ASSESSMENT TOOL & MAPPING DOCUMENT. Evidence to support assessments tasks address unit/standard

Transcription

1 ASSESSMENT TOOL & MAPPING DOCUMENT INDEX ASSESSMENT PLAN: MAPPING DOCUMENT: ASSESSMENT TASKS: Overview of the assessment process Evidence to support assessments tasks address unit/standard Observation Checklist Questionnaire Portfolio Third Party report ASSESSMENT RECORD: Record of assessment decision THIS ASSESSMENT TOOL & MAPPING DOCUMENT RELATES TO: TRAINING PACKAGE: SHB: Hairdressing & Beauty Services Training package QUALIFICATION: Certificate II in Salon Assistant UNIT OF COMPETENCY/S: SHBXCCS003: Greet and prepare clients for salon services DEVELOPED BY: Joe Bloggs DATE: 15 April 2016

2 ASSESSMENT PLAN Overview of this assessment process Qualification or Competency Code and Name SHBXCCS003: Greet and prepare clients for salon services This Assessment plan is to be completed with the assessor. Your assessor will discuss the following areas with you. They should be ticked off once you are confident that you have understood the information and procedures regarding this assessment. Purpose and outcomes of the assessment process Relevant units of competency Appeals process Confidentiality and security of information Special needs/additional information Candidate s Name Assessor s Name Employer Contact Details Location of Assessment Assessment Date Industry Specialist if required. Joe Bloggs Salon Ink Salon Ink Senior stylist Phone No. Phone No. Phone No. Time Purpose of Assessment: To provide evidence to show competence in the unit SHBXCCS003: Greet and prepare clients for salon services in a hairdressing environment. This is unit one of twelve units required to work towards Certificate II in Salon Assistant. Qualification and/or Unit of Competency: CODE: SHBXCCS003: NAME Greet and prepare clients for salon services Conditions of Assessment (Context): The assessment will be conducted in the training salon at the Academy of Hair. The candidate will have two weeks to prepare and practice knowledge for these elements. Assessment Instructions to the candidate: You will need to successfully complete a practical and written exam on the day of assessment. Your client on the day will have a set of verbal questions that must be answered to demonstrate knowledge. Within your training package you will have an overview of the assessment, please read each key point in order to be prepared for the assessment.

3 ASSESSMENT INSTRUMENTS: Methods of Assessment Portfolio Questionnaire - Oral or written to assess underpinning knowledge Brief Description of Tasks required during the gathering or evidence or during assessment. To demonstrate competence in this unit you are required to complete the following assessment tasks: Providing evidence from different sources, such as clients and work colleagues, stating your ability in performing relevant procedures as detailed in the portfolio checklist Questions to address knowledge evidence relating to: The range of services offered by the salon Relevant health regulations Salon procedures Observation/Performance Checklists for demonstration practical skills Third party/supervisors report Resource requirements for assessment: Observation in the workplace on performance evidence to: Providing services to clients Preparing clients for services from the salon range Manager/Supervisor to complete report to provide evidence to support consistency in performance evidence. For the Assessment of this unit of competency the following resources may be required: A salon or a simulated salon environment that includes a range of work situations such as client interruptions and involvement in other related activities normally expected in the salon A fully equipped salon which includes as a minimum: A fully functional client reception area Fully equipped work stations suitable for the services offered which may include: Shampoo Hair and scalp treatments Haircutting Hair design Hair colouring Hair lightening Reformation Straightening and relaxing services A supply of clean towels A supply of clean client gowns or wraps Relevant documentation, such as salon health and safety procedures A range of clients for a variety of hairdressing services A senior operator for each service. Allowable Adjustments: The written exam can be oral instead of written. Additional time may be given if required. Date of assessment: Assessment will take place at a mutually agreed time between the candidate and the assessor. DATE

4 Assessor/s signature: In signing this form the candidate acknowledges that the assessment plan has been fully explained and s/he understands and agrees to the assessment process as described above. Candidate s signature: Supplementary Evidence (to be provided by candidate as agreed upon)

5 MAPPING DOCUMENT FOR UNIT OF COMPETENCY (Ensures your assessment instruments collect sufficient evidence) Unit of competency Name and Code: AQF Level/Qualification: SHBXCCS003: Greet and prepare clients for salon services Certificate level II Created by / Date Joe Bloggs / April 2016 Assessment Summary (Legend: Assessment instrument names) Evidence Number / Description Purpose Assessment Instrument name Assessor observation Demonstrating customer service and preparation of client for salon services 2. Written or verbal questions 20 short answer questions Knowledge of services offered by the salon, knowledge of salon service and relevant health regulations Customer and colleague feedback To provide confirmation from different sources to confirm working Third party report signed by workplace supervisor consistently to standard required Supervisor to complete a third party report on ability to work within the organisation s requirements Mapping Information (Map your assessment instruments against the required outcomes) Element Number Element Name Performance Criteria Evidence Number / Assessment Name. 1.1 Welcome Welcome client promptly, warmly and arriving clients by name, if known, according to organisational procedures. 1.2 Focus attention completely on the client. 1.3 Advise client of waiting time for commencement of service 1.4 Make client comfortable and offer beverages and reading material 1.5 Notify senior operator of client s arrival. 2.1 Prepare clients for senior operators. Show client to relevant service area and ensure the client is safely and comfortably seated. 2.2 Advise client that senior operator will consult with client prior to service

6 2.3 Confirm, with senior operator, service to be provided 2.4 Select and apply clean wraps and towels of suitable size for client and to suit planned service 2.5 Check client comfort and offer additional beverages and reading material. 2. Questionnaire Q7 PERFORMANCE EVIDENCE Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, Follow organisational procedures for meeting and greeting clients and preparing them for service over four two hour work periods Across these work periods, cumulatively prepare clients for at least four different treatments or services and consistently follow senior operators instructions. 2. Questionnaire FOUNDATION SKILLS Reading Skills to: Interpret organisational procedures for meeting and greeting clients and preparing for service Oral communication skills to: Ask open and closed probing questions and actively listen to clarify and confirm service instructions and check client comfort 2. Questionnaire 2. Questionnaire KNOWLEDGE EVIDENCE Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit: Overview of the range of treatments and services offered by the salon to prepare clients for each Features and functions of the salon booking system to interpret details of client bookings Organisational procedures for meeting and greeting clients and preparing for service ASSESSMENT CONDITIONS Skills must be demonstrated in a personal services environment, this can be: - a beauty, hairdressing or barbering industry workplace or - a simulated beauty, hairdressing or barbering workplace, set up for the purpose of skills assessment that provides services to paying members of the public Assessment must ensure use of: 2. Questionnaire 2. Questionnaire 2. Questionnaire

7 - A senior operator form whom the individual can take instruction - Paying clients with different service requirements - Sufficient customer traffic to allow for prioritisation of tasks so the customers are services effectively in a logical sequence - A client reception area with a reception desk, client booking system and client waiting chairs - beauty treatment, hairdressing or barbering services workstations with one adjustable client services chair per workstation - Clean client gowns or wraps and clean client towels, tea/coffee making facilities/beverages and a range of reading materials - Organisational procedures for meeting and greeting clients and preparing for service. 2. Questionnaire Dimensions of Competency Task Skill Task Management Skill Job role/environment Skill Contingency Management Skill Transfer Skill 2. Questionnaire Q1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, Questionnaire Q 2, 3, 4, 5, 6, 7, 8, 9, 10,11, Questionnaire Q5 2. Questionnaire

8 ASSESSMENT INSTRUMENTS / TASKS OBSERVATION RECORD Candidate name: Assessor name: Unit of competency: Workplace context Joe Bloggs SHBXCCS003: Greet and prepare clients for salon services Salon Ink Date of assessment: Brief description of task: Candidate will be observed for two (2) hours in the workplace, demonstrating ability to greet and prepare clients for salon services Did the candidate perform the following skills: Yes No Comments Welcome arriving clients in a prompt and warm manner Was the client greeted by name? Make client comfortable in waiting area and indicate how long until their service would begin Offer beverages and reading material to client Notify correct member of staff of clients arrival Focus attention on client by interacting with client Shows client to seating area for stylist consultation Was client taken to the basin area for Hair & scalp treatment? Were all clients prepared for consultation first? When the client has chemical reformation, straightening or relaxing of the hair. Was the client gowned and a towel place around the shoulders and tucked into neck are and an additional towel placed around the front and secured. Was the client gowned and prepared with a neck towel before the hair and scalp treatment started? Did the candidate confirm the client s service and confirm who will be providing the service? Was a correct and clean gown always selected? Does the client interact well with clients? Does the candidate follow direction well from senior stylists and staff?

9 Does the candidate use the appointment booking system to confirm client was booked in for the right service? Check client is comfortable and answer any questions the client may have regarding the treatment When the client is prepared for haircutting service, is the client gowned and a leather collar placed around clients neck? Prepares hairstyle magazines for a client looking for a new hair design. When preparing the client for hair colouring and lightening services, is the client gowned with one full length gown and a shorter cape over the top to protect the colour from damaging the clients clothing. The candidate s performance was: Competent Not Yet Competent Feedback to candidate This signature confirms candidate agreement that the above record is a true reflection of the task performed. Candidate signature: This signature confirms that the candidate has demonstrated competence in the practical performance and theoretical understanding of the observed task. Assessor signature:

10 QUESTIONNAIRE Unit of Competency Code and Name: SHBXCCS003: Greet and prepare clients for salon services Questions assessed (please select) Oral / Written Candidate Name: Assessor Name: Workplace or RTO: Joe Bloggs Work place, Salon Ink Conditions: (eg. On or off the job) Questions Q1 Why is it important to greet the client warmly? Two hours assessment, on job conditions Q2 Why is it important to notify the client how long they will wait before the service starts? Q3 Why should you offer the client a beverage? Q4 Why is there a consultation between client and Stylist? Q5 How would you deal with a customer complaint? Q6 Why is it important to know about all the services the salon has to offer? Q7 Why is it important to check that every gown and towel used on clients is clean? Q8 Does your salon offer hair colouring? If so what services are on offer? Q9 If a client came in for a hair and scalp treatment, which service area would you take the client to? And how would you prepare the client? Q10 If the client arrives for her appointment at 10.30am and is having a colour cut and blow dry, the expected time frame is 2 and half hours, at what time could the client expect to leave the salon? Satisfactory Yes No Q11If the client arrived for a blow dry only and has decided she wants her colour done, would you A. tell the client no you did not book for this service, B. check with the stylist and let her determine whether she is available. C. Happily say yes to client Q12.The client is finished and needs to pay her bill her services were full head colour costing $85, a cut and blow dry costing $45 and she wants to buy a bottle of recommended conditioner costing $19 what is her total bill? Q13. Why is a leather collar used over the gown when preparing for haircutting services? Q14. How would your prepare a client for colour of lightening services and why? Q15. Are chemical reformation, straightening and relaxing all the same service? And are they gowned in the same way? Q16. When a client comes in for a consultation with a stylist for a new hair design, how could you assist?

11 Q17. How do you know if the client is comfortable? Q18.why is it important to communicate with the correct service provider on the arrival of client and when the client is prepared for service? Q19. Why is it important to use the client s name? Q20. Why is it important to listen carefully to the advice given to you by senior stylists? ASSESSOR/OFFICE USE ONLY: The candidate s underpinning knowledge was: Competent Signed by the assessor: Signed by the Candidate Not Yet Competent Feedback to candidate: Acceptable answers are: Q1 First impression and experience starts with the welcome. Q2 The client may have limited time and being upfront prevents complaints. Q3 One it is polite and secondly the client could be in for a service that can take a few hours. Q4 To discuss clients desired service and desired outcome. Q5 Be polite and get Manager or senior member of staff. Q6 To be able to explain and recommend services to the client. Q7 In case the gown or towel has lotion or colouring that may stain clients clothing and for hygiene reasons. Q8 Yes, we off permanent tinting, semi permanent and different forms of high and low lighting techniques Q9 I would take the client to the Basin service area. I would prepare client with a gown and towel around the back of client s neck. Q10 The client could expect to leave the salon at approximately 1pm. Q11 B I would check with the stylist before confirming with the client either way. Q12 Her total bill is $149. Q13 The leather collar prevents the cut hair from going down the client s neck, making the client uncomfortable. Q14 I would take the client to the colour station, there I would select the base gown that all clients wear and then add the short colour protector cape. Q15 Each of these services off a different out come for the hair, however these processes all take place in each stylist service area and are all gowned in the same way, with base gown and two towels one round the back of clients neck and one round the front. Q16 I could assist by showing the client the hairstyle magazines and the salon portfolio album. Q17 I would ask the client if everything is ok for them. Q18 The service provider for each client must be advised on the client s arrival, this will help to keep to a time schedule. Also when the client is prepared for service the service provider needs to know the client is ready in order to start promptly. Q19 Using the clients name makes the client feel very welcome and important. Q20 The senior stylists have a lot of knowledge and experience to learn from.

12 Unit Code and Name: SHBXCCS003: Greet and prepare clients for salon services PORTFOLIO OF EVIDENCE AQF Level/Qualification certificate level II AQF Candidates Name: Assessors Name: Joe Bloggs Referee to confirm documentation: Name: Date submitted: Date portfolio received: Contact No. Detail below clear instructions for portfolio evidence: You will need to provide one supervisor report and two client feedback letters and a senior stylist report to show evidence that all areas of the unit are being met from a clients view a work college and supervisors view. This information needs to be collected over a two week time scale prior to your assessment date Portfolio Content: Satisfactory Not satisfactory Supervisor review Client feedback 1 Client feedback 2 Senior Stylist BENCHMARK INFORMATION: Supervisor review & Senior stylist: Welcomes client in appropriate manner Makes client comfortable and offers client a beverage Greet clients warmly Interacts well with clients and shows interest in the client Communicates well with other staff and follows instructions from senior staff Can read the appointment book to check on services required by clients Shows clients to correct service stations for selected treatments Uses the correct gowning system for the services provided in the salon: Hair & scalp treatments Haircutting Hair colouring & lightening Chemical reformation, straightening &relaxing

13 Hygiene is priority when preparing client for services Communicates good knowledge of services on offer in the salon Client feedback benchmarks: Felt they were welcomed to the salon promptly and warmly Client was greeted by his/her name Was the client offered a beverage and magazines Did the candidate engage with the client Was the client advised as to how long before services would start Was the client taken to service area and made comfortable Did the candidate gown you in preparation of your service Overall was the client happy with the welcoming and preparing for service Were all tasks managed successfully Feedback to Candidate: Notes for reassessment: Candidate signature: Assessor signature:

14 THIRD PARTY REPORT Name of candidate: Confidential RTO: Unit(s) of competency: SHBXCCS003: Greet and prepare clients for salon services As part of the assessment for the units of competency, we are seeking evidence to support a judgement about the candidate s competence. To assist in providing evidence we are seeking reports and feedback from supervisor/s and other people who work closely with the candidate. Name of supervisor: Workplace: Address: Phone: Have you read the units of competency that you are commenting on? Has the assessor explained the purpose of the candidate's assessment? Are you aware that the candidate will see a copy of this form? Yes Yes Yes No No No Are you willing to be contacted should further verification of this statement be required? Yes No What is your relationship to the candidate? How long have you worked with the person being assessed? How closely do you work with the candidate in the area being assessed? What are your technical experience and/or qualification(s) in the area being assessed? (Include any assessment or training qualifications.) Does the Candidate consistently perform the following Does the candidate welcome clients promptly and warmly? Yes No

15 Does the candidate communicate with client about how long it will be before service starts? Does the candidate off all clients a beverage? Does the candidate notifying senior operators of client s arrival? Does the candidate confirm the service required by client in order to be seated in correct service area? Does the candidate understand and use clean and correct gown towel for service? When the candidate is asked a question about service from the client, does the candidate answer the question confidently or clearly? Does the candidate demonstrate good knowledge on hair services performed in your salon? Is the candidate always well presented for work? Is the candidate following the relevant health and safety procedures? Preparing client for services: Hair & scalp treatments Haircutting Hair design Hair colouring & lightening Chemical reformation, straightening & relaxing Can the candidate use the appointment system to see clients name and service required? Does the candidate follow verbal instructions from other members of staff? Makes sure clients are comfortable Overall, do you believe the candidate performs to the standard required by the units of competency on a consistent basis? Detail any competencies or standards or further training that may be needed for the candidate: Any other comments: Supervisor signature: Candidates signature: Assessors signature:

16 ASSESSMENT RECORD (Summary of results) Candidate Name: Position: Trainee Hairdresser Employer: Manager/Supervisor: Assessor s name: Joe Bloggs Assessor s signature: Assessment date: Training Package / Qualification: Certificate II in Salon Assistant Unit/s of competency information: Code: SHBXCCS003 Title: Greet and prepare clients for salon services ASSESSMENT TASKS REQUIRED Satisfactory Yes No Observation Questionnaire Portfolio Third party report Final Result Indicate if Competent or NOT Yet Competent Re-assessment required Gaps in performance: Detail further evidence/training required Feedback and future action Feedback provided to candidate: Future Learning pathway suggested: Competent / Not Yet Competent Yes No Assessor signature: Candidate signature: Candidate signature confirms understanding and agreement with the feedback