue clean linen

What you must DO for 2HK6/10.2

The assessor must assess statements P7–P10, P12 and P13 by direct observation.

What you must COVER for 2HK6/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C3 Conditions (at least three from)

(a) lighting

(b) ventilation

(c) temperature

(d) cleanliness

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

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2GEN1/10 Give customers a positive impression of yourself and your organisation (ICS)

Element 2GEN1/10.1

Establish effective rapport with customers

What you must DO for 2GEN1/10.1

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN1/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Communication method (at least three from)

(a) face to face

(b) in writing

(c) by telephone

(d) by text message

(e) by email (including social networking)

(f) Intranet

C2 Positive impression (All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

(d) when people, systems or resources have let you down

C3 Communicate with customers (Both)

(a) using appropriate spoken or written language

(b) applying the conventions and rules appropriate to the method of communication you have chosen

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

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Element 2GEN1/10.2

Respond appropriately to customers

What you must DO for 2GEN1/10.2

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN1/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Communication method (at least three from)

(a) face to face

(b) in writing

(c) by telephone

(d) by text message

(e) by email (including social networking)

(f) Intranet

C2 Positive impression (All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

(d) when people, systems or resources have let you down

C3 Communicate with customers (Both)

(a) using appropriate spoken or written language

(b) applying the conventions and rules appropriate to the method of communication you have chosen

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

Element 2GEN1/10.3

Communicate information to customers

What you must DO for 2GEN1/10.3

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN1/10.3

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Communication method (at least three from)

(a) face to face

(b) in writing

(c) by telephone

(d) by text message

(e) by email (including social networking)

(f) Intranet

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C2 Positive impression (All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

(d) when people, systems or resources have let you down

C3 Communicate with customers (Both)

(a) using appropriate spoken or written language

(b) applying the conventions and rules appropriate to the method of communication you have chosen

Evidence for the remaining points under ‘What you must cover’ may be assessed through questioning, witness testimony or simulation.

2GEN7/10 Deal with customers across a language divide (ICS)

Element 2GEN7/10.1

Prepare to deal with customers with a different first language

What you must DO for 2GEN7/10.1

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN7/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Dealing with customers (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

Element 2GEN7/10.2

Deal with customers who speak a different first language from your own

What you must DO for 2GEN7/10.2

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN7/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Dealing with customers (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

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2GEN8/10 Maintain customer service through effective handover (ICS)

Element 2GEN8/10.1

Agree joint responsibilities in a customer service team

What you must DO for 2GEN8/10.1

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN8/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Maintaining customer service (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

(d) when peoples, systems or resources have let you down

Element 2GEN8/10.1

Check that customer service actions are seen through by working together with colleagues

What you must DO for 2GEN8/10.2

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN8/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Maintaining customer service (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

(d) when peoples, systems or resources have let you down

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