Draft NOS Structure: Roadside Assistance

Draft NOS Structure – Roadside Assisatance – August 2013 Institute of the Motor Industry

Draft NOS Structure: Roadside Assistance

Unit Ref Unit Title Generic Units

G1 Contribute to Housekeeping in Motor Vehicle Environments

G2 Reduce Risks to Health and Safety in the Motor Vehicle Environment

G3 Maintain Working Relationships in the Motor Vehicle Environment

G4 Use of hand tools and equipment in Motor Vehicle Engineering

G11 Supervisory Skills

G12 Developing Staff

G13 Business Management Technical Units

RR01 Carry Out Roadside Diagnostic Activities on Motor Vehicles

RR02 Carry Out Roadside Rectification Activities on Motor Vehicles

RR03 Assess and Secure the Roadside Situation

RR04 Remove and Transport Light Vehicles

RR06 Remove and Transport Commercial Vehicles

RR08 Recover, remove and transport Motorcycles

RR11 Customer Service for Emergency Motor Vehicle Operators

RR12 Basic Motor Vehicle Diagnostic Testing at the Roadside

RR14 Technical Data - understanding wiring diagrams & Manufacturers Data on Motor Vehicles

RR18 Give customers at the roadside a positive impression of yourself and your organisation

RR19 Provide technical support and advice to colleagues working at the roadside

Imported Units

LV16 Liaise with vehicle and product manufacturers and suppliers on technical matters

LV17 Provide diagnostic equipment and technical information system support in automotive environments

EV2 Carry out work on broken down or damaged electric and hybrid vehicles

Note: The above structure and NOS units may still benefit from further inclusion of statements relating to PAS 43

IMIRR01 Carry out roadside diagnostic activities on motor vehicles

IMIRR01 Carry out roadside diagnostic activities on motor vehicles 1

Overview

This unit is about carrying out a series of roadside mechanical, electrical and

electronic diagnostic tests on a variety of vehicle systems, and making suitable

recommendations for cost effective rectification work.

IMIRR01

Carry out roadside diagnostic activities on motor vehicles


Performance criteria You must be able to:

P1 wear suitable personal protective equipment throughout all roadside

diagnostic activities

P2 assess the dangers relating to the vehicle and its location prior to

commencing diagnostic activities

P3 secure the immediate safety of the driver and passengers effectively

P1P4 prepare the vehicle systems and work area for safe working practices

P2P5 support the identification of faults by reviewing vehicle:

P2.1P5.1 technical data

P2.2P5.2 diagnostic test procedures

P3P6 prepare, connect and test all the equipment required prior to use,

following manufacturers' instructions

P4P7 use diagnostic methods which are relevant to the symptoms presented

P5P8 collect diagnostic information in a systematic way relevant to the

diagnostic methods used

P6P9 collect sufficient diagnostic information to enable an accurate diagnosis

of faults

P7P10 identify and record the system deviation from acceptable limits

accurately

P8P11 make suitable recommendations for rectification based upon your

analysis of the diagnostic information gained

P9P12 ensure you records are accurate, complete, signed by the customer

(where appropriate) and passed to the relevant person(s) promptly, in

the format required

P10P13 report any anticipated delays in completion to the relevant

person(s) promptly

P11P14 ensure your working practices are safe and conform to legal,

current industry code of practice for safe roadside working and

workplace requirements

IMIRR01



Knowledge and understanding You need to know and understand:

Legislative and organisational requirements and procedures

K1 the health and safety legislation, current industry Code of Practice for

Safe Roadside Working and workplace procedures relevant to roadside

working practices and personal and vehicle protection when diagnosing

faults

K1.1 health and safety

K1.2 the environment including waste disposal

K1.3 the current industry Code of Practice for Safe Roadside

Working

K1K1.4 the appropriate personal and vehicle protective equipment for

working at the roadside

K2 legal and safe working requirements relating to the vehicle (including

road safety requirements)

K3 your workplace procedures for:

K3.1 recording diagnostic activities and recommendations

K3.2 the referral of problems

K3.3 reporting delays to the completion of work

K4 the importance of, documenting diagnostic and rectification information

K5 the importance of keeping others informed of progress

K6 the relationship between time, costs and profitability

K7 the importance of reporting anticipated delays to the relevant person(s)

promptly

Electrical and electronic principles

K8 electrical and electronic principles associated with vehicle systems,

including types of sensors and actuators, their application and operation;

digital and fibre optics principles

K9 how electrical and electronic vehicle systems operate, including electrical

component function, electrical inputs, outputs, voltages and oscilloscope

patterns

K10 the interaction between electrical, electronic and mechanical

components within vehicle systems

K11 electrical symbols, units and terms

K12 electrical safety procedures

K12K13 the hazards associated with high energy electrical vehicle

components

Use of diagnostic equipment

K13K14 how to prepare and test the accuracy of diagnostic equipment

used at the roadside

K14K15 how to use the appropriate diagnostic equipment used at the

roadside

Formatted

Comment [MW1]: Is this relevant at the roadside?

IMIRR01



Vehicle system faults and their diagnosis

K15K16 how to find, interpret and use sources of information on

technical data, diagnostic test procedures and statutory requirements

K16K17 how the vehicle systems within each of the vehicle areas

operate (ie engine area, transmission area, chassis or frame area and

electrical area)

K17K18 the possible causes of faults in vehicle systems within the

engine area, transmission area, chassis or frame area and electrical area

K18K19 the vehicle operating specifications for limits, fit and tolerances

K19K20 how to carry out systematic diagnostic testing of faults in vehicle

systems within the engine area, transmission area, chassis or frame area

and electrical area for the classification of vehicle worked upon using the

appropriate diagnostic methods listed in the Scoping Statement for this

unit

K20K21 the relationship between diagnostic methods and the symptoms

presented by the vehicle

K21K22 how to select the most appropriate diagnostic testing method for

the symptoms presented

K22K23 how to interpret test results and vehicle data in order to identify

the location and cause of system faults accurately

K24 how to make cost effective recommendations for rectification

K23K25 the importance of informing the customer where temporary work

has been carried out

IMIRR01



Developed by IMI Ltd

Version number 12

Date approved January 2010February 2014

Indicative review date

January 2012February 2017

Validity Current

Status Original

Originating organisation

IMI Ltd

Original URN 1

Relevant occupations

Engineering; Vehicle Trades

Suite Roadside Assistance

Key words Carry out Roadside Diagnostic Activities Motor Vehicles

IMIRR02 Carry out roadside rectification activities on motor vehicles

IMIRR02 Carry out roadside rectification activities on motor vehicles 1

Overview

This unit is about rectifying vehicle faults at the roadside. This may involve

repair and or recovery.

Comment [MW1]: Do we need a more comprehensive overview as this is very brief?

IMIRR02

Carry out roadside rectification activities on motor vehicles



P1 wear suitable personal protective equipment throughout all rectification

activities


commencing any rectification activity

P1P3 secure the immediate safety of the driver and passengers effectively

P2P4 use suitable sources of technical information to support your repair

activities

P3P5 assess and prepare all the equipment required prior to use, following

manufacturers' instructions

P4P6 use the equipment required correctly and safely throughout all

rectification activities

P5P7 carry out all rectification activities following:

P5.1P7.1 manufacturers' instructions

P5.2P7.2 your workplace procedures

P7.3 health and safety requirements

P5.3P7.4 environmental requirements

P5.4P7.5 the industry's current Code of Practice for Safe

Roadside Working

P6P8 work in a way which minimises the risk of:

P6.1P8.1 damage to other vehicle systems

P8.2 damage to other components and units

P6.2P8.3 damage to yourself, the driver or any other person

P6.3P8.4 contact with leakages

P6.4P8.5 contact with hazardous substances

P7P9 ensure your assessment of dismantled sub-assemblies, components and

units identifies accurately their condition and suitability for repair or

replacement

P8P10 inform the relevant person(s) promptly to arrange for recovery where

repairs are uneconomic or unsatisfactory to perform at the roadside

P9P11 ensure all repaired and replaced components and units conform to the

vehicle operating specification and any legal requirements

P10P12 adjust components and units correctly, when necessary, to

ensure they operate to meet system requirements

P11P13 record details of any additional faults you notice during the

course of your work accurately, and report them to the relevant person(s)

promptly

P12P14 use testing methods which are suitable for assessing the

performance of the system repair completed

P13P15 ensure the permanently repaired system performs to the vehicle

operating specification and any legal requirements prior to return to the

customer

P14P16 ensure any temporary work is safe, meets legal requirements

IMIRR02



and is sufficient to allow completion of the current journey or to a place

for permanent repair or safety

P15P17 ensure your repair records are accurate, complete and passed

promptly to the relevant person(s) in the format required

P18 report any anticipated delays in completion to the relevant person(s)

promptly

P16P19 dispose of any waste or used components in accordance with

any environmental requirements

IMIRR02





K1 the health and safety legislation, current industry Code of Practice for

Safe Roadside Working and workplace procedures relevant to roadside

working practices and personal and vehicle protection when rectifying

faults



K1.3 the current industry Code of Practice for Safe Roadside

Working

K1K1.4 appropriate personal and vehicle protective equipment for


K2 legal and safe working requirements relating to the vehicle (including

road safety and refrigerant handling requirements)


K3.1 recording rectification activities



K4 the importance of, documenting rectification information

K5 the importance of working to agreed timescales and keeping others

informed of progress


K7 the importance of reporting anticipated delays to the relevant person(s)

promptly


K8 electrical and electronic principles associated with vehicle systems,

including types of sensors and actuators, their application and operation;

digital and fibre optics principles



patterns

K10 the interaction between electrical, electronic and mechanical

components within vehicle systems



K12K13 the hazards associated with high energy electrical vehicle

components


K13K14 how to prepare and test the accuracy and functioning of

rectification equipment required

Formatted

Comment [MW2]: Is this required?

IMIRR02



K14K15 how to use the appropriate rectification and testing equipment

used at the roadside

Vehicle system faults and their rectification

K15K16 how to find, interpret and use sources of information on repair

procedures and statutory requirements

K16K17 the vehicle operating specifications for limits, fit and tolerances

for the type and classification of vehicle worked upon

K17K18 how the mechanical, electrical and electronic systems within all

vehicle areas operate (ie engine area, transmission area, chassis or

frame area, electrical area) for the classification of vehicle repaired

K18K19 how mechanical, electrical and electronic vehicle systems are

constructed, dismantled and reassembled for the classification of

vehicles repaired

K19K20 the possible causes of faults in mechanical, electrical and

electronic systems for the classification of vehicles repaired

K20K21 the cost-benefit relationship between the repair and

replacement of components and units

K21K22 the safety considerations affecting the decision to repair on site

or recover the vehicle to a place of safety

K22K23 the appropriate performance testing methods to be used

K23K24 how to interpret test results

K24K25 how to work safely avoiding damage to other vehicle systems,

components and contact with leakage and hazardous substances

K25K26 how to identify the types and causes of faults and failures of

systems, components and units

K26K27 how to assess the condition evidence within sub-assemblies,

components and units

K27K28 how to carry out roadside repair activities for all systems within

the engine area, transmission area, chassis or frame area and electrical

area for the classification of vehicle worked upon, including temporary

work

K28K29 how to make suitable adjustment to components and units

K29K30 how to test and evaluate the performance of repaired or

replaced components and units against operating requirements

K30K31 what constitutes temporary work

K31K32 the importance of informing the customer where temporary work

has been carried out

IMIRR02




Version number 12




Validity Current

Status Original


IMI Ltd

Original URN 2


Engineering; Vehicle Trades, Roadside Asistance Technician


Key words Carry out Roadside Rectification Activities Motor Vehicles

IMIRR03 Assess and secure the roadside situation

IMIRR03 Assess and secure the roadside situation 1

Overview

This unit is about securing and making an initial assessment of the site and

vehicle in order to make decisions for further action. Providing information to,

and seeking guidance from, relevant specialist authorities where hazardous

substances or situations may be involved.

IMIRR03

Assess and secure the roadside situation



P1 wear suitable personal protective equipment throughout all roadside

assessment and security activities

P2 secure and protect the incident site to comply with legal and

environmental requirements, current industry codes of practice,

prevailing weather conditions and the roadside situation


P4 ensure your initial assessment of the incident identifies accurately:

P4.1 the existence of any hazardous and potentially hazardous

substances

P4.2 any real and potential fire risks

P4.3 the need for any specialist assistance

P5 provide accurate information promptly and clearly to all relevant

authorities and your control centre covering:

P5.1 the existence of any injured persons

P5.2 the prevailing weather conditions

P5.3 the location and roadside situation

P5.4 the nature of the incident

P5.5 real and potential hazards

P6 seek assistance and guidance promptly from the relevant authorities

when you believe that hazardous substances are present

P7 ensure your initial assessment of the vehicle establishes:

P7.1 the nature and extent of any vehicle damage and or breakdown

P7.2 the feasibility of roadside repair

P8 make justifiable decisions for a course of action based upon the

information gained from your initial assessment of the situation

P9 ensure your records are accurate and complete and passed to the

relevant person(s) promptly

IMIRR03




Legal and organisational requirements and procedures

K1 the legal requirements and industry codes of practice governing site

protection and recovery operations

K2 the range of services and resources available within your organizsation

K3 your organisation's operating, reporting and recording procedures

K4 how to complete records and the importance of doing so

Assessing and securing the site

K5 the difference in requirements for securing and protecting a breakdown

site and an accident site

K6 the sources of specialist advice and guidance

K7 how weather conditions affect the assessment and security of the

roadside situation

K8 how to assess the immediate roadside situation surrounding an incident

K9 the circumstances in which to call for specialist assistance

K10 how to secure and protect incident sites in line with current industry

codes of practice

K11 how to take steps to secure the safety of yourself and others

K12 how to use electronic and radio communication methods effectively

K13 how to communicate with customers and relevant authorities

K14 how to make an initial assessment of the extent of vehicle damage and

or faults

K15 how to identify vehicles carrying hazardous substances

K16 how to interpret the results of your initial assessment and make

justifiable decisions for a course of action

K17 the possible consequences of inaccurate roadside assessment

K18 the importance of wearing appropriate personal protective equipment

Comment [MW1]: Should this be incident rather than accident?

IMIRR03




Version number 12




Validity Current

Status Original


IMI Ltd

Original URN 3


Engineering; Vehicle Trades, Roadside Assistance Technician

Suite Roadside Assistance; Vehicle Recovery; Vehicle Fitting

Key words Assess Secure the Roadside Situation

IMIRR04 Remove and transport light vehicles

IMIRR04 Remove and transport light vehicles 1

Overview

This unit is about removing and transporting upright vehicles from the roadside

or similar hard, level standing.

Comment [MW1]: Does this need expanding to maybe include knowing the different methods depending on drive train, electronics and legal requirements?

IMIRR04

Remove and transport light vehicles



P1 wear suitable personal protective equipment throughout all vehicle

removal activities

P1P2 assess the dangers relating to the vehicle and its location prior to

commencing recovery activities

P2P3 secure the immediate safety of the driver and passengers effectively, if

present

P3P4 use a recovery vehicle and recovery equipment which:

P3.1P4.1 is suitable for the type, condition and weight of vehicle to

be transported

P3.2P4.2 is suitable for the nature of the incident

P3.3P4.3 complies with legal requirements

P4P5 use warning lights in a way which complies with legal requirements and

current industry codes of practice

P5 codes of practice

P6 report viable options to your recovery controller for action promptly where

the recovery vehicle and equipment prove unsuitable

P7 vehicle and equipment prove unsuitable

P8P7 make the vehicle safe for transportation

P9P8 inform the relevant authorities promptly where the condition of the

vehicle and its removal presents a hazard

P10 presents a hazard

P11P9 position and rig the recovery vehicle and recovery equipment to:

P11.1P9.1 comply with industry codes of practice

P11.2P9.2 minimise the need to re-rig

P11.3P9.3 secure the best recovery advantage

P12P10 fit all necessary loading and securing equipment to comply with:

P12.1P10.1 legal requirements

P12.2P10.2 industry codes of practice

P12.3P10.3 manufacturers' operating instructions

P12.4P10.4 your organisation's requirements

P13P11 ensure your roadside working practices and procedures during

all removal and loading activities comply with legal requirements and

industry codes of practice for the type of road involved, the roadside

situation and prevailing weather conditions

P14 activities comply with legal requirements and industry codes of practice

for the type of road involved, the roadside situation and prevailing

weather conditions

P15P12 contact the relevant authority promptly where the loading

manoeuvre is likely to obstruct the flow of traffic

P16 flow of traffic

P13 ensure the recovery site is left free from debris, waste, tools, equipment

and cones prior to moving off

IMIRR04



P17P14 dispose of any debris or waste in accordance to any

environmental requirements

P18 to moving off

P19P15 transport the vehicle to the relevant destination without further

damage

P20P16 transport and unload the recovered vehicle to comply with:



P20.3P16.3 manufacturer's operating instructions


P21P17 ensure your records are accurate and complete and passed to

the relevant person(s) promptly

IMIRR04








K3 the limits of your authority for dealing with hazardous substances

K4 the importance of wearing the specified appropriate personal protective

equipment

K5 how to complete recovery records and the importance of doing so

Vehicle Recovery Equipment

K6 the types, purpose and use of the relevant vehicle recovery equipment in

the Scoping Statement for this unit

K7 the safe working loads for recovery equipment, axle weights and stability

Vehicle Recovery

K8 how to assess the most suitable recovery method for the type of incident,

type of vehicle, the location and the condition of the vehicle involved

K9 how to assess the weight of a vehicle, including a load where appropriate

K10 the effect of weather conditions on the feasibility of recovery operations

and how they are conducted

K11 how to use suitable site to base communication methods

K12 how to give clear, appropriate and informative instructions to customers

K13 the circumstances in which to call for specialist advice and assistance

K14 the operation of braking and transmission systems

K15 the principles of loading and load containment

K16 on site recovery planning and control techniques

K17 how to prepare and secure vehicles for transportation

K18 how to check for and deal with any vehicle system and load leakage

K19 the dangers associated with roadside recovery operations and how to

lessen the risks to yourself, customers and other road users


K21 the importance of informing the authorities where roadside operations

are likely to affect other traffic

K22 how to position and rig recovery vehicles

K23 how to fit towing, loading and transportation equipment for the types of

vehicle you deal with

K24 how to work safely at the roadside following industry codes of practice

K25 how to perform safety checks on vehicles relevant to the types of vehicle

you deal with

K26 how to clear the site prior to moving off taking in to account any

environmental issues where appropriate

K27 how to use suitable warning lights

IMIRR04



K28 how to avoid damage to vehicles during transportation

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spacing: single

IMIRR04



Additional Information Scope/range

1. Recovery equipment is:

1.1. tow poles

1.2. transporters

1.3. vehicle mounted recovery cranes

1.4. winches

1.5. truck mounted loaders

1.6. underlifts

1.7. trailers

1.8. spec lifts/support lifts

2. Roadside situation is:

2.1. off a live carriageway

2.2. on a live carriageway

3. Weather conditions are:

3.1. poor visibility

3.2. light

3.3. dark

3.4. dry

3.5. rain

3.6. snow

3.7. ice

3.8. wind


pt, Bold, Font color: Blue, Do not check

spelling or grammar


spacing: single

IMIRR04



Glossary

Industry Codes of Practice:

The current Code of Practice for Safe Roadside Working.

Legal requirements:

Current legislation (including local bye-laws and regulations) applicable to

securing and protecting the recovery site.

Personal protective equipment:

Reflective safety garments, safety footwear, safety gloves and safety glasses

as recommended by the current industry Code of Practice for Safe Roadside

Working.

Recovery vehicle:

Any vehicle fitted with recovery equipment.

Roadside:

Examples include: rural roads, urban roads and motorways, in hazardous and

non- hazardous situations.

Similar hard, level standing:

Examples include: driveways, forecourts and car parks .

Vehicles:

These can be any of the following – light vehicles, commercial vehicles,

motorcycles, mopeds and scooters.


spacing: single


pt, Bold, Font color: Blue, Do not check

spelling or grammar

IMIRR04




Version number 12




Validity Current

Status Original


IMI Ltd

Original URN 4


Engineering; Vehicle Trades, Roadside Recovery Driver, Roadside Assistance

Technician

Suite Roadside Assistance; Vehicle Recovery

Key words Remove Transport Light Vehicles

IMIRVR06 Remove and transport heavy commercial vehicles

IMIVRR06 Remove and transport heavy commercial vehicles 1

Overview

This unit is about recovering and transporting heavy upright commercial

vehicles from the roadside or similar hard, level standing.

Comment [MW1]: Do this overview need expanding further?

IMIVRR06

Remove and transport heavy commercial vehicles



P1 wear suitable personal protective equipment throughout all vehicle

removal activities

P1P2 assess the dangers relating to the vehicle and its location prior to

commencing recovery activities

P2P3 secure the immediate safety of the driver and passengers effectively, if

present

P3P4 use a recovery vehicle and recovery equipment which:

P3.1P4.1 is suitable for the type, condition and weight of vehicle to

be transported

P3.2P4.2 is suitable for the nature of the incident

P3.3P4.3 complies with legal requirements

P4P5 use warning lights in a way which complies with legal requirements and

current industry codes of practice

P5P6 report viable options to your recovery controller for action promptly where

the recovery vehicle and equipment prove unsuitable

P6P7 make the vehicle safe for transportation


vehicle and its removal presents a hazard

P8P9 position and rig the recovery vehicle and recovery equipment to:

P8.1P9.1 comply with industry codes of practice

P8.2P9.2 minimise the need to re-rig

P8.3P9.3 secure the best recovery advantage

P9P10 fit all necessary loading and securing equipment to comply with:



P9.3P10.3 manufacturers' operating instructions

P9.4P10.4 your organisation's procedures

P10P11 ensure your roadside working practices and procedures during

all removal and loading activities comply with legal requirements and

industry codes of practice for the type of road involved, the roadside

situation and prevailing weather conditions

P11P12 contact the relevant authority promptly where the loading

manoeuvre is likely to obstruct the flow of traffic

P13 ensure the recovery site is left free from debris, waste, tools, equipment

and cones prior to moving off

P12P14 dispose of any debris or waste in accordance to any

environmental requirements

P13P15 transport the vehicle to the relevant destination without causing

further damage

P14P16 transport and unload the recovered vehicle to comply with:



IMIVRR06



P14.3P16.3 manufacturer's operating instructions


P15P17 ensure your records are accurate and complete and passed to

the relevant person(s) promptly

P16P18 ensure no recovery equipment is overloaded adhering to:

P16.1P18.1 manufacturer's instructions

P16.2P18.2 equipment loading instructions

P16.3P18.3 company procedures

IMIVRR06








K3 the limits of your authority for dealing with hazardous substances

K4 the importance of wearing the specified appropriate personal protective

equipment

K5 how to complete recovery records and the importance of doing so

Vehicle Recovery Equipment

K6 the types, purpose and use of the relevant vehicle recovery equipment in

the Scoping Statement for this unit

K7 the safe working loads for recovery equipment, axle weights and stability

Vehicle Recovery

K8 how to assess the most suitable recovery method for the type of incident,

type of vehicle, the location and the condition of the vehicle involved

K9 how to assess the weight of a vehicle, including a load where appropriate

K10 the effect of weather conditions on the feasibility of recovery operations

and how they are conducted

K11 how to use suitable site to base communication methods

K12 how to give clear, appropriate and informative instructions to

customers/drivers

K13 the circumstances in which to call for specialist advice and assistance

K14 the operation of braking and transmission systems

K15 the principles of loading and load containment

K16 on site recovery planning and control techniques

K17 how to prepare and secure vehicles for transportation

K18 how to check for and deal with any vehicle system and load leakage

K19 the dangers associated with roadside recovery operations and how to

lessen the risks to yourself, customers, drivers and other road users


K21 the importance of informing the authorities where roadside operations

are likely to affect other traffic

K22 how to position and rig recovery vehicles

K23 how to fit towing, loading and transportation equipment for the types of

vehicle you deal with

K24 how to work safely at the roadside following industry codes of practice

K25 how to perform safety checks on vehicles relevant to the types of vehicle

you deal with

K26 how to clear the site prior to moving off taking in to account any

environmental issues where appropriate

K27 how to use suitable warning lights

K28 how to avoid damage to vehicles during transportation

IMIVRR06



IMIVRR06



Additional Information Scope/range

1. Recovery equipment is:

1.1. tow poles

1.2. transporters

1.3. vehicle mounted recovery cranes

1.4. winches

1.5. truck mounted loaders

1.6. underlifts

1.7. trailers

1.8. spec lifts/support lifts/underlifts

2. Roadside situation is:

2.1. off a live carriageway

2.2. on a live carriageway

3. Weather conditions are:

3.1. poor visibility

3.2. light

3.3. dark

3.4. dry

3.5. rain

3.6. snow

3.7. ice

3.8. wind

IMIVRR06



Glossary

Commercial Vehicles:

These are medium and large goods vehicles of 3500kgs gross vehicle mass

(GVM) and above.

Industry Codes of Practice:

The current Code of Practice for Safe Roadside Working.

Legal requirements:

Current legislation (including local bye-laws and regulations) applicable to

securing and protecting the recovery site.

Personal protective equipment:

Reflective safety garments, safety footwear, safety gloves and safety glasses

as recommended by the current industry Code of Practice for Safe Roadside

Working.

Recovery vehicle:

Any vehicle fitted with recovery equipment.

Roadside:

Examples include: rural roads, urban roads and motorways, in hazardous and

non- hazardous situations.

Similar hard, level standing:

Examples include: driveways, forecourts and car parks .

Vehicles:

These can be any of the following – light vehicles, commercial vehicles,

motorcycles, mopeds and scooters.

IMIVRR06




Version number 12

Date approved September 2010February 2014


September 2012February 2017

Validity Current

Status Original


IMI Ltd

Original URN 6


Engineering, Vehicle Trades; Roadside Assistance Technician; Commercial

Vehicle Recovery Driver

Suite Vehicle Recovery

Key words Remove Transport Heavy Vehicles; Transport Commercial Vehicles

IMIRR08 Recover, remove and transport motorcycles

IMIRR08 Recover, remove and transport motorcycles 1

Overview

This unit is about recovering Motorcycles from on and off road positions to a

suitable on road or hard standing ready for onward transportation.

Comment [MW1]: Does this need something more about transporting the motorcycle?

Comment [MW2]: Does there need to be reference in the title and overview about accident recovery as well as breakdown recovery?

IMIRR08

Recover, remove and transport motorcycles



P1 wear suitable personal protective equipment which complies with legal

and industry codes of practice throughout all motorcycle recovery

activities

P2 Use the most suitable recovery method based upon:

P2.1 your initial assessment of the incident and roadside conditions

P2.2 motorcycle condition and position

P2.3 the risks and hazards involved

P2.4 available resources

P3 work in a way which minimises the risk of:

P3.1 further damage to the motorcycle

P3.2 damage to yourself or others

P3.3 contacts with leakages

P2.4P3.4 contact with hazardous substances

P3P4 report viable options for action promptly to your recovery controller where

the recovery motorcycle vehicle and recovery equipment to hand prove

unsuitable

P4P5 prior to commencing operations, inform the relevant person(s) promptly

and clearly of:

P4.1P5.1 the recovery method to be used

P4.2P5.2 any implications affecting them or the motorcycle

P4.3P5.3 gain their agreement to your plans

P5P6 store all personal effects and loads in a secure location

P6P7 seek guidance and assistance from the relevant person(s) promptly

where loads require specialist handling and transfer procedures

P7P8 make the casualty motorcycle safe prior to commencing any recovery

operation


motorcycle and its removal presents a hazard

P9 presents a hazard

P10 when necessary, calculate accurately, the effort needed to right and

winch motorcycles back onto the road

P11 the road

P12P11 operate all recovery equipment appropriately to comply with:


P12.2P11.2 industry codes of practice for recovery operations

P12.3P11.3 the manufacturer's instructions


P13P12 where necessary ensure your accident recovery working

practices and procedures comply with legal requirements and industry

codes of practice for safe operation

P14P13 ensure the casualty motorcycle is secured safely on a suitable

hard surface ready for transportation

Formatted

Formatted: Indent: Left: 1 cm,

Hanging: 0.5 cm

IMIRR08



P15 transportation

P16P14 ensure the recovery site is left free of all debris, waster, tools

and equipment prior to leaving and dispose of any waste in accordance

to environmental requirements

P17 leaving

P18P15 ensure all your records are accurate and complete and passed

to the relevant person(s) promptly

P19P16 promptly

IMIRR08




K1 the relevant legal requirements, health and safety requirements and

industry codes of practice governing site protection and recovery

operations

K2 your organisation's operating, reporting and recording procedures for

accident recovery

K3 the limitations of your authority for dealing with hazardous substances

and hazardous situations

K4 the importance of wearing the specified personal protective equipment

K5 how to complete records accurately and the importance of doing do

K6 the basic principles of winch operation including rolling resistance,

gradient resistance and damage resistance forces

K7 the effect of weather and roadside conditions on recovery operations

K8 the effect of the design and contents of the casualty motorcycle on the

recovery operation

K9 the effect of motorcycle condition and position on the recovery operation

K10 the importance of reporting and seeking guidance from others when

hazardous substances are present at an accident incident site

K11 the operation of motorcycle braking and transmission systems

K11K12 the hazards associated with high energy electrical motorcycle

components

K12K13 the principles of loading and load containment

K13K14 the requirements for securing personal effects and loads

K14K15 on site accident recovery planning and control techniques

K15K16 the authorities who may have an interest in accident incident

situations and the importance of liaising with them and following their

instructions

K16K17 the dangers associated with accident recovery operations and

how to lessen the risks to yourself, customers and other road users

K17K18 how to work safely and effectively at the scene of a motorcycle

accident

K18K19 how to use site to base communication methods

K19K20 how to identify motorcycles carrying hazardous substances

K20K21 how to assess the most suitable method of recovery

K21K22 how to recover casualty motorcycles without inflicting

unnecessary further damage

K22K23 how to prepare and secure motorcycles for recovery

K23K24 how to check for and suitably deal with any spillages and load

loss

K24K25 how to clear and make safe accident sites prior to moving off in

accordance with any legislation, codes or practice and environmental

requirements

IMIRR08




Version number 12




Validity Current

Status Original


IMI Ltd

Original URN 8


Engineering; Vehicle Trades, Recover Driver, Roadside Assistance Technician


Key words Recover Remove Transport Motorcycles

IMIRR11 Customer service for emergency motor vehicle operators

IMIRR11 Customer service for emergency motor vehicle operators 1

Overview

This unit is about providing assistance to customers in emergency situations

including the ability to co-ordinate the post-emergency situation, including any

necessary recording.

IMIRR11

Customer service for emergency motor vehicle operators



P1 assess the situation accurately and promptly and develop a suitable plan

of action, prioritising needs

P2 take control in a calm, professional manner and in a way that prevents

the situation escalating further

P3 issue prompt, clear and relevant instructions to others assisting with the

situation, if necessary

P4 call inform any relevant emergency services promptly

P5 refer any situations outside of your personal authority or control promptly

to the correct authorities

P6 take suitable immediate action to minimise danger or distress to your

customers who are in the immediate vicinity

P7 ensure your responses complies comply with organisational procedures

and any local requirements

P8 minimise any inconvenience to customers and maintaining maintain

customer morale and goodwill

P9 brief and reassure customers affected by the emergency

P10 make suitable arrangements for those customers unable to continue with

their original plans

P11 give sympathetic and on-going support to those directly affected

P12 maintain and process full and accurate records in the required format to

meet current local, legal and your organisation's requirements

Comment [MW1]: Should this just be your customers or should it cover any person in the immediate vicinity?

IMIRR11




K1 the steps to contain the types of emergency situations

K2 possible courses of action available to handle the emergency situations

K3 how to assess emergency situations and factors that must be considered

in order to arrive at the most suitable course of action

K4 factors affecting customer morale and goodwill in emergency situations

K5 the consequences of failure to take appropriate action in the emergency

situations

K6 where to find emergency contact numbers and the nature of the help

available

K7 why prompt help and good communications with customers, colleagues

and other affected parties is so important

K8 the role taking the correct action plays in maintaining good customer

relationships and its value to your organisation

K9 the importance of giving on-going support to those closely affected by

the emergency

K10 why different approaches may have to be used when considering the

local situation and organisational policy

K11 the types of arrangements that can be made for customers unable to

continue with their plans and how to instigate these

IMIRR11




Version number 12




Validity Current

Status Original


IMI Ltd

Original URN 1


Engineering; Vehicle Trades, Roadside Assistance Technician, Recovery

Driver


Key words Customer Service Emergency Motor Vehicle Operators

IMIRR12 Basic motor vehicle diagnostic testing at the roadside

IMIRR12 Basic motor vehicle diagnostic testing at the roadside 1

Overview

This unit is about conducting, recording and evaluating results of comparative

testing and interpreting results at the roadside. This unit is about the skills and

knowledge involved in the use of basic diagnostics relating to straightforward

diagnostic testing..

IMIRR12

Basic motor vehicle diagnostic testing at the roadside



P1 use suitable personal and vehicle protective equipment throughout all

basic diagnostic activities


commencing any basic diagnostic activity


P4 work in a way which minimises the risk of:

P4.1 damage to other vehicle systems

P4.2 damage to other components and units

P4.3 damage to yourself, the driver or any other person

P4.4 contact with leakage

P4.5 contact with hazardous substances

P1 identify and demonstrate a working understanding of the following

systems:

P1.1 electrical systems & circuits

P1.2 engine

P1.3 transmission

P1.4 steering

P1.5 fuel

P1.6 suspension vii) brakes viii) cooling systems

P1.7P4.6 exhaust

P2P5 identify symptoms in order to determine a system fault and cause

P3 you use safe working practices when dealing with diagnostic equipment

P4P6 you take prompt and effective corrective actions to resolve any errors

occurring within the limits of your workplace responsibilitiesresponsibility

P7 demonstrate the correct use of basic test equipment including but not

restricted to multi-meter, test lamp/light, inductive current clamp, cooling

system pressure tester, compression tester, wheel alignment

P8 make suitable recommendations for rectification based on your findings

P9 ensure your records are accurate, complete, signed by the customer

(where appropriate) and passed to the relevant person(s) prompty in the

required format

P10 ensure your working practices conform to:

P10.1 health and safety

P10.2 any legal requirements

P10.3 current industry Code of Practice

P10.4 your workplace procedures

P5P10.5 any environmental requirement

Formatted

Comment [MW1]: Basic test equipment list created below in scope/range

Formatted: None, Space Before: 0

pt, Don't keep with next, Don't keep

lines together

IMIRR12





K1 the legislation and workplace procedures relevant to



K1.3 the current industry Code of Practice for Safe Roadside Working

K1.4 appropriate personal and vehicle protective equipment for


K2 legal and safe working requirements relating to the vehicle


K3.1 recording diagnostic activities



K4 the importance of documenting diagnostic information


informed of progress/delays

Vehicle Systems

K6 the basic system features and operating principles of:

K6.1 electrical systems and circuits

K6.2 engines

K6.3 manual, automatic and semi-automatic transmission

K6.4 manual and power assisted steering

K6.5 fuel systems

K6.6 independent and non independent suspension

K6.7 exhaust systems including catalytic convertors and diesel

particulate filters

K6.8 brakes including ABS/EBS

K6.9 cooling systems

K6.10 high energy electrical systems

K7 how to recognise symptoms to determine a cause

K8 how to recognise basic vehicle system faults


K9 how to prepare and test the accuracy and functioning of diagnostic

equipment required

K10 how to use the appropriate diagnostic and testing equipment at the

roadside

K11 the types and causes of errors that can arise during the use of diagnostic

equipment


Hanging: 1.5 cm

Formatted: Font: Bold

Formatted








Hanging: 1.5 cm


Formatted





IMIRR12



Additional Information Scope/range related to performance criteria

1. Basic test equipment includes:

1.1 multi meter

1.2 LED test probe

1.3 inductive current clamp

1.4 cooling system pressure tester

1.5 handheld fault code reader

1.6 battery discharge tester


pt, Bold

IMIRR12




Version number 12




Validity Current

Status Original


IMI Ltd

Original URN 2


Engineering; Vehicle Trades; Roadside Assistance Technician; Mobile Vehicle

Technician


Key words Basic Motor Vehicle Diagnostic Testing

IMIRR14 Technical data – understanding wiring diagrams & manufacturers data on motor vehicles

IMIRR14 Technical Data – understanding wiring diagrams & manufacturers data on motor vehicles 1

Overview

This unit is the use of technical data such as manufacturer's instructions and

wiring diagrams

This NOS is suitable for any person that needs to review and understand

manufacturers’ data and wiring diagrams. This can cover any vehicle electrical

system and could be equally relevant to a technical helpline operative or a

technician based within a workshop or operating at the roadside.

Comment [MW1]: Needs a more descriptive overview

IMIRR14

Technical Data – understanding wiring diagrams & manufacturers data

on motor vehicles



P1 source and use up-to-date, accurate and relevant technical information

P2 ensure you have sufficient data to complete the required task

P3 identify the relevant data contained within your acquired information

P4 locate and understand wiring diagram symbols and colour codes

P5 recognise the systems installed on the vehicle you are working on

P6 describe the correct operation of the system being investigated

P7 identify and deal promptly and effectively with any problems encountered

P8 inform the relevant person(s) of any delays/problems

P9 ask the relevant person to gain additional information or technical data

P1 Use up-to-date, accurate and relevant information on technical

requirements

P2 Ensure that the information contains all essential data

P3 Identify and interpret the required details

P4 Identify and deal promptly and effectively with any problems occurring

with the

P5P10 requirements and their interpretation

IMIRR14


on motor vehicles



K1 where to source relevant technical information and wiring diagrams for

the type of vehicle being worked on

K2 the symbols and abbreviations used within electrical circuit diagrams

K3 the difference between a wiring diagram and a system schematic

K4 the principles of current flow relating to automotive electrical systems

K5 the importance of ensuring the technical data is correct for the vehicle

and vehicle system being worked upon

K1 basic working knowledge and understanding of the information and

document systems that relate to the maintenance of vehicles

K2K6 basic working knowledge and understanding of the documentation care

and control procedures in line with the company and manufactures’

procedures

K3 basic working knowledge and understanding of the specification

K4 structure and content of wiring diagrams

K5 basic working knowledge and understanding of the conventions, symbols

and abbreviations as used within the automotive industries

K7 basic working knowledge and understanding of the standards and

regulations that relate to the maintenance of electrical vehicles

K8 the consequences of misinterpreting technical data and wiring diagrams

for:

K8.1 the system being worked on

K8.2 other related vehicle systems

K8.3 other non related vehicle systems

K8.4 the test equipment being used

K6K8.5 yourself and work colleagues

K7K9 the working knowledge and understandingthe limits of your

responsibilities with regard to the reporting lines and procedures in your

environment

Formatted

IMIRR14


on motor vehicles



Version number 12




Validity Current

Status Original


IMI Ltd

Original URN 4


Engineering; Vehicle Trades; Roadside Assistance Technician; Technical

Helpline Operative


Key words Technical Data Understanding Wiring Diagrams Manufacturers Data Motor

Vehicles

IMILV16 Liaise with vehicle and product manufacturers and suppliers on technical matters

IMILV16 Liaise with vehicle and product manufacturers and suppliers on technical matters 1

Overview

This NOS covers obtaining and providing information to and from

manufacturers and suppliers for diagnostic activities, warranty activities, repairs

and to support product development.

IMILV16

Liaise with vehicle and product manufacturers and suppliers on

technical matters



P1 be aware of current technical developments and information for the

vehicles you handle

P2 seek assistance from manufacturers/suppliers only when the prescribed

diagnostic processes have failed

P3 provide information at the level of detail necessary and in a form and

manner which the recipient will understand and accept

P4 report technical problems and quality issues promptly in line with

manufacturer's/suppliers requirements

P5 collect sufficient, detailed information on the vehicle, the problem and

action taken prior to contacting the manufacturer/supplier

P6 make clear and prompt requests for information to

manufacturers/suppliers

P7 respond to requests for information from manufacturers/suppliers within

the specified timescale

P8 ensure all information received from manufacturers/suppliers is passed

on to the relevant person(s) promptly

P9 report any anticipated delays in obtaining or providing information to the

relevant person(s) promptly

P10 produce reports and technical information that are complete, accurate

and in the format required

P11 suggest possible methods for improving the reporting process to your

manager, when necessary

P12 carry out your reporting in an effective and efficient manner that is not

detrimental to the smooth running of the business

IMILV16


technical matters




K1 the legislation and workplace procedures relevant to:


K1.2 the environment including disposal of waste

K1.3 road safety requirements

K1.4 the type of vehicle being worked on

K1.5 personal and vehicle protective equipment


K2.1 recording fault location and correction activities

K2.2 reporting the results of tests



K2.5 gaining up to date technical information and repair methods

K2.6 recording contact with suppliers, manufacturers and suppliers

K3 the importance of working to recognised diagnostic procedures and

processes and obtaining the correct information for diagnostic activities

K4 the importance of documenting diagnostic and rectification information


informed of progress and delays



K7 electrical and electronic principles including types of sensors and

actuators, their application and operation



patterns, digital and fibre optics principles

K9 the interaction between electrical, electronic and mechanical and

hydraulic components within a vehicle



K12 the hazards associated with high energy electrical vehicle components

Use of diagnostic and rectification equipment

K13 how to prepare and test the accuracy of diagnostic testing equipment

K14 how to use diagnostic and rectification equipment for mechanical,

electrical, hydraulic and fluid systems

Vehicle system faults, their diagnosis and correction

K15 how vehicle mechanical, electrical, electronic and hydraulic and fluid

systems are constructed, operate and how to adjust them to

IMILV16


technical matters


manufacturers’ specifications

K16 the types and causes of vehicle mechanical, electrical, electronic and

hydraulic and fluid system, component and unit faults and failures

K17 how to find, interpret and use sources of information on vehicle

mechanical, electrical and hydraulic and fluid system specifications,

diagnostic test procedures, repair procedures and legal requirements

K18 how to carry out systematic diagnostic testing of vehicle mechanical,

electrical and hydraulic and fluid systems using the most appropriate

testing methods, and evaluate your results

K19 your workplace procedure, policy and procedure for :

K19.1 work carried out under warranty

K19.2 liaising with manufacturers and outside agencies

K20 the use of appropriate testing methods to make cost effective

recommendations for rectification

Personal Skills

K21 communicate effectively with manufacturers, managers, colleagues and

customers

K22 access the reporting system

K23 process information and compile reports

K24 when it is appropriate to contact the manufacturer and or supplier

K25 the limits of your authority and that of the designated personnel when

liaising with the manufacturer or supplier

IMILV16


technical matters


Additional Information

Scope/range related to performance criteria

1. Information, Advice and Guidance may be about any of the

following:

1.1. mechanical fault finding

1.2. electrical fault finding

1.3. electronic fault finding

1.4. hydraulic fault finding

1.5. customer handling

1.6. road testing

1.7. time

1.8. tools

1.9. equipment

1.10. materials

1.11. technical information

IMILV16


technical matters


Glossary

Manufacturers:

Examples include vehicle and original equipment manufacturers.

Relevant person(s):

Examples include managers, colleagues, manufacturers, customers

Problems

Examples include equipment, tool and material shortfalls and faults;

requirements for new resources; lack of technical information; staffing or

workload problems; training needs etc.

VEHICLE AREAS COVERED BY THIS NOS:

Vehicles:

These can include any vehicle being worked on. For example: light vehicle,

commercial vehicle, motorcycle

Alternative Fuel:

This is defined as any type of fuel that may be used to power an internal

combustion engine, examples would include LPG, bio ethanol etc.

Vehicle Engine Area:

Engines, cooling systems, electronic ignition, petrol fuel injection, diesel fuel

injection, engine management systems

Transmission and Driveline Area:

Clutch assemblies, clutch operating systems, manual gear boxes, automatic

gear boxes (including electronic control), drivelines and hubs and final drive

assemblies.

Chassis or Frame Area:

Suspension systems, assisted steering systems, non-assisted steering

systems, braking systems, ABS/traction control, wheels and tyres, stability

systems, bodywork and related areas.

Electrical Area:

Starting systems, charging system, body electrical systems (including wiring

harnesses, lighting systems, auxiliaries, CANBUS systems, fibre optics,

vehicle condition and monitoring, comfort and convenience, alarm systems),

supplementary restraint systems (SRS), heating and air conditioning systems,

climate control, communication equipment, navigation systems and

entertainment equipment.

IMILV16


technical matters


Developed by IMI

Version number 2

Date approved December 2013


December 2017

Validity Current

Status Original


IMI Ltd

Original URN 6


Engineering; Vehicle Trades; Light Vehicle Senior Technician; Light Vehicle

Master Technician; Light Vehicle Diagnostic Technician; Roadside Assistance

Senior Technician; Workshop Controller

Suite Maintenance & Repair - Light Vehicle; Roadside Assistance

Key words Liaise Vehicle Product Manufacturers Suppliers Technical Matters

IMILV17 Provide diagnostic equipment and technical information system support in automotive environments

IMILV17 Provide diagnostic equipment and technical information system support in automotive environments 1

Overview

This NOS covers the competence and knowledge involved in updating

technical information systems and diagnostic equipment. It also includes testing

for, and rectifying, equipment and system problems.

IMILV17

Provide diagnostic equipment and technical information system support

in automotive environments



P1 use safe working practices when dealing with diagnostic equipment and

technical information systems

P2 ensure installation of updates is carried out promptly following delivery

P3 load software correctly following the manufacturer's instructions

P4 set the configuration options according to

P4.1 manufacturers specification

P4.2 your workplace procedures

P4.3 your workplace preferences

P5 take prompt and effective corrective actions to resolve any errors

occurring during the loading of the software within the limits of your

workplace responsibilities

P6 when necessary, complete and return any specified product registration

procedures promptly and accurately

P7 inform all relevant persons of the completion of the software installation

promptly

P8 advise the relevant people of any new features and changes to existing

functionality promptly

P9 effectively test the diagnostic equipment and technical information

system using the specified self test function(s) to identify the cause and

solution in the event of a fault and resolve the problem

P10 contact external support services only when the self test function fails to

identify the cause of and solution to problems

P11 promptly and clearly inform the relevant person(s) of any unresolved

loading errors and equipment problems

P12 source alternative diagnostic equipment and inform the relevant person if

existing equipment has to be sent away for repair

P13

IMILV17








K1.2 the environment including the disposal of waste

K1.3 appropriate diagnostic equipment, personal and vehicle

protective equipment




K2.1 obtaining diagnostic software updates

K2.2 loading technical information system and diagnostic software to

specified destinations

K2.3 ordering and fitting diagnostic equipment and technical system

equipment replacement and spare parts

K2.4 informing others that a technical / software update has taken

place

K3 the importance of recording the version number / issue date of the

software and updates used

K4 how to effectively solve minor errors in the loading of technical

information system and diagnostic software

K5 how to accurately complete product registration procedures

K6 how to set the configuration options and the need for correct settings

K7 how to identify and resolve equipment and technical information system

problems using the self test function(s) and external support services

K8 how to access system support services

K9 diagnostic equipment and technical information system software loading

instructions

K10 the common types and causes of errors that can arise during loading of

diagnostic equipment and technical information systems software

K11 the legal requirements governing the use of software

K12 why the prompt installation of software is important

K13 when to apply self test function(s)

K14 the importance of advising people of changes to diagnostic equipment

functionality promptly

K15 The procedure and importance of reporting equipment / software faults

and failures to the relevant person(s) promptly

IMILV17






1. Causes of faults are:

1.1. mechanical

1.2. electrical

1.3. electronic

2. Faults cover:

2.1. software

2.2. hardware

3. Rectification activities are defined as:

A suitable repair, replacement, re-coding or re-programming that rectifies

the fault(s) identified

IMILV17




Glossary

Problems:

Examples include damaged leads, damaged ports, corrupt software, faulty

equipment, lack of connectivity between vehicle and diagnostic test

equipment, lack of connectivity between diagnostic test equipment and the

workshop information system.

IMILV17




Developed by IMI

Version number 2

Date approved December 2013


December 2016

Validity Current

Status Original


IMI Ltd

Original URN 7


Engineering; Vehicle Trades; Light Vehicle Diagnostic Technician; Senior

Technician; Master Technician; Workshop Foreperson; Workshop Controller;

Workshop Manager; Roadside Assistance Senior Technician

Suite Maintenance & Repair - Light Vehicle; Roadside Assistance

Key words Diagnostic Equipment Technical Information System Support Motor Vehicle

Environments

IMIRR18 Give customers at the roadside a positive impression of yourself and your organisation

IMIRR18 Give customers at the roadside a positive impression of yourself and your organisation

1

Overview

This unit is about communicating and dealing with customers at the roadside in

a positive, effective and polite manner. By doing this you will be giving a

positive impression of yourself and of your organisation.

IMIRR18

Give customers at the roadside a positive impression of yourself and

your organisation

IMIRR18 Give customers at the roadside a positive impression of yourself and your organisation 2


P1 meet your organisation's standards for appearance and behaviour

P2 greet customers in a way that is appropriate to their needs

P3 communicate with customers in a way that makes them feel valued and

respected

P4 identify and confirm the needs and expectations of your customers

P5 treat customers courteously and helpfully even when you are working

under pressure

P6 maintain communication with customers to ensure that they are kept

informed and reassured

P7 adapt your behaviour to respond effectively to different customer

behaviour

P8 respond appropriately to customers who indicate that they need or want

your attention

P9 select appropriate ways of communication with customers to suit their

needs

P10 respond promptly and positively to customers' questions and comments

P11 allow customers time to consider your response and give further

explanation when appropriate

P12 check with customers that you have fully understood their needs and

expectations

P13 quickly locate information that will help customers

P14 give customers all information they need about the products or services

offered by your organisation that may benefit them when requested

P15 explain clearly and concisely any information that customers might find

complicated

P16 manage the expectations of the customers so that they do not feel that

you over promise and under deliver

P17 refer to guidance when you can not resolve or adequately meet the

customer needs by yourself and know who to refer to for guidance

IMIRR18


your organisation



K1 how to communicate in a clear, polite, confident way and why this is

important

K2 how to recognise when a customer is angry and or confused

K3 what your customers’ rights and limit of services are and how these may

limit what you are able to do for them

K4 the specific aspects of:


K4.2 data protection

K4.3 equal opportunities

K4.4 disability discrimination

K4.5 legislation and regulations that affect the way the products or

services you deal with can be delivered to your customers

K5 industry, organisational and professional codes of practice and ethical

standards that affect the way the products or services you deal with can

be delivered to your customers

K6 any contractual agreements that your customers have with your

organisation

K7 the products or services of your organisation relevant to your customer

service role

K8 the guidelines laid down by your organisation that limit what you can do

within your job role

K9 the limits of your own authority and when you need to seek agreement

with or permission from others

K10 any organisational targets relevant to your job, your role in meeting them

and the implications for your organisation if those targets are not met

K11 your organisation's standards for appearance and behaviour

K12 your organisation’s guidelines for recognising customers' needs and

expectations and responding positively to them

K13 the rules and procedures regarding the methods of communications you

use

IMIRR18


your organisation


Additional Information Glossary Action:

Examples include report to an appropriate authority, implement company

procedures and make enquiries

Legislation/Legal requirements:

Examples could include relevant aspects of contract law, Sale of Goods Act

1979; Supply of Goods and Services Act 1982; Unfair Contract Terms 1977;

Consumer Protection Act 1987; Road Traffic Act 1988; Consumer Protection

Act 1974; Trade Descriptions Act 1968; Data Protection Act 1998; The Sale

and Supply of Goods and Consumer Regulations 2002, and current Financial

Services Authority (FSA) legislation

Customers:

These are defined as vehicle drivers, passengers and any other people

present that may be previous or future customers

Personal Protective Equipment:

Examples include overalls, safety shoes, gloves, eye protection and head

protection

Recording systems:

Manual and/or computerised recording systems, such as job sheets or defect

reports

Relevant persons:

Examples include manager, supervisor, team leader or senior manager

Sources of information:

Manual or computerised vehicle technical data or specifications. Vehicle parts

catalogues and bespoke information systems

Documentation:

Examples include manual and/or computerised recording systems for

documenting the repair, defects or charges

Known and anticipated demands:

Examples include seasonal demands, adverse weather, organisational

IMIRR18


your organisation


promotions

Targets:

Examples include organisational and personal quantitative and qualitative

parts and sales targets, customer service and retention targets

Options for resolution:

These are using formal organisational procedures, involving agreed and or

authorised exceptions to usual practice

Format:

Examples include written, diagrammatic, pictorial, numerical

Information about operations:

Relating to customers, current performance, products, customer service

Information supporting recommendations:

Examples include the problem/issue and its causes, the benefits of your

recommendation, evidence that your proposal would work, the resources

which would be needed

IMIRR18


your organisation


Developed by IMI

Version number 1

Date approved February 2014


February 2017

Validity Current

Status Tailored


IMI Ltd

Original URN IMIVP01


Roadside Assistance Technician; Roadside Recovery Driver; Vehicle

Recovery Operator; Mobile Technician; SMART Repair Technician;

Windscreen Fitter; Windscreen Technician


Key words Vehicle; roadside; recovery; assistance; customers; positive; impression;

yourself and your organisation

IMIRR19 Provide technical support and advice to colleagues working at the roadside

IMIRR19 Provide technical support and advice to colleagues working at the roadside 1

Overview

This NOS is about providing a range of technical support to other colleagues

working in roadside situations. It includes ensuring technical information is up

to date and giving technical advice, instruction and briefings to colleagues.

IMIRR19

Provide technical support and advice to colleagues working at the

roadside



P1 check vehicle technical information is up to date and accessible to

roadside colleagues

P2 check colleagues have the correct technical resources to carry out their

work

P3 identify any additional resources required correctly and promptly

P4 report any problems affecting the operation at the roadside to your

manager promptly

P5 respond to requests for technical help and advice promptly and positively

P6 provide colleagues with clear instruction on:

P6.1 product updates

P6.2 technical tasks

P6.3 what the results should be

P6.4 how they should perform tasks

P6.5 the standard that must be achieved

P7 deliver technical instruction and demonstrations in a manner and at a

speed that is appropriate to the individual(s) concerned

P8 give on-going technical support and advice to colleagues

P9 ensure your support and advice is technically accurate and in line with

manufacturers' instructions and your organisation's requirements

P10 choose the most effective situation for giving support and advice to

colleagues

P11 give colleagues time to consider your response and give further

explanation when appropriate, checking they have fully understood

P12 identify and correct mistakes in a way that supports your colleagues' self

confidence and praise them when they perform tasks correctly

P13 check the work of colleagues at regular intervals and take prompt action

to resolve problems

P14 suggest possible methods for improving the work of colleagues to your

manager, when necessary

P15 carry out your checks in a cost effective and efficient manner that is not

detrimental to the smooth running of the business

IMIRR19


roadside






K1.2 the environment including disposal of waste

K1.3 appropriate personal and vehicle protective equipment




K2.1 recording fault location and correction activities

K2.2 reporting the results of tests



K2.5 gaining up to date technical information and repair methods

K3 the importance of working to recognised diagnostic procedures and

processes and obtaining the correct information for diagnostic activities

K4 the importance of documenting diagnostic and rectification information


informed of any delays


K6 electrical and electronic principles including types of sensors and

actuators, their application and operation



patterns, digital and fibre optics principles

K8 the interaction between electrical, electronic, mechanical and hydraulic

components within a vehicle



K11 the hazards associated with high energy electrical vehicle components

Use of diagnostic and rectification equipment

K12 how to prepare and test the accuracy of diagnostic testing equipment

K13 how to use diagnostic and rectification equipment for mechanical,

electrical, hydraulic and fluid systems

Vehicle system faults, their diagnosis and correction

K14 how vehicle mechanical, electrical, electronic, hydraulic and fluid

systems are constructed, operate and how to adjust them to

manufacturers’ specifications

K15 the types and causes of vehicle mechanical, electrical, electronic,

hydraulic and fluid system, component and unit faults and failures

IMIRR19


roadside


K16 how to find, interpret and use sources of information on vehicle

mechanical, electrical, electronic, hydraulic and fluid system

specifications, diagnostic test procedures, repair procedures and legal

requirements

K17 how to carry out systematic diagnostic testing of vehicle mechanical,

electrical, electronic, hydraulic and fluid systems using the most

appropriate testing methods and evaluate your results

K18 your workplace policy and procedure for liaising with manufacturers and

outside agencies

K19 the use of appropriate testing methods to make cost effective

recommendations for rectification

Personal Skills

K20 how to give straightforward presentations on technical matters

K21 how to file and store technical information

K22 how to instruct colleagues and demonstrate tasks clearly and correctly

K23 how to conduct effective checks of your colleague’s work

K24 how to choose the best action to take when work is not in line with

requirements

K25 how to discuss colleagues’ work with them in a way that will encourage

them to be positive and not lead to conflict

K26 how to give advice and guidance in a way that is appropriate to the

colleague you are supporting

K27 how to recognise a training need

K28 what might happen if you undermine colleagues’ self confidence when

correcting mistakes

K29 the importance of liaising with your manager when evaluating others'

work and giving feedback

K30 the importance of continuous development and learning

IMIRR19


roadside




1. Information, Advice and Guidance may be about any of the

following:

1.1. mechanical fault finding

1.2. electrical fault finding

1.3. electronic fault finding

1.4. hydraulic fault finding

1.5. customer handling

1.6. road testing

1.7. time

1.8. tools

1.9. equipment

1.10. materials

1.11. technical information

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Glossary

Manufacturers:

Examples include vehicle and original equipment manufacturers.

Methods for improving the work of colleagues:

Examples include further training, on-the-job coaching, giving people more

appropriate responsibilities.

Problems:

Examples include equipment, tool and material shortfalls and faults;

requirements for new resources; lack of technical information; staffing or

workload problems; training needs etc.

Situation for giving support and advice:

Examples include one-to-one during a work activity, one-to-one away from a

work activity, to the whole team.

Support and advice:

Examples include demonstrations, instruction and briefings

Technical information:

This could be hard copy, electronic information or verbal advice.

VEHICLE AREAS COVERED BY THIS NOS:

Vehicles:

This can be any vehicle being worked on at the roadside. Examples could

include light vehicles, commercial vehicles, motorcycles

Alternative Fuel:

This is defined as any type of fuel that may be used to power an internal

combustion engine, examples would include LPG, bio ethanol etc.

Vehicle Engine Area:

Engines, cooling systems, electronic ignition, petrol fuel injection, diesel fuel

injection, engine management systems

Transmission and Driveline Area:

Clutch assemblies, clutch operating systems, manual gear boxes, automatic

gear boxes (including electronic control), drivelines and hubs and final drive

assemblies.

Chassis or Frame Area:

Suspension systems, assisted steering systems, non-assisted steering

systems, braking systems, ABS/traction control, wheels and tyres, stability

systems, bodywork and related areas.

Electrical Area:

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Starting systems, charging system, body electrical systems (including wiring

harnesses, lighting systems, auxiliaries, CANBUS systems, fibre optics,

vehicle condition and monitoring, comfort and convenience, alarm systems),

supplementary restraint systems (SRS), heating and air conditioning systems,

climate control, communication equipment, navigation systems and

entertainment equipment.

Important Note: This NOS does not cover working on any high energy

system or component

IMIRR19


roadside


Developed by IMI

Version number 1

Date approved February 2014


February 2017

Validity Current

Status Tailored


IMI Ltd

Original URN IMILV15


Engineering; Vehicle Trades; Light Vehicle Diagnostic Technician; Master

Technician; Senior Technician; Workshop Foreperson; Workshop Controller;

Roadside Assistance Senior Technician;


Key words Technical Support; Technical Advice; Colleagues; Roadside

Draft NOS Structure: Roadside Assistance

Documents

Transcript of Draft NOS Structure: Roadside Assistance