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NVQs

NVQs. NVQs recognise competence IN EMPLOYMENT whereas traditional vocational qualifications recognise competence FOR EMPLOYMENT. NVQS - WHAT ARE THEY?. qualifications which are nationally consistent standards for quality of work which are set by industrial and professional bodies (NTOs)

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NVQs

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  1. NVQs • NVQs recognise competence IN EMPLOYMENT whereas traditional vocational qualifications recognise competence FOR EMPLOYMENT

  2. NVQS - WHAT ARE THEY? • qualifications which are nationally consistent • standards for quality of work which are set by industrial and professional bodies (NTOs) • work based assessment used to measure skills against these standards • NVQs are not academic qualifications, they recognise what people can DO and what they know

  3. NVQ TERMS USED • COMPETENCE • the ability to perform to the standards expected in normal employment - not a training situation. • EVIDENCE • information which supports judgements about achievement - evidence must relate directly to the element of competence being assessed

  4. NVQ STRUCTURES • QUALIFICATIONS & CURRICULUM AUTHORITY (QCA) • ICS • AWARDING BODY • AWARDING CENTRE • NVQ SCHEME

  5. QUALIFICATION PATHWAYS NVQ 5 PROFESSIONAL NVQ 4 HIGHER TECHNICIAN/MANAGEMENT NVQ 3 ADVANCED CRAFT/TECHNICIAN/SUPERVISORY NVQ 2 CRAFT JOBS NVQ 1 FOUNDATION TRAINING

  6. KEY PLAYERS • CANDIDATE • LINE MANAGER • TRAINER • ASSESSOR • INTERNAL VERIFIER • EXTERNAL VERIFIER

  7. NVQS - THE FRAMEWORK k UNIT ELEMENT r n p a o w c n l ELEMENT e s g d e g NVQ TITLE e k ELEMENT r UNIT n o p a w c n l e s g ELEMENT d g e e

  8. EXAMPLE:Customer Service level 2 • (x6-12)UNIT - Deliver reliable Customer Service • (x2-4) ELEMENT -Prepare to deal with your customers • (x6-8) PC/NS- make realistic commitments to your customers regarding the delivery of products or services • (x3-7) Range/ • Scope - busy periods/quiet periods • (x10+)Knowledge - competitors

  9. TYPES OF EVIDENCE • Primary sources of evidence • Workplace observation • Work Products • Witness testimony • Professional Discussion

  10. TYPES OF EVIDENCE • Secondary forms of evidence • Personal reports • Critical reflection • Case histories • Oral & written questioning • Case studies • Assignments/projects • Certificates • Simulations

  11. ASSESSING TO STANDARDS • Validity • Reliability & fairness • Sufficiency • Authenticity • Current • Consider What do I need to ask?

  12. SCHEMES OFFERED • Why Customer Service? • In fulfilment of the Operational Strategy – Customer Service • “Identify appropriate training and induction opportunities with Staff Development and develop programmes to support the embedding of customer service ethos across all staff in the institution.” • Assessor/Verifier Awards • Customer Service Levels 2&3

  13. KEY QUALIFICATIONS FOR POSTS LISTED: CLERK/WP OPERATOR Personal Skills, Administration & Customer Service at Level 2, ADMIN ASSISTANT Personal Skills Levels 2&3, Administration Level 2, Customer Service Level 2, plus Admin level 3, Customer Service level 3 and THETO level 2 SNR ADMIN ASSISTANT Personal Skills Levels 2-4, Administration Levels 2&3, Customer Service Levels 2&3, Management 4 and the Assessor award

  14. DEPUTY ADMIN OFFICER KEY QUALIFICATIONS FOR THIS LEVEL OF POST: Assessor Award,Internal Verifier, Personal Skills Level 4, Administration Levels 3&4, Customer Service Level 3 and Management level 4, are linked strongly to this level of post

  15. ADMIN OFFICER KEY QUALIFICATIONS FOR THIS LEVEL OF POST: Assessor Award, Personal Skills Level 4, Administration Level 4, and Management level, plus Customer Service 3 are linked strongly to this level of post

  16. CONCLUSIONS • Occupational standards in relation to Admin/Customer Service/Management/Assessment Practice are relevant to staff within H.E. according to level • Customer Service is a key generic qualification appropriate at ALL levels • Vocational qualifications at higher levels are a key area for development • Consistency in job expectations

  17. CUSTOMER SERVICE 2 • UNIT 1 -MANDATORY UNIT. • Give customers a positive impression of yourself and your organisation • UNIT 2 -MANDATORY UNIT • Deliver reliable customer service • UNIT 3 -MANDATORY UNIT . • Develop customer relationships your customers • UNIT 4 -MANDATORY UNIT • Resolve customer service problems • UNIT 5- OPTIONAL UNIT • Support customer service improvements • UNIT 6 – OPTIONAL UNIT • Develop personal performance through delivering customer service • UNIT 7 - OPTIONAL UNIT • Promote additional products or services to customers • UNIT 8 -OPTIONAL UNIT • Process customer service information

  18. CUSTOMER SERVICE 3 • Qualification Structure: Customer Service NVQ/SVQ Level 3 (2001 Standards) • A minimum of 6 Units must be completed -Five mandatory Units plus one optional Unit • UNIT 1 -MANDATORY UNIT • Organise, deliver and maintain reliable customer service • UNIT 2- MANDATORY UNIT • Improve the customer relationship • UNIT 3- MANDATORY UNIT • Work with others to improve customer service • UNIT 4- MANDATORY UNIT • Monitor and solve customer service problems • UNIT 5-MANDATORY UNIT • Promote continuous improvement • UNIT 6- OPTIONAL UNIT • Develop your own and others' customer service skills • UNIT 7- OPTIONAL UNIT • Organise and promote products or services to customers • UNIT 8- OPTIONAL UNIT • Lead the work of teams and individuals to improve customer service

  19. A1 ASSESSOR AWARD • A1 Assess candidates using a range of methods • (J/101/4380) • A1.1 Develop plans for assessing competence with candidates • A1.2 Judge evidence against criteria to make assessment decisions • A1.3 Provide feedback and support to candidates on assessment decisions • A1.4 Contribute to the internal quality assurance process • A2 Assess candidates’ performance through observation • (L/101/4381) • A2.1 Agree and review plans for assessing candidates’ performance • A2.2 Assess candidates’ performance against the agreed standards • A2.3 Assess candidates’ knowledge against the agreed standards • A2.4 Make an assessment decision and provide

  20. WORKSHOPS • Customer care & Team Building • Improving own performance (inc development review and CV writing) • Time Management • Service Evaluation • Project Management (optional) • Health & Safety/ Equal Opportunities • Cross referencing

  21. WORKBOOKS • Customer Care/Team Building • Improve Own Performance • Time Management • Health & Safety • Used to develop knowledge with supporting reflection activities to develop greater self awareness ie honey&mumford/belbin questionnaires used

  22. BENEFITS • Raise competency in workplace • Relevant to job roles within HE • Individual Recognition • Personal development • Departmental - objective monitoring of performance/projects • Institutional - service improvement/quality of student experience

  23. LINE MANAGER RESPONSIBILITY • Time for evidence collection • Get involved in NVQ • Witness Testimonies • Suggestions of evidence type • Development Reviews of candidate • Providing opportunities for demonstration of competence • Ideas for project

  24. CANDIDATE RESPONSIBILITY • Meet with assessor regularly • Attend workshops • Undertake actions agreed with assessor • Some work at home ie cross referencing • Network with other candidates • Discuss NVQ with Line Manager • Log hours spent on NVQ

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