Qualification Details & Contents

Transcription

1 Qualification Details & Contents

2 QUALIFICATION DETAILS CONTENTS Apprenticeships Intermediate Apprenticeship in Customer Service Advanced Apprenticeship in Customer Service Intermediate Apprenticeship in Business Administration Advanced Apprenticeship in Business Administration Intermediate Apprenticeship in Team Leading Advanced Apprenticeship in Management Intermediate Apprenticeship in Activity Leadership Advanced Apprenticeship in Sports Development Advanced Apprenticeship in Youth Work Advanced Apprenticeship in Supporting PE and School Sport Workforce Development Sports & Stadia Business Skills Foundation Learning (NEETS) Sport Business Skills

3 APPRENTICESHIP Customer Service This apprenticeship is designed for individuals in customer-facing roles. Often, these individuals may be relatively junior in your organisation, but they interface directly with your key clients. It is a training programme that is relevant in any sector, providing a range of skills related to providing great Customer Care. Our programme will equip your employees with the core competences needed in today s competitive markets. There are four components to this apprenticeship, providing the Learner with broad knowledge and skills in customer service: Level 2 Diploma in Customer Service Level 1 Functional Skills in Maths & English Employment Rights and Responsibilities On achieving the qualification, individuals will have a deeper understanding and demonstrate competence in the key areas of: How to meet and greet customers How to deal with complaints How to communicate with customers on the telephone Working within the current legislation Using great customer service to increase sales How We Deliver This Course To enable an effective apprenticeship programme to be designed, we initially work with your training or HR team to arrange a needs analysis, which will lead us to developing learning plans for every individual participant. Existing skills levels are taken into account, and mapped against organisational objectives. Our expert assessors will visit employees in their workplace without disrupting work, to observe their performance and guide, support and coach them throughout the apprenticeship. During the programme, we will use scenarios and case studies based on your own organisation, and we ll make sure our staff get to know you well. The course is delivered through training sessions and workshops and assessed through reflective studies and workbooks. Assessment is through a number of means including: direct observation by the Assessor, personal statements by the Learner about their work and testimonies by their manager/colleagues about their work and capabilities. Functional Skills are developed throughout the programme and assessed through test papers. Progression Candidates are encouraged to progress onto the Advanced Apprenticeship in Customer Service, or other appropriate qualification. The combination of these qualifications equip candidates with the skills to succeed within their sector. Mitre provide excellent customer service training and the support I received from their tutors throughout the programme was fantastic Michael Derham Centerplate

4 ADVANCED APPRENTICESHIP Customer Service The expectations of customers, both business and consumer, are increasing but is your customer service performance coping with the higher demands? Are your staff effective in their contact with customers? Delegates on this course develop a range of skills from developing and maintaining positive working relationships with customers, legal issues affecting relationships with customers through to monitoring and solving problems. There are four components to this apprenticeship, providing the Learner with a broad knowledge in Customer Service: Level 3 Diploma in Customer Service Level 2 Functional Skills in English Level 2 Functional Skills in Maths Employment Rights and Responsibilities On achieving the qualification, learners will have a deeper understanding and demonstrate competence in the key areas of: Managing the delivery of effective customer service Building positive relationships with key customers The main principles of key legislation and how it affects customer service Dealing with difficult customers and developing performance Understand how an organisation s reputation can be enhanced Understand how customer service affects an organisations success How We Deliver This Course To enable an effective apprenticeship programme to be designed, we initially work with your training or HR team to arrange a needs analysis, which will lead us to developing learning plans for every individual participant. Existing skills levels are taken into account, and mapped against organisational objectives. Our expert assessors will visit employees in their workplace without disrupting work, to observe their performance and guide, support and coach them throughout the apprenticeship. During the programme, we will use scenarios and case studies based on your own organisation, and we ll make sure our staff get to know you well. The course is delivered through training sessions and workshops, supported by individual workbooks. Assessment is through a number of means including: direct observation by the Assessor, personal statements by the Learner about their work and testimonies by their manager/colleagues about their work and capabilities. Functional Skills are developed throughout the programme and assessed through test papers. The combination of these qualifications equip candidates with the skills to succeed within their sector. The apprenticeship will require a commitment of one to two days a month by both the employee and the employer, for up to a year. The quality of training delivery is high with an engaging approach, Mitre s staff are professional, friendly and approachable and committed to high standards of customer service. Ashley Harry E Surv

5 APPRENTICESHIP Business Administration An apprenticeship in Business and Administration can be transferred across a multitude of industry sectors and can also be a practical pathway into management with increased experience. There are four components to this apprenticeship, providing the Learner with a broad knowledge of: Level 2 Diploma in Business & Administration Level 2 Functional Skills in English Level 1 Functional Skills in ICT Employment Rights and Responsibilities On achieving the qualification, Learners will have a deeper understanding and demonstrate competence in the key areas of: Working in an administrative environment Maintaining information systems Organising diary events Administering relevant organisational processes Using ICT effectively Working within Health and Safety guidelines Understand data management How We Deliver This Course To enable an effective apprenticeship programme to be designed, we initially work with your training or HR team to arrange a needs analysis, which will lead us to developing learning plans for every individual participant. Existing skills levels are taken into account, and mapped against organisational objectives. Our expert assessors will visit employees in their workplace without disrupting work, to observe their performance and guide, support and coach them throughout the apprenticeship. During the programme, we will use scenarios and case studies based on your own organisation, and we ll make sure our staff get to know you well. The course is delivered through training sessions and workshops and is assessed through reflective reviews and case studies. Assessment is through a number of means including: direct observation by the Assessor, personal statements by the Learner about their work and testimonies by their manager/colleagues about their work and capabilities. Functional Skills are developed throughout the programme and are assessed through test papers. Progression Following their Apprenticeship, candidates are encouraged to progress onto the Advanced Apprenticeship in Business Administration, or other appropriate area. The training programmes Mitre Group provide have consistently had a direct positive result on the growth of our business. Dave Carlin, GI Group

6 ADVANCED APPRENTICESHIP Business Administration An Apprenticeship in Business and Administration is appropriate across a multitude of industry sectors and can also be a practical pathway into supervisory management. Designed for those individuals with responsibility for administrative facilities, often in junior roles, this programme will deliver a broad range of knowledge and skills, tailored to both the individual and the organisation. There are four components to this apprenticeship, providing the Learner with a broad knowledge in Business Administration: Level 3 Diploma in Business and Administration Level 2 Functional Skills in Maths and English and ICT Employment Rights and Responsibilities On achieving the qualification, Learners will have a deeper understanding and demonstrate competence in the key areas of: Maintaining information systems Working in an office Managing own performance Communicating in a business environment Using office ICT effectively Working within Health and Safety guidelines Solving business problems Presentation skills Administering relevant organisational processes Contributing to decision-making in a business environment How We Deliver This Course To enable an effective apprenticeship programme to be designed, we initially work with your training or HR team to arrange a needs analysis, which will lead us to developing learning plans for every individual participant. Existing skills levels are taken into account, and mapped against organisational objectives. Our expert assessors will visit employees in their workplace without disrupting work, to observe their performance and guide, support and coach them throughout the apprenticeship. During the programme, we will use scenarios and case studies based on your own organisation, and we ll make sure our staff get to know you well. The course is delivered through training sessions and workshops, supported by individual workbooks. Assessment is through a number of means including: direct observation by the Assessor, personal statements by the Learner about their work and testimonies by their manager/colleagues about their work and capabilities. Functional Skills are developed throughout the programme and assessed through test papers. The combination of these qualifications equip candidates with the skills to succeed within their sector. The apprenticeship will require a commitment of one to two days a month by both the employee and the employer, for up to a year. Mitre s trainers use excellent delivery methods which encourages participant interaction Angela Hollingworth Director Stone Healthcare Ltd

7 APPRENTICESHIP Team Leading This apprenticeship is designed for team leaders who are concerned with motivating their team and achieving agreed outputs, and for people who are preparing to take on a Team Leader s role. It s a training programme that s relevant in any sector, providing a range of skills related to team performance and motivation. Our programme will equip your employees with the core competences needed by today s team leaders. There are five components to this apprenticeship, providing the Learner with a broad knowledge in Team Leading: Level 2 Diploma in Team Leading Level 1 Functional Skills in Maths & English Level 1 Functional Skills in ICT Employment Rights and Responsibilities On achieving the qualification, Team Leaders will have a deeper understanding and demonstrate competence in the key areas of: Managing own resources Developing productive relationships with colleagues Understanding organisational policies in relation to employee performance Ensuring own actions reduce risks to health and safety Understanding how to create a motivational environment for the team to succeed Providing leadership for the team How We Deliver This Course To enable an effective apprenticeship programme to be designed, we initially work with your training or HR team to arrange a needs analysis, which will lead us to developing learning plans for every individual participant. Existing skills levels are taken into account, and mapped against organisational objectives. Our expert assessors will visit employees in their workplace without disrupting work, to observe their performance and guide, support and coach them throughout the apprenticeship. During the programme, we will use scenarios and case studies based on your own organisation, and we ll make sure our staff get to know you well. The course is delivered through training sessions and supported by individual workbooks. Assessment is through a number of means including: direct observation by the Assessor, personal statements by the Learner about their work and testimonies by their manager/colleagues about their work and capabilities. Functional Skills are developed throughout the programme and are assessed through test papers. Progression Candidates are encouraged to progress onto the Advance Apprenticeship in Management to continue developing their skills and improving their performance. The combination of these qualifications equip candidates with the skills to succeed within their sector. Mitre have a holistic approach to training and development and tailor every programme to suit the needs of both the organisation and the learners Rob Lake - Director The Albion Foundation

8 ADVANCED APPRENTICESHIP Management This qualification is designed for first line managers in any sector who need to develop a range of skills to improve their management competence. This course is about managing people and resources effectively. The programme will be tailored to the specific needs of the manager and this will give managers the core competences needed to manage in a pressurised work place. There are four components to this apprenticeship, providing the Learner with a broad knowledge of management practice and skills: Level 3 Diploma in Management Level 2 Functional Skills in Maths & English Level 2 Functional Skills in ICT Employment Rights and Responsibilities On achieving the qualification, managers will have a deeper understanding and demonstrate competence in the key areas of: Problem solving and decision making Performance management Managing own resources and professional development Providing leadership in own area of responsibility Allocating and monitoring the progress and quality of work Ensuring safety requirements are met in own area of responsibility Leading meetings and encouraging creative ideas How We Deliver This Course To enable an effective apprenticeship programme to be designed, we initially work with your training or HR team to arrange a needs analysis, which will lead us to developing learning plans for every individual participant. Existing skills levels are taken into account, and mapped against organisational objectives.our expert assessors will visit employees in their workplace without disrupting work, to observe their performance and guide, support and coach them throughout the apprenticeship. During the programme, we will use scenarios and case studies based on your own organisation, and we ll make sure our staff get to know you well. The course is delivered through training sessions and workshops and is assessed through reflective reviews and workbooks. Assessment is through a number of means including: direct observation by the Assessor, personal statements by the Learner about their work and testimonies by their manager/colleagues about their work and capabilities. Functional Skills are developed throughout the course and assessed through test papers. The combination of these qualifications equip candidates with the skills to succeed within their sector. The apprenticeship will require a commitment of one to two days a month by both the employee and the employer, for up to a year. An exceptional programme with a high level of interaction, creative teaching methods, and content I still use almost daily! Mitre were outstanding Lisa Biesty Commercial Director County Football Club

9 APPRENTICESHIP Activity Leadership The Apprenticeship in Activity Leadership is ideal for those leading activity sessions in sport and active leisure, running recreational sessions for sports activities or leading outdoor activities. This Apprenticeship will provide you with the recognition for your current leadership skills and will further develop your knowledge and skills in the underlying principles, policies and theories within Activity Leadership. The Apprenticeship in Activity Leadership framework consists of the following four components: Level 2 NVQ Certificate in Activity Leadership Level 2 Certificate in Increasing Participation in Sport in the Community Level 2 Award in Employment Awareness Level 1 Functional Skills in Maths and English The NVQ aspect of this apprenticeship aims to assess the competence of the activity leader and includes units around teamwork, health and safety, planning, leading and evaluating activity sessions, equality, diversity and safeguarding and giving customers a positive impression. The Certificate in Increasing Participation has been specially selected for this qualification and provides the learner with underpinning knowledge and understanding in topics such as factors affecting participation in sport, planning and evaluating sport activities, safeguarding and protecting young people, sport and society, sports development, understanding funding and sponsorship in sport and rules, regulations and officiating in sport. Course Delivery All Mitre Group trainers are qualified teachers who have a wealth of experience in the sport and leisure sector. Our trainers use experiential training methods to ensure learners gain the best possible learning experience and provide one-to-one support to all learners where needed. Competence is assessed through workbooks, observations, discussions, statements and other similar work place evidence. Knowledge is assessed through reflective reviews, case studies, research projects and short assignments. Functional Skills are developed throughout the programme and are assessed through test papers. In most cases candidates complete their Apprenticeship in Activity Leadership over 12 months. Cost Mitre Group has access to Government funding which means the cost of this Apprenticeship is cost-neutral for employers. Mitre are leaders in the delivery of this Apprenticeship and has partnerships with a number of sports organisations across the UK. Progression All learners are encouraged to progress onto Advanced Apprenticeships in Sports Development, Management or other appropriate area; all of which can be fully funded through Mitre Group. The Apprenticeship in Activity Leadership enables our staff to combine their education with their love of sport - a great combination Simon Carnall Head of Community County Community Trust

10 ADVANCED APPRENTICESHIP Sports Development The Advanced Apprenticeship in Sports Development is aimed at those working at supervisory level and provides a vocational pathway into the profession of sports development. The Advanced Apprenticeship is an excellent progression from the Apprenticeship in Activity Leadership or Team Leading and will provide learners with the organisational skills and political and social awareness to success in this part of the sport and active leisure industry. The Advanced Apprenticeship in Sports Development framework consists of 4 components: Level 3 Diploma in Sports Development Level 3 Certificate in Increasing Participation in Sport in the Community Level 3 Award in Employment Awareness Level 2 Functional Skills in Maths and English The Diploma aspect of this apprenticeship aims to assess the competence of the Learner in areas such as the facilitation of community based sport, inclusion, equality and diversity, contribution to change, monitoring and evaluation of work, applying for external funding and project management. The Certificate in Increasing Participation in Community Sport has been specially selected for this qualification and is ideal for those working in the community sports sector. This provides the Learner with underpinning knowledge and understanding in topics such as health, safety and risk mnagement, working with participants with disabilities, customer service within the sector, building legacy through sporting events, physical education and youth sport, event management and funding and sponsorship in sport. Course Delivery All Mitre Group trainers are qualified teachers who understand the sport and leisure sector. Our trainers use experiential training methods to ensure learners gain the best possible experience and provide one-to-one support to all learners where needed. Competence is assessed through a collection of work place evidence and knowledge assessed through reflective reviews and short assignments. In most cases candidates complete their Advanced Apprenticeship in Sports Development over 12 months. Cost Mitre Group have access to Government funding which means the cost of this Apprenticeship is cost-neutral for employers. Mitre are leaders in the delivery of this Apprenticeship and has partnerships with a number of sports organisations across the UK. Progression Learners are encouraged to progress onto further training programmes such as Apprenticeships in Management and Leadership, which can be accessed through Mitre Group. Mitre s trainers use excellent delivery methods which encourages participant interaction Calum Osbourne

11 L3 ADVANCED APPRENTICESHIP Youth Work The Advanced Apprenticeship in Youth Work is aimed at those working at supervisory level and provides a vocational pathway into the profession. The Advanced Apprenticeship is an excellent progression from the Apprenticeship in Activity Leadership or Team Leading and will provide learners with the organisational skills and political and social awareness to success in this part of the sport and active leisure industry. The Advanced Apprenticeship in Youth Work framework consists of 4 components: Level 3 Certificate or Diploma in Youth Work Level 2 Functional Skills in Maths Level 2 Functional Skills in English The Diploma aspect of this apprenticeship aims to assess the competence of the Learner in areas such as engaging and communicating with young people, group work in a youth work setting, theory of youth work etc. This Advanced Apprenticeship provides the Learner with underpinning knowledge and understanding in topics such as health, safety and risk mnagement, working with challenging behaviour, young people s development and will help the learner to work effectively with vulnerable young people. Course Delivery All Mitre Group trainers are qualified teachers who understand the sport and leisure sector. Our trainers use experiential training methods to ensure learners gain the best possible experience and provide one-to-one support to all learners where needed. Competence is assessed through a collection of work place evidence and knowledge assessed through reflective reviews and short assignments. In most cases candidates complete their Advanced Apprenticeship in Youth Work over 12 months. Cost Mitre Group have access to Government funding which means the cost of this Apprenticeship is cost-neutral for employers. Mitre are leaders in the delivery of this Apprenticeship and has partnerships with a number of sports organisations across the UK. Progression Learners are encouraged to progress onto further training programmes such as Apprenticeships in Management and Leadership, which can be accessed through Mitre Group. Education is the most powerful weapon we can use to change the world Nelson Mandela

12 L3 ADVANCED APPRENTICESHIP Supporting PE and School Sport The Advanced Apprenticeship in Supporting PE and School Sport is aimed at those working at supervisory level and provides a vocational pathway into the profession. The Advanced Apprenticeship is an excellent progression from the Apprenticeship in Activity Leadership or Team Leading and will provide learners with the organisational skills and political and social awareness to success in this part of the sport and active leisure industry. The Advanced Apprenticeship in Supporting PE and School Sport framework consists of 4 components: Level 3 Diploma in Supporting the Delivery of PE and School Sport Level 2 Functional Skills in Maths Level 2 Functional Skills in English This apprenticeship aims to assess the competence of the Learner in areas such as: * Ensuring an understanding of how to safeguard the wellbeing of children and young people * Understanding how to communicate and develop professional relationships with children, young people and adults * Understanding schools as organisations and the infrastructure behind this * Understanding how to mentor others and more.. Course Delivery All Mitre Group trainers are qualified teachers who understand the sport and leisure sector. Our trainers use experiential training methods to ensure learners gain the best possible experience and provide one-to-one support to all learners where needed. Competence is assessed through a collection of work place evidence and knowledge assessed through reflective reviews and short assignments. In most cases candidates complete their Advanced Apprenticeship in Supporting PE and School Sport over 12 months. Cost Mitre Group have access to Government funding which means the cost of this Apprenticeship is cost-neutral for employers. Mitre are leaders in the delivery of this Apprenticeship and has partnerships with a number of sports organisations across the UK. Progression Learners are encouraged to progress onto further training programmes such as Apprenticeships in Management and Leadership, which can be accessed through Mitre Group. Anyone who stops learning is old, whether at 20 or 80. Anyone who keeps learning stays young Henry Ford

13 Workforce Development Programmes - Sport & Stadia The following qualifications can be delivered on their own or packaged together to create larger learning programmes. Level 2 Certificate and NVQ in Customer Service This qualification is ideal for candidates in a customer-facing role and includes topics such as understanding their organisation, delivering excellent customer service and communication skills. Level 2 Certificate and NVQ in Team Leading This Certificate is suitable for individuals who are preparing to take on a Team Leader s role. They will learn how to motivate their team, communicate effectively and achieve agreed outputs. Level 2 Award in Understanding Stewarding at Spectator Events This Award prepares stewards for their matchday role, including units in controlling the movement of spectators, monitoring crowds and resonding to potential problems and emergencies. Level 2 NVQ in Spectator Safety This NVQ is aimed at anyone working or wishing to work as a match day steward. The qualification meets the requirements laid out in the Football Licensing Authority s Guide to Safety at Sports Grounds (known as the Green Guide). Level 2 Certificate in Equality and Diversity This Certificate gives candidates an introduction to the issues around stereotyping, prejudice and discrimination, identifies basic rights that all people should enjoy and examines the responsibility each person and organisation has in ensuring that barriers to participation in society are removed. Level 1 Award in Coaching Football This qualification, often known as the FA Level 1 Coaching qualification offers an opportunity for aspiring football coaches to be supported in developing their knowledge of how to effectively coach a local club or school team. The qualification introduces candidates to the principles and practices of safe, ethical and effective coaching of football to adults and young people. Delivery and Assessment: These programmes are delivered through a combination of practial and classroom activities. Candidates are assessed through a variety of methods including workbooks, practical demonstration, group work and tutor observations. Candidates are encouraged to progress onto higher level qualifications, all of which can be accessed through Mitre. Mitre s expertise and experience in creating tailored courses enables us to deliver a holistic staff development programme on our site and at times to suit us Tara Tewarie Senior Employment Development Officer Tottenham Hotspur Foundation

14 Workforce Development Programmes - Business Skills The following qualifications can be delivered on their own or packaged together to create larger learning programmes. Level 2 NVQ and/or Certificate in Customer Service This programme is ideal for candidates in a customer-facing role and includes topics such as understanding their organisation, delivering excellent customer service and communication Skills. Level 2 NVQ and/or Certificate in Team Leading This is suitable for individuals who are preparing to take on a Team Leader s role. They will learn how to motivate their team, communicate effectively and achieve agreed outputs. Level 2 NVQ and/or Certificate in Business Administration This programme will develop the knowledge, understanding and skills required to work effectively in the business and administration sector. There are a range of units available from supporting events to project management to finance. Level 2 NVQ and/or Certificate in Marketing This programme will develop fundamental marketing skills, such as understanding and conducting market research, customer and stakeholder relationships, the legal and ethical requirements of marketing, as well as development of relevant software skills. Level 2 Certificate in Equality and Diversity This Certificate gives candidates an introduction to the issues around stereotyping, prejudice and discrimination, identifies basic rights that all people should enjoy and examines the responsibility each person and organisation has in ensuring that barriers to participation in society are removed. Level 1/2 Functional Skills in Maths, English and ICT These Functional Skills are equivalent to GCSE grades A-D and can be embedded into all programmes to help candidates to develop their Maths, English and/or ICT skills. To gain the qualification, candidate must complete and pass either an online or paperbased test. Delivery and Assessment: These programmes are delivered through a combination of practial and classroom activities. Candidates are assessed through a variety of methods including workbooks, practical demonstration, group work and tutor observations. Candidates are encouraged to progress onto higher level qualifications, all of which can be accessed through Mitre. Having worked with Mitre s team of trainers many times in the past, we re confident that they understand our specific business needs and will deliver courses so that our employees can continue to build their skills Kevin Wilcockson Director of Recycling Wastecycle

15 Foundation Learning Programmes Mitre has worked with a range of Community Trusts, charities and third sector organisations to deliver foundation learning programmes to their local community. These programmes aim to help individuals develop their skills and prepare them to enter the workplace. The following accredited qualifications can be delivered on their own or packaged together to create larger learning programmes. They can often be funded through our access to Government Funding, meaning we can keep the costs of the programme as low as possible for the individuals taking part. Entry Level Programmes Exploring Sport Functional Skills in Maths, English, ICT Level 1 Programmes Coaching Customer Service Employability Skills Fitness, Nutrition and Leadership in Sport Functional Skills in Maths, English, ICT Sports Leadership Sports Volunteering Level 2 Intermediate Vocational Programmes Business Administration Customer Service Employability Skills Functional Skills in Maths, English, ICT Sports Leadership Skills Sports Coaching and Leadership Team Leadership Understanding Spectator Events Delivery and Assessment: These qualifications are delivered through a combination of practical and classroom activities. Candidates are assessed through a variety of methods including workbooks, practical demonstration, group work and tutor observations. Mitre understands the needs of every individual and tailors the programme and delivery methods to suit their abilities. Courses are always enjoyable and engaging Kevin Bradburne Director of Aspire Youth Federation

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