To assist traffic teams by ensuring the accurate flow of information throughout traffic.
This occupation is found in the transport and logistics sector. It is primarily responsible for managing the movement of goods for a variety of customers across all sectors. Their customer base will range from large global organisations to sole traders and private customers in local areas, depending on their organisation. It is found across a range of different sizes and types of organisations and employers, such as hauliers, storage and warehouse operators, couriers, retailers, and utilities.
The broad purpose of the occupation is to assist traffic teams by ensuring the accurate flow of information throughout traffic and warehousing operations, as well as escalating issues as they arise.
A traffic operator will coordinate the movement of goods for a variety of customers, either their own goods, or from a third party from manufacturers or suppliers to the destination or for onward delivery. They will support the drivers of the vehicles daily to guarantee that clients receive their delivery quickly and on time.
A traffic operative will maintain the effective operation of the day-to-day transport fleet to plan, execute and manage the effective movement of freight across the country. They will work with fleet, hauliers, agencies to problem solve delivery issues and find workable solutions. Along with maintaining contact with internal and external customers, answering queries and providing up to date delivery information.
A traffic operator will confirm that the proposed routes comply with the Drivers Hours regulations, working time directive and allowable driving times. They will also carry out driver debriefs to ensure that the transportation operation runs safely and efficiently along with cost control and backloading.
A traffic operator will be proactive and meeting agreed-upon commitments and expectations, while accepting responsibility for one's own actions and doing the right thing. The working hours may include unsocial hours and shift working patterns. This is usually an office-based role.
In their daily work, an employee in this occupation interacts with a range of stakeholders across many organisations and professions. The traffic operator would be liaising with drivers within a busy working environment, along with having engagement with customer enquiries, ensuring that they are responded to in a timely and professional manner. A traffic operator would work alongside the traffic manager.
An employee in this occupation will be responsible for assisting routing and planning of vehicles to ensure all deliveries and collections meet customer expectations.
They will ensure that the customer deliveries are planned in a timely and cost-effective manner. Ensure that drivers are aware of deliveries or collections and that they have the necessary documentation. Briefing drivers at the start of their shift and debriefing at the end of the shift. They will also support the traffic planner and traffic manager with the effective engagement of fleet and drivers, ensuring all legal compliance standards are adhered to including drivers' hours and vehicle maintenance.
An employee in this occupation, will work on ensuring that the organisational systems are kept up to date, to ensure that the associated deliveries and collections occur. They will support the daily and weekly planning of vehicle routes for drivers is completed, along with meeting quality requirements and working following health and safety and environmental considerations. They will apply their knowledge and expertise to their own work management.
An employee within this occupation will work as part of a team to achieve departmental and organisational goals in an effective and efficient manner.
Traffic operators will need to keep up to date with transportation regulations and legislation. They will need to be aware of best practises in transportation and warehousing operations. They will work compliantly, securely, and safely within the organisation's policies and procedures.
This is a summary of the key things that you – the apprentice and your employer need to know about your end-point assessment (EPA). You and your employer should read the EPA plan for the full details. It has information on assessment method requirements, roles and responsibilities, and re-sits and re-takes.
An EPA is an assessment at the end of your apprenticeship. It will assess you against the knowledge, skills, and behaviours (KSBs) in the occupational standard. Your training will cover the KSBs. The EPA is your opportunity to show an independent assessor how well you can carry out the occupation you have been trained for.
Your employer will choose an end-point assessment organisation (EPAO) to deliver the EPA. Your employer and training provider should tell you what to expect and how to prepare for your EPA.
The length of the training for this apprenticeship is typically 12 months. The EPA period is typically 3 months.
The overall grades available for this apprenticeship are:
The EPA gateway is when the EPAO checks and confirms that you have met any requirements required before you start the EPA. You will only enter the gateway when your employer says you are ready.
The gateway requirements for your EPA are:
Interview underpinned by a portfolio of evidence
You will have an interview with an independent assessor. It will last at least 60 minutes. They will ask you at least 5 questions. The questions will be about certain aspects of your occupation. You need to compile a portfolio of evidence before the EPA gateway. You can use it to help answer the questions.
Practical assessment with questions
You will be observed by an independent assessor completing a set of tasks. It will last 1 hours. They will ask you at least 3 questions.
You should speak to your employer if you have a query that relates to your job.
You should speak to your training provider if you have any questions about your training or EPA before it starts.
You should receive detailed information and support from the EPAO before the EPA starts. You should speak to them if you have any questions about your EPA once it has started.Reasonable adjustments
If you have a disability, a physical or mental health condition or other special considerations, you may be able to have a reasonable adjustment that takes this into account. You should speak to your employer, training provider and EPAO and ask them what support you can get. The EPAO will decide if an adjustment is appropriate.
This occupation is found in the transport and logistics sector. It is primarily responsible for managing the movement of goods for a variety of customers across all sectors. Their customer base will range from large global organisations to sole traders and private customers in local areas, depending on their organisation. It is found across a range of different sizes and types of organisations and employers, such as hauliers, storage and warehouse operators, couriers, retailers, and utilities.
The broad purpose of the occupation is to assist traffic teams by ensuring the accurate flow of information throughout traffic and warehousing operations, as well as escalating issues as they arise.
A traffic operator will coordinate the movement of goods for a variety of customers, either their own goods, or from a third party from manufacturers or suppliers to the destination or for onward delivery. They will support the drivers of the vehicles daily to guarantee that clients receive their delivery quickly and on time.
A traffic operative will maintain the effective operation of the day-to-day transport fleet to plan, execute and manage the effective movement of freight across the country. They will work with fleet, hauliers, agencies to problem solve delivery issues and find workable solutions. Along with maintaining contact with internal and external customers, answering queries and providing up to date delivery information.
A traffic operator will confirm that the proposed routes comply with the Drivers Hours regulations, working time directive and allowable driving times. They will also carry out driver debriefs to ensure that the transportation operation runs safely and efficiently along with cost control and backloading.
A traffic operator will be proactive and meeting agreed-upon commitments and expectations, while accepting responsibility for one's own actions and doing the right thing. The working hours may include unsocial hours and shift working patterns. This is usually an office-based role.
In their daily work, an employee in this occupation interacts with a range of stakeholders across many organisations and professions. The traffic operator would be liaising with drivers within a busy working environment, along with having engagement with customer enquiries, ensuring that they are responded to in a timely and professional manner. A traffic operator would work alongside the traffic manager.
An employee in this occupation will be responsible for assisting routing and planning of vehicles to ensure all deliveries and collections meet customer expectations.
They will ensure that the customer deliveries are planned in a timely and cost-effective manner. Ensure that drivers are aware of deliveries or collections and that they have the necessary documentation. Briefing drivers at the start of their shift and debriefing at the end of the shift. They will also support the traffic planner and traffic manager with the effective engagement of fleet and drivers, ensuring all legal compliance standards are adhered to including drivers' hours and vehicle maintenance.
An employee in this occupation, will work on ensuring that the organisational systems are kept up to date, to ensure that the associated deliveries and collections occur. They will support the daily and weekly planning of vehicle routes for drivers is completed, along with meeting quality requirements and working following health and safety and environmental considerations. They will apply their knowledge and expertise to their own work management.
An employee within this occupation will work as part of a team to achieve departmental and organisational goals in an effective and efficient manner.
Traffic operators will need to keep up to date with transportation regulations and legislation. They will need to be aware of best practises in transportation and warehousing operations. They will work compliantly, securely, and safely within the organisation's policies and procedures.
| Duty | KSBs |
|---|---|
|
Duty 1 Comply with current legislation and regulations and maintain the health, safety, and security of people at all times. |
|
|
Duty 2 Plan and provide documents and instructions for colleagues in a timely manner in line with the operation, to include the use of technology and equipment. |
K4 K6 K11 K15 K16 K18 K19 K20 K28 |
|
Duty 3 Support the maintenance plan by allocating the vehicles and equipment and work with colleagues for planned and unplanned maintenance. |
|
|
Duty 4 Plan the route, considering fuel and time efficiency, for the safe delivery of products. |
|
|
Duty 5 Select the most appropriate vehicle type for the delivery, considering access limitations, route, cost, and fuel efficiency. |
|
|
Duty 6 Allocate appropriate resources and equipment to jobs, considering sustainability, and utilising internal and external organisations as required. |
|
|
Duty 7 Monitor and track progress of jobs, communicate with colleagues and customers appropriately. |
K3 K6 K7 K8 K10 K11 K15 K21 K22 K23 K24 |
|
Duty 8 Plan and organise work according to business need in relation to deadlines, prioritisation, and unforeseen circumstances |
K1 K3 K4 K5 K7 K9 K10 K11 K12 K15 K18 K22 K24 K25 K27 |
|
Duty 9 Populate the transport management system (TMS) or relevant system with job information, following related processes and instructions to achieve deadlines. |
|
|
Duty 10 Provide detailed briefings to ensure effective handover between shifts, including prioritisation instructions when necessary. |
K4 K15 K22 K23 K24 K25 K27 K28 |
|
Duty 11 Deal with and escalate complaints to ensure effective resolution and protect the company image and brand within policy and procedures. |
K1: Regulation and legislation in relation to the traffic operator role for example, drivers working hours, working time directive, and Driver and Vehicle Standards Agency (DVSA) guidance.
Back to Duty
K2: Health and safety regulations and legislation in relation to the traffic operator role.
Back to Duty
K3: Company policy, processes and standard operating procedures.
Back to Duty
K4: Methods of planning and prioritising work.
Back to Duty
K5: Procedures for planning routes and jobs including multiple drop routes.
Back to Duty
K6: Procedures for inputting customer jobs for collection and delivery.
Back to Duty
K7: The procedures of processing return goods.
Back to Duty
K8: Company process for tracking jobs through the various stages of delivery.
Back to Duty
K9: Techniques for adapting operation to deal with changing weather conditions, road closures and accidents.
Back to Duty
K10: The amending or re-planning for further delivery when circumstances change.
Back to Duty
K11: The principles of selecting the driving route balancing time, distance, traffic.
Back to Duty
K12: The principles of optimising full loads.
Back to Duty
K13: Vehicle types and when to use them to minimise environmental impact and cost.
Back to Duty
K14: Environmental and sustainability standards, and policy and procedures including ultra-low emission zones (ULEZ) and clean air zones, and compliance guidelines.
Back to Duty
K15: Documentation: methods and requirements - electronic and paper.
Back to Duty
K16: Procedures for arranging vehicles maintenance and inspection.
Back to Duty
K17: The consequences for not following legislation and regulations such as drivers’ hours, operator’s restrictions, and Driver and Vehicle Standards Agency (DVSA) guidance on vehicle maintenance and inspection.
Back to Duty
K18: Techniques used to maximise resources when organising and allocating jobs manually or using IT systems.
Back to Duty
K19: Importance of using technology and relevant systems correctly. General data protection regulation (GDPR). Cyber security.
Back to Duty
K20: Innovation and advances in technology and infrastructure within the industry.
Back to Duty
K21: Principles and techniques relating to the use of electronic or paper-based traffic management system (TMS) and other relevant systems.
Back to Duty
K22: Principles of briefings and debriefings, including capturing and sharing relevant information and data.
Back to Duty
K23: Written communication techniques.
Back to Duty
K24: Verbal communication techniques.
Back to Duty
K25: The organisations customer service standards including, customer specific service level agreements, key performance indicators (KPIs) and contractual obligations.
Back to Duty
K26: Limits of authority and escalation procedures for example, driver infringements and non-operational procedures.
Back to Duty
K27: Team working and wellbeing principles.
Back to Duty
K28: Principles of equity, diversity, and inclusion in the workplace.
Back to Duty
S1: Comply with regulations and legislation when working. For example, drivers working hours, working time directive, and Driver and Vehicle Standards Agency (DVSA) guidance.
Back to Duty
S2: Comply with health and safety when working.
Back to Duty
S3: Follow company policy, processes and standard operating procedures.
Back to Duty
S4: Plan and prioritise daily activities for example to customer job requirements, back loads, delivery.
Back to Duty
S5: Plan multiple drop routes and jobs.
Back to Duty
S6: Inputting customer jobs for collection and delivery.
Back to Duty
S7: Track job progress.
Back to Duty
S8: Amend or re-plan routes when delivery circumstances change, for example, changing weather conditions, road closures and accidents, customer requirements.
Back to Duty
S9: Adapt approach when supporting operation with, for example, changing weather conditions, road closures and accidents.
Back to Duty
S10: Record or enter information - paper based or electronic. For example, job sheets, handover documents, work sheets, and checklists.
Back to Duty
S11: Optimises routes, vehicle type and loading.
Back to Duty
S12: Comply with company specific policy and procedures by using the appropriate mode of transportation for ultra-low emission zones (ULEZ) and clean air zones.
Back to Duty
S13: Arrange the maintenance and inspection of the vehicle.
Back to Duty
S14: Use technology, and systems. General data protection regulation (GDPR). Cyber security.
Back to Duty
S15: Use the traffic management system or other relevant systems, to add, and update customer job requirements.
Back to Duty
S16: Conduct a briefing or debriefing session with colleagues.
Back to Duty
S17: Communicate in writing with others for example, internal and external customers, colleagues, and managers.
Back to Duty
S18: Communicate with others verbally for example, internal and external customers, colleagues, and managers.
Back to Duty
S19: Manage customer queries and complaints.
Back to Duty
S20: Apply the company’s service standards for internal and external customer services.
Back to Duty
S21: Escalate issues, for example, driver infringements and non-operational procedures.
Back to Duty
S22: Apply team working and wellbeing principles.
Back to Duty
S23: Apply equity, diversity, and inclusion principles in the workplace.
Back to Duty
S24: Carry out and record learning and development activities.
Back to Duty
B1: Customer focus prioritising their needs and expectations.
Back to Duty
B2: Team-focus to meet work goals.
Back to Duty
B3: Apply a professional approach.
Back to Duty
B4: Adapt to changing work requests.
Back to Duty
B5: Prioritise health, safety, and wellbeing.
Back to Duty
B6: Considers the environment and sustainability.
Back to Duty
B7: Contributes to equity, diversity, and inclusivity.
Back to Duty
B8: Seek learning and development opportunities.
Back to Duty
English and maths qualifications form a mandatory part of all apprenticeships and must be completed before an apprentice can pass through gateway. The requirements are detailed in the current version of the apprenticeship funding rules.
V1.0
This document explains the requirements for end-point assessment (EPA) for the traffic operator apprenticeship. End-point assessment organisations (EPAOs) must follow this when designing and delivering the EPA.
Traffic operator apprentices, their employers and training providers should read this document.
A full-time traffic operator apprentice typically spends 12 months on-programme. The apprentice must spend at least 12 months on-programme and complete the required amount of off-the-job training in line with the apprenticeship funding rules.
The EPA should be completed within an EPA period lasting typically 3 months.
The apprentice must complete their training and meet the gateway requirements before starting their EPA. The EPA will assess occupational competence.
An approved EPAO must conduct the EPA for this apprenticeship. Employers must select an approved EPAO from the apprenticeship provider and assessment register (APAR).
This EPA has 2 assessment methods.
The grades available for each assessment method are below.
Assessment method 1 - interview underpinned by a portfolio of evidence:
Assessment method 2 - practical with questions:
The result from each assessment method is combined to decide the overall apprenticeship grade. The following grades are available for the apprenticeship:
|
On-programme - typically 12 months
|
The apprentice must:
|
|---|---|
|
End-point assessment gateway
|
The apprentice’s employer must be content that the apprentice is occupationally competent. The apprentice must:
For the interview underpinned by a portfolio of evidence, the apprentice must submit a portfolio of evidence.
Gateway evidence must be submitted to the EPAO, along with any organisation specific policies and procedures requested by the EPAO. |
|
End-point assessment - typically 3 months
|
The grades available for each assessment method are below
Interview underpinned by a portfolio of evidence:
Practical with questions:
Overall EPA and apprenticeship can be graded:
|
The EPA is taken in the EPA period. The EPA period starts when the EPAO confirms the gateway requirements have been met and is typically 3 months.
The EPAO should confirm the gateway requirements have been met and start the EPA as quickly as possible.
The apprentice’s employer must be content that the apprentice is occupationally competent. That is, they are deemed to be working at or above the level set out in the apprenticeship standard and ready to undertake the EPA. The employer may take advice from the apprentice's training provider, but the employer must make the decision. The apprentice will then enter the gateway.
The apprentice must meet the gateway requirements before starting their EPA.
They must:
Portfolio of evidence requirements:
The apprentice must compile a portfolio of evidence during the on-programme period of the apprenticeship. It should only contain evidence related to the KSBs that will be assessed by the interview. It will typically contain 10 discrete pieces of evidence. Evidence must be mapped against the KSBs. Evidence may be used to demonstrate more than one KSB; a qualitative as opposed to quantitative approach is suggested.
Evidence sources may include:
This is not a definitive list; other evidence sources can be included.
The portfolio of evidence should not include reflective accounts or any methods of self-assessment. Any employer contributions should focus on direct observation of performance, for example, witness statements, rather than opinions. The evidence provided should be valid and attributable to the apprentice; the portfolio of evidence should contain a statement from the employer and apprentice confirming this.
The EPAO should not assess the portfolio of evidence directly as it underpins the interview. The independent assessor should review the portfolio of evidence to prepare questions for the interview. They are not required to provide feedback after this review.
Gateway evidence must be submitted to the EPAO, along with any organisation specific policies and procedures requested by the EPAO.
The assessment methods can be delivered in any order.
The result of one assessment method does not need to be known before starting the next.
In the interview, an independent assessor asks the apprentice questions. It gives the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method.
The apprentice can refer to and illustrate their answers with evidence from their portfolio of evidence.
This assessment method is being used because:
The interview must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method to the highest available grade.
An independent assessor must conduct and assess the interview.
The purpose is to assess the apprentice’s competence against the following themes:
The EPAO must give an apprentice 2 weeks' notice of the interview.
The independent assessor must have at least 2 weeks to review the supporting documentation.
The apprentice must have access to their portfolio of evidence during the interview.
The apprentice can refer to and illustrate their answers with evidence from their portfolio of evidence however, the portfolio of evidence is not directly assessed.
The interview must last for 60 minutes. The independent assessor can increase the time of the interview by up to 10%. This time is to allow the apprentice to respond to a question if necessary.
The independent assessor must ask at least 5 questions. The independent assessor must use the questions from the EPAO’s question bank or create their own questions in line with the EPAO’s training. Follow-up questions are allowed where clarification is required.
The apprentice may choose to end the assessment method early. The apprentice must be confident they have demonstrated competence against the assessment requirements for the assessment method. The independent assessor or EPAO must ensure the apprentice is fully aware of all assessment requirements. The independent assessor or EPAO cannot suggest or choose to end the assessment methods early, unless in an emergency. The EPAO is responsible for ensuring the apprentice understands the implications of ending an assessment early if they choose to do so. The independent assessor may suggest the assessment continues. The independent assessor must document the apprentice’s request to end the assessment early.
The independent assessor must make the grading decision.
The independent assessor must keep accurate records of the assessment. They must record:
The interview must take place in a suitable venue selected by the EPAO for example, the EPAO’s or employer’s premises.
The interview can be conducted by video conferencing. The EPAO must have processes in place to verify the identity of the apprentice and ensure the apprentice is not being aided.
The interview should take place in a quiet room, free from distractions and influence.
The EPAO must develop a purpose-built assessment specification and question bank. It is recommended this is done in consultation with employers of this occupation. The EPAO must maintain the security and confidentiality of EPA materials when consulting with employers. The assessment specification and question bank must be reviewed at least once a year to ensure they remain fit-for-purpose.
The assessment specification must be relevant to the occupation and demonstrate how to assess the KSBs mapped to this assessment method. The EPAO must ensure that questions are refined and developed to a high standard. The questions must be unpredictable. A question bank of sufficient size will support this.
The EPAO must ensure that the apprentice has a different set of questions in the case of re-sits or re-takes.
The EPAO must produce the following materials to support the interview underpinned by a portfolio of evidence:
The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation and moderation.
In a practical assessment with questions, an independent assessor observes the apprentice completing a task or series of tasks set by the EPAO. The EPAO decides in which of the simulated environments it takes place. The assessment environment must closely relate to the apprentice’s natural working environment. It gives the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method.
This assessment method is being used because:
The practical with questions must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method to the highest available grade.
An independent assessor must conduct and assess the practical with questions.
The independent assessor must only observe one apprentice at a time to ensure quality and rigour. They must be as unobtrusive as possible.
The EPAO must give an apprentice 2 weeks' notice of the . practical with questions
The practical with questions must take 1 hours.
The independent assessor can increase the time of the practical with questions by up to 10%. This time is to allow the apprentice to complete a task or respond to a question if necessary.
The practical with questions cannot be split, other than for comfort breaks or to allow apprentices to move from one location to another. Where breaks occur, they will not count towards the total EPA time.
The EPAO must manage invigilation of the apprentice during the assessment, to maintain security of the EPA, in line with their malpractice policy. This includes breaks and moving between locations.
The independent assessor must explain to the apprentice the format and timescales of the practical with questions before it starts. This does not count towards the assessment time.
The independent assessor must observe the following during the practical assessment:
These activities provide the apprentice with the opportunity to demonstrate the KSBs mapped to this assessment method.
The independent assessor must ask questions.
The purpose of the questions is:
Questioning can occur both during and after the practical assessment. The time for questioning is included in the overall assessment time. The independent assessor must ask at least 3 questions. To remain as unobtrusive as possible, the independent assessor should ask questions during natural stops between tasks and after completion of work rather than disrupting the apprentice’s flow. The independent assessor must use the questions from the EPAO’s question bank or create their own questions in line with the EPAO’s training.
The independent assessor can ask follow-up questions to clarify answers given by the apprentice. These questions are in addition to the above set number of questions for the practical with questions.
The independent assessor must make the grading decision. The independent assessor must assess the practical assessment and responses to questions holistically when deciding the grade.
The independent assessor must keep accurate records of the assessment. They must record:
The practical with questions must take place in a simulated environment selected by the EPAO for example, the EPAO’s premises, a training provider’s premises, a training facility in the employer’s premises, a test centre or a similar simulated environment. This simulated environment must relate to the apprentice’s natural work environment. Equipment and resources needed for the practical with questions must be confirmed to be available by the EPAO, who can liaise with the employer to provide these. They must be in good and safe working condition.
The EPAO must develop a purpose-built assessment specification and question bank. It is recommended this is done in consultation with employers of this occupation. The EPAO must maintain the security and confidentiality of EPA materials when consulting with employers. The assessment specification and question bank must be reviewed at least once a year to ensure they remain fit-for-purpose.
The assessment specification must be relevant to the occupation and demonstrate how to assess the KSBs mapped to this assessment method. The EPAO must ensure that questions are refined and developed to a high standard. The questions must be unpredictable. A question bank of sufficient size will support this.
The EPAO must ensure that the apprentice has a different set of tasks and questions in the case of re-sits and retakes, to minimise predictability.
The EPAO must produce the following materials to support the practical with questions:
The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation and moderation.
|
Theme
KSBs
|
Pass
Apprentices must demonstrate all of the pass descriptors
|
Distinction
Apprentices must demonstrate all of the pass descriptors and all of the distinction descriptors
|
|---|---|---|
|
Regulations, legislation, policy, and procedures
K1 K3 K17 S1 S3 |
Describes how they have complied with regulations and legislation in order to ensure working practice is safe, legal and meets business needs. Explains the consequences of not doing so. (K1, S1, K17). Explains how they would follow company policy, processes and standard operating procedures. (K3, S3) |
Explains the impact of deviating from company policy and standard operating procedures on the business. (K3, S3) |
|
Ways of working
K4 K7 K8 K9 K20 S4 S7 S9 B4 |
Describes how they plan work using planning and prioritising techniques. Describes how they have responded and adapted to work demands or situations in order to meet business needs. (K4, S4, B4) Describe the procedures for processing return goods. (K7) Explains how they track the progress of jobs through the various stages of delivery in line with company processes. (K8, S7) Explains how they would adapt to support the operation with changing weather condition, road closures and accidents. (K9, S9) Explains the innovation and advances in technology and infrastructure within the industry. (K20) |
Explains the impact when prioritises change and the need to be able to anticipate to changing work activities. (K4, S4) |
|
Vehicle maintenance and inspection
K16 S13 |
Explains how they have arranged the maintenance and inspection of vehicles in line with company procedures. (K16, S13) |
None. |
|
Information and communication
K22 K24 S16 S18 |
Explains how they have conducted a briefing or debriefing session with colleagues, providing or capturing information and data to meet business needs. (K22, S16) Explains how they communicate with other others using verbal communication techniques to support task completion. (K24, S18) |
Explains the role and associated benefits of briefing and debriefing sessions to the company. (K22, S16) |
|
Customer service
K25 S19 S20 B1 |
Explains how they prioritise customers’ needs and expectations, managing queries and complaints and following the company’s service standards for internal and external customers. (K25, S19, S20, B1) |
Describes the impact on the company and client of not managing customer queries and complaints. (K25, S19) |
|
Limitations and escalation
K26 S21 |
Describes how they have escalated issues outside their limits of authority in order to complete work tasks. (K26, S21) |
None. |
|
Team working
K27 S22 B2 |
Describes how they have applied team working and wellbeing principles to meet work goals. (K27, S22, B2) |
None. |
|
Equity, diversity, and inclusion (EDI)
K28 S23 B7 |
Describes how they apply equity, diversity and inclusion principles to support inclusion in the workplace, In line with company requirements. (K28, S23, B7) |
Explains the benefits of supporting a diverse and inclusive culture for the business. (K28, S23) |
|
Continuing professional development (CPD)
S24 B8 |
Outlines the learning and development activities they have carried out and shows a commitment to future continued professional development to maintain and enhance competence. (S24, B8) |
None. |
|
Theme
KSBs
|
Pass
Apprentices must demonstrate all of the pass descriptors
|
|---|---|
|
Health and safety
K2 S2 B5 |
Prioritises health and safety when working whilst complying with safe systems of work. (K2, S2, B5) |
|
Ways of working
K5 K6 K10 K11 K12 K13 K18 S5 S6 S8 S11 B3 |
Plans multiple drop route and jobs, inputting customer jobs for collection and delivery in line with company policies and procedures for the task. (K5, K6, S5, S6) Amend or re-plan the routes when delivery circumstances change in line with company policies and procedures for the task. (K10, S8) Applies a professional approach, optimising routes, vehicle type and loading to ensure client and company needs are efficiently fulfilled. (K11, K12, K13, S11, B3) Explains the innovation and advanced in technology and infrastructure within the industry. (K18) |
|
Environment and sustainability
K14 S12 B6 |
Considers the environment and sustainability when complying with environment and sustainability regulations, standards and policy and procedures. Follows guidelines by selecting the appropriate mode of transport for ultra-low emission zones (ULEZ) and clean air zones in line with company requirements. (K14, S12, B6) |
|
Information and communication
K15 K23 S10 S17 |
Records or enters information for work tasks in line with procedures and company requirements. (K15, S10) Communicates with others using written techniques to support task completion. (K23, S17) |
|
Digital and technology
K19 S14 |
Uses information systems and complies with GDPR and cyber security to support work tasks. (K19, S14) |
|
Traffic management systems
K21 S15 |
Uses the traffic management system or other relevant systems to add and update customer job requirements, in line with company procedures. (K21, S15). |
Performance in the EPA determines the overall grade of:
An independent assessor must individually grade the interview underpinned by a portfolio of evidence and practical with questions in line with this EPA plan.
The EPAO must combine the individual assessment method grades to determine the overall EPA grade.
If the apprentice fails one assessment method or more, they will be awarded an overall fail.
To achieve an overall pass, the apprentice must achieve at least a pass in all the assessment methods. To achieve an overall distinction, the apprentice must achieve a pass in the practical with questions, and a distinction in the interview with underpinning portfolio of evidence.
Grades from individual assessment methods must be combined in the following way to determine the grade of the EPA overall.
| Interview underpinned by a portfolio of evidence | Practical with questions | Overall Grading |
|---|---|---|
| Fail | Fail | Fail |
| Any grade | Fail | Fail |
| Fail | Pass | Fail |
| Pass | Pass | Pass |
| Distinction | Pass | Distinction |
If the apprentice fails one assessment method or more, they can take a re-sit or a re-take at their employer’s discretion. The apprentice’s employer needs to agree that a re-sit or re-take is appropriate. A re-sit does not need further learning, whereas a re-take does. The apprentice should have a supportive action plan to prepare for a re-sit or a re-take.
The employer and the EPAO should agree the timescale for a re-sit or re-take. A re-sit is typically taken within 3 months of the EPA outcome notification. The timescale for a re-take is dependent on how much re-training is required and is typically taken within 4 months of the EPA outcome notification.
Failed assessment methods must be re-sat or re-taken within a 6-month period from the EPA outcome notification, otherwise the entire EPA will need to be re-sat or re-taken in full.
Re-sits and re-takes are not offered to an apprentice wishing to move from pass to a higher grade.
The apprentice will get a maximum EPA grade of if pass they need to re-sit or re-take one or more assessment methods, unless the EPAO determines there are exceptional circumstances.
| Roles | Responsibilities |
|---|---|
|
Apprentice |
As a minimum, the apprentice should:
|
|
Employer |
As a minimum, the apprentice's employer must:
|
|
EPAO |
As a minimum, the EPAO must:
|
|
Independent assessor |
As a minimum, an independent assessor must:
|
|
Training provider |
As a minimum, the training provider must:
|
|
Marker |
As a minimum, the marker must:
|
The EPAO must have reasonable adjustments arrangements for the EPA.
This should include:
Adjustments must maintain the validity, reliability and integrity of the EPA as outlined in this EPA plan.
Special considerations
The EPAO must have special consideration arrangements for the EPA.
This should include:
Special considerations must maintain the validity, reliability and integrity of the EPA as outlined in this EPA plan.
Internal quality assurance refers to the strategies, policies and procedures that an EPAO must have in place to ensure valid, consistent and reliable EPA decisions.
EPAOs for this EPA must adhere to the requirements within the roles and responsibilities table.
They must also appoint independent assessors who:
Affordability of the EPA will be aided by using at least some of the following:
This apprenticeship is not aligned to professional recognition.
| Knowledge | Assessment methods |
|---|---|
|
K1
Regulation and legislation in relation to the traffic operator role for example, drivers working hours, working time directive, and Driver and Vehicle Standards Agency (DVSA) guidance. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K2
Health and safety regulations and legislation in relation to the traffic operator role. Back to Grading |
Practical with questions |
|
K3
Company policy, processes and standard operating procedures. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K4
Methods of planning and prioritising work. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K5
Procedures for planning routes and jobs including multiple drop routes. Back to Grading |
Practical with questions |
|
K6
Procedures for inputting customer jobs for collection and delivery. Back to Grading |
Practical with questions |
|
K7
The procedures of processing return goods. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K8
Company process for tracking jobs through the various stages of delivery. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K9
Techniques for adapting operation to deal with changing weather conditions, road closures and accidents. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K10
The amending or re-planning for further delivery when circumstances change. Back to Grading |
Practical with questions |
|
K11
The principles of selecting the driving route balancing time, distance, traffic. Back to Grading |
Practical with questions |
|
K12
The principles of optimising full loads. Back to Grading |
Practical with questions |
|
K13
Vehicle types and when to use them to minimise environmental impact and cost. Back to Grading |
Practical with questions |
|
K14
Environmental and sustainability standards, and policy and procedures including ultra-low emission zones (ULEZ) and clean air zones, and compliance guidelines. Back to Grading |
Practical with questions |
|
K15
Documentation: methods and requirements - electronic and paper. Back to Grading |
Practical with questions |
|
K16
Procedures for arranging vehicles maintenance and inspection. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K17
The consequences for not following legislation and regulations such as drivers’ hours, operator’s restrictions, and Driver and Vehicle Standards Agency (DVSA) guidance on vehicle maintenance and inspection. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K18
Techniques used to maximise resources when organising and allocating jobs manually or using IT systems. Back to Grading |
Practical with questions |
|
K19
Importance of using technology and relevant systems correctly. General data protection regulation (GDPR). Cyber security. Back to Grading |
Practical with questions |
|
K20
Innovation and advances in technology and infrastructure within the industry. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K21
Principles and techniques relating to the use of electronic or paper-based traffic management system (TMS) and other relevant systems. Back to Grading |
Practical with questions |
|
K22
Principles of briefings and debriefings, including capturing and sharing relevant information and data. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K23
Written communication techniques. Back to Grading |
Practical with questions |
|
K24
Verbal communication techniques. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K25
The organisations customer service standards including, customer specific service level agreements, key performance indicators (KPIs) and contractual obligations. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K26
Limits of authority and escalation procedures for example, driver infringements and non-operational procedures. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K27
Team working and wellbeing principles. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K28
Principles of equity, diversity, and inclusion in the workplace. Back to Grading |
Interview underpinned by a portfolio of evidence |
| Skill | Assessment methods |
|---|---|
|
S1
Comply with regulations and legislation when working. For example, drivers working hours, working time directive, and Driver and Vehicle Standards Agency (DVSA) guidance. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S2
Comply with health and safety when working. Back to Grading |
Practical with questions |
|
S3
Follow company policy, processes and standard operating procedures. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S4
Plan and prioritise daily activities for example to customer job requirements, back loads, delivery. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S5
Plan multiple drop routes and jobs. Back to Grading |
Practical with questions |
|
S6
Inputting customer jobs for collection and delivery. Back to Grading |
Practical with questions |
|
S7
Track job progress. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S8
Amend or re-plan routes when delivery circumstances change, for example, changing weather conditions, road closures and accidents, customer requirements. Back to Grading |
Practical with questions |
|
S9
Adapt approach when supporting operation with, for example, changing weather conditions, road closures and accidents. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S10
Record or enter information - paper based or electronic. For example, job sheets, handover documents, work sheets, and checklists. Back to Grading |
Practical with questions |
|
S11
Optimises routes, vehicle type and loading. Back to Grading |
Practical with questions |
|
S12
Comply with company specific policy and procedures by using the appropriate mode of transportation for ultra-low emission zones (ULEZ) and clean air zones. Back to Grading |
Practical with questions |
|
S13
Arrange the maintenance and inspection of the vehicle. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S14
Use technology, and systems. General data protection regulation (GDPR). Cyber security. Back to Grading |
Practical with questions |
|
S15
Use the traffic management system or other relevant systems, to add, and update customer job requirements. Back to Grading |
Practical with questions |
|
S16
Conduct a briefing or debriefing session with colleagues. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S17
Communicate in writing with others for example, internal and external customers, colleagues, and managers. Back to Grading |
Practical with questions |
|
S18
Communicate with others verbally for example, internal and external customers, colleagues, and managers. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S19
Manage customer queries and complaints. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S20
Apply the company’s service standards for internal and external customer services. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S21
Escalate issues, for example, driver infringements and non-operational procedures. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S22
Apply team working and wellbeing principles. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S23
Apply equity, diversity, and inclusion principles in the workplace. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S24
Carry out and record learning and development activities. Back to Grading |
Interview underpinned by a portfolio of evidence |
| Behaviour | Assessment methods |
|---|---|
|
B1
Customer focus prioritising their needs and expectations. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
B2
Team-focus to meet work goals. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
B3
Apply a professional approach. Back to Grading |
Practical with questions |
|
B4
Adapt to changing work requests. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
B5
Prioritise health, safety, and wellbeing. Back to Grading |
Practical with questions |
|
B6
Considers the environment and sustainability. Back to Grading |
Practical with questions |
|
B7
Contributes to equity, diversity, and inclusivity. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
B8
Seek learning and development opportunities. Back to Grading |
Interview underpinned by a portfolio of evidence |
| KSBS GROUPED BY THEME | Knowledge | Skills | Behaviour |
|---|---|---|---|
|
Regulations, legislation, policy, and procedures
K1 K3 K17 S1 S3 |
Regulation and legislation in relation to the traffic operator role for example, drivers working hours, working time directive, and Driver and Vehicle Standards Agency (DVSA) guidance. (K1) Company policy, processes and standard operating procedures. (K3) The consequences for not following legislation and regulations such as drivers’ hours, operator’s restrictions, and Driver and Vehicle Standards Agency (DVSA) guidance on vehicle maintenance and inspection. (K17) |
Comply with regulations and legislation when working. For example, drivers working hours, working time directive, and Driver and Vehicle Standards Agency (DVSA) guidance. (S1) Follow company policy, processes and standard operating procedures. (S3) |
None |
|
Ways of working
K4 K7 K8 K9 K20 S4 S7 S9 B4 |
Methods of planning and prioritising work. (K4) The procedures of processing return goods. (K7) Company process for tracking jobs through the various stages of delivery. (K8) Techniques for adapting operation to deal with changing weather conditions, road closures and accidents. (K9) Innovation and advances in technology and infrastructure within the industry. (K20) |
Plan and prioritise daily activities for example to customer job requirements, back loads, delivery. (S4) Track job progress. (S7) Adapt approach when supporting operation with, for example, changing weather conditions, road closures and accidents. (S9) |
Adapt to changing work requests. (B4) |
|
Vehicle maintenance and inspection
K16 S13 |
Procedures for arranging vehicles maintenance and inspection. (K16) |
Arrange the maintenance and inspection of the vehicle. (S13) |
None |
|
Information and communication
K22 K24 S16 S18 |
Principles of briefings and debriefings, including capturing and sharing relevant information and data. (K22) Verbal communication techniques. (K24) |
Conduct a briefing or debriefing session with colleagues. (S16) Communicate with others verbally for example, internal and external customers, colleagues, and managers. (S18) |
None |
|
Customer service
K25 S19 S20 B1 |
The organisations customer service standards including, customer specific service level agreements, key performance indicators (KPIs) and contractual obligations. (K25) |
Manage customer queries and complaints. (S19) Apply the company’s service standards for internal and external customer services. (S20) |
Customer focus prioritising their needs and expectations. (B1) |
|
Limitations and escalation
K26 S21 |
Limits of authority and escalation procedures for example, driver infringements and non-operational procedures. (K26) |
Escalate issues, for example, driver infringements and non-operational procedures. (S21) |
None |
|
Team working
K27 S22 B2 |
Team working and wellbeing principles. (K27) |
Apply team working and wellbeing principles. (S22) |
Team-focus to meet work goals. (B2) |
|
Equity, diversity, and inclusion (EDI)
K28 S23 B7 |
Principles of equity, diversity, and inclusion in the workplace. (K28) |
Apply equity, diversity, and inclusion principles in the workplace. (S23) |
Contributes to equity, diversity, and inclusivity. (B7) |
|
Continuing professional development (CPD)
S24 B8 |
None |
Carry out and record learning and development activities. (S24) |
Seek learning and development opportunities. (B8) |
| KSBS GROUPED BY THEME | Knowledge | Skills | Behaviour |
|---|---|---|---|
|
Health and safety
K2 S2 B5 |
Health and safety regulations and legislation in relation to the traffic operator role. (K2) |
Comply with health and safety when working. (S2) |
Prioritise health, safety, and wellbeing. (B5) |
|
Ways of working
K5 K6 K10 K11 K12 K13 K18 S5 S6 S8 S11 B3 |
Procedures for planning routes and jobs including multiple drop routes. (K5) Procedures for inputting customer jobs for collection and delivery. (K6) The amending or re-planning for further delivery when circumstances change. (K10) The principles of selecting the driving route balancing time, distance, traffic. (K11) The principles of optimising full loads. (K12) Vehicle types and when to use them to minimise environmental impact and cost. (K13) Techniques used to maximise resources when organising and allocating jobs manually or using IT systems. (K18) |
Plan multiple drop routes and jobs. (S5) Inputting customer jobs for collection and delivery. (S6) Amend or re-plan routes when delivery circumstances change, for example, changing weather conditions, road closures and accidents, customer requirements. (S8) Optimises routes, vehicle type and loading. (S11) |
Apply a professional approach. (B3) |
|
Environment and sustainability
K14 S12 B6 |
Environmental and sustainability standards, and policy and procedures including ultra-low emission zones (ULEZ) and clean air zones, and compliance guidelines. (K14) |
Comply with company specific policy and procedures by using the appropriate mode of transportation for ultra-low emission zones (ULEZ) and clean air zones. (S12) |
Considers the environment and sustainability. (B6) |
|
Information and communication
K15 K23 S10 S17 |
Documentation: methods and requirements - electronic and paper. (K15) Written communication techniques. (K23) |
Record or enter information - paper based or electronic. For example, job sheets, handover documents, work sheets, and checklists. (S10) Communicate in writing with others for example, internal and external customers, colleagues, and managers. (S17) |
None |
|
Digital and technology
K19 S14 |
Importance of using technology and relevant systems correctly. General data protection regulation (GDPR). Cyber security. (K19) |
Use technology, and systems. General data protection regulation (GDPR). Cyber security. (S14) |
None |
|
Traffic management systems
K21 S15 |
Principles and techniques relating to the use of electronic or paper-based traffic management system (TMS) and other relevant systems. (K21) |
Use the traffic management system or other relevant systems, to add, and update customer job requirements. (S15) |
None |
| Version | Change detail | Earliest start date | Latest start date | Latest end date |
|---|---|---|---|---|
| 1.0 | Approved for delivery | 19/07/2024 | Not set | Not set |
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