This is not the latest approved version of this apprenticeship. View the latest version
This revised version has been agreed and is available for information only at present. It will replace the version 1.0 for new starts once the funding band is agreed and after the notice period. Further details of this and other apprenticeship in revision are available in the revisions status report.
This apprenticeship is in revision
Proposal approved
Occupational standard approved
End-point assessment plan approved
Funding approved
This apprenticeship has options. This document is currently showing the following option:
This occupation can be found in a variety of ports, harbours, and marinas. From a major international trade gateway, Naval base supporting the Royal Navy, to a single jetty jutting out into a river or sea. A port is typically a location on the coast where goods are loaded and unloaded, however they can be found inland such as the Manchester ship canal and Port of Boston in Lincolnshire. Ports serve many purposes, including recreation, commercial trade, the energy sector and defence. The port industry is diverse, supporting a wide range of activities vital to many sectors of the UK economy. Ports are critical transportation networks that facilitate both international and domestic trade.
The UK has the largest port sector in Europe, with 120 commercial ports. Port operatives may be employed by large port authorities, such as the Port of Felixstowe. Which handles roughly 48% of all containerised trade within the UK, to other porting authorities such as the Port of Boston or enlisting as a port operative in the British Army.
Port operatives have key roles in enabling businesses to deliver on time and safely. Cargo can include any goods imported or exported from the UK, such as cars, food, manufactured goods, and raw materials. The work they do varies depending on the type of ship or cargo. Operatives in larger ports tend to specialise, but smaller ports often require them to perform a wide range of duties.
Port operatives are engaged to ensure that freight is moved efficiently from a docked ship, directly to a road vehicle or train for onward transportation, or to a warehouse or holding area for temporary storage. Port operatives may be required to operate large items of mobile and fixed lifting equipment and other vehicles, such as forklift trucks and mobile cranes.
A port operative may be required to work on board any type or size of moored or anchored vessel in a port.
Port operatives can also work in passenger operations, ensuring that customers of ferry services or cruise liners travel through the port safely and efficiently. While maintaining excellent customer service. Passenger facilities at ports can be similar to those found at airports, with catering and other recreational services for passengers waiting to join the ship.
Working hours may include unsocial hours, and working outdoors in inclement weather is probable. There may be some on-call requirements as well as shift and weekend work. The working environment is likely to be physically demanding. Entry restrictions may apply to applicants.
| Duty | KSBs |
|---|---|
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Duty 1 Perform safe working practices within the port environment. |
K1 K2 K3 K4 K5 K6 K9 K10 K12 K13 K18 |
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Duty 2 Comply with industry standards, relevant legislation, and environmental regulations. |
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Duty 3 Comply with port security. (International ship and port facility (ISPS) code). |
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Duty 4 Follow the standard operating procedures in line with company policies. |
K4 K5 K6 K7 K9 K10 K11 K12 K13 K14 K15 K16 K17 K18 K19 |
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Duty 5 Demonstrate situational awareness of traffic and the movement of goods, materials and people around the port to avoid risks to themselves and others. |
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Duty 6 Use equipment and machinery safely, following instructions, and legislation. |
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Duty 7 Promote sustainable practices and reduce environmental impact in port operations. |
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Duty 8 Work as part of a team supporting colleagues to meet customer expectations, quality requirements and deadlines. |
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Duty 9 Check and process relevant documentation, inventories and records of information, utilising the relevant technology. |
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Duty 10 Communicate with internal and external stakeholders. |
| Duty | KSBs |
|---|---|
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Duty 11 Perform stevedoring, maintenance and marine operational activities. |
S21 S22 S23 S24 S25 S26 S27 S28
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Duty 12 Safely unload and load goods according to its properties. |
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Duty 13 Identify and report damage to product in the ships hold, terminals, and storage areas along with damage to cargo and cargo claims. |
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Duty 14 Check that the cargo is secured safely. |
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Duty 15 Communicate with colleagues to help undertake planned cargo movements. |
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| Duty | KSBs |
|---|---|
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Duty 16 Ensure the safe transfer of passengers as they embark and disembark from vessels. |
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Duty 17 Transfer supplies to and from vessels using associated equipment and techniques. |
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Duty 18 Support the quayside operations with passenger and supply activity to ensure safety and security. |
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Duty 19 Provide assistance for customers who may need additional support, for example: elderly, disabled, parents with buggies, young or vulnerable people |
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Duty 20 Engage with customers to deliver an exceptional customer service. Ensure that they are respected and made to feel welcome supporting equity, diversity, and inclusion. |
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K1: Regulations and legislation that impact the port sector.
Back to Duty
K2: Health and safety regulations, standards, and guidance and impact on role and its safe operation. Use of personal protective equipment (PPE).
Back to Duty
K3: Hazards and risks that occur in the workplace.
Back to Duty
K4: Methods to promote safe working including, risk assessments, method statements, control measures and safe systems of work.
Back to Duty
K5: Importance of compliance with regulations and legislation.
Back to Duty
K6: Associated regulations and legislation relating to control of substances hazardous to health. (COSHH) and the international maritime dangerous goods (IMDG) code.
Back to Duty
K7: Policies, procedures and working practices.
Back to Duty
K8: Port security and the security levels that are associated with the port industry.
Back to Duty
K9: Information sources: text, data, job card, work instructions, risk assessments, method statements, operation manuals, and permits to work.
Back to Duty
K10: Principles and considerations for responding to incidents and emergencies.
Back to Duty
K11: Principles of using equipment and machinery.
Back to Duty
K12: Principles and methods of safe movement of traffic, goods, and pedestrians around the port.
Back to Duty
K13: The principles and techniques of pre-operational checks.
Back to Duty
K14: Environmental and sustainability regulations, standards, and guidance.
Back to Duty
K15: Impact of the sector on the environment and efficient use of resources.
Back to Duty
K16: Port waste management techniques including recycling, reuse, and safe disposal of waste.
Back to Duty
K17: Factors that delay the completion of planned work for example the impact of the weather, tides, and road traffic.
Back to Duty
K18: Limits of authority and escalation procedures.
Back to Duty
K19: Principles of equity, diversity, and inclusion in the workplace.
Back to Duty
K20: Information systems used to support port operations. General data protection regulation (GDPR). Cyber security.
Back to Duty
K21: Written communication techniques.
Back to Duty
K22: Verbal communication techniques.
Back to Duty
K23: Documentation: methods and requirements – electronic and paper.
Back to Duty
K24: Principles of team working and wellbeing.
Back to Duty
K25: Techniques of identifying and handling cargo.
Back to Duty
K26: Toolbox talks.
Back to Duty
K27: Classifications of cargo including dangerous goods, liquid bulk, dry bulk, break bulk, roll on; roll off, (roro), and containers.
Back to Duty
K28: Principles and techniques for loading, unloading, and storing of products including transport weight limits and loading distribution principles.
Back to Duty
K29: Loading, lift or stow plans.
Back to Duty
K30: Processes for identifying, recording, and reporting pre-existing damage and any new damage.
Back to Duty
K31: The principles and techniques of securing loads.
Back to Duty
K32: Principles and techniques of radio communication and hand signalling following associated legislation, regulations, and recognised standards such as The Health and Safety (Signs and Signals) Regulations and BS 7121.
Back to Duty
K33: Types of equipment or assistance for passengers to safely embark and disembark a vessel.
Back to Duty
K34: The security and safety risks posed when a passenger embarks and disembarks a vessel.
Back to Duty
K35: Principles and techniques of the operational activity associated with passenger vessels.
Back to Duty
K36: Procedures for managing damaged, lost, unclaimed, unlabelled, unaccompanied, or suspect baggage and items.
Back to Duty
K37: Techniques for handling baggage and other items taking into account the kind of baggage and items.
Back to Duty
K38: The principles of making safe and secure the quayside and the transit areas of a port for the passengers.
Back to Duty
K39: The impact of weather and tide considerations on passengers.
Back to Duty
K40: Customer service techniques including understanding diverse needs.
Back to Duty
S1: Follow port sector procedures in line with sector regulations and legislation.
Back to Duty
S2: Follow procedures in line with health and safety regulations, standards, and guidance.
Back to Duty
S3: Identify and report hazards and risks in the workplace. Take action to mitigate hazards and risk.
Back to Duty
S4: Comply with safe systems of work and apply control measures.
Back to Duty
S5: Identify hazardous goods.
Back to Duty
S6: Follow standard operating procedures (SOPs).
Back to Duty
S7: Comply with port security measures.
Back to Duty
S8: Follow instructions provided from information, for example, text, data, job card, work instructions, risk assessments, method statements, operation manuals, or permits to work.
Back to Duty
S9: Use equipment and machinery.
Back to Duty
S10: Follow procedures to ensure safe movement of traffic, goods, or pedestrians around the port.
Back to Duty
S11: Carry out pre-operational checks.
Back to Duty
S12: Comply with environmental and sustainability regulations, standards, and guidance.
Back to Duty
S13: Follow techniques for waste management across the port.
Back to Duty
S14: Escalate issues of concern.
Back to Duty
S15: Follow equity, diversity, and inclusion principles.
Back to Duty
S16: Use information systems. General data protection regulation (GDPR). Cyber security.
Back to Duty
S17: Communicate in writing with others for example, colleagues and stakeholders.
Back to Duty
S18: Communicate with others verbally for example, colleagues and stakeholders.
Back to Duty
S19: Record or enter information - paper based or electronic.
Back to Duty
S20: Apply team working and wellbeing principles.
Back to Duty
S21: Uses cargo handling techniques.
Back to Duty
S22: Use toolbox talks.
Back to Duty
S23: Classify cargo.
Back to Duty
S24: Load, unload, or store cargo.
Back to Duty
S25: Follow a loading, lift or stow plan.
Back to Duty
S26: Identify, record and report pre-existing damage or new damage.
Back to Duty
S27: Secures the load, for example to maintain the integrity of the cargo, or to prevent damage to the vessel.
Back to Duty
S28: Use techniques to coordinate planned cargo movements for example, hand signalling or radio communication.
Back to Duty
S29: Provide equipment or assistance for passengers to embark and disembark a vessel.
Back to Duty
S30: Follow procedures for secure passenger access.
Back to Duty
S31: Carry out operational tasks related to passenger vessels, such as loading and unloading commodities and products, assisting the vessel, its occupants and vessel staff.
Back to Duty
S32: Follow procedures for damaged, lost, unclaimed, unlabelled, unaccompanied, or suspect baggage.
Back to Duty
S33: Use techniques and equipment to handle baggage and items.
Back to Duty
S34: Complete site checks.
Back to Duty
S35: Take action to mitigate the risks to passengers where there are adverse weather conditions.
Back to Duty
S36: Identify customer needs and deliver a service to meet those needs, resolving queries or problems.
Back to Duty
B1: Prioritise health, and safety.
Back to Duty
B2: Considers the environment and sustainability.
Back to Duty
B3: Team-focus to meet work goals.
Back to Duty
B4: Supports an inclusive workplace.
Back to Duty
B5: Act in a professional manner.
Back to Duty
B6: Respond and adapt to work demands and situations.
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.
This document explains the requirements for end-point assessment (EPA) for the port operative apprenticeship. End-point assessment organisations (EPAOs) must follow this when designing and delivering the EPA.
Port operative apprentices, their employers and training providers should read this document.
This is a core and options apprenticeship. An apprentice must be trained and assessed against the core and one option. The options are:
A full-time port operative 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 work with the training provider to select an approved EPAO from the apprenticeship providers and assessment register (APAR).
This EPA has 3 assessment methods.
The grades available for each assessment method are below.
Assessment method 1 - multiple-choice test:
Assessment method 2 - observation with questions:
Assessment method 3 - interview underpinned by a portfolio of evidence:
The result from each assessment method is combined to decide the overall apprenticeship grade. The following grades are available for the apprenticeship:
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On-programme - typically 12 months
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The apprentice must:
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|---|---|
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End-point assessment gateway
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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. |
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End-point assessment - typically 3 months
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The grades available for each assessment method are below
Multiple-choice test:
Observation with questions:
Interview underpinned by a portfolio of evidence:
Overall EPA and apprenticeship can be graded:
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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 multiple-choice test, the apprentice answers questions in a controlled and invigilated environment. It gives the apprentice the opportunity to demonstrate the knowledge mapped to this assessment method.
This assessment method is being used because:
The multiple-choice test must be structured to give the apprentice the opportunity to demonstrate the knowledge mapped to this assessment method to the highest available grade.
The test can be computer or paper based.
The test will consist of 30 multiple-choice questions.
Multiple-choice questions must have four options, including one correct answer.
The apprentice must be given at least 2 weeks’ notice of the date and time of the test.
The apprentice must have 60 minutes to complete the test.
The test is closed book which means that the apprentice cannot refer to reference books or materials whilst taking the test.
The test must be taken in the presence of an invigilator who is the responsibility of the EPAO. The EPAO must have an invigilation policy setting out how the test must be conducted. It must state the ratio of apprentices to invigilators for the setting and allow the test to take place in a secure way.
The EPAO must verify the apprentice’s identity and ensure invigilation of the apprentice for example, with 360-degree cameras and screen sharing facilities.
The EPAO is responsible for the security of the test including the arrangements for on-line testing. The EPAO must ensure that their security arrangements maintain the validity and reliability of the test.
The test must be marked by an independent assessor or marker employed by the EPAO. They must follow a marking scheme produced by the EPAO. Marking by computer is allowed where question types support this.
A correct answer gets 1 mark.
Any incorrect or missing answers get zero marks.
The EPAO is responsible for overseeing the marking of the test.
The apprentice must take the test in a suitably controlled and invigilated environment that is a quiet room, free from distractions and influence. The EPAO must check the venue is suitable.
The test can take place remotely if the appropriate technology and systems are in place to prevent malpractice.
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 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 test:
The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation and moderation.
In the observation with questions, an independent assessor observes the apprentice in their workplace and asks questions. The apprentice completes their day-to-day duties under normal working conditions. Simulation is not allowed. It gives the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method.
This assessment method is being used because:
The observation 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 observation 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 the apprentice 2 weeks' notice of the observation with questions.
The observation must take 3 hours.
The independent assessor can increase the time of the observation 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 apprentice may choose to end any 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 any 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 any assessment early.
The observation with questions cannot be split, except for comfort breaks or to allow the apprentice to move from one location to another. Such breaks will not count towards the total observed 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 observation with questions before it starts. This does not count towards the assessment time.
The independent assessor should observe the apprentice completing the following during the observation:
These activities provide the apprentice with the opportunity to demonstrate the KSBs mapped to this assessment method.
The independent assessor must ask questions. Questioning can occur both during and after the observation.
The purpose of the questions is:
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. Follow-up questions are allowed where clarification is required.
The independent assessor must ask questions about KSBs that were not observed to gather assessment evidence. These questions are in addition to the above set number of questions for the observation with questions and should be kept to a minimum.
The independent assessor must make the grading decision. The independent assessor must assess the observation and responses to questions holistically when deciding the grade.
The independent assessor must keep accurate records of the assessment. They must record:
The observation with questions must take place in the apprentice’s normal place of work for example, their employer’s premises or a customer’s premises. Equipment and resources needed for the observation must be provided by the employer and be in good and safe working condition.
Questioning that occurs after the observation should take place in a suitable environment, for example 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 produce the following materials to support the observation with questions:
The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation and moderation.
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 apprentice may choose to end any 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 any 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 any assessment early.
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 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.
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Theme
KSBs
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Pass
Apprentices must demonstrate all of the pass descriptors
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|---|---|
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(Core) Health and safety, regulations, and legislation
K2 K7 S1 S2 S4 S6 S7 B1 |
Prioritises health and safety while complying with safe systems of work, use of PPE and following port sector procedures in compliance with health and safety regulations, standards and guidance. (K2, S1, S2, S4, B1) Follows standard operating procedures and complies with port security measures in compliance with company requirements. (K7, S6, S7) |
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(Core) Environment and sustainability
K16 S12 S13 B2 |
Considers the environment and sustainability when complying with environmental and sustainability regulations standards and guidance. (S12, B2) Follows techniques for waste management across the port in line with company requirements. (K16, S13) |
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(Core) Port activities
K11 K13 S9 S11 |
Uses equipment and machinery in line with operating instructions or manufacturers’ guidelines. (K11, S9) Carries out pre-operational checks in line with company policies and procedures. (K13, S11) |
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(Core) Communication
K9 K22 S8 S18 B5 |
Follows instructions provided to complete the activity in line with company requirements. (K9, S8) Communicates with others using verbal communication techniques to support task completion in a professional manner. (K22, S18, B5) |
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(Cargo operative) Working safely
K25 S21 |
Identifies and uses cargo handling techniques in line with company requirements and supplier instructions. (K25, S21) |
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(Cargo operative) Ways of working - cargo activities
K28 K29 K31 S24 S25 S27 |
Follows a loading, lift or stow plan, to load, unload or store cargo and secures the load, in line with company policies and procedures and supplier instructions. (K28, K29, K31, S24, S25, S27) |
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(Passenger, ferry and cruise operative) Working safely
K38 S34 |
Completes site checks ensuring that the quayside and the transit areas are safe and secure for the passengers in line with company requirements. (K38, S34) |
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(Passenger, ferry and cruise operative) Ways of working - passenger activities
K35 S30 S31 |
Follows procedures for secure passenger access and undertakes operational tasks relating to passenger vessels such as loading and unloading commodities and products and assisting the vessel occupants and staff, in line with company requirements. (K35, S30, S31) |
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(Passenger, ferry and cruise operative) Baggage handling
K37 S33 |
Uses techniques to handle baggage and items in line with company requirements. (K37, S33) |
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Theme
KSBs
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Pass
Apprentices must demonstrate all of the pass descriptors
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Distinction
Apprentices must demonstrate all of the pass descriptors and all of the distinction descriptors
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|---|---|---|
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(Core) Health and safety, regulations, legislation, policy, and procedures
K4 S3 S5 |
Describes how they identify, report and take action to mitigate hazards and risks in the workplace in line with company requirements. (K4, S3) Describes how they identify hazardous goods in line with regulations and company requirements. (S5) |
Explains the importance to themselves, others and the business of identifying and reporting hazards and risks in the workplace. (K4, S3) |
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(Core) Port activities
K10 K12 S10 B6 |
Explains the principles and considerations for responding to incidents and emergencies. (K10) Describes how they follow procedures to ensure the safe movement of traffic, goods or pedestrians around the port, responding and adapting to work demands or situations. (K12, S10, B6) |
Justifies the actions they have taken to ensure safe movement of traffic, goods or pedestrians around the port. (K12, S10) |
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(Core) Communication and digital information
K20 K21 K23 S16 S17 S19 |
Describes how they use information systems and comply with GDPR and cyber security to support work tasks. (K20, S16) Describes how they communicate with others using written techniques to support task completion. (K21, S17) Describes how they record or enter information for work tasks in line with company requirements. (K23, S19) |
Explains the importance of recording information and completing documentation correctly. (K23, S19) |
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(Core) Escalation and limitations
K18 S14 |
Describes their role, responsibilities and the limits of the role and how they escalate issues or concerns in line with company policy. (K18, S14) |
None. |
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(Core) Team working
K24 S20 B3 |
Describes how they have applied team working and wellbeing principles to meet work goals. (K24. S20, B3) |
None. |
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(Core) Equity, diversity, and inclusion (EDI)
K19 S15 B4 |
Describes how they apply equity, diversity and inclusion principles to support inclusion in the workplace, In line with company requirements. (K19, S15, B4) |
Explains the benefits to the business of supporting a diverse and inclusive culture. (K19, S15) |
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(Cargo operative) Ways of working - operational
K26 K27 K30 S22 S23 S26 |
Describes how they use toolbox talks in line with company expectations. (K26, S22) Describes how they classify types of cargo, including dangerous goods, liquid bulk, dry bulk, break bulk, roll on; roll off, (roro), and containers. (K27, S23) Describes the processes they use to identify, record and report pre -existing and new damage to cargo in line with company requirements. (K30, S26) |
Explains the advantages of toolbox talks and the impact that they give to the working environment (K26, S22) Explains why it is important to the organisation to identify and record pre-existing damage. (K30, S26)
|
|
(Cargo operative) Ways of working - communication
K32 S28 |
Describes how they have used techniques to coordinate planned cargo movements, for example hand signalling or radio communications, following associated regulations, legislation and recognised standards. (K32, S28) |
None. |
|
(Passenger, ferry and cruise operative) Ways of working - operational
K33 K34 K36 K39 S29 S32 S35 |
Describes when they have provided equipment or assistance to passengers to embark and disembark a vessel in line with company requirements. (K33, S29) Describes the security and safety risks posed when a passenger embarks and disembarks a vessel in line with company requirements. (K34) Describes how they manage damaged, lost, unclaimed, unlabelled, unaccompanied or suspect baggage and items in line with company requirements. (K36, S32) Explains the actions they take to mitigate the risk to passengers when there are adverse weather conditions, in line with company requirements. (K39, S35)
|
Justifies the actions they took to provide equipment or assistance to passengers to embark and disembark a vessel. (K33, S29) Justifies the actions they have taken to manage damaged, lost, unclaimed, unlabelled, unaccompanied or suspect baggage and items. (K36, S32)
|
|
(Passenger, ferry and cruise operative) Customer needs
K40 S36 |
Describes how they have identified the needs of a customer and delivered a service to meet those needs resolving queries or problems, in line with company requirements. (K40, S36) |
None. |
| Grade | Minimum marks required | Maximum marks required |
|---|---|---|
| Fail | 0 | 20 |
| Pass | 21 | 25 |
| Distinction | 26 | 30 |
Performance in the EPA determines the overall grade of:
An independent assessor must individually grade the observation with questions and the interview underpinned by a portfolio of evidence 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 distinction in the multiple-choice test, a pass in the observation 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.
| Multiple-choice test | Observation with questions | Interview underpinned by a portfolio of evidence | Overall Grading |
|---|---|---|---|
| Fail | Any grade | Any grade | Fail |
| Any grade | Fail | Any grade | Fail |
| Any grade | Any grade | Fail | Fail |
| Pass | Pass | Pass | Pass |
| Pass | Pass | Distinction | Pass |
| Distinction | Pass | Pass | Pass |
| Distinction | Pass | Distinction | 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:
|
|
Invigilator |
As a minimum, the invigilator 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: Core.
Regulations and legislation that impact the port sector. Back to Grading |
Multiple-choice test |
|
K2: Core.
Health and safety regulations, standards, and guidance and impact on role and its safe operation. Use of personal protective equipment (PPE). Back to Grading |
Observation with questions |
|
K3: Core.
Hazards and risks that occur in the workplace. Back to Grading |
Multiple-choice test |
|
K4: Core.
Methods to promote safe working including, risk assessments, method statements, control measures and safe systems of work. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K5: Core.
Importance of compliance with regulations and legislation. Back to Grading |
Multiple-choice test |
|
K6: Core.
Associated regulations and legislation relating to control of substances hazardous to health. (COSHH) and the international maritime dangerous goods (IMDG) code. Back to Grading |
Multiple-choice test |
|
K7: Core.
Policies, procedures and working practices. Back to Grading |
Observation with questions |
|
K8: Core.
Port security and the security levels that are associated with the port industry. Back to Grading |
Multiple-choice test |
|
K9: Core.
Information sources: text, data, job card, work instructions, risk assessments, method statements, operation manuals, and permits to work. Back to Grading |
Observation with questions |
|
K10: Core.
Principles and considerations for responding to incidents and emergencies. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K11: Core.
Principles of using equipment and machinery. Back to Grading |
Observation with questions |
|
K12: Core.
Principles and methods of safe movement of traffic, goods, and pedestrians around the port. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K13: Core.
The principles and techniques of pre-operational checks. Back to Grading |
Observation with questions |
|
K14: Core.
Environmental and sustainability regulations, standards, and guidance. Back to Grading |
Multiple-choice test |
|
K15: Core.
Impact of the sector on the environment and efficient use of resources. Back to Grading |
Multiple-choice test |
|
K16: Core.
Port waste management techniques including recycling, reuse, and safe disposal of waste. Back to Grading |
Observation with questions |
|
K17: Core.
Factors that delay the completion of planned work for example the impact of the weather, tides, and road traffic. Back to Grading |
Multiple-choice test |
|
K18: Core.
Limits of authority and escalation procedures. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K19: Core.
Principles of equity, diversity, and inclusion in the workplace. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K20: Core.
Information systems used to support port operations. General data protection regulation (GDPR). Cyber security. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K21: Core.
Written communication techniques. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K22: Core.
Verbal communication techniques. Back to Grading |
Observation with questions |
|
K23: Core.
Documentation: methods and requirements – electronic and paper. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K24: Core.
Principles of team working and wellbeing. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K25: Cargo operative.
Techniques of identifying and handling cargo. Back to Grading |
Observation with questions |
|
K26: Cargo operative.
Toolbox talks. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K27: Cargo operative.
Classifications of cargo including dangerous goods, liquid bulk, dry bulk, break bulk, roll on; roll off, (roro), and containers. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K28: Cargo operative.
Principles and techniques for loading, unloading, and storing of products including transport weight limits and loading distribution principles. Back to Grading |
Observation with questions |
|
K29: Cargo operative.
Loading, lift or stow plans. Back to Grading |
Observation with questions |
|
K30: Cargo operative.
Processes for identifying, recording, and reporting pre-existing damage and any new damage. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K31: Cargo operative.
The principles and techniques of securing loads. Back to Grading |
Observation with questions |
|
K32: Cargo operative.
Principles and techniques of radio communication and hand signalling following associated legislation, regulations, and recognised standards such as The Health and Safety (Signs and Signals) Regulations and BS 7121. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K33: Passenger, ferry and cruise operative.
Types of equipment or assistance for passengers to safely embark and disembark a vessel. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K34: Passenger, ferry and cruise operative.
The security and safety risks posed when a passenger embarks and disembarks a vessel. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K35: Passenger, ferry and cruise operative.
Principles and techniques of the operational activity associated with passenger vessels. Back to Grading |
Observation with questions |
|
K36: Passenger, ferry and cruise operative.
Procedures for managing damaged, lost, unclaimed, unlabelled, unaccompanied, or suspect baggage and items. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K37: Passenger, ferry and cruise operative.
Techniques for handling baggage and other items taking into account the kind of baggage and items. Back to Grading |
Observation with questions |
|
K38: Passenger, ferry and cruise operative.
The principles of making safe and secure the quayside and the transit areas of a port for the passengers. Back to Grading |
Observation with questions |
|
K39: Passenger, ferry and cruise operative.
The impact of weather and tide considerations on passengers. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
K40: Passenger, ferry and cruise operative.
Customer service techniques including understanding diverse needs. Back to Grading |
Interview underpinned by a portfolio of evidence |
| Skill | Assessment methods |
|---|---|
|
S1: Core.
Follow port sector procedures in line with sector regulations and legislation. Back to Grading |
Observation with questions |
|
S2: Core.
Follow procedures in line with health and safety regulations, standards, and guidance. Back to Grading |
Observation with questions |
|
S3: Core.
Identify and report hazards and risks in the workplace. Take action to mitigate hazards and risk. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S4: Core.
Comply with safe systems of work and apply control measures. Back to Grading |
Observation with questions |
|
S5: Core.
Identify hazardous goods. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S6: Core.
Follow standard operating procedures (SOPs). Back to Grading |
Observation with questions |
|
S7: Core.
Comply with port security measures. Back to Grading |
Observation with questions |
|
S8: Core.
Follow instructions provided from information, for example, text, data, job card, work instructions, risk assessments, method statements, operation manuals, or permits to work. Back to Grading |
Observation with questions |
|
S9: Core.
Use equipment and machinery. Back to Grading |
Observation with questions |
|
S10: Core.
Follow procedures to ensure safe movement of traffic, goods, or pedestrians around the port. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S11: Core.
Carry out pre-operational checks. Back to Grading |
Observation with questions |
|
S12: Core.
Comply with environmental and sustainability regulations, standards, and guidance. Back to Grading |
Observation with questions |
|
S13: Core.
Follow techniques for waste management across the port. Back to Grading |
Observation with questions |
|
S14: Core.
Escalate issues of concern. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S15: Core.
Follow equity, diversity, and inclusion principles. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S16: Core.
Use information systems. General data protection regulation (GDPR). Cyber security. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S17: Core.
Communicate in writing with others for example, colleagues and stakeholders. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S18: Core.
Communicate with others verbally for example, colleagues and stakeholders. Back to Grading |
Observation with questions |
|
S19: Core.
Record or enter information - paper based or electronic. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S20: Core.
Apply team working and wellbeing principles. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S21: Cargo operative.
Uses cargo handling techniques. Back to Grading |
Observation with questions |
|
S22: Cargo operative.
Use toolbox talks. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S23: Cargo operative.
Classify cargo. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S24: Cargo operative.
Load, unload, or store cargo. Back to Grading |
Observation with questions |
|
S25: Cargo operative.
Follow a loading, lift or stow plan. Back to Grading |
Observation with questions |
|
S26: Cargo operative.
Identify, record and report pre-existing damage or new damage. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S27: Cargo operative.
Secures the load, for example to maintain the integrity of the cargo, or to prevent damage to the vessel. Back to Grading |
Observation with questions |
|
S28: Cargo operative.
Use techniques to coordinate planned cargo movements for example, hand signalling or radio communication. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S29: Passenger, ferry and cruise operative.
Provide equipment or assistance for passengers to embark and disembark a vessel. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S30: Passenger, ferry and cruise operative.
Follow procedures for secure passenger access. Back to Grading |
Observation with questions |
|
S31: Passenger, ferry and cruise operative.
Carry out operational tasks related to passenger vessels, such as loading and unloading commodities and products, assisting the vessel, its occupants and vessel staff. Back to Grading |
Observation with questions |
|
S32: Passenger, ferry and cruise operative.
Follow procedures for damaged, lost, unclaimed, unlabelled, unaccompanied, or suspect baggage. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S33: Passenger, ferry and cruise operative.
Use techniques and equipment to handle baggage and items. Back to Grading |
Observation with questions |
|
S34: Passenger, ferry and cruise operative.
Complete site checks. Back to Grading |
Observation with questions |
|
S35: Passenger, ferry and cruise operative.
Take action to mitigate the risks to passengers where there are adverse weather conditions. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
S36: Passenger, ferry and cruise operative.
Identify customer needs and deliver a service to meet those needs, resolving queries or problems. Back to Grading |
Interview underpinned by a portfolio of evidence |
| Behaviour | Assessment methods |
|---|---|
|
B1: Core.
Prioritise health, and safety. Back to Grading |
Observation with questions |
|
B2: Core.
Considers the environment and sustainability. Back to Grading |
Observation with questions |
|
B3: Core.
Team-focus to meet work goals. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
B4: Core.
Supports an inclusive workplace. Back to Grading |
Interview underpinned by a portfolio of evidence |
|
B5: Core.
Act in a professional manner. Back to Grading |
Observation with questions |
|
B6: Core.
Respond and adapt to work demands and situations. Back to Grading |
Interview underpinned by a portfolio of evidence |
| KSBS GROUPED BY THEME | Knowledge | Skills | Behaviour |
|---|---|---|---|
|
(Core) Health and safety, regulations, and legislation
K2 K7 S1 S2 S4 S6 S7 B1 |
Health and safety regulations, standards, and guidance and impact on role and its safe operation. Use of personal protective equipment (PPE). (K2) Policies, procedures and working practices. (K7) |
Follow port sector procedures in line with sector regulations and legislation. (S1) Follow procedures in line with health and safety regulations, standards, and guidance. (S2) Comply with safe systems of work and apply control measures. (S4) Follow standard operating procedures (SOPs). (S6) Comply with port security measures. (S7) |
Prioritise health, and safety. (B1) |
|
(Core) Environment and sustainability
K16 S12 S13 B2 |
Port waste management techniques including recycling, reuse, and safe disposal of waste. (K16) |
Comply with environmental and sustainability regulations, standards, and guidance. (S12) Follow techniques for waste management across the port. (S13) |
Considers the environment and sustainability. (B2) |
|
(Core) Port activities
K11 K13 S9 S11 |
Principles of using equipment and machinery. (K11) The principles and techniques of pre-operational checks. (K13) |
Use equipment and machinery. (S9) Carry out pre-operational checks. (S11) |
None |
|
(Core) Communication
K9 K22 S8 S18 B5 |
Information sources: text, data, job card, work instructions, risk assessments, method statements, operation manuals, and permits to work. (K9) Verbal communication techniques. (K22) |
Follow instructions provided from information, for example, text, data, job card, work instructions, risk assessments, method statements, operation manuals, or permits to work. (S8) Communicate with others verbally for example, colleagues and stakeholders. (S18) |
Act in a professional manner. (B5) |
|
(Cargo operative) Working safely
K25 S21 |
Techniques of identifying and handling cargo. (K25) |
Uses cargo handling techniques. (S21) |
None |
|
(Cargo operative) Ways of working - cargo activities
K28 K29 K31 S24 S25 S27 |
Principles and techniques for loading, unloading, and storing of products including transport weight limits and loading distribution principles. (K28) Loading, lift or stow plans. (K29) The principles and techniques of securing loads. (K31) |
Load, unload, or store cargo. (S24) Follow a loading, lift or stow plan. (S25) Secures the load, for example to maintain the integrity of the cargo, or to prevent damage to the vessel. (S27) |
None |
|
(Passenger, ferry and cruise operative) Working safely
K38 S34 |
The principles of making safe and secure the quayside and the transit areas of a port for the passengers. (K38) |
Complete site checks. (S34) |
None |
|
(Passenger, ferry and cruise operative) Ways of working - passenger activities
K35 S30 S31 |
Principles and techniques of the operational activity associated with passenger vessels. (K35) |
Follow procedures for secure passenger access. (S30) Carry out operational tasks related to passenger vessels, such as loading and unloading commodities and products, assisting the vessel, its occupants and vessel staff. (S31) |
None |
|
(Passenger, ferry and cruise operative) Baggage handling
K37 S33 |
Techniques for handling baggage and other items taking into account the kind of baggage and items. (K37) |
Use techniques and equipment to handle baggage and items. (S33) |
None |
| KSBS GROUPED BY THEME | Knowledge | Skills | Behaviour |
|---|---|---|---|
|
(Core) Health and safety, regulations, legislation, policy, and procedures
K4 S3 S5 |
Methods to promote safe working including, risk assessments, method statements, control measures and safe systems of work. (K4) |
Identify and report hazards and risks in the workplace. Take action to mitigate hazards and risk. (S3) Identify hazardous goods. (S5) |
None |
|
(Core) Port activities
K10 K12 S10 B6 |
Principles and considerations for responding to incidents and emergencies. (K10) Principles and methods of safe movement of traffic, goods, and pedestrians around the port. (K12) |
Follow procedures to ensure safe movement of traffic, goods, or pedestrians around the port. (S10) |
Respond and adapt to work demands and situations. (B6) |
|
(Core) Communication and digital information
K20 K21 K23 S16 S17 S19 |
Information systems used to support port operations. General data protection regulation (GDPR). Cyber security. (K20) Written communication techniques. (K21) Documentation: methods and requirements – electronic and paper. (K23) |
Use information systems. General data protection regulation (GDPR). Cyber security. (S16) Communicate in writing with others for example, colleagues and stakeholders. (S17) Record or enter information - paper based or electronic. (S19) |
None |
|
(Core) Escalation and limitations
K18 S14 |
Limits of authority and escalation procedures. (K18) |
Escalate issues of concern. (S14) |
None |
|
(Core) Team working
K24 S20 B3 |
Principles of team working and wellbeing. (K24) |
Apply team working and wellbeing principles. (S20) |
Team-focus to meet work goals. (B3) |
|
(Core) Equity, diversity, and inclusion (EDI)
K19 S15 B4 |
Principles of equity, diversity, and inclusion in the workplace. (K19) |
Follow equity, diversity, and inclusion principles. (S15) |
Supports an inclusive workplace. (B4) |
|
(Cargo operative) Ways of working - operational
K26 K27 K30 S22 S23 S26 |
Toolbox talks. (K26) Classifications of cargo including dangerous goods, liquid bulk, dry bulk, break bulk, roll on; roll off, (roro), and containers. (K27) Processes for identifying, recording, and reporting pre-existing damage and any new damage. (K30) |
Use toolbox talks. (S22) Classify cargo. (S23) Identify, record and report pre-existing damage or new damage. (S26) |
None |
|
(Cargo operative) Ways of working - communication
K32 S28 |
Principles and techniques of radio communication and hand signalling following associated legislation, regulations, and recognised standards such as The Health and Safety (Signs and Signals) Regulations and BS 7121. (K32) |
Use techniques to coordinate planned cargo movements for example, hand signalling or radio communication. (S28) |
None |
|
(Passenger, ferry and cruise operative) Ways of working - operational
K33 K34 K36 K39 S29 S32 S35 |
Types of equipment or assistance for passengers to safely embark and disembark a vessel. (K33) The security and safety risks posed when a passenger embarks and disembarks a vessel. (K34) Procedures for managing damaged, lost, unclaimed, unlabelled, unaccompanied, or suspect baggage and items. (K36) The impact of weather and tide considerations on passengers. (K39) |
Provide equipment or assistance for passengers to embark and disembark a vessel. (S29) Follow procedures for damaged, lost, unclaimed, unlabelled, unaccompanied, or suspect baggage. (S32) Take action to mitigate the risks to passengers where there are adverse weather conditions. (S35) |
None |
|
(Passenger, ferry and cruise operative) Customer needs
K40 S36 |
Customer service techniques including understanding diverse needs. (K40) |
Identify customer needs and deliver a service to meet those needs, resolving queries or problems. (S36) |
None |
| Version | Change detail | Earliest start date | Latest start date | Latest end date |
|---|---|---|---|---|
| Revised version awaiting implementation | revision preview | Not set | Not set | Not set |
| 1.0 | Approved for delivery | 24/09/2018 | Not set | Not set |
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