Centre Handbook
February 2015
Contents
1
Introduction
4
2
Becoming an approved VTCT centre
4
3
Approved centre information
4
4
3.1 Centre agreement and centre certificates
4
3.2 Direct claim status
4
3.3 Approval for additional qualifications
5
3.4 Continued VTCT approval
5
3.5 Changing address
5
3.6 Approved centre criteria and guidance
6
3.7 External quality assurance visits
6
3.8 Spot check visits
6
3.9 Marketing requirements and use of logos
6
Centres in Scotland
6
4.1 Centres in Scotland
6
4.2 10 week rule
6
4.3 SQA monitoring visits
6
5
International centres
7
6
Records and retention requirements
7
7
Finance and invoicing
7
7.1 Invoicing policy
7
7.2 Minimum spend requirements
8
8
Cancelled centre visits
8
9
Sanctions policy
8
10
Withdrawal of approval
8
11
Quality assurance process
9
12
11.1 Assessor, IQA and EQA requirements
9
11.2 General applied qualifications
9
11.3 Internal quality assurance processes
9
11.4 External quality assurance processes
10
Sampling strategy
Centre Handbook – February 2015
10
Page 2
13
14
15
Malpractice and maladministration
10
13.1 Scope and definitions
10
13.2 Reporting maladministration
11
13.3 Dealing with malpractice
11
13.4 Reporting malpractice
12
13.5 Invalidating certificates
12
13.6 Checklist
13
13.7 Whistleblowing
14
13.8 Event Notification
15
Sector specific requirements
15
14.1 Hairdressing and Beauty Therapy – realistic working environments
15
14.2 First Aid – certificate claims
17
Occupational expertise requirements
17
15.1 Introduction
17
15.2 Centre requirements
17
15.3 Sector specific CPD requirements
18
16
Enquiries and appeals procedures
18
17
Complaints
19
18
17.1 VTCT complaints policy & procedure
19
17.2 Centre complaints procedure
19
Linx2 Systems
19
18.1 Access and logins
19
18.2 Linx2Online – learner management
19
18.3 Linx2Achieve – assessment and e-testing
19
18.4 Linx2Product – order assessment books
20
18.5 Linx2Record – e-portfolio
20
18.6 Linx2Exchange – general resources
20
18.7 Linx2Learn – learning resources
20
18.8 Linx2Learn – e-learning resources
20
19
Registration and certification requirements
21
20
RPL, exemption and equivalence
21
21
Glossary
21
Centre Handbook – February 2015
Page 3
1
Introduction
The Centre Handbook provides centres with helpful information and explains VTCT’s
requirements, therefore, we recommend that centre staff familiarise themselves with the
contents. VTCT may also add additional requirements during the currency of this edition of
the Centre Handbook and these will be notified to all approved centres by VTCT Bulletins.
The Centre Handbook is available on the VTCT website.
2
Becoming an approved VTCT centre
Centres wishing to offer VTCT qualifications need to go through a formal approval process.
Any application to become a VTCT approved centre must detail the systems, resources and
quality assurance arrangements for the delivery of the proposed qualifications.
Centres can apply to offer a range of qualifications, but must state on their application the
sectors and qualifications for which they are seeking approval. The appropriate VTCT forms
must be used to make an application to become a VTCT centre. The application forms and
guidance can be found on the VTCT website and all associated service fees are published
in the VTCT Qualification Catalogue. For more information on becoming a centre please
see the VTCT webpage “Become a VTCT Centre”.
Desktop approval
A centre’s application for desktop approval will be accepted when a centre is able to
provide evidence that it is already approved to offer the same/similar qualifications with
another awarding organisation. Desktop approval will not require a recognition visit and a
reduced desktop approval fee will be charged as published in the current VTCT
Qualification Catalogue. The condition of desktop approval is that VTCT will process
registrations with immediate effect, but VTCT is unable to accept certification claims until a
positive external quality assurance visit has been completed.
3
Approved centre information
3.1 Centre agreement and centre certificates
When a centre has been approved by VTCT, a Centre Agreement (contract) will be issued
that is valid for 3 years. On the return of the signed Centre Agreement, an approval
certificate will be issued to the centre. Newly approved centres will be issued a centre
certificate dated from their approval to the 31st December of the year issued. Renewed
centre certificates will be issued each January with an approval certificate effective for the
calendar year. Approval is subject to continuous review and approval status may be
changed or withdrawn at any time where centre approval criteria are not met.
3.2 Direct claim status
Direct claims status will be applied to a centre where the IQA processes are robust and
effective. Direct claim status will enable a centre’s certificate claims to be processed without
needing to be authorised by an EQA, however claims will be subject to spot checks and an
EQA may follow up on these checks at any EQA visit.
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New centres are required to undergo two consecutive satisfactory EQA visits before direct
claims can be considered. Where a centre is transferring from another awarding
organisation and has direct claims with the awarding organisation, direct claim status can
be considered after the first EQA visit provided that the centre’s IQA process is robust and
effective.
Centres are required to retain all learner portfolios for the EQA to sample during the next
external quality assurance visit following any direct claims made.
3.3 Approval for additional qualifications
VTCT supports centres that wish to expand their provision of approved qualifications. The
guidance below provides steps to add another qualification to a centre’s approved
provision. To accelerate the process, the centre should include VTCT product codes as
listed in the Qualification Catalogue when requesting approval for any new qualifications.
(i)
Qualifications within approved sectors
To request to add a qualification to the centre’s approved provision, the centre needs
to send the request to their allocated EQA or to recognition@vtct.org.uk. The request
will be reviewed and if necessary copies of staff qualification certificates will need to
be seen before approval can be given; copies of certificates can be sent to the EQA or
checked during the next EQA visit. VTCT will confirm when a qualification has been
added.
(ii)
Qualifications outside of approved sectors
When the centre wants to add a new qualification that does not fall into their current
approved sectors, the centre will need to complete an application form for an
additional sector. Approval for an additional sector will be charged in accordance with
the published service fees in the Qualification Catalogue.
3.4 Continued VTCT approval
A centre which has been approved for the delivery and assessment of qualifications, but
has not registered learners with VTCT for a qualification within six months of approval or for
any twelve month period thereafter, will have their approval status withdrawn. There may be
valid circumstances, planned or unplanned, that delay registration of learners. If this is the
case centres should contact the Quality Assurance Department (recognition@vtct.org.uk)
who can extend these periods.
Reinstatement of a centre’s approval status will require the approval process to be
undertaken. An application for reapproval will need to be completed and a further
recognition visit may be required. Service fees for reapproval are stated in the current
Qualification Catalogue.
3.5 Changing address
VTCT approves centres to deliver qualifications from their approved sites, VTCT
understands that that centres will change address to adapt to the needs of the centre.
Where a centre changes address or is planning to change address, VTCT must be notified.
VTCT will update addresses to ensure that all post and documents are sent to correct
address and not misplaced; however the centre will be suspended from making certification
claims until a recognition visit has been completed for the new address. The recognition
visit is chargeable in accordance with the reapproval service fee stated in the Qualification
Catalogue.
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3.6 Approved centre criteria and guidance
Continuance of approval by VTCT is dependent on the full implementation of the approved
centre criteria and of any specific requirements of the regulator(s). The approved centre
criteria and guidance are available on the VTCT website. The approved centre criteria will
be checked as a part of any EQA or spot check visit.
3.7 External quality assurance visits
For centres offering vocational qualifications VTCT will appoint an External Quality Assurer
(EQA) who will undertake future visits at the centre. The EQA will normally undertake two
annual visits. This may be increased according to the size, risk or individual needs of the
centre. Any additional visits will be charged in accordance with published service fees in the
Qualification Catalogue. EQAs are available to centres to give advice and guidance.
3.8 Spot check visits
From time to time VTCT conducts spot check visits. These visits do not carry an additional
fee. Centres must provide VTCT and the regulator(s), upon request, with access to
premises, people and records relating to learner assessment, achievement and internal
quality assurance. If a centre fails to provide access, VTCT will suspend the centre’s right to
claim certification until access is provided. Centres that do not comply with this requirement
will have their approval status withdrawn.
3.9 Marketing requirements and use of logos
Through its website VTCT promotes all approved centres to prospective learners. Therefore
centres are expected to support and promote VTCT qualifications accordingly. If you wish to
attach your centre logo to the VTCT website or to use the VTCT logo please contact
marketing@vtct.org.uk who will be able to provide assistance.
4
Centres in Scotland
4.1 Centres in Scotland
Centres operating in Scotland must also meet the SQA regulatory requirements. The
current requirements are on the SQA website.
4.2 10 week rule
The 10 week rule is an SQA directive that applies to SVQs and Workplace Core Skills Units
only. The 10 week rule requires learners seeking certification for a full SVQ or a Workplace
Core Skill Unit to be registered for at least 10 weeks before a claim for certification is made.
4.3 SQA monitoring visits
Centres must provide SQA with timely access to locations and records for monitoring
purposes. SQA, as a regulator, conducts monitoring visits to randomly selected VTCT
approved centres each year. Selected centres will be contacted in advance by SQA.
Centres are required to ensure that all learner portfolios are available for inspection on the
day of the monitoring visit. Centres are asked to cooperate fully with SQA officers who will
be auditing VTCT quality assurance processes.
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5
International centres
VTCT is expanding its international portfolio with increasing numbers of centres operating
overseas. This includes international centres which are independent, and international
centres associated with a VTCT approved UK centre. The quality assurance process for
regulated qualifications is identical. Any centre interested in operating a VTCT approved
international site should e-mail customersupport@vtct.org.uk or call 023 8068 4500.
6
Records and retention requirements
VTCT requires a record of who assessed an individual observation in the workplace,
witness testimony and evidence of project work. This will need to include the name of the
Assessor and Internal Quality Assurer (IQA). This data will enable an auditor or EQA to
check with individuals what they did and when.
In accordance with the requirement of the regulators, awarding organisations must provide
centres with instructions and guidance on record keeping. The requirement for record
keeping must specify the minimum information required to track learner progress and allow
for independent authentication of any claim for certification. VTCT require the following as a
minimum, to be retained for 3 academic years. Records may be retained in an electronic or
paper format (in accordance with centre practice for archiving).
(i)
lists of all learners registered with the awarding organisation for each qualification
offered to include: learner name; date of birth; contact address; workplace address
and contact details; Assessor(s) name; IQA(s) name; and registration date with VTCT;
(ii)
learner assessment records detailing: who assessed what and when; the assessment
decision; the assessment methods used for each unit or component; and the location
of the supporting evidence;
(iii)
records of internal quality assurance activity detailing: who internally quality assured
what and when; details of the sample selected and its rationale; records of IQA
standardisation meetings; Assessor and IQA competence records; monitoring records
of Assessor / IQA progress toward achievement of the relevant Assessor and IQA
qualifications (IQA); and requirements for the retention of learner evidence;
(iv) records of certificates claimed including unit certificates, who claimed the certificate
and when it was issued to the learner.
7
Finance and invoicing
7.1 Invoicing policy
As a charitable trust, VTCT keeps its charges as low as possible and therefore it is neither
appropriate nor practicable to advance commercial credit. Centres are expected to pay
invoices promptly within the published terms and conditions. Where centres experience
temporary difficulties in meeting the financial terms they should disclose this to the VTCT
Finance Manager as soon as this becomes apparent. Centres which exceed their terms of
credit may be subject to sanctions in accordance with the Sanctions Policy. Persistent
Centre Handbook – February 2015
Page 7
offenders may have their centre approval withdrawn. Approved centres must take all
reasonable steps to protect the interest of learners where the centre can no longer
undertake the effective delivery of VTCT qualifications.
7.2 Minimum spend requirements
Being an active centre for potential learners implies a reasonable minimum number of
learners per session. VTCT has quantified the minimum spend level as £800 per VTCT
financial year being 1st August to 31st July. Any shortfall from the £800 minimum charge
level will be invoiced to the centre in the August following the financial year. All spend by a
centre is included when calculating the shortfall from the £800 including qualification
registrations, record of assessment book purchases and any other services purchased from
VTCT, for example attendance at events. This policy applies to centres that have completed
a full year operating with VTCT, i.e. those that join VTCT mid-year will not be subject to the
charge for the remainder of the year.
8 Cancelled centre visits
Where a centre has agreed and planned for a centre visit and a visit is cancelled by the
centre with little or no notice, VTCT will require the centre to pay for the full costs incurred to
VTCT. This may include the cost of a day’s pay for the VTCT representative, any travel
booked or used and any other expenses associated with the visit. These charges will apply
where the notice of a cancelled visit is not sufficient to allow for alternative work to be
organised for the planned visit date and to cover the costs of any advance travel bookings.
VTCT will take into account any valid reasons for cancellation that are outside of the
centre’s control and may waiver the charge in these circumstances.
9
Sanctions policy
VTCT is required to publish a Sanctions Policy. The Sanctions Policy is used by VTCT to
prevent adverse affects where centres do not comply with approval conditions. Sanctions
imposed can be the formulation of action and/or improvement plan, the removal of direct
claims or the suspension or withdrawal of centre approval The Sanctions Policy is published
on the VTCT website..
10 Withdrawal of approval
If a serious situation arises in which a centre is unable to fulfil the criteria set in respect of its
quality assurance of assessment and rectification progress is not made within a given
timescale, action for suspension will be taken immediately by the VTCT Quality Assurance
Department on the recommendation of, and evidence from, the EQA.
A full investigation will be undertaken and this may result in withdrawal of approval of the
centre. Centres may appeal against decisions made by VTCT as detailed in the Appeals
procedure.
VTCT’s Quality Assurance Department may inform the regulator(s) of any suspension or
withdrawal when a regulated qualification is involved.
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11 Quality assurance process
VTCT operates quality control of the assessment and internal quality assurance process
within its centres, monitored by the Quality Assurance Department, which complies with the
requirements of the regulator(s). Within this part of the Quality Assurance Department’s
remit, there are three main strands.
11.1 Assessor, IQA and EQA requirements
Assessors, IQAs and EQAs must hold appropriate qualifications which will ensure a
minimum level of understanding of the essential elements of an assessment and internal
quality assurance system. At least one qualification from the table below must be obtained
for the relevant role.
Role
Recognised qualifications
D32 Assess candidate performance & D33 Assess candidate using differing
sources of evidence;
Assessor A1 Assess candidate performance using a range of methods;
Level 3 Award in Assessing Competence in the Work Environment;
Level 3 Certificate in Assessing Vocational Achievement.
D34 Internally verify the assessment process;
V1 Conduct internal quality assurance of the assessment process;
Internal
Level 4 Award in the Internal Quality Assurance of Assessment Processes and
Quality
Practice;
Assurer
Level 4 Certificate in Leading the Internal Quality Assurance of Assessment
Processes and Practice.
D35 Externally verify the assessment process;
V2 Conduct external quality assurance of the assessment process;
External
Level 4 Award in Externally Assuring the Quality of Assessment Processes and
Quality
Practice;
Assurer
Level 4 Certificate in Leading the External Quality Assurance of Assessment
Processes and Practice.
11.2 General applied qualifications
16-19 Qualifications that fail into the General Applied area do not need to follow the above
requirements and instead require a degree in the subject and a teaching qualification at
Cert Ed or above.
11.3 Internal quality assurance processes
The internal quality assurance process within the centre will be monitored through the
external quality assurance visits. The internal quality assurance process will be evaluated to
check its effectiveness through the external quality assurance to ensure the system is
implemented.
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11.4 External quality assurance processes
VTCT has arrangements to monitor EQA performance including;
(i)
Standardisation
Multiple meetings are held each year. At these meetings EQAs will share case studies
to ensure standard practices; be updated on VTCT qualifications, procedures and
regulatory changes; and have guest speakers from SSC/SSBs, industry
representatives or regulators.
(ii)
Performance reviews
Performance reviews are regularly undertaken during EQA visits by a Senior External
Quality Assurers or the Quality Assurance Manager to ensure consistency of practice.
(iii) Allocation of centres
EQAs will be allocated a variety of centres to ensure maximum sharing of good
practice across the sector;
(iv) Rotation of centres
In order to maintain impartiality, EQAs will be rotated at least every 4 years. This
rotation may occur before the end of 4 years either where logistics enable a better
service to a centre or where logistics changes are required. Only in exceptional
circumstances will an EQA support a centre for longer than 4 years.
(v)
Retention of records
VTCT maintains copies of EQA reports and action plans together with any other
relevant centre documentation.
12 Sampling strategy
VTCT expects its centres to ensure the quality assurance and quality control of all learner
assessment including all the principles of assessment, reliability, validity, fairness and
authenticity. In support of this VTCT samples learners’ assessed work, decisions made and
feedback given by Assessors, Moderators and IQAs. The VTCT Sampling Strategy is
available on the VTCT website.
13 Malpractice and maladministration
13.1 Scope and definitions
The malpractice and maladministration procedures apply to all VTCT qualifications. VTCT
uses the following definitions for malpractice and maladministration.
Malpractice – Any deliberate activity, neglect, default or other practice that compromises
the integrity of the assessment process and/or validity of achievement and certification.
Maladministration – Any activity, neglect, default or other practice that results in the centre
or learner not complying with the general conditions and any other requirements as may be
applicable form time to time.
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Centres must inform VTCT of any suspected or alleged malpractice or maladministration.
The following are examples of malpractice and maladministration.
Malpractice examples
 Evidence assessed is not the learner’s own work;
 A learner has not finished the qualification after the certificate has been claimed;
 Certificates have been claimed on the basis of falsified records;
 Suspected irregular use of independent assessment papers and marking guides.
Maladministration examples
 Administration of learning and assessment is flawed, not fit for purpose or inefficient;
 Certificates have been claimed in error due to ineffective processes.
The awarding organisation certificates in accordance with the General Conditions of
Recognition published by Ofqual, the Welsh Government and CCEA, SQA Accreditation’s
Regulatory Principles and some criteria from Ofqual’s Additional Regulatory Documents. All
VTCT approved centres must follow VTCT’s procedures for reporting and dealing with any
suspected case of malpractice or maladministration. Centres must ensure that their staff,
learners and others involved in providing a qualification are aware of these procedures.
VTCT requires all centres to report promptly any malpractice suspected after learners have
been registered. The possible implications of a failure to co-operate with these
requirements will impact on the issue of certificates and the future acceptance of entries.
Where malpractice or maladministration is suspected in a centre, including any assessment
site, or a partner organisation involved in the administration or assessment of the
qualification, VTCT’s Quality Assurance Department will write to the centre informing them
that it has been suspended from making registrations and/or certification claims, dependent
on the gravity of the malpractice or maladministration.
13.2 Reporting maladministration
When a centre discovers that certificates have been claimed in error where a learner has
either not completed the specified units or not completed the certificated qualification. The
centre should contact VTCT Customer Support immediately and return all certificates for
learners that have been incorrectly claimed.
VTCT will remove the record of attainment for the learner and VTCT’s Quality Assurance
Department will follow up all cases of maladministration, which requires centres to
investigate and produce an action plan to improve processes to avoid maladministration in
future. The centre’s EQA will follow up on action plans and investigations during any
external quality assurance visit to the centre.
13.3 Dealing with malpractice
All reports of malpractice will be treated as serious and on receipt of initial information or
allegation, VTCT may provide details to the regulator(s) depending on the gravity of any
malpractice.
As soon as practicable following receipt of information or allegation of suspected
malpractice VTCT’s Quality Assurance Department will provide full details to the centre
principal or head of centre. VTCT will require the centre to instigate an immediate
investigation and promptly provide VTCT with an initial response. VTCT will require regular
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Page 11
updates as to the progress of the investigation and a full report must be sent to VTCT once
the investigation has been completed.
VTCT will conduct its own preliminary investigation which will normally involve one of
VTCT’s EQAs contacting the centre to agree when the visit is to occur.
Depending on the severity of the suspected malpractice the centre’s VTCT EQA may carry
out the initial investigation. VTCT must take action in all instances of alleged or suspected
malpractice as it is necessary to maintain the integrity of qualifications. The actions taken
will be proportionate to the gravity of the malpractice.
13.4 Reporting malpractice
Centres must report promptly all cases of suspected malpractice to VTCT’s Quality
Assurance Manager following notification of suspected malpractice.
Centres are advised that VTCT must report cases of malpractice to the regulator(s)
whenever it finds evidence that certificates may be invalid or where other fraudulent activity
is suspected. VTCT will cooperate with any follow-up investigation of malpractice required
by the regulator(s). Centres are advised that VTCT must agree with the regulator(s) on
appropriate remedial action if there is evidence that certificates are invalid.
Failure to report any suspected malpractice will result in immediate suspension of the
centre for registrations and/or certifications until a full investigation has been completed.
Centres that fail to report malpractice or maladministration may not have their approval
status reinstated after the investigation is completed. VTCT is responsible for each of the
centres it approves and as such, the responsibility for investigating alleged irregularities
normally rests with VTCT unless there are special circumstances which require the
regulator(s) to be involved. VTCT’s Quality Assurance Manager must notify the regulator(s)
when commencing an investigation and provide an estimated timescale for its completion.
All investigations will be fully documented and the investigation records are retained within
VTCT’s Quality Assurance Department. The Quality Assurance Manager will prepare a final
report when the investigation is complete and this will be copied to the regulator(s). The
report will provide details regarding:





the origin of the complaint or mode of discovery of the alleged irregularity;
the investigations carried out;
the evidence provided;
the conclusions drawn;
the recommendations for action and resolution of the matter.
Exceptionally, the regulator(s) may need to take over an investigation. In such
circumstances the regulator(s) will provide a written instruction to VTCT informing them of
this requirement and its reasons for taking such action.
13.5 Invalidating certificates
VTCT must inform the regulator(s) whenever it finds evidence that a certificate may be
invalid and must agree any appropriate action that may be required. Any qualification
certificates are in principle deemed invalid in the following circumstances:
 the evidence assessed is not the learner’s own work;
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 the learner has not finished the qualification after the certificate has been claimed;
 the certificates have been claimed on the basis of falsified records;
 the awarding organisation has issued certificates contrary to the regulator(s)
requirements.
These circumstances set out the reasons why a certificate may be judged to be invalid.
They do not prescribe the action that automatically has to be taken. A variety of factors
need to be considered and VTCT’s Quality Assurance Manager will discuss these with the
regulator(s). Action taken must be proportionate depending on the gravity of the malpractice
or maladministration.
The responsibility for the assessment and certification of learners is one which is shared
between the centre and VTCT. Therefore centres must accept a shared responsibility, when
dealing with problems caused for learners and when certificates have been wrongly
claimed. When the decision is taken to invalidate certificates, VTCT must ensure that the
following actions are taken by the centre:
 follow the principle of seeking to protect the interests of learners as far as reasonably
possible in the circumstances;
 contact the learners involved and notify them of the status of their certificates and of
any arrangements for re-assessment and/or certification;
 ensure that the original certificates, whenever possible, are returned to VTCT.
13.6 Checklist
Following an initial report of suspected malpractice:
1.
Centre provides written confirmation to VTCT within two days following receipt of initial
report of suspected malpractice; or VTCT informs centre of suspected malpractice;
2.
VTCT Quality Assurance Department to provide full written details to centre principal /
head of centres;
3.
VTCT applies sanctions on centre certification and if necessary, registration of
learners whilst investigation is carried out;
4.
EQA to liaise with centre contact to arrange for VTCT to conduct a preliminary
investigation which will normally involve a visit to the centre;
5.
Centre completes initial investigation and provides written report to VTCT;
6.
Centre provides VTCT with a copy of the final report which provides details of findings,
actions taken and recommendations to safeguard against any future reoccurrence;
7.
On satisfactory conclusion VTCT will reinstate centre approval and will accept claims
for learner registration and certification; or on unsatisfactory conclusion, VTCT seeks
further advice from the regulator(s) which may result in handing over the investigation
to the regulator(s);
8.
VTCT will provide the regulator(s) with regular updates throughout the investigation,
and a final copy of the report when the investigation has reached conclusion.
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13.7 Whistleblowing
Whistleblowing is a term used when an individual discloses information relating to
malpractice and/or the covering up of malpractice. The malpractice is often committed by
the individual’s employer, although this is not necessarily the case.
To raise a concern that malpractice has taken place in relation to VTCT qualifications, the
individual should raise their concern through the line management of the centre.
If concerns are not addressed by the centre or the individual feels that it is not possible to
raise the concerns internally then the individual should raise their concerns to VTCT’s
Quality Assurance Manager.
VTCT will evaluate the concern and may ask for more evidence/information from the
individual. VTCT will decide whether and how to pursue the concern and will inform the
individual of the action taken by VTCT.
VTCT will inform the regulator of the issue raised and the course of action to be taken. The
regulator will be informed at all stages of any investigation of the circumstances as
undertaken by VTCT.
Upon conclusion of any investigation, VTCT will provide you with a summary update of
outcomes given the need to protect confidentiality.
The regulator(s) will be provided with full details of the investigation/evaluation and where
any serious issues are proven, other awarding organisations offering the same or similar
qualifications will also be informed.
Notes for the whistleblower
VTCT is unable to accept anonymous allegations against a centre and as such is unable to
act upon allegations of malpractice received anonymously. At all stages of a matter being
investigated, VTCT will take all possible steps to protect the whistleblowers identity given
the details or context expressed.
VTCT will consider each disclosure of information sensitively and carefully, and decide
upon an appropriate response. Information received in a disclosure may be shared with
third parties where considered necessary.
VTCT will always endeavour to keep a whistleblower’s identity confidential where asked to
do so, although by law and by regulation, we may need to disclose your identity to:
 the police, fraud prevention agencies or other law enforcement agencies (to
investigate or prevent crime, including fraud) ;
 the courts (in connection with court proceedings) ;
 another person to whom we are required by law to disclose your identity;
 the regulator responsible for the standards of the qualification(s) concerned.
A whistleblower should also be aware that he or she may be identifiable by others due to
the nature or circumstances of the disclosure.
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13.8 Event Notification
VTCT are required to comply with the regulators’ requirements to notify of certain events.
VTCT must promptly notify the relevant regulator(s) when it has cause to believe that any
event has occurred or is likely to occur which could have an Adverse Effect.
An Adverse Effect includes where VTCT believes that there has been an incident of
malpractice or maladministration, which could either invalidate the award of a qualifications,
which it makes available or could affect another awarding organisation.
14 Sector specific requirements
14.1 Hairdressing and Beauty Therapy – realistic working environments
A realistic working environment recreates the pressures and service time constraints of a
commercial salon or treatment centre within a non-workplace centre. It is essential that any
non-workplace centre offering VTCT qualifications is able to provide a realistic working
environment. Practical assessments must be carried out under normal working conditions
and the time taken for treatments must be in accordance with the published service level
times. The accommodation provided for assessment will need to be of appropriate size and
of such layout that it allows for good commercial practice, with a continuous flow of clients.
It should also include a reception and retail sales area.
VTCT developed the concept of the realistic working environment some years ago to cover
the personal treatment fields in which we are concerned. This concept has now been widely
adopted and is essential for training taking place elsewhere than in the workplace for
competence-based qualifications.
The following guidelines are helpful for the provision of a realistic working environment.
(i)
Reception
A reception area should be provided and staffed by learners who have received
instruction and are working, or have worked, alongside an individual who is
experienced on reception duties. The way in which telephone calls are dealt with,
appointments made and scheduled, money taken for treatments and goods, supplies
received and display cabinets set out, are covered within VTCT qualifications. The
receptionist must ensure that clients are greeted in an appropriate way whilst waiting
for their treatment. The receptionist is the first and last point of contact that a client has
in a salon or treatment setting and is an important person fulfilling a function which can
have a significant effect on profitability.
Clients should be met at the reception by the therapist or their assistant, greeted and
conducted to the appropriate treatment area. Similarly, at the end of their treatment
session, the client should be escorted back to the reception area.
(ii)
Clients
Clients must be drawn from as wide a spectrum as possible, in terms of age, physical
condition and the nature of the treatments they require. In order that learners do not
always treat friends or relatives and to ensure they deal with a variety of different
requirements, they should be allocated clients. Only in this way can assessments be
Centre Handbook – February 2015
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appropriately undertaken, the range be fully covered and treatment plans drawn up
which require use of a variety of knowledge.
A reasonable charge should be made for the services offered so as to put the
pressure on learners by clients wanting value for money. Responsibility for this
provision rests with the centre.
(iii) Layout
The realistic working environment should be laid out, with separate areas needed for
treatments. Appropriate equipment for the treatments and services must be provided
such as; a sufficient number of basins must be supplied, along with appropriate
electrical outlets, good controllable heating and lighting, and adequate changing
facilities.
The realistic situation will vary according to the nature of the treatments being
undertaken and the guide is best industry practice.
(iv) Legislation and hygiene
The realistic working environment must take full account of legislative requirements
such as the Health & Safety at Work Act and also best industry hygiene practice.
Local authorities impose requirements under licensing regulations and although these
are not universal, all requirements in terms of hygiene should be followed. Additionally
there may be national legislative requirements, altered from time to time by directives
from the European Union.
At all times, safety and hygiene must be in the forefront of all activity occurring within
the realistic working environment.
(v)
Confidentiality
The same standards of confidentiality that apply within an external salon or clinic must
apply in a realistic working environment. This is vital in establishing rapport with the
client and providing competence in performance.
Record cards must not be left lying around and if a physical assessment is to be
undertaken, a room or curtained cubicle should be set aside for this purpose. This
should then not be entered unless the client invites you to do so. Respecting
confidentiality implies a feeling of respect for the clients and can help to avoid difficult
and potentially embarrassing situations.
(vi) Cost-effectiveness
During early training, time is not as important as accuracy and it is likely that material
wastage may occur through inexperience. However, by the time clients are being
treated in a realistic working environment, treatments should operate within published
service level times. Once this has been achieved, budgeting can become effective and
the cost-effectiveness of treatments given by learners can be measured.
Above all, within a realistic working environment, it is essential to maintain a
professional attitude to those coming for treatment. They must be thought of as clients
and not models. If all guidelines are followed, the realistic working environment will
work as if it were a fully commercial operation and make regular work experience less
daunting to the learner and more valuable to both them and the employers.
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14.2 First Aid – certificate claims
To comply with Health and Safety Executive requirements, certificates claims for First Aid
qualifications must record the date that the student completed the course, not the date the
certificate is claimed. It is the responsibility of Centres to provide the correct date and EQAs
will conduct sample checks to ensure this ruling is adhered to.
15 Occupational expertise requirements
15.1 Introduction
The Sector Skills Councils and Bodies (SSC/SSBs) in consultation with stakeholders are
responsible for setting the current requirement for occupational expertise. These
requirements and guidance are posted on the relevant SSC/SSBs website, including any
requirement to undertake continuous professional development. The table below provides
details of the SSC/SSBs relevant to VTCT qualifications.
SSC/SSB
People 1st
www.people1st.co.uk
Proskills
www.proskills.co.uk
Skills CFA
www.skillscfa.org/
Skills for Care and Development
www.skillsforcareand
development.org.uk
Skills for Health
www.skillsforhealth.org.uk
Skills for Justice
www.skillsforjustice.com
SkillsActive
www.skillsactive.com
Qualification area
Hospitality, Leisure, Passenger Transport, Travel and
Tourism, Retail
Printing, mineral extraction and processing, health and
safety and process and manufacturing of furniture,
glass, ceramics, coatings and paper
Business and administration, customer service,
enterprise and business support, human resources and
recruitment, industrial relations, leadership and
management, marketing and sales
Social Care, Children, Early Years and Young People’s
Workforces in the UK
UK Health (Complementary Therapies & Sport
Massage Therapy)
Community Justice, Courts Services, Custodial Care,
Fire and Rescue, Forensic Science, Policing and Law
Enforcement and Prosecution Services
Sport, Fitness, Outdoors, Play work, Caravans and Hair
and Beauty
15.2 Centre requirements
Assessors, Tutors and IQAs are employed or contracted by the centre and are required to:
 demonstrate active involvement in a process of industry relevant Continued
Professional Development during the last two years; This may be discipline/context
specific (practical and knowledge) or relevant to tutoring, assessing or quality
assurance*;
 maintain up-to-date records/evidence to support CPD.
*The EQA will look specifically for CPD that is discipline specific as tutors, assessors and
IQA’s should be keeping up-to-date within their industry. Although other CPD activities are
acceptable, there should be a balance of CPD activities which should not just include CPD
relevant to tutoring, assessing or quality assurance.
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15.3 Sector specific CPD requirements
The following will give sector specific requirements for CPD where known. CPD
requirements start from the date that the staff member’s duties commenced.
Hairdressing & Beauty Therapy
Habia have set the required amount of CPD as 30 hours in any twelve month period for full
time staff. Part time staff will need to calculate their required CPD pro-rata based on a 37
hour week. More information can be found on the Habia website http://www.habia.org/cpd/.
Sports, Active Health and Fitness
VTCT specifies a minimum of 30 hours CPD over a period of 2 years for full and part time
staff.
Hospitality & Catering
There are no CPD requirements specified by the Sector Skills Council or VTCT, however
VTCT recommends that the centre set a CPD requirements for staff to comply with.
16 Enquiries and appeals procedures
The Enquiries and Appeals procedure is available on the VTCT website. The VTCT Quality
Assurance Department is responsible for ensuring that the procedures for enquiries and
appeals are followed at all times. These procedures have been put in place to protect the
interests of learners. The Quality Assurance and Assessment Departments will maintain
records of all enquiries and appeals received, recording outcomes. This information will be
shared with the regulator(s) on request.
The Enquiries and Appeals Procedure covers:
 enquiries about results for external assessment;
 appeals procedure requirements for centres;
 centre appeals against a decision to change a centre’s approval status;
 centres applying to VTCT for approval;
 how to appeal against centre approval decisions;
 appealing against an EQA decision;
 Scotland centre appeals requirements.
The Enquiries and Appeals Procedure does not cover:
 Enquires about Results (EARs);
 Access to Scripts;
 Appeals for examined qualifications.
The Post Results Services and Guide to the Appeals Process documents cover the above
points for examined qualifications and are available on the VTCT website.
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17 Complaints
17.1 VTCT complaints policy & procedure
VTCT is committed to providing exceptional customer service. Whilst every effort is taken to
provide exceptional customer service, sometimes mistakes are made. When something
goes wrong, we need you to tell us about it. This will help us to improve our standards.
A complaints procedure has been established for people who feel dissatisfied with the
service. You have a right to complain and have it investigated. VTCT aims to learn from any
mistakes and the complaints procedure is seen as very important in the continuous
improvement cycle. The VTCT complaints procedure can be found on the website.
17.2 Centre complaints procedure
VTCT require centres to have a regularly reviewed complaints procedure to deal with
learner complaints. Complaints procedures must include response times and anticipated
timescales. Centres are required to forward copies of their complaints procedure when
submitting their original application.
Where a centre is situated in Scotland, the centre’s complaints procedure must reference
that learners can complain to the centre, the awarding organisation and SQA Accreditation
as a matter of course, with a reference to the Scottish Public Service Ombudsman (SPSO)
where applicable.
18 Linx2 Systems
18.1 Access and logins
When a centre is approved, a general access login and password is provided for access to
the Linx2 area of the website.
Centres must also obtain a secure login from linx2help@vtct.co.uk; the secure login
provides access to Linx2Online, Linx2Record and/or Linx2Achieve and will normally be
required by an examinations officer.
18.2 Linx2Online – learner management
Linx2Online provides centres with access to submit registration and certification claims for
the centre. Examinations officers will require a secure login to be able to access
Linx2Online. There are a number of online videos and guides on the Linx2Online to help
centres make registrations and certifications.
Centres with a secure Linx2Online password can view all learners’ details in real-time,
produce and manipulate their own reports of the registration lists.
For support with making registrations or certifications, please contact
customersupport@vtct.org.uk or 023 8068 4500.
18.3 Linx2Achieve – assessment and e-testing
Linx2Achieve is VTCT’s online assessment portal and e-testing system. Within
Linx2Achieve there is access to online papers which are electronically completed and
marked or alternatively paper assessments which the centres will need to mark and sample.
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Assignment briefs are also available to download from Linx2Achive as well as additional
resources.
For support with Linx2Achieve please contact exams@vtct.org.uk or 023 8068 4524.
18.4 Linx2Product – order assessment books
To login to Linx2Product, the centre will need to input their VTCT centre number for access.
Linx2Product allows a centre to order record of assessment books to support the delivery of
qualifications that the centre offers. Record of assessment books are charged in
accordance with the Qualifications Catalogue. Centres are able also to view and print the
books themselves from the VTCT website.
For support with ordering record of assessment books please contact
customersupport@vtct.org.uk or 023 8068 4500.
18.5 Linx2Record – e-portfolio
VTCT’s e-portfolio available to centres and offers:
 offsite learner, assessor, IQA and EQA functionality;
 QCF credit and RoC administration within the e-portfolio;
 automatic posting of Learning Outcome reports from our Linx2Achieve platform direct
into learner e-portfolio;
 integrated Record of Assessment Book inside each learner e-portfolio.
An e-portfolio administrator login will need to be requested by a member of staff at the
centre, who will then be able to disseminate logins for the centre from that point onwards.
On the Linx2Record page there are a number of videos and guides to help with using the eportfolio. For support with the e-portfolio please contact linx2help@vtct.org.uk or 023 8068
5422.
18.6 Linx2Exchange – general resources
Linx2Exchange provides access to a number of documents relevant to VTCT centres.
Included in Linx2Exchange are the Centre Handbook and associated documents, centre
resources, details on reasonable adjustments and special considerations and in additional a
back catalogue of VTCT bulletins that have been sent to centres.
18.7 Linx2Learn – learning resources
Linx2Learn is a database of learning material which VTCT offers to centres to help enrich
the learning experience. A variety of media is available in various forms ranging from
text/images to narrated videos and interactive macromedia files.
18.8 Linx2Learn – e-learning resources
The Linx2Learn e-learning platform facilitates the learning, development and support of
qualifications. Linx2Learn e-learning resources are available to both Learners and Centres
and as such can be accessed through the respective Centre and Learner pages on the
VTCT Website.
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19 Registration and certification requirements
Registration
All learners must be registered with VTCT within 8 weeks of commencing their courses.
Summative assessments undertaken by unregistered learners will not count.
VTCT registration service standards are 3 working days for online submissions.
Certification
Where applicable the 10 week rule must be adhered to for SVQs and Workplace Core Skill
Units.
VTCT’s service standards for certification are: 3 working days for certification with direct
claims and 30 days for certification requiring EQA approval (non direct claims).
20 RPL, exemption and equivalence
VTCT publishes a Recognition of Prior Learning Policy which provides guidance to centres
and covers recognition of prior learning (RPL), exemption and equivalence as well as the
responsibilities of the centre. VTCT’s Recognition of Prior Learning Policy is published on
the VTCT website.
Centres are required to have an RPL policy, which will be checking during external quality
assurance visits to the centre.
21 Glossary
CCEA
CPD
EARs
EQA
IQA
Ofqual
QCF
RoC
RPL
SPSO
SQA
SSC/SSBs
SVQ
VTCT
Council for the Curriculum Examinations and Assessment
Continuous Professional Development
Enquiries about Results
External Quality Assurance or External Quality Assurer
Internal Quality Assurance or Internal Quality Assurer
Office for Qualifications and Examinations Regulation
Qualification and Credit Framework
Rules of Combination
Recognition of Prior Learning
Scottish Public Service Ombudsman
Scottish Qualifications Authority
Sector Skills Councils or Sector Skills Bodies
Scottish Vocational Qualification
Vocational Training Charitable Trust
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