edexcel nvq/competence-based qualifications · level 2 nvq certificate in operational support in...
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Specification
Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF)
First registration January 2011
Edexcel NVQ/competence-based 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, 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 Lucy Stewart
Publications Code N025394
All the material in this publication is copyright © Edexcel Limited 2011
Contents
Qualification title covered by this specification 1
Key features of the Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) 2
What is the purpose of this qualification? 2
Who is this qualification for? 2
What are the benefits of this qualification to the learner and employer? 2
What are the potential job roles for those working towards this qualification? 2
What progression opportunities are available to learners who achieve this qualification? 3
What is the qualification structure for the Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF)? 4
How is the qualification graded and assessed? 6 Assessment requirements/strategy 6
Types of evidence (to be read in conjunction with the assessment strategy in Annexe D) 7
Centre recognition and approval 8 Centre recognition 8
Approvals agreement 8
Quality assurance 8
What resources are required? 8
Unit format 9
Units 11 Unit 1: Ensure responsibility for actions to reduce risks to health
and safety 13
Unit 2: Achieve effective working relationships with colleagues in the road passenger transport industries 17
Unit 3: Provide professional customer service in road passenger transport 25
Unit 4: Support Learners by Coaching in the Workplace 31
Unit 5: Develop and maintain work skills and knowledge in the passenger transport industry 35
Unit 6: Manage Conflict in the Road Passenger Transport Industry 39
Unit 7: Resolve customer service problems 45
Unit 8: Deal with customers in writing or using ICT 49
Unit 9: Deal with customers by telephone 55
Unit 10: Deal with customers face to face 61
Unit 11: Support customer service improvements 67
Unit 12: Prepare vehicle and driver rotas for road passenger transport timetabled operations 73
Unit 13: Implement schedules for road passenger transport operations 81
Unit 14: Process telephone bookings in the road passenger transport industries 85
Unit 15: Provide support to passengers with a severe disability 91
Unit 16: Provide support to passengers who require assistance 95
Unit 17: Monitor revenue protection and timetables in road passenger transport operations 101
Unit 18: Plan road passenger transport routes for customers 107
Unit 19: Operate an IT system in road passenger transport 111
Further information 115
Useful publications 115 How to obtain National Occupational Standards 115
Professional development and training 116
Annexe A: Progression pathways 117 The Edexcel qualification framework for the road passenger transport sector 117
Annexe B: Quality assurance 119 Key principles of quality assurance 119
Quality assurance processes 119
Annexe C: Centre certification and registration 121 What are the access arrangements and special considerations for the qualifications in this specification? 121
Annexe D: Assessment requirements/strategy 123
Annexe E: Additional requirements for qualifications that use the term ‘NVQ’ in a QCF qualification title 129
Annexe F: Simulation 135
Annexe G: Assessment guidance 137
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
1
Qua
lific
atio
n ti
tle
cove
red
by t
his
spec
ific
atio
n
This
spec
ific
atio
n g
ives
you t
he
info
rmation y
ou n
eed t
o o
ffer
the
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and C
oac
h I
ndust
ry (
QCF)
Qu
alifi
cati
on
tit
le
Qu
alifi
cati
on
A
ccre
dit
ati
on
Nu
mb
er
(QA
N)
Acc
red
itati
on
st
art
date
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and C
oac
h I
ndust
ry (
QCF)
600/0
078/8
01/1
2/2
010
This
qual
ific
atio
n h
as
bee
n a
ccre
dited
within
the
Qual
ific
ations
and C
redit F
ram
ework
(Q
CF)
and is
elig
ible
for
public
fundin
g a
s det
erm
ined
by
the
Dep
artm
ent
for
Educa
tion (
DfE
) under
Sec
tions
96 a
nd 9
7 o
f th
e Le
arnin
g a
nd S
kills
Act
2000.
The
qual
ific
atio
n t
itle
lis
ted a
bove
fea
ture
s in
the
fundin
g lis
ts p
ublis
hed
annual
ly b
y th
e D
fE a
nd t
he
regula
rly
updat
ed w
ebsi
te.
It w
ill a
lso a
ppea
r on t
he
Learn
ing A
ims
Dat
abas
e (L
AD
), w
her
e re
leva
nt.
You s
hould
use
the
QCF
Qualif
icat
ion A
ccre
ditat
ion N
um
ber
(Q
AN
), w
hen
you w
ish t
o s
eek
public
fundin
g for
your
learn
ers.
Each
unit w
ithin
a q
ualif
ication w
ill a
lso h
ave
a u
niq
ue
QC
F re
fere
nce
num
ber
, w
hic
h is
liste
d in t
his
spec
ific
atio
n.
The
QCF
qual
ific
atio
n t
itle
and u
nit r
efer
ence
num
ber
s w
ill a
ppea
r on t
he
lear
ner
s’ f
inal
cer
tifica
tion d
ocu
men
t. L
earn
ers
nee
d t
o
be
made
aw
are
of th
is w
hen
they
are
rec
ruited
by
the
centr
e an
d r
egis
tere
d w
ith E
dex
cel.
This
qual
ific
atio
n r
epla
ced t
he
follo
win
g q
ual
ific
atio
n fro
m 1
st J
anuar
y 2011.
Qu
alifi
cati
on
tit
le
Qu
alifi
cati
on
A
ccre
dit
ati
on
N
um
ber
(QA
N)
Acc
red
itati
on
st
art
date
A
ccre
dit
ati
on
en
d d
ate
Edex
cel Le
vel 2 N
VQ
in R
oad
Pas
senger
Tra
nsp
ort
Oper
atio
ns
500/5
647/5
01/0
1/0
9
31/1
2/1
0
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
2
Key features of the Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF)
This qualification:
• is nationally recognised
• is based on the GoSkills National Occupational Standards (NOS) for Road Passenger Transport Operations. The NOS, assessment requirements/strategy and qualification structure are owned by GoSkills.
What is the purpose of this qualification?
This qualification has been developed by the Sector Skills Council GoSkills following extensive employer consultation and research. It addresses skills gaps and provides those working in operational support for the bus and coach industries with the opportunity to demonstrate evidence of technical competency and the underpinning knowledge relating to their work activities.
Who is this qualification for?
This qualification is for all learners aged 18 and above who are capable of reaching the required standards.
Edexcel’s policy is that the qualification should:
• be free from any barriers that restrict access and progression
• ensure equality of opportunity for all wishing to access the qualification(s).
What are the benefits of this qualification to the learner and employer?
This qualification allows learners to demonstrate competence against the National Occupational Standards which are based on the needs of the road passenger transport industry as defined by the Sector Skills Council, GoSkills. It contributes to the development of skilled employees in this sector.
What are the potential job roles for those working towards this qualification?
This qualification is intended for people who are employed in providing a passenger transport operations service, for example customer service assistants, controllers, passenger services supervisors, transport planners and transport schedulers.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
3
What progression opportunities are available to learners who achieve this qualification?
This qualification offers various opportunities for progression within the workplace.
Further information is available in Annexe A.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
4
What is the qualification structure for the Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF)?
Individual units can be found in the Units section.
To achieve the Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) learners must achieve a minimum of 29 credits – made up as follows:
• 11 mandatory credits
• minimum of 1 optional credit from Group 1
• minimum of 6 optional credits from Group 2
• minimum of 11 optional credits from Group 3.
Learners must not take more than 14 credits at Level 3.
Unit Mandatory units
All three units must be taken.
Credit value required: minimum 11, maximum 11.
Credit Level
1 A/601/5867 – Ensure responsibility for actions to reduce risks to health and safety
4 3
2 R/602/5997 – Achieve effective working relationships with colleagues in the road passenger transport industries
3 2
3 R/602/6163 – Provide professional customer service in road passenger transport
4 2
Unit Group 1 – Optional units
Learners must complete a minimum of 1 optional credit from this group.
Credit value required: minimum 1.
Credit Level
4 L/502/6118 – Support Learners by Coaching in the Workplace
4 3
5 K/502/5994 – Develop and maintain work skills and knowledge in the passenger transport industry
2 2
6 M/502/5995 – Manage Conflict in the Road Passenger Transport Industry
1 2
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
5
Unit Group 2 – Optional units
Learners must complete a minimum of 6 optional credits from this group.
Credit value required: minimum 6.
Credit Level
7 M/601/1511 – Resolve customer service problems 6 2
8 Y/500/8916 – Deal with customers in writing or using ICT
7 3
9 Y/600/0583 – Deal with customers by telephone 7 2
10 T/601/1221 – Deal with customers face to face 5 2
11 A/601/1530 – Support customer service improvements
5 2
Unit Group 3 – Optional units
Learners must complete a minimum of 11 optional credits from this group.
Credit value required: minimum 11.
Credit Level
12 K/602/6198 – Prepare vehicle and driver rotas for road passenger transport timetabled operations
10 3
13 J/602/6208 – Implement schedules for road passenger transport operations
3 2
14 A/602/6027 – Process telephone bookings in the road passenger transport industries
2 2
15 F/602/6210 – Provide support to passengers with a severe disability
3 2
16 Y/602/6214 – Provide support to passengers who require assistance
4 2
17 H/602/6216 – Monitor revenue protection and timetables in road passenger transport operations
10 3
18 K/602/6220 – Plan road passenger transport routes for customers
1 2
19 L/602/6226 – Operate an IT system in road passenger transport
3 2
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
6
How is the qualification graded and assessed?
The overall grade for the qualification 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 requirements/strategy for the sector, or
• as part of a training programme.
Assessment requirements/strategy
The assessment requirements/strategy for these qualifications have been included in Annexe D. They have been developed by GoSkills in partnership with employers, training providers, awarding organisations and the regulatory authorities. The assessment strategy 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 whether 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.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
7
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 strategy 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 strategy 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 (EPW)
• 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.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
8
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 Operational Support in the Bus and Coach Industry. 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 requirements/strategy. Staff assessing the learner must meet the requirements within the overarching assessment strategy for the sector.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
9
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 accredited 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.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
10
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
11
Units
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
12
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
13
Unit 1: Ensure responsibility for actions to reduce risks to health and safety
Unit reference number: A/601/5867
QCF level: 3
Credit value: 4
Guided learning hours: 38
Unit summary
The aim of this unit is to provide learners with the knowledge/understanding/skills to understand their health and safety responsibilities in the workplace.
Assessment requirements/evidence requirements
1 The common evidence requirements below are in addition to the ENTO Assessment Strategies approved by UKCG in February 2008.
2 The standards require evidence of consistent occupational competence, as defined by the standards, to be demonstrated through relevant work activities. A variety of assessment methods should be used to confirm competence. Assessment of knowledge should be integrated with the assessment of performance wherever possible and appropriate.
3 Assessment of performance and knowledge in the workplace: All evidence must be derived from performance in the workplace with no exceptions. Therefore, no simulated working conditions have been specified in this Assessment Strategy as the outcomes can be demonstrated by a combination of other assessment methods drawn from:
• direct observation of the candidate in the workplace
• witness testimony by colleagues and line managers of the candidate’s successful performance of activities in the workplace
• documentary and other product-based evidence
• a personal report by the candidate endorsed by colleagues
• questions
• discussion
• professional discussion.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
14
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
15
Lear
ning
out
com
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
D
ate
1
Be
able
to iden
tify
the
haz
ards
and e
valu
ate
the
risk
s in
the
work
pla
ce
1.1
Id
entify
work
pla
ce inst
ruct
ions
that
are
rel
evan
t to
th
em a
nd t
hei
r jo
b r
ole
1.2
Id
entify
work
ing p
ract
ices
and h
azar
ds
in t
he
work
pla
ce t
hat
could
be
harm
ful
1.3
Eva
luat
e th
e haz
ards
and p
rioritise
in r
isk
ord
er
1.4
Rep
ort
haza
rd(s
) to
the
resp
onsi
ble
per
son
2
Be
able
to r
educe
the
risk
s to
hea
lth a
nd s
afe
ty in t
he
work
pla
ce
2.1
Per
form
work
act
ivitie
s at
ow
n lev
el o
f co
mpet
ence
in
acc
ord
ance
with iden
tified
hea
lth a
nd s
afet
y:
–
work
pla
ce p
olic
ies
–
inst
ruct
ions
and p
roce
dure
s,
–
supplie
rs a
nd m
anufa
cture
rs’ in
form
atio
n a
nd
–
rele
vant
legal
req
uir
emen
ts
2.2
M
anag
e haza
rds
in a
ccord
ance
with w
ork
pla
ce
inst
ruct
ions
and leg
al r
equir
emen
ts
2.3
Rep
ort
any
diffe
rence
s bet
wee
n w
ork
pla
ce
inst
ruct
ions
and s
upplie
r/m
anufa
cture
r in
stru
ctio
ns
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
16
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Know
how
to r
educe
ris
ks
to h
ealth a
nd s
afe
ty in t
he
work
pla
ce
3.1
Exp
lain
thei
r re
sponsi
bili
ty in r
emai
nin
g a
lert
to
haz
ards
and r
isks
3.2
D
escr
ibe
ow
n r
esponsi
bili
ties
and s
cope
for
action
in c
ontr
olli
ng r
isk
3.3
Exp
lain
the
import
ance
of adher
ing t
o h
ealth a
nd
safe
ty p
olic
ies
and p
ract
ices
3.4
D
escr
ibe
wher
e an
d w
hen
to g
et a
dditio
nal
hea
lth
and s
afe
ty a
ssis
tance
3.5
D
escr
ibe
the
import
ance
of
per
sonal
pre
senta
tion
and b
ehavi
our
in m
ainta
inin
g h
ealth a
nd s
afet
y in
th
e w
ork
pla
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
17
Unit 2: Achieve effective working relationships with colleagues in the road passenger transport industries
Unit code: RPVD 7
Unit reference number: R/602/5997
QCF level: 2
Credit value: 3
Guided learning hours: 19
Unit summary
The purpose of this unit is for learners to demonstrate occupational competence in achieving effective working relationships with colleagues in the road passenger transport industries. This unit is particularly suitable for learners who work in driving or passenger support roles in the road passenger transport industries.
This unit relates to GoSkills National Occupational Standard Unit 7 – Achieve Effective Working Relationships with Colleagues in the Road Passenger Transport Industry from the Road Passenger Vehicle Driving suite, and Unit 2 – Achieve Effective Working Relationships with Colleagues in the Road Passenger Transport Industries.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning and professional discussion.
Simulation must not be used to assess this unit.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (RPVD 7), which must be adhered to, is detailed in Annexe G.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
18
Lear
ning
out
com
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
D
ate
1
Be
able
to a
chie
ve
effe
ctiv
e w
ork
ing
rela
tionsh
ips
with
colle
agues
1.1
Beh
ave
tow
ards
colle
agues
in lin
e w
ith
org
anis
atio
nal
pro
cedure
s
1.2
Res
pond t
o r
eques
ts fro
m c
olle
agues
pro
mptly
and
will
ingly
1.3
M
eet
any
under
taki
ngs
giv
en t
o c
olle
agues
within
th
e ag
reed
way
and t
imes
cale
1.4
Pr
ovi
de
info
rmat
ion c
olle
agues
ask
for
that
is
acc
ura
te,
clea
r and g
iven
pro
mptly
1.5
Tak
e par
t in
dis
cuss
ions
about
work
ing
rela
tionsh
ips
1.6
Support
colle
agues
who a
re lea
rnin
g,
to h
elp
dev
elop t
hei
r sk
ills
and k
now
ledge
1.7
D
iscu
ss p
roble
ms
with t
he
appro
priat
e per
son if
ther
e are
difficu
ltie
s in
work
ing r
elationsh
ips,
or
work
pra
ctic
es
1.8
Id
entify
pote
ntial
are
as o
f co
nflic
t w
ith c
olle
agues
1.9
N
egotiate
with c
olle
agues
to s
ort
out
conflic
t si
tuat
ions
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
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
D
ate
2
Know
how
to a
chie
ve
effe
ctiv
e w
ork
ing
rela
tionsh
ips
with
colle
agues
2.1
D
escr
ibe
the
nee
d for
effe
ctiv
e w
ork
ing
rela
tionsh
ips
in t
he
work
pla
ce
2.2
D
escr
ibe
org
anis
ational
pro
cedure
s re
lating t
o
beh
avio
ur
in t
he
work
pla
ce
2.3
D
escr
ibe
how
to b
alance
giv
ing h
elp t
o c
olle
agues
w
ith o
wn p
erso
nal w
ork
load
2.4
D
escr
ibe
the
limits
of ow
n p
erso
nal
and c
olle
agues
re
sponsi
bili
ties
2.5
D
escr
ibe
the
learn
ing n
eeds
of
colle
agues
who a
re
bei
ng t
rain
ed
2.6
D
escr
ibe
org
anis
ational
pro
cedure
s fo
r:
–
dea
ling w
ith a
nd d
iscu
ssin
g d
ifficu
ltie
s in
w
ork
ing r
elat
ionsh
ips
–
dea
ling w
ith c
onflic
t w
ithin
the
work
pla
ce
2.7
D
escr
ibe
the
skill
s th
at c
ould
be
use
d t
o s
ort
out
conflic
ts a
nd d
eal w
ith a
ggre
ssiv
e beh
avi
our
in t
he
work
pla
ce
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
20
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Be
able
to a
chie
ve
effe
ctiv
e co
mm
unic
ations
with c
olle
agues
3.1
O
bta
in info
rmat
ion r
equired
fro
m c
olle
agues
in lin
e w
ith o
rgan
isat
ional
pro
cedure
s
3.2
G
ive
info
rmat
ion t
o c
olle
agues
that
is
rele
vant
and
will
mee
t th
eir
nee
ds
3.3
Com
munic
ate
info
rmat
ion in a
form
at t
hat
is
appro
priat
e
3.4
Confirm
per
sonal
auth
orisa
tion t
o g
ive
the
info
rmat
ion p
rovi
ded
3.5
G
et h
elp in c
ase
s w
her
e th
ere
are
difficu
ltie
s in
co
mm
unic
atin
g e
ffec
tive
ly w
ith c
olle
agues
3.6
Id
entify
wea
knes
ses
with o
wn p
erso
nal
com
munic
atio
n s
kills
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
21
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4
Know
how
to a
chie
ve
effe
ctiv
e co
mm
unic
ations
with c
olle
agues
4.1
D
escr
ibe
the
nee
d for
accu
rate
and r
elev
ant
info
rmat
ion t
o b
e co
mm
unic
ated
within
the
work
pla
ce
4.2
D
escr
ibe
the
met
hods
of get
ting a
nd g
ivin
g
info
rmat
ion b
etw
een c
olle
agues
4.3
D
escr
ibe
the
limits
of ow
n p
erso
nal
auth
ority
re
lating t
o p
rovi
din
g info
rmation
4.4
D
escr
ibe
the
diffe
rent
form
ats
in w
hic
h info
rmat
ion
can b
e co
mm
unic
ate
d a
nd t
hei
r use
s
4.5
D
escr
ibe
the
nee
d for
pro
vidin
g,
and w
ays
to
pro
vide,
colle
agues
with o
pport
unitie
s to
co
mm
unic
ate
free
ly a
nd o
pen
ly
4.6
D
escr
ibe
org
anis
ational
pro
cedure
s fo
r dea
ling w
ith
and r
eport
ing d
ifficu
ltie
s in
com
munic
atin
g fre
ely
and o
pen
ly
4.7
D
escr
ibe
how
to iden
tify
and d
eal w
ith w
eakn
esse
s w
ith o
wn p
erso
nal co
mm
unic
atio
n s
kills
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
22
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
5
Be
able
to p
rom
ote
eq
ual
ity
and d
iver
sity
in
the
work
pla
ce
5.1
M
ake
sure
that
per
sonal
beh
avi
our,
word
s an
d
actions
pro
mote
equalit
y an
d d
iver
sity
in t
he
work
pla
ce
5.1
Id
entify
ow
n p
erso
nal
res
ponsi
bili
ties
and lia
bili
ties
under
equal
ity
legis
lation a
nd r
elev
ant
codes
of
pra
ctic
e
5.3
Id
entify
pre
judic
e, d
iscr
imin
ation a
nd b
ully
ing in
the
work
pla
ce
5.4
D
eal w
ith inci
den
ts o
f pre
judic
e, d
iscr
imin
ation a
nd
bully
ing in t
he
work
pla
ce w
ithin
the
limits
of ow
n
per
sonal
auth
ority
and o
rganis
ational
pro
cedure
s
6
Know
how
to p
rom
ote
eq
ual
ity
and d
iver
sity
in
the
work
pla
ce
6.1
Exp
lain
why
equalit
y an
d d
iver
sity
in t
he
work
pla
ce
is im
port
ant
6.2
D
escr
ibe
what
can
cause
pre
judic
e an
d
dis
crim
ination in t
he
work
pla
ce
6.3
D
escr
ibe
the
org
anis
atio
nal
polic
y on e
qualit
y an
d
div
ersi
ty
6.4
D
escr
ibe
rele
vant
legis
lation a
nd c
odes
of
conduct
aim
ed a
t ach
ievi
ng e
qualit
y and d
iver
sity
6.5
D
escr
ibe
per
sonal re
sponsi
bili
ty r
egar
din
g e
qual
ity
and d
iver
sity
in t
he
work
pla
ce
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
23
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
24
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
25
Unit 3: Provide professional customer service in road passenger transport
Unit code: RPTO 3
Unit reference number: R/602/6163
QCF level: 2
Credit value: 4
Guided learning hours: 13
Unit summary
This unit is for those demonstrating competence in dealing with road passenger transport customers. This unit is particularly suitable for learners working in road passenger transport operations.
This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 3 – Provide a professional customer service in Road Passenger Transport Operations.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, written evidence and professional discussion.
Simulation must not be used to assess this unit.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry must be followed; please see Annexe D.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
26
Lear
ning
out
com
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
D
ate
1
Be
able
to f
ollo
w d
ress
an
d b
ehavi
our
codes
to
pro
ject
a p
rofe
ssio
nal
im
age
1.1
D
eal w
ith c
ust
om
ers
in lin
e w
ith o
rgan
isat
ional
pro
cedure
s
1.2
Consi
sten
tly
follo
w t
he
rele
vant
org
anis
atio
nal
dre
ss a
nd p
erso
nal
appea
rance
codes
2
Know
how
to follo
w d
ress
an
d b
ehavi
our
codes
to
pro
ject
a p
rofe
ssio
nal
im
age
2.1
Exp
lain
the
import
ance
for
the
org
anis
atio
n t
o h
ave
dre
ss a
nd b
ehav
iour
codes
2.2
D
escr
ibe
the
org
anis
atio
nal
dre
ss a
nd p
erso
nal
ap
pea
rance
codes
and e
xpla
in t
hei
r im
port
ance
2.3
Exp
lain
how
to d
eal w
ith d
ifficu
ltie
s in
mee
ting
dre
ss a
nd p
erso
nal
appea
rance
codes
2.4
D
escr
ibe
opport
unitie
s to
im
pro
ve t
he
serv
ice
giv
en
to c
ust
om
ers
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
27
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Be
able
to d
evel
op
pro
fess
ional
rel
atio
nsh
ips
with c
ust
om
ers
3.1
Ack
now
ledge
cust
om
ers
in lin
e w
ith o
rgan
isat
ional
pro
cedure
s
3.2
G
ive
info
rmat
ion t
o c
ust
om
ers
within
ow
n lim
its
of
auth
ority
3.3
Fo
llow
org
anis
atio
nal
pro
cedure
s fo
r dea
ling w
ith
cust
om
ers
3.4
Ref
er c
ust
om
ers
to o
ther
appro
priat
e peo
ple
when
outs
ide
ow
n a
uth
ori
ty
3.5
Rec
ord
acc
ura
tely
info
rmat
ion f
rom
cust
om
ers
that
re
late
s to
the
org
anis
atio
n a
nd m
ainta
in
confiden
tialit
y
3.6
Id
entify
and r
eport
iss
ues
with s
ervi
ces,
pro
duct
s or
per
sonal
itie
s th
at c
ust
om
ers
rais
e th
at c
ould
cau
se
difficu
ltie
s in
acc
ord
ance
with o
rgan
isational
pro
cedure
s
3.7
Car
ry o
ut
ow
n w
ork
to m
axim
ise
conve
nie
nce
to
the
cust
om
er
3.8
Id
entify
oth
er m
ain
pro
vider
s of
pas
senger
tr
ansp
ort
rel
ated
to t
he
org
anis
atio
n’s
act
ivity
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
28
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4
Know
how
to d
evel
op
pro
fess
ional
rel
atio
nsh
ips
with c
ust
om
ers
4.1
Exp
lain
the
org
anis
ation’s
polic
y an
d p
roce
dure
s fo
r cu
stom
er s
ervi
ce
4.2
Exp
lain
the
limits
of
ow
n a
uth
ority
4.3
Exp
lain
how
to iden
tify
cust
om
er’s
indiv
idual
nee
ds
4.4
D
escr
ibe
what
cust
om
er s
ervi
ce info
rmation
ben
efits
the
org
anis
ation
4.5
D
escr
ibe
the
difficu
ltie
s in
del
iver
ing c
ust
om
er
serv
ice
4.6
Exp
lain
the
pro
cedure
s fo
r re
ferr
ing c
ust
om
er
serv
ice
issu
es a
nd t
he
rule
s gove
rnin
g
confiden
tialit
y
4.7
Exp
lain
the
import
ance
of
equal
tre
atm
ent
for
all
cust
om
ers
4.8
D
escr
ibe
the
make
up o
f th
e pass
enger
tra
nsp
ort
in
dust
ry a
t nat
ional and loca
l le
vel
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
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
D
ate
5
Be
able
to c
om
munic
ate
effe
ctiv
ely
with c
ust
om
ers
5.1
Com
munic
ate
with c
ust
om
ers
in a
way
that
is
appro
priat
e to
thei
r nee
ds
5.2
Res
pond t
o c
ust
om
ers’
req
ues
t in
lin
e w
ith
org
anis
atio
nal
pro
cedure
s
5.3
Confirm
that
the
info
rmat
ion g
iven
mee
ts t
he
cust
om
er’s
nee
ds
5.4
D
eal w
ith c
om
munic
atio
n p
roble
ms
in lin
e w
ith
org
anis
atio
nal
pro
cedure
s
6
Know
how
to
com
munic
ate
effe
ctiv
ely
with c
ust
om
ers
6.1
D
escr
ibe
the
mai
n form
s of ve
rbal
and n
on v
erbal
co
mm
unic
atio
n a
nd h
ow
to inte
rpre
t th
em
6.2
Exp
lain
how
to c
onfirm
cust
om
ers
under
stan
din
g o
f th
e in
form
atio
n p
rovi
ded
6.3
Exp
lain
wher
e to
get
hel
p t
o d
eal w
ith
com
munic
atio
n d
ifficu
ltie
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
30
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
31
Unit 4: Support Learners by Coaching in the Workplace
Unit code: BACEM 39
Unit reference number: L/502/6118
QCF level: 3
Credit value: 4
Guided learning hours: 26
Unit summary
The purpose of this unit is for learners to demonstrate occupational competency in supporting learners by coaching in the workplace. It covers the skills and competences required to give learners information and guidance on their work role. In particular it covers the provision of job-related coaching.
This unit relates to GoSkills National Occupational Standard Unit 38 –Support Learners by Coaching in the Workplace.
Assessment requirements/evidence requirements
This unit should be assessed predominately in the workplace. Observation, witness testimony and professional discussion are all sources of evidence which can be used.
Simulation is not permitted.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (BACEM 39), which must be adhered to, is detailed in Annexe G.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
32
Lear
ning
out
com
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
D
ate
1
Be
able
to s
upport
le
arner
s by
coac
hin
g in
the
work
pla
ce
1.1
Tak
e act
ion t
o iden
tify
lea
rner
s’ n
eeds
and t
he
reso
urc
es a
nd faci
litie
s re
quired
, in
cludin
g I
T b
ased
re
sourc
es,
to u
nder
take
the
coac
hin
g r
ole
to h
elp
them
mee
t th
ese
nee
ds
1.2
Id
entify
what
sourc
es o
f in
form
atio
n a
nd s
upport
th
ere
are
to h
elp p
erfo
rm t
he
role
of
coach
1.3
Tak
e act
ion t
o a
gre
e how
pro
gre
ss a
nd a
ny
pro
ble
ms
will
be
revi
ewed
during t
he
coach
ing
pro
cess
1.4
W
ithin
lim
its
of
ow
n r
esponsi
bili
ty p
lan a
nd
mai
nta
in t
he
coac
hin
g p
roce
ss
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
33
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Know
how
to s
upport
le
arner
s by
coac
hin
g in
the
work
pla
ce
2.1
D
escr
ibe
the
role
of
a co
ach
2.2
Exp
lain
the
coac
hin
g p
roce
ss,
in p
articu
lar
how
to:
–
Pro
vide
appro
priat
e co
achin
g a
ctiv
itie
s fo
r par
ticu
lar
situ
atio
ns
incl
udin
g I
T b
ased
pro
gra
mm
es
–
Provi
de
opport
unitie
s in
the
work
pla
ce f
or
lear
ner
s to
dev
elop s
kills
and incr
ease
co
nfiden
ce
–
Pla
n a
nd m
onitor
coac
hin
g a
ctiv
ity
–
Support
str
uct
ure
s ava
ilable
to lea
rner
s
2.3
Exp
lain
the
diffe
rent
tech
niq
ues
of co
achin
g,
incl
udin
g h
ow
to:
–
Set
goal
s an
d t
arget
s
–
Anal
yse
task
s
–
Dev
elop a
pla
n
–
Inst
ruct
by
shar
ing k
now
ledge
and s
kills
–
Com
munic
ate
to lea
rner
s in
the
most
eff
ective
w
ay,
for
exam
ple
fac
e-to
-fac
e, s
mal
l gro
ups
–
Obta
in a
nd g
ive
feed
bac
k
–
Anal
yse
lear
ner
s’ s
tren
gth
s an
d w
eakn
esse
s an
d
hel
p t
hem
to c
orr
ect
def
ects
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
34
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2.4
D
escr
ibe
the
per
sonal
att
ribute
s of ef
fect
ive
coac
hes
2.5
Exp
lain
the
ben
efits
that
can
be
gai
ned
fro
m
coac
hin
g
2.6
Exp
lain
the
fact
ors
that
can
inhib
it lea
rnin
g
2.7
D
escr
ibe
the
diffe
rent
pro
ble
ms
that
can
be
exper
ience
d b
y al
l new
entr
ants
2.8
Exp
lain
the
exte
nt
of ow
n r
esponsi
bili
ty a
nd w
ho
pro
ble
ms
that
can
not
be
solv
ed s
hould
be
report
ed
to
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
35
Unit 5: Develop and maintain work skills and knowledge in the passenger transport industry
Unit code: RPTO 9
Unit reference number: K/502/5994
QCF level: 2
Credit value: 2
Guided learning hours: 10
Unit summary
The purpose of this unit is for learners to demonstrate occupational competence in developing and maintaining work skills and knowledge in the passenger transport industry. This unit is particularly suitable for learners who work in the passenger transport industry.
This unit relates to GoSkills National Occupational Standard Unit 9 – Develop and Maintain your Work Skills and Knowledge in Road Passenger Transport Operations from the Road Passenger Transport Operations suite.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, written evidence and professional discussion.
Simulation must not be used to assess this unit.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
36
Lear
ning
out
com
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
D
ate
1
Be
able
to d
evel
op a
nd
mai
nta
in w
ork
ski
lls a
nd
know
ledge
1.1
Car
ry o
ut
activi
ties
to d
evel
op p
erso
nal
ski
lls
1.2
Bal
ance
per
sonal
nee
ds
and t
he
nee
ds
of th
e org
anis
atio
n
1.3
D
iscu
ss a
nd a
gre
e w
ith t
he
appro
priate
per
son in
the
org
anis
atio
n h
ow
per
sonal
dev
elopm
ent
nee
ds
will
be
met
and g
et f
eedbac
k
1.4
Tak
e act
ion if pro
gre
ss is
bel
ow
the
nec
essa
ry
stan
dar
d
2
Know
how
to d
evel
op a
nd
mai
nta
in w
ork
ski
lls a
nd
know
ledge
2.1
Id
entify
and d
escr
ibe
the
stan
dard
s of sk
ills
and
know
ledge
nee
ded
in t
he
role
2.2
D
escr
ibe
how
to m
easu
re c
urr
ent
skill
s an
d iden
tify
ar
eas
nee
din
g d
evel
opm
ent
2.3
D
escr
ibe
pro
cess
within
the
org
anis
atio
n f
or
dis
cuss
ing a
nd a
gre
eing p
erso
nal
dev
elopm
ent
pla
ns
and g
etting fee
dbac
k
2.4
D
escr
ibe
how
to m
onitor
pro
gre
ss a
gai
nst
per
sonal
dev
elopm
ent
pla
ns
2.5
Id
entify
the
mai
n p
rovi
der
s of pas
senger
tra
nsp
ort
re
late
d t
o t
he
role
2.6
D
escr
ibe
the
make
up o
f th
e pass
enger
tra
nsp
ort
in
dust
ry a
t nat
ional and loca
l le
vel
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
37
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
38
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
39
Unit 6: Manage Conflict in the Road Passenger Transport Industry
Unit code: RPTO 10
Unit reference number: M/502/5995
QCF level: 2
Credit value: 1
Guided learning hours: 8
Unit summary
The purpose of this unit is for learners to demonstrate occupational competence in managing conflict. This unit is particularly suitable for learners working in the road passenger transport industries.
This unit relates to GoSkills National Occupational Standard Unit 10 – Manage Conflict in Road Passenger Transport Operations from the Road Passenger Transport Operations suite.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence including, witness testimony, questioning, professional discussion and written evidence.
Realistic workplace simulation may be used to assess areas that cover non-routine situations.
All simulations using specially constructed environments need to be approved by Edexcel prior to use. The setting up or devising of assessment situations do not need to be approved by Edexcel if they take place in the normal workplace environment.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (RPTO 10), which must be adhered to, is detailed in Annexe G.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
40
Lear
ning
out
com
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
D
ate
1
Be
able
to a
sses
s si
tuat
ions
and d
ecid
e on
action n
eeded
1.1
Rec
ognis
e si
tuat
ions
pro
mptly
that
invo
lve
inap
pro
priat
e beh
avio
ur
by
peo
ple
1.2
Ass
ess
the
per
sonal
ris
ks a
nd r
isks
to o
ther
s in
the
situ
atio
n
1.3
Ass
ess
the
seriousn
ess
of
the
situ
atio
n a
nd t
he
beh
avio
ur
of th
e peo
ple
invo
lved
1.4
Pr
ioritise
the
action t
o b
e ta
ken,
in lin
e w
ith
appro
ved o
rgan
isat
ional
guid
elin
es
1.5
M
ake
sure
the
act
ion p
lanned
mee
ts o
rgan
isat
ional
ap
pro
ved g
uid
elin
es o
r pro
cedure
s
1.6
Consi
der
the
nee
ds
of oth
ers
when
dea
ling w
ith t
he
situ
atio
n in lin
e w
ith o
rgan
isat
ional
appro
ved
guid
elin
es o
r pro
cedure
s
1.7
G
et h
elp f
rom
the
appro
priat
e so
urc
es in s
ituat
ions
outs
ide
ow
n p
erso
nal
auth
ori
ty o
r ab
ility
to d
eal
with
1.8
Colle
ct a
nd r
eport
nec
essa
ry info
rmat
ion a
bout
the
peo
ple
invo
lved
and t
he
situ
atio
n
1.9
Ass
ist
oth
er s
taff
as
appro
pri
ate
to d
eal w
ith
conflic
t si
tuat
ions
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
41
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Know
how
to a
sses
s si
tuat
ions
and d
ecid
e on
action n
eeded
2.1
D
escr
ibe
the
types
of co
nflic
t si
tuat
ions
that
are
lik
ely
to a
rise
when
work
ing in t
he
road
pas
senger
tr
ansp
ort
indust
ries
2.2
D
escr
ibe
how
to c
arr
y out
risk
ass
essm
ents
in
conflic
t si
tuat
ions
and t
he
fact
ors
that
should
be
kept
in m
ind
2.3
D
escr
ibe
the
actions
that
can
be
take
n a
nd a
re
within
ow
n p
erso
nal
auth
ori
sation
2.4
D
escr
ibe
when
and h
ow
to g
et h
elp w
hen
situat
ions
are
outs
ide
ow
n p
erso
nal
auth
ority
or
abili
ty t
o d
eal
with
2.5
Exp
lain
why
info
rmat
ion a
bout
the
peo
ple
invo
lved
an
d t
he
situ
atio
n s
hould
be
colle
cted
and r
eport
ed
and t
he
org
anis
atio
nal
pro
cedure
s re
gar
din
g t
his
2.6
D
escr
ibe
how
to m
ainta
in g
oodw
ill in c
onflic
t si
tuat
ions
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
42
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Be
able
to t
ake
action t
o
dea
l w
ith c
onflic
t 3.1
Tak
e act
ion t
o d
eal w
ith c
onflic
t si
tuations
in lin
e w
ith o
rgan
isat
ional
pro
cedure
s and g
uid
elin
es
3.2
Tak
e co
ntr
ol of th
e si
tuat
ion in a
way
that
red
uce
s an
y pote
ntial
conflic
t
3.3
G
et h
elp f
rom
the
appro
priat
e so
urc
es in s
ituat
ions
that
are
outs
ide
ow
n p
erso
nal
auth
ority
or
abili
ty
3.4
Consi
der
the
nee
ds
of oth
ers
when
taki
ng a
ctio
n
3.5
M
ainta
in p
erso
nal sa
fety
and s
ecurity
, an
d t
hat
of
oth
ers
in t
he
work
pla
ce,
while
tak
ing a
ctio
n
3.6
Rep
ort
the
det
ails
of
any
conflic
t si
tuat
ion in lin
e w
ith o
rgan
isat
ional
pro
cedure
s
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
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
D
ate
4
Know
how
to t
ake
action
to d
eal w
ith c
onflic
t 4.1
D
escr
ibe
the
action t
hat
can
be
take
n -
and w
hic
h is
within
per
sonal
auth
orisa
tion t
o t
ake
- w
ith r
egar
d
to r
esolv
ing c
onflic
t bet
wee
n p
eople
4.2
D
escr
ibe
the
org
anis
atio
nal
and r
elev
ant
legal
re
sponsi
bili
ties
when
sort
ing o
ut
conflic
t si
tuat
ions
4.3
D
escr
ibe
how
to c
arr
y out
posi
tive
res
ponsi
ve
action t
o d
eal w
ith c
onflic
t si
tuations
4.4
D
escr
ibe
how
and a
t w
hat
poin
t hel
p s
hould
be
sought
4.5
D
escr
ibe
how
to m
ainta
in o
wn p
erso
nal
saf
ety
and
secu
rity
, and t
hat
of
oth
ers
and o
rgan
isat
ional
pro
per
ty
4.6
D
escr
ibe
org
anis
ational
pro
cedure
s an
d g
uid
elin
es
for
dea
ling w
ith a
nd r
eport
ing c
onflic
t si
tuat
ions
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
44
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
45
Unit 7: Resolve customer service problems
Unit reference number: M/601/1511
QCF level: 2
Credit value: 6
Guided learning hours: 40
Unit summary
This unit is about what to do when it is difficult to meet customer expectations. Even if the service the learner gives is excellent, some customers experience problems. Part of the learner’s job is to help to resolve those problems. There is likely to be a problem if customer expectations are not met. This may be because the customer’s expectations involve more than the learner can offer or because service procedures have not been followed. Some problems are reported by customers and sometimes the learner will spot the problem first and resolve it before their customer has even noticed. As soon as the learner is aware of a problem, they need to consider the options and then choose a way to put it right.
This unit is particularly important in customer service because many customers judge how good the customer service of the organisation is by the way problems are handled.
Assessment requirements/evidence requirements
The assessment and quality assurance requirement for this unit provides evidence towards A and V units.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see 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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
46
Lear
ning
out
com
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
D
ate
1
Spot
cust
om
er s
ervi
ce
pro
ble
ms
1.1
Li
sten
care
fully
to c
ust
om
ers
about
any
pro
ble
m
they
hav
e ra
ised
1.2
Ask
cust
om
ers
about
the
pro
ble
m t
o c
hec
k th
eir
under
stan
din
g
1.3
Rec
ognis
e re
pea
ted p
roble
ms
and a
lert
the
appro
priat
e au
thority
1.4
Shar
e cu
stom
er f
eedbac
k w
ith o
ther
s to
iden
tify
pote
ntial
pro
ble
ms
bef
ore
they
hap
pen
1.5
Id
entify
pro
ble
ms
with s
yste
ms
and p
roce
dure
s bef
ore
they
beg
in t
o a
ffec
t cu
stom
ers
2
Pick
the
bes
t so
lution t
o
reso
lve
cust
om
er s
ervi
ce
pro
ble
ms
2.1
Id
entify
the
options
for
reso
lvin
g a
cust
om
er
serv
ice
pro
ble
m
2.2
W
ork
with o
ther
s to
iden
tify
and c
onfirm
the
options
to r
esolv
e a
cust
om
er s
ervi
ce p
roble
m
2.3
W
ork
out
the
adva
nta
ges
and d
isad
vanta
ges
of
each
option for
thei
r cu
stom
er a
nd t
he
org
anis
atio
n
2.4
Pi
ck t
he
bes
t option for
thei
r cu
stom
er a
nd t
he
org
anis
atio
n
2.5
Id
entify
for
thei
r cu
stom
er o
ther
way
s th
at
pro
ble
ms
may
be
reso
lved
if th
ey a
re u
nable
to
hel
p
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
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
D
ate
3
Tak
e ac
tion t
o r
esolv
e cu
stom
er s
ervi
ce
pro
ble
ms
3.1
D
iscu
ss a
nd a
gre
e th
e options
for
solv
ing t
he
pro
ble
m w
ith t
hei
r cu
stom
er
3.2
Tak
e act
ion t
o im
ple
men
t th
e option a
gre
ed w
ith
thei
r cu
stom
er
3.3
W
ork
with o
ther
s an
d t
hei
r cu
stom
er t
o m
ake
sure
th
at a
ny
pro
mis
es r
elat
ed t
o s
olv
ing t
he
pro
ble
m
are
kept
3.4
Kee
p t
hei
r cu
stom
er fully
info
rmed
about
what
is
hap
pen
ing t
o r
esolv
e th
e pro
ble
m
3.5
Chec
k w
ith t
hei
r cu
stom
er t
o m
ake
sure
the
pro
ble
m h
as b
een r
esolv
ed t
o t
he
cust
om
er’s
sa
tisf
act
ion
3.6
G
ive
clea
r re
asons
to t
hei
r cu
stom
er w
hen
the
pro
ble
m h
as n
ot
bee
n r
esolv
ed t
o t
he
cust
om
er’s
sa
tisf
act
ion
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
48
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4
Know
how
to r
esolv
e cu
stom
er s
ervi
ce
pro
ble
ms
4.1
D
escr
ibe
org
anis
ational
pro
cedure
s an
d s
yste
ms
for
dea
ling w
ith c
ust
om
er s
ervi
ce p
roble
ms
4.2
Exp
lain
how
to d
efuse
pote
ntially
str
essf
ul
situ
atio
ns
4.3
D
escr
ibe
how
to n
egotiat
e
4.4
Id
entify
the
limitat
ions
of w
hat
they
can
off
er t
hei
r cu
stom
er
4.5
D
escr
ibe
types
of act
ion t
hat
may
make
a c
ust
om
er
pro
ble
m w
ors
e an
d s
hould
be
avo
ided
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
49
Unit 8: Deal with customers in writing or using ICT
Unit reference number: Y/500/8916
QCF level: 3
Credit value: 7
Guided learning hours: 55
Unit summary
Some customer service delivery involves communicating with the customer in a way that creates a permanent record, either in writing or by using ICT. This form of communication carries risks and implications that are less likely to apply to a conversation held with a customer face to face or on the telephone.
This unit is about how written or ICT communication can be made effective and can contribute to excellent customer service.
Assessment requirements/evidence requirements
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see 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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
50
Lear
ning
out
com
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
D
ate
1
Use
writt
en o
r IC
T
com
munic
atio
n e
ffec
tive
ly
1.1
O
per
ate
equip
men
t to
com
munic
ate
in w
riting o
r usi
ng I
CT e
ffic
iently
and e
ffec
tive
ly
1.2
Ensu
re t
hat
the
per
iod o
f tim
e bet
wee
n e
xchan
ges
in
writing o
r usi
ng I
CT r
epre
sents
exc
elle
nt
cust
om
er s
ervi
ce
1.3
U
se lan
guage
that
is
clea
r an
d c
onci
se
1.4
Adap
t th
eir
use
of la
nguag
e to
mee
t th
e in
div
idual
nee
ds
of th
e cu
stom
er
1.5
Ensu
re t
hat
the
styl
e an
d t
one
of th
e w
ritt
en o
r IC
T
com
munic
ation f
ollo
ws
the
org
anis
atio
n’s
guid
elin
es
and m
atch
es t
he
serv
ice
off
er
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
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
D
ate
2
Plan
and s
end a
n e
ffec
tive
w
ritt
en o
r IC
T
com
munic
atio
n
2.1
Antici
pat
e th
e cu
stom
er’s
exp
ecta
tions
taki
ng
acco
unt
of
any
pre
vious
exch
anges
they
may
have
had
2.2
Ass
emble
all
the
info
rmat
ion t
hey
nee
d t
o c
onst
ruct
th
e co
mm
unic
atio
n
2.3
Pl
an t
he
obje
ctiv
e of
the
com
munic
atio
n
2.4
Fo
rmat
the
com
munic
atio
n f
ollo
win
g t
he
org
anis
atio
n’s
guid
elin
es
2.5
O
pen
the
com
munic
ation p
osi
tive
ly t
o e
stablis
h a
ra
pport
with t
he
cust
om
er
2.6
Ensu
re t
hat
the
cust
om
er is
aware
of th
e purp
ose
of th
e co
mm
unic
atio
n a
s ea
rly
as
poss
ible
2.7
Sum
mar
ise
the
key
poin
t of th
e co
mm
unic
atio
n a
nd
any
act
ions
that
they
or
thei
r cu
stom
er w
ill t
ake
as
a re
sult
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
52
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Han
dle
inco
min
g w
ritt
en
or
ICT c
om
munic
atio
ns
effe
ctiv
ely
3.1
Rea
d t
he
cust
om
er’s
com
munic
atio
n e
ffec
tive
ly t
o
iden
tify
the
pre
cise
rea
son t
hat
the
cust
om
er h
as
conta
ct t
hem
3.2
Id
entify
what
the
cust
om
er is
seek
ing a
s th
e outc
om
e of th
e co
nta
ct
3.3
Id
entify
all
the
options
they
have
for
resp
ondin
g t
o
the
cust
om
er a
nd w
eigh u
p t
he
ben
efits
and
dra
wbac
ks o
f ea
ch
3.4
Choose
the
option t
hat
is
most
lik
ely
to lea
d t
o
cust
om
er s
atis
fact
ion w
ithin
the
serv
ice
offer
3.5
Sum
mar
ise
the
outc
om
e of
the
com
munic
atio
n a
nd
any
act
ions
that
they
or
the
cust
om
er w
ill t
ake
as a
re
sult
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
53
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4
Know
and
under
stan
d h
ow
to
dea
l w
ith c
ust
om
ers
effe
ctiv
ely
in w
riting
or
usi
ng I
CT
4.1
The
lear
ner
will
know
and u
nder
stan
d t
he
import
ance
of
usi
ng c
lear
and c
onci
se lan
guag
e
4.2
The
lear
ner
will
know
and u
nder
stan
d t
he
additio
nal
si
gnific
ance
and p
ote
ntial
ris
ks invo
lved
in c
om
mitting a
co
mm
unic
atio
n t
o a
per
man
ent
reco
rd form
at
4.3
The
lear
ner
will
know
and u
nder
stan
d t
he
effe
cts
of
styl
e an
d t
one
on t
he
read
er o
f a w
ritt
en o
r IC
T
com
munic
atio
n
4.4
The
lear
ner
will
know
and u
nder
stan
d t
he
import
ance
of
adap
ting t
hei
r la
nguag
e to
mee
t th
e nee
ds
of
cust
om
ers
who m
ay f
ind t
he
com
munic
atio
n h
ard t
o u
nder
stan
d
4.5
The
lear
ner
will
know
and u
nder
stan
d t
he
org
anis
atio
n’s
guid
elin
es a
nd p
roce
dure
s re
lating t
o w
ritt
en
com
munic
atio
n a
nd t
he
use
of IC
T t
o c
om
munic
ate
4.6
The
lear
ner
will
know
and u
nder
stan
d h
ow
to o
per
ate
equip
men
t use
d for
pro
duci
ng a
nd s
endin
g w
ritt
en o
r IC
T c
om
munic
atio
ns
4.7
The
lear
ner
will
know
and u
nder
stan
d t
he
import
ance
of
keep
ing t
hei
r cu
stom
er info
rmed
if th
ere
is lik
ely
to b
e an
y del
ay in r
espondin
g t
o a
com
munic
atio
n
4.8
The
lear
ner
will
know
and u
nder
stan
d t
he
risk
s as
soci
ate
d w
ith t
he
confiden
tial
ity
of w
ritt
en o
r IC
T
com
munic
atio
ns
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
54
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
55
Unit 9: Deal with customers by telephone
Unit reference number: Y/600/0583
QCF level: 2
Credit value: 7
Guided learning hours: 70
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.
While 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 while on the telephone to the customer.
Assessment requirements/evidence requirements
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see 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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
56
Lear
ning
out
com
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
D
ate
1
Use
the
tele
phone
syst
em
effe
ctiv
ely
1.1
O
per
ate
the
tele
phone
equip
men
t ef
fici
ently
and
effe
ctiv
ely
1.2
Kee
p 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
Spea
k cl
early
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
Adap
t th
eir
spee
ch t
o m
eet
the
indiv
idual nee
ds
of
thei
r cu
stom
er
1.5
Contr
ol th
e le
ngth
of
the
conve
rsat
ion if
the
call
is
cost
ing t
hei
r cu
stom
er m
oney
1.6
Ensu
re t
hat
pro
mis
es t
o c
all back
are
kep
t
N025394 –
Spec
ific
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vel 2 N
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Cer
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atio
nal
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he
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ndust
ry (
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ssue
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Mar
ch 2
011 ©
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mited
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57
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Plan
and m
ake
focu
ssed
te
lephone
calls
to t
hei
r cu
stom
er
2.1
Antici
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
Pl
an t
he
obje
ctiv
e of
thei
r ca
ll an
d t
he
way
in w
hic
h
they
exp
ect
the
call
to e
nd
2.4
O
pen
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
Ensu
re t
hat
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
Res
pond p
osi
tive
ly t
o q
uer
ies
and o
bje
ctio
ns
from
th
eir
cust
om
er
2.7
Sum
mar
ise
the
outc
om
e of
the
call
and a
ny
act
ions
that
they
or
thei
r cu
stom
er w
ill t
ake
as
a r
esult
2.8
Li
sten
care
fully
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
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
58
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Han
dle
inco
min
g c
alls
ef
fect
ivel
y 3.1
G
reet
thei
r cu
stom
er f
ollo
win
g t
hei
r org
anis
atio
n’s
guid
elin
es
3.2
Li
sten
clo
sely
to 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
Choose
the
option t
hat
is
most
lik
ely
to lea
d t
o
cust
om
er s
atis
fact
ion w
ithin
the
serv
ice
offer
3.5
Sum
mar
ise
the
outc
om
e of
the
call
and a
ny
act
ions
that
they
or
thei
r cu
stom
er w
ill t
ake
as
a r
esult
3.6
Sel
ect
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
Tak
e a c
lear
mes
sage
for
a c
olle
ague
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
Pu
t th
eir
cust
om
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
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
59
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
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
Show
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
Show
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
Show
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
Show
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
Show
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
Show
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
Show
that
they
know
and u
nder
stan
d h
ow
to
oper
ate
the
org
anis
ation’s
tel
ephone
equip
men
t
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
60
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4.8
Show
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
4.9
Show
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
61
Unit 10: Deal with customers face to face Unit reference number: T/601/1221
QCF level: 2
Credit value: 5
Guided learning hours: 33
Unit summary
This unit is about the skills the learner needs to deal with their customer in person and face to face. When they are working with a customer in this way, good feelings about the way the learner looks and behaves can improve how their customer feels about the transaction and give them greater satisfaction. While verbal communication is important, the learnerfocus on their customer and the relationship that is formed also depends on the non-verbal communication that takes place between them. The learner will have many opportunities to impress their customer and their behaviour in this situation can make all the difference to customer behaviour and the satisfaction that they feel.
Assessment requirements/evidence requirements
The assessment and quality assurance requirement for this unit provides evidence towards A and V units.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D.
1 Wherever possible the learner’s evidence should be based on a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. However, for this unit, evidence based on a realistic working environment or a work placement is permissible. Simulation is not allowed for any performance evidence within this unit.
2 The learner may collect the evidence for the unit through work in a private sector organisation, a not-for-profit organisation or a public services organisation.
3 The learner must provide evidence that shows they have done this over a sufficient period of time with different customers on different occasions for their assessor to be confident that they are competent.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
62
4 The learner’s evidence must include examples of dealing with customers who: a have standard expectations of the learner’s organisation’s customer
service b have experienced difficulties when dealing with the learner’s
organisation c have made a specific request for information d need to be informed of circumstances of which they are unaware.
5 The learner’s evidence must include examples of dealings with customers that are: a planned b unplanned.
6 The learner must provide evidence of dealing with customers face to face: a during routine delivery of customer service b during a busy time in their job c during a quiet time in their job d when people, systems or resources have let them down.
7 The learner must include examples of how they have made use of: a verbal communication skills b non-verbal communication skills.
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
63
Lear
ning
out
com
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
D
ate
1
Com
munic
ate
effe
ctiv
ely
with t
hei
r cu
stom
er
1.1
Pl
an a
conve
rsat
ion w
ith t
hei
r cu
stom
er t
hat
has
st
ruct
ure
and c
lear
direc
tion
1.2
H
old
a c
onve
rsat
ion w
ith t
hei
r cu
stom
er t
hat
es
tablis
hes
rap
port
1.3
Fo
cus
on t
hei
r cu
stom
er a
nd lis
ten c
aref
ully
to
ensu
re t
hat
they
colle
ct a
ll poss
ible
info
rmat
ion
they
nee
d f
rom
the
conve
rsat
ion
1.4
Exp
lain
thei
r se
rvic
es o
r pro
duct
s an
d t
hei
r org
anis
atio
n’s
ser
vice
off
er t
o t
hei
r cu
stom
er c
lear
ly
and c
onci
sely
1.5
Adap
t th
eir
com
munic
atio
n t
o m
eet
the
indiv
idual
nee
ds
of th
eir
cust
om
er
1.6
Antici
pat
e th
eir
cust
om
er’s
req
ues
ts a
nd n
eeds
for
info
rmat
ion
1.7
Bal
ance
conflic
ting d
eman
ds
for
thei
r at
tention
whils
t m
ain
tain
ing r
apport
with t
hei
r cu
rren
t cu
stom
er
1.8
Cal
m d
ow
n s
ituat
ions
when
one
cust
om
er is
adve
rsel
y af
fect
ing t
he
cust
om
er s
ervi
ce e
njo
yed b
y oth
er c
ust
om
ers
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
64
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Impro
ve t
he
rapport
with
thei
r cu
stom
er t
hro
ugh
body
languag
e
2.1
Pr
esen
t a
pro
fess
ional
and r
espec
tful im
age
when
dea
ling w
ith t
hei
r cu
stom
er
2.2
Show
an a
war
enes
s of th
eir
cust
om
er’s
nee
ds
for
per
sonal
spac
e
2.3
Fo
cus
thei
r at
tention o
n t
hei
r cu
stom
er s
o t
hat
non-
verb
al si
gns
do n
ot
bet
ray
dis
inte
rest
, bore
dom
or
irrita
tion
2.4
Ensu
re t
hat
thei
r cu
stom
er f
ocu
s is
not
dis
rupte
d b
y co
lleag
ues
2.5
O
bse
rve
all cu
stom
ers
and t
he
tota
l cu
stom
er
serv
ice
situ
atio
n w
hils
t m
ainta
inin
g r
apport
with
thei
r cu
rren
t cu
stom
er
2.6
O
bse
rve
thei
r cu
stom
er t
o r
ead n
on-v
erbal
clu
es
about
the
cust
om
er’s
wis
hes
and e
xpec
tations
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
65
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Under
stan
d h
ow
to d
eal
with c
ust
om
ers
face
to
face
3.1
Exp
lain
the
import
ance
of
spea
king c
lear
ly a
nd
slow
ly w
hen
dea
ling w
ith a
cust
om
er f
ace
to f
ace
3.2
Sta
te t
he
import
ance
of ta
king t
he
tim
e to
lis
ten
care
fully
to w
hat
the
cust
om
er is
sayi
ng
3.3
Id
entify
the
org
anis
ation’s
pro
cedure
s th
at
impac
t on
the
way
they
are
able
to d
eal w
ith t
hei
r cu
stom
ers
face
to face
3.4
D
escr
ibe
the
featu
res
and b
enef
its
of th
e org
anis
atio
n’s
ser
vice
s or
pro
duct
s
3.5
Exp
lain
the
org
anis
ation’s
ser
vice
offer
and h
ow
it
affe
cts
the
way
they
dea
l w
ith c
ust
om
ers
face
to f
ace
3.6
Exp
lain
the
princi
ple
s of body
languag
e th
at e
nab
les
them
to inte
rpre
t cu
stom
er fee
lings
without
verb
al
com
munic
atio
n
3.7
Exp
lain
the
diffe
rence
bet
wee
n b
ehav
ing a
sser
tive
ly,
aggre
ssiv
ely
and p
ass
ivel
y
3.8
Exp
lain
why
the
expec
tations
and b
ehavi
our
of
indiv
idual
cust
om
ers
will
dem
and d
iffe
rent
resp
onse
s to
cre
ate
rapport
and a
chie
ve c
ust
om
er s
atis
fact
ion
3.9
D
escr
ibe
the
agre
ed a
nd r
ecognis
ed s
igns
in
cust
om
er b
ehav
iour
in t
hei
r org
anis
atio
n t
hat
in
dic
ate
s th
at t
hei
r cu
stom
er e
xpec
ts a
par
ticu
lar
action b
y th
em
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
66
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:_______________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
67
Unit 11: Support customer service improvements
Unit reference number: A/601/1530
QCF level: 2
Credit value: 5
Guided learning hours: 33
Unit summary
Organisations change the way they deliver service to their customers because customer expectations rise and because other organisations improve the services they offer. Often the most important ideas about how to improve customer service come from people dealing directly with customers. The learner’s job involves delivering customer service. If the organisation has decided to make changes, it is the learner’s job to support them and to present them positively to customers. Also, by listening to customer comments the learner may have their own ideas about how the service they deliver could be improved. This unit is about how the learner provides support for changes that their organisation has introduced. In addition, it covers how the learner presents their own ideas for improvements to someone in their organisation who can authorise trying out the change.
Assessment requirements/evidence requirements
The assessment and quality assurance requirement for this unit provides evidence towards A and V units.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D.
1 The learner’s evidence should be collected when carrying out a real job, whether paid or voluntary, and when dealing with real customers, whether internal or external to the organisation. However, for this unit, evidence based on a realistic working environment or a work placement is permissible. Simulation is not allowed for any performance evidence within this unit.
2 The learner may collect the evidence for the unit through work in a private sector organisation, a not-for-profit organisation or a public services organisation.
3 The learner must provide evidence that shows they have done this over a sufficient period of time with different customers on different occasions for their assessor to be confident that they are competent.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
68
4 The learner must provide evidence that they have: a contributed to improving customer service through their own efforts b contributed to improving customer service by working with others.
5 The learner’s evidence must cover two changes with which they have been actively involved. In each case they must be able to identify the part they played in: a linking customer feedback with the reasons for the change b implementing the change c gathering customer reactions to the change.
6 The learner’s evidence for each change must show how: a the change has improved customer service b their customers have reacted to the change.
7 Each change that is part of the learner’s evidence must be significant enough for a regular customer to notice that the services or products they are delivering are different or that the way they and their colleagues deliver the services or products is different.
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
69
Lear
ning
out
com
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
D
ate
1
Use
fee
dbac
k to
iden
tify
pote
ntial
cust
om
er s
ervi
ce
impro
vem
ents
1.1
G
ather
info
rmal
fee
dbac
k fr
om
thei
r cu
stom
ers
1.2
U
se t
hei
r org
anis
ation’s
pro
cedure
s to
colle
ct
feed
back
fro
m t
hei
r cu
stom
ers
1.3
U
se t
he
info
rmat
ion
from
thei
r cu
stom
ers
to
dev
elop a
bet
ter
under
stan
din
g o
f th
eir
cust
om
er
serv
ice
exper
ience
1.4
Id
entify
way
s th
e se
rvic
e th
ey g
ive
could
be
impro
ved b
ased
on info
rmation t
hey
hav
e gat
her
ed
1.5
Shar
e th
eir
idea
s fo
r im
pro
ving c
ust
om
er s
ervi
ce
with c
olle
agues
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
70
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Imple
men
t ch
anges
in
cust
om
er s
ervi
ce
2.1
Id
entify
a p
oss
ible
chan
ge
that
could
be
mad
e to
im
pro
ve c
ust
om
er s
ervi
ce
2.2
Pr
esen
t th
eir
idea
for
impro
ving c
ust
om
er s
ervi
ce t
o
a co
lleag
ue
with t
he
appro
priat
e au
thority
to
appro
ve t
he
chan
ge
2.3
Car
ry o
ut
chan
ges
to c
ust
om
er s
ervi
ce p
roce
dure
s bas
ed o
n t
hei
r ow
n idea
or
pro
pose
d b
y th
eir
org
anis
atio
n
2.4
Kee
p t
hei
r cu
stom
ers
info
rmed
of ch
anges
to
cust
om
er s
ervi
ce
2.5
G
ive
cust
om
ers
a posi
tive
im
pre
ssio
n o
f ch
anges
th
at h
ave
bee
n m
ade
2.6
W
ork
posi
tive
ly w
ith o
ther
s to
support
cust
om
er
serv
ice
chan
ges
3
Ass
ist
with t
he
eval
uat
ion
of
chan
ges
in c
ust
om
er
serv
ice
3.1
D
iscu
ss w
ith o
ther
s how
chan
ges
to c
ust
om
er
serv
ice
are
work
ing
3.2
W
ork
with o
ther
s to
iden
tify
any
neg
ative
effec
ts o
f ch
anges
and h
ow
thes
e ca
n b
e av
oid
ed
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
71
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4
Know
how
to s
upport
cu
stom
er s
ervi
ce
impro
vem
ents
4.1
Exp
lain
how
cust
om
er e
xper
ience
is
influen
ced b
y th
e w
ay
serv
ice
is d
eliv
ered
4.2
Id
entify
how
cust
om
er fee
dback
is
obta
ined
4.3
Exp
lain
how
to w
ork
with o
ther
s to
iden
tify
and
support
chan
ge
in t
he
way
ser
vice
is
del
iver
ed
4.4
D
escr
ibe
why
it is
import
ant
to g
ive
a posi
tive
im
pre
ssio
n t
o t
hei
r cu
stom
er a
bout
the
chan
ges
m
ade
by
the
org
anis
atio
n e
ven if th
e le
arner
dis
agre
es w
ith t
hem
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
72
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
73
Unit 12: Prepare vehicle and driver rotas for road passenger transport timetabled operations
Unit code: RPTO 19
Unit reference number: K/602/6198
QCF level: 3
Credit value: 10
Guided learning hours: 29
Unit summary
This unit is for those demonstrating occupational competence in compiling and adjusting rotas for vehicles and drivers for timetabled passenger transport services. This unit is particularly suitable for learners working in roles with responsibility for making sure that workable and cost effective vehicle and driver rotas for timetabled passenger services are accessible and maintained.
This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 19 – Prepare vehicle and Driver rotas for Road Passenger Transport timetabled operations.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, professional discussion, written and product evidence.
Realistic workplace simulation may be used to assess areas that cover non-routine situations.
All simulations using specially constructed environments need to be approved by Edexcel prior to use. The setting up or devising of assessment situations do not need to be approved by Edexcel if they take place in the normal workplace environment.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (RPTO 19), which must be adhered to, is detailed in Annexe G.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
74
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
75
Lear
ning
out
com
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
D
ate
1
Be
able
to p
repar
e a
vehic
le r
ota
1.1
D
emonst
rate
under
stan
din
g o
f th
e im
plic
atio
ns
of a
pas
senger
ser
vice
tim
etab
le o
n v
ehic
le r
ota
s
1.2
Ensu
re r
ule
s fo
r ve
hic
le r
ota
s are
cle
ar a
nd a
gre
ed
within
the
org
anis
atio
n
1.3
O
bta
in info
rmat
ion o
n v
ehic
le a
vaila
bili
ty d
uring t
he
per
iod c
ove
red b
y th
e ve
hic
le r
ota
1.4
Id
entify
inte
rnal
and e
xter
nal fa
ctors
that
could
im
pac
t on t
he
vehic
le r
ota
1.5
Pr
epare
the
initia
l ve
hic
le r
ota
1.6
Am
end t
he
rota
to m
eet
daily
tim
etab
le c
han
ges
1.7
Rev
iew
the
vehic
le d
uty
agai
nst
the
pea
k ve
hic
le
requirem
ent
to im
pro
ve u
tilis
atio
n
1.8
Fi
nal
ise
a ve
hic
le r
ota
to m
eet
legal
and
org
anis
atio
nal
req
uirem
ents
1.9
Com
munic
ate
the
rota
to a
ll re
leva
nt
per
sonnel
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
76
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Know
how
to p
repar
e a
vehic
le r
ota
2.1
D
escr
ibe
the
rule
s and r
egula
tions
the
org
anis
atio
n
must
follo
w r
egar
din
g v
ehic
le u
tilis
atio
n
2.2
D
escr
ibe
how
to d
eter
min
e ve
hic
le a
vaila
bili
ty t
o
mee
t th
e tim
etab
le
2.3
D
escr
ibe
the
impac
t on v
ehic
le o
per
atio
ns
of th
e geo
gra
phic
al a
rea
cove
red b
y th
e tim
etab
le
2.4
Exp
lain
how
to p
repare
veh
icle
rota
s to
ach
ieve
m
axim
um
veh
icle
utilis
atio
n w
ithout
det
rim
ent
to
the
tim
etable
2.5
Exp
lain
how
to u
se I
T p
acka
ges
use
d b
y th
e org
anis
atio
n o
n v
ehic
le r
ota
s
2.6
Exp
lain
how
to w
ork
with o
ther
s to
ach
ieve
the
vehic
le r
ota
2.7
Exp
lain
the
conse
quen
ces
to t
he
vehic
le r
ota
of
chan
ges
to t
he
dai
ly t
imet
able
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
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
D
ate
3
Be
able
to p
repar
e a
Drive
rs r
ota
3.1
D
evel
op d
rive
r ro
tas
to e
nsu
re v
ehic
les
are
fully
cr
ewed
3.2
Ensu
re d
rive
r ro
tas
com
ply
with leg
isla
tion o
n
drive
rs h
ours
and w
ith o
rgan
isat
ional
, national
and
loca
l ag
reem
ents
3.3
O
bta
in a
ll in
form
ation o
n d
rive
r av
aila
bili
ty d
uring
the
per
iod c
ove
red b
y th
e drive
r ro
ta
3.4
Rev
iew
daily
work
load for
indiv
idual
drive
rs for
effici
ency
and c
ost
eff
ective
nes
s in
acc
ord
ing t
o
org
anis
atio
nal
pra
ctic
e
3.5
Agre
e th
e drive
r ro
tas
with t
he
appro
priat
e off
icia
ls
and o
per
atin
g s
taff
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
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
D
ate
4
Know
how
to p
repar
e a
Drive
rs r
ota
4.1
D
escr
ibe
the
stat
uto
ry r
equirem
ents
and
org
anis
atio
nal
agre
emen
ts r
elat
ing t
o d
rive
rs’ hours
4.2
Exp
lain
how
to e
stablis
h d
rive
r av
aila
bili
ty t
o
imple
men
t th
e tim
etable
during t
he
per
iod c
ove
red
by
the
drive
r ro
ta
4.3
D
escr
ibe
the
cost
s ass
oci
ated
with d
rive
r utilis
atio
n
4.4
Exp
lain
route
info
rmat
ion a
s it a
ffec
ts d
rive
r ro
tas
4.5
Exp
lain
how
to p
repare
drive
r ro
tas
to m
axi
mis
e co
st e
ffic
iency
within
the
fram
ework
of
the
tim
etable
and o
rgan
isat
ional
pra
ctic
e
4.6
Exp
lain
how
to n
egotiat
e im
ple
men
tation o
f drive
r ro
tas
with n
om
inat
ed o
ffic
ials
and o
per
atin
g s
taff
5
Be
able
to m
onitor
vehic
le
and D
rive
r ro
tas
5.1
M
onitor
the
curr
ent
vehic
le a
nd d
rive
r ro
tas
5.2
Ass
ist
colle
agues
in im
ple
men
ting t
he
rota
s
5.3
Id
entify
pro
ble
ms
with t
he
rota
s an
d m
ake
appro
priat
e ad
just
men
ts
5.4
Id
entify
additio
nal re
sourc
es o
r ch
anges
req
uired
fo
r th
e del
iver
y of th
e ve
hic
le a
nd d
rive
r ro
tas
5.5
In
volv
e all
appro
priat
e st
aff in
any
chan
ges
to r
ota
s
5.6
Com
ply
with o
rganis
ational and leg
al re
quirem
ents
fo
r re
port
s on m
onitoring a
ctiv
ity
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
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
D
ate
6
Know
how
to m
onitor
vehic
le a
nd D
rive
r ro
tas
6.1
Exp
lain
how
to m
onitor
rota
s ef
fect
ivel
y
6.2
D
escr
ibe
the
support
and a
ssis
tance
req
uired
by
colle
agues
to im
ple
men
t ro
tas
6.3
Exp
lain
how
to r
esolv
e pro
ble
ms
effe
ctiv
ely
and
effici
ently
6.4
Exp
lain
how
to a
sses
s th
e re
sourc
e nee
ds
to
support
any
chan
ges
to r
ota
s
6.5
D
escr
ibe
the
requirem
ents
for
adeq
uat
e drive
r an
d
vehic
le r
ecord
s to
mee
t le
gal
and o
rganis
ational
nee
ds
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
80
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
81
Unit 13: Implement schedules for road passenger transport operations
Unit reference number: J/602/6208
QCF level: 2
Credit value: 3
Guided learning hours: 15
Unit summary
This unit is designed for dispatchers and schedulers working in taxi, private hire or community transport operations demonstrating occupational competence in implementing vehicle and driver schedules.
This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 29 – Implement schedules in Road Passenger Transport Operations.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, professional discussion, written and product evidence.
Realistic workplace simulation may be used to assess areas that cover non-routine situations.
All simulations using specially constructed environments need to be approved by Edexcel prior to use. The setting up or devising of assessment situations do not need to be approved by Edexcel if they take place in the normal workplace environment.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (RPTO 20), which must be adhered to, is detailed in Annexe G.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
82
Lear
ning
out
com
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
D
ate
1
Be
able
to im
ple
men
t th
e sc
hed
ulin
g o
f ro
ad
pas
senger
tra
nsp
ort
1.1
Im
ple
men
t an
d m
onitor
vehic
le a
nd d
rive
r sc
hed
ule
s to
mee
t cu
stom
er r
equirem
ents
1.2
Pr
ovi
de
support
to c
olle
agues
invo
lved
in
imple
men
ting s
ched
ule
s
1.3
U
se a
nd m
onitor
oper
atio
nal
contr
ol sy
stem
s to
del
iver
the
vehic
le a
nd d
rive
r sc
hed
ule
s
1.4
Id
entify
and o
bta
in a
dditio
nal
res
ourc
es t
o d
eliv
er
vehic
le a
nd d
rive
r sc
hed
ule
s
1.5
Id
entify
veh
icle
typ
e an
d a
ppro
priat
e drive
r sk
ills
to
mee
t pas
senger
s w
ith im
paired
mobili
ty
1.6
In
volv
e re
leva
nt
colle
agues
in t
he
effe
ctiv
e del
iver
y of
vehic
le a
nd d
rive
r sc
hed
ule
s
1.7
Id
entify
pro
ble
ms
and m
ake
appro
priat
e ad
just
men
ts
1.8
D
eal w
ith o
per
atio
nal em
ergen
cies
and iss
ues
in
line
with o
rgan
isational
pro
cedure
s
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
83
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Know
how
to im
ple
men
t th
e sc
hed
ulin
g o
f ro
ad
pas
senger
tra
nsp
ort
2.1
D
escr
ibe
how
to e
ffec
tive
ly im
ple
men
t an
d m
onitor
vehic
le a
nd d
rive
r sc
hed
ulin
g
2.2
D
escr
ibe
the
support
req
uired
for
those
im
ple
men
ting t
he
sched
ule
s
2.3
Exp
lain
how
to u
se o
per
atio
nal
contr
ol sy
stem
s to
del
iver
veh
icle
and d
rive
r sc
hed
ule
s
2.4
Exp
lain
when
to u
se p
asse
nger
shar
ing,
its
applic
atio
n a
nd im
ple
men
tation
2.5
D
escr
ibe
how
to a
sses
s an
d o
bta
in t
he
reso
urc
es
nee
ded
to d
eliv
er t
he
vehic
le a
nd d
rive
r sc
hed
ule
s
2.6
D
escr
ibe
how
to e
nco
ura
ge
and m
otiva
te t
he
support
of
oth
ers
2.7
Exp
lain
how
to p
rioritise
and r
esolv
e pro
ble
ms
2.8
Exp
lain
the
nee
d t
o m
ainta
in p
erso
nal st
andar
ds
in
dea
ling w
ith e
mer
gen
cies
and iss
ues
in lin
e w
ith
org
anis
atio
nal
pro
cedure
s
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
84
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
85
Unit 14: Process telephone bookings in the road passenger transport industries
Unit code: RPVD 20
Unit reference number: A/602/6027
QCF level: 2
Credit value: 2
Guided learning hours: 8
Unit summary
The purpose of this unit is for learners to demonstrate occupational competence in processing telephone bookings in the road passenger transport industry. This unit is particularly suitable for learners who work as telephone booking staff working in the road passenger transport industries.
This unit relates to GoSkills National Occupational Standard Unit 20 – Process Telephone Bookings in the Road Passenger Transport Industry from the Road Passenger Vehicle Driving suite.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning and written evidence.
Realistic workplace simulation may be used to assess areas that cover non-routine situations.
All simulations using specially constructed environments need to be approved by Edexcel prior to use. The setting up or devising of assessment situations do not need to be approved by Edexcel if they take place in the normal workplace environment.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (RPVD 20), which must be adhered to, is detailed in Annexe G.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
86
Lear
ning
out
com
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
D
ate
1
Be
able
to iden
tify
the
pro
spec
tive
pas
senger
’s t
ransp
ort
re
quirem
ents
1.1
U
se t
he
tele
phone
and a
ny
asso
ciat
ed I
T e
quip
men
t
1.2
Acc
ura
tely
iden
tify
the
pro
spec
tive
pass
enger
’s
tran
sport
nee
ds
incl
udin
g a
ny
par
ticu
lar
nee
ds
that
w
ould
nee
d t
o b
e ac
com
modate
d
1.3
Chec
k w
het
her
the
pro
spec
tive
pas
senger
’s n
eeds
can
be
met
, w
her
e re
leva
nt
clea
rly
confirm
ing t
he
agre
ed
tran
sport
arr
angem
ents
, an
d c
onfirm
ing/c
hec
king t
hei
r under
stan
din
g o
f th
em
1.4
G
ive
clea
r ex
pla
nations
and s
ugges
tions
to t
he
pro
spec
tive
pas
senger
about
alter
nat
ive
tran
sport
ar
rangem
ents
if
thei
r re
quirem
ents
can
not
be
met
and
giv
e th
e ca
ller
enough t
ime
to s
eek
clarifica
tion o
f th
ese
alte
rnat
ives
1.5
Confirm
cle
arly
to t
he
pro
spec
tive
pass
enger
the
agre
ed a
lter
nat
ives
and c
hec
k th
at t
hey
under
stan
d
and a
gre
e th
em
1.6
Id
entify
, w
ithin
the
limits
of ow
n p
erso
nal
re
sponsi
bili
ty,
when
a c
alle
r nee
ds
hel
p b
eyond t
hat
pro
vided
by
the
org
anis
atio
n a
nd t
ake
appro
priate
ac
tion in a
gre
emen
t w
ith t
he
calle
r
1.7
M
ake
a co
rrec
t re
cord
of
all te
lephone
conve
rsat
ions,
in
par
ticu
lar
the
agre
ed t
ransp
ort
arr
angem
ents
, or
oth
er
hel
p o
ffer
ed,
in lin
e w
ith o
rgan
isat
ional
pro
cedure
s
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
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
D
ate
2
Know
how
to iden
tify
th
e pro
spec
tive
pas
senger
’s t
ransp
ort
re
quirem
ents
2.1
D
escr
ibe
how
to u
se t
he
tele
phone
and a
ny
ass
oci
ate
d
IT e
quip
men
t
2.2
Li
st t
he
transp
ort
ser
vice
s off
ered
by
the
org
anis
atio
n
and c
onta
ct p
oin
ts in o
ther
support
org
anis
atio
ns
2.3
Exp
lain
how
to lis
ten e
ffec
tive
ly a
nd q
ues
tion
pro
spec
tive
pas
senger
s in
a w
ay
that
is s
een a
s su
pport
ive
and h
elpfu
l
2.4
Exp
lain
the
import
ance
of
tone
of
voic
e an
d g
ivin
g a
good im
pre
ssio
n o
f th
e org
anis
atio
n
2.5
Exp
lain
how
to c
om
munic
ate
with c
alle
rs w
ho h
ave
spee
ch o
r hea
ring d
ifficu
ltie
s or
languag
e/dia
lect
diffe
rence
s to
thei
r ow
n
2.6
D
escr
ibe
how
to c
hec
k th
at
a p
rosp
ective
pas
senger
under
stan
ds
the
agre
ed t
ransp
ort
arr
angem
ents
2.7
D
escr
ibe
how
to iden
tify
and c
om
munic
ate
with c
alle
rs
who n
eed a
ssis
tance
ove
r an
d a
bove
arr
angin
g
tran
sport
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
88
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Be
able
to
com
munic
ate
chan
ges
to
tra
nsp
ort
ar
rangem
ents
3.1
Cal
l pro
spec
tive
pas
senger
s if p
revi
ousl
y ag
reed
tr
ansp
ort
arr
angem
ents
can
not
be
met
in lin
e w
ith
org
anis
atio
nal
pro
cedure
s
3.2
M
ake
sure
that
the
pro
spec
tive
pas
senger
is
awar
e of
the
chan
ge
of pla
n t
o t
he
tran
sport
arr
angem
ents
3.3
Id
entify
any
pro
ble
ms
likel
y to
arise
to t
he
pro
spec
tive
pas
senger
as
a r
esult o
f th
e ch
ange
of tr
ansp
ort
ar
rangem
ents
3.4
G
ive
clea
r su
gges
tions
about
alter
nat
ive
tran
sport
ar
rangem
ents
and g
ive
the
pro
spec
tive
pas
senger
en
ough t
ime
to s
eek
clarifica
tion o
f th
ese
alte
rnat
ives
3.5
Confirm
cle
arly
to t
he
pro
spec
tive
pass
enger
the
agre
ed a
lter
nat
ives
and c
hec
k th
at t
hey
under
stan
d
them
3.6
Conta
ct a
s ap
pro
priate
, in
lin
e w
ith o
rgan
isat
ional
pro
cedure
s, o
ther
sta
ff t
o h
elp e
nsu
re a
gre
ed t
ransp
ort
ar
rangem
ents
with t
he
pro
spec
tive
pass
enger
are
take
n
forw
ard
3.7
M
ake
a co
rrec
t re
cord
of
all te
lephone
conve
rsat
ions,
in
par
ticu
lar
the
agre
ed t
ransp
ort
arr
angem
ents
, or
oth
er
hel
p o
ffer
ed,
in lin
e w
ith o
rgan
isat
ional
pro
cedure
s
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
89
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4
Know
how
to
com
munic
ate
chan
ges
to
tra
nsp
ort
ar
rangem
ents
4.1
D
escr
ibe
org
anis
ational
oper
atio
nal
act
ivity
and
implic
atio
ns
for
pre
-booke
d p
ass
enger
journ
eys
4.2
D
escr
ibe
the
action t
hat
should
be
take
n if pro
spec
tive
pas
senger
s ca
nnot
be
conta
cted
by
tele
phone
4.3
D
escr
ibe
how
to s
um
mar
ise
oper
atio
nal difficu
ltie
s in
an
under
stan
dab
le w
ay a
nd t
he
various
alte
rnat
ives
that
m
ight
apply
4.4
Exp
lain
how
to lis
ten e
ffec
tive
ly a
nd q
ues
tion
pro
spec
tive
pas
senger
s in
a w
ay
that
is s
een a
s su
pport
ive
and h
elpfu
l
4.5
Exp
lain
the
import
ance
of
tone
of
voic
e an
d g
ivin
g a
good im
pre
ssio
n o
f th
e org
anis
atio
n
4.6
Exp
lain
how
to c
om
munic
ate
with c
alle
rs w
ho h
ave
spee
ch o
r hea
ring d
ifficu
ltie
s or
who s
pea
k a
languag
e or
dia
lect
diffe
rent
to t
hei
r ow
n
4.7
D
escr
ibe
how
to c
hec
k a
pro
spec
tive
pas
senger
’s
under
stan
din
g o
f th
e re
vise
d t
ransp
ort
arr
angem
ents
4.8
D
escr
ibe
org
anis
ational
arr
angem
ents
for
reco
rdin
g t
he
tele
phone
conta
ct a
nd p
rogre
ssin
g a
gre
ed
arra
ngem
ents
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
90
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
91
Unit 15: Provide support to passengers with a severe disability
Unit code: RPTO 25
Unit reference number: F/602/6210
QCF level: 2
Credit value: 3
Guided learning hours: 17
Unit summary
This unit is for those demonstrating occupational competence in supporting passengers with a severe disability in their journey by road transport. This unit is particularly suitable for learners working in roles providing passenger support.
This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 25 – Provide support to passengers with a severe disability.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, professional discussion, written and product evidence.
Realistic workplace simulation may be used to assess areas that cover non-routine situations.
All simulations using specially constructed environments need to be approved by Edexcel prior to use. The setting up or devising of assessment situations do not need to be approved by Edexcel if they take place in the normal workplace environment.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (RPTO 25), which must be adhered to, is detailed in Annexe G.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
92
Lear
ning
out
com
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
D
ate
1
Be
able
to p
repar
e fo
r th
e m
ove
men
t of pas
senger
s 1.1
Chec
k an
d c
onfirm
that
the
vehic
le h
as t
he
appro
priat
e eq
uip
men
t fo
r th
e jo
urn
ey
1.2
Com
munic
ate
with t
he
pas
senger
and o
ther
car
ers
as a
ppro
priat
e
1.3
Exp
lain
to t
he
pass
enger
, an
d d
rive
r as
appro
priat
e,
the
pro
cedure
s fo
r m
ovi
ng t
hem
1.4
Tre
at t
he
pas
senger
with d
ignity
1.5
Chec
k th
at a
ny
nec
essa
ry a
ccom
pan
ying
docu
men
ts a
re a
vaila
ble
1.6
Co-o
per
ate
wher
e appro
priat
e w
ith o
ther
car
ers
invo
lved
to m
ove
the
pas
senger
as
safe
ly a
nd a
s co
mfo
rtably
as
poss
ible
1.7
Tak
e act
ion in d
iscu
ssio
n w
ith t
he
drive
r w
her
e pro
ble
ms
aris
e th
at m
ay a
ffec
t how
the
pas
senger
is
support
ed
1.8
Adher
e to
the
rele
vant
legis
lation a
nd c
odes
of
pra
ctic
e w
hen
dec
idin
g o
n t
he
hel
p g
iven
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
93
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Know
how
to p
repar
e fo
r th
e m
ove
men
t of
pas
senger
s
2.1
D
escr
ibe
how
to c
hec
k an
d c
onfirm
the
pass
enger
’s
support
equip
men
t is
appro
priate
2.2
Exp
lain
how
to s
ecure
the
diffe
rent
types
of
equip
men
t re
quired
for
safe
move
men
t in
cludin
g
–
whee
lchairs
–
stre
tcher
s
–
trolle
ys
2.3
D
escr
ibe
how
to c
om
munic
ate
with t
he
pas
senger
an
d o
ther
car
ers
as
appro
priat
e
2.4
D
escr
ibe
the
legal
rig
hts
of th
e pas
senger
to t
rave
l sa
fely
, co
mfo
rtab
ly a
nd w
ith d
ignity
2.5
Exp
lain
the
limits
of
ow
n a
uth
ority
2.6
D
escr
ibe
what
docu
men
ts a
ccom
pan
y th
e pas
senger
2.7
D
escr
ibe
how
to d
eal w
ith p
roble
ms
that
may
arise
on t
he
journ
ey
2.8
D
escr
ibe
the
legis
lation a
nd c
odes
of
pra
ctic
e re
late
d t
o p
rovi
din
g h
elp t
o p
ass
enger
s
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
94
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Be
able
to s
upport
pas
senger
s during a
jo
urn
ey
3.1
Ass
ist
the
pas
senger
and w
her
e re
leva
nt
the
care
r to
get
in t
he
vehic
le a
t th
e st
art
of th
e jo
urn
ey
3.2
G
ive
hel
p t
o t
he
pas
senger
on t
he
journ
ey
3.3
Com
munic
ate
with t
he
pas
senger
during t
he
journ
ey
3.4
M
ake
sure
the
pass
enger
is
safe
and s
ecure
th
roughout
the
journ
ey
3.5
Ass
ist
the
pas
senger
and w
her
e re
leva
nt
oth
er
care
rs t
o lea
ve t
he
vehic
le
3.6
Ensu
re t
he
pas
senger
is
han
ded
to s
uitab
le c
arer
4
Know
how
to s
upport
pas
senger
s during a
jo
urn
ey
4.1
Exp
lain
the
boar
din
g p
roce
ss
4.2
D
escr
ibe
how
to p
rovi
de
support
during t
he
journ
ey
4.3
Exp
lain
the
exit a
nd h
andove
r 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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
95
Unit 16: Provide support to passengers who require assistance
Unit code: RPTO 26
Unit reference number: Y/602/6214
QCF level: 2
Credit value: 4
Guided learning hours: 16
Unit summary
This unit is for those demonstrating occupational competence in accompanying passengers who require assistance on their road journey and dealing with their specific needs. This unit is particularly suitable for learners working in roles providing passenger support.
This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 26 – Provide support to passengers who require assistance.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, professional discussion, written and product evidence.
Realistic workplace simulation may be used to assess areas that cover non-routine situations.
All simulations using specially constructed environments need to be approved by Edexcel prior to use. The setting up or devising of assessment situations do not need to be approved by Edexcel if they take place in the normal workplace environment.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D. Specific assessment guidance for this unit (RPTO 26), which must be adhered to, is detailed in Annexe G.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
96
Lear
ning
out
com
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
D
ate
1
Be
able
to p
repar
e fo
r jo
urn
eys
with p
ass
enger
s w
ho r
equire
assi
stan
ce
1.1
M
ake
sure
any
spec
ial in
form
ation a
bout
the
pas
senger
s bei
ng s
upport
ed is
com
ple
te
1.2
Est
ablis
h w
ork
ing r
elat
ionsh
ip w
ith t
he
dri
ver
1.3
Confirm
and c
arr
y out
chec
ks t
hat
the
vehic
le is
appro
priat
ely
equip
ped
for
the
pas
senger
s’ n
eeds
1.4
Rep
ort
def
ects
to s
upport
equip
men
t in
lin
e w
ith
org
anis
atio
nal
pro
cedure
s
1.5
Confirm
all
docu
men
tation r
elat
ing t
o p
asse
nger
su
pport
is
corr
ect
and in lin
e w
ith o
rgan
isat
ional
re
quirem
ents
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
97
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Know
how
to p
repar
e fo
r jo
urn
eys
with p
ass
enger
s w
ho r
equire
assi
stan
ce
2.1
D
escr
ibe
the
spec
ial in
form
atio
n r
equired
about
the
pas
senger
s nee
ds
2.2
D
escr
ibe
limits
of ow
n a
nd d
rive
r re
sponsi
bili
ty
2.3
D
escr
ibe
the
rele
vant
legis
lation c
ove
ring t
he
carr
iage
of:
–
child
ren
–
whee
lchairs
2.4
D
escr
ibe
how
to u
se t
he
diffe
rent
types
of
equip
men
t fo
r se
atin
g a
nd s
ecuring p
asse
nger
s in
cludin
g t
he
appro
priat
e sa
fety
chec
ks
2.5
D
escr
ibe
the
org
anis
atio
nal
arr
angem
ents
for
report
ing d
efec
ts t
o e
quip
men
t
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
98
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Be
able
to s
upport
pas
senger
s during a
jo
urn
ey
3.1
M
ainta
in a
rel
atio
nsh
ip w
ith t
he
vehic
le d
rive
r
3.2
Ass
ist
the
pas
senger
in a
nd o
ut
of th
e ve
hic
le in
line
with leg
isla
tion
3.3
U
se v
ehic
le a
cces
s eq
uip
men
t in
lin
e w
ith
org
anis
atio
nal
pro
cedure
s
3.4
M
ake
sure
sea
tbel
ts a
re c
orr
ectly
use
d
3.5
D
eal w
ith p
asse
nger
req
ues
ts f
or
ass
ista
nce
to
mee
t th
eir
nee
ds
and m
ainta
in t
hei
r dig
nity
3.6
Pr
ovi
de
support
to e
nsu
re t
he
pas
senger
is
safe
and
com
fort
able
3.7
Tak
e act
ion in lin
e w
ith o
rgan
isat
ional
pro
cedure
s if
any
pass
enger
is
not
at t
hei
r agre
ed p
ick
up p
oin
t
3.8
Tak
e act
ion in lin
e w
ith o
rgan
isat
ional
pro
cedure
s if
ther
e are
unpla
nned
pro
ble
ms
with p
ass
enger
s on
the
journ
ey
3.9
Fi
ll in
the
nec
essa
ry d
ocu
men
tation r
elat
ing t
o t
he
journ
ey a
nd p
ass
to t
he
appro
priat
e per
son in lin
e w
ith o
rgan
isat
ional
pro
cedure
s
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
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
D
ate
4
Know
how
to s
upport
the
pas
senger
s during a
jo
urn
ey
4.1
D
escr
ibe
the
met
hods
of offer
ing a
nd g
ivin
g h
elp t
o
pas
senger
s
4.2
D
escr
ibe
the
dan
ger
s an
d r
isks
ass
oci
ated
with
pic
king u
p a
nd s
etting d
ow
n p
ass
enger
s
4.3
D
escr
ibe
the
requirem
ents
for
the
safe
use
of
equip
men
t
4.4
D
escr
ibe
the
appro
ved p
roce
dure
s fo
r dea
ling w
ith
def
ective
pas
senger
saf
ety
equip
men
t
4.5
Exp
lain
the
action t
o t
ake
if a
pas
senger
is
not
at
the
pic
k up p
oin
t
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
100
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
101
Unit 17: Monitor revenue protection and timetables in road passenger transport operations
Unit code: RPTO 27
Unit reference number: H/602/6216
QCF level: 3
Credit value: 10
Guided learning hours: 39
Unit summary
This unit is for those demonstrating occupational competence in protecting fare revenue and monitoring vehicles running to timetable. This unit is particularly suitable for learners working in the road passenger transport industry who carry out timetable and revenue inspection roles.
This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 27 – Monitor revenue protection and timetables in Road Passenger Transport Operations.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, professional discussion, written and product evidence.
Realistic workplace simulation may be used to assess areas that cover non-routine situations.
All simulations using specially constructed environments need to be approved by Edexcel prior to use. The setting up or devising of assessment situations do not need to be approved by Edexcel if they take place in the normal workplace environment.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
102
Lear
ning
out
com
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
D
ate
1
Be
able
to m
onitor
the
org
anis
atio
n’s
far
e polic
ies
1.1
Im
ple
men
t th
e org
anis
atio
n’s
conditio
ns
of ca
rria
ge
1.2
Im
ple
men
t th
e org
anis
atio
n’s
polic
ies
on f
are
s
1.3
Arr
ange
tick
et c
hec
ks o
n v
ehic
les
taki
ng into
ac
count
cust
om
er/p
ublic
safe
ty
1.4
D
eal w
ith d
ifficu
lt s
ituat
ions
that
arise
fro
m t
he
tick
et c
hec
ks in lin
e w
ith o
rgan
isat
ional
polic
y
1.5
Com
ple
te t
he
pap
erw
ork
and r
ecord
s in
lin
e w
ith
org
anis
atio
n’s
pro
cedure
s
1.6
Li
aise
with a
ppro
priate
auth
orities
ove
r irre
gula
rities
that
occ
ur
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
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
D
ate
2
Know
how
to m
onitor
the
org
anis
atio
n’s
far
es p
olic
y 2.1
D
escr
ibe
the
org
anis
atio
ns
conditio
ns
of
carr
iage
2.2
D
escr
ibe
the
org
anis
atio
ns
fare
s polic
y co
vering
ow
n a
rea o
f re
sponsi
bili
ty
2.3
Exp
lain
how
to a
rran
ge
tick
et c
hec
ks o
n v
ehic
les
2.4
Exp
lain
how
to d
eal w
ith d
ifficu
lt s
ituat
ions
that
can
arise
with d
rive
rs a
nd c
ust
om
ers
2.5
Exp
lain
how
to iden
tify
pote
ntial fr
aud a
ctiv
ity
2.6
Exp
lain
the
org
anis
ation’s
pro
cedure
s fo
r co
mple
ting p
aper
work
and r
ecord
s fo
r re
venue
pro
tect
ion
2.7
D
escr
ibe
the
limits
of ow
n a
uth
ority
in r
even
ue
pro
tect
ion,
the
role
s of oth
er s
taff
and a
uth
orities
an
d t
he
report
ing lin
es t
o t
hes
e au
thorities
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
104
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Be
able
to m
onitor
tim
etable
adher
ence
3.1
Chec
k th
e ve
hic
les
are
runnin
g t
o t
ime
3.2
Fi
nd o
ut
from
drive
rs t
he
reas
ons
for
dev
iation f
rom
tim
etable
and t
ake
appro
pri
ate
action
3.3
Id
entify
pro
ble
ms
that
can c
ause
an inte
rruption t
o
a se
rvic
e
3.4
Rep
ort
pro
ble
ms
to a
ppro
priat
e st
aff an
d o
bta
in
det
ails
of co
ntingen
cy a
rran
gem
ents
3.5
Ensu
re a
ll af
fect
ed s
taff a
re a
war
e of th
e co
ntingen
cy a
rran
gem
ents
3.6
Com
ple
te p
aper
work
in lin
e w
ith o
rgan
isational
pro
cedure
s
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
105
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
4
Know
how
to m
onitor
tim
etable
adher
ence
4.1
D
escr
ibe
the
tim
etab
le r
elev
ant
to t
he
monitoring
area
4.2
D
escr
ibe
the
traffic
flo
ws
in t
he
monitoring a
rea
4.3
Exp
lain
how
to a
ssis
t drive
rs t
o m
eet
thei
r sc
hed
ule
s
4.4
Exp
lain
the
org
anis
ation’s
polic
y on d
ealin
g w
ith
drive
rs w
ho c
onsi
sten
tly
do n
ot
run t
o s
ched
ule
4.5
D
escr
ibe
the
road
sys
tem
in t
he
monitoring a
rea
and p
ote
ntial
haza
rds
to t
he
org
anis
atio
n’s
veh
icle
s
4.6
Exp
lain
the
limits
of
ow
n a
uth
ority
in d
ealin
g w
ith
contingen
cy a
rran
gem
ents
and t
he
role
s of oth
ers
invo
lved
4.7
D
escr
ibe
the
org
anis
atio
n’s
pro
cedure
s fo
r co
mple
ting p
aper
work
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
106
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
107
Unit 18: Plan road passenger transport routes for customers
Unit code: RPTO 31
Unit reference number: K/602/6220
QCF level: 2
Credit value: 1
Guided learning hours: 8
Unit summary
This unit is for those demonstrating occupational competence in providing road journey information to support a customers travel arrangements.
This unit relates to the GoSkills Road Passenger Transport Operations National Occupational Standard Unit 31 – Plan road passenger transport routes for customers.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, professional discussion, written and product evidence.
Simulation must not be used to assess this unit.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
108
Lear
ning
out
com
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
D
ate
1
Be
able
to p
lan a
cust
om
er
journ
ey
1.1
Lo
cate
a d
efin
ed p
lace
usi
ng a
vaila
ble
res
ourc
es
1.2
Arr
ange
a jo
urn
ey b
etw
een t
wo o
r m
ore
pla
ces
iden
tify
ing t
he
most
suitab
le a
nd e
ffic
ient
route
1.3
Id
entify
an a
lter
nat
ive
route
in t
he
even
t of del
ay
1.4
Sum
mar
ise
dir
ections
1.5
Est
imate
the
journ
ey t
ime
bet
wee
n t
wo o
r m
ore
des
tinat
ions
2
Know
how
to p
lan a
cu
stom
er journ
ey
2.1
D
escr
ibe
the
types
and s
ourc
es o
f m
edia
and t
he
most
appro
priat
e one
to u
se
2.2
D
escr
ibe
how
to iden
tify
key
loca
tions
and t
hei
r direc
tions
outs
ide
the
loca
l ar
ea
2.3
D
escr
ibe
how
to iden
tify
key
loca
tions
and
obst
acl
es w
ithin
the
loca
l ar
ea t
hat
will
influen
ce
the
choic
e of ro
ute
2.4
D
escr
ibe
the
rele
vant
regula
tions
regar
din
g
boundar
ies
for
the
serv
ice
oper
atio
ns
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
109
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
3
Be
able
to c
om
munic
ate
with c
ust
om
ers
about
route
s
3.1
Agre
e th
e in
form
ation w
ith t
he
cust
om
er
3.2
Com
munic
ate
with t
he
cust
om
er a
ny
antici
pat
ed
del
ays
and t
hei
r re
aso
n
3.3
G
ive
estim
ated
chan
ged
journ
ey t
imes
to t
he
cust
om
er
3.4
Pr
ovi
de
the
cust
om
er w
ith t
he
fare
or
mea
ns
of
estim
atin
g t
he
fare
4
Know
how
to
com
munic
ate
with
cust
om
ers
about
route
s
4.1
Exp
lain
why
it is
import
ant
to k
eep t
he
cust
om
er
info
rmed
of an
y an
tici
pat
ed d
elays
4.2
D
escr
ibe
the
rele
vant
regula
tions
on w
her
e a
drive
r ca
n c
olle
ct o
r dro
p o
ff
4.3
Exp
lain
the
nee
d for
under
stan
din
g t
he
cust
om
ers
journ
ey r
equirem
ents
4.4
D
escr
ibe
how
to a
cces
s th
e appro
priate
tra
vel new
s af
fect
ing a
pro
pose
d journ
ey incl
udin
g:
–
road
info
rmat
ion
–
rail
info
rmat
ion
–
air
info
rmation
4.5
D
escr
ibe
the
diffe
rent
paym
ent
options
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
110
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
111
Unit 19: Operate an IT system in road passenger transport
Unit code: RPTO 37
Unit reference number: L/602/6226
QCF level: 2
Credit value: 3
Guided learning hours: 13
Unit summary
This unit is for those demonstrating occupational competence in using information technology hardware and software systems in Road Passenger Transport Operations.
This unit relates to the GoSkills Road Passenger Transport National Occupational Standard Unit 37 – Operate an IT system in Road Passenger Transport Operations.
Assessment requirements/evidence requirements
This unit should be assessed predominantly in the workplace through observation, along with other sources of evidence such as, witness testimony, questioning, professional discussion, written and product evidence.
Realistic workplace simulation may be used to assess areas that cover non-routine situations.
All simulations using specially constructed environments need to be approved by Edexcel prior to use. The setting up or devising of assessment situations do not need to be approved by Edexcel if they take place in the normal workplace environment.
The overarching assessment strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) must be followed; please see Annexe D.
Assessment methodology
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
112
Lear
ning
out
com
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
D
ate
1
Be
able
to u
se I
T s
yste
ms
in t
he
road p
asse
nger
tr
ansp
ort
envi
ronm
ent
1.1
Sta
rt u
p a
nd c
orr
ectly
use
the
diffe
rent
types
of IT
sy
stem
s and h
ardw
are
use
d a
t w
ork
1.2
U
se a
nd o
per
ate
IT h
ardw
are
in a
way
that
co
nfo
rms
with leg
isla
tion a
nd r
egula
tions
1.3
Id
entify
and c
orr
ect
erro
rs o
n t
he
IT s
yste
ms
and
har
dw
are
1.4
See
k as
sist
ance
when
difficu
ltie
s occ
ur
with I
T
syst
ems
1.5
M
ainta
in w
ork
sch
edule
s during s
yste
m failu
res
1.6
U
se t
he
inte
rnet
in lin
e w
ith o
rgan
isat
ional
guid
elin
es
1.7
Clo
se d
ow
n t
he
IT s
yste
ms
to m
ainta
in d
ata
secu
rity
and e
nsu
re h
ardw
are
secu
rity
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
113
Learn
ing
ou
tco
mes
Ass
ess
men
t cr
iteri
a
Evid
en
ce
typ
e
Po
rtfo
lio
re
fere
nce
D
ate
2
Know
how
to u
se a
n I
T
syst
em in t
he
road
pas
senger
tra
nsp
ort
en
viro
nm
ent
2.1
D
escr
ibe
the
com
pute
r har
dw
are
and h
ow
to g
et
the
optim
um
fro
m its
use
2.2
D
escr
ibe
the
legal
req
uirem
ents
for
IT s
yste
ms
oper
atio
n incl
udin
g:
–
hea
lth a
nd s
afe
ty (
Dis
pla
y Scr
een R
egula
tions)
–
dat
a pro
tect
ion r
egula
tions
–
copyr
ight
legis
lation
2.3
Exp
lain
the
limits
of
ow
n t
echnic
al c
om
pet
ence
and
how
to g
et t
echnic
al su
pport
2.4
D
escr
ibe
the
effe
cts
of
syst
em f
ailu
re a
nd h
ow
to
mai
nta
in d
ata
inte
gri
ty
2.5
Exp
lain
the
org
anis
ation’s
polic
y on t
he
use
of
the
inte
rnet
and t
he
risk
ass
oci
ate
d w
ith its
use
2.6
D
escr
ibe
the
pro
cedure
s fo
r cl
osi
ng d
ow
n s
yste
ms
incl
udin
g t
he
polic
y on d
ata s
ecurity
and s
tora
ge
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:___________________________
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
114
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
115
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
To obtain the National Occupational Standards please go to www.ukstandards.org.uk.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
116
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.
N025394 –
Spec
ific
atio
n –
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in O
per
atio
nal
Support
in t
he
Bus
and
Coac
h I
ndust
ry (
QCF)
– I
ssue
1 –
Mar
ch 2
011 ©
Edex
cel Li
mited
2011
117
Ann
exe
A:
Prog
ress
ion
path
way
s
The
Edex
cel q
ualif
icat
ion
fram
ewor
k fo
r th
e ro
ad p
asse
nger
tra
nspo
rt s
ecto
r
Level
BTEC
sp
eci
ali
st q
uali
fica
tio
n/
p
rofe
ssio
nal
NV
Q/
com
pete
nce
5
4
3
Edex
cel Le
vel 3 N
VQ
Dip
lom
a in
Pass
enger
Car
ryin
g V
ehic
le D
rivi
ng
Inst
ruct
ion (
QCF)
Edex
cel Le
vel 3 N
VQ
in R
oad
Pass
enger
Tra
nsp
ort
Oper
atio
ns
(exp
iry
dat
e 31/0
3/1
1)
2
Edex
cel BTEC L
evel
2 A
war
d in K
now
ledge
for
a Pr
ofe
ssio
nal
Bus
or
Coac
h D
rive
r (Q
CF)
Edex
cel BTEC L
evel
2 A
war
d in T
ransp
ort
ing
Pass
enger
s by
Taxi
and P
riva
te H
ire
(exp
iry
dat
e 31/0
3/1
1)
Edex
cel BTEC L
evel
2 C
ertifica
te in
Intr
oduct
ion t
o t
he
Role
of
the
Profe
ssio
nal
Tax
i an
d P
riva
te H
ire
Drive
r (Q
CF)
Edex
cel Le
vel 2 N
VQ
Dip
lom
a in
Pass
enger
Car
ryin
g V
ehic
le D
rivi
ng (
Bus
and C
oach
) (Q
CF)
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in R
oad
Pass
enger
Veh
icle
Dri
ving (
Tax
i an
d P
riva
te H
ire)
(Q
CF)
Edex
cel Le
vel 2 N
VQ
Cer
tifica
te in R
oad
Pass
enger
Veh
icle
Dri
ving
(Com
munity
Tra
nsp
ort
) (Q
CF)
Ed
exce
l Level
2 N
VQ
Cert
ific
ate
in
Op
era
tio
nal
Su
pp
ort
in
th
e B
us
an
d C
oach
In
du
stry
(Q
CF)
1
En
try
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
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N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
119
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.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
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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.
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
121
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 through ensuring that the awarding of these qualifications 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).
N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
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N025394 – Specification – Edexcel Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) – Issue 1 – March 2011 © Edexcel Limited 2011
123
Annexe D: Assessment requirements/strategy
Assessment Strategy for Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry based on GoSkills National Occupational Standards
1. Introduction
GoSkills, as the Sector Skills Council for the Passenger Transport Sector, is responsible for developing an assessment strategy for the qualifications based on its national occupational standards. This assessment strategy includes the Additional Requirement for Qualifications that use the title NVQ within the QCF which appears as Annexe E. This responsibility means that GoSkills must:
a Recommend how external quality control of assessment will be achieved
b Define which aspects of the national occupational standards must always be assessed through performance in the workplace
c Define the extent to which simulated working conditions may be used to assess competence and any characteristics that simulations should have, including definitions (where appropriate) of what would constitute a `realistic working environment' (RWE) for the qualifications concerned
d Define the occupational expertise requirements for assessors and verifiers in consultation with industry and in agreement with awarding organisations.
This Assessment Strategy for the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry addresses the four areas indicated above.
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2. Review and Evaluation of this Strategy
GoSkills and awarding organisations will continually monitor the effectiveness of this strategy. It will be reviewed annually and revised where necessary every two years. GoSkills will therefore establish arrangements for awarding organisations to provide feedback which will assist in the evaluation and review of this strategy. This feedback will also be used to evaluate assessment and verification practices, identify and promulgate good practice and inform any improvements to be made to this strategy.
Awarding organisations and their approved centres will be encouraged to submit comments and suggestions for improvements. This will be through formal dialogue between GoSkills and the awarding organisations. 3. External Quality Control of Assessment
The quality of the assessment process is the responsibility of the awarding organisations. GoSkills encourages flexibility and innovation of approach alongside robust systems to support quality control. However, awarding organisations must detail their approach to each of the following.
3.1 External Verification
External Verifiers (EVs) should verify assessments at approved centres. The normal frequency of external verification visits is two per year (a total of two days per year). However, the exact frequency should be determined by the risk assessment.
The verification should include inspection of the records of evidence and assessment. Awarding organisations should consider rotating their external verifiers in order to encourage standardisation, independence of assessment and the sharing of good practice.
3.2 Risk Assessment
In order to promote appropriate levels of monitoring of centres, GoSkills requires awarding organisations to adopt a risk management system. This approach is consistent with the approach taken by the regulatory authorities. Where there is a risk to the quality and consistency of assessment (eg as a result of commercial interests or as a result of relationships between candidates and assessors), awarding organisations should ensure that appropriate mechanisms are in place to ensure the reliability of the assessment.
Awarding organisations should show that a risk assessment has been carried out for each approved centre and that a strategy to minimise any identified risk has been implemented.
3.3 Awarding Organisation Forum
GoSkills will arrange regular awarding organisation meetings. The aim of the meetings will be to promote consistency in the assessment process. All awarding organisations offering Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry will be required to attend the awarding organisation forum at least once per year.
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4. Evidence
4.1 Evidence from Workplace Performance
Wherever possible, evidence of occupational competence should be generated and collected through performance under workplace conditions. These conditions would be those typical of the candidate's normal place of work. The evidence collected under these conditions should also be as naturally occurring as possible.
It is accepted that not all employees have identical work place conditions and therefore there cannot be assessment conditions that are identical for all candidates. However, assessors must ensure that, as far as possible, the conditions for assessment should be those under which the candidate usually works. Assessment of an individual against the qualification standard must not put that individual under more, or less, pressure than found normally in the workplace. It could be the case that the individual could feel more pressure simply because he or she is being assessed. However, it is the skill of the assessor to reduce this pressure to a minimum.
4.2 Use of Simulation in Assessments
As stated above, it is intended that learners should be assessed under normal workplace conditions. However, there are situations where the actual workplace may not be appropriate, or where waiting for naturally occurring evidence is impractical. Therefore, the setting up or devising of assessment situations will be allowed, when it can be demonstrated that the following circumstances require it in areas related to:
• safety
• legislation
• regulation
• contingency
• cost
• significant interruption to candidate’s or employer’s business.
It is recognised that there may be other assessment situations where simulation would be appropriate. In such instances, awarding organisations should give consideration to the reliability and validity of the likely evidence. In all cases, the centre should agree its plans for simulation with the EV to ensure that it is satisfactory. 5. Competence of Assessment Personnel
GoSkills acknowledges the very important role and responsibility that assessors and verifiers have in maintaining the quality and integrity of NVQ QCF Qualifications. Awarding organisations and other stakeholders therefore have to have confidence in the actions and decisions of assessors and verifiers.
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5.1 Competence of External Verifiers
A primary responsibility of the external verifier is to assure quality of internal verification and assessments across the centres for which they are responsible and to ensure that centres are assessing in line with the requirements of the National Occupational Standards for Road Passenger Transport Operations. External verifiers therefore need to have a thorough understanding of quality assurance and assessment practices as well as in-depth technical knowledge related to the qualifications that they are externally verifying.
It will be the responsibility of the awarding organisation to select and appoint external verifiers. Potential external verifiers should:
• hold (or be working towards) an appropriate qualification confirming their competence to externally verify qualifications.
• have an up to date and working understanding of the occupational area they are externally verifying together with a sound knowledge of the occupational standards.
• demonstrate their commitment to maintaining their industry knowledge by ongoing professional development eg through undertaking training courses and/or membership of industry organisations.
5.2 Competence of Internal Verifiers
A primary responsibility of the internal verifier is to assure the quality and consistency of assessments by the assessors for whom they are responsible. Internal verifiers therefore need to have a thorough understanding of quality assurance and assessment practices, as well as sufficient technical understanding related to the qualifications that they are internally verifying.
It will be the responsibility of the approved centre to select and appoint internal verifiers. Potential internal verifiers should:
• hold (or be working towards) an appropriate qualification confirming their competence to internally verify qualifications;
• hold (or be working towards) an appropriate qualification, as specified by the appropriate regulatory authority, confirming their competence to verify candidates;
• have the necessary and sufficient experience of the role for which they intend to verify assessments. This experience will have provided potential verifiers with detailed knowledge of the functions described by the occupational standards that comprise the qualification
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5.3 Competence of Assessors
The primary responsibility of the assessor is to assess candidates to the required quality and consistency, against the national occupational standard. It is important that an assessor can recognise occupational competence as specified by the national standard. Assessors therefore need to have a thorough understanding of assessment and quality assurance practices, as well as have in depth technical understanding related to the qualifications for which they are assessing candidates.
It will be the responsibility of the approved centre to select and appoint assessors. Potential assessors should:
• hold (or be working towards) an appropriate qualification confirming their competence to assess candidates.
• have the necessary and sufficient experience of the role for which they intend to undertake assessments and actual experience of the functions described by the occupational standards that comprise the qualification.
5.4 Continued Personal and Professional Development
It is important that verifiers and assessors continue their own development to help them in their respective NVQ roles. It is expected that each approved centre will provide development programmes for its assessors and internal verifiers to maintain their technical or occupational expertise. Awarding organisations should provide development programmes, workshops, seminars, etc, to promote good practice, quality and consistent assessments.
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Annexe E: Additional requirements for qualifications that use the term ‘NVQ’ in a QCF qualification title
Additional Requirements
for Qualifications that use the title
NVQ within the QCF
September 2009 This document has been produced by the Joint Awarding Body/SSC Working Practices Group which has been formed by the respective representative bodies to support and encourage effective working relationships between SSCs, submitting organisations and awarding organisations. The Group will update the document as necessary to make sure it is kept up to date and relevant and will consider developing additional guidance.
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Purpose of document
1 The purpose of this document is to make clear what additional requirements are needed to assess and quality assure qualifications that use the title NVQ within the QCF.
2 When an SSC/SSB and awarding organisation wants to use the title NVQ in the naming of a qualification within the QCF, the awarding organisation is required to make sure this qualification is assessed and quality assured in accordance with these additional requirements and other requirements described in the SSC/SSB assessment strategy.
3 The aims of these additional requirements are to
• ensure that all competence based qualifications that use the title NVQ within the QCF are
o assessed consistently o quality assured consistently
• maintain the integrity of qualifications that use the title NVQ within the QCF
• establish the NVQ brand within the QCF
• keep bureaucracy associated with assessment and quality assurance of qualifications that use the title NVQ within the QCF to a minimum.
Background
1 1 “At the heart of an NVQ is the concept of occupational competence; the ability to perform to the standards required in employment across a range of circumstances and to meet changing demands. NVQs are first and foremost about what people can do. They go beyond technical skills to include planning, problem solving, dealing with unexpected occurrences, working with other people and applying the knowledge and understanding that underpins overall competence”.
2 NVQs are based entirely on National Occupational Standards (NOS) developed by an SSC/SSB, which describe the competence needed in an occupational role.
3 Qualifications that use the title NVQ within the QCF must comply with the rules of combination determined by the SSC/SSB. Awarding organisations are not allowed to develop another qualification that does not use the title NVQ within the QCF, if it uses the same rules of combination as a qualification that does use the title NVQ within the QCF.
1 NCVQ’s NVQ Criteria and Guidance 1995.
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4 The QCF offers increased flexibility in the way occupational competence can be assessed and demonstrated. Qualifications that use the title NVQ in the title within the QCF are just one way of assessing and demonstrating occupational competence. SSCs/SSBs are free to work with their awarding organisations to agree what qualifications will be used to assess occupational competence. Qualifications that use the title NVQ within the QCF, are not a preferred method for assessing occupational competence and all qualifications accredited through the QCF have equal status.
5 When developing a qualification for the QCF, including qualifications that use the title NVQ within the QCF, an awarding organisation must be a recognised awarding organisation and must meet the Qualification Requirements in the Regulatory Arrangements for the Qualifications and Credit Framework, published by The Office of the Qualifications and Examinations Regulator (Ofqual) in August 2008.
6 The qualification regulators confirmed that a group of SSCs and SSBs would be free to develop specific, additional requirements about the way in which qualifications that use the title NVQ within the QCF will be assessed and quality assured. For those recognised awarding organisations that want to assess occupational competence through the use of qualifications that use the title NVQ within the QCF, it has been agreed by SSCs and SSBs that the following additional requirements must be met.
Additional requirements for qualifications that use the title NVQ within the QCF
Introduction
1 Qualifications that use the title NVQ within the QCF must be assessed and quality assured in accordance with the following additional requirements.
Assessment requirements
1 When a qualification uses the title NVQ within the QCF, awarding organisations are required to make sure their recognised assessment centres understand how learners are to be assessed.
2. Assessment methodologies must meet the assessment strategy developed in partnership between the relevant SSC or SSB and awarding organisations for the qualification. The assessment strategy must be published and made available separately and will include the requirements for assessment of qualifications that use the title NVQ within the QCF. The assessment criteria for each unit will be part of the units that make up the qualification.
3. Learners must complete real work activities in order to produce evidence to demonstrate they have met the NOS and are occupationally competent.
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4 When a learner cannot complete a real work activity, simulation is allowed.
5 Simulation is allowed when
• a learner is required to complete a work activity that does not occur on a regular basis and therefore opportunities to complete a particular work activity do not easily arise
• a learner is required to respond to a situation that rarely occurs, such as responding to an emergency situation
• the safety of a learner, other individuals and/or resources will be put at risk.
6 When simulation is used, assessors must be confident that the simulation replicates the workplace to such an extent that learners will be able to fully transfer their occupational competence to the workplace and real situations.
7 Units that must not be assessed by simulation must be identified by the SSC/SSB in the assessment strategy for the qualification or family of qualifications.
8 Learners must be assessed by assessors
• who are occupationally competent in the occupational areas they are assessing where they have sufficient and relevant technical/occupational competence in the unit, at or above the level of the unit being assessed and as defined by the assessment strategy for that qualification
• 2who must hold or be working towards a suitable assessor qualification to confirm they understand assessment and how to assess learners
• must be fully conversant with the unit(s) against which the assessments and verification are to be undertaken.
9 All assessors must carry out assessment to the standards specified in the A units.
10 All assessment decisions made by a trainee assessor must be checked by a qualified assessor or an assessor recognised by an awarding organisation.
11 Trainee assessors must have a plan, which is overseen by the recognised assessment centre, to achieve the relevant assessor qualification(s) within an agreed timescale.
2 Currently an assessor could hold unit A1 and/or unit A2. Or from the past unit D32 and/or unit D33. SSCs also identify other suitable equivalent qualifications.
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Quality assurance requirements
1 When a qualification uses the title NVQ within the QCF, awarding organisations are required to make sure their recognised assessment centres understand how the qualification will be quality assured.
2 Qualifications that use the title NVQ within the QCF, must be verified
• internally by an internal verifier, who is accountable to the assessment centre
• externally by an external verifier, who is accountable to the awarding organisation or an agent of the awarding organisation.
3 With reference to internal verification, internal verifiers must
• 3hold or be working towards a suitable internal verifier qualification to confirm they understand how to internally verify assessments
• have sufficient and relevant technical/occupational familiarity in the unit(s) being verified
• be fully conversant with the standards and assessment criteria in the units to be assessed
• understand the awarding organisation’s quality assurance systems and requirements for this qualification.
4 Trainee internal verifiers must have a plan, which is overseen by the recognised assessment centre, to achieve the internal verifier qualification within an agreed timescale.
5 With reference to external verification, external verifiers must
• 4hold or be working towards a suitable external verification qualification to confirm they understand and are able to carry out external verification
• have no connections with the assessment centre, in order to maintain objectivity
• have sufficient and relevant technical/occupational understanding in the unit(s) being verified
• be fully conversant with the standards and performance criteria in the units to be assessed
• understand the awarding organisation’s quality assurance systems for this qualification.
6 Trainee external verifiers must have a plan, which is overseen by the awarding organisation, to achieve the external verifier qualification within an agreed timescale.
3 Currently an internal verifier needs to hold unit V1. Or from the past unit D34. SSCs also identify other suitable equivalent qualifications. 4 Currently an external verifier needs to hold unit V2. Or from the past unit D35.
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7 Awarding organisations must decide the frequency of external monitoring activities. Any decision must be based on
• the risks associated with a qualification that is designed to help a learner demonstrate occupational competence
• an evaluation of the centre’s performance and past record.
8 Awarding organisations will have in place suitably constituted audit processes, which are supported by naturally occurring quality assurance and monitoring systems that already exist in workplace assessment environments.
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Annexe F: Simulation
Evidence requirements for the units of assessment in the Level 2 NVQ Certificate in Operational Support in the Bus and Coach Industry (QCF) are detailed at unit level. The list below indicates which units can be assessed through simulation. This applies only to GoSkills units; imported units have not been included in the list.
Unit name Unit code
Simulation allowed
Achieve effective working relationships with colleagues in Road Passenger Transport Operations (RPVD unit)
RPVD 7 N
Provide professional customer service in road passenger transport operations
RPTO 3 N
Support learners by coaching in the workplace (BACEM unit)
BACEM 38
N
Develop and maintain your work skills and knowledge in the Passenger Transport Industry
RPTO 9 N
Manage Conflict in Road Passenger Transport Industries
RPTO 10 Y
Prepare vehicle and driver rotas for road passenger transport timetabled operations
RPTO 19 Y
Implement schedules for road passenger transport operations
RPTO 20 Y
Take telephone bookings in road passenger transport industries
RPVD 20 Y
Provide support to passengers with a severe disability
RPTO 25 Y
Provide support to passengers who require assistance
RPTO 26 Y
Plan road passenger transport routes for customers
RPTO 31 N
Operate an IT system in road passenger transport RPTO 37 Y
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Annexe G: Assessment guidance
The following information has been provided by GoSkills for the Road Passenger Vehicle Driving (Community Transport) units where employers in the sector have indicated specific assessment criteria required to ensure that the units of assessment are being assessed consistently across all awarding organisations’ centres. This guidance should be referred to when delivering the units.
Ensure responsibility for actions to reduce risks to health and safety (Unit 1 in this specification)
Assessment guidance specified by a sector or regulatory body
N/A
RPVD 7 – Achieve effective working relationships with colleagues in the road passenger travel industries (Unit 2 in this specification)
Assessment guidance specified by a sector or regulatory body
When assessing this unit the following definitions should be used:
• the organisation – this would be the company the learner works for or, if they are self-employed, the rules they have set for themselves to ensure that they comply with relevant legal and licensing requirements.
RPTO 3 – Provide professional customer service in road passenger transport (Unit 3 in this specification)
Assessment guidance specified by a sector or regulatory body
N/A
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BACEM 39 – Support learners by coaching in the workplace (Unit 4 in this specification)
Assessment guidance specified by a sector or regulatory body
Learners should be able to provide coaching activity to a range of individuals to include, as appropriate:
• new starters
• individuals unfamiliar with a particular technical matter
• individuals undertaking training to increase workplace skills
• individuals experiencing difficulty in specific technical aspects of their work.
Learners should be able to communicate in the following ways:
• face-to-face verbal communication
• small-group discussion
• presentation on technical issues to small groups
• written communication
• IT-based coaching programmes.
Examples of problems may include, where relevant, those from overseas needing for example language skills, as well as experienced staff requiring further development in workplace skills.
RPTO 9 – Develop and maintain work skills and knowledge in the passenger transport industry (Unit 5 in this specification)
Assessment guidance specified by a sector or regulatory body
N/A
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RPTO 10 – Manage Conflict in the Road Passenger Transport Industry (Unit 6 in this specification)
Assessment guidance specified by a sector or regulatory body
When assessing this unit the following definitions should be used:
• people – colleagues, passengers and members of the general public
• inappropriate behaviour could include:
• verbal or physical abuse
• actions that could cause a danger to others
• actions that could cause damage to property
• not keeping to conditions of service
• illegal or offensive acts.
Resolve customer service problems (Unit 7 in this specification)
Assessment guidance specified by a sector or regulatory body
N/A
Deal with customers in writing or using ICT (Unit 8 in this specification)
Assessment guidance specified by a sector or regulatory body
N/A
Deal with customers by telephone (Unit 9 in this specification)
Assessment guidance specified by a sector or regulatory body
N/A
Deal with customers face-to-face (Unit 10 in this specification)
Assessment guidance specified by a sector or regulatory body
N/A
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Support customer service improvements (Unit 11 in this specification)
Assessment guidance specified by a sector or regulatory body
N/A
RPTO 19 – Prepare vehicle and driver rotas for road passenger transport timetabled operations (Unit 12 in this specification)
Assessment guidance specified by a sector or regulatory body
When assessing this unit the following definitions should be used:
• vehicle rota – a set of vehicle workings often referred to as a bus graph and known as a vehicle duty
• driver rota – the complete collection of all the work for defined set of drivers over a set period of time.
RPTO 20 – Implement schedules for road passenger transport operations (Unit 13 in this specification)
Assessment guidance specified by a sector or regulatory body
When assessing this unit the following definition should be used:
• the organisation – this would be the company the learner works for or, if they are self-employed, the rules they have set for themselves to ensure that they comply with relevant legal and licensing requirements.
RPVD 20 - Process telephone bookings in the road passenger transport industries (Unit 14 in this specification)
Assessment guidance specified by a sector or regulatory body
When assessing this unit the following definitions should be used:
• the organisation – this would be the company the learner works for or, if they are self-employed, the rules they have set for themselves to ensure that they comply with relevant legal and licensing requirements
• prospective passenger is used to denote both a single individual or a group.
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RPTO 25 – Provide support to passengers with a severe disability (Unit 15 in this specification)
Assessment guidance specified by a sector or regulatory body
When assessing this unit the following definitions should be used:
• the organisation – this would be the company the learner works for or, if they are self-employed, the rules they have set for themselves to ensure that they comply with relevant legal and licensing requirements
• passenger with a severe disability – a passenger who can not be moved without considerable support, for example; the passenger may use a wheelchair, stretcher or trolley.
RPTO 26 – Provide support to passengers who require assistance (Unit 16 in this specification)
Assessment guidance specified by a sector or regulatory body
When assessing this unit the following definitions should be used:
• the organisation – this would be the company the learner works for or, if they are self-employed, the rules they have set for themselves to ensure that they comply with relevant legal and licensing requirements.
RPTO 27 – Monitor revenue protection and timetables in road passenger transport operations (Unit 17 in this specification)
Assessment guidance specified by a sector or regulatory body
N/A
RPTO 31 – Plan road passenger transport routes for customers (Unit 18 in this specification)
Assessment guidance specified by a sector or regulatory body
N/A
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RPTO 37 – Operate an IT system in road passenger transport (Unit 19 in this specification)
Assessment guidance specified by a sector or regulatory body
N/A
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