GUIDE FOR ASSESSORS -Process Phone Calls …

1 assessment GUIDE FOR ASSESSORS Processing incoming and outgoing Calls ID: 14348 NQF Level 2 id278020984 pdfMachine by Broadgun Software - a great PDF writer! - a great PDF creator! - 1/49 assessment GUIDE Content SECTION 1 GENERAL GUIDELINES FOR THE How to use this assessment , Moderation and RPL SECTION Unit Standard: Process incoming and outgoing telephone Unit Standard assessment Appeals SECTION 3 assessment GUIDE FOR Pre- assessment Action Notification/Invitation to Learner Notification to other Learner During assessment - assessment assessment Activity 1: assessment Activity 2: Structured assessment Activity 3 Supervisors Post Competence assessment SECTION 4 - QUALITY ASSESSORS Review Moderator s 2/49 SECTION 1 General Guidelines for the Assessor How to use this GUIDE This GUIDE has been developed to assist learner- ASSESSORS to implement outcomes-based assessment in their organisations for the first time.

2 This GUIDE acts as evidence of workplace application. The GUIDE is divided into 4 sections: Section1: General guideline for the Assessor Section 2: assessment Strategy Section 3: Pre assessment Activities During assessment Activities Post assessment Section 4: Quality Assurance and Moderation This GUIDE is the intellectual property of TRAINYOUCAN & ELEARNINGSKILLS and can therefore only be used for portfolio purposes. No part of this GUIDE may be re-produced or used in any form or by means, graphic, electronic or mechanical, including photocopying, typing or information and retrieval systems without written permission from TRAINYOUCAN & ELEARNINGSKILLS 3/49 assessment , Moderation and RPL Policy Introduction TRAINYOUCAN & ELEARNINGSKILLS believes all assessment practices should enhance the education and development of employees and should therefore be relevant and flexible enough to be applied throughout the organisation.

3 It is the intention of TRAINYOUCAN & ELEARNINGSKILLS to implement practical and manageable assessment practices in line with the requirement of all ETQA s yet meeting the needs of the employees and organisational core business Company Aims TRAINYOUCAN & ELEARNINGSKILLS s aim is to develop relevant, effective and transparent assessment practices appropriate to business requirements Purpose The purpose of assessment is clearly defined in assessment strategies developed for each particular assessment . The main purpose of assessments conducted in TRAINYOUCAN & ELEARNINGSKILLS is: * to qualify learners against registered NQF unit standard * to assess competence related to a particular job * to determine training needs * to assessment continuous performance assessment process TRAINYOUCAN & ELEARNINGSKILLS s assessment process is as follows: Learners register for training programme Attend a training programme, during training learners are given knowledge and skills to apply in workplace.

4 Learners are expected to apply newly learnt skills in the workplace and will be assess accordingly Learners receive feedback reports and an evidence and judgement summary sheet. If required learners are coached to achieve competence Learners are required to provide TRAINYOUCAN & ELEARNINGSKILLS with feedback on the complete assessment process. The feedback from the learners are used to review assessment practices The assessment process are completed with the required administration that ultimately leads to certification Principles supporting TRAINYOUCAN & ELEARNINGSKILLS s assessment practices TRAINYOUCAN & ELEARNINGSKILLS supports the following NQF principles in relation to the application of all assessment practices : 4/49 NQF Principle Organizational policy on NQF Principle integration. Appropriateness (i) All assessment practices used will be relevant and fit for purpose Relevant (i) assessment policies and procedures will be transparent, consistent and relevant.

5 (ii) assessment methods will be validated and reviewed regularly (iii) assessment reviews will form an integral part of all assessment practices (iv) Appeals procedures will be developed to ensure fair assessment Credible (i) TRAINYOUCAN & ELEARNINGSKILLS will ensure credibility by developing competent ASSESSORS and implement assessment practice acceptable both nationally and internationally Coherent (i) All assessment and ETD practices will be in line with the NQF and clear learning paths will be provided to all learners Access (i) All employees will have access to education, training and development as well as an opportunity to be assessed against registered unit standards in order to obtain suitable qualifications (ii) Learners will be allowed to progress through the various levels of the NQF Portable (i) All assessment practice in the organisation will allow for portability between stores and across the W& R sector Reflexive (i) All assessment practices will reflect the needs of the learners and the organisation Effective and efficient (i) All resources will be made available to ensure the effectiveness and efficiency of assessment practices Quality Assurance of evidence that gets assessed by TRAINYOUCAN & ELEARNINGSKILLS TRAINYOUCAN & ELEARNINGSKILLS s has implemented a quality assurance system as part of our standard assessment practice to ensue the value of evidence assessed.

6 The following principles form the framework of our assessment practice. Principle Policy Explanation Authenticity It is the responsibility of the learner and assessor to ensure that the evidence presented for assessment is attributable to the learner being assessed Validity assessment methods and instruments are designed and used against unit standards and focused on the requirements laid down in the unit standard assessment activities mirror the conditions of actual performance 5/49 Principle Policy Explanation Reliability assessment practices are fair, consistent and are reviewed. Moderation practices are implemented to ensure reliable assessment results assessment practices are manageable and cost effective assessment results are consistent assessment practices do not create any barriers to achievements Sufficiency Evidence collected and judged to meet all the assessment criteria set out in the unit standards.

7 Performance can be repeated consistently assessment practices are integrated in the workplace Currency All assessment results are recorded and records are maintained assessment practices reflect dates of all assessments Clear timeframe for evidence are included with all assessment practices assessment approach TRAINYOUCAN & ELEARNINGSKILLS has implemented an integrated assessment approach that allows assessment practice to be practical, cost effective, relevant and manageable. This approach allows for a variety of assessment methods suitable to the needs and circumstances of the learners. It provides opportunities to carry out assessments in the workplace. Formative assessments TRAINYOUCAN & ELEARNINGSKILLS conducts formative assessment during the learning process using a variety of assessment methods such as: Knowledge questionnaire Assignments Case studies Role-plays Self assessment Observation Summative assessments This form of assessment will be carried out when a learner is ready to be assessed at the end of a learning programme.

8 The purpose of this assessment is to determine whether the learner is competent or not yet competent. The assessment methods used in this approach are: 1. Portfolio of evidence 2. Knowledge questionnaire 3. Project 4. Assignment 5. Case study 6. Interview 7. Observation 6/49 Pre- assessment This form of assessment will take place to determine whether the learner is ready to attend a particular training programme on a particular level. The assessment methods used in this approach are: Self assessment Interview Survey Post-assessments Post assessments include reviews of assessment practices and continuous performance assessments in the workplace. A 360 assessment process linked to personal development plans of learners as well as the workplace skills plans will be implemented Role players in Assessments Direct Supervisor Evidence Facilitator ASSESSORS Internal Moderator External Verifier Learner roles and responsibilities Learners will have the responsibility to adhere to the learners agreement and will manage the assessment plans agreed upon ASSESSORS Code of Conduct TRAINYOUCAN & ELEARNINGSKILLS ASSESSORS are bound to conduct all assessment according to set assessment practices as stipulated in the ASSESSORS Code of Conduct.

9 ASSESSORS will be expected to sign the code of conduct before they attend the orientation workshop. Assessor Registration TRAINYOUCAN & ELEARNINGSKILLS will comply to the requirements set out by the ETDP SETA for the registration of ASSESSORS TRAINYOUCAN & ELEARNINGSKILLS will only register ASSESSORS once they meet the standards and the requirements of the company 7/49 Misconduct of ASSESSORS TRAINYOUCAN & ELEARNINGSKILLS will end the contract with an assessor if assessment practices are not maintained. ASSESSORS will be reported to the ETQA for the following misbehaviour: Using learners evidence for personal gain and benefit Adding/subtracting evidence from learners portfolios Suspected and proof of bribery or threats Sexual harassment Racial discrimination Loosing learners evidence TRAINYOUCAN & ELEARNINGSKILLS will publish the reasons for deregistering an assessor on their website.

10 Responsibilities of ASSESSORS Plan assessments Design assessment instruments Develop assessment guides is required Prepare the candidate for assessment Conduct the assessment Judge the evidence of a learner's performance, knowledge and understanding against the national standards. Decide whether the learner has demonstrated competence. Provide feedback to the learner. Maintain accurate records. Record all the assessment results. Review the assessment External ASSESSORS TRAINYOUCAN & ELEARNINGSKILLS will appoint external assessor following the exact same practices as internal ASSESSORS Storage of all assessment reports All evidence are stored electronically on the server. Only the assessment Administration Manager has access to all information Back-ups are made weekly Results are captured on a database Type of evidence to be stored Copies of 10% of portfolio assessed are kept in the store room Hard copies of Endorsement forms Hard copies of feedback for learners Copies of signed assessor reports assessment Guides 8/49 Access to assessment Guides ASSESSORS will only have access to assessment guides relevant to their field Content of assessment GUIDE assessment guides will provide the assessor with.