Edexcel NVQ/competence-based qualifications · 2020-05-20 · Edexcel Level 3 NVQ Certificate in...

Specification

Edexcel Level 3 NVQ Certificate and Diploma in Housing (QCF)

Certificate for first registration May 2011

Diploma for first registration July 2011

Edexcel NVQ qualifications

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

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

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

Authorised by Roger Beard Prepared by Tom Gudgeon

Publications Code N027101

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

Contents

Qualification titles covered by this specification 1

Key features of the Edexcel Level 3 NVQ Certificate and Diploma in Housing (QCF) 3

What is the purpose of these qualifications? 3

Who are these qualifications for? 3

What are the benefits of these qualifications to the learner and employer? 3

What are the potential job roles for those working towards these qualifications? 3

What progression opportunities are available to learners who achieve these qualifications? 4

What is the qualification structure for the Edexcel Level 3 NVQ Certificate in Housing (QCF)? 5

What is the qualification structure for the Edexcel Level 3 NVQ Diploma in Housing (QCF)? 8

How are the qualifications graded and assessed? 11 Assessment principles 11

Types of evidence (to be read in conjunction with the assessment principles in Annexe D) 12

Centre recognition and approval 13 Centre recognition 13

Approvals agreement 13

Quality assurance 13

What resources are required? 13

Unit format 14

Units 15 Unit 1: Promote Safe, Ethical and Sustainable Practice in Housing 17

Unit 2: Plan Own Professional Development Within Housing 21

Unit 3: Develop Positive Relationships with Customers and Colleagues in Providing a Housing Service 23

Unit 4: Assess Housing Need 27

Unit 5: Respond to Customer Requests for Repairs 33

Unit 6: Inspect the Condition of Property 37

Unit 7: Organise the Maintenance and Repair of Property 41

Unit 8: Match the Needs of Individuals with Available Accommodation 45

Unit 9: Set Up and Manage Tenancy, Licence and Leaseholder Agreements 49

Unit 10: Respond to Possible Breaches of Agreements in the Housing Sector 53

Unit 11: Sell Property to Customers Within a Housing Organisation Setting 57

Unit 12: Provide Housing Advice and Guidance to Customers 61

Unit 13: Manage Empty Properties 63

Unit 14: Provide a Housing Rent Service 67

Unit 15: Manage Temporary Accommodation 71

Unit 16: Deal with Customers by Telephone 75

Unit 17: Support the Customer’s Engagement with the Local Community Through Identification of Support Networks and Development Opportunities 81

Unit 18: Arrange and Facilitate Meetings with Housing Customers and Others 85

Unit 19: Work with Customers and Groups to Develop the Community 89

Unit 20: Develop and Sustain Partnership Working Arrangements in a Housing Environment 93

Unit 21: Develop and Promote Customer Involvement in a Housing Organisation 97

Unit 22: Contribute to the Development, Implementation and Review of Support Plans with Individuals Within a Housing Environment 101

Unit 23: Support Social and Personal Development Needs of Customers Within a Housing Environment 105

Unit 24: Help Customers to Move and Settle into New Living Environments 109

Unit 25: Contribute to Safeguarding Individuals from Harm, Abuse, Exploitation and Discrimination in a Housing Environment 113

Unit 26: Direct Work with Customers who Use a Housing Service 117

Unit 27: Enable Housing Customers to Establish and Maintain Contacts and Interests in Isolating Situations 121

Unit 28: Provide Support to Customers to Reduce the Risk of Homelessness 125

Unit 29: Plan, Allocate and Monitor Work of a Team 129

Unit 30: Support Team Members in Identifying, Developing and Implementing New Ideas 133

Unit 31: Set Objectives and Provide Support for Team Members 135

Unit 32: Address Performance Problems Affecting Team Members 139

Unit 33: Support Learning and Development Within Own Area of Responsibility 143

Unit 34: Employment Rights and Responsibilities in the Facilities Management, Housing and Property Sectors 147

Further information 151

Useful publications 151 How to obtain National Occupational Standards 151

Professional development and training 152

Annexe A: Progression pathways 153 The Edexcel qualification framework for the Housing sector 153

Annexe B: Quality assurance 155 Key principles of quality assurance 155

Quality assurance processes 155

Annexe C: Centre certification and registration 157 What are the access arrangements and special considerations for the qualifications in this specification? 157

Annexe D: Assessment principles 159

Annexe E: Additional requirement for qualifications that use the term ‘NVQ’ in a QCF qualification title 171

N027101 –

Spec

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N027101 – Specification – Edexcel Level 3 NVQ Certificate and Diploma in Housing (QCF) – Issue 1 – June 2011 © Edexcel Limited 2011

2


3

Key features of the Edexcel Level 3 NVQ Certificate and Diploma in Housing (QCF)

These qualifications are:

• nationally recognised

• based on the Housing National Occupational Standards (NOS). The NOS, assessment strategy and qualification structure are owned by the Sector Skills Council, Asset Skills.

The Edexcel Level 3 NVQ Certificate in Housing (QCF) has been approved as a component for the Housing Advanced Apprenticeship framework.

What is the purpose of these qualifications?

The Level 3 NVQ Certificate and Diploma in Housing (QCF) are designed for people who work in the housing sector and covers a range of requirements including housing initiatives, legislation and customer service practices. These qualification focus on promoting equality and diversity whilst developing and maintaining ethical, safe and sustainable working practices. They are suitable for those who want to further their competence in the sector and are suitable for those looking to move into management roles.

Who are these qualifications for?

These qualifications are for all learners aged 16 and above who are capable of reaching the required standards.

Edexcel’s policy is that the qualifications should:

• be free from any barriers that restrict access and progression

• ensure equality of opportunity for all wishing to access the qualifications.

What are the benefits of these qualifications to the learner and employer?

These qualifications allow learners to demonstrate competence against NOS which are based on the needs of the housing sector as defined by Asset Skills. As such, they contribute to the development of skilled labour in the sector.

The Level 3 Certificate contributes towards the competence element of an Apprenticeship.

What are the potential job roles for those working towards these qualifications?

• Housing officer

• Housing support officer

• Community support officer


4

What progression opportunities are available to learners who achieve these qualifications?

The Level 3 Certificate makes up part of the Advanced Apprenticeship Framework in Housing.

Both qualifications support and offer opportunities for progression to management roles within the sector.

Further information is available in Annexe A.


5

What is the qualification structure for the Edexcel Level 3 NVQ Certificate in Housing (QCF)?

Individual units can be found in the Units section.

Learners need to achieve a minimum of 27 credits of which 13 must be achieved from Group A and a minimum of 14 from Group B.

Group C consists of a 2-credit unit which is mandatory for Apprentices and is additional to the 27 credits. Apprentices will need to achieve a minimum of 29 credits for this qualification.

Group A – Mandatory units

Unit Unit reference

Unit title Level Credit value

1 F/600/3199 Promote Safe, Ethical and Sustainable Practice in Housing

3 5

2 K/600/3200 Plan Own Professional Development Within Housing

3 3

3 F/600/3204 Develop Positive Relationships with Customers and Colleagues in Providing a Housing Service

3 5

Group B – Optional units

Unit Unit reference


4 L/601/0480 Assess Housing Need 3 4

5 J/600/3205 Respond to Customer Requests for Repairs

3 2

6 R/600/3207 Inspect the Condition of Property 3 4

7 Y/600/3208 Organise the Maintenance and Repair of Property

3 4

8 K/601/0485 Match the Needs of Individuals with Available Accommodation

3 3

9 R/600/3210 Set Up and Manage Tenancy, Licence and Leaseholder Agreements

3 4

10 Y/600/3211 Respond to Possible Breaches of Agreements in the Housing Sector

3 4


6

Unit Unit reference


11 D/600/3212 Sell Property to Customers Within a Housing Organisation Setting

3 3

12 M/600/3215 Provide Housing Advice and Guidance to Customers

3 3

13 A/600/3217 Manage Empty Properties 3 2

14 J/600/3219 Provide a Housing Rent Service 3 3

15 A/600/3220 Manage Temporary Accommodation

3 3

16 Y/600/0583 Deal with Customers by Telephone 2 7

17 F/600/3221 Support the Customer’s Engagement with the Local Community Through Identification of Support Networks and Development Opportunities

3 3

18 L/600/3223 Arrange and Facilitate Meetings with Housing Customers and Others

3 3

19 R/600/3224 Work with Customers and Groups to Develop the Community

3 3

20 Y/600/3225 Develop and Sustain Partnership Working Arrangements in a Housing Environment

3 2

21 D/600/3226 Develop and Promote Customer Involvement in a Housing Organisation

3 3

22 H/600/3227 Contribute to the Development, Implementation and Review of Support Plans with Individuals Within a Housing Environment

3 4

23 K/600/3228 Support Social and Personal Development Needs of Customers Within a Housing Environment

3 4

24 M/600/3229 Help Customers to Move and Settle into New Living Environments

3 4

25 D/600/3288 Contribute to Safeguarding Individuals from Harm, Abuse, Exploitation and Discrimination in a Housing Environment

3 6

26 H/600/3230 Direct Work with Customers who Use a Housing Service

3 4


7

Unit Unit reference


27 Y/600/3290 Enable Housing Customers to Establish and Maintain Contacts and Interests in Isolating Situations

3 4

28 M/600/3294 Provide Support to Customers to Reduce the Risk of Homelessness

3 4

29 Y/600/9669 Plan, Allocate and Monitor Work of a Team

3 5

30 L/600/9636 Support Team Members in Identifying, Developing and Implementing New Ideas

3 4

31 M/600/9600 Set Objectives and Provide Support for Team Members

3 5

32 F/600/9679 Address Performance Problems Affecting Team Members

4 3

33 M/600/9676 Support Learning and Development Within Own Area of Responsibility

4 5

Group C – Further optional units (Mandatory unit for apprentices only)

Unit Unit reference


34 A/502/7524 Employment Rights and Responsibilities in the Facilities Management, Housing and Property Sectors

2 2


8

What is the qualification structure for the Edexcel Level 3 NVQ Diploma in Housing (QCF)?

Individual units can be found in the Units section.

Candidates need to achieve a minimum of 37 credits of which 13 must be achieved from Group A and a minimum of 24 from Group B.

Group A – Mandatory units

Unit Unit reference


1 F/600/3199 Promote Safe, Ethical and Sustainable Practice in Housing

3 5

2 K/600/3200 Plan Own Professional Development Within Housing

3 3

3 F/600/3204 Develop Positive Relationships with Customers and Colleagues in Providing a Housing Service

3 5

Group B – Optional units

Unit Unit reference


4 L/601/0480 Assess Housing Need 3 4

5 J/600/3205 Respond to Customer Requests for Repairs

3 2

6 R/600/3207 Inspect the Condition of Property 3 4

7 Y/600/3208 Organise the Maintenance and Repair of Property

3 4

8 K/601/0485 Match the Needs of Individuals with Available Accommodation

3 3

9 R/600/3210 Set Up and Manage Tenancy, Licence and Leaseholder Agreements

3 4

10 Y/600/3211 Respond to Possible Breaches of Agreements in the Housing Sector

3 4


9

Unit Unit reference


11 D/600/3212 Sell Property to Customers within a Housing Organisation Setting

3 3

12 M/600/3215 Provide Housing Advice and Guidance to Customers

3 3

13 A/600/3217 Manage Empty Properties 3 2

14 J/600/3219 Provide a Housing Rent Service 3 3

15 A/600/3220 Manage Temporary Accommodation

3 3

16 Y/600/0583 Deal with Customers by Telephone 2 7

17 F/600/3221 Support the Customer’s Engagement with the Local Community Through Identification of Support Networks and Development Opportunities

3 3

18 L/600/3223 Arrange and Facilitate Meetings with Housing Customers and Others

3 3

19 R/600/3224 Work with Customers and Groups to Develop the Community

3 3

20 Y/600/3225 Develop and Sustain Partnership Working Arrangements in a Housing Environment

3 2

21 D/600/3226 Develop and Promote Customer Involvement in a Housing Organisation

3 3

22 H/600/3227 Contribute to the Development, Implementation and Review of Support Plans with Individuals Within a Housing Environment

3 4

23 K/600/3228 Support Social and Personal Development Needs of Customers Within a Housing Environment

3 4

24 M/600/3229 Help Customers to Move and Settle into New Living Environments

3 4

25 D/600/3288 Contribute to Safeguarding Individuals from Harm, Abuse, Exploitation and Discrimination in a Housing Environment

3 6

26 H/600/3230 Direct Work with Customers who Use a Housing Service

3 4


10

Unit Unit reference


27 Y/600/3290 Enable Housing Customers to Establish and Maintain Contacts and Interests in Isolating Situations

3 4

28 M/600/3294 Provide Support to Customers to Reduce the Risk of Homelessness

3 4

29 Y/600/9669 Plan, Allocate and Monitor Work of a Team

3 5

30 L/600/9636 Support Team Members in Identifying, Developing and Implementing New Ideas

3 4

31 M/600/9600 Set Objectives and Provide Support for Team Members

3 5

32 F/600/9679 Address Performance Problems Affecting Team Members

4 3

33 M/600/9676 Support Learning and Development Within Own Area of Responsibility

4 5

34 A/502/7524 Employment Rights and Responsibilities in the Facilities Management, Housing and Property Sectors

2 2


11

How are the qualifications graded and assessed?

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

To pass a unit the learner must:

• achieve all the specified learning outcomes

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

• show that the evidence is their own.

The qualifications are designed to be assessed:

• in the workplace or

• in conditions resembling the workplace, as specified in the assessment principles for the sector, or

• as part of a training programme.

Assessment principles

The assessment principles for these qualifications have been included in Annexe D. It has been developed by Asset Skills in partnership with employers, training providers, awarding organisations and the regulatory authorities. The assessment principles includes details on:

• criteria for defining realistic working environments

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

• quality control of assessment

• evidence requirements.

Evidence of competence may come from:

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

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

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

• a combination of these.


12

It is important that the evidence is:

Valid relevant to the standards for which competence is claimed

Authentic produced by the learner

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

Reliable indicates that the learner can consistently perform at this level

Sufficient fully meets the requirements of the standards.

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

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

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

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

• products of the learner’s work (P)

• personal statements and/or reflective accounts (RA)

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

• professional discussion (PD)

• assignment, project/case studies (A)

• authentic statements/witness testimony (WT)

• expert witness testimony (EWT)

• evidence of Recognition of Prior Learning (RPL).

The abbreviations may be used for cross-referencing purposes.

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

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

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13

Centre recognition and approval

Centre recognition

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

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

Approvals agreement

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

Quality assurance

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

What resources are required?

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


14

Unit format

Each unit in this specification contains the following sections.

Unit title:

Unit reference number:

QCF level:

Credit value:

Guided learning hours:

Unit summary:

Assessment requirements/evidence requirements:

Assessment methodology:

Learning outcomes:

Assessment criteria:

Evidence type:

Portfolio reference:

Date:

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

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

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

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

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

This provides a summary of the purpose of the unit.

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

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

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

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

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

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

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


15

Units


16


17

Unit 1: Promote Safe, Ethical and Sustainable Practice in Housing

Unit reference number: F/600/3199

QCF level: 3

Credit value: 5

Guided learning hours: 40

Unit summary

This unit will allow the learner to explore how to work with colleagues and customers in a way that promotes equality and diversity whilst developing and maintaining safe and sustainable working practices.

Assessment requirements/evidence requirements

Please refer to the Asset Skills assessment principles, which can be found in Annexe D.

Assessment methodology

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

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

18

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bili

ties

2.2

id

entify

pote

ntial

or

act

ual

conflic

ts a

nd c

onflic

ts o

f in

tere

st

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

19

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Prom

ote

saf

e an

d

sust

ain

able

work

ing

pra

ctic

es

3.1

ex

pla

in o

wn leg

al an

d o

rgan

isat

ional

res

ponsi

bili

ties

fo

r pro

moting h

ealth a

nd s

afe

ty

3.2

id

entify

haza

rds

and a

sses

s ri

sks

3.3

st

ate

what

act

ions

to t

ake

to m

inim

ise,

contr

ol or

elim

inat

e haz

ards

or

risk

s

3.4

w

ork

in a

way

that

min

imis

es e

nvi

ronm

enta

l dam

age

and e

nsu

res

the

use

and d

isposa

l of

equip

men

t an

d m

ater

ials

in a

safe

and s

ust

ainab

le

way

3.5

id

entify

the

boundaries

of

thei

r ow

n c

om

pet

ence

an

d a

cces

s an

y sp

ecia

list

support

that

may

be

required

4

Under

stan

d leg

al a

nd

org

anis

atio

nal

req

uirem

ents

to

ensu

re c

onfiden

tialit

y of

reco

rds

4.1

id

entify

leg

isla

tion,

org

anis

atio

nal

polic

ies

and

pro

cedure

s re

lating t

o t

he

pro

tect

ion o

f per

sonal

dat

a

4.2

ex

pla

in h

ow

thes

e ap

ply

to t

hei

r ow

n job r

ole

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


20


21

Unit 2: Plan Own Professional Development Within Housing

Unit reference number: K/600/3200

QCF level: 3

Credit value: 3


Unit summary

This unit helps housing learners to set personal work objectives for their professional development and formulate a plan to deal with gaps in knowledge, understanding and skills which takes account of an organisation’s vision and objectives.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

22

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d d

evel

opm

ent

opport

unitie

s an

d

reso

urc

es w

ithin

thei

r org

anis

atio

n

1.1

ex

pla

in t

he

org

anis

atio

n’s

polic

ies

and p

roce

dure

s in

ter

ms

of co

ntinuin

g p

rofe

ssio

nal

dev

elopm

ent

1.2

id

entify

liter

ature

, in

form

ation a

nd s

upport

whic

h

will

contr

ibute

to c

ontinuin

g p

rofe

ssio

nal

dev

elopm

ent

2

Under

stan

d h

ow

to

addre

ss c

are

er a

nd w

ider

per

sonal

dev

elopm

ent

2.1

id

entify

care

er a

nd p

erso

nal goal

s

2.2

ex

pla

in t

he

term

‘re

flec

tive

pra

ctic

e’

2.3

dem

onst

rate

how

to u

se r

efle

ctiv

e pra

ctic

e to

in

form

car

eer

and p

erso

nal

goals

3

Be

able

to s

et p

erso

nal

w

ork

obje

ctiv

es t

o a

ddre

ss

gap

s in

ow

n k

now

ledge,

under

stan

din

g a

nd s

kills

3.1

ag

ree

work

obje

ctiv

es w

ith t

hei

r lin

e m

anag

er

3.2

id

entify

any

gap

s bet

wee

n t

he

curr

ent

and futu

re

requirem

ents

of

ow

n job r

ole

and c

urr

ent

know

ledge,

under

standin

g a

nd s

kills

3.3

re

view

thei

r ow

n d

evel

opm

ent

pla

n

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


23

Unit 3: Develop Positive Relationships with Customers and Colleagues in Providing a Housing Service


QCF level: 3

Credit value: 5


Unit summary

This unit is about working with others (colleagues and those from external agencies) to maintain an organisation’s customer services standards and apply policies and procedures. It is also about ensuring that effective communication is used with customers (tenants, members of their households, residents, colleagues and those from external agencies).





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

24

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

org

anis

atio

nal

polic

ies

and p

roce

dure

s w

ithin

the

org

anis

atio

n

rela

ting t

o c

ust

om

er

serv

ice

1.1

id

entify

org

anis

atio

nal

cust

om

er s

ervi

ce p

olic

ies

and p

roce

dure

s re

lating t

o e

qual

ity,

div

ersi

ty,

dis

crim

inat

ion,

rights

and c

onfiden

tial

ity

1.2

ex

pla

in h

ow

thes

e ap

ply

to t

hei

r ow

n job r

ole

2

Prom

ote

effec

tive

co

mm

unic

atio

n

2.1

id

entify

diffe

rent

met

hods

of co

mm

unic

atio

n

2.2

se

lect

and a

pply

appro

priat

e m

ethods

of

com

munic

atio

n f

or

cust

om

ers

and c

olle

agues

2.3

id

entify

appro

aches

to w

ork

ing e

ffec

tive

ly w

ith

cust

om

ers

who d

ispla

y ‘c

hal

lengin

g’ beh

avio

ur

2.4

ex

pla

in h

ow

to r

espond t

o c

ust

om

ers

who a

re in a

‘c

risi

s’ s

ituat

ion

2.5

ex

pla

in h

ow

to u

se c

om

munic

ation s

kills

to c

lari

fy

nee

ds

and d

ecis

ions

mad

e by

cust

om

ers

and o

ther

s

2.6

ex

pla

in h

ow

to r

ecord

eth

ical

ly

2.7

ex

pla

in in w

hat

circu

mst

ance

s w

ould

it

be

nec

essa

ry t

o s

har

e se

nsi

tive

info

rmat

ion

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

25

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Under

stan

d h

ow

to w

ork

w

ith o

ther

s to

apply

polic

ies

and p

roce

dure

s in

re

lation t

o

cust

om

er

serv

ice

3.1

id

entify

the

inte

rnal

tea

ms

and e

xter

nal

org

anis

atio

ns

who c

ontr

ibute

to t

hei

r ow

n w

ork

role

in

pro

vidin

g s

ervi

ces

to t

he

cust

om

er

3.2

in

tera

ct w

ith c

ust

om

ers

and c

olle

agues

to a

gre

e ac

tions

within

thei

r ow

n w

ork

boundar

ies

3.3

w

ork

with c

ust

om

ers

and c

olle

agues

to c

arr

y out

agre

ed a

ctio

ns

3.4

re

view

with c

ust

om

ers

and c

olle

agues

the

effe

ctiv

enes

s of th

e agre

ed a

ctio

n

3.5

id

entify

im

pro

vem

ents

that

can b

e m

ade

to im

pro

ve

cust

om

er s

ervi

ce

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


26


27

Unit 4: Assess Housing Need

Unit reference number: L/601/0480

QCF level: 3

Credit value: 4


Unit summary

This unit is for those working in the housing sector who establish the housing needs of individuals and agree actions with individuals to meet these housing needs.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

28

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

the

range

of th

e housi

ng s

ervi

ces

and t

he

types

of

support

pro

vided

by

the

org

anis

atio

n

1.1

id

entify

the

role

of ass

essm

ent

and its

contr

ibution

to m

eeting indiv

idual nee

ds

1.2

def

ine

what

the

org

anis

atio

n c

an p

rovi

de

to

pro

spec

tive

use

rs o

f th

e se

rvic

e an

d w

hat

it c

annot

1.3

des

crib

e th

e ty

pes

of

housi

ng n

eed indiv

idual

s bring

to t

he

org

anis

atio

n

1.4

ex

pla

in t

he

per

ceptions

whic

h indiv

idual

s hav

e of

the

org

anis

atio

n a

nd h

ow

this

aff

ects

tru

st

1.5

ex

pla

in h

ow

the

sourc

es o

f housi

ng s

upport

av

aila

ble

in t

he

org

anis

atio

n c

an b

e acc

esse

d

1.6

des

crib

e al

tern

ativ

e so

urc

es o

f su

pport

for

indiv

idual

s an

d h

ow

to r

efer

clie

nts

to t

hem

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

29

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

2

Be

able

to e

stab

lish a

nd

mai

nta

in e

ffec

tive

co

mm

unic

atio

n w

ith

indiv

idual

s

2.1

dea

l co

urt

eousl

y, s

ensi

tive

ly a

nd fairly

with

indiv

idual

s

2.2

gre

et indiv

idual

s in

a f

rien

dly

, w

elco

min

g a

nd n

on-

judgm

enta

l m

anner

2.3

sh

ow

res

pec

t fo

r in

div

idual

bel

iefs

, ex

pec

tations

and n

eeds

2.4

lis

ten,

ask

ques

tions

and c

hec

k under

stan

din

g o

f in

div

idual

nee

ds

2.5

es

tablis

h t

he

cust

om

ers’

rea

sons

for

appro

achin

g

the

org

anis

atio

n a

nd t

hei

r ex

pec

tations

2.6

m

ainta

in t

he

confiden

tial

ity

and p

riva

cy o

f in

div

idual

s

2.7

as

sess

the

likel

y le

vel of

dis

tres

s or

conce

rn t

hat

in

div

idual

s m

ay fee

l at

the

tim

e of in

itia

l co

nta

ct

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

30

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Be

able

to e

stab

lish t

he

housi

ng n

eeds

of

indiv

idual

s

3.1

gat

her

ess

ential

info

rmat

ion fro

m indiv

idual

s in

a

sensi

tive

and r

espec

tful m

anner

3.2

des

crib

e w

ith s

ensi

tivi

ty w

hat

the

org

anis

ation c

an

and c

annot

pro

vide

without

alie

nat

ing indiv

idual

s

3.3

diffe

rentiat

e bet

wee

n h

ousi

ng n

eeds

and o

ther

ty

pes

of

support

bei

ng s

ought

3.4

id

entify

initia

l an

d o

ngoin

g h

ousi

ng n

eeds

3.5

re

view

any

chan

ges

of ci

rcum

stance

with r

eturn

ing

indiv

idual

s an

d c

onduct

a furt

her

ass

essm

ent

of

nee

d if appro

priat

e

3.6

re

cord

rel

evan

t in

form

atio

n a

nd a

ctio

ns

usi

ng

agre

ed p

roce

dure

s an

d e

nsu

re t

hat

colle

agues

and

oth

ers

are

info

rmed

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

31

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

4

Be

able

to a

gre

e ac

tions

with indiv

idual

s to

mee

t th

eir

housi

ng n

eeds

4.1

id

entify

and a

gre

e w

ith indiv

idual

s th

e appro

priate

housi

ng s

upport

that

the

org

anis

atio

n c

an p

rovi

de

4.2

ex

pla

in t

he

nex

t st

eps

in t

he

support

pro

cess

and

gai

n indiv

idual

agre

emen

t

4.3

re

fer

indiv

idual

s to

oth

er c

olle

agues

, se

rvic

es o

r org

anis

atio

ns

as

required

in a

res

pec

tful an

d

pro

fess

ional

man

ner

whic

h m

inim

ises

a s

ense

of

reje

ctio

n

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


32


33

Unit 5: Respond to Customer Requests for Repairs

Unit reference number: J/600/3205

QCF level: 3

Credit value: 2


Unit summary

This unit is about receiving and responding to requests for repair work from customers. It may involve the authorising or commissioning of work directly or referring requests to appropriate colleagues.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

34

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

the

org

anis

atio

n’s

housi

ng s

tock

and p

oss

ible

def

ects

whic

h r

equire

repai

r

1.1

des

crib

e th

e ty

pes

of

pro

per

ties

whic

h y

our

org

anis

atio

n m

anag

es

1.2

id

entify

, usi

ng t

he

appro

priat

e te

rmin

olo

gy,

the

types

of

faults

whic

h c

an o

ccur

in t

hes

e pro

per

ties

2

Know

org

anis

atio

nal

polic

ies

and p

roce

dure

s re

lating t

o r

eques

ts

2.1

des

crib

e th

e ty

pes

of se

rvic

e ag

reem

ents

with

cust

om

ers

2.2

id

entify

the

org

anis

ational

polic

ies

and p

roce

dure

s re

lating t

o r

epai

r re

ques

ts

2.3

id

entify

rep

airs

whic

h r

equire

emer

gen

cy a

ctio

n

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

35

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Est

ablis

h a

nd r

espond t

o

cust

om

er r

eques

ts f

or

repai

rs

3.1

cl

arify

reques

ts f

rom

cust

om

ers

to d

eter

min

e th

e ex

act

nat

ure

of w

hat

is

required

3.2

ac

cura

tely

rec

ord

the

det

ails

of

cust

om

ers

and t

hei

r re

ques

ts

3.3

st

ate

the

oth

er p

art

ies

invo

lved

in t

he

mai

nte

nance

an

d r

epai

r of th

e org

anis

atio

n’s

pro

per

ties

and

whet

her

ther

e ar

e an

y ass

oci

ated

charg

es

3.4

id

entify

req

ues

ts w

hic

h a

re o

uts

ide

the

org

anis

atio

n’s

res

ponsi

bili

ties

3.5

des

crib

e how

to r

efer

cust

om

ers

to o

ther

org

anis

atio

ns

and indiv

idual

s

3.6

ar

range

insp

ection v

isits

and r

epai

r w

ork

acc

ord

ing

to o

rgan

isat

ional

polic

ies

and p

roce

dure

s

3.7

prioritise

urg

ent

repai

rs

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


36


37

Unit 6: Inspect the Condition of Property

Unit reference number: R/600/3207

QCF level: 3

Credit value: 4


Unit summary

This unit includes inspections made as part of an ongoing monitoring programme, at the end of occupancy or in response to customer requests for repairs.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

38

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

hea

lth a

nd s

afet

y an

d o

rgan

isat

ional

pro

cedure

s re

lating t

o

insp

ection

1.1

ex

pla

in t

he

purp

ose

of in

spec

tions

and r

elat

ed

pro

cedure

s

1.2

id

entify

typ

es o

f risk

s w

hic

h w

ould

nee

d t

o b

e co

nsi

der

ed

1.3

nam

e oth

er o

rgan

isat

ions

that

would

nee

d t

o b

e notified

2

Know

how

to c

onduct

an

insp

ection

2.1

des

crib

e th

e use

of basi

c build

ing t

erm

s an

d u

se o

f pla

ns

2.2

id

entify

tec

hnic

al eq

uip

men

t use

d f

or

insp

ections

2.3

des

crib

e th

e ty

pes

of

pro

per

ties

whic

h t

he

org

anis

atio

n m

anag

es

2.4

id

entify

, usi

ng t

he

appro

priat

e te

rmin

olo

gy,

the

types

of

faults

whic

h c

an o

ccur

in t

hes

e pro

per

ties

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

39

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Insp

ect

pro

per

ties

3.1

ta

ke a

ctio

n t

o m

inim

ise

risk

s to

per

sonal

saf

ety

and

secu

rity

3.2

ar

range

and c

onfirm

insp

ection d

etai

ls w

ith

cust

om

ers

and r

elev

ant

par

ties

3.3

co

llate

nec

essa

ry d

ocu

men

tation for

insp

ection

3.4

co

nduct

insp

ection

3.5

w

rite

cle

ar insp

ection r

eport

s to

ensu

re p

roble

ms

are

rect

ifie

d

3.6

st

ate

when

spec

ialis

t in

spec

tions

mig

ht

be

required

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


40


41

Unit 7: Organise the Maintenance and Repair of Property

Unit reference number: Y/600/3208

QCF level: 3

Credit value: 4


Unit summary

This unit applies to both planned maintenance and contingency work.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

42

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

org

anis

atio

nal

polic

ies

and p

roce

dure

s,

incl

udin

g h

ealth a

nd

safe

ty r

elating t

o t

he

mai

nte

nan

ce a

nd r

epai

r of

pro

per

ty

1.1

id

entify

org

anis

atio

nal

polic

ies

and p

roce

dure

s,

incl

udin

g h

ealth a

nd s

afet

y re

lating t

o t

he

org

anis

atio

n o

f re

pairs

and m

ainte

nan

ce

1.2

ex

pla

in h

ow

thes

e ap

ply

to t

hei

r ow

n job r

ole

1.3

id

entify

the

oth

er p

art

ies

invo

lved

with t

he

mai

nte

nance

and r

epair o

f pro

per

ties

and s

tate

th

eir

resp

onsi

bili

ties

1.4

id

entify

rep

airs

whic

h r

equire

emer

gen

cy a

ctio

n

2

Org

anis

e th

e m

ainte

nan

ce

and r

epai

rs

2.1

obta

in t

he

nec

essa

ry p

aper

work

, in

cludin

g

insp

ection r

eport

s, in o

rder

to d

eter

min

e th

e nat

ure

of th

e w

ork

req

uired

2.2

co

nta

ct t

he

rele

vant

exte

rnal agen

cy o

r sp

ecia

list

when

the

required

act

ion is

outs

ide

the

scope

of th

e org

anis

atio

n

2.3

ar

range

a co

nve

nie

nt

tim

e w

ith t

he

cust

om

er a

nd

the

main

tenan

ce t

eam

for

work

to t

ake

pla

ce

2.4

ch

eck

that

the

mai

nte

nan

ce t

eam

under

stan

d t

he

nat

ure

of

the

work

that

has

to b

e co

mple

ted

2.5

co

st t

he

work

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

43

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Chec

k th

e w

ork

3.1

ch

eck

the

work

, on a

reg

ula

r basi

s, t

o e

nsu

re w

ork

is

bei

ng c

om

ple

ted t

o t

imes

cale

s

3.2

ch

eck

that

the

work

has

bee

n c

om

ple

ted a

ccord

ing

to t

he

inst

ruct

ions

3.3

ke

ep r

ecord

s w

hic

h a

re c

lear

and a

ccura

te

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


44


45

Unit 8: Match the Needs of Individuals with Available Accommodation


QCF level: 3

Credit value: 3


Unit summary

This unit is for those working in the housing sector who support individuals to make applications for housing.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

46

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Be

able

to s

upport

in

div

idual

s to

mak

e ap

plic

atio

ns

for

housi

ng

1.1

dea

l co

urt

eousl

y, s

ensi

tive

ly a

nd fairly

with

indiv

idual

s se

ekin

g h

ousi

ng

1.2

ta

ke f

ull

acc

ount

of in

div

idual

pre

fere

nce

s an

d

nee

ds

1.3

ex

pla

in t

he

way

s in

whic

h t

he

org

anis

atio

n m

eets

th

e div

erse

nee

ds

of

indiv

idual

s

1.4

ex

pla

in t

he

exte

nt

of

and lim

itations

on indiv

idual

choic

e in

the

mat

chin

g p

roce

ss

1.5

re

fer

indiv

idual

s w

ith a

ccom

modat

ion o

r oth

er

nee

ds,

that

cannot

be

met

, to

the

appro

priat

e per

son o

r org

anis

atio

n

1.6

ex

pla

in t

he

full

range

of options

and c

hoic

es

avai

lable

to b

est

mee

t in

div

idual

housi

ng n

eed

1.7

giv

e in

div

idual

s a

clea

r an

d h

ones

t des

crip

tion o

f th

e ava

ilable

acc

om

modat

ion

1.8

ch

eck

with t

hem

thei

r re

act

ions

and w

ishes

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

47

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

2

Be

able

to p

roce

ss h

ousi

ng

applic

atio

ns

2.1

co

nta

ct indiv

iduals

and o

ffer

them

acc

om

modat

ion

in a

ccord

ance

with o

rgan

isational

pro

cedure

s

2.2

ex

pla

in t

he

applic

atio

n p

roce

ss a

nd r

elev

ant

docu

men

tation t

o c

ust

om

ers,

res

pondin

g t

o a

ny

quer

ies

and c

once

rns

2.3

ch

eck

on t

he

availa

bili

ty o

f pro

per

ties

and t

hei

r ty

pe,

siz

e, loca

tion a

nd c

onditio

n

2.4

fo

llow

org

anis

atio

nal

pro

cedure

s fo

r pro

cess

ing

applic

atio

ns

follo

win

g r

egula

tory

req

uirem

ents

2.5

as

sist

indiv

idual

s to

com

ple

te t

he

applic

ation

pro

cess

2.6

fo

llow

org

anis

atio

nal

polic

y on r

efusa

ls,

appea

ls o

r co

mpla

ints

and p

ass

on iss

ues

to t

he

appro

priat

e per

son in t

he

org

anis

atio

n

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


48


49

Unit 9: Set Up and Manage Tenancy, Licence and Leaseholder Agreements


QCF level: 3

Credit value: 4


Unit summary

This unit is for housing officers who sign up customers to tenancy, licence or leaseholder agreements.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

50

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d t

he

legal

def

initio

ns

of te

nan

cy,

licen

ce a

nd lea

sehold

er

1.1

su

mm

aris

e th

e diffe

rent

legal

def

initio

ns,

of

leas

ehold

, te

nan

cies

and lic

ence

s

1.2

id

entify

the

legal rights

and r

esponsi

bili

ties

of

landlo

rd a

nd t

enan

t/le

aseh

old

er

2

Know

the

org

anis

atio

n’s

polic

ies

and p

roce

dure

s re

lating t

o t

he

set

up a

nd

man

agin

g o

f ag

reem

ents

2.1

id

entify

org

anis

atio

nal

polic

ies

and p

roce

dure

s in

re

lation t

o t

he

sett

ing a

nd m

anagin

g o

f agre

emen

ts

2.2

des

crib

e how

to d

eal w

ith a

bre

ach o

f te

nan

cy

conditio

ns

and a

gre

emen

ts

3

Set

up a

gre

emen

ts

3.1

se

lect

the

corr

ect

docu

men

tation for

the

type

of

occ

upan

cy b

eing s

et u

p

3.2

ex

pla

in t

he

conte

nt

and r

equirem

ents

of th

e ag

reem

ents

to c

ust

om

ers

3.3

en

sure

that

cust

om

ers

under

stand a

nd a

gre

e w

ith

the

term

s an

d c

onditio

ns

3.4

co

mple

te t

he

agre

emen

t docu

men

tation

3.5

en

sure

that

all docu

men

tation is

signed

and

dis

trib

ute

d t

o t

he

rele

vant

peo

ple

3.6

en

ter

dat

a in

to t

he

org

anis

atio

n’s

man

agem

ent

info

rmat

ion s

yste

ms

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

51

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

4

Man

age

agre

emen

ts

4.1

ch

eck

cust

om

er s

atis

fact

ion w

ith t

he

serv

ices

pro

vided

under

the

agre

emen

t

4.2

ex

pla

in h

ow

to d

eal w

ith c

ust

om

er iss

ues

arisi

ng

from

agre

emen

ts

4.3

updat

e th

e org

anis

atio

n’s

man

agem

ent

info

rmat

ion

syst

ems,

incl

udin

g a

ny

follo

w u

p a

ctio

ns

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


52


53

Unit 10: Respond to Possible Breaches of Agreements in the Housing Sector


QCF level: 3

Credit value: 4


Unit summary

This unit is about undertaking investigations into possible breaches of agreements, deciding appropriate action to resolve breeches within the employees remit. Reporting and recording outcomes.


Please refer to the Asset Skills Assessment Strategy, which can be found in Annexe D.



N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

54

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d t

he

legis

lation

and k

now

org

anis

atio

nal

polic

ies

and p

roce

dure

s in

re

lation t

o b

reac

hes

of

agre

emen

ts

1.1

id

entify

leg

isla

tion,

org

anis

atio

nal

polic

ies

and

pro

cedure

s in

rel

atio

n t

o b

reach

es o

f agre

emen

ts

2

Inve

stig

ate

poss

ible

bre

aches

of ag

reem

ent

2.1

id

entify

ten

ants

’ rights

and r

esponsi

bili

ties

when

su

bje

ct t

o a

n inve

stig

atio

n f

or

bre

ach o

f agre

emen

t

2.2

in

vest

igate

rep

ort

s or

alle

gat

ions

usi

ng m

ethods

whic

h a

re r

elia

ble

2.3

id

entify

the

risk

s to

per

sonal

saf

ety

ass

oci

ated

with

inve

stig

ating p

oss

ible

bre

ach

es o

f ag

reem

ent

2.4

id

entify

the

polic

ies

and p

roce

dure

s th

at c

ontr

ibute

to

the

safe

ty o

f em

plo

yees

under

taki

ng

inve

stig

ations

2.5

m

inim

ise

risk

s to

sel

f an

d o

ther

s in

lin

e w

ith p

olic

y an

d p

roce

dure

2.6

ch

eck

info

rmat

ion fro

m d

iffe

rent

par

ties

when

in

form

atio

n c

onflic

ts

2.7

dec

ide

whet

her

the

report

ed b

ehav

iour

const

itute

s a

bre

ach

of ag

reem

ent

base

d o

n t

he

inve

stig

atio

n

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

55

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Tak

e appro

priat

e act

ion t

o

reso

lve

the

bre

ach

3.1

dec

ide

the

most

appro

priat

e act

ion t

o r

esolv

e th

e pro

ble

m

3.2

id

entify

what

bre

aches

are

bey

ond t

hei

r ow

n job

role

3.3

in

form

all

rele

vant

part

ies

of th

e dec

isio

ns

and

actions

3.4

co

mple

te a

ccura

te r

ecord

s of

inve

stig

atio

ns

and

actions

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


56


57

Unit 11: Sell Property to Customers Within a Housing Organisation Setting

Unit reference number: D/600/3212

QCF level: 3

Credit value: 3


Unit summary

This unit involves a strong focus on supporting and meeting the needs of customers, ensuring that they can afford to buy the property and that they fully understand the financial commitment they will be making. Properties for sale could include general sales as well as those which are part of low-cost home ownership or shared ownership schemes.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

58

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d leg

al

requirem

ents

and c

odes

of

pra

ctic

e re

late

d t

o t

he

sale

of pro

per

ty

1.1

id

entify

the

rele

vant

legis

lation a

nd c

odes

of

pra

ctic

e re

late

d t

o p

roper

ty s

ales

1.2

ex

pla

in t

he

term

s ‘lo

w-c

ost

hom

e ow

ner

ship

’ an

d

‘shar

ed o

wner

ship

’

2

Know

the

org

anis

atio

n’s

polic

ies

and p

roce

dure

s fo

r th

e sa

le o

f pro

per

ty

2.1

id

entify

org

anis

atio

nal

polic

ies

and p

roce

dure

s re

lating t

o t

he

sale

of pro

per

ty

2.2

ex

pla

in h

ow

thes

e ap

ply

to t

hei

r ow

n job r

ole

2.3

des

crib

e th

e diffe

rent

types

of

pro

per

ties

for

sale

w

ithin

the

org

anis

atio

n a

nd t

hei

r le

gal st

atus

3

Imple

men

t polic

ies

and

pro

cedure

s fo

r th

e sa

le o

f pro

per

ty

3.1

pro

vide

clea

r an

d u

p-t

o-d

ate

info

rmat

ion,

on

serv

ices

and p

roce

sses

, to

cust

om

ers

who w

ish t

o

buy

pro

per

ties

3.2

st

ate

oth

er p

arties

/org

anis

atio

ns

who c

ould

pro

vide

hel

p a

nd s

upport

to t

he

cust

om

er

3.3

gat

her

acc

ura

te info

rmat

ion fro

m t

he

cust

om

er t

o

ensu

re t

hat

buyi

ng t

he

pro

per

ty is

thei

r bes

t option

3.4

se

lect

the

corr

ect

docu

men

tation for

the

type

of

sale

bei

ng p

ropose

d

3.5

ex

pla

in t

he

conte

nt

and r

equirem

ents

of any

agre

emen

ts t

o c

ust

om

ers

3.6

ch

eck

that

cust

om

ers

under

stan

d a

nd a

gre

e w

ith

the

term

s an

d c

onditio

ns

and s

igns

the

agre

emen

t to

com

ple

te t

he

sale

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

59

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


60


61

Unit 12: Provide Housing Advice and Guidance to Customers

Unit reference number: M/600/3215

QCF level: 3

Credit value: 3


Unit summary

This unit is about providing advice and guidance to customers. This includes advice on rights and responsibilities, directing customers to other sources of support and handling complaints.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

62

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

the

org

anis

atio

n’s

polic

ies

and p

roce

dure

s fo

r pro

vidin

g h

ousi

ng

advi

ce a

nd g

uid

ance

1.1

id

entify

org

anis

atio

nal

polic

ies

and p

roce

dure

s fo

r pro

vidin

g a

dvi

ce a

nd g

uid

ance

1.2

id

entify

the

types

of

reques

t or

com

pla

ints

that

m

ust

be

refe

rred

to c

olle

agues

or

oth

er

org

anis

atio

ns

2

Pro

vide

housi

ng a

dvi

ce

and g

uid

ance

2.1

cl

arify

reques

ts a

nd n

eeds

with c

ust

om

ers

to

det

erm

ine

what

is

required

2.2

ex

pla

in t

he

serv

ices

and s

upport

off

ered

by

the

org

anis

atio

n

2.3

ex

plo

re w

ith t

he

cust

om

er p

oss

ible

act

ions

and

options

2.4

ad

vise

cust

om

ers

of

thei

r rights

and r

esponsi

bili

ties

2.5

ex

pla

in t

o t

he

cust

om

er t

he

org

anis

atio

n’s

pro

cess

es a

nd p

olic

y on t

he

right

to a

ppea

l or

com

pla

in

2.6

ex

pla

in h

ow

to r

ecord

and a

ctio

n c

om

pla

ints

and

appea

ls

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


63

Unit 13: Manage Empty Properties

Unit reference number: A/600/3217

QCF level: 3

Credit value: 2


Unit summary

This unit is about the monitoring and managing of empty properties. Properties may be empty for a number of reasons, including planned maintenance, sales strategy and ‘voids’.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

64

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d leg

al a

nd

org

anis

atio

nal

polic

ies

and

pro

cedure

s re

lating t

o t

he

man

agem

ent

of em

pty

pro

per

ties

1.1

id

entify

the

legis

lation,

org

anis

atio

nal

polic

ies

and

pro

cedure

s re

lating t

o t

he

man

agem

ent

of

empty

pro

per

ties

1.2

id

entify

the

reaso

ns

for

empty

pro

per

ties

1.3

id

entify

ris

ks t

o s

elf and o

ther

s an

d t

he

pro

per

ty if

not

secu

red a

nd s

afe

2

Imple

men

t polic

ies

and

pro

cedure

s re

lating t

o

empty

pro

per

ties

2.1

pro

vide

up-t

o-d

ate

info

rmation a

nd d

ata o

n e

mpty

pro

per

ties

2.2

in

vest

igate

and r

eport

the

reaso

ns

for

empty

pro

per

ties

2.3

ar

range

for

pro

per

ty t

o b

e m

ade

safe

and s

ecure

2.4

st

ate

what

act

ion w

ould

be

take

n t

o im

pro

ve a

cces

s to

pro

per

ties

2.5

st

ate

the

oth

er p

art

ies

with r

esponsi

bili

ty f

or

the

conditio

n o

f em

pty

pro

per

ties

2.6

ar

range

view

ings

or

insp

ections

of an

em

pty

pro

per

ty

2.7

re

cord

and r

eport

pote

ntial

pro

ble

ms

with t

he

empty

pro

per

ty

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

65

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


66


67

Unit 14: Provide a Housing Rent Service

Unit reference number: J/600/3219

QCF level: 3

Credit value: 3


Unit summary

This unit is about managing rent accounting processes and administering debt recovery procedures with the aim of sustaining the tenancies of customers.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

68

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d t

he

legis

lation

whic

h r

elat

es t

o p

rovi

din

g

a housi

ng r

ent

serv

ice

1.1

id

entify

the

legis

lation r

elating t

o t

he

sett

ing a

nd

colle

ctio

n o

f re

nts

and s

ervi

ce c

har

ges

1.2

id

entify

the

legis

lation r

elating t

o t

he

pro

cess

ing o

f re

nt

arre

ars

1.3

ex

pla

in h

ow

this

leg

isla

tion a

pplie

s to

thei

r ow

n job

role

1.4

su

mm

aris

e how

the

housi

ng b

enef

it s

yste

m m

ight

affe

ct c

ust

om

ers

2

Know

org

anis

atio

nal

polic

ies

and p

roce

dure

s fo

r pro

vidin

g a

housi

ng

rent

serv

ice

2.1

id

entify

org

anis

atio

nal

polic

ies

and p

roce

dure

s re

lating t

o t

he

colle

ctio

n o

f re

nts

2.2

id

entify

org

anis

atio

nal

polic

ies

and p

roce

dure

s re

lating t

o d

ebt

reco

very

2.3

id

entify

the

range

of

deb

t se

rvic

es a

vaila

ble

to

cust

om

ers

2.4

id

entify

req

ues

ts f

or

finan

cial

advi

ce a

nd g

uid

ance

w

hic

h a

re u

rgen

t an

d n

eed p

rioritisi

ng

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

69

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Provi

de

a re

nt

serv

ice

3.1

ch

eck

that

ren

t/se

rvic

e ch

arges

are

corr

ect

3.2

sh

ow

com

munic

atio

n w

ith c

ust

om

ers

whic

h info

rms

them

of

thei

r le

gal

res

ponsi

bili

ty t

o p

ay

rent

and

thei

r rights

as

tenan

ts

3.3

ch

eck

inco

me

or

ben

efits

and a

dvi

se c

ust

om

ers

3.4

ag

ree

with c

ust

om

ers

appro

priate

met

hod t

o p

ay

rent

3.5

cl

arify

with c

ust

om

ers

thei

r under

stan

din

g o

f how

re

nts

will

be

colle

cted

3.6

se

t up p

aym

ent

met

hod

4

Monitor

the

rent

serv

ice

4.1

cr

eate

rec

ord

s an

d p

roduce

dat

a in

rel

atio

n t

o t

he

rent

serv

ice

4.2

id

entify

acc

ounts

whic

h a

re in a

rrea

rs

4.3

ad

min

iste

r deb

t re

cove

ry p

roce

dure

s

4.4

re

cord

all

action t

ake

n t

o r

ecove

r re

nt

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

70

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


71

Unit 15: Manage Temporary Accommodation


QCF level: 3

Credit value: 3


Unit summary

This unit is about obtaining, monitoring and managing temporary accommodation, including bed and breakfast accommodation. Customers could include families as well as individuals with specific needs.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

72

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d leg

al,

org

anis

atio

nal

polic

ies

and

pro

cedure

s fo

r ad

min

iste

ring t

empora

ry

acco

mm

odat

ion

1.1

id

entify

the

legal an

d o

rgan

isat

ional

polic

ies

and

pro

cedure

s fo

r ad

min

iste

ring t

empora

ry

acco

mm

odat

ion

1.2

id

entify

req

ues

ts f

or

tem

pora

ry a

ccom

modat

ion

whic

h a

re u

rgen

t an

d n

eed p

rioritisi

ng

2

Org

anis

e th

e pro

visi

on o

f te

mpora

ry a

ccom

modat

ion

2.1

gat

her

up-t

o-d

ate

info

rmat

ion o

n a

vaila

ble

te

mpora

ry a

ccom

modat

ion

2.2

id

entify

suitab

le a

ccom

modat

ion w

hic

h m

eets

org

anis

atio

nal

and s

tatu

tory

req

uirem

ents

2.3

as

sess

the

nee

ds,

suitab

ility

and e

ligib

ility

of

cust

om

ers

2.4

id

entify

pro

ble

ms

or

adju

stm

ents

nee

ded

to m

eet

cust

om

ers’

nee

ds

and a

ccom

modat

ion

requirem

ents

2.5

giv

e ad

vice

and info

rmat

ion t

o c

ust

om

ers

2.6

org

anis

e te

mpora

ry a

ccom

modat

ion w

ith lan

dlo

rds

to m

eet

the

nee

ds

of

cust

om

ers

2.7

se

lect

and c

om

ple

te t

he

appro

priat

e docu

men

tation

2.8

ex

pla

in t

he

appea

ls a

nd c

om

pla

ints

pro

cedure

to

cust

om

ers

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

73

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Monitor

tem

pora

ry

acco

mm

odat

ion

3.1

ch

eck

with invo

lved

par

ties

that

tem

pora

ry

acco

mm

odat

ion r

emain

s su

itable

3.2

id

entify

what

act

ions

could

be

take

n t

o r

esolv

e an

y is

sues

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


74


75

Unit 16: Deal with Customers by Telephone


QCF level: 2

Credit value: 7


Unit summary

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

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





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

76

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Use

the

tele

phone

syst

em

effe

ctiv

ely

1.1

oper

ate

the

tele

phone

equip

men

t ef

fici

ently

and

effe

ctiv

ely

1.2

ke

ep t

hei

r cu

stom

er r

egula

rly

info

rmed

about

thei

r ac

tions

when

acc

essi

ng info

rmation t

o p

rovi

de

resp

onse

s or

if t

hey

are

goin

g t

o b

e on h

old

for

a

per

iod o

f tim

e

1.3

sp

eak

clea

rly

and s

low

ly t

o a

llow

for

the

poss

ibili

ty

that

rec

eption o

n t

he

tele

phone

line

may

not

be

per

fect

1.4

ad

apt

thei

r sp

eech

to m

eet

the

indiv

idual

nee

ds

of

thei

r cu

stom

er

1.5

co

ntr

ol th

e le

ngth

of th

e co

nve

rsat

ion if th

e ca

ll is

co

stin

g t

hei

r cu

stom

er m

oney

1.6

en

sure

that

pro

mis

es t

o c

all back

are

kep

t

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

77

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

2

Plan

and m

ake

focu

ssed

te

lephone

calls

to t

hei

r cu

stom

er

2.1

an

tici

pat

e th

eir

cust

om

er’s

exp

ecta

tions

and

asse

mble

all

the

info

rmat

ion t

hey

mig

ht

nee

d

bef

ore

thei

r co

nve

rsation w

ith t

he

cust

om

er

2.2

pla

n t

he

open

ing p

art

of th

eir

conve

rsat

ion w

ith

thei

r cu

stom

er a

nd a

ntici

pat

e th

eir

poss

ible

re

sponse

s

2.3

pla

n t

he

obje

ctiv

e of th

eir

call

and t

he

way

in w

hic

h

they

exp

ect

the

call

to e

nd

2.4

open

the

conve

rsat

ion p

osi

tive

ly a

nd e

stablis

h a

ra

pport

with t

hei

r cu

stom

er

2.5

en

sure

that

thei

r cu

stom

er is

awar

e of th

e purp

ose

of th

eir

call

as e

arly

as

poss

ible

2.6

re

spond p

osi

tive

ly t

o q

uer

ies

and o

bje

ctio

ns

from

th

eir

cust

om

er

2.7

su

mm

aris

e th

e outc

om

e of th

e ca

ll an

d a

ny

act

ions

that

they

or

thei

r cu

stom

er w

ill t

ake

as

a r

esult

2.8

lis

ten c

aref

ully

when

colle

ctin

g info

rmation fro

m

thei

r cu

stom

er s

o t

hat

they

do n

ot

make

mis

take

s or

have

to k

eep r

epea

ting t

he

ques

tion

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

78

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Han

dle

inco

min

g c

alls

ef

fect

ivel

y 3.1

gre

et t

hei

r cu

stom

er f

ollo

win

g t

hei

r org

anis

atio

n’s

guid

elin

es

3.2

lis

ten c

lose

ly t

o t

hei

r cu

stom

er t

o iden

tify

thei

r pre

cise

rea

son f

or

calli

ng a

nd w

hat

they

are

se

ekin

g a

s th

e outc

om

e of th

e ca

ll

3.3

id

entify

all

the

options

they

have

for

resp

ondin

g t

o

thei

r cu

stom

er,

wei

gh u

p t

he

ben

efits

and

dra

wbac

ks o

f ea

ch

3.4

ch

oose

the

option t

hat

is m

ost

lik

ely

to lea

d t

o

cust

om

er s

atis

fact

ion w

ithin

the

serv

ice

offer

3.5

su

mm

aris

e th

e outc

om

e of th

e ca

ll an

d a

ny

act

ions

that

they

or

thei

r cu

stom

er w

ill t

ake

as

a r

esult

3.6

se

lect

the

appro

priat

e in

form

ation t

hey

nee

d t

o

reco

rd a

nd s

tore

follo

win

g t

hei

r org

anis

atio

n’s

guid

elin

es

3.7

ta

ke a

cle

ar

mes

sage

for

a co

lleague

if t

hey

are

unab

le t

o d

eal w

ith s

om

e asp

ect

of th

eir

cust

om

er’s

ex

pec

tations

3.8

put

thei

r cu

stom

er o

n h

old

and e

nsu

re t

hey

can

not

be

hea

rd if th

ey a

re d

iscu

ssin

g a

ctio

n w

ith o

ther

s or

calli

ng a

colle

ague

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

79

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

4

Know

and u

nder

stan

d h

ow

to

com

pet

ently

dea

l w

ith

cust

om

ers

by

tele

phone

4.1

sh

ow

that

they

know

and u

nder

stan

d t

he

import

ance

of sp

eaki

ng c

lear

ly a

nd s

low

ly w

hen

dea

ling w

ith c

ust

om

ers

by

tele

phone

4.2

sh

ow

that

they

know

and u

nder

stan

d t

he

effe

cts

of

smili

ng a

nd o

ther

fac

ial ex

pre

ssio

ns

that

can

be

det

ecte

d b

y so

meb

ody

liste

nin

g t

o y

ou o

n t

he

tele

phone

4.3

sh

ow

that

they

know

and u

nder

stan

d t

he

import

ance

of ad

apting t

hei

r sp

eech

to m

eet

the

nee

ds

of cu

stom

ers

who m

ay

find t

hei

r la

nguag

e or

acce

nt

har

d t

o u

nder

stan

d

4.4

sh

ow

that

they

know

and u

nder

stan

d t

hei

r org

anis

atio

n’s

guid

elin

es a

nd p

roce

dure

s fo

r th

e use

of

tele

phone

equip

men

t

4.5

sh

ow

that

they

know

and u

nder

stan

d t

hei

r org

anis

atio

n’s

guid

elin

es a

nd p

roce

dure

s fo

r w

hat

sh

ould

be

said

during t

elep

hone

conve

rsations

with

cust

om

ers

4.6

sh

ow

that

they

know

and u

nder

stan

d w

hat

det

ails

sh

ould

be

incl

uded

if

taki

ng a

mes

sage

for

a co

lleag

ue

4.7

sh

ow

that

they

know

and u

nder

stan

d h

ow

to

oper

ate

the

org

anis

ation’s

tel

ephone

equip

men

t

4.8

sh

ow

that

they

know

and u

nder

stan

d t

he

import

ance

of ke

epin

g t

hei

r cu

stom

er info

rmed

if

they

are

on h

old

during a

cal

l

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

80

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

4.9

sh

ow

that

they

know

and u

nder

stan

d t

he

import

ance

of not

talk

ing o

ver

an o

pen

tel

ephone

4.1

0

show

that

they

know

and u

nder

stan

d t

hei

r org

anis

atio

n’s

guid

elin

es f

or

handlin

g a

busi

ve c

alls

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


81

Unit 17: Support the Customer’s Engagement with the Local Community Through Identification of Support Networks and Development Opportunities


QCF level: 3

Credit value: 3


Unit summary

Customers could be those requiring support to access learning or development opportunities as a result of changed circumstances, young people leaving foster care, on individuals with sudden and acute illness or disability or whose condition may be expected to deteriorate over time.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

82

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

the

org

anis

atio

n’s

polic

ies

and p

roce

dure

s in

re

lation t

o p

rovi

din

g

support

for

cust

om

ers

to

acce

ss d

evel

opm

ent

opport

unitie

s

1.1

id

entify

the

org

anis

ation’s

polic

ies

and p

roce

dure

s in

rel

atio

n t

o p

rovi

din

g s

upport

for

cust

om

ers

to

acce

ss d

evel

opm

ent

opport

unitie

s

1.2

ex

pla

in h

ow

this

applie

s to

thei

r ow

n job r

ole

1.3

id

entify

the

range

of

avai

lable

opport

unitie

s an

d

pro

visi

on w

ithin

the

com

munity

2

Under

stan

d h

ow

co

mm

unity

opport

unitie

s ca

n c

ontr

ibute

to a

cu

stom

er’s

dev

elopm

ent

2.1

id

entify

how

acc

ess

to lea

rnin

g a

nd d

evel

opm

ent

opport

unitie

s affec

t a c

ust

om

er’s

qualit

y of

life

2.2

id

entify

what

mig

ht

aff

ect

a cu

stom

er’s

choic

es

2.3

des

crib

e co

mm

unic

ation s

trate

gie

s to

support

cu

stom

ers

to e

xpre

ss t

hei

r nee

ds

and w

ishes

and

mak

e dec

isio

ns

3

Support

cust

om

ers

to

acce

ss d

evel

opm

ent

opport

unitie

s

3.1

re

searc

h a

nd m

ainta

in info

rmat

ion o

n d

evel

opm

ent

opport

unitie

s

3.2

pro

vide

advi

ce a

nd g

uid

ance

about

dev

elopm

ent

opport

unitie

s

3.3

su

pport

cust

om

ers

to a

chie

ve iden

tified

dev

elopm

ent

nee

ds

3.4

re

view

pro

gre

ss w

ith c

ust

om

ers

3.5

id

entify

how

to p

rovi

de

additio

nal

support

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

83

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


84


85

Unit 18: Arrange and Facilitate Meetings with Housing Customers and Others


QCF level: 3

Credit value: 3


Unit summary

This unit is about the competencies required for arranging and conducting meetings with customers and others, either as individuals or in groups.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

86

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

the

org

anis

atio

n’s

pro

cedure

s fo

r arr

angin

g

mee

tings

1.1

id

entify

the

org

anis

ation’s

polic

ies

and p

roce

dure

s fo

r ar

rangin

g m

eetings

2

Arr

ange

mee

tings

2.1

co

nfirm

date

, purp

ose

and v

enue

of th

e m

eeting

with r

elev

ant

par

ties

2.2

org

anis

e arr

angem

ents

with v

enue

whic

h c

om

ply

w

ith h

ealth a

nd s

afet

y

2.3

id

entify

part

icip

ants

to a

tten

d t

he

mee

ting

2.4

pro

vide

part

icip

ants

with r

elev

ant

info

rmation p

rior

to t

he

mee

ting

2.5

co

llate

rel

evan

t in

form

atio

n p

rior

to t

he

mee

ting

2.6

st

ate

what

equip

men

t co

uld

be

use

d a

t m

eetings

3

Under

stan

d t

echniq

ues

for

faci

litating m

eetings

3.1

id

entify

ways

to e

nco

ura

ge

par

tici

pat

ion

3.2

id

entify

ways

to m

anag

e co

nflic

ting o

pin

ions

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

87

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

4

Faci

litat

e m

eetings

4.1

m

anag

e th

e tim

ing o

f th

e m

eeting

4.2

cl

arify

purp

ose

and a

ims

of th

e m

eeting

4.3

fa

cilit

ate

dis

cuss

ion a

nd d

ecis

ion m

akin

g

4.4

as

k ques

tions

to s

eek

clar

ific

atio

n

4.5

su

mm

aris

e outc

om

es o

f th

e m

eeting

4.6

en

sure

acc

ura

te m

inute

s ar

e re

cord

ed

4.7

id

entify

outc

om

es o

f th

e m

eeting

4.8

en

sure

min

ute

s ar

e dis

trib

ute

d t

o p

artici

pan

ts

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


88


89

Unit 19: Work with Customers and Groups to Develop the Community


QCF level: 3

Credit value: 3


Unit summary

This units covers the competencies required for promoting greater customer involvement in the development and regeneration of the local community.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

90

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

the

org

anis

atio

n’s

polic

y an

d p

roce

dure

s fo

r co

mm

unity

invo

lvem

ent

1.1

id

entify

the

org

anis

ation’s

polic

ies

and p

roce

dure

s fo

r w

ork

ing w

ith c

om

munity

gro

ups

and e

xter

nal

ag

enci

es

1.2

ex

pla

in h

ow

thes

e ap

ply

to t

hei

r ow

n job r

ole

1.3

id

entify

the

range,

role

and r

esponsi

bili

ties

of

rele

vant

org

anis

atio

ns

and g

roups

oper

atin

g w

ithin

th

e co

mm

unity

2

Know

tec

hniq

ues

for

effe

ctiv

e co

mm

unity

invo

lvem

ent

2.1

id

entify

met

hods

for

pro

moting c

om

munity

invo

lvem

ent

2.2

id

entify

the

bar

rier

s w

hic

h p

reve

nt

cust

om

ers

from

bec

om

ing invo

lved

in t

he

com

munity

2.3

st

ate

the

import

ance

of

com

munity

gro

ups

and

net

work

s

2.4

id

entify

met

hods

for

invo

lvin

g c

ust

om

ers

in t

he

com

munity

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

91

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Enco

ura

ge

par

tici

pat

ion in

the

com

munity

3.1

ex

pla

in t

he

ben

efits

of co

mm

unity

invo

lvem

ent

to

cust

om

ers

3.2

en

coura

ge

cust

om

ers

to b

e in

volv

ed in c

om

munity

activi

ties

3.3

ex

plo

re w

ith c

ust

om

ers

options

for

thei

r in

volv

emen

t

4

Dev

elop c

om

munity

activi

ties

4.1

es

tablis

h r

elat

ionsh

ips

with e

xist

ing c

om

munity

gro

ups

4.2

co

llabora

te w

ith c

ust

om

ers

to e

stab

lish a

nd m

anag

e ac

tivi

ties

4.3

org

anis

e co

mm

unity

activi

ties

whic

h c

om

ply

with

hea

lth a

nd s

afe

ty r

equirem

ents

.

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


92


93

Unit 20: Develop and Sustain Partnership Working Arrangements in a Housing Environment


QCF level: 3

Credit value: 2


Unit summary

This unit is about developing and sustaining partnership working arrangements with other organisations. Partnership working arrangements could be internal or external, informal or formal, and could have different purposes.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

94

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

the

org

anis

atio

n’s

polic

ies

and p

roce

dure

s, in

rela

tion t

o p

artn

ersh

ip

work

ing

1.1

id

entify

the

org

anis

ation’s

polic

ies

and p

roce

dure

s fo

r par

tner

ship

work

ing

1.2

id

entify

form

al a

nd info

rmal ag

reem

ents

in p

lace

w

ith r

elev

ant

org

anis

atio

ns

1.3

ex

pla

in h

ow

thes

e ap

ply

to t

hei

r ow

n job r

ole

2

Dev

elop a

nd s

ust

ain

par

tner

ship

work

ing

2.1

pro

mote

and e

xpla

in t

he

serv

ices

pro

vided

by

thei

r ow

n o

rgan

isat

ion t

o r

elev

ant

part

ner

s

2.2

st

ate

the

role

s an

d r

esponsi

bili

ties

of

diffe

rent

indiv

idual

s an

d o

rgan

isat

ions

invo

lved

in p

artn

ersh

ip

work

ing

2.3

ex

pla

in h

ow

and w

hen

sen

sitive

info

rmat

ion s

hould

be

shar

ed w

ith o

ther

org

anis

atio

ns

2.4

id

entify

met

hods

for

dea

ling w

ith c

onflic

ts a

nd

difficu

ltie

s th

at m

ight

aris

e w

ith p

artn

ersh

ip w

ork

ing

2.5

re

view

with o

ther

s th

e ef

fect

iven

ess

of par

tner

ship

w

ork

ing

2.6

id

entify

opport

unitie

s to

work

with o

ther

org

anis

atio

ns

to im

pro

ve s

ervi

ces

2.7

sh

are

the

findin

gs

with r

elev

ant

colle

agues

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

95

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


96


97

Unit 21: Develop and Promote Customer Involvement in a Housing Organisation


QCF level: 3

Credit value: 3


Unit summary

This unit is about developing and promoting customer involvement in the organisation to help the organisation meet the needs of its customers.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

98

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

the

org

anis

atio

n’s

polic

ies

and p

roce

dure

s re

lating t

o t

he

invo

lvem

ent

of

cust

om

ers

1.1

id

entify

the

org

anis

ation’s

polic

ies

and p

roce

dure

s re

lating t

o c

ust

om

er invo

lvem

ent

in t

he

org

anis

atio

n

1.2

ex

pla

in w

hy

it is

import

ant

to invo

lve

cust

om

ers

1.3

id

entify

how

cust

om

ers

can b

ecom

e in

volv

ed in t

he

org

anis

atio

n

1.4

id

entify

the

bar

rier

s w

hic

h p

reve

nt

cust

om

ers

from

bec

om

ing invo

lved

in t

he

org

anis

atio

n

1.5

id

entify

how

to r

educe

bar

rier

s to

cust

om

er

invo

lvem

ent

in t

he

org

anis

ation

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

99

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

2

Dev

elop c

ust

om

er

invo

lvem

ent

in t

he

org

anis

atio

n

2.1

ev

aluat

e th

e par

tici

pat

ion o

f cu

stom

ers

in t

he

org

anis

atio

n

2.2

dev

elop a

nd im

ple

men

t w

ays

in w

hic

h c

ust

om

ers

can

bec

om

e in

volv

ed

2.3

ad

vise

cust

om

ers

about

real

istic

options

for

thei

r in

volv

emen

t in

the

org

anis

ation

2.4

ag

ree

the

cust

om

ers’

role

in t

hei

r in

volv

emen

t w

ith

the

org

anis

atio

n

2.5

co

nsu

lt w

ith c

ust

om

ers

on o

rganis

atio

nal

iss

ues

2.6

re

view

cust

om

er invo

lvem

ent

to d

evel

op futu

re

par

tici

pat

ion

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


100


101

Unit 22: Contribute to the Development, Implementation and Review of Support Plans with Individuals Within a Housing Environment

Unit reference number: H/600/3227

QCF level: 3

Credit value: 4


Unit summary

This unit is about developing, implementing and reviewing support plans. Individuals are the customers you are working with.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

102

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

the

org

anis

atio

n’s

polic

ies

and p

roce

dure

s in

re

lation t

o s

upport

pla

ns

1.1

id

entify

the

org

anis

ation’s

polic

ies

and p

roce

dure

s in

rel

atio

n t

o s

upport

pla

ns

1.2

ex

pla

in h

ow

thes

e re

late

to t

hei

r ow

n job r

ole

1.3

st

ate

the

oth

er p

art

ies

invo

lved

, an

d t

hei

r re

sponsi

bili

ties

, in

rel

atio

n t

o s

upport

pla

ns

1.4

id

entify

when

cust

om

ers

mig

ht

nee

d t

o b

e re

ferr

ed

to o

ther

org

anis

atio

ns

or

colle

agues

about

the

support

pla

n

2

Contr

ibute

to t

he

dev

elopm

ent

of su

pport

pla

ns

2.1

in

volv

e cu

stom

ers

and k

ey p

eople

/org

anis

atio

ns

in

the

dec

isio

n-m

akin

g p

roce

ss

2.2

ag

ree

the

conte

nt

of

support

pla

ns

with t

he

cust

om

er a

nd k

ey p

eople

2.3

ch

eck

that

the

cust

om

er a

nd k

ey p

eople

under

stan

d

the

conte

nt

of th

e su

pport

pla

n a

nd t

he

appea

ls a

nd

com

pla

ints

pro

cedure

s

3

Imple

men

t th

e su

pport

pla

n

3.1

ex

pla

in w

hy

it is

import

ant

to r

ead t

he

support

pla

n

3.2

id

entify

pote

ntial

hea

lth a

nd s

afe

ty r

isks

and w

ays

to m

inim

ise

those

ris

ks

3.3

co

llabora

te w

ith t

he

cust

om

er t

o c

arry

out

support

pla

n a

ctiv

itie

s

3.4

co

mple

te d

ocu

men

tation r

elat

ing t

o t

he

imple

men

tation o

f th

e su

pport

pla

n

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

103

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

4

Contr

ibute

to t

he

revi

ew

of th

e su

pport

pla

n

4.1

re

view

with t

he

cust

om

er a

nd k

ey p

eople

the

effe

ctiv

enes

s of th

e su

pport

pla

n

4.2

agre

e am

endm

ents

to t

he

support

pla

n

4.3

en

sure

am

endm

ents

are

rec

ord

ed a

ccura

tely

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


104


105

Unit 23: Support Social and Personal Development Needs of Customers Within a Housing Environment


QCF level: 3

Credit value: 4


Unit summary

This unit is about supporting individuals to acquire, retain and develop skills to manage their lives and environment.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

106

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Know

the

org

anis

atio

n’s

polic

ies

and p

roce

dure

s in

re

lation t

o s

upport

ing

soci

al a

nd p

erso

nal

dev

elopm

ent

nee

ds

1.1

id

entify

the

org

anis

ation’s

polic

ies

and p

roce

dure

s in

rel

atio

n t

o s

upport

ing s

oci

al and p

erso

nal

dev

elopm

ent

nee

ds

1.2

ex

pla

in h

ow

thes

e re

late

to t

hei

r ow

n job r

ole

1.3

st

ate

the

oth

er p

art

ies

invo

lved

, an

d t

hei

r re

sponsi

bili

ties

, in

rel

atio

n t

o s

upport

ing s

oci

al a

nd

per

sonal

dev

elopm

ent

nee

ds

1.4

id

entify

when

cust

om

ers

mig

ht

nee

d t

o b

e re

ferr

ed

to o

ther

org

anis

atio

ns

or

colle

agues

2

Under

stan

d t

he

soci

al an

d

per

sonal

dev

elopm

ent

nee

ds

of cu

stom

ers

2.1

id

entify

wher

e to

acc

ess

info

rmation a

bout

the

soci

al a

nd p

erso

nal

nee

ds

of an

indiv

idual

cust

om

er

2.2

des

crib

e how

phys

ical, e

motional

and h

ealth

conditio

ns

affe

ct c

ust

om

ers’

nee

ds

2.3

des

crib

e how

to invo

lve

cust

om

ers

to e

xpre

ss t

hei

r per

sonal

and s

oci

al dev

elopm

ent

nee

ds

2.4

id

entify

pote

ntial

dile

mm

as a

nd c

onflic

ts in

pro

vidin

g s

ervi

ces

to m

eet

cust

om

ers’

nee

ds

and

wis

hes

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

107

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Support

soci

al a

nd

per

sonal

dev

elopm

ent

nee

ds

of cu

stom

ers

3.1

sh

ow

inte

ract

ion w

ith c

ust

om

ers

that

dem

onst

rate

s ac

tive

support

and r

espec

t fo

r cu

stom

ers’

wis

hes

in

imple

men

ting s

ervi

ces

to m

eet

thei

r so

cial

and

per

sonal

dev

elopm

ent

nee

ds

3.2

w

ork

with c

ust

om

ers

at t

hei

r ow

n p

ace

3.3

en

sure

that

the

cust

om

er f

ully

under

stan

ds

serv

ices

to

be

pro

vided

3.4

en

sure

ris

k as

sess

men

t has

bee

n c

onduct

ed a

nd is

follo

wed

3.5

ex

pla

in t

o c

ust

om

ers

thei

r rights

and

resp

onsi

bili

ties

4

Monitor

and k

eep r

ecord

s of th

e su

pport

giv

en

4.1

re

view

and m

onitor

the

support

pro

vided

with

cust

om

ers

and k

ey p

eople

4.2

pro

vide

accu

rate

rec

ord

s ab

out

the

soci

al a

nd

per

sonal

nee

ds

of cu

stom

ers

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


108


109

Unit 24: Help Customers to Move and Settle into New Living Environments


QCF level: 3

Credit value: 4


Unit summary

This unit is about supporting individuals to move and settle into new living environments. This could include resettling individuals and families from temporary accommodation to permanent homes and moving individuals from secure environments, such as the armed forces and hospital or drugs rehabilitation centres.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

110

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d leg

isla

tion for

movi

ng c

ust

om

ers

into

new

liv

ing e

nvi

ronm

ents

1.1

id

entify

leg

isla

tion in r

elat

ion t

o m

ovi

ng c

ust

om

ers

into

new

liv

ing e

nvi

ronm

ents

1.2

ex

pla

in h

ow

this

applie

s to

thei

r ow

n job r

ole

2

Know

the

org

anis

atio

n’s

polic

ies

and p

roce

dure

s fo

r re

sett

lem

ent

to n

ew

livin

g e

nvi

ronm

ents

2.1

id

entify

the

org

anis

ation’s

polic

ies

and p

roce

dure

s in

rel

atio

n t

o m

ovi

ng a

nd s

ettlin

g into

new

liv

ing

envi

ronm

ents

2.2

st

ate

the

role

s an

d r

esponsi

bili

ties

of

oth

er p

arties

in

volv

ed in t

he

pro

cess

2.3

id

entify

the

fact

ors

whic

h a

ffec

t th

e org

anis

atio

n’s

ca

pac

ity

to fully

mee

t cu

stom

er e

xpec

tations

3

Arr

ange

acco

mm

odat

ion

3.1

w

ork

with c

olle

agues

to s

ourc

e su

itab

le

acco

mm

odat

ion

3.2

co

nfirm

suitab

ility

of

acco

mm

odat

ion w

ith c

ust

om

er

and k

ey p

eople

3.3

pla

n t

he

stag

es f

or

the

chan

ge

with t

he

cust

om

er

and k

ey p

eople

3.4

su

pport

cust

om

ers

to iden

tify

pra

ctic

al s

teps

to

faci

litate

the

move

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

111

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

4

Support

the

cust

om

er in

the

new

liv

ing

envi

ronm

ent

4.1

ex

plo

re w

ith c

ust

om

er t

he

impact

of

the

new

liv

ing

envi

ronm

ent

4.2

re

cord

the

impac

t of

the

new

liv

ing e

nvi

ronm

ent

with t

he

cust

om

er

4.3

in

form

cust

om

ers

of

com

pla

ints

and a

ppea

ls

pro

cedure

s

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


112


113

Unit 25: Contribute to Safeguarding Individuals from Harm, Abuse, Exploitation and Discrimination in a Housing Environment


QCF level: 3

Credit value: 6


Unit summary

This unit is about contributing to the assessment of danger, harm and abuse and acting on potential dangers. This would include acting to minimise and deal with the effects of harm and abuse and supporting individuals to review situations and actions when the risk has passed.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

114

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d t

he

legis

lation

and c

odes

of pra

ctic

e in

re

lation t

o s

afeg

uar

din

g

indiv

idual

s fr

om

harm

, abuse

, ex

plo

itat

ion a

nd

dis

crim

inat

ion

1.1

id

entify

the

legis

lation a

nd c

odes

of pra

ctic

e re

lating t

o s

afeg

uar

din

g indiv

idual

s fr

om

har

m,

abuse

, ex

plo

itat

ion a

nd d

iscr

imin

atio

n

1.2

ex

pla

in h

ow

thes

e ap

ply

to t

hei

r ow

n job r

ole

1.3

st

ate

the

role

s an

d r

esponsi

bili

ties

of

oth

ers

invo

lved

in s

afe

guar

din

g indiv

idual

s fr

om

har

m,

abuse

, ex

plo

itat

ion a

nd d

iscr

imin

atio

n

2

Know

org

anis

atio

nal

polic

ies

and p

roce

dure

s in

re

lation t

o s

afeg

uar

din

g

indiv

idual

s fr

om

harm

, abuse

, ex

plo

itat

ion a

nd

dis

crim

inat

ion

2.1

id

entify

org

anis

atio

nal

polic

ies

and p

roce

dure

s re

lating t

o s

afeg

uar

din

g indiv

idual

s fr

om

har

m,

abuse

, ex

plo

itat

ion a

nd d

iscr

imin

atio

n

2.2

ex

pla

in h

ow

thes

e ap

ply

to t

hei

r ow

n job r

ole

2.3

id

entify

when

and t

o w

hom

a r

efer

ral sh

ould

be

mad

e w

hen

ther

e ar

e co

nce

rns

about

an indiv

idual

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

115

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Know

how

to r

ecognis

e si

gns

of harm

, ab

use

, ex

plo

itat

ion a

nd

dis

crim

inat

ion

3.1

ex

pla

in t

he

mai

n t

ypes

of har

m,

abuse

, ex

plo

itat

ion

and d

iscr

imin

atio

n w

hic

h m

ay b

e en

counte

red in a

housi

ng e

nvi

ronm

ent

3.2

des

crib

e w

hat

fact

ors

can

contr

ibute

to a

n

indiv

idual

bei

ng v

uln

erab

le t

o h

arm

, ab

use

, ex

plo

itat

ion a

nd d

iscr

imin

atio

n

3.3

id

entify

info

rmat

ion s

ourc

es in o

rder

to a

sses

s pote

ntial

or

actu

al r

isk

3.4

ex

pla

in t

he

poss

ible

sig

ns

that

an indiv

idual has

or

is b

eing h

arm

ed o

r abuse

d

4

Rec

ognis

e how

, har

m,

abuse

, ex

plo

itat

ion a

nd

dis

crim

inat

ion c

an a

ffec

t in

div

idual

s

4.1

id

entify

the

way

s in

whic

h h

arm

, ab

use

, ex

plo

itat

ion a

nd d

iscr

imin

atio

n c

an a

ffec

t th

e w

ellb

eing o

f in

div

idual

s

4.2

ex

pla

in h

ow

pow

er a

nd influen

ce c

an b

e use

d t

o

explo

it indiv

idual

s

4.3

ex

pla

in h

ow

peo

ple

who h

arm

and a

buse

indiv

idual

s co

nce

al w

hat

is

hap

pen

ing

4.4

id

entify

the

difficu

ltie

s an

indiv

idual

may

hav

e in

ta

lkin

g a

bout

har

m a

nd a

buse

iss

ues

4.5

ex

pla

in t

he

dile

mm

a b

etw

een a

n indiv

idual’s

rig

hts

an

d r

esponsi

bili

ties

to p

rote

ct t

hem

selv

es a

nd t

he

resp

onsi

bili

ties

of th

e org

anis

atio

n t

o s

afe

guar

d

indiv

idual

s fr

om

harm

, ab

use

, ex

plo

itat

ion a

nd

dis

crim

inat

ion

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

116

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

5

Res

pond t

o h

arm

, ab

use

, ex

plo

itat

ion a

nd

dis

crim

inat

ion

5.1

co

ntr

ibute

to r

isk

asse

ssm

ent

in r

elation t

o r

efer

rals

m

ade

in r

espec

t of harm

, ab

use

, ex

plo

itat

ion a

nd

dis

crim

inat

ion

5.2

sh

ow

inte

ract

ion w

ith indiv

iduals

to h

elp t

hem

id

entify

how

to m

inim

ise

risk

of har

m,

abuse

, ex

plo

itat

ion a

nd d

iscr

imin

atio

n

5.3

ex

pla

in h

ow

to r

espond a

nd w

hat

act

ions

should

be

take

n if it is

susp

ecte

d t

hat

an indiv

idual

has

or

is

bei

ng h

arm

ed o

r ab

use

d

5.4

ex

pla

in h

ow

to r

espond a

nd w

hat

act

ion s

hould

be

take

n if an

indiv

idual dis

close

s th

at t

hey

are

bei

ng

har

med

or

abuse

d

5.5

id

entify

the

appro

priat

e per

son t

o r

eport

to a

nd

seek

advi

ce fro

m

5.6

des

crib

e how

to r

ecord

eth

ically

and e

ffec

tive

ly

usi

ng t

he

org

anis

atio

n’s

polic

y

5.7

des

crib

e how

to p

reve

nt

valid

evi

den

ce b

ecom

ing

conta

min

ate

d

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


117

Unit 26: Direct Work with Customers who Use a Housing Service

Unit reference number: H/600/3230

QCF level: 3

Credit value: 4


Unit summary

This unit is about working with customers who may have additional needs, as well as working with their carers and families. Customers with additional needs could include those with mental health needs, learning disabilities, physical disabilities or those needing specialist support. The term ‘customer’ is used in this unit to denote service user/client rather than practitioners or other.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

118

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d leg

isla

tion a

nd

guid

elin

es t

o w

ork

ing w

ith

spec

ific

cust

om

ers

1.1

id

entify

leg

isla

tion a

nd g

uid

elin

es t

hat

rela

te t

o

cust

om

ers

who u

se t

hei

r housi

ng s

ervi

ce

1.2

ex

pla

in h

ow

thes

e ap

ply

to t

hei

r ow

n job r

ole

2

Know

the

org

anis

atio

n’s

polic

ies

and p

roce

dure

s re

lating t

o w

ork

ing w

ithin

boundar

ies

with

cust

om

ers

2.1

id

entify

the

org

anis

ation’s

polic

ies

and p

roce

dure

s re

lating t

o w

ork

ing w

ithin

boundar

ies

with

cust

om

ers

2.2

ex

pla

in t

hei

r ow

n job r

ole

and b

oundar

ies

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

119

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Apply

polic

ies

and

pro

cedure

s to

work

within

re

leva

nt

boundar

ies

with

cust

om

ers

3.1

ex

pla

in t

o c

ust

om

ers

the

boundar

ies

of th

eir

role

an

d r

esponsi

bili

ties

3.2

neg

otiate

with c

ust

om

ers

the

purp

ose

, fr

equen

cy

and m

ethods

of

conta

ct

3.3

ch

eck

cust

om

ers’

under

stan

din

g o

f th

e co

nta

ct

3.4

pro

duce

rec

ord

s of

the

agre

emen

ts r

each

ed

3.5

sh

ow

that

you h

ave

kep

t co

nta

ct w

ith c

ust

om

ers

3.6

ex

pla

in h

ow

you w

ould

res

pond t

o c

ust

om

ers

exhib

itin

g c

hal

lengin

g b

ehavi

our

3.7

ad

vise

cust

om

er a

bout

oth

er o

rgan

isat

ions/

serv

ices

av

aila

ble

3.8

ex

pla

in t

o t

he

cust

om

er t

he

com

pla

ints

and a

ppea

ls

pro

cedure

3.9

re

view

with c

ust

om

ers

the

effe

ctiv

enes

s of th

e co

nta

ct

3.1

0

iden

tify

what

im

pro

vem

ents

can

be

made

to t

he

conta

ct w

ithin

thei

r ow

n w

ork

boundar

ies

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


120


121

Unit 27: Enable Housing Customers to Establish and Maintain Contacts and Interests in Isolating Situations


QCF level: 3

Credit value: 4


Unit summary

Service users may be nearly or actually housebound, may be receiving long-term care away from their home, may have restrictions placed on their freedom and movement, or maybe individuals who are isolated by communication differences or through emotional distress.

The worker supports the individual in maintaining social contacts by offering encouragement and practical assistance and through obtaining information. The importance of respecting the individual’s needs and wishes about maintaining and developing contacts and interests is highlighted.

The worker is expected to show an awareness of the boundaries that their role places on the service user/worker relationship and to recognise and deal with tensions that may arise between the rights and interests of the individual and the responsibilities of the worker within the care plan.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

122

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d t

hei

r ro

le a

nd

resp

onsi

bili

ties

when

dev

elopin

g r

elationsh

ips

with c

ust

om

ers

1.1

id

entify

thei

r ow

n w

ork

boundar

ies

in d

evel

opin

g

rela

tionsh

ips

with c

ust

om

ers

1.2

id

entify

wher

e to

acc

ess

info

rmation a

nd s

upport

ab

out

thei

r ow

n job r

ole

s an

d r

esponsi

bili

ties

when

dev

elopin

g r

elationsh

ips

with c

ust

om

ers

1.3

ex

pla

in w

hy

it is

import

ant

that

cust

om

ers

are

as

self-m

anagin

g a

s poss

ible

2

Under

stan

d t

he

challe

nges

fa

ced w

hen

work

ing w

ith

cust

om

ers

in iso

lating

situ

atio

ns

2.1

id

entify

the

fact

ors

whic

h c

ause

cust

om

ers

to

bec

om

e is

ola

ted

2.2

des

crib

e m

ethods

of

enco

ura

gin

g c

ust

om

ers

to

reduce

iso

lation

2.3

des

crib

e how

to r

espond t

o a

situat

ion w

her

e th

e cu

stom

er c

hoose

s not

to e

ngag

e

2.4

ex

pla

in h

ow

to r

espond w

hen

a c

ust

om

er e

xpre

sses

an

inte

rest

whic

h c

onflic

ts w

ith y

our

per

sonal

bel

iefs

or

is ille

gal

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

123

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

3

Work

with c

ust

om

ers

to

mai

nta

in a

nd e

stab

lish

conta

cts

and inte

rest

s

3.1

su

pport

cust

om

ers

to iden

tify

thei

r nee

ds

and

inte

rest

s

3.2

pro

vide

cust

om

ers

with info

rmation,

advi

ce a

nd

guid

ance

on e

stab

lishin

g a

nd m

ainta

inin

g c

onta

cts

and inte

rest

s

3.3

su

pport

cust

om

ers

to e

stab

lish o

r m

ain

tain

conta

cts

and inte

rest

s

3.4

re

view

with t

he

cust

om

er t

he

effe

ctiv

enes

s of th

e su

pport

pro

vided

3.5

pro

duce

acc

ura

te r

ecord

s

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


124


125

Unit 28: Provide Support to Customers to Reduce the Risk of Homelessness


QCF level: 3

Credit value: 4


Unit summary

This unit is about supporting individuals to reduce the risk of homelessness. Support provided could include one-to-one meetings, home visits, mediation and representation, as well as directing customers to other organisations.





N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

126

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d t

he

legis

lation

whic

h r

elat

es t

o

hom

eles

snes

s

1.1

id

entify

the

legis

lation w

hic

h r

elat

es t

o

hom

eles

snes

s

1.2

ex

pla

in h

ow

it

applie

s to

thei

r ow

n job r

ole

2

Know

the

org

anis

atio

n’s

polic

ies

and p

roce

dure

s in

re

lation t

o r

educi

ng t

he

risk

of hom

eles

snes

s

2.1

id

entify

the

org

anis

ation’s

polic

ies

and p

roce

dure

s fo

r dea

ling w

ith c

ust

om

ers

at r

isk

of hom

eles

snes

s

2.2

id

entify

why

cust

om

ers

may

bec

om

e hom

eles

s

2.3

id

entify

the

housi

ng o

ptions

ava

ilable

to c

ust

om

ers

who a

re a

t ri

sk o

f hom

eles

snes

s

2.4

des

crib

e th

e im

port

ance

of

gai

nin

g p

erm

issi

on t

o

shar

e se

nsi

tive

info

rmat

ion w

ith o

ther

org

anis

atio

ns

and t

he

implic

ations

of

cust

om

er r

efusa

l

3

Support

cust

om

ers

to

pre

vent

hom

eles

snes

s 3.1

co

ntr

ibute

to r

isk

asse

ssm

ent

in r

elation t

o r

efer

rals

m

ade

in r

espec

t of hom

eles

snes

s

3.2

w

ork

with c

ust

om

ers

and o

ther

s to

enab

le a

ll to

under

stan

d h

ow

to r

educe

the

risk

of hom

eles

snes

s

3.3

st

ate

what

oth

er o

rgan

isat

ions

are

invo

lved

in t

he

pre

vention o

f hom

eles

snes

s

3.4

in

form

cust

om

ers

about

what

nee

ds

to b

e re

cord

ed

3.5

pro

vide

info

rmat

ion a

nd a

dvi

ce o

n h

ousi

ng o

ptions

3.6

re

view

with c

ust

om

er t

he

advi

ce a

nd s

upport

re

ceiv

ed t

o p

reve

nt

hom

eles

snes

s

3.7

pro

duce

acc

ura

te r

ecord

s

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

127

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


128


129

Unit 29: Plan, Allocate and Monitor Work of a Team


QCF level: 3

Credit value: 5


Unit summary

This unit helps learners to plan and allocate the work for a team, and support, monitor and improve team performance.



N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

130

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Be

able

to p

lan w

ork

for

a te

am

1.1

ag

ree

team

obje

ctiv

es w

ith o

wn m

anag

er

1.2

dev

elop a

pla

n f

or

a te

am t

o m

eet

agre

ed

obje

ctiv

es,

taki

ng into

acc

ount

capac

ity

and

capab

ilities

of th

e te

am

2

Be

able

to a

lloca

te w

ork

ac

ross

a t

eam

2.1

dis

cuss

tea

m p

lans

with a

tea

m

2.2

ag

ree

work

allo

cation a

nd S

MART (

Spec

ific

, M

easu

rable

, Ach

ieva

ble

, Rea

listic

and T

ime-

bound)

obje

ctiv

es w

ith t

eam

mem

ber

s

2.3

ag

ree

stan

dar

d o

f w

ork

req

uired

by

team

3

Be

able

to m

anag

e te

am

mem

ber

s to

ach

ieve

tea

m

obje

ctiv

es

3.1

su

pport

all

team

mem

ber

s in

ord

er t

o a

chie

ve t

eam

obje

ctiv

es

4

Be

able

to m

onitor

and

eval

uat

e th

e per

form

ance

of te

am m

ember

s

4.1

as

sess

tea

m m

ember

s’ w

ork

agai

nst

agre

ed

stan

dar

ds

and o

bje

ctiv

es

4.2

id

entify

and m

onitor

conflic

t w

ithin

a t

eam

4.3

id

entify

cause

s fo

r te

am m

ember

s not

mee

ting

team

obje

ctiv

es

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

131

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

5

Be

able

to im

pro

ve t

he

per

form

ance

of a t

eam

5.1

id

entify

ways

of

impro

ving t

eam

per

form

ance

5.2

pro

vide

const

ruct

ive

feed

back

to t

eam

mem

ber

s to

im

pro

ve t

hei

r per

form

ance

5.3

im

ple

men

t id

entified

way

s of im

pro

ving t

eam

per

form

ance

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


132


133

Unit 30: Support Team Members in Identifying, Developing and Implementing New Ideas


QCF level: 3

Credit value: 4


Unit summary

This unit helps learners to support team members in identifying, developing and implementing new ideas. It also helps learners to provide recognition for innovation.



N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

134

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Be

able

to d

evel

op t

eam

id

eas

and d

evel

op t

he

crea

tivi

ty o

f te

am

mem

ber

s

1.1

en

coura

ge

team

mem

ber

s to

iden

tify

idea

s

1.2

re

cord

tea

m m

ember

s’ idea

s

2

Be

able

to a

sses

s th

e vi

abili

ty o

f te

am m

ember

s’

idea

s

2.1

as

sess

with t

eam

mem

ber

s th

e pote

ntial

ben

efits

and r

isks

ass

oci

ated

with a

n idea

, an

d t

he

reso

urc

es r

equired

3

Be

able

to s

upport

tea

m

mem

ber

s to

im

ple

men

t id

eas

3.1

ex

pla

in h

ow

to s

upport

tea

m m

ember

s in

su

bm

itting form

al p

roposa

ls for

appro

val

3.2

ex

pla

in t

o t

eam

mem

ber

s how

to iden

tify

and

ove

rcom

e bar

rier

s to

im

ple

men

ting a

n idea

4

Be

able

to im

ple

men

t te

am idea

s 4.1

m

onitor

the

imple

men

tation o

f id

eas

by

ow

n t

eam

4.2

co

mm

unic

ate

the

pro

gre

ss o

f im

ple

men

tation t

o

rele

vant

oth

ers

ow

n o

rgan

isat

ion

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


135

Unit 31: Set Objectives and Provide Support for Team Members


QCF level: 3

Credit value: 5


Unit summary

This unit helps learners to set and support individuals and teams to achieve objectives.



N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

136

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Be

able

to c

om

munic

ate

a te

am’s

purp

ose

and

obje

ctiv

es t

o t

he

team

m

ember

s

1.1

des

crib

e th

e purp

ose

of a t

eam

1.2

se

t te

am o

bje

ctiv

es w

ith its

mem

ber

s w

hic

h a

re

SM

ART (

Spec

ific

, M

easu

rable

, Ach

ieva

ble

, Rea

listic

and T

ime-

bound)

1.3

co

mm

unic

ate

the

team

’s p

urp

ose

and o

bje

ctiv

es t

o

its

mem

ber

s

2

Be

able

to d

evel

op a

pla

n

with t

eam

mem

ber

s sh

ow

ing h

ow

tea

m

obje

ctiv

es w

ill b

e m

et

2.1

dis

cuss

with t

eam

mem

ber

s how

tea

m o

bje

ctiv

es

will

be

met

2.2

en

sure

tea

m m

ember

s part

icip

ate

in t

he

pla

nnin

g

pro

cess

and t

hin

k cr

eative

ly

2.3

dev

elop p

lans

to m

eet

team

obje

ctiv

es

2.4

se

t SM

ART p

erso

nal

work

obje

ctiv

es w

ith t

eam

m

ember

s

3

Be

able

to s

upport

tea

m

mem

ber

s id

entify

ing

opport

unitie

s an

d

pro

vidin

g s

upport

3.1

id

entify

opport

unitie

s an

d d

ifficu

ltie

s fa

ced b

y te

am

m

ember

s

3.2

dis

cuss

iden

tified

opport

unitie

s an

d d

ifficu

ltie

s w

ith

team

mem

ber

s

3.3

pro

vide

advi

ce a

nd s

upport

to t

eam

mem

ber

s to

ove

rcom

e id

entified

difficu

ltie

s and c

halle

nges

3.4

pro

vide

advi

ce a

nd s

upport

to t

eam

mem

ber

s to

m

ake

the

most

of id

entified

opport

unitie

s

N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

137

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

4

Be

able

to m

onitor

and

eval

uat

e pro

gre

ss a

nd

reco

gnis

e in

div

idual

and

team

ach

ieve

men

t

4.1

m

onitor

and e

valu

ate

indiv

idual an

d t

eam

act

ivitie

s an

d p

rogre

ss

4.2

pro

vide

reco

gnitio

n w

hen

indiv

idual

and t

eam

obje

ctiv

es h

ave

bee

n a

chie

ved

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


138


139

Unit 32: Address Performance Problems Affecting Team Members


QCF level: 4

Credit value: 3


Unit summary

This unit will ensure that learners are able to identify, discuss, resolve and record team members’ performance problems.



N027101 –

Spec

ific

atio

n –

Edex

cel Le

vel 3 N

VQ

Cer

tifica

te a

nd D

iplo

ma

in H

ousi

ng (

QC

F) –

Is

sue

1 –

June

2011

© E

dex

cel Li

mited

2011

140

Lear

nin

g ou

tcom

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

Date

1

Under

stan

d leg

al

requirem

ents

, in

dust

ry

regula

tions,

org

anis

atio

nal

polic

ies

and p

rofe

ssio

nal

co

des

conce

rnin

g

per

form

ance

1.1

id

entify

leg

al r

equirem

ents

, in

dust

ry r

egula

tions,

org

anis

atio

nal

polic

ies

and p

rofe

ssio

nal

codes

co

nce

rnin

g p

erfo

rman

ce

1.2

ex

pla

in lim

its

of ow

n a

uth

ority

rel

atin

g t

o

per

form

ance

pro

ble

ms

2

Be

able

to iden

tify

per

form

ance

pro

ble

ms

of

team

mem

ber

s

2.1

as

sess

tea

m m

ember

s’ p

erfo

rman

ce a

gai

nst

per

form

ance

crite

ria

2.2

ev

aluat

e ca

use

s of id

entified

per

form

ance

pro

ble

ms

3

Be

able

to d

iscu

ss

per

form

ance

pro

ble

ms

with t

eam

mem

ber

s

3.1

id

entify

per

form

ance

pro

ble

ms

to t

he

atte

ntion o

f th

e te

am

mem

ber

conce

rned

3.2

ex

pla

in a

n o

rgan

isat

ion’s

polic

ies

for

man

agin

g

per

form

ance

pro

ble

ms

to t

he

team

mem

ber

co

nce

rned

3.3

dev

elop a

confiden

tial re

cord

of

dis

cuss

ions

with

team

mem

ber

s ab

out

pro

ble

ms

affe

ctin

g t

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4.2

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and r

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143

Unit 33: Support Learning and Development Within Own Area of Responsibility


QCF level: 4

Credit value: 5


Unit summary

This unit helps learners to understand the importance of learning and to develop a learning environment within own area of responsibility.



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Lear

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1

Be

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to iden

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lear

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of

resp

onsi

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1.1

id

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1.3

pro

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3.1

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how

to g

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acc

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su

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ach

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when

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Lear

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nam

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sig

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:_______________________________________

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esso

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147

Unit 34: Employment Rights and Responsibilities in the Facilities Management, Housing and Property Sectors


QCF level: 2

Credit value: 2


Unit summary

Successful assessment of the unit proves that the candidate has achieved the national occupational standard to understand employment rights and responsibilities.





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Lear

nin

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tcom

es a

nd a

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t cr

iter

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mes

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Evid

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re

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1

Know

em

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and

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org

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pro

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qualit

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ou

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men

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that

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2.1

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org

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st

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types

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nat

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:_______________________________________

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ate:

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esso

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151

Further information

Our customer service numbers are:

BTEC and NVQ 0844 576 0026

GCSE 0844 576 0027

GCE 0844 576 0025

The Diploma 0844 576 0028

DiDA and other qualifications 0844 576 0031

Calls may be recorded for training purposes.

Useful publications

Related information and publications include:

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

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

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

• the current Edexcel publications catalogue and update catalogue.

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

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

How to obtain National Occupational Standards

Please contact:

Asset Skills Sol House 29 St Katherine’s Street Northampton NN1 2QZ

Telephone: 01604 233 336 Fax: 01604 233 573 Email: [email protected] Website: www.assetskills.org


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Professional development and training

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

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

• planning for the delivery of a new programme

• planning for assessment and grading

• developing effective assignments

• building your team and teamwork skills

• developing student-centred learning and teaching approaches

• building functional skills into your programme

• building effective and efficient quality assurance systems.

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

The training we provide:

• is active

• is designed to be supportive and thought provoking

• builds on best practice

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

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Annex

e A

: Pro

gres

sion

pat

hw

ays

The

Edex

cel qual

ific

atio

n f

ram

ewor

k fo

r th

e H

ousi

ng

sect

or

Level

Gen

era

l q

uali

fica

tio

ns

Dip

lom

as

BTE

C v

oca

tio

nall

y-

rela

ted

q

uali

fica

tio

ns

BTEC

sp

eci

ali

st

qu

alifi

cati

on

/

pro

fess

ion

al

NV

Q/

com

pete

nce

8

7

6

5

4

3

BTEC L

evel

3

Cer

tifica

te in H

ousi

ng

Prac

tice

(Q

CF)

Leve

l 3 N

VQ

Cer

tifica

te a

nd

Dip

lom

a in

Housi

ng

(QCF)

2

BTEC L

evel

2

Cer

tifica

te in H

ousi

ng

Prac

tice

(Q

CF)

Leve

l 2 N

VQ

Cer

tifica

te in H

ousi

ng

(QCF)

1

En

try


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Annexe B: Quality assurance

Key principles of quality assurance

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

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

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

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

Quality assurance processes

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

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

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


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The Edexcel quality-assurance processes will involve:

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

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

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

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

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


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Annexe C: Centre certification and registration

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

• direct centres to take action

• limit or suspend certification

• suspend registration.

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

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

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

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

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


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159

Annexe D: Assessment principles

The Sector Skills Council

for Property Services, Housing, Cleaning Services

and Facilities Management

the sector skills council for the places where we live and work

ASSESSMENT PRINCIPLES

August 2010

POLICIES AND PRINCIPLES FOR AWARDING

ASSET SKILLS COMPETENCE UNITS IN THE QCF

Asset Skills

2nd Floor

Sol House

19 St Katherine’s Street

Northampton

NN1 2QZ

Tel: 01604 233336

Fax: 01604 233573

E-mail: [email protected]

Website: www.assetskills.org

mailto:[email protected]�

http://www.assetskills.org/�


160

CONTENTS

1 INTRODUCTION 161

2 ASSESSMENT PRINCIPLES 162

3 SIMULATION AND WITNESS TESTIMONY 163

5 EXTERNAL QUALITY ASSURANCE OF ASSESSMENT 164

6 FRAMEWORK CRITERIA FOR THE APPOINTMENT OF EXTERNAL VERIFIERS 164

7 FRAMEWORK CRITERIA FOR THE APPOINTMENT OF INTERNAL VERIFIERS 166

8 FRAMEWORK CRITERIA FOR THE APPOINTMENT OF ASSESSORS 168


161

1 INTRODUCTION

ASSET SKILLS has worked with the Awarding Organisations offering qualifications within their footprint to develop these assessment principles for units of assessment which have been submitted to the QCF by Asset Skills

ASSET SKILLS, with the support of industry, is dedicated to embedding the National Occupational Standards and units of assessment into the workplace and to upholding the quality and integrity of the Standards and Units and the Awards, Certificates and Diplomas based upon them.


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2 ASSESSMENT PRINCIPLES FOR COMPETENCY BASED UNITS

2.1 The following principles will apply to Awarding Organisations:

2.1.1 Assessment should normally be at the candidate’s workplace, but where the opportunity to assess across the range of standards is unavailable other comparable working environments may be used, following agreement from the External Verifier.

2.1.2 A holistic approach towards the collection of evidence should be encouraged, assessing activities generated by the whole work experience rather than focusing on specific tasks.

e.g. If the candidate communicates with a customer whilst engaged in cleaning activities these can be assessed against both cleaning and customer service elements.

2.1.3 Assessors can only assess in their acknowledged area of occupational competence.

2.1.4 Assessors and Internal Verifiers will be registered with their Approved Centre and be accountable to the organisation for their assessment practice.

2.1.5 Health and safety of customers/clients and employees must be maintained throughout the assessment process and if any person carrying out assessment or verification activities does not feel that there is due regard to health and safety then that person should refuse to continue with the activity(ies) until satisfied that due regard to health and safety is being taken.


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3 SIMULATION AND WITNESS TESTIMONY FOR COMPETENCY BASED UNITS

There are a few occasions when simulation or witness testimony is warranted where the centre can demonstrate that performance evidence has been impossible to obtain.

The underlying reasons for either simulation or witness testimony are:

• health and safety considerations

• activities that would cause serious inconvenience or loss to an employer if there was an undue delay in their being carried out

• Infrequently occurring activities

• equality of access

3.1 Simulation

Simulation may be necessary for specific elements of the units. It is advisable that centres refer to the Awarding Organisations in these cases for clear guidelines.

Awarding Organisation guidance to centres must ensure that demands on the candidate during simulation are neither more nor less than they would encounter in a real work situation. In particular:

• All simulations must be planned, developed and documented by the centre in a way that ensures the simulation accurately reflects what the unit seeks to assess

• All simulations should follow these documented plans

• A centre’s overall strategy for simulation must be examined and approved by the external verifier

• There should be a range of simulations to cover the same aspect of the standard so that the risk of candidates successfully colluding is reduced

• The physical environment for the simulation must be as realistic as possible and draw on real resources that would be used in the industry

• The nature of the contingency must be realistic.


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3.2 Witness Testimony Witness testimony should not form the primary source of evidence. Centres must comply with Awarding Organisation guidance over the occupational competence and briefing of witnesses in the use of witness testimony.

4 RECOGNITION OF PRIOR LEARNING AND EXPERIENCE

4.1 Evidence from past achievement may be included as permissible evidence within assessment methods.

4.2 Evidence of prior knowledge and understanding can be offered as supplementary evidence as long as it is a measurable assessed outcome of learning which links to the unit of assessment

4.3 Assessors should make best use of all the assessment methods available to them in ensuring the most reliable and effective use is made of claims of prior learning and experience which relate to the individual circumstances.

4.4 All candidates must demonstrate current competence with respect to recognition of prior learning (RPL).

5 EXTERNAL QUALITY ASSURANCE OF ASSESSMENT

5.1 Awarding organisations will operate a Risk Rating system of Approved Centres. This will be applied UK wide. Awarding organisations will provide details of their plans and criteria for risk rating at the time of qualifications' submissions.

5.1.1 The Awarding Organisations will carry out risk assessment annually and risk rate each Approved Centre and will take appropriate action to ensure quality assurance is maintained.

6 FRAMEWORK CRITERIA FOR THE APPOINTMENT OF EXTERNAL VERIFIERS

6.1 ASSET SKILLS aims to ensure that the technical and quality aspirations of industry are met, in order to inspire confidence in the national occupational standards and qualifications. ASSET SKILLS will work with the Awarding Organisations to implement a practical and cost effective external verification process that will strengthen the rigour and consistency of assessment.

6.2 The criteria will apply to existing and new External Verifiers.

6.3 Verification Competence

6.3.1 Awarding Organisations will ensure that External Verifiers: Hold an appropriate external verifier qualification (D35 or V2), or be working towards the V2 qualification, and demonstrate evidence of knowledge, understanding and experience of the assessment process (together with the occupational competence requirements below).

• In England, Wales, Northern Ireland new External Verifiers must achieve unit V2 within 12 months of beginning external verification.


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• In Scotland ,all new EVs should have an assessment plan for achieving the V2 and be working towards achieving the awards. There is no timescale attached to the achievement of Unit V2.

6.4 Occupational Competence

All External Verifiers must

6.4.1 provide evidence of knowledge, understanding and application of the National Occupational Standards, Units of Assessment and Assessment Principles, together with technical definitions where appropriate. Awarding Organisations should cover this requirement as part of their normal appointment process.

6.4.2 have verifiable relevant experience and current knowledge of the occupational working area at or above the level being verified. This experience and knowledge must be of sufficient depth to be effective and reliable when verifying judgements about assessors’ assessment processes and decisions. External verifiers’ experience and knowledge could be verified by: curriculum vitae and references

• possession of a relevant qualification

• corporate membership of a relevant professional institution

6.4.3 have up to date knowledge and experience of the particular aspects of work they are verifying. This could be verified by records of continuing professional development achievements

6.4.4 have a sound in-depth knowledge of, and uphold the integrity of the NOS, Units of Assessment and these Assessment Principles

6.4.5 undertake continuous professional development to ensure that they are working to the current National Occupational Standards in assessment and verification.

6.4.6 be aware of national issues affecting vocational education, training and qualifications in the sector.

6.4.7 have appropriate knowledge of the ASSET SKILLS framework of qualifications in relevant areas to the qualifications being externally verified.

6.4.8 demonstrate their ability to maintain credibility and retain the confidence of the industry through commitment to continuous personal and professional development.

6.4.9 provide evidence of knowledge, understanding and application of the Regulatory Authorities’ codes of practice

6.5 Awarding Organisations may have generic criteria and personnel specifications in addition to the above.


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7 FRAMEWORK CRITERIA FOR THE APPOINTMENT OF INTERNAL VERIFIERS

7.1 Internal Verifiers are appointed by an Approved Centre and approved by the Awarding Organisation through their External Verifier.

7.2 This criteria will apply to existing and new Internal Verifiers.

7.3 Internal Verifiers should only verify the decisions of assessors which fall within their acknowledged area of technical and occupational competence.

7.4 Internal Verifiers should be seen as the person responsible for an approved centre’s assessment quality in order to facilitate the assessment process and should be one of the following:

7.4.1 Internal Verifiers will be employed directly or contractually by the same organisation (approved centre) as the assessors

Or:

7.4.2 Acting as a counter-signatory on a short term basis, a maximum period of 18 months, where Internal Verifier(s) have not yet achieved their V1 award.

7.5 Internal Verifiers will either:

a Hold an appropriate internal verifier qualification (D34 or V1) , or be working towards a V1 qualification.

• In England, Wales and Northern Ireland all new internal verifiers should achieve unit V1 within 18 months of beginning internal verification duties. Internal verification decisions by verifiers who are still working towards certification must be countersigned by a Verifier who has gained certification.

• In Scotland, all new Verifiers should have an assessment plan for achieving the V1 and be working towards achieving the award. External Verifiers will monitor progress and achievement towards the achievement of V1 during centre visits

• All new Internal Verifiers must hold units A1 and/or A2

Or:

b Where employers opt for an ‘employer direct’ model, the qualification requirements specified by the regulatory authorities may be waived as described below.

The ‘employer direct’ model is where colleagues, supervisors and/or managers in the workplace are involved in the assessment process. Under this model, the employer, with the agreement of their Awarding Organisation and Asset Skills and the approval of the qualifications Regulators, may choose between:

Achieving the appropriate regulatory body approved unit qualifications for internal verification


167

Or:

Demonstrating that the employer’s training and development activity undertaken to prepare, validate and review these verification roles, maps 100% to the National Occupational Standards which these qualifications are based on. The mapping process must be agreed by the Awarding Organisation as providing the equivalent level of rigour and robustness as achievement of the unit qualification.

The alternative option described above, which waivers the need for the regulatory approved units, must be confined in application to an ‘organisation by organisation’ and ‘qualification by qualification’ basis, and agreed by the qualification regulators. Prospective organisations must be able to confirm that their in-house practices conform to the requirements of the Standards in association with the relevant Awarding Organisation.

7.5.2 It is desirable that all Internal Verifiers hold a relevant qualification

Internal Verifiers will:

7.5.3 have verifiable relevant experience and current knowledge of the occupational working area at or above the level being verified. This experience and knowledge must be of sufficient depth to be effective and reliable when verifying judgements about assessors’ assessment processes and decisions. Internal verifiers’ experience and knowledge could be verified by:

• curriculum vitae and references



7.5.4 have expertise so they have up to date knowledge and experience of the particular aspects of work they are verifying. This could be verified by records of continuing professional development achievements

7.5.5 have a sound in-depth knowledge of, and uphold the integrity of the NOS, Units of Assessment and these Assessment Principles

7.5.6 be prepared to participate in training activities for their continued professional development

7.5.7 demonstrate their ability to maintain occupational competence by continuous professional development

7.5.8 undertake continuous professional development to ensure that they are working to the current National Occupational Standards in assessment and verification.

7.5.9 have knowledge of the requirements and application of the Asset Skills Assessment Principles


168

7.5.10 provide evidence of knowledge, understanding and application of the Regulatory Authorities’ codes of practice

7.6 Centres will be responsible for ensuring that internal verifiers plan and maintain continuous professional development

7.7 Approved Centres may have generic criteria and personnel specifications in addition to the above.

8 FRAMEWORK CRITERIA FOR THE APPOINTMENT OF ASSESSORS

8.1 This section is intended to assist Approved Centres in the recruitment of those individuals who will act as Assessors within the Approved Centre.

8.2 Assessors are appointed by an Approved Centre and approved by the Awarding Organisation through their External Verifier.

8.2.1 They should only assess in their area of technical and occupational competence as approved by their Awarding Organisations.

8.3 Assessors should be one of the following:

8.3.1 Employed directly or contractually by the same organisation (centre) as the candidate

Or:

8.3.2 Acting as a counter signatory on a short term basis (18 months) where the Centre Assessor has not yet achieved their A1 or A2 awards.

8.4 The Assessor should have the following:

Assessment Competence

Either:

8.4.1

a Hold D32 and/or D33 or A1 and or A2 or be working towards A1 and/or A2 Assessor Awards.

• In England, Wales and Northern Ireland, new Assessors must achieve unit A1 or A2 within 18 months of beginning assessment duties. Assessment decisions by Assessors who are still working towards certification must be countersigned by an Assessor who has gained certification.

• In Scotland, all new Assessors should have an assessment plan for achieving A1 or A2 and be working towards achieving the award. External Verifiers will monitor progress and achievement towards the achievement of A1 or A2 during centre visits.

Candidates in possession of a TQFE without having an appropriate A1 or A2 award should undertake continuing professional development to demonstrate that they are working to the appropriate A Unit standard.


169

Or:

b Where employers opt for an ‘employer direct’ model, the qualification requirements specified by the regulatory authorities may be waived as described below.

The ‘employer direct’ model is where colleagues, supervisors and/or managers in the workplace are involved in the assessment process. Under this model, the employer, with the agreement of their Awarding Organisation and Asset Skills and the approval of the qualifications Regulators, may choose between: Achieving the appropriate regulatory body approved unit qualifications for assessment.

Or:

Demonstrating that the employer’s training and development activity undertaken to prepare, validate and review these assessment roles, maps 100% to the National Occupational Standards which these qualifications are based on. The mapping process must be agreed by the Awarding Organisation as providing the equivalent level of rigour and robustness as achievement of the unit qualification.

The alternative option described above, which waivers the need for the regulatory approved units, must be confined in application to an ‘organisation by organisation’ and ‘qualification by qualification’ basis, and agreed by the qualification regulators. Prospective organisations must be able to confirm that their in-house practices conform to the requirements of the Standards in association with the relevant Awarding Organisation.

8.5 Occupational Competence

All assessors must

8.5.1 have verifiable relevant current industry experience and knowledge of the occupational working area at or above the level being assessed. This experience and knowledge must be of sufficient depth to be effective and reliable when judging candidates’ competence. Assessors’ experience and knowledge could be verified by: curriculum vitae and references



8.5.2 have sufficient occupational expertise so they have up to date knowledge and experience of the particular aspects of work they are assessing. This could be verified by records of continuing professional development achievements


170

8.5.3 have a sound in-depth knowledge of, and uphold the integrity of the sector’s NOS, units of Assessment and these Assessment Principles

8.5.4 be prepared to participate in training activities for their continued professional development

8.6 Centres will be responsible for ensuring that assessors plan and maintain continuous professional development

8.7 Approved Centres may have generic criteria and personnel specifications in addition to the above.


171

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

Please go to www.ofqual.gov.uk to access the document ‘Operating rules for using the term ‘NVQ’ in a QCF qualification title’.

4834db130611 S:LT\PD\NVQ COMPETENCE\N027101 L3 CD IN HOUSING (QCF) DOC.1-178/1

http://archive.ofqual.gov.uk/files/2008-08-28-operating-rules-for-using-nvq-in-qcf-qualification-title.pdf�

http://archive.ofqual.gov.uk/files/2008-08-28-operating-rules-for-using-nvq-in-qcf-qualification-title.pdf�

Publications Code N027101 June 2011 For more information on Edexcel and BTEC qualifications please visit our website: www.edexcel.com Edexcel Limited. Registered in England and Wales No. 4496750 Registered Office: One90 High Holborn, London WC1V 7BH. VAT Reg No 780 0898 07

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