Level 2 NVQ in Spectator Safety ( )

Transcription

1 Level 2 NVQ in Spectator Safety ( ) Standards and assessment requirements 500/1010/4 August 2006 Version 2.0

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 2 NVQ in Spectator Safety ( ) Standards and assessment requirements August 2006 Version 2.0 Level 2 NVQ in Spectator Safety ( ) 1

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5 Contents 1 Introduction 5 2 The Sector Skills Council and the National Occupational Standards 6 3 Candidate entry and progression 7 4 Centre resource requirements 8 5 Assessment method requirements 9 6 Roles and occupational expertise requirements 11 7 Recording assessment and evidence 13 8 The qualification structure and standards 14 9 About the standards The National Occupational Standards and unit evidence requirements 16 Unit 201 Prepare for spectator events (C29) 17 Unit 202 Control the entry, exit and movement of people at spectator events (C210) 24 Unit 203 Monitor spectators and deal with crowd problems (C211) 31 Unit 204 Help to manage conflict (C237) 37 Unit 205 Contribute to the work of your team (A52) 43 Unit 206 Deal with accidents and emergencies (C35) 51 Unit 207 Control and detain people at a spectator event for action by the police (C238) 57 Appendix 1 Key / Core Skills mapping 63 Appendix 2 Value Statements 65 Level 2 NVQ in Spectator Safety ( ) 3

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7 1 Introduction About this document This document provides details that centres and candidates will need in order to assess, verify and collect evidence for this NVQ qualification and includes: the requirements for occupational competence for all those involved in the assessment process the assessment methods and requirements the national occupational standards and unit evidence requirements progression routes. Other sources of essential information This document has been designed to be used with the City & Guilds NVQ Guide which is made up of: Centre guide containing information specifically for centres (EN ) Candidate guide containing information specifically for candidates (TS ) Recording forms containing a set of recording forms that centres and candidates to use for recording assessments and evidence. (TS ) Visit the City & Guilds website ( for the latest versions of these documents. There are also other City & Guilds documents which contain the latest information regarding the assessment of NVQs: Providing City & Guilds qualifications a guide to centre and qualification (scheme) approval Ensuring quality - containing updates on assessment and policy issues City & Guilds centre toolkit additional information on running City & Guilds qualifications is given in a CD-ROM, which links to the internet for access to the latest documents, reference materials and templates. Details of general regulations, registration and certification procedures, including fees, are included in the City & Guilds Directory of qualifications. This information appears on the online qualification administration service for City & Guilds approved centres, the Walled Garden, at If there are any differences between the N/SVQ Centre Guide or the N/SVQ Candidate Guide and this Standards and Assessment Requirements document, this document has the more up-todate information. Level 2 NVQ in Spectator Safety ( ) 5

8 2 The Sector Skills Council and the National Occupational Standards Background to the National Occupational Standards (NOS) development The National Occupational Standards (NOS) were developed specifically to meet the needs of those working in safety steward roles within the Sport and Events Management sector. The NOS were developed in consultation with a range of employers such as local authorities, industry bodies and sports clubs, and with the support of SkillsActive (Sector Skills Council for Active Leisure and Learning). They replace the previously available Level 2 NOS in Spectator Control. Contacting the Standards Setting Bodies The Sector Skills Council (SSC) responsible for having developed the National Occupational Standards (NOS) on which this NVQ is based is: Name of SSC SkillsActive Address Castlewood House New Oxford Street London WC1A 1PX. Telephone Fax skills@skillsactive.com URL Apprenticeship framework This qualification is part of the SkillsActive Apprenticeship Framework. Full details of the current framework and requirements are available from SkillsActive (contact details above). 6 Level 2 NVQ in Spectator Safety ( )

9 3 Candidate entry and progression Candidate work role requirements This NVQ is for those working in the matchday and events stewarding industry. It can be attained by candidates typically working at sports events, concerts or carnivals where the safety of spectators is paramount. Candidate entry requirements There is no prescribed recommended knowledge, attainment or experience needed to gain access to this qualification. It is recommended that potential candidates are initially assessed on entry, so that levels of literacy, numeracy, communication skills and sector understanding can be determined. This initial assessment should consider previous qualifications and practical experience. Otherwise, there are no formal entry requirements for candidates undertaking this qualification; however centres must ensure that candidates have the potential and opportunity to gain evidence for the qualification in the work place. For funding purposes, centres are reminded that candidates should not be entered for a qualification of the same type, level and content as that of a qualification they already hold. Age restrictions This NVQ is not approved for the use of those who are under 16 years of age. Progression routes City & Guilds offer a full progression from Level 2 NVQs on to Level 3 and Level 4 NVQs in Spectator Safety. Level 3 would be an ideal progression for those candidates wishing to take up supervisory stewarding roles, and Level 4 is ideal for safety officers and managers. Alternatively, candidates may opt to progress to generic management qualifications, such as the NVQs in Management which are available from Levels 3 to 5 or to one of a wide range of shorter Management Certificates and Diplomas offered by the Institute of Leadership and Management (ILM), such as the Level 3 Certificate in First Line Management. Further details of all Sport and Recreation qualifications are available on the City & Guilds website ( ). Level 2 NVQ in Spectator Safety ( ) 7

10 4 Centre resource requirements In addition to the resources required for centre approval some NVQ schemes have requirements with which centres must comply: Time constraints It is estimated that a Level 2 qualification will be completed within two years from registration. Registration period Please check the Directory of qualifications for the latest information on length of registration and the last registration and certification dates. Where the period of access to assessment offered by a centre is less than the period covered by the candidates registration with City & Guilds, centres must ensure that this is understood by the candidates. 8 Level 2 NVQ in Spectator Safety ( )

11 5 Assessment method requirements This guidance is based on and amplifies the Assessment Strategy for the Level 2 NVQ in Spectator Safety. External quality control External quality control is provided by the usual City & Guilds external verification process which includes the use of the electronically scannable report form which is designed to provide an objective risk analysis of individual centre assessment and verification practice. SkillsActive, the Sector Skills Council for Active Learning and Leisure, holds an Awarding Body Forum which, as part of its remit, will consider standardisation and implementation issues identified via the external verification process. Appointment process for External verifiers Assessment strategy section 4.1 states that every Awarding Body to seek advice if and when required from the SSC on the technical qualifications, experience and competence of all prospective External Verifiers in the selection and deployment of EVs ; to assist this process for Spectator Safety External Verifiers the sector recommends that: Awarding Bodies have an occupationally competent person involved in the selection process. Accreditation of Prior Experience and Learning (APEL) Candidates should produce most of their evidence from activities in their workplace, to show they consistently meet the standards. In the case of some units, assessors and verifiers should take account of the fact that opportunities for the candidate to generate evidence will be rare and therefore it will be acceptable to use historical evidence produced before the candidate has actually registered for the NVQ. However, this evidence should not be drawn from more than two years before the particular unit is assessed and should be validated as being authentic. Performance evidence requirements Whilst the NVQ is broken down into separate units, it is accepted that the work of the spectator safety steward is not. It is thus strongly recommended that if a candidate is attempting the whole NVQ, then units should be assessed together in a holistic manner. For example, units 202, 203 and 204 cover inter-related responsibilities and an assessor is strongly advised not to consider evidence on separate occasions for each of these units. The NVQ in Spectator Safety is not intended as a snapshot of the candidate s work, but rather a qualification that shows the candidate meets the standards consistently. It is expected that the candidate s evidence will show that they meet this standard on at least two occasions when the assessor is present and that evidence is also available to indicate the standard is met on occasions when the assessor is not present. These assessment occasions should be separated by a reasonable period of time sufficient to infer consistent practice. SkillsActive recommend that these occasions are separated by at least two months. In the case of some units, assessors and verifiers should take account of the fact that opportunities for the candidate to generate evidence will be rare and therefore it will be acceptable to use historical evidence produced before the candidate has actually registered for the NVQ. However, this evidence should not be drawn from more than two years before the particular unit is assessed and should be validated as being authentic. Level 2 NVQ in Spectator Safety ( ) 9

12 If a pre-assessment investigation of the candidate indicates that they may not yet be competent, the candidate should undertake appropriate training and/or gain more experience before embarking on their NVQ assessment. Usually evidence of candidate performance will be derived from assessor observation and/or testimony from an expert witness of the candidate carrying out work activities in the workplace. Detailed additional guidance (the Evidence Requirements), is provided on a unit basis for the use of this and other acceptable assessment methods. Knowledge evidence requirements Detailed guidance on the assessment of knowledge and understanding is provided in the Evidence Requirements section of each unit. Simulation Simulation is allowed in some of the units in this qualification. The Evidence Requirements clearly state when simulation may be used in a unit. The overarching principle to be applied to units identified as suitable for simulation is that it should only be undertaken in a minority of cases where: there is a high risk to the security or safety of the candidate, individuals, key people in their lives and others the opportunity to present evidence from work-based practice happens infrequently and therefore insisting that candidates wait for such an occurrence would be unreasonable or create blockages in the assessment system and might carry the risk of de-motivating candidates there would otherwise be a breach of confidentiality or privacy. 10 Level 2 NVQ in Spectator Safety ( )

13 6 Roles and occupational expertise requirements Assessors Assessors should: Hold the Assessor units A1/A2 (or the former D32/33) of the Employment National Training Organisation standards. New assessors should have a clear action plan for achieving unit A1/A2. An assessor or verifier who has gained certification must support assessment decisions by assessors who are still working towards certification. Provide evidence of recent experience and competence in the occupational area to the level of the qualification(s) they wish to assess. o Have worked in a relevant spectator safety context for two years full time or equivalent. (eg as a Safety Officer, Senior Steward or equivalent). o Taken part in a relevant and nationally recognised Spectator Safety training course or qualification from the NQF in England/Wales and Northern Ireland or the SCQF in Scotland. Or an action plan to achieve such Provide evidence of knowledge, understanding and application of the National Occupational Standards with the Assessment Specification. Provide evidence of knowledge, understanding and support of the relevant Sport and Recreation Values Statements and how they are applied in assessment. Demonstrate a commitment to uphold the integrity of the National Occupational Standards and prevent their misuse. Provide evidence of their ability to maintain occupational competence and to participate in assessor training initiatives for continuous professional development. Expert witnesses SkillsActive and City & Guilds recognise that for the assessment of workplace performance to be as natural and efficient as possible, the use of witness testimony should be encouraged, and has a crucial role in the collection of evidence. Witnesses must be fully briefed and clear about the purpose and use of the testimony. Any relationship between the witness and candidate should be declared and noted by the assessor and the external verifier/awarding body informed. Witnesses must be able to demonstrate that they have the necessary expertise in the relevant area and their testimony should: be specific to the activities or product give a brief description of the circumstances of the observation give a brief description of the background of the witness and the observed activity identify the aspects of competence demonstrated. The assessor should carefully note this information. There are no specific occupational expertise requirements for witnesses. Witness testimony can provide evidence to establish consistency in a candidate s practice and/or to evidence events which are difficult to plan to observe. In order that the assessor may make an informed judgement about the contribution of the witness testimony to the overall evidence presented for a unit or qualification, a statement of the witness status should be included in the candidate s portfolio of Level 2 NVQ in Spectator Safety ( ) 11

14 evidence. This can be done by using the Witness Status list (form N/SVQ5) or including it as part of the witness testimony itself. The statement should indicate the relationship between the candidate and the witness and should enable the assessor, by defining the role that the witness has played in the gathering of evidence (ie as colleague, worker from another organisation) to judge the extent of the witness knowledge of the National Occupational Standards and understanding of the work roles involved. Please note: the use of witness testimony from relatives or those with whom the candidate has a significant personal relationship is not acceptable. Internal verifiers Internal verifiers should: Hold the Internal Verifier unit V1 (or the former D34) of the Employment National Training Organisation standards. It is also recommended that they should hold the Assessor units A1/A2 (or the former D32/D33). New internal verifiers should have a clear action plan for achieving unit V1. Provide evidence of recent experience in the occupational area. o Have worked in a relevant spectator safety context for two years full time or equivalent. (eg as a Safety Officer, Senior Steward or equivalent). o Taken part in a relevant and nationally recognised Spectator Safety training course or qualification from the NQF in England/Wales and Northern Ireland or the SCQF in Scotland. Or an action plan to achieve such Provide evidence of knowledge, understanding and application of the National Occupational Standards with the Assessment Specification. Provide evidence of knowledge, understanding and support of the relevant Sport and Recreation Values Statements. Demonstrate a commitment to uphold the integrity of the National Standards and prevent their misuse. Provide evidence of their ability to maintain occupational competence and to participate in IV/assessor training initiatives for continuous professional development. Continuous Professional Development (CPD) requirements City & Guilds expects all those with formal roles in the assessment or verification process to participate in a minimum of two CPD activities per annum. This can be to update either vocational skills / knowledge or assessment/verification skills/knowledge. 12 Level 2 NVQ in Spectator Safety ( )

15 7 Recording assessment and evidence Recording forms to use City & Guilds has developed a set of Recording forms including examples of completed forms, for new and existing centres to use as appropriate (see NVQ Guide for centres and candidates - Recording forms, available on the City & Guilds website). Although it is expected that new centres will use these forms, centres may devise or customise alternative forms, which must be approved for use by the external verifier, before they are used by NVQ candidates and assessors at the centre. City & Guilds also endorses the electronic recording systems Quick Step and Paper Free. Please note: the Level 2 NVQ in Spectator Safety uses different terminology from the generic recording forms. Differences in this qualification are as follows: performance criteria is what you must do range is what you must cover knowledge and understanding is what you must know and understand. Amendable (MS Word) versions of the forms are available on the City & Guilds website. Level 2 NVQ in Spectator Safety ( ) 13

16 8 The qualification structure and standards Qualification structure Candidates must complete all six mandatory units and may wish to complete one additional unit, however this additional unit is not required to gain the Level 2 NVQ in Spectator Safety. Mandatory units City & Guilds unit number SSC unit number Unit title 201 C29 Prepare for spectator events 202 C210 Control the entry, exit and movement of people at spectator events 203 C211 Monitor spectators and deal with crowd problems 204 C237 Help to manage conflict 205 A52 Contribute to the work of your team 206 C35 Deal with accidents and emergencies Additional unit City & Guilds unit SSC unit number Unit title 207 C238 Control and detain people at a spectator event for action by the police 14 Level 2 NVQ in Spectator Safety ( )

17 9 About the standards Value Statements The SkillsActive Value Statements must be adhered to by assessors and candidates working towards the Level 2 NVQ in Spectator Safety. Please refer to Appendix 2 of this document. Availability of standards This Standards and Assessment Requirements document, which includes all of the units, evidence requirements and assessment guidance for this qualification, are downloadable from the City & Guilds website. ( ). Key and Core Skills Candidates completing this NVQ may also generate evidence towards the Key/Core Skills qualifications. SkillsActive have identified links between the NVQ and Key/Core Skills and details of this mapping are included at Appendix 1. Level 2 NVQ in Spectator Safety ( ) 15

18 10 The National Occupational Standards and unit evidence requirements 16 Level 2 NVQ in Spectator Safety ( )

19 Unit 201 Overview Prepare for spectator events (C29) Summary This unit is about preparing yourself as a steward and checking the facility before an event. The unit is divided into three parts. The first part describes the three things you have to do. These are: C29.1 Prepare for stewarding activities C29.2 Identify and deal with physical hazards C29.3 Search the venue area for suspect items The second part describes the knowledge and understanding you must have. The final part explains what we mean by some of the terms used in the unit. Target Group This unit is for stewards and other similar staff working directly with spectators to ensure their safety and welfare. Level 2 NVQ in Spectator Safety ( ) 17

20 Unit 201 Prepare for spectator events (C29) C29.1 Prepare for stewarding activities What you must do To meet the national standard, you must: 1 follow the registration procedures correctly and on time 2 collect your passes, identification and other resources, looking after these and returning them after the event 3 attend the pre-event briefings as required 4 note all the necessary information which is given at the briefings 5 correctly follow the pre-event routines. What you must cover This element covers the following: a other resources 1 communications 2 safety equipment 3 keys 4 handbook b information 1 potential hazards and risks 2 stewarding procedures 3 venue rules. 18 Level 2 NVQ in Spectator Safety ( )

21 Unit 201 Prepare for spectator events (C29) C29.2 Identify and deal with physical hazardsards What you must do To meet the national standard, you must: 1 follow agreed procedures to check equipment 2 keep disruption to a minimum 3 identify hazards in your designated area 4 follow agreed procedures for assessing risk 5 take prompt action appropriate to the hazard and the risk, following agreed procedures and instructions 6 communicate verbally and non-verbally with colleagues and other people involved 7 make sure that any action is not dangerous for yourself and other people involved 8 clearly and accurately report the situation and what you have done to your supervisor. What you must cover This element covers the following: a equipment 1 safety equipment 2 security equipment 3 emergency equipment 4 signs and notices b hazards 1 safety hazards 2 security hazards 3 fire hazards 4 hygiene hazards 5 faulty emergency equipment c areas 1 confined areas 2 open areas 3 public areas 4 non-public areas d action 1 dealing with the hazard personally 2 reporting the hazard to others. Level 2 NVQ in Spectator Safety ( ) 19

22 Unit 201 Prepare for spectator events (C29) C29.3 Search the venue area for suspect items What you must do To meet the national standard, you must: 1 get information on the type of item being searched for 2 search the designated area thoroughly following instructions 3 identify any suspect items and other suspicious circumstances 4 maintain your own safety and the safety of other people 5 report what you have found following agreed procedures. What you must cover This element covers the following: a areas 1 confined areas 2 open areas 3 areas where the public is present 4 areas where the public is not present. 20 Level 2 NVQ in Spectator Safety ( )

23 Unit 201 Prepare for spectator events (C29) What you must know and understand Preparing for stewarding duties K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 Basic legal requirements covering the type of event you are involved in Your legal responsibilities and powers Awareness of relevant guidance documents on safety at events The importance of registration and briefing The importance of receiving, looking after and returning passes, identification and other resources The importance of keeping careful notes at briefings The importance of pre-event routines Pre-event timings The information to be recorded Emergency procedures, relevant code words and assembly points The pre-event routines Dealing with physical hazards K1 How to check the equipment listed in the range K2 The importance of not disrupting the public when carrying out checks K3 What to look for K4 How to assess the seriousness of the physical hazards listed in the range K5 The correct action to take for each of the types of physical hazard listed K6 Why it s important to communicate with people and colleagues clearly K7 The sort of action which could endanger yourself and others K8 The correct reporting procedures for the types of physical hazards listed Searching for items K1 The importance of collecting information on the item being searched for K2 How to search the areas listed in the range carefully and thoroughly K3 Contents of the safety handbook Level 2 NVQ in Spectator Safety ( ) 21

24 Unit 201 Prepare for spectator events (C29) What we mean by some of the words used in this unit Communications (resources) this could be notebooks for recording incidents, or communications equipment such as radios, if appropriate Designated area - the area you are responsible for Event this could be any type of public event, for example sporting or other types of performances Hygiene hazards for example, unsanitary toilets Physical hazards something that may cause harm, for example spillages, blocked exits, defective signage or lighting Relevant guidance documents for example the Green Guide Resources the things you need to do your job effectively Risks the likelihood of a hazard actually causing harm and the seriousness of this harm Suspect items for example, bags or packages Venue the place where the event takes place 22 Level 2 NVQ in Spectator Safety ( )

25 Unit 201 Prepare for spectator events (C29) Evidence of Real Work Activity What you must do There must be evidence that the candidate has met all of the requirements listed under What you must do through their own work at real spectator events (with the possible exceptions of those items listed under Use of Supplementary Evidence below). Evidence may be gathered through a combination of methods, for example, observations, looking at products of the candidate s work or using witness testimony from suitably experienced colleagues. There must be sufficient evidence to ensure that the candidate can meet the requirements on a consistent basis. What you must cover There must also be evidence that the candidate s work at real spectator events has met the following requirements: C29.1 a minimum of three types of other resources, and all types of information C29.2 three types of equipment, all types of hazards, all types of areas, and both types of action C29.3 all types of areas This may be gathered through a combination of assessor observations, witness testimony and/or authentic records of the candidate s work (for example, diaries and/or reflective accounts countersigned by a senior colleague). If the candidate only provides the minimum coverage of What you must cover from their work as shown above, the remaining items under this heading must be assessed through the use of Supplementary Evidence (see below). Simulation Realistic simulations may be used for performance criteria C29.2.3, 4, and 5 if there is no naturally occurring evidence. Use of Supplementary Evidence Supplementary evidence should only be used for items under What you must cover that do not require evidence of real work activity. Supplementary evidence may be gathered through professional discussion, projects, assignments or case studies. Knowledge and Understanding There must be evidence that the candidate possesses all of the knowledge and understanding shown in the section headed What you must know and understand. In most cases this can be done by a professional discussion between the candidate and assessor. However, other techniques, such as oral questioning, written questions and answers, case studies, reflective accounts, projects and assignments and/or reflective accounts may also be appropriate. Assessors should note that some of the knowledge and understanding items require the candidate to show that they know and understand how to do something. If the assessor can reasonably infer from the candidate s work that they know and understand the required methods and techniques because there is evidence that they have applied them, there is no need for them to be assessed again on this knowledge item, for example through questioning. Level 2 NVQ in Spectator Safety ( ) 23

26 Unit 202 Overview Control the entry, exit and movement of people at spectator events (C210) Summary This unit is about helping to control and direct the movement of spectators at events, including their entry to and exit from the venue. The unit also covers basic customer care for example providing spectators with information and helping them with other problems, such as missing property and people, and unsocial/unlawful behaviour by other people. The unit is divided into three parts. The first part describes the three things you have to do. These are: C210.1 Control the entry and exit of people at events C210.2 Search people for unauthorised items C210.3 Give people information and help them with other problems The second part describes the knowledge and understanding you must have. The final part explains what we mean by some of the terms used in the unit. Target Group This unit is for stewards and other similar staff working directly with spectators to ensure their safety and welfare. 24 Level 2 NVQ in Spectator Safety ( )

27 Unit 202 Control the entry, exit and movement of people at spectator events (C210) C210.1 Control the entry and exit of people at events What you must do To meet the national standard, you must: 1 have the necessary resources ready for use 2 make sure your behaviour and appearance meets agreed standards at all times 3 greet people in a way that makes them feel welcome and at ease 4 pay careful attention to your designated area throughout your period of duty 5 admit people and refuse entry according to agreed procedures 6 provide the people with clear reasons why they have been refused entry 7 control the queues in a safe and orderly manner 8 supervise the safe exit of people according to the agreed procedures 9 inform your supervisor when there are problems that you cannot deal with on your own. What you must cover This element covers the following: a b resources 1 communications 2 safety equipment 3 keys 4 handbook people 1 co-operative 2 unco-operative 3 intoxicated 4 emotional 5 with limited understanding of English 6 VIPs 7 with particular needs. Level 2 NVQ in Spectator Safety ( ) 25

28 Unit 202 Control the entry, exit and movement of people at spectator events (C210) C210.2 Search people for unauthorised items What you must do To meet the national standard, you must: 1 identify the people to be searched on entry according to the agreed procedures 2 ask the identified people for permission to search, and follow the agreed procedures if they refuse 3 only search people of the same sex as yourself 4 follow the correct procedures when you find unauthorised items and explain these procedures to the people involved 5 inform your supervisor about any unlawful items which you find 6 treat the people involved with courtesy and respect at all times. What you must cover This element covers the following: a b people 1 co-operative 2 unco-operative 3 intoxicated 4 emotional 5 with limited understanding of English 6 VIPs 7 with particular needs unauthorised items 1 items that could be used as weapons 2 alcohol 3 items prohibited by the facility. 26 Level 2 NVQ in Spectator Safety ( )

29 Unit 202 Control the entry, exit and movement of people at spectator events (C210) C210.3 Give people information and help them with other problems What you must do To meet the national standard, you must: 1 communicate with people politely and clearly 2 ask for information which is relevant to their problem 3 make sure your understanding of the problem is correct 4 give people help which is appropriate to the problem and agreed procedures 5 refer people to another source of help if necessary 6 keep people informed of progress 7 deal with any complaints positively, and sympathetically as appropriate to the situation. What you must cover This element covers the following: a b people 1 co-operative 2 unco-operative 3 intoxicated 4 emotional 5 with limited understanding of English 6 VIPs 7 with particular needs problem 1 need for information/advice 2 ticketing problems 3 missing property 4 missing people 5 unsociable/unlawful behaviour by others 6 complaints/suggestions about facility and procedures. Level 2 NVQ in Spectator Safety ( ) 27

30 Unit 202 Control the entry, exit and movement of people at spectator events (C210) What you must know and understand Controlling entry and exit K1 The basic principles of customer care K2 The importance of wearing correct identification K3 The required equipment to carry K4 Articles which contravene the venue rules and the procedures to follow K5 The importance of carefully monitoring the designated area K6 How to control queues in an orderly and safe manner K7 The laws of trespass and refusing entry K8 The procedures for excluding people under the relevant legislation K9 Reasons why explanations should be given for refusing entry Searching people K10 The problems that may occur if you are prejudiced against people because of their appearance K11 The importance of only searching people of the same sex as yourself K12 The correct methods of carrying out personal searches K13 Conflicts that may occur when carrying out searches and how to resolve these K14 The importance of providing people with proper explanations and treating people with courtesy K15 The organisation s policies for searching people K16 How to identify prohibited items K17 The correct procedures for dealing with prohibited items K18 The precautions to take to protect yourself against items which may cause injuries during the search K19 The basic legislation which authorises you to search spectators and what this allows you to do Giving information and solving problems K20 How to communicate with the types of people listed under what you must cover K21 How to get hold of the information which people may need K22 Information which should not be provided according to organisational policy K23 Location of the main facilities K24 The approved procedures for giving directions and providing information K25 The importance of getting all the relevant information if you want to solve a problem K26 The importance of being polite K27 The importance of being positive when handling complaints and giving apologies K28 The approved procedures for dealing with the problems listed in the range K29 Who to refer problems to when you cannot deal with them yourself 28 Level 2 NVQ in Spectator Safety ( )

31 Unit 202 Control the entry, exit and movement of people at spectator events (C210) What we mean by some of the words used in this unit Appearance this includes wearing the correct clothes, presenting a professional image and having the correct identification Communications (resources) this could be notebooks for recording incidents, or communications equipment such as radios, if appropriate Designated area the area you are responsible for Monitor keep a careful eye on Resources the things you need to do your job effectively Unlawful items for example, offensive weapons, drugs With particular needs for example, disabled people, old people, children Level 2 NVQ in Spectator Safety ( ) 29

32 Unit 202 Control the entry, exit and movement of people at spectator events (C210) Evidence of Real Work Activity What you must do There must be evidence that the candidate has met all of the requirements listed under What you must do through their own work at real spectator events (with the possible exceptions of those items listed under Use of Supplementary Evidence below). Evidence may be gathered through a combination of methods, for example, observations, looking at products of the candidate s work or using witness testimony from suitably experienced colleagues. There must be sufficient evidence to ensure that the candidate can meet the requirements on a consistent basis. What you must cover There must also be evidence that the candidate s work at real spectator events has met the following requirements: C210.1 a minimum of two types of resources, and two types of people C210.2 a minimum of two types of people, and two types of unauthorised items C210.3 a minimum of two types of people, and two types of problem This may be gathered through a combination of assessor observations, witness testimony and/or authentic records of the candidate s work (for example, diaries and/or reflective accounts countersigned by a senior colleague). If the candidate only provides the minimum coverage of What you must cover from their work as shown above, the remaining items under this heading must be assessed through the use of Supplementary Evidence (see below). Simulation Realistic simulations (not classroom based) may be used for all the performance criteria C , 5 if there is no naturally occurring evidence. Use of Supplementary Evidence Supplementary evidence should only be used for items under What you must cover that do not require evidence of real work activity. Supplementary evidence may also be used for C if no naturally occurring evidence is available. Supplementary evidence may be gathered through professional discussion, projects, assignments or case studies. Knowledge and Understanding There must be evidence that the candidate possesses all of the knowledge and understanding shown in the section headed What you must know and understand, in most cases this can be done by a professional discussion between the candidate and assessor. However, other techniques, such as oral questioning, written questions and answers, case studies, reflective accounts, projects and assignments and/or reflective accounts may also be appropriate. Assessors should note that some of the knowledge and understanding items require the candidate to show that they know and understand how to do something. If the assessor can reasonably infer from the candidate s work that they know and understand the required methods and techniques because there is evidence that they have applied them, there is no need for them to be assessed again on this knowledge item, for example through questioning. 30 Level 2 NVQ in Spectator Safety ( )

33 Unit 203 Overview Monitor spectators and deal with crowd problems (C211) Summary This unit is about keeping a careful watch over spectators and dealing with crowd problems such as unexpected movements, local overcrowding, over-capacity and unsociable/unlawful behaviour. The unit is divided into three parts. The first part describes the two things you have to do. These are: C211.1 Monitor crowds and identify potential problems C211.2 Follow instructions and procedures to deal with crowd problems The second part describes the knowledge and understanding you must have. The final part explains what we mean by some of the terms used in the unit. Target Group This unit is for stewards and other similar staff working directly with spectators to ensure their safety and welfare. Level 2 NVQ in Spectator Safety ( ) 31

34 Unit 203 Monitor spectators and deal with crowd problems (C211) C211.1 Monitor crowds and identify potential problems What you must do To meet the national standard, you must: 1 have the necessary resources ready for use 2 make sure your behaviour and appearance meets agreed standards at all times 3 carry out your duties impartially 4 pay careful attention to the crowd and the conditions in your designated area throughout your period of duty 5 identify crowd problems when they occur. What you must cover This element covers the following: a b c d resources 1 communications 2 safety equipment 3 keys 4 handbook crowds 1 friendly 2 aggressive 3 excited areas 1 confined areas 2 open areas 3 public areas 4 non-public areas crowd problems 1 unexpected crowd movements 2 local overcrowding 3 over-capacity 4 distress 5 separation of individuals and groups 6 unsociable behaviour 7 unlawful behaviour 8 entry into restricted areas. 32 Level 2 NVQ in Spectator Safety ( )

35 Unit 203 Monitor spectators and deal with crowd problems (C211) C211.2 Follow instructions and procedures to deal with crowd problems What you must do To meet the national standard, you must: 1 assess and report the crowd problem, answering any questions from supervisors clearly and accurately 2 take action following instructions and agreed procedures 3 make sure that any action is not dangerous to yourself and the other people involved 4 communicate with the people involved and colleagues clearly 5 reassure the people involved and encourage them to be calm and follow instructions 6 keep your control room/supervisor informed of the situation. What you must cover This element covers the following: a b c crowd problems 1 unexpected crowd movements 2 local overcrowding 3 over-capacity 4 distress 5 separation of individuals and groups 6 unsociable behaviour 7 unlawful behaviour 8 entry into restricted areas action 1 removing people and objects 2 containing the crowd 3 being visible to the crowd 4 reassuring 5 warning people 1 co-operative 2 unco-operative 3 intoxicated 4 emotional 5 with limited understanding of English 6 VIPs 7 with particular needs. Level 2 NVQ in Spectator Safety ( ) 33

36 Unit 203 Monitor spectators and deal with crowd problems (C211) What you must know and understand Monitoring crowds K1 The importance of carefully observing crowds and areas K2 The importance of wearing steward s identification at all times K3 What resources you need to have available and why K4 What to look for when monitoring crowds K5 Why it s important to carry out your duties impartially - how to do so K6 What sort of personal conduct and appearance is appropriate and why K7 The particular hazards to look out for in the types of areas listed Dealing with crowd problems K8 Basic legal requirements covering disability, discrimination and safety K9 The obvious signs of the types of hazardous behaviour listed K10 How to assess how serious the behaviour is K11 The correct action to take for different types of crowd problem and the procedures to follow K12 Conflict management techniques and defensive tactics K13 Why it s important to communicate clearly with the people involved and colleagues K14 Why it s important to reassure the people involved and encourage them to be calm and how to do so K15 The type of action which might endanger themselves and others K16 The correct reporting procedures to use 34 Level 2 NVQ in Spectator Safety ( )

37 Unit 203 Monitor spectators and deal with crowd problems (C211) What we mean by some of the words used in this unit Appearance this includes wearing the correct clothes, presenting a professional image and having the correct identification Assess gathering all the necessary information and identifying if there is a crowd problem Communications (resources) this could be notebooks for recording incidents, or communications equipment such as radios, if appropriate Designated area the area you are responsible for Hazards something that may cause harm Impartially not favouring or discriminating against any particular type of person Monitor keep a careful eye on Resources the things you need to do your job effectively Unlawful behaviour this would include racism, threatening behaviour, violence and other types of behaviour that is against the law Unsociable behaviour for example, swearing or other types of abusive behaviour With particular needs for example, disabled people, old people, children etc. Level 2 NVQ in Spectator Safety ( ) 35

38 Unit 203 Monitor spectators and deal with crowd problems (C211) Evidence of Real Work Activity What you must do There must be evidence that the candidate has met all of the requirements listed under What you must do through their own work at real spectator events (with the possible exceptions of those items listed under Use of Supplementary Evidence below). Evidence may be gathered through a combination of methods, for example, observations, looking at products of the candidate s work or using witness testimony from suitably experienced colleagues. There must be sufficient evidence to ensure that the candidate can meet the requirements on a consistent basis. What you must cover There must also be evidence that the candidate s work at real spectator events has met the following requirements: C211.1 a minimum of two types of resources, two types of crowds, all types of areas and a minimum of four types of crowd problems C211.2 a minimum of four types of crowd problems all types of actions, and a minimum of two types of people. This may be gathered through a combination of assessor observations, witness testimony, professional discussion and/or authentic records of the candidate s work (for example, diaries and/or reflective accounts countersigned by a senior colleague). If the candidate only provides the minimum coverage of What you must cover from their work as shown above, the remaining items under this heading must be assessed through the use of Supplementary Evidence (see below). Simulation Simulation is not allowed for this unit. Use of Supplementary Evidence Supplementary evidence should only be used for items under What you must cover that do not require evidence of real work activity. Supplementary evidence may be gathered through professional discussion, projects, assignments or case studies. Knowledge and Understanding There must be evidence that the candidate possesses all of the knowledge and understanding shown in the section headed What you must know and understand. In most cases this can be done by a professional discussion between the candidate and assessor. However, other techniques, such as projects, assignments and/or reflective accounts may also be appropriate. Assessors should note that some of the knowledge and understanding items require the candidate to show that they know and understand how to do something. If the assessor can reasonably infer from the candidate s work that they know and understand the required methods and techniques because there is evidence that they have applied them, there is no need for them to be assessed again on this knowledge item, for example through questioning. 36 Level 2 NVQ in Spectator Safety ( )

39 Unit 204 Overview Help to manage conflict (C237) Summary This unit is about dealing with situations where there is conflict between people. The unit includes using effective communication (verbal and non-verbal) to defuse the situation, maintaining your own personal safety, giving advice and warnings, and calling for assistance when required. The unit does not include attempting to physically control or restrain people. The unit is divided into three parts. The first part describes the two things you have to do. These are: C237.1 Communicate with people in conflict situations C237.2 Follow procedures to resolve conflict The second part describes the knowledge and understanding you must have. The final part explains what we mean by some of the terms used in the unit. Target Group This unit is for stewards and other similar staff working directly with spectators to ensure their safety and welfare. Level 2 NVQ in Spectator Safety ( ) 37