(National 5, Intermediate 2, Modern Apprenticeship and SVQ 2 are examples of qualifications at this level)
Characteristics The following descriptions are for guidance only – it is not expected that
every point will be covered
Knowledge and
understanding
Demonstrate and/or work with:
Basic knowledge.
A range of simple facts, ideas and theories in, about, and
associated with a subject/discipline/sector.
Knowledge and understanding of basic processes, materials and
terminology.
Practice: applied
knowledge skills
and
understanding
Relate knowledge and ideas to personal and/or practical contexts.
Use a range of skills associated with the subject/discipline/sector to
complete some routine and non-routine tasks.
Plan and organise both familiar and unfamiliar tasks.
Select appropriate tools and materials and use them safely and
effectively.
Adjust tools where necessary following safe practices.
Generic cognitive
skills
Use a process to deal with a problem, situation or issue that is
straightforward.
Operate in a familiar context, but where there is a need to take
account of or use additional information of different kinds, some of
which will be theoretical or hypothetical.
Communication,
ICT and
numeracy skills
Use a range of routine skills, for example:
• Produce and respond to detailed written and oral communication
in familiar contexts.
• Use standard ICT applications to process, obtain and combine
information.
• Use a range of numerical and graphical data in routine contexts
that may have some non-routine elements.
Autonomy,
accountability and
working with
others
Work alone or with others on tasks with minimum directive
supervision.
Agree goals and responsibilities for self and/or work team.
Take lead responsibility for some tasks.
Show an awareness of own and/or others’ roles, responsibilities
and requirements in carrying out work and contribute to the
evaluation and improvement of practices and processes.
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Qualification units
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Developing Skills for Working in Housing - U975 04 Externally Set Assessment Information for Centres The externally set assignment plays a fundamental role in ensuring consistency of standards and is set by the Awarding Organisation. Centres must use the assignment provided and it must be delivered by the Centre to CIH guidelines. The assignment is marked by the Centre using the marking criteria set by the CIH and should be internally quality assured by the Centre according to its usual procedures. Additional guidance Learners should produce a portfolio which provides evidence that they have met the assessment criteria. Evidence should include:
1) a report (Task 1) of approximately 1000 words in which the learner :
describes a housing related activity in which they have been involved
describes the wider team of which they were a part
outlines the importance of team working in a housing context
describes the role they played in the activity and in the team
makes an assessment of their part in the activity, what they have learned from participating in the activity and identifies how they might develop skills related to the activity
The activity chosen by the learner may be completed as part of their work in housing, as part of their voluntary work or involvement activities, or, where this is not possible, as a simulation exercise. Learners should identify an activity with their tutor to ensure that it is suitable to meet the required learning outcomes and assessment criteria. When agreeing activities with learners, Centres should consider the following:
the type of activity should be appropriate to a Level 2 qualification in terms of the demands of the activity and the time needed to complete it
course tutors may make use of simulations to enable learners who do not have access to paid or voluntary work in a housing organisation
activities must not make unnecessary demands on learners who may not be in work or who may work part-time or on a voluntary basis
activities should provide the opportunity for learners to meet the assessment criteria for the task
activities must be suitable for the learner undertaking them e.g. some activities may not be appropriate because of confidentiality.
2) a paper (Task 2) of approximately 400 words that:
identifies a range of time management techniques
describes one technique the learner has used to manage and prioritise tasks
explains why their choice of time management technique is effective in helping the learner to manage and prioritise tasks
3) two short commentaries (Task 3) of 200-300 words on how the learner has:
handled a difficult situation in an assertive way
used active listening techniques
4) evidence of communication in both oral and written formats (Task 4) and using IT This should include:
evidence of taking part in either a presentation or a discussion or meeting
evidence of a report, leaflet, e-mail or other written communication
evidence of a word-processed document, a Power Point presentation or email Learners should be encouraged to use examples of written and oral communication and use of IT produced as part of the course, their work or voluntary work. The same examples may be used to demonstrate written communication and use of IT eg. a word-processed report or information sheet, an e-mail (this should be of sufficient substance and formality to demonstrate effective written communication). Evidence of effective oral communication should be provided in the form of feedback on a presentation, discussion or meeting the learner has contributed to as part of the course, in their workplace or voluntary work. Centres should devise their own feedback sheets for this purpose. In the case of a meeting, an appropriate witness could provide feedback, but the centre should provide a template for this. The same examples may be used to demonstrate oral communication and use of IT e.g. a presentation supported by visual aids or Power Point slides.
The following table demonstrates what the task covers, and then following that is the task as it may be presented to learners.
Learning outcome
Assessment criteria
Element of assessment task
Contextualised pass criteria
Contextualised refer criteria
1. Know how to learn from their own experience
1.1 Describe a housing related activity
1.2 Describe the role they played in a housing related activity
1.3 Assess their part in the activity
Task 1 Task 1 Task 1
described a housing related activity and their role in it
made some assessment of their own role in an activity and their contribution to team working
identified learning and skills for development from taking part in a housing related activity
have not completed all the tasks required for the assignment
have submitted work which is wholly descriptive and lacking assessment of skills and team working
have not demonstrated ability to learn from experience or identify skills for development
2. Know the key practical skills necessary for work within a housing organisation
2.1 Identify and prioritise daily responsibilities 2.2 Identify a
range of time management techniques
2.3 Describe the importance of team working
Task 2 Task 2 Task 1
demonstrated how time management techniques and prioritisation can be used in practice
explained the importance of team working in a housing context
have not demonstrated knowledge and understanding of key practical skills for housing
do not comment on the importance of team working in a housing context
3. Know the key communication skills necessary for working in a housing organisation
3.1 Communicate effectively in oral and written formats 3.2 Use IT to do two of the following: A report Presentation E-mail Leaflet 3.3 Describe how to handle a difficult situation assertively 3.4 Describe how
to use active listening techniques
Task 4 Task 4 Task 3 Task 3
produced examples of effective communication and use of IT
demonstrated knowledge and understanding of approaches to communication associated with assertiveness and active listening
have not included examples of their use of oral and written communication and IT
have not demonstrated knowledge and understanding of approaches to communication associated with
assertiveness and active listening
All tasks
presented their work in the form of a ‘portfolio’ of evidence
presented their work with a minimum of errors
have not presented their work as a ‘portfolio’ of evidence
have presented their work with a large number of errors
Externally Set Assessment - Unit U975 04 Developing Skills for Housing Introduction Whatever role you play in housing, as an employee, a volunteer, an active resident, or if you do not currently work in housing but aim to in the future, you need to be aware of the range of skills you need in a housing context. Many of the skills used in housing are known as ‘transferable skills’ – these are skills which may be used in a wide range of situations and are not specific to a particular type of employment or activity. Many people who come to work or volunteer in housing have developed these skills in previous employment and daily life, but it is important to be aware of how you use these skills in a housing context and seek to build on and develop the skills you have acquired. In most areas of housing practice, whether as an employee, volunteer or participating resident, working effectively with others as part of a team is important. This assignment asks you to take part in, and identify your learning from, a housing related activity and to assess the role you played as part of a team in the activity. It also asks you to describe how you use a range of transferable skills (time management, assertiveness and active listening, oral and written communication and IT) in practice to show that you know and understand the key practical and communication skills needed in a housing context. The assignment will help you to develop your skills in reflecting on, and assessment of, your skills in practice.
Developing Skills for Working in Housing
Learning outcomes In completing this assignment learners will:
Assessment criteria In completing this assignment learners must show that they can:
1. Know how to learn from their own experience
1.1 Describe a housing related activity 1.2 Describe the role they played in a housing
related activity 1.3 Assess their part in a housing related
activity
2. Know the key practical skills necessary for working in a housing organisation.
2.1 Identify and prioritise daily responsibilities 2.2 Identify a range of time management techniques 2.3 Describe the importance of team working
3. Know the key communication skills necessary for working in a housing organisation
3.1 Communicate effectively in oral and written formats (for example produce a report and give a presentation) 3.2 Use IT to do two of the following: Produce:
A report
A presentation
An email
A leaflet 3.3 Describe how to handle a difficult situation in an assertive way 3.4 Describe how to use active listening techniques
What you need to do: You should complete the following tasks to form a ‘portfolio’ of evidence of your skills. A ‘portfolio’ is a collection of evidence and may be electronic or printed. Task 1: Take part in a housing related activity You should arrange to take part in a housing related activity. When you have done so, for this assignment you should:
describe the activity and identify the wider team involved in this activity
assess your contribution, explaining the role you played in the activity and how well you worked and communicated with others in the team during your involvement in the activity
explain why team working is important in relation to the activity in which you were involved and in a housing context and comment on your own experience of team working whilst participating in the activity
comment on what you have learnt from taking part in the activity, identifying skills you would like to develop
Task 1 should be written in a report of approximately 1000 words. NB. You should discuss your choice of activity with your tutor to ensure that it is suitable. A list of possible activities is included below but this list is not exhaustive and there are many other activities that may be suitable.
Potential activities for Task 1 Taking part in a housing related activity
Taking and processing a report of a repair from a customer
(Helping to) organise the maintenance and repair of property
Dealing with a customer query or request for information
Taking part in an estate walkabout or inspection
Taking part in a health and safety inspection or procedure
Attending a site meeting
Attending a residents’ association meeting
Contributing to producing a newsletter, information leaflet or guidance for tenants
Taking part in a Tenants’ Panel, focus group or Scrutiny Panel meeting
Processing a rent payment
Supporting or assisting a customer to make use of advice and guidance on a housing related issue
(Helping to) inspect a void property
Observing and assisting in the process of signing a tenancy agreement
Taking part in a promotional activity for a housing or support service
(Helping to) advertise and market properties
Attending a multi-agency meeting
Attending a team meeting or briefing
Task 2: Time management and prioritisation of daily responsibilities You should write a short paper of approximately 400 words which:
identifies a range of time management techniques
selects one of the time management techniques you have identified which helps you to prioritise and manage tasks giving reasons for your selection
describes how you use the selected technique to prioritise and manage tasks Task 3: Handling a difficult situation and active listening You should write two short commentaries (300-400 words) which describe how you have used (or how you would use) the following skills:
1. dealing with a difficult situation in an assertive way 2. using active listening in communication
In your commentaries, you should show that you know and understand approaches to communication associated with assertiveness and active listening (eg. appropriate body language). Task 4: Oral and written communication and use of IT For this task you should identify how you have used oral and written communication and IT in this course, on your work or voluntary work. You will need to include in your portfolio examples which demonstrate your effective use of:
oral communication eg. your participation in a presentation or discussion or a meeting
written communication eg. a report, a leaflet or email communication
IT - eg. a visual aid or Power Point for a presentation, word-processed report or leaflet or use of e-mail
You may use the same evidence to demonstrate effective communication and use of IT eg. a word-processed report or leaflet or a presentation supported by visual aids or Power Point or an e-mail. Evidence of oral communication should be in the form of feedback from your tutor or a witness. Your tutor will provide you with a template for this.
Marking: A pass grade will be awarded if the learner has:
The learner will be referred if they:
described a housing related activity and their role in it
have not describe a housing related activity and their role in it
made some assessment of their own role in an activity and their contribution to team working
have submitted a report which is wholly descriptive and lacking in assessment of skills and team working
explained the importance of team working in a housing context
do not explain on the importance of team working in a housing context
identified learning and skills for development from taking part in a housing related activity
have not identified learning and skills for development from taking part in a housing related activity
demonstrated how time management techniques and prioritisation can be used in practice
have not demonstrated how time management techniques and prioritisation can be used in practice
demonstrated knowledge and understanding of approaches to communication associated with assertiveness and active listening
have not demonstrated knowledge and understanding of approaches to communication associated with assertiveness and active listening
produced examples of effective communication and use of IT
have not produced examples of effective communication (oral and written) and use of IT
presented their work as a portfolio of evidence
have not presented their work in the form of a portfolio of evidence
presented their work with a minimum of errors
have presented their work with a large number of errors
Tutor’s comments What you did well: What you could improve: 1st submission outcome Resubmission outcome Pass Pass Refer Fail Tutor: Date:
Housing Provision and Housing Organisations (U972 04) Sample Assessment Brief This brief is provided as an aid to tutors. It can be used, but tutors may also devise their own assessments that must be signed off by the CIH external moderator before they are released to the learners. The following table demonstrates what the task covers, and then following that is the task as it may be presented to learners.
Learning outcome
Assessment criteria
Element of assessment task
Contextualised pass criteria
Contextualised refer criteria
1. Understand different types of housing provision
1.1 Describe different forms of housing provision and tenure in the UK 1.2 Explain the key features of the main tenures
Task 1 Task 1
• described different forms of housing provision and tenure in the UK • explained some of the advantages and disadvantages of the main tenures
• have not described different forms of housing provision and tenure in the UK • have not described some advantages and disadvantages of the main tenures
2. Know the relationship between landlord and tenant
2.1 Describe the different types of landlord in the rental sector 2.2 Describe the relationship between different types of landlord and their tenants
Task 3 Task 3
• briefly described different types of landlord in the rental sector • identified the rights and responsibilities of tenants is social housing and private tenancies • demonstrated awareness of differences and similarities in the rights and responsibilities of tenants in different housing organisations and different types of tenancy
• have not described different types of landlord in the rental sector • have not identified the rights and responsibilities of tenants in social housing and private tenancies • have not demonstrated awareness of differences and similarities in the rights and responsibilities of tenants in different housing organisations and different types of tenancy
3. Know about the range of services housing organisations provide
3.1 Outline the range of housing organisations 3.2 Describe the range of services housing organisations provide
Task 2 Task 2 Task 2 Task 2
• described two types of housing organisation, one a provider of social housing for rent and one a managing or letting agent
• have not described two types of housing organisations, one a social housing provider and one a managing or letting agent • have not described services provided by the two
3.3 Identify other organisations that work with housing providers to deliver services to tenants 3.4 Outline the kinds of services provided by these organisations
• identified at least three other organisations the two housing organisations work with to provide services to tenants and the kinds of services these organisations provide
organisations • have not identified three other organisations the two housing organisations work with to provide services to tenants and the kinds of services these organisations provide
4. Know how housing organisations are regulated and funded
4.1 Identify the statutory bodies that regulate housing providers 4.2 List ways of paying for housing
Task 2 Task 2
• describe how the two organisations are regulated • describe how housing is paid for in the two organisations
• have not described how the two organisations are regulated • have not described how housing is paid for in the two organisations
All tasks • presented the work with a minimum of errors • demonstrated evidence of independent research with reference to sources of information used
• have presented work with a large number of errors • have not identified sources of information used in research
Assignment: Housing Provision and Housing Organisations Introduction People in the UK have three main choices in their housing. They can buy their own property, they can rent from a private landlord or they can rent social housing. Many learners on this course will work or volunteer in a social housing setting, but it is important for learners to have an understanding of all housing provision so that they can see where social housing fits in. This assignment also helps learners to understand different types of housing organisation in the rental sector, how they are regulated and funded and the range of services they offer. It also examines the relationship between the landlord and tenant. It addresses the following learning outcomes and assessment criteria that you will have learnt as part of your course:
Learning outcomes In completing this assignment learners will:
Assessment criteria In completing this assignment learners must show that they can:
1. Understand different types of housing provision.
1.1 Describe different forms of housing provision and tenure in the UK.
1.2 Explain the key features of the main tenures.
2. Know about the relationship between landlord and tenant.
2.1 Describe the different types of landlord in the rental sector. 2.2 Describe the relationship between different types of landlord and their tenants.
3. Know about the range of services housing organisations provide.
3.1 Outline the range of housing organisations. 3.2 Describe the range of services housing organisations provide. 3.3 Identify other organisations that work with housing providers to deliver services to tenants. 3.4 Outline the kinds of services provided by these organisations.
4. Know how housing organisations are regulated and funded.
4.1 Identify the statutory bodies that regulate housing providers. 4.2 List ways of paying for housing.
What you need to do: Task 1 Different types of occupancy Most households in the UK either own their own home or are renting. This task asks you to produce a written summary of approximately 500 words which describes:
The different forms of home ownership (outright ownership, owning with a mortgage, shared ownership, leasehold)
The different forms of renting (social renting, private renting) Explain the main features and the advantages and disadvantages of the different forms of tenure, including the costs to the household.
Task 2 Different types of landlord in the rental sector Select ONE of the following types of provider of social housing for rent in your area:
A housing association or Registered Provider
A local authority or council
An Arm’s Length Management Company (ALMO) AND
A managing or letting agent for private rented/leasehold accommodation Research the two organisations and, for each organisation, write a report of approximately 500 words which describes:
The type of organisation it is and who it provides homes and services for
The range of services the organisation provides to tenants
How the housing is paid for
Identify, with examples, other organisations it works with to deliver services to tenants and the kinds of services provided by these organisations
How the organisation is regulated Task 3 Rights and responsibilities Briefly describe the different types of landlord in the rental sector. ‘Landlord’ can refer to a housing organisation or an individual. Tenants’ rights and responsibilities will be affected by the type of organisation and the type of tenancy they hold. Compare (show the similarities and differences) the rights and responsibilities of tenants in:
Social housing and
Private rented accommodation This task should be approximately 500 words Additional information Research For your research it would be helpful to visit a social housing provider of your choice (or this could be the one you work or volunteer in) and a Letting Agent. You may also look at their websites and the websites of the organisations which regulate them. Shelter provide some helpful guidance on the rights and responsibilities of tenants in different types of tenancy. You can find these on their website http://england.shelter.org.uk (for England and Wales) http://scotland.shelter.org.uk/ (for Scotland)
Marking criteria A pass grade will be awarded if the learner has:
The learner will be referred if they:
described different forms of housing provision and tenure in the UK
have not described different forms of housing provision and tenure in the UK
explained some of the advantages and disadvantages of the main tenures
have not described some advantages and disadvantages of the main tenures
described two types of housing organisation, one a provider of social housing for rent and one a managing or letting agent
have not described two types of housing organisations, one a social housing provider and one a managing or letting agent
described a range of services provided by the two organisations
have not described services provided by the two organisations
identified at least three other organisations the two housing organisations work with to provide services to tenants and the kinds of services these organisations provide
have not identified three other organisations the two housing organisations work with to provide services to tenants and the kinds of services these organisations provide
described how housing is paid for in the two organisations
have not described how housing is paid for in the two organisations
described how the two organisations are regulated
have not described how the two organisations are regulated
briefly described different types of landlord in the rental sector
have not described different types of landlord in the rental sector
identified the rights and responsibilities of tenants is social housing and private tenancies
have not identified the rights and responsibilities of tenants in social housing and private tenancies
demonstrated awareness of differences and similarities in the rights and responsibilities of tenants in different housing organisations and different types of tenancy
have not demonstrated awareness of differences and similarities in the rights and responsibilities of tenants in different housing organisations and different types of tenancy
presented the work with a minimum of errors
have presented work with a large number of errors
demonstrated evidence of independent research with reference to sources of information used
have not identified sources of information used in research
Tutor’s comments What you did well: What you could improve: 1st submission outcome Resubmission outcome Pass Pass Refer Fail Tutor: Date:
Customer Care in the Housing Context (U973 04) Sample Internal Assessment Brief This brief is provided as an aid to tutors. It can be used, but tutors may also devise their own assessments that must be signed off by the CIH external moderator before they are released to the learners. The following table demonstrates what the task covers, and then following that is the task as it may be presented to learners. Learning outcome
Assessment criteria
Element of assessment task
Contextualised pass criteria
Contextualised refer criteria
1. Know the diverse range and needs of customers
1.1 List the different customers of a housing organisation
1.2 Identify the different needs of customers
Task 1 identified the diversity of customers of the housing organisation and different needs they may have
provided a minimum of three examples of how diverse needs are met by the organisation
have not identified the diversity of customers of the housing organisation
have not provided three examples of how diverse needs are met by the organisation
2. Understand the principles of equality and diversity
2.1 Explain the principles of equality and diversity
2.2 Outline the main provisions of equality and diversity policy and legislation
Task 1 Task 1
explained the principles of equality and diversity
outlined the main provisions of equality and diversity legislation and the organisation’s equality and diversity policy
have not explained the principles of equality and diversity
have not outlined the main provisions of equality and diversity legislation and made reference to the organisation’s equality and diversity policy
3. Understand the principles of customer care
3.1 Describe the principles of customer care 3.2 Explain the importance of confidentiality in customer care 3.3 Describe appropriate ways of responding to customers in difficult circumstances (for example angry customers, customers in
Task 2 Task 2 Task 2
described some principles of customer care
demonstrated knowledge and understanding of the importance of meeting diverse needs in good customer care
explained the importance of confidentiality in customer care
have not described the principles of customer care
have not explained the importance of confidentiality
have not described good practice in responding to customers in two examples
distress)
described good practice in responding to customers in difficult circumstances using two examples
Learning outcome
Assessment criteria
Element of assessment task
Contextualised pass criteria
Contextualised refer criteria
All tasks produced a guide which Is clearly structured and presented with the minimum of errors
made a presentation which was generally clear and supported by visual aids
demonstrated evidence of independent research with reference to sources of information used
have produced a guide which lacks structure and/or has a large number of mistakes
have not made a presentation or made a presentation which was poorly delivered and lacked visual aids
have not identified sources of information used in research
Assignment: Customer Care in a Housing Context Introduction Customer care is an increasingly important part of working in housing as housing organisations need to ensure they operate to clear service standards and meet the specific needs of residents. This assignment helps you to develop knowledge of effective customer care appreciating the diverse needs of housing customers and the principles of equality and diversity which underpin effective customer care. It addresses the following learning outcomes and assessment criteria that you will have learnt as part of your course:
Learning outcomes In completing this assignment learners will:
Assessment criteria In completing this assignment learners must show that they can:
1. Know the diverse needs and range of customers.
1.1 List the different customers of a housing organisation.
1.2 Identify the different needs of customers (for example, people with sight or hearing impairment, cultural or religious needs, mental health awareness, different tenancies, socio-economic background and individual preferences).
2. Understand the principles of equality and diversity.
2.1 Explain the principles of equality and diversity. 2.2 Outline the main provisions of equality and diversity policy and legislation.
3. Understand the principles of customer care.
3.1 Describe the principles of customer care. 3.2 Explain the importance of confidentiality in customer care. 3.3 Describe appropriate ways of responding to customers in difficult circumstances (for example angry customers, customers In distress).
What you need to do: You have been asked to prepare an induction for new staff or volunteers of a housing organisation you work or volunteer for. You are asked to prepare:
1) a ‘quick reference’ guide which informs staff and volunteers about the organisation’s approach to equality and diversity
2) a short presentation (10-12 minutes) on Good Customer Care
Task 1 ‘Quick Reference’ Guide to Equality and Diversity In the guide you should:
list the diverse range of customers the organisation works with
identify the different needs customers may have (for example, people with sight or hearing impairment, cultural and religious needs, mental health awareness, different tenancies, socio-economic background and individual preferences)
give at least three examples of what the organisation does to meet the diverse needs of customers
outline the main provisions of equality and diversity legislation that underpins the organisation’s equality and diversity policies
explains the principles of equality and diversity that the organisation seeks to uphold Presentation of Guide Your guide should be 1000 – 1200 words and should be structured with clear headings so that information can be easily accessed for ‘quick reference’. You should signpost the new workers and volunteers to ‘further information’ such as organisational policies, websites which provide relevant information eg. on legislation. You should also present a list of sources of information which you have used to prepare the guide and presentation.
Task 2 Presentation on Good Customer Care Prepare and deliver a 10-12 minutes presentation on ‘Good Customer Care’. In the presentation you should:
describe the principles which underpin good customer care
explain why it is important to take account of the diversity of customers in good customer care
explain the importance of confidentiality in customer care
describe good practice in responding to customers who are: 1) upset 2) angry
You should also produce visual aids or slides (eg. Power Point) to support your presentation and be prepared to answer questions at the end of the presentation. Additional guidance To prepare for these tasks, you will need to:
Look at your organisation’s Customer Care Policy or Charter
Look at your organisation’s Equality and Diversity policy
Examine a range of information provided to customers eg. leaflets, newsletters, Tenants’ Handbook, website
Research a range of services the organisation offers to customers to meet diverse needs (eg. aids and adaptations, different types of accommodation such as sheltered housing, different ways of getting involved)
It is also helpful to look at other examples of Customer Care Charters and information produced by other housing organisations which are widely available on the Internet.
Marking.
A pass grade will be awarded if the learner has:
The learner will be referred if they:
identified the diversity of customers of the housing organisation and the different needs they may have
have not identified the diversity of customers of the housing organisation
provided at least three examples of how diverse needs are met by the organisation
have not provided three examples of how diverse needs are met by the organisation
explained the principles of equality and diversity
have not explained the principles of equality and diversity
outlined the main provisions of equality and diversity legislation and the organisation’s equality and diversity policy
have not outlined the main provisions of equality and diversity legislation and made reference to the organisation’s equality and diversity policy
described some principles of good customer care
have not described principles of good customer care
demonstrated knowledge and understanding of the importance of meeting diverse needs in good customer care
have not demonstrated knowledge and understanding of the importance of meeting diverse needs in good customer care
explained the importance of confidentiality in customer care
have not explained the importance of confidentiality
described good practice in responding to customers in difficult circumstances in two examples
have not demonstrated knowledge and understanding of how to respond to customers in difficult circumstances
produced a guide which is clearly structured and presented with the minimum of errors
have not produced a guide which lacks structure and/or has a large number of errors
made a presentation which was generally clear and supported by visual aids
have not made a presentation or made a presentation which was poorly delivered and lacked visual aids
demonstrated evidence of independent research with reference to sources of information used
have not identified sources of information used in research
Tutor’s comments What you did well: What you could improve: 1st submission outcome Resubmission outcome Pass Pass Refer Fail Tutor: Date:
Careers and Opportunities in Housing (U974 04) Sample Internal Assessment Brief This brief is provided as an aid to tutors. It can be used, but tutors may also devise their own assessments that must be signed off by the CIH external moderator before they are released to the learners. The following table demonstrates what the task covers, and then following that is the task as it may be presented to learners.
Learning outcome
Assessment criteria Element of
assessment task
Contextualised pass criteria
Contextualised refer criteria
1. Know about a range of paid and voluntary roles in a housing context
1.4 Identify a range of roles within the housing sector
1.2 Describe a number of different roles within the housing sector, both paid and voluntary
Task 1 Task 1
demonstrated knowledge of a range of paid and voluntary roles in the housing sector
produced descriptions of two specific roles in housing (one paid and one voluntary)
have not demonstrated knowledge of a range of paid and voluntary roles in the housing sector
have not shown evidence of independent research
2. Understand the knowledge and skills required to work in the housing sector
2.3 Identify the knowledge and skills necessary for a particular role, paid or voluntary
2.4 Outline the qualifications, training and development opportunities that would be suitable for that role
2.5 Assess the difference between own knowledge and skills and those required by a particular role
Task 2 Task 2 Task 3
demonstrated understanding of the knowledge, skills, qualifications and development opportunities needed to work or volunteer in a specific roles in housing
demonstrates some ability to assess their current knowledge and skills against those required for a role they are interested in
have not demonstrated understanding of the knowledge and skills, qualifications and development needed to work or volunteer in a specific role in housing
have not demonstrated the ability to assess the difference between their own knowledge and skills and those required for a specific role
3. Understand how to plan personal development
3.1 assess individual knowledge and skills needs. 3.2 develop and personal development plan.
Task 4 Task 4
produced a SWOT which demonstrates some insight into strengths and weaknesses
produced a personal development plan identified areas for their own development
have not produced a SWOT or have produced one which lacks insight into strengths and areas for development
have not produced a personal development plan or have produced one which lacks detail have not identified areas for their own development
Learning outcome
Assessment criteria Element of
assessment task
Contextualised pass criteria
Contextualised refer criteria
All tasks shown evidence of independent research into careers and opportunities in housing
have submitted all tasks using appropriate formats/templates
have not shown evidence of independent research
have not submitted all tasks using appropriate formats/templates
Assignment: Careers and Opportunities in Housing Introduction Housing is about making a positive difference to people’s lives and communities. Whether you are working in housing, a volunteer or active tenant, or if you think housing is a career you would like to find out more about, this assignment will help you to recognise different roles in a housing context and the knowledge and skills needed to fulfil them. These roles are paid and voluntary. It also helps you to plan your own development to prepare for a role you are interested in. It addresses the following learning outcomes and assessment criteria that you will have learnt as part of your course:
Learning outcomes In completing this assignment learners will:
Assessment criteria In completing this assignment learners must show that they can:
1. Know about a range of paid and voluntary roles in the housing context
1.1 Identify a range of roles within the housing sector
1.2. Describe a number of different roles within the housing sector, both paid and voluntary
2. Understand the knowledge and skills required to work in the housing sector
2.1 Identify the knowledge and skills necessary for a particular role, paid or unpaid 2.2 Outline the qualifications, training and development opportunities that would be suitable for that role 2.3 Assess the difference between own knowledge and skills and those required by a particular role
3. Understand how to plan personal development
3.1 Assess individual knowledge and skills needs. 3.2 Develop a personal development plan.
What you need to do: Task 1: List of paid and voluntary roles Research and make a list of a) jobs and b) voluntary roles in the housing sector.
NB. In housing, similar roles may have different names depending on the housing
organisation
Task 2: Two roles
Using your lists, select two roles (one paid and one voluntary) that you might be interested in
and would like to investigate further. Describe the roles in a detail using the following headings
as a guide.
Title which identifies the role to be covered
A short description of what the role entails – main responsibilities, tasks or duties
The knowledge and skills required for the role
The qualifications, training and development opportunities that would be suitable for
the role
Each role description should be approximately 400 words.
Task 3: Personal Skills Audit
Using the information you have gained, compare your existing qualifications, skills, knowledge
and experience with those required for each role and assess where you need to develop skills,
gain more knowledge and acquire more experience. To do this you should use the Personal
Skills Audit template.
Task 4: Personal Development Plan
A Personal Development Plan is a tool which helps you to take charge of your own
development in a positive way. It helps give you a sense of direction, to identify skills and
achievements you have and areas for development and action.
For this task, you should develop your own Personal Development Plan (PDP)
In preparation for this, you should complete a SWOT chart which will help you to identify your
strengths and weaknesses (areas for development), the opportunities which would support
you achieving your goals and the threats which may prevent you from achieving your goals.
You should then complete the Personal Development Plan attached. The PDP should
identify where you are now, where you would like to be in a year’s time and what you have to
do to get there.
(eg. you may be just starting a job in housing or you may have been working in housing
for a while. You may be a volunteer or you might be a resident who would like to become
more involved in your housing organisation).
Whatever your current involvement in housing, your PDP is about identifying your
aspirations (what you would like to do/achieve) in the next year or so, and planning what you
need to do to work towards/achieve your aspirations.
Additional guidance To research the paid and voluntary roles you could:
look at the jobs advertised in Inside Housing or Society Guardian (Wednesdays) or on recruitment websites. A list of these can be found on the CIH website http://www.cih.org/resources/PDF/Career%20Development/Recruitment%20contacts%20(2).pdf
look at the CIH website http://www.cih.org/careersinhousing and Asset Skills website http://www.assetskills.org/CareersandTraining/NewCareers/CareersinHousing.aspx
look at job descriptions and person specifications for job roles. Some volunteer roles also have person specifications.
interview people who work or volunteer in housing
talk to staff in Training and Development Departments of a housing organisation or Resident Involvement staff who will be able to tell you about the range of opportunities there are for training and development
Personal Skills Audit
The role I am interested in is:
My current
knowledge, skills,
experience and
qualifications
The knowledge,
skills, experience
and qualifications
for the role I am
interested in
Areas for
development
Opportunities for
development
Qualifications
Knowledge
Experience
Skills
SWOT chart
Strengths Weaknesses (areas for development)
Opportunities Threats
Personal Development Plan Date:
Where I am today
Where I would like to be in one year’s time
What I have to do to get there
Marking:
A pass grade will be awarded if the learner has:
The learner will be referred if they:
demonstrated knowledge of a range of paid and voluntary roles in the housing sector
have not demonstrated knowledge of a range of paid and voluntary roles in the housing sector
produced descriptions of two roles in housing (one paid and one voluntary)
have not produced descriptions of two roles in housing (one paid and one voluntary)
demonstrated knowledge and understanding of the knowledge, skills, qualifications and opportunities for development needed to work or volunteer in housing in a specific role
have not demonstrated knowledge and understanding of the knowledge, skills, qualifications and opportunities for development needed to work or volunteer in housing in a specific role
demonstrates some ability to assess their current knowledge and skills against those required for a role they are interested in
have not demonstrated ability to assess the difference between their own knowledge and skills and those required in a specific role
produced a SWOT which demonstrates some insight into strengths and areas for development
have not produced a SWOT or have produced one which lacks insight into strengths and areas for development
produced a personal development plan have not produced a personal development plan
identified areas for their own development
have not identified areas for development
shown evidence of independent research into careers and opportunities in housing
have not shown evidence of independent research
submitted all tasks using the required formats/templates
have not submitted all tasks using the required formats/templates
Tutor’s comments What you did well: What you could improve: 1st submission outcome Resubmission outcome Pass Pass Refer Fail Tutor: Date:
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