Level 4 NVQ in Advice and Guidance (3069)

Transcription

1 Level 4 NVQ in Advice and Guidance (3069) Optional units August 2006 Version 1.0

2 About City & Guilds City & Guilds is the UK s leading provider of vocational qualifications, offering over 500 awards across a wide range of industries, and progressing from entry level to the highest levels of professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by employers worldwide for providing qualifications that offer proof of the skills they need to get the job done. City & Guilds Group The City & Guilds Group includes ILM (the Institute of Leadership & Management) providing management qualifications, learning materials and membership services and NPTC which offers land-based qualifications and membership services. City & Guilds also manages the Engineering Council Examinations on behalf of the Engineering Council. Equal opportunities City & Guilds fully supports the principle of equal opportunities and we are committed to satisfying this principle in all our activities and published material. A copy of our equal opportunities policy statement Access to assessment and qualifications is available on the City & Guilds website. Copyright The content of this document is, unless otherwise indicated, The City and Guilds of London Institute 2005 and may not be copied, reproduced or distributed without prior written consent. However, approved City & Guilds centres and learners studying for City & Guilds qualifications may photocopy this document free of charge and/or include a locked PDF version of it on centre intranets on the following conditions: centre staff may copy the material only for the purpose of teaching learners working towards a City & Guilds qualification, or for internal administration purposes learners may copy the material only for their own use when working towards a City & Guilds qualification the Standard Copying Conditions on the City & Guilds website. Please note: National Occupational Standards are not The City and Guilds of London Institute. Please check the conditions upon which they may be copied with the relevant Sector Skills Council. Publications City & Guilds publications are available on the City & Guilds website or from our Publications Sales department at the address below or by telephoning +44 (0) or faxing +44 (0) Every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press. However, City & Guilds products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication. City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0) F +44 (0) enquiry@cityandguilds.com

3 Level 4 NVQ in Advice and Guidance (3069) Optional units August 2006 Version 1.0

4 Unit Evidence Requirements Qualification Title: Advice and Guidance Unit Number: AG 2 Unit Title: Support clients to make use of the advice and guidance service Evidence Requirements for this unit: You must provide your assessor with evidence for all the performance criteria and all the knowledge The evidence must be provided in the following ways taking into account any of the special considerations below Special Considerations: Simulation is not permitted for this unit The nature of this unit means that all of your evidence must come from real work activities. The evidence must reflect, at all times, the policies and procedures of the workplace, as linked to current legislation and the values and principles for good practice in advice and guidance services. Sources of performance and knowledge evidence: Your assessor will identify the most reliable and efficient mix of evidence gathering methods from the list below. This will ensure that all the performance criteria and knowledge requirements are met and that the consistency of your performance can be established. Observation is the most reliable and efficient assessment/ evidence gathering method. For this reason your assessor is likely to use it wherever appropriate. A well planned observation can provide most of the evidence for the performance criteria in all the elements in the unit. Your assessor will also decide what knowledge and understanding you have demonstrated through your performance. Witness Testimony: Occupational experts, colleagues, allied professionals and clients may be able to provide testimony of your performance. Your assessor will help you to identify the appropriate use of witnesses. Work Products: These are non-confidential records made, or contributed to, by you, e.g. Appointment diary, leaflets, posters. Confidential Records: These may be used as evidence but must not be placed in your portfolio. They must remain in their usual location and be referred to in the assessor records in your portfolio e.g. case records. Questioning: Questions may be oral or written. In each case the question and your answer will need to be recorded.

5 Professional discussion: This should be in the form of a structured review of your practice with the outcomes captured by means of audiotape or a written summary. These are particularly useful to provide evidence that you know and understand principles which support practice; policies, procedures and legislation, and that you can critically evaluate their application e.g. Data Protection Act and its impact on organisational policy for maintaining confidentiality. Original Certificates: Certificates of training and records of attendance must be authentic, current and valid. Your assessor will also want to check the content of such training so that this can be matched to the standards and check that you have retained and can apply learning to practice. Case Studies, projects, assignments and candidate/reflective accounts of your work: These methods are most appropriately used to cover any outstanding areas in the knowledge requirement of your qualification. Occasionally, because an event happens rarely or may be difficult to observe, you may be able to use a candidate/ reflective account to provide some of the performance evidence for this unit e.g. Action to take when there are problems in providing information.

6 Unit AG 2 Element 2.1 Support clients to make use of the advice and guidance service Enable clients to decide whether to use the service You must be able to (performance criteria) 1 Encourage clients to clarify their requirements and circumstances 2 Identify, and provide the client with, appropriate and accurate information about the service 3 Use the information provided to assist clients decide whether their requirements could be met by the service 4 Clarify clients expectations and understanding of the service and its policies 5 Provide clients with information on the advantages and disadvantages of using the service 6 Provide clear information on other services that might be more suitable for meeting their requirements You must know (knowledge specification) a b c d e f g h i j k l how to encourage clients to express themselves and their requirements what type of information should be obtained from the client what difficulties can occur when clients express their requirements and circumstances what information is available about the organisation and service and how to access it what information is appropriate for different clients how to assess information to ensure that it is accurate and up to date what types of format are suitable for different clients how to present different types of information to clients how to assist clients to decide whether their requirements can be met by the service how to address any difficulties with the information provided how to address different expectations what types of misunderstanding can occur m what the advantages and disadvantages are n o p q what the consequences of using the service are for different clients which services are available what is offered by the other services how to approach other services

7 Unit AG 2 Element 2.2 Support clients to make use of the advice and guidance service Agree with clients their use of the service You must be able to (performance criteria) 1 Clarify and confirm the client s requirements and how these will be met by the service 2 Agree the way the service will be used 3 Explain clearly the actions that are necessary to fulfill clients requirements 4 Record contacts and agreements with clients in the appropriate systems 5 Comply with all relevant legislation, codes of practice, guidelines, and ethical requirements You must know (knowledge specification) a b c d e f g h i j k l how to clarify clients requirements how to match clients requirements to the service being provided why it is important to confirm clients requirements what the consequences are of not confirming the requirements what options for contact with the service are available how different clients may wish to use the service what the procedures are for using the service what actions could be taken for different requirements how to explain actions to clients what the systems for recording agreements are why it is important to use the systems what the procedures relating to the use of the systems are m what the relevant national, local, professional, and organisational requirements are relating to equal opportunities, discrimination, health and safety, security, confidentiality, and data protection n why it is important to comply with different requirements o what the consequences are of not complying with different requirements p how to obtain information on the requirements

8 Unit AG 2 Element 2.3 Support clients to make use of the advice and guidance service Identify and provide the information required by clients You must be able to (performance criteria) You must know (knowledge specification) 1 Explore with clients the reasons for their information requirements a the types of information clients seek and the different reasons they have for seeking it 2 Identify the information sources most appropriate to the client 3 Confirm the information required and agree the appropriate methods for providing the information 4 Retrieve the relevant information from the appropriate systems 5 Check clients understanding of the information 6 Confirm with the clients that the information materials that are provided are sufficient and appropriate to their requirements 7 Identify any problems with providing the information and take appropriate action to address them 8 Refer clients to additional or alternative sources of relevant information 9 Agree with clients any further activities that are necessary to meet their requirements 10 Record the provision of information in the appropriate systems b c d e f g h i how to assess clients requirements and match them with current information sources why it is important to confirm the information required the different methods available for providing information and the different formats that can be used to present it why it is important to agree that the information will be provided what the systems for retrieving information are, and the procedures relating to those systems why it is important to use the systems how to check clients understanding of the information why it is important to check that the clients have received the information materials they require and that they are sufficient and appropriate what types of problem could occur what actions can be taken to address them why it is important to address problems j k l m what the implications are of not addressing the problems n what other sources of information could help the clients and how these can be accessed o p q r what other activities might be necessary what the systems are for recording the provision of information and the procedures relating to those systems why is it important to use the systems which procedures relate to the use of the

9 systems

10 Unit Evidence Requirements Qualification Title: Unit Number: Unit Title: Advice and Guidance AG5 Assist advice and guidance clients to decide on a course of action Evidence Requirements for this unit: You must provide your assessor with evidence for all the performance criteria and all the knowledge. The evidence must be provided in the following ways taking into account any of the special considerations below Special Considerations: Simulation is not permitted for this unit The nature of this unit means that all of your evidence must come from real work activities. The evidence must reflect, at all times, the policies and procedures of the workplace, as linked to current legislation and the values and principles for good practice in advice and guidance services. Sources of performance and knowledge evidence: Your assessor will identify the most reliable and efficient mix of evidence gathering methods from the list below. This will ensure that all the performance criteria and knowledge requirements are met and that the consistency of your performance can be established. Observation is the most reliable and efficient assessment/ evidence gathering method. For this reason your assessor is likely to use it wherever appropriate. A well planned observation can provide most of the evidence for the performance criteria in all the elements in the unit. Your assessor will also decide what knowledge and understanding you have demonstrated through your performance. Witness Testimony: Occupational experts, colleagues, allied professionals and clients may be able to provide testimony of your performance. Your assessor will help you to identify the appropriate use of witnesses. Work Products: These are non-confidential records made, or contributed to, by you, e.g. leaflets. Confidential Records: These may be used as evidence but must not be placed in your portfolio. They must remain in their usual location and be referred to in the assessor records in your portfolio e.g. case notes, session notes, action plan. Questioning: Questions may be oral or written. In each case the question and your answer will need to be recorded.

11 Professional discussion: This should be in the form of a structured review of your practice with the outcomes captured by means of audiotape or a written summary. These are particularly useful to provide evidence that you know and understand principles which support practice; policies, procedures and legislation, and that you can critically evaluate their application e.g. Consequences, advantages, and disadvantages of the options for clients when selecting a course of action to meet their requirements. Original Certificates: Certificates of training and records of attendance must be authentic, current and valid. Your assessor will also want to check the content of such training so that this can be matched to the standards and check that you have retained and can apply learning to practice. Case Studies, projects, assignments and candidate/reflective accounts of your work: These methods are most appropriately used to cover any outstanding areas in the knowledge requirement of your qualification. Occasionally, because an event happens rarely or may be difficult to observe, you may be able to use a candidate/ reflective account to provide some of the performance evidence for this unit e.g. Supporting clients in the decision making process.

12 Unit AG 5 Element 5.1 Assist advice and guidance clients to decide on a course of action Assist clients to clarify their requirements You must be able to (performance criteria) 1 Use the appropriate language and pace of communications for each client 2 Explain clearly the organisation s policy on record keeping and confidentiality 3 Encourage clients to identify and explore their requirements and their ideas for achieving them 4 Agree the purpose and the boundaries of the interaction with the client 5 Offer examples of alternative means for clients to achieve their requirements 6 Clarify and confirm clients requirements with them 7 Identify any situation where immediate action is required to assist clients and take immediate action You must know (knowledge specification) a b c d e f g h i j k l what constitutes appropriate language and pace of communications what are the organisation s policies that are relevant to clients how to summarise the organisation s policies what are the relevant models of good practice for assisting clients to clarify their requirements what type of requirements are explored what purposes might the interaction serve how to negotiate the boundaries of an interaction what ideas do clients suggest for achieving their requirements what alternative means are available for clients to achieve their requirements how to clarify requirements with clients why it is important to clarify requirements with clients why it is important to confirm requirements with clients m what type of situations occur that require immediate action n what actions should be taken to deal with different situations 8 Identify and agree requirements that cannot be met and facilitate access to additional or alternative sources of support 9 Encourage clients to establish priorities for achieving their requirements 10 Review the interaction with the client on a regular basis to ensure it is still appropriate for them 11 Comply with all relevant legislation, codes o p q r what other sources of support could help the clients how to help clients establish priorities how to review interaction with clients any legislative provision, professional or organisational guidelines which underpin

13 of practice, guidelines, and ethical requirements s t u the performance of the activities included in this unit and describe how you comply with these why it is important to comply with different requirements what are the consequences of not complying with different requirements how to obtain information on the requirements

14 Unit AG 5 Element 5.2 Assist advice and guidance clients to decide on a course of action Explore a range of options with clients for achieving their requirements You must be able to (performance criteria) 1 Encourage clients to explore their decision making process 2 Review clients priorities to identify their current requirements 3 Identify any unrealistic requirements and identify possible modifications to them 4 Identify a suitable range of options for achieving clients requirements 5 Provide clear information on the options and their key features 6 Assist clients to interpret the information provided 7 Explore the potential consequences, advantages, and disadvantages of the options to clients 8 Consider alternative means for clients to achieve their requirements 9 Explore clients views about options to achieve their requirements You must know (knowledge specification) a what barriers could affect the clients decision making b how to support the client in their decision making process c d e f g h i j k l how to review clients priorities how to determine realistic requirements how can requirements be modified to make them more realistic what is the range of options that is available how different options might be suitable for different clients what type of information should be provided for different clients what are the key features of the options what type of assistance might be required for clients to interpret the information provided what are the consequences, advantages, and disadvantages of different options how to present options to clients m what alternative means could help clients achieve their requirements n o how are different clients likely to receive the options how to explore the options with different clients

15 Unit AG 5 Element 5.3 Assist advice and guidance clients to decide on a course of action Enable clients to select a course of action You must be able to (performance criteria) 1 Explore clients views about options to achieve their requirements 2 Assist clients to interpret all the relevant information provided 3 Encourage clients to evaluate the implications of any decision 4 Affirm clients autonomy in decision making 5 Assist clients to reach a decision on the most appropriate course of action for their requirements and personal circumstances 6 Encourage clients to review their decision making process and their reasons for selecting the course of action 7 Identify any problems with the chosen course of action and encourage the client to take appropriate action to address them 8 Agree with clients any further activities that are necessary to meet their requirements 9 Encourage clients to identify any further requirements for support 10 Summarise the course of action and agree next steps with the client 11 Record summaries of the interaction in the appropriate systems You must know (knowledge specification) a b c d e f g h i j how different clients are likely to receive the options how to explore the options with different clients What information might be provided for clients what type of assistance might be required for clients to interpret the information provided what are the potential implications of different decisions how to encourage clients to evaluate information why is it important to confirm the autonomy of clients how to assist clients to reach decisions how to match the options to clients particular circumstances what are the decision-making processes that clients use k what are the types of problem that could occur l what actions can be taken to address them m why it is important to address problems n what are the implications of not addressing the problems o what other activities might be necessary p what other types of requirement might emerge q how to summarise the course of action in the appropriate format for the client r s t what are the systems for recording summaries why it is important to use the systems what are the procedures relating to the use of the systems

16 Unit Evidence Requirements Qualification Title: Unit Number: Unit Title: Advice and Guidance AG6 Prepare clients through advice and guidance for the implementation of a course of action Evidence Requirements for this unit: You must provide your assessor with evidence for all the performance criteria and all the knowledge. The evidence must be provided in the following ways taking into account any of the special considerations below Special Considerations: Simulation is not permitted for this unit The nature of this unit means that all of your evidence must come from real work activities. The evidence must reflect, at all times, the policies and procedures of the workplace, as linked to current legislation and the values and principles for good practice in advice and guidance services. Sources of performance and knowledge evidence: Your assessor will identify the most reliable and efficient mix of evidence gathering methods from the list below. This will ensure that all the performance criteria and knowledge requirements are met and that the consistency of your performance can be established. Observation is the most reliable and efficient assessment/evidence gathering method. For this reason your assessor is likely to use it wherever appropriate. A well planned observation can provide most of the evidence for the performance criteria in all the elements in the unit. Your assessor will also decide what knowledge and understanding you have demonstrated through your performance. Witness Testimony: Occupational experts, colleagues, allied professionals and clients may be able to provide testimony of your performance. Your assessor will help you to identify the appropriate use of witnesses. Work Products: These are non-confidential records made, or contributed to, by you, e.g. leaflets, diary records, guidelines. Confidential Records: These may be used as evidence but must not be placed in your portfolio. They must remain in their usual location and be referred to in the assessor records in your portfolio e.g. case notes, action plan. Questioning: Questions may be oral or written. In each case the question and your answer will need to be recorded.

17 Professional discussion: This should be in the form of a structured review of your practice with the outcomes captured by means of audiotape or a written summary. These are particularly useful to provide evidence that you know and understand principles which support practice; policies, procedures and legislation, and that you can critically evaluate their application e.g. Implementation of the action plan and the importance of a rationale for any changes. Original Certificates: Certificates of training, and records of attendance must be authentic, current and valid. Your assessor will also want to check the content of such training so that this can be matched to the standards and check that you have retained and can apply learning to practice. Case Studies, projects, assignments and candidate/reflective accounts of your work: These methods are most appropriately used to cover any outstanding areas in the knowledge requirement of your qualification. Occasionally, because an event happens rarely or may be difficult to observe, you may be able to use a candidate/ reflective account to provide some of the performance evidence for this unit e.g. different stages and considerations in preparing and developing action plans with clients.

18 Unit AG 6 Element 6.1 Prepare clients through advice and guidance for the implementation of a course of action Assist clients to prepare an action plan You must be able to (performance criteria) 1 Confirm the course of action that has been chosen 2 Explain clearly to clients the roles and responsibilities of those involved in the chosen course of action 3 Explore the potential advantages and disadvantages of the chosen course of action with clients 4 Describe clearly the potential stages, time scales, and any cost implications of the chosen course of action 5 Outline the expected outcomes of each stage of the chosen course of action 6 Inform clients of the types of information that may be used during the chosen course of action 7 Identify any unrealistic expectations and explore any possible modifications to them 8 Provide clients with any additional relevant information they might require 9 Comply with all relevant legislation, codes of practice, guidelines, and ethical requirements You must know (knowledge specification) a b c d e f g h i j how to confirm the decisions of clients why it is important to confirm the course of action what is involved in the different types of activity what are the difficulties and responsibilities of different services and people what are the potential advantages and disadvantages of different activities what are the difficulties in achieving the requirements of clients what are the stages and time scales of different types of activity what are the cost implications to all relevant parties how each stage contributes to the overall activity what types of information may be used during different courses of action k what types of unrealistic expectations might be proposed l how these can be modified to make them more realistic m what type of additional information is required by different clients n what are the relevant national, local, professional and organisational requirements relating to equal opportunities, discrimination, health and safety, security, confidentiality, and data protection o why it is important to comply with different requirements p what are the consequences of not complying with different requirements q how to obtain information on the requirements

19 Unit AG 6 Element 6.2 Prepare clients through advice and guidance for the implementation of a course of action Assist clients to develop the action plan You must be able to (performance criteria) 1 Incorporate all relevant information about the chosen course of action into the action plan 2 Ensure the action plan clearly specifies the methods, time scale, and responsibilities for delivering clients requirements 3 Ensure the action plan is capable of being implemented 4 Produce the action plan in the agreed format with the necessary supporting documentation 5 Review the content of the action plan with clients 6 Agree the process for reviewing the implementation of the action plan and identify any further activities that are necessary to meet clients requirements 7 Record the action plan in the appropriate systems You must know (knowledge specification) a b c d e f g h i j what information should be incorporated what are the methods, time scales, and responsibilities for delivering different requirements how to incorporate different methods, time scales, and responsibilities how to check the feasibility of the action plan what factors might affect the feasibility of the action plan what are the different formats for action plans what type of supporting documentation might be required why it is important to review the action plan with clients how often should the implementation process be reviewed what type of review should take place k what are the systems for recording action plans l why it is important to use the systems m what are the procedures relating to the use of the systems

20 Unit AG 6 Element 6.3 Prepare clients through advice and guidance for the implementation of a course of action Assist clients to identify how the action plan might be implemented You must be able to (performance criteria) 1 Identify and prioritise the key objectives and stages of the action plan 2 Explore any potential difficulties in achieving the action plan 3 Identify any difficulties in achieving the action plan 4 Identify potential methods for implementing the course of action 5 Assist clients to select methods that are most likely to be effective 6 Agree with clients the methods to be adopted 7 Provide a reasoned rationale for any significant changes to the action plan 8 Identify any requirements that cannot be met and establish alternative actions for dealing with them 9 Confirm the understanding of clients and agree for the implementation of the action plan to commence You must know (knowledge specification) a b c d e f g h i j k l how to confirm the decisions of clients why it is important to confirm the course of action what are the potential difficulties of different courses of action how to overcome potential difficulties what are the potential difficulties of different courses of action how to overcome potential difficulties what are the methods for implementing different courses of action what methods have proved effective why it is important to agree the methods what types of change to the action plan might be required why it is important to provide a rationale for any changes to the action plan what other actions could be taken m how to confirm the understanding of clients n why it is important to reach agreement for the implementation to commence

21 Unit Evidence Requirements Qualification Title: Unit Number: Unit Title: Advice and Guidance AG7 Assist clients through advice and guidance to review their achievement of a course of action Evidence Requirements for this unit: You must provide your assessor with evidence for all the performance criteria and all the knowledge. The evidence must be provided in the following ways taking into account any of the special considerations below Special Considerations: Simulation is not permitted for this unit The nature of this unit means that all of your evidence must come from real work activities. The evidence must reflect, at all times, the policies and procedures of the workplace, as linked to current legislation and the values and principles for good practice in advice and guidance services. Sources of performance and knowledge evidence: Your assessor will identify the most reliable and efficient mix of evidence gathering methods from the list below. This will ensure that all the performance criteria and knowledge requirements are met and that the consistency of your performance can be established. Observation is the most reliable and efficient assessment/ evidence gathering method. For this reason your assessor is likely to use it wherever appropriate. A well planned observation can provide most of the evidence for the performance criteria in all the elements in the unit. Your assessor will also decide what knowledge and understanding you have demonstrated through your performance. Witness Testimony Occupational experts, colleagues, allied professionals and clients may be able to provide testimony of your performance. Your assessor will help you to identify the appropriate use of witnesses. Work Products: These are non-confidential records made, or contributed to, by you, e.g. review procedures. Confidential Records: These may be used as evidence but must not be placed in your portfolio. They must remain in their usual location and be referred to in the assessor records in your portfolio e.g. case notes, action plan, review records. Questioning: Questions may be oral or written. In each case the question and your answer will

22 need to be recorded. Professional discussion: This should be in the form of a structured review of your practice with the outcomes captured by means of audiotape or a written summary. These are particularly useful to provide evidence that you know and understand principles which support practice; policies, procedures and legislation, and that you can critically evaluate their application e.g. reviewing and measuring the effectiveness of the different methods used in implementing the action plan. Original Certificates: Certificates of training and records of attendance must be authentic, current and valid. Your assessor will also want to check the content of such training so that this can be matched to the standards and check that you have retained and can apply learning to practice. Case Studies, projects, assignments and candidate/reflective accounts of your work: These methods are most appropriately used to cover any outstanding areas in the knowledge requirement of your qualification. Occasionally, because an event happens rarely or may be difficult to observe, you may be able to use a candidate/ reflective account to provide some of the performance evidence for this unit e.g. Effect of the Valuing People White Paper in terms of review and progress and giving feedback to clients. Similarly for any succeeding White Paper/legislation.

23 Unit AG 7 Element 7.1 Assist clients through advice and guidance to review their achievement of a course of action Review progress and achievements with clients You must be able to (performance criteria) 1 Provide suitable opportunities for clients to review the progress and achievements of the course of action You must know (knowledge specification) a b c what the relevant models of good practice are for assisting clients to review their achievements how often progress and achievements should be reviewed what types of progress review should take place 2 Confirm the course of action that was taken d how to establish the courses of action that were undertaken 3 Review the key objectives and stages of the course of action 4 Identify and agree with clients the objectives that have been achieved and those that have not 5 Review the suitability of the methods used by clients to implement the course of action e f g h i j k how to review key objectives and stages why it is important to identify achievements how to identify the achievements what the indications are that objectives have not been achieved which methods are used for implementing different courses of action why different methods might be suitable for different clients what types of problems can be encountered by different clients using different methods 6 Identify the methods that were most effective l how to assess the effectiveness of different methods m which methods can be effective for different clients 7 Identify any issues faced during the implementation of the course of action 8 Comply with all relevant legislation, codes of practice, guidelines, and ethical requirements n o p q r s t what types of issue could occur what actions can be taken to address them what the implications are of not addressing the issues what the relevant national, local, professional, and organisational requirements are that relate to equal opportunities, discrimination, health and safety, security, confidentiality, and data protection why it is important to comply with different requirements what the consequences are of not complying with different requirements how to obtain information on the requirements

24 9 Provide suitable opportunities for clients to obtain feedback on progress u what the procedures are for checking progress v how often progress should be reviewed w what types of feedback should be provided

25 Unit Evidence Requirements Qualification Title: Advice and Guidance Unit Number: AG 8 Unit Title: Advocate on behalf of advice and guidance clients Evidence Requirements for this unit: You must provide your assessor with evidence for all the performance criteria and all the knowledge The evidence must be provided in the following ways taking into account any of the special considerations below Special Considerations: Simulation is not permitted for this unit The nature of this unit means that all of your evidence must come from real work activities. The evidence must reflect, at all times, the policies and procedures of the workplace, as linked to current legislation and the values and principles for good practice in advice and guidance services. Sources of performance and knowledge evidence: Your assessor will identify the most reliable and efficient mix of evidence gathering methods from the list below. This will ensure that all the performance criteria and knowledge requirements are met and that the consistency of your performance can be established. Observation is the most reliable and efficient assessment/ evidence gathering method. For this reason your assessor is likely to use it wherever appropriate. A well planned observation can provide most of the evidence for the performance criteria in all the elements in the unit. Your assessor will also decide what knowledge and understanding you have demonstrated through your performance. Witness Testimony: Occupational experts, colleagues, allied professionals and clients may be able to provide testimony of your performance. Your assessor will help you to identify the appropriate use of witnesses. Work Products: These are non-confidential records made, or contributed to, by you, e.g. directory of services. Confidential Records: These may be used as evidence but must not be placed in your portfolio. They must remain in their usual location and be referred to in the assessor records in your portfolio e.g. case notes, presentation papers. Questioning: Questions may be oral or written. In each case the question and your answer will need to be recorded.

26 Professional discussion: This should be in the form of a structured review of your practice with the outcomes captured by means of audiotape or a written summary. These are particularly useful to provide evidence that you know and understand principles which support practice; policies, procedures and legislation, and that you can critically evaluate their application e.g. Key considerations when developing a presentation. Original Certificates: Certificates of training and records of attendance must be authentic, current and valid. Your assessor will also want to check the content of such training so that this can be matched to the standards and check that you have retained and can apply learning to practice. Case Studies, projects, assignments and candidate/reflective accounts of your work: These methods are most appropriately used to cover any outstanding areas in the knowledge requirement of your qualification. Occasionally, because an event happens rarely or may be difficult to observe, you may be able to use a candidate/ reflective account to provide some of the performance evidence for this unit e.g. what impact will the Carers and Equal Opportunities Act, April 2006 have on preparing for advocacy. Similarly for any successive/replacement legislation.

27 Unit AG 8 Element 8.1 Advocate on behalf of advice and guidance clients Prepare for the advocacy You must be able to (performance criteria) 1 Review all relevant information on the requirements of the clients 2 Clarify with clients any additional information that might be required 3 Confirm who should be contacted to pursue the interests of clients 4 Identify the key aspects of clients requirements that will feature in the discussions and debates You must know (knowledge specification) a b c d e f g h i how to obtain accurate information on the requirements of clients how to check the relevance of the information how to contact clients what types of further information might be necessary which services or people are usually contacted who represents the services or people how to isolate the key aspects of clients requirements what types of discussions and debates could occur how decisions are agreed between the parties 5 Assess the potential results of the advocacy j what the results of previous similar advocacy are 6 Record details of the advocacy in the appropriate systems 7 Comply with all relevant legislation, codes of practice, guidelines, and ethical requirements k l the systems are for recording advocacy, and the procedures relating to their use why it is important to use those systems m the relevant national, local, professional, and organisational requirements relating to equal opportunities, discrimination, health and safety, security, confidentiality, and data protection n why it is important to comply with different requirements o) what the consequences are of not complying with different requirements p how to obtain information on the requirements

28 Unit AG 8 Element 8.2 Advocate on behalf of advice and guidance clients Present clients interests You must be able to (performance criteria) 1 Ensure all relevant people, documentation, and associated materials are available for the presentation 2 Provide the correct information to all relevant people according to the agreed time scales 3 Ensure oral and written presentations are clear and effective 4 Present clients interests in a way that emphasises the key aspects and how it affects clients 5 Identify any errors or contradictions in the information relating to clients 6 Identify clearly the issues presented by others and offer constructive suggestions for their resolution 7 Identify any problems with the advocacy and take appropriate action to address them 8 Comply with all relevant legislation, codes of practice, guidelines, and ethical requirements You must know (knowledge specification) a b c d e f g h i j k l what and who should be available at different stages of the presentation who requires information what type of information is required what information should be included in the presentations and how it should be presented the types of key aspect that should be emphasised and how to emphasise them why it is important to check for errors or contradictions what types of errors or contradictions could occur what types of issues could emerge how these types of issue have been resolved before the types of problem that could occur what actions can be taken to address them why it is important to address problems m what the implications are of not addressing the problems n o p q what the relevant national, local, professional, and organizational requirements are that relate to equal opportunities, discrimination, health and safety, security, confidentiality, and data protection why it is important to comply with different requirements what the consequences are of not complying with different requirements how to obtain information on the requirements

29 Unit Evidence Requirements Qualification Title: Unit Number: Unit Title: Advice and Guidance AG9 Prepare to represent advice and guidance clients in formal proceedings Evidence Requirements for this unit: You must provide your assessor with evidence for all the performance criteria and all the knowledge. The evidence must be provided in the following ways taking into account any of the special considerations below Special Considerations: Simulation is not permitted for this unit The nature of this unit means that all of your evidence must come from real work activities. The evidence must reflect, at all times, the policies and procedures of the workplace, as linked to current legislation and the values and principles for good practice in advice and guidance services. Sources of performance and knowledge evidence: Your assessor will identify the most reliable and efficient mix of evidence gathering methods from the list below. This will ensure that all the performance criteria and knowledge requirements are met and that the consistency of your performance can be established. Observation is the most reliable and efficient assessment/ evidence gathering method. For this reason your assessor is likely to use it wherever appropriate. A well planned observation can provide most of the evidence for the performance criteria in all the elements in the unit. Your assessor will also decide what knowledge and understanding you have demonstrated through your performance. Witness Testimony Occupational experts, colleagues, allied professionals and clients may be able to provide testimony of your performance. Your assessor will help you to identify the appropriate use of witnesses. Work Products: These are non-confidential records made, or contributed to, by you, e.g. procedural guidance. Confidential Records: These may be used as evidence but must not be placed in your portfolio. They must remain in their usual location and be referred to in the assessor records in your portfolio e.g. case notes, presentation papers, agreements, records. Questioning: Questions may be oral or written. In each case the question and your answer will

30 need to be recorded. Professional discussion: This should be in the form of a structured review of your practice with the outcomes captured by means of audiotape or a written summary. These are particularly useful to provide evidence that you know and understand principles which support practice; policies, procedures and legislation, and that you can critically evaluate their application e.g. Different types of approaches that could be used for presenting the client s case and what influences choice. Original Certificates: Certificates of training, and records of attendance must be authentic, current and valid. Your assessor will also want to check the content of such training so that this can be matched to the standards and check that you have retained and can apply learning to practice. Case Studies, projects, assignments and candidate/reflective accounts of your work: These methods are most appropriately used to cover any outstanding areas in the knowledge requirement of your qualification. Occasionally, because an event happens rarely or may be difficult to observe, you may be able to use a candidate/ reflective account to provide some of the performance evidence for this unit e.g. Compilation of accurate information on the case and the importance of using appropriate recording systems.

31 Unit AG 9 Element 9.1 Prepare to represent advice and guidance clients in formal proceedings Prepare clients for the formal proceedings You must be able to (performance criteria) 1 Explain to clients clearly the roles and responsibilities of those involved in the formal proceedings 2 Describe clearly to clients the potential advantages and disadvantages of the formal proceedings 3 Describe clearly the stages, time scales, and any cost implications of the formal proceedings You must know (knowledge specification) a b c d e f what is involved in different types of formal proceedings what the roles and responsibilities are of different organisations and people what the potential advantages and disadvantages are of different types of formal proceedings what difficulties there might be in achieving the requirements of clients the stages and time scales of different types of formal proceedings the cost implications to all relevant parties 4 Outline the expected outcomes of each stage of the representation g how each stage of the proceedings contributes to the overall process 5 Inform clients of the type of information that is used during the formal proceedings 6 Inform clients of the nature of the arguments that will be used to pursue a case 7 Confirm the understanding of clients and secure their formal agreement for their representation to commence 8 Provide clients with any additional relevant information they might require h the type of information used during different formal proceedings i what types of argument could be used j who is involved in making the final decision k how to confirm the understanding of clients l why it is important to receive the formal agreement of clients m which documents and procedures should be completed n what types of additional information is required by different clients

32 Unit AG 9 Element 9.2 Prepare to represent advice and guidance clients in formal proceedings Prepare information for the formal proceedings You must be able to (performance criteria) 1 Confirm the parties who are involved in the case 2 Obtain clear and accurate information on the case 3 Ensure information is disclosed according to established procedures 4 Clarify with clients any additional information that might be required 5 Identify any aspects of the case that might lead to a reconsideration of its outcomes 6 Confirm the formal proceedings where the case will be heard and identify which parties are involved 7 Record details of the case in the appropriate systems 8 Comply with all relevant legislation, codes of practice, guidelines, and ethical requirements You must know (knowledge specification) a b c d e f g h i j k l how to obtain information on the different parties involved how to obtain accurate information how to check the validity of the information what types of information should be disclosed who should receive the information who should provide information how to contact clients what types of further information might be necessary the types of aspects which might be identified what other courses of action could be adopted which proceedings could be used who represents the different parties involved m which systems are used for recording cases and the procedures relating to the use of those systems n o p q r why it is important to use those systems the relevant national, local, professional, and organisational requirements that relate to equal opportunities, discrimination, health and safety, security, confidentiality, and data protection why it is important to comply with different requirements what the consequences are of not complying with different requirements how to obtain information on the requirements