VCQ Assessment Record for

Transcription

1 VCQ Assessment Record for IMI QUALIFICATION IMI Level 3 Diploma for Assessors of Accident Damaged Vehicles I.D: 600/7971/X To be read with Learner Guidance and Written Assignments For assessors only: Assessor and Verifier Guidance / Version 1

2 CENTRE INFORMATION Please be aware that any legislation referred to in this qualification may be subject to amendment/s during the life of this qualification. Therefore IMI Approved Centres must ensure they are aware of and comply with any amendments, e.g. to health and safety legislation and employment practices. Please be aware that vehicle technologies referred to in this qualification reflect current practice, but may be subject to amendment/s, updates and replacements during the life of this qualification. Therefore IMI Approved Centres must ensure they are aware of the latest developments and emerging technologies to ensure the currency of this qualification. Please note: the relevance of the information contained in the unit content will vary depending upon the vehicle types being worked upon. The unit content is for guidance only and is not meant to be prescriptive IMI All rights reserved. No part of this publication may be reproduced, stored in retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior written permission of IMI Requests should be made in writing and addressed to: Institute of the Motor Industry (IMI) Fanshaws, Brickendon, Hertford SG13 8PQ

3 CONTACT SHEET AADV L3 Assessment Record Learner Name: Learner Registration No: Learner Address: Learner Tel No: Learner Employer Contact: Employer Name & Address: Employer Tel No: Please complete as appropriate: Witness Name: Witness Job Title: Witness Signature: Witness Name: Witness Job Title: Witness Signature: Witness Name: Witness Job Title: Witness Signature: Witness Name: Witness Job Title: Witness Signature: Assessor Name: Assessor Signature: Assessor Name: Assessor Signature: Assessor Name: Assessor Signature: Internal Verifier Name: Internal Verifier Signature: Internal Verifier Name: Internal Verifier Signature: 3

4 IMI Level 3 Diploma for Assessors of Accident Damaged Vehicles OFQUAL I.D: 600/7971/X This qualification consists of 4 Mandatory Units, 12 Mandatory Specialist Units and 2 Additional Units. All units are either Competency (C) or Knowledge (K) Units. Most of the C or K units are combined to form a topic set, except AADV06 and BP26K. In order to pass the qualification, learners must achieve a minimum of 87 credits from Groups A and B only (a minimum of 59 credits must be at Level 3 or above): Group A: 18 credits from the 4 Mandatory Units. Group B: 69 credits from the Mandatory Specialist Units. Group C: No credits required from Additional Units, but may be taken if desired. Please note that every knowledge unit has an online test and the test number is the same as the set ref. Note: Assessments The table below clarifies what IMI assessments are available for each unit, and whether these assessments are mandatory (M) or optional (O) for the selected unit. The key below details the style of assessment/s: W = Written Assignments T = On-line tests Group A: Mandatory Units Set Ref: Unit Code, Title and ID Number GLH G0102 G3 G0102C Competency in Health, Safety and Good Housekeeping in the Automotive Environment (A/601/6338) G0102K Knowledge of Health, Safety and Good Housekeeping in the Automotive Environment (D/601/6171) G3C Competency in Supporting Job Roles in the Automotive Work Environment (K/601/6366) G3K Knowledge of Support for Job Roles in the Automotive Work Environment (T/601/6175) Unit Level Credit Value Assessments W O M T M (30) M (30) 4

5 GROUP B: Mandatory Specialist Units Set Ref: Unit Code, Title and ID Number GLH AADV01 AADV02 AADV03.1 AADV03.2 AADV03.3 AADV06 BP26K GROUP C: Additional Units AADV01C - Competency in Establishing and Recording Different Types of Customers and Their Needs (M/504/5745) AADV01K - Knowledge of Establishing Different Types of Customer and Understanding Their Needs (J/504/5749) AADV02C - Competency in Establishing and Recording Vehicle Data (Y/504/5755) AADV02K - Knowledge of Establishing and Recording Vehicle Data (M/504/5759) AADV03.1C - Competency in Appraising Vehicle Damage (T/504/5763) AADV03.1K - Knowledge of Appraising Vehicle Damage (F/504/5765) AADV03.2C - Competency in Establishing Correct Repair Methods (Y/504/5769) AADV03.2K - Knowledge of Establishing Correct Repair Methods (H/504/5774) AADV03.3C - Competency in Estimating Costs (F/504/5779) AADV03.3K - Knowledge of Estimating Costs (A/504/5781) AADV06K - Knowledge of Vehicle Salvage Categorisation (F/504/5782) BP26K Knowledge of Motor Vehicle Construction and Materials (A/601/5450) Set Ref: Unit Code, Title and ID Number GLH AADV0405 AADV0405C Competency in Appraising and Valuing Vehicles for Pre-Accident Condition (H/504/5466) AADV0405K Knowledge of Appraising and Valuing Vehicles for Pre-Accident Condition (L/504/5476) Unit Level Credit Value M O M M M O O Unit Level Credit Value M Assessments W T M (20) M (20) M (20) M (20) M (20) M (20) M (30) Assessments W T M (20) 5

6 Learner Name:.. UNIT REF: G0102C UNIT TITLE: COMPETENCY IN HEALTH, SAFETY AND GOOD HOUSEKEEPING IN THE AUTOMOTIVE ENVIRONMENT Level: 2 Route: Competence Credit Value: 7 GLH: 60 Mapping: This unit is mapped to the IMI NOS G1 and G2 Rationale: This unit will enable the learner to develop competency in order to carry out day to day work area cleaning, clearing away, dealing with spillages and disposal of waste, used materials and debris. Identify hazards and risks in the automotive environment and complying with relevant legislation and good practice and work safely at all times within the automotive environment, both as an individual and with others. LEARNING OUTCOMES The Learner will: 1. Be able to use correct personal and vehicle protection within the automotive environment 2. Be able to carry out effective housekeeping practices in the automotive environment ASSESSMENT CRITERIA The Learner can: 1.1. Select and use personal protective equipment throughout activities. To include appropriate protection of: a eyes b ears c head d skin e feet f hands g lungs 1.2. Select and use vehicle protective equipment throughout all activities Select and use cleaning equipment which is of the right type and suitable for the task Use utilities and appropriate consumables, avoiding waste 2.3. Use materials and equipment to carry out cleaning and maintenance duties in allocated work areas, following automotive work environment policies, schedules and manufacturers instructions 2.4. Perform housekeeping activities safely and in a way which minimizes inconvenience to customers and staff Keep the work area clean and free from debris and waste materials Keep tools and equipment fit for purpose by regular cleaning and keeping tidy 2.7. Dispose of used cleaning agents, waste materials and debris to comply with legal and workplace requirements. Ref No Date 6

7 Learner Name:.. 3. Be able to recognise and deal with dangers in order to work safely within the automotive workplace 3.1. Name and locate the responsible persons for health and safety in their relevant workplace 3.2. Identify and report working practices and hazards which could be harmful to themselves or others 3.3. Carry out safe working practices whilst working with equipment, materials and products in the automotive environment 4. Be able to conduct themselves responsibly 3.4. Rectify health and safety risks encountered at work, within the scope and capability of their job role 4.1. Show personal conduct in the workplace which does not endanger the health and safety of themselves or others 4.2. Display suitable personal presentation at work which ensures the health and safety of themselves and others at work ASSESSOR SIGNATURE: PIN NO: DATE: 7

8 EVIDENCE REQUIREMENTS G0102C 1. You must produce evidence of use of personal and vehicle protection, cleaning the work environment and disposal of waste on 3 separate occasions. 2. You must be observed by your assessor on at least 1 occasion carrying out the above. 3. You must produce evidence of identifying risks which may result from at least 2 of the items listed below: Evidence Ref: Observation Ref: Evidence Ref: the use and maintenance of machinery or equipment the use of materials or substances working practices which do not conform to laid down policies unsafe behaviour accidental breakages and spillages environmental factors 4. You must be observed by your assessor on at least 1 occasion carrying out the above. 5. You must produce evidence of following at least 4 of the workplace policies listed below: the use of safe working methods and equipment Observation Ref Evidence Ref the safe use of hazardous substances smoking, eating, drinking and drugs what to do in the event of an emergency personal presentation 6. You must be observed by your assessor following workplace policies on at least 1 occasion Observation Ref ASSESSOR SIGNATURE: PIN NO: DATE: 8

9 UNIT REF: G0102K UNIT TITLE: KNOWLEDGE OF HEALTH, SAFETY AND GOOD HOUSEKEEPING IN THE AUTOMOTIVE ENVIRONMENT Level: 2 Route: Knowledge Credit Value: 3 GLH: 30 Mapping: This unit is mapped to the IMI NOS G1 and G2 Rationale: This unit enables the learner to develop an understanding of routine maintenance and cleaning of the automotive environment and using resources economically and health and safety legislation and duties of everyone in the motor vehicle environment. It will provide an appreciation of significant risks in the automotive environment and how to identify and deal with them. Once completed the learner will be able to identify hazards and evaluate and reduce risk. LEARNING OUTCOMES The Learner will: 1. Understand the correct personal and vehicle protective equipment to be used within the automotive environment 2. Understand effective housekeeping practices in the automotive environment ASSESSMENT CRITERIA The Learner can: 1.1. Explain the importance of wearing the types of PPE required for a range automotive repair activities 1.2. Identify vehicle protective equipment for a range of repair activities 1.3. Describe vehicle and personal safety considerations when working at the roadside 2.1. Describe why the automotive environment should be properly cleaned and maintained Describe requirements and systems which may be put in place to ensure a clean automotive environment Describe how to minimise waste when using utilities and consumables 2.4. State the procedures and precautions necessary when cleaning and maintaining an automotive environment Describe the selection and use of cleaning equipment when dealing with general cleaning, spillages and leaks in the automotive environment Describe procedures for correct disposal of waste materials from an automotive environment 2.7. Describe procedures for starting and ending the working day which ensure effective housekeeping practices are followed 9

10 3. Understand key health and safety requirements relevant to the automotive environment 3.1. List the main legislation relating to automotive environment health and safety Describe the general legal duties of employers and employees required by current health and safety legislation 3.3. Describe key, current health and safety requirements relating to the automotive environment. 4. Understand about hazards and potential risks relevant to the automotive environment 3.4. Describe why workplace policies and procedures relating to health and safety are important 4.1. Identify key hazards and risks in an automotive environment 4.2. Describe policies and procedures for reporting hazards, risks, and health and safety matters in the automotive environment State precautions and procedures which need to be taken when working with vehicles, associated materials, tools and equipment Identify fire extinguishers in common use and which types of fire they should be used on 4.5. Identify key warning signs and their characteristics that are found in the vehicle repair environment State the meaning of common product warning labels used in an automotive environment. 5. Understand personal responsibilities 5.1. Explain the importance of personal conduct in maintaining the health and safety of the individual and others 5.2. Explain the importance of personal presentation in maintaining health safety and welfare 10

11 Content: Economic use of resources a Consumable materials e.g. grease, oils, split pins, locking and fastening devices etc. b Requirement to maintain work area effectively c Cleaning tools and equipment to maximise workplace efficiency. d Requirement to carry out the housekeeping activities safely and in a way that minimises inconvenience to customers and staff. e Risks involved when using solvents and detergents. f Advantages of good housekeeping. Spillages, leaks and waste materials a Relevance of safe systems of work to the storage and disposal of waste materials. b Requirement to store and dispose of waste, used materials and debris correctly. c Safe disposal of special / hazardous waste materials. d Advantages of recycling waste materials. e Dealing with spillages and leaks Basic legislative requirements a Provision and Use of Work Equipment Regulations b Power Presses Regulations c Pressure Systems and Transportable Gas Containers Regulations d Electricity at Work Regulations e Noise at Work Regulations f Manual Handling Operations Regulations g Health and Safety (Display Screen Equipment) Regulations h Abrasive Wheel Regulations. i Safe Working Loads. j Working at Height Regulations (2005) Routine maintenance of the workplace a Trainee s personal responsibilities and limits of their authority with regard to work equipment. b Risk assessment of the workplace activities and work equipment. c Workplace person responsible for training and maintenance of workplace equipment. d When and why safety equipment must be used. e Location of safety equipment. f Particular hazards associated with their work area and equipment. g Prohibited areas. h Plant and machinery that trainees must not use or operate. i Why and how faults on unsafe equipment should be reported. j Storing tools, equipment and products safely and appropriately. k Using the correct PPE. l Following manufacturer s recommendations. m Location of routine maintenance information e.g. electrical safety check log. Legislation relevant to Health and Safety a HASAWA b COSHH c EPA d Manual Handling Operations Regulations 1992 e PPE Regulations

12 Content: Contd General regulations to include an awareness of: a Health and Safety (Display Screen Equipment) Regulations 1992 b Health and Safety (First Aid) Regulations 1981 c Health and Safety (Safety Signs and Signals) Regulations 1996 d Health and Safety (Consultation with Employees) Regulations 1996 e Employers Liability (Compulsory Insurance) Act 1969 and Regulations 1998 f Confined Spaces Regulations 1997 g Noise at Work Regulations 1989 h Electricity at Work Regulations 1989 i Electricity (Safety) Regulations 1994 j Fire Precautions Act 1971 k Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1985 l Pressure Systems Safety Regulations 2000 m Waste Management 1991 n Dangerous Substances and Explosive Atmospheres Regulations (DSEAR) 2002 o Control of Asbestos at Work Regulations 2002 Legislative duties: a The purpose of a Health and Safety Policy. b The relevance of the Health and Safety Executive. c The relevance of an initial induction to Health and Safety requirements at your workplace. d General employee responsibilities under the HASAWA and the consequences of non-compliance. e General employer responsibilities under the HASAWA and the consequences of non-compliance. f The limits of authority with regard to Health and Safety within a personal job role. g Workplace procedure to be followed to report Health and Safety matters. Precautions to be taken when working with vehicles, workshop materials, tools and equipment including electrical safety, pneumatics and hydraulics a Accessing and interpreting safety information b Seeking advice when needed c Seeking assistance when required d Reporting of unsafe equipment e Storing tools, equipment and products safely and appropriately f Using the correct PPE g Following manufacturers recommendations h Following application procedures e.g. hazardous substances i The correct selection and use of extraction equipment 12

13 Content: PPE to include: a. Typical maintenance procedures for PPE equipment to include: i. typical maintenance log ii. cleaning procedures iii. filter maintenance iv. variation in glove types v. air quality checks b Choice and fitting procedures for masks and air breathing equipment. c. Typical workplace processes which would require the use of PPE to include: i. welding ii. sanding and grinding iii. filling iv. panel removal and replacement v. drilling vi. cutting vii. chiselling viii. removal of broken glass ix. removal of rubber seals from fire damaged vehicles x. removal of hypodermic needles xi. servicing activities xii. roadside recovery d. Unserviceable PPE. e. PPE required for a range automotive repair activities. To include appropriate protection of: i. eyes ii. ears iii. head iv. skin v. feet vi. hands vii. lungs Fire and extinguishers a. Classification of fire types b. Using a fire extinguisher effectively. c. Types of Extinguishers i. foam ii. dry powder iii. CO2 iv. water v. fire blanket Action to be taken in the event of a fire to include: a The procedure as: i. raise the alarm ii. fight fire only if appropriate iii. evacuate building iv. call for assistance Product warning labels to include: a. Reasons for placing warning labels on containers. b. Warning labels in common use, to include: i. toxic ii. corrosive iii. poisonous iv. harmful v. irritant vi. flammable vii. explosive 13

14 Content: contd Warning signs and notices a. Colours used for warning signs: i. red ii. blue iii. green b Shapes and meaning of warning signs: i. round ii. triangular iii. square c. The meaning of prohibitive warning signs in common use. d. The meaning of mandatory warning signs in common use. e. The meaning of warning notices in common use. f. General design of safe place warning signs. Hazards and risks to include: a. The difference between a risk and a hazard. b. Potential risks resulting from: i. the use and maintenance of machinery or equipment ii. the use of materials or substances iii. accidental breakages and spillages iv. unsafe behaviour v. working practices that do not conform to laid down policies vi. environmental factors vii. personal presentation viii. unauthorised personal, customers, contractors etc entering your work premises ix. working by the roadside x. vehicle recovery The employee s responsibilities in identifying and reporting risks within their working environment. a The method of reporting risks that is outside your limits of authority. b Potential causes of: i. fire ii. explosion iii. noise iv. harmful fumes v. slips vi. trips vii. falling objects viii. accidents whilst dealing with broken down vehicles Personal responsibilities a. The purpose of workplace policies and procedures on: i. the use of safe working methods and equipment ii. the safe use of hazardous substances iii. smoking, eating, drinking and drugs iv. emergency procedures v. personal appearance b. The importance of personal appearance in the control of health and safety. 14

15 Content: contd AADV L3 Assessment Record Action to be taken in the event of colleagues suffering accidents a. The typical sequence of events following the discovery of an accident such as: i. make the area safe ii. remove hazards if appropriate i.e. switch off power iii. administer minor first aid iv. take appropriate action to re-assure the injured party v. raise the alarm vi. get help vii. report on the accident b. Typical examples of first aid which can be administered by persons at the scene of an accident: i. check for consciousness ii. stem bleeding iii. keep the injured person s airways free iv. place in the recovery position if injured person is unconscious v. issue plasters for minor cuts vi. action to prevent shock i.e. keep the injured party warm vii. administer water for minor burns or chemical injuries viii. wash eyes with water to remove dust or ingress of chemicals (battery acid) ix. need to seek professional help for serious injuries c. Examples of bad practice which may result in further injury such as: i. moving the injured party ii. removing foreign objects from wounds or eyes iii. inducing vomiting iv. straightening deformed limbs 15

16 Learner Name:.. AADV L3 Assessment Record UNIT REF: G3C UNIT TITLE: COMPETENCY IN SUPPORTING JOB ROLES IN THE AUTOMOTIVE WORK ENVIRONMENT Level: 3 Route: Competence Credit Value: 5 GLH: 40 Mapping: This unit is mapped to the IMI NOS G3 Rationale: This unit will help the learner develop competency in order to keep good working relationships with all colleagues and customers in the automotive work environment by using effective communication and support. LEARNING OUTCOMES The Learner will: 1. Be able to work effectively within the organisational structure of the automotive work environment 2. Be able to obtain and use information in order to support their job role within the automotive work environment 3. Be able to communicate with and support colleagues and customers effectively within the automotive work environment 4. Be able to develop and keep good working relationships in the automotive work environment ASSESSMENT CRITERIA The Learner can: 1.1. Respond promptly and willingly to requests for assistance from customers and colleagues 1.2. Refer customers and colleagues to the correct person should requests fall outside their responsibility and capability 2.1. Select and use legal and manufacturers information, in an automotive work environment Use methods of communication with customers and colleagues which meet their needs 3.2. Give customers and colleagues accurate information 3.3. Make requests for assistance from or to customers and colleagues clearly and courteously 3.4. Report any anticipated delays in completion to the relevant persons promptly Contribute to team work by initiating ideas and cooperating with customers and colleagues 4.2. Treat customers and colleagues in a way which shows respect for their views and opinions 4.3. Make and keep achievable commitments to customers and colleagues 4.4. Inform colleagues promptly of anything likely to affect their own work Ref No Date EVIDENCE REQUIREMENTS G3C 1. You must be observed by your assessor on at least 3 occasions carrying out the above whilst performing your normal work duties. Observation Ref: ASSESSOR SIGNATURE: PIN NO: DATE: 16

17 UNIT REF: G3K UNIT TITLE: KNOWLEDGE OF SUPPORT FOR JOB ROLES IN THE AUTOMOTIVE WORK ENVIRONMENT Level: 3 Route: Knowledge Credit Value: 3 GLH: 20 Mapping: This unit is mapped to the IMI NOS G3 Rationale: This unit enables the learner to develop an understanding of how to keep good working relationships with all colleagues in the automotive work environment by using effective communication and support skills. LEARNING OUTCOMES The Learner will: 1. Understand key organisational structures, functions and roles within the automotive work environment ASSESSMENT CRITERIA The Learner can: 1.1. Identify the purpose of different sections of a typical automotive work environment 1.2. Explain organisational structures and lines of communication within the automotive work environment 2. Understand the importance of obtaining, interpreting and using information in order to support their job role within the automotive work environment 1.3. Explain levels of responsibility within specific job roles in automotive workplace. To include: a trainee b skilled technician c supervisor d manager 2.1. Explain the importance of different sources of information in an automotive work environment Explain how to find, interpret and use relevant sources of information 2.3. Describe the main legal requirements relating to the vehicle, including road safety requirements 2.4. Explain the importance of working to recognised procedures and processes 2.5. Explain when replacement units and components must meet the manufacturers original equipment specification. 3. Understand the importance of different types of communication within the automotive work environment 2.6. Explain the purpose of how to use identification codes 3.1. Explain where different methods of communication would be used within the automotive environment 3.2. Explain the factors which can determine your choice of communication Explain how the communication of information can change with the target audience to include uninformed and informed people 17

18 4. Understand communication requirements when carrying out vehicle repairs in the automotive work environment 5. Understand how to develop good working relationships with colleagues and customers in the automotive workplace AADV L3 Assessment Record 4.1. Explain how to report using written and verbal communication Explain the importance of documenting information relating to work carried out in the automotive environment 4.3. Explain the importance of working to agreed timescales 5.1. Describe how to develop positive working relationships with colleagues and customers 5.2. Explain the importance of developing positive working relationships 5.3. Explain the importance of accepting other peoples views and opinions Explain the importance of making and honouring realistic commitments to colleagues and customers. Content: The structure of a typical vehicle repair business a. How these areas relate to each other within the business i. body shop ii. vehicle repair workshop iii. paint shop iv. valeting v. vehicle parts store vi. main office vii. vehicle sales viii. reception b. Sources of information i. other staff ii. manuals iii. parts lists iv. computer software and the internet v. manufacturer vi. diagnostic equipment Communication requirements when carrying out vehicle repairs a Locating and using correct documentation and information for: b Recording vehicle maintenance and repairs c Vehicle specifications d Component specifications e Oil and fluid specifications f Equipment and tools g Identification codes Procedures for: a Referral of problems b Reporting delays c Additional work identified during repair or maintenance d Keeping others informed of progress 18

19 Content: contd Methods of communication a Verbal b Signs and notices c Memos d Telephone e Electronic mail f Vehicle job card g Notice boards h SMS text messaging i Letters Organisational & customer requirements: a Importance of time scales to customer and organisation b Relationship between time and costs c Meaning of profit Choice of communication a Distance b Location c Job responsibility Importance of maintaining positive working relationships: a Morale b Productivity c Company image d Customer relationships e Colleagues 19

20 Learner Name:.. UNIT REF: AADV01C UNIT TITLE: COMPETENCY IN ESTABLISHING AND RECORDING DIFFERENT TYPES OF CUSTOMER AND THEIR NEEDS Level: 3 Route: Competence Credit Value: 6 GLH: 46 Mapping: This unit is mapped to the IMI NOS VDA01 Rationale: This unit enables the learner to demonstrate the competency required to establish who the customer(s) are, their needs in relation to vehicle damage repair, the importance of establishing circumstances of damage sustained. LEARNING OUTCOMES The Learner will: 1. Be able to record the information required to identify the specific customer type 2. Be able to establish and record the area(s) of damage to be assessed or repaired ASSESSMENT CRITERIA The Learner can: 1.1 Record the identity of the work provider 1.2 Record and confirm the owner information 1.3 Record and confirm the work provider information 2.1 Identify all customer service requirements 2.2 Identify cause and circumstance of the damage 2.3 Identify current vehicle status Ref No Date 2.4 Record any direct costs applicable 2.5 Communicate the limits of the insurer liability under the different policy types relative to the damage scenario 2.6 Record vehicle occupancy, occupant location and vehicle contents. 3. Be able communicate the circumstances of the damage sustained, vehicle occupancy, loss type and any post damage anomalies 4. Be able to record information and make suitable recommendations 2.7 Record all necessary data 3.1 Communicate the relevant information regarding circumstances of damage 3.2 Explain the relevance of the information gathered 3.3 Explain a variety of post damage anomalies that may be encountered 4.1. Produce work records that are accurate, complete and passed to the relevant person(s) promptly in the format required 4.2. Identify and report any expected delays in completion to the relevant person(s) promptly in the format required Record and report any additional faults noticed during the course of their work promptly in the format required 20

21 EVIDENCE REQUIREMENTS AADV01C 1. You must be observed by your assessor on at least 1 occasion dealing with customers in establishing and recording accident circumstance Observation Ref: 2. You must produce evidence of establishing and recording accident circumstance with 3 different types of customer 3. You must produce evidence of carrying out assessments resulting from at least 2 policy types Evidence Ref: Evidence Ref: Evidence from simulated activities is not acceptable for this unit ASSESSOR SIGNATURE: PIN NO: DATE: 21

22 UNIT REF: AADV01K UNIT TITLE: KNOWLEDGE OF ESTABLISHING DIFFERENT TYPES OF CUSTOMERS AND UNDERSTANDING THEIR NEEDS Level: 3 Route: Knowledge Credit Value: 4 GLH: 37 Mapping: This unit is mapped to the IMI NOS VDA01 Rationale: This unit enables the learner to develop an understanding of establishing who the customer(s) are, their needs in relation to vehicle damage repair, the importance of establishing circumstances of damage sustained and vehicle occupancy LEARNING OUTCOMES The Learner will: 1. Understand the importance of establishing who the customer is ASSESSMENT CRITERIA The Learner can: 1.1. Describe the types of questions that could be used to establish customer type 1.2. Identify different types of customers 1.3. Describe how to use and record customer details 1.4. Identify any post damage anomalies that may be encountered 2. Understand how to establish and record the area(s) of damage 1.5. Describe how to care for customers and achieve customer satisfaction 2.1. Describe the types of questions that could be asked of the customer to establish which area(s) of damage the customer requires to be repaired 2.2. Explain the difference between pre and accident damage 2.3. Explain how to distinguish between accident related damage and non accident related damage 2.4. State the financial implications of both types of damage 3. Understand how to establish the potential liability of an insurer 2.5. Identify questions to be used to establish damage circumstance, vehicle occupants, occupant location and vehicle contents 3.1. Explain the potential liability of an insured customer relative to accident circumstances and cover in place 3.2. State the limits of Insurer liability under the different policy types 3.3. Describe the difference between repair and total loss 22

23 4. Understand legislative and organisational requirements 4.1. State the legal obligation placed on a repairer who repairs damaged vehicles 4.2. Describe the legal requirements relating to the vehicle (including road safety requirements) 4.3. Identify the health and safety legislation and workplace procedures relevant to workshop practices, personal and vehicle protection 4.4. Describe the health and safety risks associated with safety restraint systems and other systems inside and outside a vehicle which may have become damaged and consequently pose a risk 4.5. State how to complete records conforming to workplace requirements specifically associated with the vehicle appraising function and the importance of doing so 4.6 Identify the health and safety risks associated with the use of ICT equipment 4.7 Identify contractual, policy and procedural obligations and processes between the employer, work provider and customer 4.8. Describe how their actions impact on the company s performance and profitability Content: a. To identify the different types of questions, which can be, asked to identify the customer type. i. how to communicate effectively with, and listen to, customers. ii. how to identify the customer type from the information given iii. how to use effective questioning techniques. iv. how to care for customers and achieve customer satisfaction. v. when to refer customers to colleagues to aid the process. vi. the range and type of services offered by your company. vii. obtain sufficient, relevant information from the customer to make an assessment of their own and perceived vehicle needs. b. Knowledge to recognise the different types of customers who approach a body shop i. private customer ii. insurance claimant iii. accident management customer iv. company car use v. leased vehicle user c. The legislation and procedures relational to: i. private customer ii. insurance claimant iii. accident management customer iv. company car user v. leased vehicle user 23

24 Content: AADV L3 Assessment Record d. The appropriate information needed to record the customer details and how and what type of documentation is needed. i. the types of recording documentation available ii. the type of recording documentation used by your company iii. where to record the appropriate information on the documentation iv. the specific information to record from the customer v. where and what customer details are needed. vi. the payment methods available to the customer vii. the type of loss details needed for an accurate record e. The knowledge to be able to establish and record the area(s) of damage to be assessed or repaired. i. the questions needed to identify pre accident damage. ii. the difference between pre and accident damage. iii. the financial implications of both types of damage. iv. how to access accident damage. v. how to identify accident damage. vi. how to identify pre accident damage. vii. how to explain pre and accident damage to a customer viii. how to ascertain customers needs regarding repairing of the vehicle ix. the limitations of insurance, or leasing companies authorisation to repair damage x. the difference between repair and total loss. xi. the types of documentation and information to record. f. The knowledge to establish the potential liability of an insured customer relative to accident circumstances and cover in place i. third party only ii. third party fire and theft iii. fully comprehensive iv. policy excess v. collision damage waiver g. To have the knowledge to establish the circumstances of the damage sustained, vehicle occupancy, loss type and post damage anomalies. i. the appropriate questions to ask to ascertain damage circumstances ii. the appropriate questions to ask to ascertain vehicle occupants and their location iii. the appropriate questions to ask to ascertain vehicle contents iv. the appropriate questions to ask to ascertain post damage anomalies. h. General legal and procedural requirements i. the fundamental legal requirements of current consumer legislation and the consequences of your own actions in respect of this legislation. ii. the content and limitations of company and product warranties for the vehicles dealt with by your company. iii. the limits of your own authority for accepting vehicles. iv. the companies policies and procedures for dealing with each type of customer v. how to refer the customer to the correct repairer if your company is not authorised to repair the vehicle i. The different types of recording information available: i. manual ii. computer j. Technical information available for reference i. web based ii. CD iii. Written k. Identify circumstances of impact and pre impact damage i. establish circumstances of impact ii. establish occupancy of vehicle at time iii. establish occupants position iv. prove knowledge of different types of impact damage v. prove knowledge of primary and secondary damage j. Be able to identify any technical data to support your findings. 24

25 Learner Name:.. AADV L3 Assessment Record UNIT REF: AADV02C UNIT TITLE: COMPETENCY IN ESTABLISHING AND RECORDING VEHICLE DATA Level: 2 Route: Competence Credit Value: 7 GLH: 48 Mapping: This unit is mapped to the IMI NOS VDA02 Rationale: This unit enables the learner to demonstrate the competencies required to identify and record vehicle data using identification and inspection techniques LEARNING OUTCOMES The Learner will: 1. Be able to work safely when recording vehicle data ASSESSMENT CRITERIA The Learner can: 1.1 Wear suitable personal protective equipment and use suitable vehicle coverings throughout all recording activities Ref No Date 1.2 Work in a way that minimise the risk of damage or injury to the vehicle, people and the environment 2. Be able to identify and establish vehicle data 2.1. Identify vehicle data 2.2. Identify the results of static checks, to include: parking brake, steering and footbrake operations and seats 2.3. Identify the results of checks carried out on wheels and tyres 3. Be able to establish preaccident condition 4. Be able to establish additional vehicle information 2.4. Identify the results of checks carried out on safety systems fitted to the vehicle 3.1. Identify all non incident related damage 3.2. Identify any post damage anomalies 4.1. Identify convenience fitments 4.2. Identify paint type 4.3. Identify vehicle mileage 4.4. Identify audio system details 5. Be able to record information and make suitable recommendations 4.5. Identify if the additional vehicle information is relevant 5.1. Produce work records that are accurate, complete and passed to the relevant person(s) promptly in the format required 5.2. Identify and report any expected delays in completion to the relevant person(s) promptly in the format required Record and report any additional faults noticed during the course of their work promptly in the format required 25

26 EVIDENCE REQUIREMENTS AADV02C AADV L3 Assessment Record 1. You must be observed by your assessor on at least 3 occasions inspecting and recording vehicle data 2. You must produce evidence that at least 5 vehicles have been inspected and the following vehicle data is recorded: make Observation Ref: Evidence Ref: model specification registration number body style engine size fuel type transmission type number of doors vehicle identification number mileage paint type & colour original equipment options after market options tyre wear and condition trim level NOTE. This data must be recorded via physical examination and not from printed records. 26

27 3. You must produce evidence, including records, that the pre-accident condition of 5 different vehicles has been established via physical examination in the following areas static check of steering static check of braking systems, (service and park brake) road wheels Evidence Ref tyres (including the spare) all seat belts (including seats) SRS systems panel scratches panel dents existing corrosion interior trims general deviation from new vehicle condition 4. You must produce evidence that appropriate action and communication has been put in place in the event of any defect, fault or damage being identified for at least 3 different vehicles 5. You must produce evidence that the following additional vehicle information can be established by means of physical examination, questioning, use of software systems and internet use for at least 5 different vehicles road tax expiry Evidence Ref Evidence Ref audio equipment details date of registration vehicle modifications cherished registration number Evidence from simulated activities is not acceptable for this unit ASSESSOR SIGNATURE: PIN NO: DATE: 27

28 UNIT REF: AADV02K UNIT TITLE: KNOWLEDGE IN ESTABLISHING AND RECORDING VEHICLE DATA Level: 2 Route: Knowledge Credit Value: 6 GLH: 47 Mapping: This unit is mapped to the IMI NOS VDA02 Rationale: This unit enables the learner to develop and understanding of the correct vehicle data to be recorded using vehicle identification and inspection techniques LEARNING OUTCOMES ASSESSMENT CRITERIA The Learner will: The Learner can: 1. Understand the importance of gathering vehicle data 1.1 State what vehicle information is to be gathered 1.2 Identify where the vehicle data information could be sourced 1.3 Describe the importance of gathering the correct type of vehicle data 2. Understand how to establish the vehicles preaccident condition 1.4 Describe how to complete records conforming to workplace requirements specifically associated with vehicle appraisal 2.1. Identify vehicle brakes, steering, wheels and tyres components 2.2 Describe the construction and operation of vehicle brakes, steering, wheels and tyre systems 2.3. Explain the process of establishing serviceability through static checks of the steering, footbrake, parking brake, seat belts, wheels and tyres 2.4. Describe differences between passive and active safety systems 2.5. Identify vehicle safety systems including ABS, SRS and ESC 3. Understand the importance of recording additional vehicle information 2.6. Describe the checks that are made on seats and seat belts 3.1. Identify additional information that would need to be recorded 3.2. Explain how additional vehicle information can be established and confirmed 3.3. Describe how additional information can be used in the repair process 28

29 Content: The knowledge and understanding of gathering the correct type of vehicle data a. A full understanding of vehicle construction, specification, options and additions to include i. make ii. model iii. specification iv. registration number v. body style vi. engine size vii. fuel type viii. transmission type ix. number of doors x. vehicle identification number xi. mileage xii. paint type & colour xiii. original equipment options xiv. trim level b. After market options understand how to establish the vehicles pre-accident roadworthiness and ways in which to distinguish between accident related damage and non accident related damage for: i. scratches ii. dents iii. mechanical iv. road worthiness c. How to establish additional vehicle information such as: i. road tax expiry ii. audio equipment details iii. date of registration iv. vehicle modifications v. cherished registration number Steering a. The procedures used for inspecting the serviceability and condition of: i. manual steering ii. power steering b. Steering system defects to include: i. uneven tyre wear ii. wear on outer edge of tyre iii. wear on inner edge of tyre iv. uneven wear v. flats on tread vi. steering vibrations vii. wear in linkage viii. damage linkage ix. incorrect wheel alignment x. incorrect steering geometry c. The components and layout of hydraulic power steering systems: i. piston and power cylinders ii. drive belts and pumps iii. hydraulic valve (rotary, spool and flapper type) iv. hydraulic fluid 29

30 Content: d. The advantages of power assisted steering. e. The operation of hydraulic power steering. f. The principles of electronic power steering systems. Brakes a. The construction and operation of drum brakes: i. leading and trailing shoe construction ii. self-servo action iii. automatic adjusters iv. backing plates v. parking brake system b. The construction and operation of disc brakes: i. disc pads ii. calliper iii. brake disc iv. ventilated disc v. disc pad retraction vi. parking brake system vii. electrical and electronic components viii. wear indicators and warning lamps c. The construction and operation of the hydraulic braking system: i. single and dual line layout ii. master cylinders iii. wheel cylinders iv. disc brake caliper & pistons v. brake pipe vi. brake servo vii. warning lights viii. parking brakes ix. equalising valves d. The principles and components of electronic safety systems including ABS, ESC and SRS. e. The requirements and hazards of brake fluid: i. boiling point ii. hygroscopic action iii. manufacturer s change periods iv. fluid classification and rating v. potential to damage paint surfaces f. Terms associated with mechanical and hydraulic braking systems: i. braking efficiency ii. brake fade iii. brake balance iv. ABS 30

31 Content: AADV L3 Assessment Record The procedures used for inspecting the serviceability and condition of the braking system a. Braking system defects: i. worn shoes or pads ii. worn or scored brake surfaces iii. abnormal brake noises iv. brake judder v. fluid contamination of brake surfaces vi. fluid leaks vii. pulling to one side viii. poor braking efficiency ix. lack of servo assistance x. brake drag xi. brake grab xii brake fade Wheel and Tyres a. The construction of different types of tyre: i. radial ii. cross ply iii. bias belted iv. tread patterns v. tyre mixing regulations vi. tyre applications b. Tyre markings: i. tyre and wheel size markings ii. speed rating iii. direction of rotation iv. profile v. load rating vi. ply rating vii. tread-wear indicators c. Wheel construction: i. light alloy ii. pressed steel and wire wheels iii. flat-edge and double hump rims Seats a. The procedures used for inspecting the serviceability and condition of the i. seats ii. seat belts iii. pre tensioners 31

32 Learner Name:.. UNIT REF: AADV03.1C UNIT TITLE: COMPETENCY IN APPRAISING VEHICLE DAMAGE Level: 3 Route: Competence Credit Value: 7 GLH: 68 Mapping: This unit is mapped to the IMI NOS VDA03 Rationale: This unit enables the learner to demonstrate the competency required in appraising motor vehicle damage, establishing a safe and appropriate repair method and calculating the repair costs LEARNING OUTCOMES The Learner will: 1. Be able to work safely when carrying out the appraisal process ASSESSMENT CRITERIA The Learner can: 1.1. Wear suitable personal protective equipment and use suitable vehicle coverings throughout all appraisal activities Ref No Date 2. Be able to appraise the full extent of the damage sustained by the vehicle physically and through images 1.2. Work in a way that minimise the risk of damage or injury to the vehicle, people and the environment 2.1. Identify the direction of impact, point of impact and severity of impact on the accident damaged vehicle 2.2. Record and confirm actual damage matches incident circumstances 2.3. Identify and record all areas of damage to the vehicle 2.4. Establish and record vehicle occupancy location and contents within the vehicle 3. Be able to use digital imaging equipment 2.5. Check the operation and condition of seat and seat belts 3.1. Use digital photographic equipment to take necessary photographs to substantiate the extent of the damage and vehicle identity 3.2. Send images electronically so that they communicate the extent of the damage and the repair required 4. Be able to record information and make suitable recommendations 3.3. Save the images for future reference 4.1. Produce work records that are accurate, complete and passed to the relevant person(s) promptly in the format required 4.2. Identify and report any expected delays in completion to the relevant person(s) promptly in the format required Record and report any additional faults noticed during the course of their work promptly in the format required 32

33 EVIDENCE REQUIREMENTS AADV03.1C 1. You must be observed by your assessor on at least 1 occasion appraising vehicle damage by images. 2. You must produce evidence of at least 2 different vehicles where vehicle damage is established from images. 3. You must produce evidence of being able to capture clear, relevant images that show the following using a digital camera: vehicle body style Observation Ref: Evidence Ref: Evidence Ref: vehicle identification vehicle mobility vehicle mileage dash warning lights illuminated 4. You must produce evidence of being able to capture clear, relevant images that show 3 of the following vehicle conditions using a digital camera: scratches Evidence Ref dents corrosion interior condition paint defects tyres 5. You must produce evidence of being able to capture clear, relevant images of the following that support the detailed repair specification using a digital camera including: all damage sustained by a vehicle in relation to the whole vehicle the components that require replacement Evidence Ref the components that require repairing the components that require removing and refitting the components that require refinishing 6. You must be observed by your assessor on at least 3 occasions physically appraising vehicle damage. Observation Ref: 33

34 7. You must produce evidence of at least 1 example from the 11 below being able to visually inspect a vehicle that has sustained damage as the result of: Evidence Ref frontal impact damage rear end impact damage side impact damage diagonal impact damage to a front corner diagonal impact damage to a rear corner scraping impact to the side of a vehicle theft damage vandal damage flood damage fire damage mechanical failure with consequential damage Evidence from simulated activities is not acceptable for this unit ASSESSOR SIGNATURE: PIN NO: DATE: 34

35 UNIT REF: AADV03.1K UNIT TITLE: KNOWLEDGE IN APPRAISING VEHICLE DAMAGE Level: 3 Route: Knowledge Credit Value: 5 GLH: 34 Mapping: This unit is mapped to the IMI NOS VDA03 Rationale: This unit enables the learner to develop the understanding in appraising motor vehicle damage LEARNING OUTCOMES The Learner will: 1. Understand the appraisal process required to establish the type of damage and associated secondary damage ASSESSMENT CRITERIA The Learner can: 1.1 Identify the information to be collated to determine the extent of the damage 1.2 Determine how the vehicle was damaged 1.3 Identify preliminary information and data on the vehicle relating to specifications 1.4 Explain the difference between primary and secondary damage 1.5 Explain the physical examination techniques that can be used 1.6 Identify point and direction of impact 1.7 Describe how to look for further hidden or secondary damage 1.8 Explain the vehicle damage appraisal process 1.9 Describe how to source technical information and data relative to the vehicle being appraised 1.10 Identify the information that must be recorded before a repair 2. Understand the use of digital imaging equipment to record and communicate vehicle condition and damage sustained 2.1 Explain the types of images that would show the items that require replacement, repair, removing, refitting and painting 2.2 Explain how to use imaging to identify the vehicle 2.3 Describe the types of computer equipment and software that could be used to electronically communicate the images taken 2.4 Explain the importance of saving images for future reference 35