Learning Outcome

Assessment Criteria

1. Understand professional practice in equality and diversity

1.1 State the organisation?s legal and ethical responsibility for equality and diversity (Equality Act 2010 and subsequent amendments, organisational policy and procedure (with specific reference to making reasonable adjustment for disabled people)) equality action plan)

1.2 Identify the groups of individuals whose characteristics are protected under equal opportunity legislation (Age, being or becoming a transsexual person, being married or in a civil partnership, being pregnant or having a child, disability, race including colour, nationality, ethnic or national origin, religion, belief or lack of religion/belief, sex, sexual orientation)

1.3 Define the terms equality, diversity and inclusion

1.4 State the benefits of recognising and responding to equality and diversity in the workplace (Build reputation, loyalty, productivity, create awareness, inclusive working environment, talent, reduction in complaints, avoid legal challenges)

 1.5 State own role and responsibility to act in a manner that promotes equality and diversity

 1.6 Give examples of how an individual?s need can be met in the workplace in line with organisational and legal requirements (Examples may include but are not limited to: reasonable adjustments for disabled people such as aids and adaptations, environmental changes, flexible working, IT solutions, training and development, information, advice and guidance)

2. Understand how and why data is protected in the organisation

2.1 State the types of discrimination which may occur in the workplace ( Direct discrimination, associative discrimination, discrimination by perception, indirect discrimination, harassment, victimisation, positive discrimination, stereotyping, unconscious bias)

2.2 State the impact of discrimination in the workplace (Individual consequences such as confidence, health, performance, engagement, relationships, ambition, retention, legal consequences)

3. Understand how to respond to customers with diverse needs

3.1 Describe methods that can be used to identify customer needs (Communication, active listening, asking questions, paraphrasing, summarising, observing body language, displaying empathy, obtaining written declarations which state the customers need, customer being both internal and external)

3.2 Give examples of different types of customer needs (Language, level of understanding, disability, religion, sexual orientation, education, IT skills, beliefs, economic status, mental and physical health)

3.3 Describe behaviours which promote inclusion (Empathetic, respectful, considerate, interested, responsive, enabling, non-judgmental, supportive, tact, does not make assumptions, patient)

3.4 Outline the types of support that may be offered to customers with diverse needs (Different styles of literature i.e. large print/multi language, braille, aids and adaptations, interpreters, IT applications)

3.5 Identify methods for checking the customer needs have been met (Asking questions, customer survey, feedback forms, compliments and complaints)

Learning Outcome

Assessment Criteria

1. Know how to calculate amounts liable or payable

1.1 State the information that is needed to make the calculation in accordance with organisational information requirements ( Dates of changes of circumstances, relevant financial information, paper based and/or electronic)

1.2 Describe the procedure for confirming the accuracy of the calculation (Automated, security checks)

1.3 State the process to follow if the information required to complete the calculation is incomplete

1.4 Explain when to refer cases to the designated authority (When beyond authority or competence, technical advice)

2. Know how to complete records of calculations

2.1 Describe the procedures for maintaining records

2.2 Describe the procedure for completing records of calculations (Accurately and legibly to the agreed standards)

2.3 Describe the procedure for working with records securely (Using appropriate screens, in accordance with organisational procedures and legislative requirements, maintaining security of records following transaction)

2.4 Describe the procedures used to store records (In accordance with organisational procedures and legislative requirements)

3. Understand the processes of confirming liabilities and/or amounts to be paid

3.1 Explain when confirmation of liabilities are issued (Notification of underpayment overpayment, penalty/suspension notices or sanctions)

3.2 Explain the process for issuing confirmation of liabilities (Notification of underpayment overpayment, penalty/suspension notices or sanctions)

3.3 Describe the procedures used to confirm the correct identity of the customer

3.4 Describe which communication methods and conventions to use in accordance with organisational procedure (Forms, letters, notices, telephone, electronic communication

3.5 Describe when it is appropriate to explain the basis for the decision

3.6 Describe the procedure for dealing with an appeal or challenge.

Learning Outcome

Assessment Criteria

1. Be able to understand the commitment to equality of opportunity and diversity

1.1 Evaluate the organisations commitment to equality and diversity

1.2 Discuss how behaviour, actions and words, of all members of the organisation, support the commitment to equality of opportunity and diversity

1.3 Identify organisational and personal responsibilities and liabilities under equality legislation and/or codes of practice

2. Be able to understand the application of equality of opportunity and diversity

2.1 Describe the organisations equality and diversity policies and how these are communicated within the organisation

2.2 Assess the application of the organisations commitment to equality of opportunity and diversity

2.3 Review the diversity of the workforce against the local and/or national population and identify areas for review

3. Be able to understand the needs of others in relation to equality of opportunity and diversity

3.1 Explain the requirement to understand individuals needs, feelings and motivations, and to take an interest in their concerns

3.2 Evaluate the impact of showing respect to others, recognising their value and upholding their rights

3.3 Describe the need for integrity, fairness and consistency in dealings with individuals

3.4 Outline a process for dealing with others whose behaviours, words or actions do not support a commitment to equality of opportunity or diversity

Learning Outcome

Assessment Criteria

1. Be able to understand the meaning and nature of organisational structure

1.1 Compare the objectives of organisational structure and the effect of organisational culture

1.2 Discuss the interrelationship of institutional, managerial and technical levels within an organisational structure

1.3 Evaluate the potential sources of organisational ideas and innovations within an organisational structure

2. Be able to understand the design of organisational structure

2.1 Analyse the variables that influence organisational structure and systems of management

2.2 Compare the operational functions of an organisation with those functions which support the achievement of the task

2.3 Discuss the implications for an organisation in distinguishing between operational and support fuctions

3. Be able to understand advantages and disadvantages of centralisation and decentralisation

3.1 Differentiate between an organisational management system that is centralised and one that is decentralised

3.2 Compare the advantages and disadvantages of a centralised and decentralised system

3.3 Distinguish between management span of control and management chain of command

Learning Outcome

Assessment Criteria

1. Be able to understand the development of personal networks to support current and future organisational objectives

1.1 Create and maintain personal networks of contacts to meet current and future objectives

1.2 Identify network members who are aware of the benefits of networks, and posses influence and skills

1.3 Discuss boundaries of confidentiality within the networks

2. Be able to understand how collection of data or information from the networks can inform on the environment in which the organisation operates

2.1 Design a data or information gathering process to produce information for planning and operational purposes

2.2 Evaluate data or information to support planning and decision making

2.3 Devise or assess future scenarios within the environment in which the organisation operates

3. Be able to understand the skills of encouraging and supporting implementation of ideas, from the network across the organisation

3.1 Outline an idea from the network for the organisation

3.2 Compare the balance of risks against benefits that may arise from the idea

3.3 Devise communication methods that underpin acceptance of the idea for the organisation

Learning Outcome

Assessment Criteria

1. Be able to understand how organisational culture can impact on organisational behaviour

1.1 Analyse the concept of culture to organisations

1.2 Compare the traits of power culture, role culture, task culture and person culture

1.3 Evaluate internal and external factors that could influence organisational culture, including national cultures

2. Be able to understand the relationship between organisational culture, strategy and performance

2.1 Identify values and cultures that encourage behaviours consistent with organisational strategy

2.2 Evaluate personal managerial behaviours that reinforce organisational values and cultures

2.3 Communicate organisational values to the organisation that motivate the organisation to apply these values 

3. Be able to understand the skills of cultural development

3.1 Discuss the tools available to an organisation to identify and develop its culture

3.2 Devise methods of dealing with messages and behaviours which are in conflict with organisational values

3.3 Determine legitimate strategies and tactics to influence people in support of organisational values

3.4 Evaluate how national differences and cultures can impact on transferability of organisational structures, systems and processes

Learning Outcome

Assessment Criteria

1. Be able to understand the identification of ideas and innovation across the organisation

1.1 Discuss the approaches to the encouragement of ideas generation and innovation across the organisation

1.2 Relate the organisations strategy to innovation with the organisational objectives

1.3 Determine methods to communicate the innovation strategy across the organisation

2. Be able to understand the encouragement of innovation across the organisation

2.1 Outline a method to motivate others in the organisation to identify ideas and innovations and the sharing of these ideas and innovations

2.2 Recommend ways to overcome barriers to idea and innovation generation

2.3 Devise methods to encouarge and support originators of ideas and innovations

3. Be able to understand the analysis of ideas and innovations

3.1 Evaluate ideas and innovations against the organisations objectives or opportunities

3.2 Analyse risks and costs of ideas and innovations against benefits

3.3 Recommend a course of action for an idea and innovation

3.4 Define a process that rewards the originators and developers of an idea and innovation

Learning Outcome

Assessment Criteria

1. Understand how to apply solutions to organisational change 

1.1 Identify a range of organisational change, models or frameworks

1.2 Apply a range of  creative problem solving techniques to address change challenges

1.3 Identify and justify change solutions that link to organisational strategic plans

2. Understand how to develop a change strategy using implementation models

2.1 Evaluate a range of change implementation models

2.2 Identify the criteria to select a change implementation model that supports organisational change

3. Understand how to analyse an organisational response to change

3.1 Demonstrate the use of analytical tools to monitor the progress and the effect of change

3.2 Assess monitoring and measurement techniques to change within an organisation

3.3 Analyse strategies to minimise adverse effects of change

4. Be able to evaluate the impact of change strategies

4.1 Identify the processes to review the impact of the change

4.2 Analyse the results of the impact review

4.3 Present the findings of the impact review 

Learning Outcome

Assessment Criteria

1. Be able to understand the forces for change in an organisation

1.1 Determine the organisation?s position in the sector and market within which it operates

1.2 Identify an opportunity for change, in support of the organisation?s objectives

1.3 Discuss a model or method to identify a change process and the communication of that change process

2. Be able to understand the impact of the change process

2.1 Evaluate the impact of the change process on individuals in the organisation

2.2 Assess the impact of the change on organisational stakeholders

2.3 Analyse the impact of the change on achievement of organisational objectives

3. Be able to understand the management of the change process

3.1 Describe how to secure support for the change process from senior management

3.2 Demonstrate how individuals in the organisation will be supported during the change process

3.3 Construct a plan to implement and monitor the change process

3.4 Analyse the outcome of the change process against the change plan and organisational objectives