Qualification Snapshot – CIH Level 3 Certificate in ...practice-online.cih.org/resources/PDF/Qualification pdfs/QSnap-CIH L… · CIH Level 3 Certificate in Telecare Services (QCF)

© CIH 2013 Page 1

Qualification Snapshot – CIH Level 3 Certificate in Telecare Services (QCF)

The Chartered Institute of Housing

(CIH) is an awarding organisation for

national qualifications at levels 2, 3

and 4.

CIH is the leading awarding

organisation for housing

qualifications and we are dedicated

to providing the highest quality,

relevant and up-to-date qualifications

for everyone in housing.

Equipping your housing

professionals with key skills and

expert knowledge, with an accredited

qualification from CIH, will drive

improvement and add value enabling

your organisation to compete more

effectively.

The qualification is an introductory

vocationally related qualification for

the housing sector, which is broadly

equivalent / comparable in standard

to an A-level or NVQ Level 3.

The

qualification

is

supported

by Asset

Skills, the

Sector

Skills Council for Housing.

The qualification reference number is

600/0555/5

Regulation start date: 26 Jan 11

Qualification review date: 31 Sep 15

THE QUALIFICATION AIMS TO…

…develop skills and knowledge

of those employed in providing a

telecare service,

provide a specialist level 3

qualification for the Telecare

Services Association sector.

and prepare learners for further

study in housing related

qualifications at level 3 and 4.

THE QUALIFICATION IS SUITABLE FOR LEARNERS…

…aged over 19,

working or resident in the UK and

Ireland,

who already work in the telecare

service sector who want to

develop further,

who already have a level 2

qualification and/or experience of

working in housing.

9/1/2013 CIH Awarding Organisation © CIH 2013


© CIH 2013 Page 2

QUALIFICATION RULES OF COMBINATION

Qualification title: CIH Level 3 Certificate in Telecare Services (QCF)

Credit value: 16

Minimum credit to be achieved at or above the level of the qualification: 16

Learners must achieve a minimum of 16 credits in order to be awarded the

qualification. All units are mandatory.

The recommended guided learning hours for the qualification are 126. It may be

delivered in more or fewer hours according to the centres approval to deliver the

qualification.

The qualification is graded on the basis of Pass / Refer / Fail only. The

qualification is not eligible for an aegrotat award.

THE QUALIFICATION CONTAINS THE FOLLOWING MANDATORY UNITS,

16 CREDITS MUST BE ACHIEVED FROM THIS GROUP:

UNIT TITLE CREDITS LEVEL PAGE

Call Handling for Telecare Services Operators

Unit number F/602/3873

3 3 3

Handling Telecare Customer Data Safely and

Securely

Unit number D/602/3900

3 3 5

Professional Practice Skills for Housing

Unit number Y/505/5928

Externally set assessment

4 3 7

Providing Telecare Services

Unit number D/602/4321

3 3 9

The Context of Telecare Services Provision

Unit number T/602/4339

3 3 11


© CIH 2013 Page 3

THE UNITS

CIH AWARDING ORGANISATION UNIT HP304

Title Call Handling for Telecare Services Operators

Level 3

Credit Value 3

Unit Ref Num. F/602/3873

Learning outcomes Assessment criteria

1. Know the skills needed

to provide telecare

services.

1.1. Describe the skills needed for call handling

and responding to the needs of customers.

1.2. Explain how supportive relationships are

developed and maintained with telecare

customers.

2. Understand how to

respond to the diverse

needs of telecare

customers.

2.1. Describe the range of support responses

available to customers.

2.2. Evaluate responses to the communication

needs of telecare customers.

2.3. Explain strategies for dealing with

challenging customers e.g. Those who are

aggressive, abusive, intoxicated, distressed

or confused.

3. Understand

organisational

procedures for

responding to telecare

customers in an

emergency.

3.1. Explain procedures for the prioritisation of

telecare calls.

3.2. Evaluate procedures for responding to

emergencies.

3.3. Explain arrangements for emergency

access to premises.

Additional information about the unit

Unit purpose and aim(s) This unit considers call handling skills and

procedures. This will include how to respond to

the diverse needs of customers and procedures

for responding in an emergency.

Unit expiry date 31/08/2015


© CIH 2013 Page 4

Title Call Handling for Telecare Services Operators

Level 3

Details of the relationship

between the unit and the

relevant national occupational

standards or other

professional standards or

curricula

Asset Skills 2008 Housing NOS Level 3

H3 15 Deal with customers by telephone

Assessment requirements or

guidance specified by a sector

or regulatory body

None

Support for the unit from a

sector skills council or other

appropriate body

Support from Asset Skills

Location of the unit within the

subject/sector classification

system

01.4 Public Services

Unit guided learning hours 24

Exemption from the credit

achievement requirements for

the unit may be claimed on

the basis of the following NQF

Unit

Skills for the call and control centre operator –

NQF accreditation number T/501/8224


© CIH 2013 Page 5


Title Handling Telecare Customer Data Safely and Securely

Level 3

Credit Value 3

Unit Ref Num. D/602/3900


1. Understand the role of data

protection in the provision of

telecare services to

customers.

1.1. Explain how confidentiality, privacy

and sensitive handling of personal

information help build and maintain

relationships of trust with customers.

1.2. Summarise potential risks to

customer data safety and security.

1.3. Identify situations in which disclosure

of personal data might be justified.

1.4. Explain organisational procedures

and/or protocols for data sharing with

partner agencies.

2. Know legislation and

organisational policies

relevant to data protection

and access to personal

information.

2.1. Describe the key provisions and

principles of data protection

legislation including the use of CCTV.

2.2. Explain an organisation’s system for

ensuring subject access requests are

recorded and responded to.

3. Know organisational policy

and procedures in relation to

data security.

3.1. Identify measures taken by

organisations to prevent

unauthorised access to customer

data.

3.2. Explain procedures for archiving and

safe disposal of records/customer

data.



© CIH 2013 Page 6

Title Handling Telecare Customer Data Safely and Securely

Level 3

Unit purpose and aim(s) This unit develops understanding of the

importance of data protection in the

provision of services to customers. It also

develops knowledge of relevant legislation

and organisational policies and

procedures.


Details of the relationship between

the unit and the relevant national

occupational standards or other

professional standards or curricula


H3 01 Promote safe, ethical and

sustainable practice in your area of

responsibility


H4 19 Maintain and manage records and

reports

Assessment requirements or

guidance specified by a sector or

regulatory body

None

Support for the unit from a sector

skills council or other appropriate

body


Location of the unit within the

subject/sector classification system



Exemptions None


© CIH 2013 Page 7

CIH AWARDING ORGANISATION UNIT HP3M4

Title Professional Practice Skills for Housing

Level 3

Credit Value 4

Unit Ref Num. Y/505/5928


1. Understand the key

skills required for the

housing professional.

1.1. Identify and evaluate a range of key skills

required for the housing professional.

1.2. Explain what ‘professionalism’ means in a

housing context.

2. Be able to assess own

professional

performance.

2.1. Explain the concept of ‘reflective practice’.

2.2. Reflect on own professional practice skills.

2.3. Evaluate the role of feedback in improving

performance.

3. Be able to manage own

professional

development.

3.1. Describe their working experience in

housing.

3.2. Plan own training and professional

development to meet current and future

challenges.

3.3. Develop a professional development plan.


Unit purpose and aim(s) The unit aims to develop a learners understanding

of what it means to be a housing professional, to

understand and use reflective practice and to

develop a personal professional development

plan.

Details of the relationship

between the unit and the

relevant national

occupational standards

or other professional

standards or curricula


H3 02 Manage your own resources and

professional development


© CIH 2013 Page 8

Title Professional Practice Skills for Housing

Level 3

Assessment

requirements or guidance

specified by a sector or

regulatory body

The assessment for the unit is externally set by

CIH Awarding Organisation and must be used by

centres to assess learners undertaking the

qualification.

Support for the unit from

a sector skills council or

other appropriate body

Support sought from Asset Skills

Location of the unit within

the subject/sector

classification system

01.4 Public services

Unit available from

Unit guided learning

hours

30

Exemption from the

credit achievement

requirements for the unit

may be claimed on the

basis of the following

units:

Professional Practice Skills for Housing –

D/501/3373

Professional Practice Skills for Housing –

R/602/3019


© CIH 2013 Page 9


Title Providing Telecare Services

Level 3

Credit Value 3

Unit Ref Num. D/602/4321


1. Understand the key operational requirements for a telecare services centre.

1.1. Describe the key operational requirements for a telecare centre e.g. environmental, design, technology, data protection.

1.2. Explain the process for providing a telecare service to individuals.

2. Understand the function of a range of telecare equipment monitored by telecare services centres.

2.1. Summarise a range of telecare equipment which may be monitored by the telecare services centre.

2.2. Explain the function of telecare equipment in supporting individuals.

3. Know why and how quality and performance of a telecare service is monitored and measured.

3.1. Summarise Codes of Practice and standards for telecare services.

3.2. Describe measures used to monitor performance and improve standards.


Unit purpose and aim(s) This unit looks at the key operational requirements for a telecare service and the process involved in the provision of telecare equipment to individuals. It also considers how quality and performance is measured and monitored to improve service standards.


Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula


H3 01 Promote safe, ethical and sustainable practice in your area of responsibility.

H3 15 Deal with customers by telephone

H3 19 Develop and sustain partnership working agreements

Assessment requirements or guidance specified by a sector or regulatory body

None


© CIH 2013 Page 10

Title Providing Telecare Services

Level 3

Support for the unit from a sector skills council or other appropriate body


Location of the unit within the subject/sector classification system



Exemptions None


© CIH 2013 Page 11


Title The Context of Telecare Services Provision

Level 3

Credit Value 3

Unit Ref Num. T/602/4339


1. Understand the key factors influencing the development of telecare services.

1.1. Summarise the range of services provided by telecare services.

1.2. Explain the key factors influencing the development of telecare services.

2. Understand the business context in which telecare services operate.

2.1. Explain how telecare services are funded.

2.2. Describe the contractual relationships with customers.

2.3. Evaluate methods for raising awareness of services and business development.

3. Understand the role of partnership working in the provision of telecare services.

3.1. Explain the role of partnership working for telecare services.

3.2. Identify key partners in providing telecare services.

3.3. Describe good practice in partnership working and justify your choices.


Unit purpose and aim(s) This unit will provide the learner with knowledge and understanding of the context in which telecare services are delivered, the business context and the role of partnership working in providing telecare services.


Details of the relationship between the unit and the relevant national occupational standards or other professional standards or curricula


H3 03 Develop relationships with others to improve customer service in housing

H3 19 Develop and sustain partnership working arrangements

Assessment requirements or guidance specified by a sector or regulatory body

None


© CIH 2013 Page 12

Title The Context of Telecare Services Provision

Level 3

Support for the unit from a sector skills council or other appropriate body


Location of the unit within the subject/sector classification system


Unit guided learning hours 24 hours

Exemptions None

Qualification Snapshot – CIH Level 3 Certificate in ...practice-online.cih.org/resources/PDF/Qualification pdfs/QSnap-CIH L… · CIH Level 3 Certificate in Telecare Services (QCF)

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