Emergency contact handler

This document explains the requirements for end-point assessment (EPA) for the emergency contact handler apprenticeship. End-point assessment organisations (EPAOs) must follow this when designing and delivering the EPA.

Emergency contact handler apprentices, their employers and training providers should read this document.

An approved EPAO must conduct the EPA for this apprenticeship. Employers must select an approved EPAO from the Education and Skills Funding Agency’s Register of end-point assessment organisations (RoEPAO).

A full-time apprentice typically spends 12 months on-programme (this means in training before the gateway) working towards competence as a emergency contact handler. All apprentices must spend at least 12 months on-programme. All apprentices must complete the required amount of off-the-job training specified by the apprenticeship funding rules.

This EPA has 2 assessment methods.

The grades available for each assessment method are:

Assessment method 1 - observation of live contacts and pre-recorded contacts with questions:

• fail

• pass

• distinction

Assessment method 2 - professional discussion (underpinned by a portfolio):

• fail

• pass

• distinction

The result from each assessment method is combined to decide the overall apprenticeship grade. The following grades are available for the apprenticeship:

• fail

• pass

• distinction

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 6 months.

The EPAO should confirm the gateway requirements have been met and the EPA should start as quickly as possible.

The apprentice’s employer must confirm that they think their apprentice is working at or above the occupational standard. The apprentice will then enter the gateway. The employer may take advice from the apprentice's training provider(s), but the employer must make the decision.

The apprentice must meet the gateway requirements before starting their EPA.

These are:

• achieved English and maths qualifications in line with the apprenticeship funding rules.

• for the professional discussion (underpinned by a portfolio) the apprentice must submit: portfolio of evidence

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 this assessment method. It will typically contain 9 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:

• workplace documentation and records, for example:
• witness statements
• products of work, for example personal continuing development plans
• learner statements which objectively detail actions taken, for instances where product of work cannot be submitted due to data protection

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 discussion. The independent assessor should review the portfolio of evidence to prepare questions for the discussion. They are not required to provide feedback after this review.

The apprentice must submit any policies and procedures as 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.

Overview

In the observation of live contacts and pre-recorded contacts with questions, an independent assessor observes the apprentice dealing with live contacts and listens to pre-recorded contacts the apprentice completed in their workplace post gateway. Following each of these the independent assessor asks questions. The apprentice completes their day-to-day duties under normal working conditions. This allows the apprentice to demonstrate the KSBs shown in the mapping through naturally occurring evidence. Simulation is not permitted.

The observation and responses to questions must be assessed holistically by the independent assessor when they are deciding the grade for the observation.

Rationale

This assessment method is being used because:

• this is a practical role, best demonstrated through completing tasks in a real work environment
• live observation makes use of employer resources and equipment which will be familiar to the apprentice and allow them to perform at their best
• pre-recorded contacts enable the apprentice to demonstrate their competence in a range of contact handling skills in real life situations
• questioning allows for the assessment of the breadth and depth of underpinning knowledge against the grading descriptors

This assessment method consists of two components, which can be completed in any order:

• observation of live contacts with questions
• listening to pre-recorded contacts with questions

Component 1: Observation of live contacts with questions

Delivery

The observation must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this EPA method to the highest available grade.

The independent assessor must only observe one apprentice to ensure quality and rigour. They must be as unobtrusive as possible.

The EPAO must give an apprentice 14 days’ notice of the observation of live contacts and pre-recorded contacts with questions.

The observation with questioning must take 75 minutes. The time for questioning is included in the overall assessment time.

The independent assessor can increase the time of the observation by up to 10%. This time is to allow the apprentice to complete a task or respond to a question if necessary.

EPAOs must manage invigilation of apprentices at all times 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 observation before it begins. This does not count towards the assessment time.

The independent assessor should observe the following during the observation of live contacts:

• use of technology

These activities provide the apprentice with the opportunity to demonstrate the KSBs as shown in the mapping.

The independent assessor must ask questions. The purpose of questioning is to test the apprentice’s breadth and depth of underpinning knowledge against the grading descriptors.

The independent assessor must ask a minimum of 2 open questions related to technology.

• software and communication systems

They may ask follow up questions where clarification is required.

Typically, the questioning will be at the end of the observation however questions can be asked during the observation of live contacts, providing there are natural stops between tasks.

Questioning that occurs after the observation should take place in a quiet room, free from distractions and influence.

Those KSBs that the apprentice did not have the opportunity to demonstrate can be assessed via questioning although these should be kept to a minimum and are in addition to the set number of questions.

The independent assessor conducts and assesses the observation. They must record the KSBs observed, KSBs demonstrated in answers to questions and the grade achieved. The apprentice’s answers to questions must also be recorded.

The independent assessor makes all grading decisions.

Component 2: Listening to pre-recorded contacts with questions

Delivery

Apprentices must complete and record 5 calls and make these recordings available to the independent assessor for review on the day of the observation. Due to the unpredictable nature of the role, call lengths can vary. Therefore, there is no minimum or maximum duration for the 5 pre-recorded calls. The apprentice must select 5 separate incidents or enquiries to be assessed on the day of the observation. This may involve more than one call for instances where call-backs are required.

To ensure the listening of pre-recorded contacts allows the apprentice to meet the KSBs mapped to this assessment method to the highest available grade, the independent assessor should allow adequate time to listen to these.

The apprentice must record contacts which were completed after the gateway. The employer should ensure the apprentice has the time and resources within this period, to identify the 5 recordings. The exact number of weeks an apprentice has to collect the recordings will be decided by the employer in consultation with the EPAO and the apprentice, based on the volume of contacts the employer receives. As a maximum, evidence can be gathered up to 14 days before the date of the observation, which must be held within 6 months of the gateway.

The recordings output must be the apprentice’s own work and will be reflective of their own role and contribution. The apprentice and their employer must confirm that the recordings output is the apprentice’s own work

The recordings must include evidence covering:

• communication

The independent assessor must ask questions. The purpose of questioning is to test the apprentice’s breadth and depth of underpinning knowledge against the grading descriptors.

The independent assessor must ask a minimum of 5 open questions related to communication.

• techniques to build rapport and display empathy
• techniques used when having to negotiate, influence or manage conflict
• listening and questioning techniques

They may ask follow up questions where clarification is required.

Those KSBs that the apprentice did not have the opportunity to demonstrate can be assessed via questioning although these should be kept to a minimum and are in addition to the set number of questions.

The questioning will be after the assessor has listened to the 5 pre-recorded contacts. The time allocated for questioning is 15 minutes.

The independent assessor can increase the time of the questioning by up to 10%. This time is to allow the apprentice to complete a task or respond to a question if necessary.

Questioning that occurs after the independent assessor has listened to the contacts should take place in a quiet room, free from distractions and influence.

Assessment location

Both the observation of live contacts with questions and listening to the pre-recorded contacts with questions must take place in the apprentice’s normal place of work (for example their employer’s premises). Equipment and resources needed for both components must be provided by the employer and be in good working condition.

Question and resource development

The EPAO must develop a purpose-built assessment specification and question bank for both components. It is recommended this is done in consultation with employers of this occupation. The EPAO should maintain the security and confidentiality of EPA materials when consulting 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.

EPAO must produce the following materials to support the observation of live contacts and pre-recorded contacts with questions:

• independent assessor EPA materials which include:
  • training materials
  • administration materials
  • moderation and standardisation materials
  • guidance materials
  • grading guidance
  • question bank
• EPA guidance for the apprentice and the employer

The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation, training, and moderation.

Overview

In the discussion, an independent assessor and apprentice have a formal two-way conversation.

The apprentice can refer to and illustrate their answers with evidence from their portfolio of evidence. It gives the apprentice the opportunity to demonstrate their competency across the KSBs mapped to this EPA method.

Rationale

This assessment method is being used because:

• due to the nature of the work undertaken and the safety and security requirements within the sector some KSBs cannot be reliably assessed in the observation. A professional discussion is the most appropriate way to assess the KSB's that will not naturally occur during the observation, allowing the apprentice to draw on their experience to demonstrate competence.

• it allows the opportunity for the apprentice to demonstrate their knowledge and competency of a wide range of KSB's necessary for the emergency contact handler role.

Delivery

The professional discussion 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 professional discussion.

The purpose of the independent assessor's questions will be to cover the following topics:

• professionalism
• professional development
• health, safety and risk management
• working with others

The EPAO must give an apprentice 14 days notice of the professional discussion.

The independent assessor must have at least 2 week(s) to review the supporting documentation.

The apprentice must have access to their portfolio of evidence during the professional discussion.

The apprentice can refer to and illustrate their answers with evidence from their portfolio of evidence is however the portfolio of evidence is not directly assessed.

The professional discussion must last for 75 minutes. The independent assessor can increase the time of the professional discussion 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 14 questions. Follow-up questions are allowed where clarification is required. The independent assessor must use the questions from their EPAO’s question bank or create their own questions in-line with the EPAO’s training.

The independent assessor must make the grading decision. The independent assessor must keep accurate records of the assessment. They must record:

• the apprentice’s answers to questions
• the KSBs demonstrated in answers to questions
• the grade achieved 

Assessment location

The professional discussion must take place in a suitable venue selected by the EPAO (for example the EPAO’s or employer’s premises).

The professional discussion 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 professional discussion should take place in a quiet room, free from distractions and influence.

Question and resource development

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 should maintain the security and confidentiality of EPA materials when consulting 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 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 professional discussion (underpinned by a portfolio):

• independent assessor assessment materials which include:

• training materials
• administration materials
• moderation and standardisation materials
• guidance materials
• grading guidance
• question bank

• EPA guidance for the apprentice and the employer

The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation, training, and moderation.

The assessment methods contribute equally to the overall EPA pass grade.

Performance in the EPA determines the apprenticeship grade of:

• fail

• pass

• distinction

An independent assessor must individually grade the: observation of live contacts and pre-recorded contacts with questions and professional discussion (underpinned by a portfolio) 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 or more assessment methods, they will be awarded an overall EPA fail. 

To achieve an overall pass, the apprentice must achieve at least a pass in all the assessment methods. To achieve an overall EPA distinction, the apprentice must achieve a distinction in both assessment methods.

Grades from individual assessment methods must be combined in the following way to determine the grade of the EPA overall.

If the apprentice fails one or more assessment methods 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 EPAO agree the timescale for a re-sit or re-take. A re-sit is typically taken within 2 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 3 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, unless in the opinion of the EPAO exceptional circumstances apply outside the control of the apprentice or their employer.

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 pass for a re-sit or re-take, unless the EPAO determines there are exceptional circumstances.

The EPAO must have reasonable adjustments arrangements for the EPA.

This should include:

• how an apprentice qualifies for reasonable adjustment
• what reasonable adjustments may be made

Adjustments must maintain the validity, reliability and integrity of the EPA as outlined in this EPA plan.

Internal quality assurance refers to how the EPAO ensures valid, consistent and reliable EPA decisions. The EPAO must adhere to the requirements within the roles and responsibilities section:

The EPAO must also:

• have quality assurance systems and procedures that ensure fair, reliable and consistent EPA regardless of employer, place, time or independent assessor
• appoint independent assessors who are competent to deliver the EPA and who:
  • have recent relevant experience of the occupation or sector to at least occupational level 3 gained in the last 3 years or significant experience of the occupation or sector
  • meet the following minimum requirements:
    • hold a recognised assessment qualification or have been trained in assessment practice by their epao
    • in order to comply with data protection, confidentiality legislation and sector/employer policies an independent assessor must pass the employers vetting requirements and comply with organisational secrecy policies.

• operate induction training for anyone involved in the delivery or assessment of the EPA
• provide training for independent assessors in good assessment practice, operating the assessment tools and making grading decisions
• provide ongoing training for markers and invigilators
• provide standardisation activity for this apprenticeship standard for all independent assessors:
  • before they conduct an EPA for the first time
  • if the EPA is updated
  • periodically as appropriate (a minimum of annually)
• conduct effective moderation of EPA decisions and grades
• conduct appeals where required, according to the EPAO’s appeals procedure, reviewing and making final decisions on EPA decisions and grades
• have no direct connection with the apprentice, their employer or training provider.

Affordability of the EPA will be aided by using at least some of the following:

• utilising digital remote platforms to conduct applicable assessment methods

• using the employer’s premises

• conducting assessment methods on the same day

Professional body recognition is not relevant to this occupational apprenticeship.