Centre Handbook - VTCT handbook/Centre... · Centre Handbook – February 2015 Page 3 13 Malpractice and maladministration 10 13.1 Scope and definitions 10 13.2 Reporting maladministration

February 2015

Centre Handbook

Centre Handbook – February 2015 Page 2

Contents

1 Introduction 4

2 Becoming an approved VTCT centre 4

3 Approved centre information 4

3.1 Centre agreement and centre certificates 4

3.2 Direct claim status 4

3.3 Approval for additional qualifications 5

3.4 Continued VTCT approval 5

3.5 Changing address 5

3.6 Approved centre criteria and guidance 6

3.7 External quality assurance visits 6

3.8 Spot check visits 6

3.9 Marketing requirements and use of logos 6

4 Centres in Scotland 6

4.1 Centres in Scotland 6

4.2 10 week rule 6

4.3 SQA monitoring visits 6

5 International centres 7

6 Records and retention requirements 7

7 Finance and invoicing 7

7.1 Invoicing policy 7

7.2 Minimum spend requirements 8

8 Cancelled centre visits 8

9 Sanctions policy 8

10 Withdrawal of approval 8

11 Quality assurance process 9

11.1 Assessor, IQA and EQA requirements 9

11.2 General applied qualifications 9

11.3 Internal quality assurance processes 9

11.4 External quality assurance processes 10

12 Sampling strategy 10


13 Malpractice and maladministration 10

13.1 Scope and definitions 10

13.2 Reporting maladministration 11

13.3 Dealing with malpractice 11

13.4 Reporting malpractice 12

13.5 Invalidating certificates 12

13.6 Checklist 13

13.7 Whistleblowing 14

13.8 Event Notification 15

14 Sector specific requirements 15

14.1 Hairdressing and Beauty Therapy – realistic working environments 15

14.2 First Aid – certificate claims 17

15 Occupational expertise requirements 17

15.1 Introduction 17

15.2 Centre requirements 17

15.3 Sector specific CPD requirements 18

16 Enquiries and appeals procedures 18

17 Complaints 19

17.1 VTCT complaints policy & procedure 19

17.2 Centre complaints procedure 19

18 Linx2 Systems 19

18.1 Access and logins 19

18.2 Linx2Online – learner management 19

18.3 Linx2Achieve – assessment and e-testing 19

18.4 Linx2Product – order assessment books 20

18.5 Linx2Record – e-portfolio 20

18.6 Linx2Exchange – general resources 20

18.7 Linx2Learn – learning resources 20

18.8 Linx2Learn – e-learning resources 20

19 Registration and certification requirements 21

20 RPL, exemption and equivalence 21

21 Glossary 21


1 Introduction The Centre Handbook provides centres with helpful information and explains VTCT’s requirements, therefore, we recommend that centre staff familiarise themselves with the contents. VTCT may also add additional requirements during the currency of this edition of the Centre Handbook and these will be notified to all approved centres by VTCT Bulletins. The Centre Handbook is available on the VTCT website.

2 Becoming an approved VTCT centre Centres wishing to offer VTCT qualifications need to go through a formal approval process. Any application to become a VTCT approved centre must detail the systems, resources and quality assurance arrangements for the delivery of the proposed qualifications. Centres can apply to offer a range of qualifications, but must state on their application the sectors and qualifications for which they are seeking approval. The appropriate VTCT forms must be used to make an application to become a VTCT centre. The application forms and guidance can be found on the VTCT website and all associated service fees are published in the VTCT Qualification Catalogue. For more information on becoming a centre please see the VTCT webpage “Become a VTCT Centre”. Desktop approval A centre’s application for desktop approval will be accepted when a centre is able to provide evidence that it is already approved to offer the same/similar qualifications with another awarding organisation. Desktop approval will not require a recognition visit and a reduced desktop approval fee will be charged as published in the current VTCT Qualification Catalogue. The condition of desktop approval is that VTCT will process registrations with immediate effect, but VTCT is unable to accept certification claims until a positive external quality assurance visit has been completed.

3 Approved centre information 3.1 Centre agreement and centre certificates When a centre has been approved by VTCT, a Centre Agreement (contract) will be issued that is valid for 3 years. On the return of the signed Centre Agreement, an approval certificate will be issued to the centre. Newly approved centres will be issued a centre certificate dated from their approval to the 31st December of the year issued. Renewed centre certificates will be issued each January with an approval certificate effective for the calendar year. Approval is subject to continuous review and approval status may be changed or withdrawn at any time where centre approval criteria are not met.

3.2 Direct claim status Direct claims status will be applied to a centre where the IQA processes are robust and effective. Direct claim status will enable a centre’s certificate claims to be processed without needing to be authorised by an EQA, however claims will be subject to spot checks and an EQA may follow up on these checks at any EQA visit.


New centres are required to undergo two consecutive satisfactory EQA visits before direct claims can be considered. Where a centre is transferring from another awarding organisation and has direct claims with the awarding organisation, direct claim status can be considered after the first EQA visit provided that the centre’s IQA process is robust and effective. Centres are required to retain all learner portfolios for the EQA to sample during the next external quality assurance visit following any direct claims made. 3.3 Approval for additional qualifications VTCT supports centres that wish to expand their provision of approved qualifications. The guidance below provides steps to add another qualification to a centre’s approved provision. To accelerate the process, the centre should include VTCT product codes as listed in the Qualification Catalogue when requesting approval for any new qualifications. (i) Qualifications within approved sectors

To request to add a qualification to the centre’s approved provision, the centre needs to send the request to their allocated EQA or to [email protected]. The request will be reviewed and if necessary copies of staff qualification certificates will need to be seen before approval can be given; copies of certificates can be sent to the EQA or checked during the next EQA visit. VTCT will confirm when a qualification has been added.

(ii) Qualifications outside of approved sectors

When the centre wants to add a new qualification that does not fall into their current approved sectors, the centre will need to complete an application form for an additional sector. Approval for an additional sector will be charged in accordance with the published service fees in the Qualification Catalogue.

3.4 Continued VTCT approval A centre which has been approved for the delivery and assessment of qualifications, but has not registered learners with VTCT for a qualification within six months of approval or for any twelve month period thereafter, will have their approval status withdrawn. There may be valid circumstances, planned or unplanned, that delay registration of learners. If this is the case centres should contact the Quality Assurance Department ([email protected]) who can extend these periods. Reinstatement of a centre’s approval status will require the approval process to be undertaken. An application for reapproval will need to be completed and a further recognition visit may be required. Service fees for reapproval are stated in the current Qualification Catalogue. 3.5 Changing address VTCT approves centres to deliver qualifications from their approved sites, VTCT understands that that centres will change address to adapt to the needs of the centre. Where a centre changes address or is planning to change address, VTCT must be notified. VTCT will update addresses to ensure that all post and documents are sent to correct address and not misplaced; however the centre will be suspended from making certification claims until a recognition visit has been completed for the new address. The recognition visit is chargeable in accordance with the reapproval service fee stated in the Qualification Catalogue.

mailto:[email protected]



3.6 Approved centre criteria and guidance Continuance of approval by VTCT is dependent on the full implementation of the approved centre criteria and of any specific requirements of the regulator(s). The approved centre criteria and guidance are available on the VTCT website. The approved centre criteria will be checked as a part of any EQA or spot check visit. 3.7 External quality assurance visits For centres offering vocational qualifications VTCT will appoint an External Quality Assurer (EQA) who will undertake future visits at the centre. The EQA will normally undertake two annual visits. This may be increased according to the size, risk or individual needs of the centre. Any additional visits will be charged in accordance with published service fees in the Qualification Catalogue. EQAs are available to centres to give advice and guidance. 3.8 Spot check visits From time to time VTCT conducts spot check visits. These visits do not carry an additional fee. Centres must provide VTCT and the regulator(s), upon request, with access to premises, people and records relating to learner assessment, achievement and internal quality assurance. If a centre fails to provide access, VTCT will suspend the centre’s right to claim certification until access is provided. Centres that do not comply with this requirement will have their approval status withdrawn. 3.9 Marketing requirements and use of logos Through its website VTCT promotes all approved centres to prospective learners. Therefore centres are expected to support and promote VTCT qualifications accordingly. If you wish to attach your centre logo to the VTCT website or to use the VTCT logo please contact [email protected] who will be able to provide assistance.

4 Centres in Scotland 4.1 Centres in Scotland Centres operating in Scotland must also meet the SQA regulatory requirements. The current requirements are on the SQA website. 4.2 10 week rule The 10 week rule is an SQA directive that applies to SVQs and Workplace Core Skills Units only. The 10 week rule requires learners seeking certification for a full SVQ or a Workplace Core Skill Unit to be registered for at least 10 weeks before a claim for certification is made. 4.3 SQA monitoring visits Centres must provide SQA with timely access to locations and records for monitoring purposes. SQA, as a regulator, conducts monitoring visits to randomly selected VTCT approved centres each year. Selected centres will be contacted in advance by SQA. Centres are required to ensure that all learner portfolios are available for inspection on the day of the monitoring visit. Centres are asked to cooperate fully with SQA officers who will be auditing VTCT quality assurance processes.



5 International centres VTCT is expanding its international portfolio with increasing numbers of centres operating overseas. This includes international centres which are independent, and international centres associated with a VTCT approved UK centre. The quality assurance process for regulated qualifications is identical. Any centre interested in operating a VTCT approved international site should e-mail [email protected] or call 023 8068 4500.

6 Records and retention requirements VTCT requires a record of who assessed an individual observation in the workplace, witness testimony and evidence of project work. This will need to include the name of the Assessor and Internal Quality Assurer (IQA). This data will enable an auditor or EQA to check with individuals what they did and when. In accordance with the requirement of the regulators, awarding organisations must provide centres with instructions and guidance on record keeping. The requirement for record keeping must specify the minimum information required to track learner progress and allow for independent authentication of any claim for certification. VTCT require the following as a minimum, to be retained for 3 academic years. Records may be retained in an electronic or paper format (in accordance with centre practice for archiving). (i) lists of all learners registered with the awarding organisation for each qualification

offered to include: learner name; date of birth; contact address; workplace address and contact details; Assessor(s) name; IQA(s) name; and registration date with VTCT;

(ii) learner assessment records detailing: who assessed what and when; the assessment

decision; the assessment methods used for each unit or component; and the location of the supporting evidence;

(iii) records of internal quality assurance activity detailing: who internally quality assured

what and when; details of the sample selected and its rationale; records of IQA standardisation meetings; Assessor and IQA competence records; monitoring records of Assessor / IQA progress toward achievement of the relevant Assessor and IQA qualifications (IQA); and requirements for the retention of learner evidence;

(iv) records of certificates claimed including unit certificates, who claimed the certificate

and when it was issued to the learner.

7 Finance and invoicing 7.1 Invoicing policy As a charitable trust, VTCT keeps its charges as low as possible and therefore it is neither appropriate nor practicable to advance commercial credit. Centres are expected to pay invoices promptly within the published terms and conditions. Where centres experience temporary difficulties in meeting the financial terms they should disclose this to the VTCT Finance Manager as soon as this becomes apparent. Centres which exceed their terms of credit may be subject to sanctions in accordance with the Sanctions Policy. Persistent



offenders may have their centre approval withdrawn. Approved centres must take all reasonable steps to protect the interest of learners where the centre can no longer undertake the effective delivery of VTCT qualifications. 7.2 Minimum spend requirements Being an active centre for potential learners implies a reasonable minimum number of learners per session. VTCT has quantified the minimum spend level as £800 per VTCT financial year being 1st August to 31st July. Any shortfall from the £800 minimum charge level will be invoiced to the centre in the August following the financial year. All spend by a centre is included when calculating the shortfall from the £800 including qualification registrations, record of assessment book purchases and any other services purchased from VTCT, for example attendance at events. This policy applies to centres that have completed a full year operating with VTCT, i.e. those that join VTCT mid-year will not be subject to the charge for the remainder of the year.

8 Cancelled centre visits Where a centre has agreed and planned for a centre visit and a visit is cancelled by the centre with little or no notice, VTCT will require the centre to pay for the full costs incurred to VTCT. This may include the cost of a day’s pay for the VTCT representative, any travel booked or used and any other expenses associated with the visit. These charges will apply where the notice of a cancelled visit is not sufficient to allow for alternative work to be organised for the planned visit date and to cover the costs of any advance travel bookings. VTCT will take into account any valid reasons for cancellation that are outside of the centre’s control and may waiver the charge in these circumstances.

9 Sanctions policy VTCT is required to publish a Sanctions Policy. The Sanctions Policy is used by VTCT to prevent adverse affects where centres do not comply with approval conditions. Sanctions imposed can be the formulation of action and/or improvement plan, the removal of direct claims or the suspension or withdrawal of centre approval The Sanctions Policy is published on the VTCT website..

10 Withdrawal of approval If a serious situation arises in which a centre is unable to fulfil the criteria set in respect of its quality assurance of assessment and rectification progress is not made within a given timescale, action for suspension will be taken immediately by the VTCT Quality Assurance Department on the recommendation of, and evidence from, the EQA. A full investigation will be undertaken and this may result in withdrawal of approval of the centre. Centres may appeal against decisions made by VTCT as detailed in the Appeals procedure. VTCT’s Quality Assurance Department may inform the regulator(s) of any suspension or withdrawal when a regulated qualification is involved.


11 Quality assurance process VTCT operates quality control of the assessment and internal quality assurance process within its centres, monitored by the Quality Assurance Department, which complies with the requirements of the regulator(s). Within this part of the Quality Assurance Department’s remit, there are three main strands. 11.1 Assessor, IQA and EQA requirements Assessors, IQAs and EQAs must hold appropriate qualifications which will ensure a minimum level of understanding of the essential elements of an assessment and internal quality assurance system. At least one qualification from the table below must be obtained for the relevant role.

Role Recognised qualifications

Assessor

D32 Assess candidate performance & D33 Assess candidate using differing sources of evidence;

A1 Assess candidate performance using a range of methods;

Level 3 Award in Assessing Competence in the Work Environment;

Level 3 Certificate in Assessing Vocational Achievement.

Internal Quality Assurer

D34 Internally verify the assessment process;

V1 Conduct internal quality assurance of the assessment process;

Level 4 Award in the Internal Quality Assurance of Assessment Processes and Practice;

Level 4 Certificate in Leading the Internal Quality Assurance of Assessment Processes and Practice.

External Quality Assurer

D35 Externally verify the assessment process;

V2 Conduct external quality assurance of the assessment process;

Level 4 Award in Externally Assuring the Quality of Assessment Processes and Practice;

Level 4 Certificate in Leading the External Quality Assurance of Assessment Processes and Practice.

11.2 General applied qualifications 16-19 Qualifications that fail into the General Applied area do not need to follow the above requirements and instead require a degree in the subject and a teaching qualification at Cert Ed or above. 11.3 Internal quality assurance processes The internal quality assurance process within the centre will be monitored through the external quality assurance visits. The internal quality assurance process will be evaluated to check its effectiveness through the external quality assurance to ensure the system is implemented.


11.4 External quality assurance processes VTCT has arrangements to monitor EQA performance including; (i) Standardisation

Multiple meetings are held each year. At these meetings EQAs will share case studies to ensure standard practices; be updated on VTCT qualifications, procedures and regulatory changes; and have guest speakers from SSC/SSBs, industry representatives or regulators.

(ii) Performance reviews

Performance reviews are regularly undertaken during EQA visits by a Senior External Quality Assurers or the Quality Assurance Manager to ensure consistency of practice.

(iii) Allocation of centres

EQAs will be allocated a variety of centres to ensure maximum sharing of good practice across the sector;

(iv) Rotation of centres

In order to maintain impartiality, EQAs will be rotated at least every 4 years. This rotation may occur before the end of 4 years either where logistics enable a better service to a centre or where logistics changes are required. Only in exceptional circumstances will an EQA support a centre for longer than 4 years.

(v) Retention of records

VTCT maintains copies of EQA reports and action plans together with any other relevant centre documentation.

12 Sampling strategy VTCT expects its centres to ensure the quality assurance and quality control of all learner assessment including all the principles of assessment, reliability, validity, fairness and authenticity. In support of this VTCT samples learners’ assessed work, decisions made and feedback given by Assessors, Moderators and IQAs. The VTCT Sampling Strategy is available on the VTCT website.

13 Malpractice and maladministration 13.1 Scope and definitions The malpractice and maladministration procedures apply to all VTCT qualifications. VTCT uses the following definitions for malpractice and maladministration. Malpractice – Any deliberate activity, neglect, default or other practice that compromises the integrity of the assessment process and/or validity of achievement and certification. Maladministration – Any activity, neglect, default or other practice that results in the centre or learner not complying with the general conditions and any other requirements as may be applicable form time to time.


Centres must inform VTCT of any suspected or alleged malpractice or maladministration. The following are examples of malpractice and maladministration. Malpractice examples

Evidence assessed is not the learner’s own work;

A learner has not finished the qualification after the certificate has been claimed;

Certificates have been claimed on the basis of falsified records;

Suspected irregular use of independent assessment papers and marking guides. Maladministration examples

Administration of learning and assessment is flawed, not fit for purpose or inefficient;

Certificates have been claimed in error due to ineffective processes. The awarding organisation certificates in accordance with the General Conditions of Recognition published by Ofqual, the Welsh Government and CCEA, SQA Accreditation’s Regulatory Principles and some criteria from Ofqual’s Additional Regulatory Documents. All VTCT approved centres must follow VTCT’s procedures for reporting and dealing with any suspected case of malpractice or maladministration. Centres must ensure that their staff, learners and others involved in providing a qualification are aware of these procedures. VTCT requires all centres to report promptly any malpractice suspected after learners have been registered. The possible implications of a failure to co-operate with these requirements will impact on the issue of certificates and the future acceptance of entries. Where malpractice or maladministration is suspected in a centre, including any assessment site, or a partner organisation involved in the administration or assessment of the qualification, VTCT’s Quality Assurance Department will write to the centre informing them that it has been suspended from making registrations and/or certification claims, dependent on the gravity of the malpractice or maladministration. 13.2 Reporting maladministration When a centre discovers that certificates have been claimed in error where a learner has either not completed the specified units or not completed the certificated qualification. The centre should contact VTCT Customer Support immediately and return all certificates for learners that have been incorrectly claimed. VTCT will remove the record of attainment for the learner and VTCT’s Quality Assurance Department will follow up all cases of maladministration, which requires centres to investigate and produce an action plan to improve processes to avoid maladministration in future. The centre’s EQA will follow up on action plans and investigations during any external quality assurance visit to the centre. 13.3 Dealing with malpractice All reports of malpractice will be treated as serious and on receipt of initial information or allegation, VTCT may provide details to the regulator(s) depending on the gravity of any malpractice. As soon as practicable following receipt of information or allegation of suspected malpractice VTCT’s Quality Assurance Department will provide full details to the centre principal or head of centre. VTCT will require the centre to instigate an immediate investigation and promptly provide VTCT with an initial response. VTCT will require regular


updates as to the progress of the investigation and a full report must be sent to VTCT once the investigation has been completed. VTCT will conduct its own preliminary investigation which will normally involve one of VTCT’s EQAs contacting the centre to agree when the visit is to occur. Depending on the severity of the suspected malpractice the centre’s VTCT EQA may carry out the initial investigation. VTCT must take action in all instances of alleged or suspected malpractice as it is necessary to maintain the integrity of qualifications. The actions taken will be proportionate to the gravity of the malpractice. 13.4 Reporting malpractice Centres must report promptly all cases of suspected malpractice to VTCT’s Quality Assurance Manager following notification of suspected malpractice. Centres are advised that VTCT must report cases of malpractice to the regulator(s) whenever it finds evidence that certificates may be invalid or where other fraudulent activity is suspected. VTCT will cooperate with any follow-up investigation of malpractice required by the regulator(s). Centres are advised that VTCT must agree with the regulator(s) on appropriate remedial action if there is evidence that certificates are invalid. Failure to report any suspected malpractice will result in immediate suspension of the centre for registrations and/or certifications until a full investigation has been completed. Centres that fail to report malpractice or maladministration may not have their approval status reinstated after the investigation is completed. VTCT is responsible for each of the centres it approves and as such, the responsibility for investigating alleged irregularities normally rests with VTCT unless there are special circumstances which require the regulator(s) to be involved. VTCT’s Quality Assurance Manager must notify the regulator(s) when commencing an investigation and provide an estimated timescale for its completion. All investigations will be fully documented and the investigation records are retained within VTCT’s Quality Assurance Department. The Quality Assurance Manager will prepare a final report when the investigation is complete and this will be copied to the regulator(s). The report will provide details regarding:

the origin of the complaint or mode of discovery of the alleged irregularity;

the investigations carried out;

the evidence provided;

the conclusions drawn;

the recommendations for action and resolution of the matter. Exceptionally, the regulator(s) may need to take over an investigation. In such circumstances the regulator(s) will provide a written instruction to VTCT informing them of this requirement and its reasons for taking such action. 13.5 Invalidating certificates VTCT must inform the regulator(s) whenever it finds evidence that a certificate may be invalid and must agree any appropriate action that may be required. Any qualification certificates are in principle deemed invalid in the following circumstances:

the evidence assessed is not the learner’s own work;


the learner has not finished the qualification after the certificate has been claimed;

the certificates have been claimed on the basis of falsified records;

the awarding organisation has issued certificates contrary to the regulator(s) requirements.

These circumstances set out the reasons why a certificate may be judged to be invalid. They do not prescribe the action that automatically has to be taken. A variety of factors need to be considered and VTCT’s Quality Assurance Manager will discuss these with the regulator(s). Action taken must be proportionate depending on the gravity of the malpractice or maladministration. The responsibility for the assessment and certification of learners is one which is shared between the centre and VTCT. Therefore centres must accept a shared responsibility, when dealing with problems caused for learners and when certificates have been wrongly claimed. When the decision is taken to invalidate certificates, VTCT must ensure that the following actions are taken by the centre:

follow the principle of seeking to protect the interests of learners as far as reasonably possible in the circumstances;

contact the learners involved and notify them of the status of their certificates and of any arrangements for re-assessment and/or certification;

ensure that the original certificates, whenever possible, are returned to VTCT. 13.6 Checklist Following an initial report of suspected malpractice: 1. Centre provides written confirmation to VTCT within two days following receipt of initial

report of suspected malpractice; or VTCT informs centre of suspected malpractice;

2. VTCT Quality Assurance Department to provide full written details to centre principal / head of centres;

3. VTCT applies sanctions on centre certification and if necessary, registration of learners whilst investigation is carried out;

4. EQA to liaise with centre contact to arrange for VTCT to conduct a preliminary investigation which will normally involve a visit to the centre;

5. Centre completes initial investigation and provides written report to VTCT;

6. Centre provides VTCT with a copy of the final report which provides details of findings, actions taken and recommendations to safeguard against any future reoccurrence;

7. On satisfactory conclusion VTCT will reinstate centre approval and will accept claims for learner registration and certification; or on unsatisfactory conclusion, VTCT seeks further advice from the regulator(s) which may result in handing over the investigation to the regulator(s);

8. VTCT will provide the regulator(s) with regular updates throughout the investigation, and a final copy of the report when the investigation has reached conclusion.


13.7 Whistleblowing Whistleblowing is a term used when an individual discloses information relating to malpractice and/or the covering up of malpractice. The malpractice is often committed by the individual’s employer, although this is not necessarily the case. To raise a concern that malpractice has taken place in relation to VTCT qualifications, the individual should raise their concern through the line management of the centre. If concerns are not addressed by the centre or the individual feels that it is not possible to raise the concerns internally then the individual should raise their concerns to VTCT’s Quality Assurance Manager. VTCT will evaluate the concern and may ask for more evidence/information from the individual. VTCT will decide whether and how to pursue the concern and will inform the individual of the action taken by VTCT. VTCT will inform the regulator of the issue raised and the course of action to be taken. The regulator will be informed at all stages of any investigation of the circumstances as undertaken by VTCT. Upon conclusion of any investigation, VTCT will provide you with a summary update of outcomes given the need to protect confidentiality. The regulator(s) will be provided with full details of the investigation/evaluation and where any serious issues are proven, other awarding organisations offering the same or similar qualifications will also be informed. Notes for the whistleblower VTCT is unable to accept anonymous allegations against a centre and as such is unable to act upon allegations of malpractice received anonymously. At all stages of a matter being investigated, VTCT will take all possible steps to protect the whistleblowers identity given the details or context expressed. VTCT will consider each disclosure of information sensitively and carefully, and decide upon an appropriate response. Information received in a disclosure may be shared with third parties where considered necessary. VTCT will always endeavour to keep a whistleblower’s identity confidential where asked to do so, although by law and by regulation, we may need to disclose your identity to:

the police, fraud prevention agencies or other law enforcement agencies (to investigate or prevent crime, including fraud) ;

the courts (in connection with court proceedings) ;

another person to whom we are required by law to disclose your identity;

the regulator responsible for the standards of the qualification(s) concerned. A whistleblower should also be aware that he or she may be identifiable by others due to the nature or circumstances of the disclosure.


13.8 Event Notification VTCT are required to comply with the regulators’ requirements to notify of certain events. VTCT must promptly notify the relevant regulator(s) when it has cause to believe that any event has occurred or is likely to occur which could have an Adverse Effect. An Adverse Effect includes where VTCT believes that there has been an incident of malpractice or maladministration, which could either invalidate the award of a qualifications, which it makes available or could affect another awarding organisation.

14 Sector specific requirements 14.1 Hairdressing and Beauty Therapy – realistic working environments A realistic working environment recreates the pressures and service time constraints of a commercial salon or treatment centre within a non-workplace centre. It is essential that any non-workplace centre offering VTCT qualifications is able to provide a realistic working environment. Practical assessments must be carried out under normal working conditions and the time taken for treatments must be in accordance with the published service level times. The accommodation provided for assessment will need to be of appropriate size and of such layout that it allows for good commercial practice, with a continuous flow of clients. It should also include a reception and retail sales area. VTCT developed the concept of the realistic working environment some years ago to cover the personal treatment fields in which we are concerned. This concept has now been widely adopted and is essential for training taking place elsewhere than in the workplace for competence-based qualifications. The following guidelines are helpful for the provision of a realistic working environment. (i) Reception

A reception area should be provided and staffed by learners who have received instruction and are working, or have worked, alongside an individual who is experienced on reception duties. The way in which telephone calls are dealt with, appointments made and scheduled, money taken for treatments and goods, supplies received and display cabinets set out, are covered within VTCT qualifications. The receptionist must ensure that clients are greeted in an appropriate way whilst waiting for their treatment. The receptionist is the first and last point of contact that a client has in a salon or treatment setting and is an important person fulfilling a function which can have a significant effect on profitability.

Clients should be met at the reception by the therapist or their assistant, greeted and conducted to the appropriate treatment area. Similarly, at the end of their treatment session, the client should be escorted back to the reception area.

(ii) Clients

Clients must be drawn from as wide a spectrum as possible, in terms of age, physical condition and the nature of the treatments they require. In order that learners do not always treat friends or relatives and to ensure they deal with a variety of different requirements, they should be allocated clients. Only in this way can assessments be


appropriately undertaken, the range be fully covered and treatment plans drawn up which require use of a variety of knowledge.

A reasonable charge should be made for the services offered so as to put the pressure on learners by clients wanting value for money. Responsibility for this provision rests with the centre.

(iii) Layout

The realistic working environment should be laid out, with separate areas needed for treatments. Appropriate equipment for the treatments and services must be provided such as; a sufficient number of basins must be supplied, along with appropriate electrical outlets, good controllable heating and lighting, and adequate changing facilities.

The realistic situation will vary according to the nature of the treatments being undertaken and the guide is best industry practice.

(iv) Legislation and hygiene

The realistic working environment must take full account of legislative requirements such as the Health & Safety at Work Act and also best industry hygiene practice. Local authorities impose requirements under licensing regulations and although these are not universal, all requirements in terms of hygiene should be followed. Additionally there may be national legislative requirements, altered from time to time by directives from the European Union. At all times, safety and hygiene must be in the forefront of all activity occurring within the realistic working environment.

(v) Confidentiality The same standards of confidentiality that apply within an external salon or clinic must apply in a realistic working environment. This is vital in establishing rapport with the client and providing competence in performance.

Record cards must not be left lying around and if a physical assessment is to be undertaken, a room or curtained cubicle should be set aside for this purpose. This should then not be entered unless the client invites you to do so. Respecting confidentiality implies a feeling of respect for the clients and can help to avoid difficult and potentially embarrassing situations.

(vi) Cost-effectiveness

During early training, time is not as important as accuracy and it is likely that material wastage may occur through inexperience. However, by the time clients are being treated in a realistic working environment, treatments should operate within published service level times. Once this has been achieved, budgeting can become effective and the cost-effectiveness of treatments given by learners can be measured.

Above all, within a realistic working environment, it is essential to maintain a professional attitude to those coming for treatment. They must be thought of as clients and not models. If all guidelines are followed, the realistic working environment will work as if it were a fully commercial operation and make regular work experience less daunting to the learner and more valuable to both them and the employers.


14.2 First Aid – certificate claims To comply with Health and Safety Executive requirements, certificates claims for First Aid qualifications must record the date that the student completed the course, not the date the certificate is claimed. It is the responsibility of Centres to provide the correct date and EQAs will conduct sample checks to ensure this ruling is adhered to.

15 Occupational expertise requirements 15.1 Introduction The Sector Skills Councils and Bodies (SSC/SSBs) in consultation with stakeholders are responsible for setting the current requirement for occupational expertise. These requirements and guidance are posted on the relevant SSC/SSBs website, including any requirement to undertake continuous professional development. The table below provides details of the SSC/SSBs relevant to VTCT qualifications.

SSC/SSB Qualification area

People 1st

www.people1st.co.uk Hospitality, Leisure, Passenger Transport, Travel and Tourism, Retail

Proskills www.proskills.co.uk

Printing, mineral extraction and processing, health and safety and process and manufacturing of furniture, glass, ceramics, coatings and paper

Skills CFA www.skillscfa.org/

Business and administration, customer service, enterprise and business support, human resources and recruitment, industrial relations, leadership and management, marketing and sales

Skills for Care and Development www.skillsforcareand development.org.uk

Social Care, Children, Early Years and Young People’s Workforces in the UK

Skills for Health www.skillsforhealth.org.uk

UK Health (Complementary Therapies & Sport Massage Therapy)

Skills for Justice www.skillsforjustice.com

Community Justice, Courts Services, Custodial Care, Fire and Rescue, Forensic Science, Policing and Law Enforcement and Prosecution Services

SkillsActive www.skillsactive.com

Sport, Fitness, Outdoors, Play work, Caravans and Hair and Beauty

15.2 Centre requirements Assessors, Tutors and IQAs are employed or contracted by the centre and are required to:

demonstrate active involvement in a process of industry relevant Continued Professional Development during the last two years; This may be discipline/context specific (practical and knowledge) or relevant to tutoring, assessing or quality assurance*;

maintain up-to-date records/evidence to support CPD.

*The EQA will look specifically for CPD that is discipline specific as tutors, assessors and IQA’s should be keeping up-to-date within their industry. Although other CPD activities are acceptable, there should be a balance of CPD activities which should not just include CPD relevant to tutoring, assessing or quality assurance.

http://www.people1st.co.uk/

http://fisss.org/sector-skills-council-body/directory-of-sscs/www.proskills.co.uk

http://www.skillscfa.org/

http://www.skillsforhealth.org.uk/

http://www.skillsforjustice.com/

http://www.skillsactive.com/


15.3 Sector specific CPD requirements The following will give sector specific requirements for CPD where known. CPD requirements start from the date that the staff member’s duties commenced. Hairdressing & Beauty Therapy Habia have set the required amount of CPD as 30 hours in any twelve month period for full time staff. Part time staff will need to calculate their required CPD pro-rata based on a 37 hour week. More information can be found on the Habia website http://www.habia.org/cpd/. Sports, Active Health and Fitness VTCT specifies a minimum of 30 hours CPD over a period of 2 years for full and part time staff. Hospitality & Catering There are no CPD requirements specified by the Sector Skills Council or VTCT, however VTCT recommends that the centre set a CPD requirements for staff to comply with.

16 Enquiries and appeals procedures The Enquiries and Appeals procedure is available on the VTCT website. The VTCT Quality Assurance Department is responsible for ensuring that the procedures for enquiries and appeals are followed at all times. These procedures have been put in place to protect the interests of learners. The Quality Assurance and Assessment Departments will maintain records of all enquiries and appeals received, recording outcomes. This information will be shared with the regulator(s) on request. The Enquiries and Appeals Procedure covers:

enquiries about results for external assessment;

appeals procedure requirements for centres;

centre appeals against a decision to change a centre’s approval status;

centres applying to VTCT for approval;

how to appeal against centre approval decisions;

appealing against an EQA decision;

Scotland centre appeals requirements. The Enquiries and Appeals Procedure does not cover:

Enquires about Results (EARs);

Access to Scripts;

Appeals for examined qualifications. The Post Results Services and Guide to the Appeals Process documents cover the above points for examined qualifications and are available on the VTCT website.

http://www.habia.org/cpd/


17 Complaints 17.1 VTCT complaints policy & procedure VTCT is committed to providing exceptional customer service. Whilst every effort is taken to provide exceptional customer service, sometimes mistakes are made. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. A complaints procedure has been established for people who feel dissatisfied with the service. You have a right to complain and have it investigated. VTCT aims to learn from any mistakes and the complaints procedure is seen as very important in the continuous improvement cycle. The VTCT complaints procedure can be found on the website. 17.2 Centre complaints procedure VTCT require centres to have a regularly reviewed complaints procedure to deal with learner complaints. Complaints procedures must include response times and anticipated timescales. Centres are required to forward copies of their complaints procedure when submitting their original application. Where a centre is situated in Scotland, the centre’s complaints procedure must reference that learners can complain to the centre, the awarding organisation and SQA Accreditation as a matter of course, with a reference to the Scottish Public Service Ombudsman (SPSO) where applicable.

18 Linx2 Systems 18.1 Access and logins When a centre is approved, a general access login and password is provided for access to the Linx2 area of the website. Centres must also obtain a secure login from [email protected]; the secure login provides access to Linx2Online, Linx2Record and/or Linx2Achieve and will normally be required by an examinations officer. 18.2 Linx2Online – learner management Linx2Online provides centres with access to submit registration and certification claims for the centre. Examinations officers will require a secure login to be able to access Linx2Online. There are a number of online videos and guides on the Linx2Online to help centres make registrations and certifications. Centres with a secure Linx2Online password can view all learners’ details in real-time, produce and manipulate their own reports of the registration lists. For support with making registrations or certifications, please contact [email protected] or 023 8068 4500. 18.3 Linx2Achieve – assessment and e-testing Linx2Achieve is VTCT’s online assessment portal and e-testing system. Within Linx2Achieve there is access to online papers which are electronically completed and marked or alternatively paper assessments which the centres will need to mark and sample.




Assignment briefs are also available to download from Linx2Achive as well as additional resources. For support with Linx2Achieve please contact [email protected] or 023 8068 4524. 18.4 Linx2Product – order assessment books To login to Linx2Product, the centre will need to input their VTCT centre number for access. Linx2Product allows a centre to order record of assessment books to support the delivery of qualifications that the centre offers. Record of assessment books are charged in accordance with the Qualifications Catalogue. Centres are able also to view and print the books themselves from the VTCT website. For support with ordering record of assessment books please contact [email protected] or 023 8068 4500. 18.5 Linx2Record – e-portfolio VTCT’s e-portfolio available to centres and offers:

offsite learner, assessor, IQA and EQA functionality;

QCF credit and RoC administration within the e-portfolio;

automatic posting of Learning Outcome reports from our Linx2Achieve platform direct into learner e-portfolio;

integrated Record of Assessment Book inside each learner e-portfolio. An e-portfolio administrator login will need to be requested by a member of staff at the centre, who will then be able to disseminate logins for the centre from that point onwards. On the Linx2Record page there are a number of videos and guides to help with using the e-portfolio. For support with the e-portfolio please contact [email protected] or 023 8068 5422. 18.6 Linx2Exchange – general resources Linx2Exchange provides access to a number of documents relevant to VTCT centres. Included in Linx2Exchange are the Centre Handbook and associated documents, centre resources, details on reasonable adjustments and special considerations and in additional a back catalogue of VTCT bulletins that have been sent to centres. 18.7 Linx2Learn – learning resources Linx2Learn is a database of learning material which VTCT offers to centres to help enrich the learning experience. A variety of media is available in various forms ranging from text/images to narrated videos and interactive macromedia files. 18.8 Linx2Learn – e-learning resources The Linx2Learn e-learning platform facilitates the learning, development and support of qualifications. Linx2Learn e-learning resources are available to both Learners and Centres and as such can be accessed through the respective Centre and Learner pages on the VTCT Website.





19 Registration and certification requirements Registration All learners must be registered with VTCT within 8 weeks of commencing their courses. Summative assessments undertaken by unregistered learners will not count. VTCT registration service standards are 3 working days for online submissions. Certification Where applicable the 10 week rule must be adhered to for SVQs and Workplace Core Skill Units. VTCT’s service standards for certification are: 3 working days for certification with direct claims and 30 days for certification requiring EQA approval (non direct claims).

20 RPL, exemption and equivalence VTCT publishes a Recognition of Prior Learning Policy which provides guidance to centres and covers recognition of prior learning (RPL), exemption and equivalence as well as the responsibilities of the centre. VTCT’s Recognition of Prior Learning Policy is published on the VTCT website. Centres are required to have an RPL policy, which will be checking during external quality assurance visits to the centre.

21 Glossary CCEA Council for the Curriculum Examinations and Assessment CPD Continuous Professional Development EARs Enquiries about Results EQA External Quality Assurance or External Quality Assurer IQA Internal Quality Assurance or Internal Quality Assurer Ofqual Office for Qualifications and Examinations Regulation QCF Qualification and Credit Framework RoC Rules of Combination RPL Recognition of Prior Learning SPSO Scottish Public Service Ombudsman SQA Scottish Qualifications Authority SSC/SSBs Sector Skills Councils or Sector Skills Bodies SVQ Scottish Vocational Qualification VTCT Vocational Training Charitable Trust