NEW1181 NVQ External Verifier Handbook - NCFE

NVQEXTERNAL VERIFIERHANDBOOKwww.ncfe.org.ukWhere Service Matters

CONTENTSA BIT ABOUT USIntroductionNCFE’s visionAbout usHELP FOR YOU AND NCFE CENTRES –MATERIALS, CONTACTS AND EVENTSMaterials for our centresMaterials for youContacts for our centresWhat you can expect - step by stepContacts for youEvents for our centresEvents for youAnnual trainingSector trainingStandardisationHELP FOR YOU AND NCFE CUSTOMERSFor you...Feedback, shadowing, mentoring and quality visitsRole of the Chief VerifierProviding information, advisory and support services for centresAPPROVING CENTRES TO OFFER OUR QUALIFICATIONSRole of the Approval AdvisorAllocationsIntroduction to verification and the External Verifier’s roleRole of the External VerifierRequirements and expectations0304091101

NVQWeb: www.ncfe.org.ukEmail: info@ncfe.org.ukORGANISING AND CARRYING OUT VISITS TO CENTRESMaking contact with the centre and planning visitsCancelling visitsExternal verification visitsCarrying out the first or second visitSampling portfolios and centre approval criteriaAction plansSanctionsReporting on the visitAdvisory/support visitsPostal verificationDirect Claim Status (DCS)The DCS criteriaHow DCS is awardedMaintaining DCS14HOW TO USE REPORT WRITER AND CLAIMING PAYMENTReport WriterClaiming paymentOTHER USEFUL INFORMATIONProduct evaluationCustomer satisfaction survey5 & 10 by 2010External Contractor satisfaction surveyPartnerships181902

A bit about usIntroductionThank you for helping us to deliver exceptional customer service toall centres offering NCFE qualifications. We hope this handbook willprovide you with lots of useful information to make working withus as easy as possible.This guide explains your role and what you can expect from us.We’ve also included some useful information which may help youanswer questions from centres.The integrity of NCFE qualifications is maintained by a number ofquality assurance systems, including:● using criteria and procedures for approving centres to offerNCFE qualifications via a team of Approval Advisors● monitoring the assessment decisions and internalverification systems used in approved centres● training External Verifiers on sector-specific qualificationsincluding annual standardisation and monitoring theirperformance● responding to centre queries regarding the content,assessment and verification of NCFE qualifications● gathering and acting upon centre feedback.You’ve a really important role to help us make sure that ourqualifications are delivered and assessed appropriately and that ourcentres receive the best support we can offer.NCFE’s vision‘Inspirational learning solutions with exceptional customer service’.To deliver exceptional customer service we need your help. We aimto provide our centres with the highest level of service, and ourcentres really value the support they receive from you. Weappreciate all the time and effort you put into working with us andour centres. By working together we can make sure our centres aresupported and guided effectively.We operate to a framework of values to help us achieve our vision:● Bringing solutions● One team● Developing people● Inspiring leadership● Exceptional customer service.By living the values you contribute to our success in providinga friendly, responsive, flexible service to our customers.About usOur qualifications and awards are available in the following areas:● Arts, Media and Publishing● Education and Training● Health, Public Services and Care● Leisure, Travel and Tourism● Preparation for Life and Work● Retail and Commercial Enterprise.The flexibility of our products has contributed to the success ofhundreds of thousands of candidates who have achieved NCFEcertificates.The majority of our qualifications are accredited on the NationalQualifications Framework (NQF), which sets out the levels ofqualifications that can be recognised. This is illustrated below:National Qualifications FrameworkLevels8Specialist awards7Level 7 Diploma in Translation6Level 6 Diploma in Management5Level 5 BTEC Higher National Diploma in 3D Design4Level 4 Certificate in Early Years Practice3Level 3 Certificate in Small Animal CareLevel 3 NVQ in Aeronautical EngineeringA Levels2Level 2 Diploma for Beauty SpecialistsLevel 2 NVQ in Agricultural Crop ProductionGCSEs Grades A*–C1Level 1 Certificate in Motor Vehicle StudiesLevel 1 NVQ in BakeryGCSEs Grades D–GEntryEntry Level Certificate in Adult LiteracyFramework for Higher EducationQualification levels (FHEQ)D (doctoral)DoctoratesM (masters)Masters degrees, postgraduatecertificates and diplomasH (honours)Bachelors degrees, graduatecertificates and diplomasI (intermediate)Diplomas of higher education andfurther education, foundationdegrees, higher national diplomasC (certificate)Certificates of higher education03

NVQWeb: www.ncfe.org.ukEmail: info@ncfe.org.ukHelp for you and NCFE centres –materials, contacts and eventsMaterials for our centres● Qualification Specifications● Qualification support materials● Candidate Information Pack● Centre Support Guide● Centre Guide on External Verification● Directory of Products and Services● Occupational Competence Guidelines● Fees and Pricing● Portal User’s Handbook● Reasonable Adjustments and Special Considerations Policy● Appeals and Enquiries about Results Policy● Internal Verifier handbook● NVQ Code of Practice (QCA)● NVQs The Essential Guide.All our publications are available on our website (www.ncfe.org.uk).They can also be requested by emailing info@ncfe.org.uk, or youcan phone our Centre Support team to order a free copy of anyof the materials.Materials for youEverything for our customers is available for you. To support youin your role we’ve produced a Report Writer User’s Manual. ReportWriter is the online system that you access to view your allocationsand complete your visit reports.Contacts for our centresEvery centre has a named Centre Support Assistant who can becontacted by email or phone. They’re also available to visit centresto advise them on our systems and services.Our Centre Support team is responsible for approvals, allocation ofExternal Verifiers, registration, entries and results and certification.The team provides guidance on the Portal, and is the first line ofcontact for administration or delivery staff in our centres.For any questions on our Portal, centres can call their CentreSupport Assistant, email portalsupport@ncfe.org.uk or phone0191 239 8100.Our Business Development team is also available to supportour centres. For further information visit our website(www.ncfe.org.uk).Your contact details are provided to the centre once you’veaccepted an allocation.04

What you can expect -step by stepContractsContracts are issued on an annual basisand run from 1 August to 31 July eachacademic year. You’ll receive anagreement for services and a scheduleoutlining your role and responsibilities.Annual trainingIt’s a contractual requirement thatyou must attend annual training eachacademic year. The training takes placearound August and we’ll give you atleast 6 months’ notice of the dates toensure you’re able to attend.The training consists of a number ofindividual and group activities and isan excellent opportunity for you tonetwork with other External Verifiers.You’ll also receive valuable updatesfrom NCFE which will prepare youfor the year ahead.Sectortraining/standardisationWe hold sector training/standardisationevents for each of our NQF qualificationsevery academic year. It’s a contractualrequirement that you must attend forthe qualification(s) you verify, toguarantee that assessment criteria areunderstood and assessment decisionsare consistent and comparable.Sector training/standardisation eventsare led by the Chief Verifier and theirpurpose is to ensure that our ExternalVerifiers achieve consistency ofassessment and moderation.05

NVQWeb: www.ncfe.org.ukEmail: info@ncfe.org.ukAllocationsAllocations are completed by the CentreSupport team. You’ll be contacted byemail to ask if you’re interested intaking on a centre and qualification.Once accepted, you’ll receive the centre’scontact details and the information willbe available on Report Writer.You’re required to contact the centrewithin 72 hours of receiving the allocationto introduce yourself and discuss whenthe centre would like a visit.VisitYou must confirm the visit arrangementswith the centre by email using NCFE’sstandard visit letter. If there are candidateportfolios to verify on the visit, you shouldinform the centre which portfolios you’dlike presented.The External Verifier report should becompleted in detail and there should beno surprises for the centre. It is vital thatas much feedback as possible is includedin the report.SupportNCFE has a variety of support availableto assist you in your role. We’ve anumber of publications and guidancedocumentation available. There arenamed contacts in the office to dealwith any queries or questions youmay have.Don’t forget that the Chief Verifieris also a valuable support to you.06

Contacts for youOur Centre Support team allocates External Verifiers when theyreceive candidate registrations. They’re available to discuss yourallocations with you.For any help with Report Writer you can contact our ExternalQuality Assurance team on 0191 239 8106, or emailreportwriter@ncfe.org.uk and we’ll be happy to help.The External Quality Assurance team is responsible for the internaland external quality assurance of activities carried out by NCFE.Part of the team is responsible for assisting others in improvingtheir processes and liaising with our regulator, the Qualificationsand Curriculum Authority (QCA) to ensure that we meet theirrequirements in terms of self-assessment, audits and otherregulatory activities. Other members of the team are responsiblefor the quality assurance of products and the recruitment,induction, training and performance management of all externalcontractors including Chief Verifiers, Chief Examiners, ExternalVerifiers, Examiners and Approval Advisors.The team also manages all activities concerned with theimplementation of external assessment by liaising with centres,QCA and NCFE external contractors with regard to standardisationand awarding assessments.Our Sector Leaders and Officers develop and update all ourqualifications. You can contact the team if you’ve got any questionson qualification content or new qualification developments. Justcall the main number, 0191 239 8000, and we’ll put you in touchwith the right person.Events for our centresWe’ve got a range of events throughout the year:● portfolio building training● Examinations Officer events● regional events.07All the dates and booking forms are available on our website.Centres can also request bespoke training for Assessors and InternalVerifiers, portfolio building and qualification-specific training. Theycan make requests via our website. If you receive any queries fromcentres regarding this training, please contact the appropriateCentre Support Assistant.Events for youYou’ll be invited to a number of training events, which you’ll needto attend:● annual training● sector training● standardisation.If you don’t attend these sessions, we may not ask you to verify forthe qualification.Annual trainingYou’re required to attend annual training, which takes place eachacademic year in August. It’s a contractual requirement that youattend and you’ll be unable to verify until this training has takenplace. We aim to give you as much notice as possible of the dates.The training usually starts at 10.30am and finishes around 3.30pm.The purpose of this training is to provide you with valuable updatesfrom NCFE and to test your knowledge and skills regarding yourrole by providing various individual and group activities on the dayto challenge and train you. It’s also an excellent opportunity tonetwork with other External Verifiers.Sector trainingWe hold sector training events for each new NQF qualification. Thesector training events are led by the Chief Verifiers and the purposeis to ensure that all External Verifiers involved are achievingconsistency of assessment and verification. This will help toguarantee that the standards are being interpreted correctly andconsistently and will identify any training issues that need to beaddressed.

NVQWeb: www.ncfe.org.ukEmail: info@ncfe.org.ukIt’s a contractual requirement that you attend and you’ll beunable to verify the qualification until this training has taken place.However, there may be an exceptional reason why you can’t attendand you should contact the appropriate External Quality AssuranceOfficer to discuss this.The sector training day will run from 11am to approximately3.30pm depending on the amount of material and the numberof qualifications to look at on the day. This will be decided by theChief Verifier.The day is spent discussing the new qualification and looking atthe different learning outcomes. The Chief Verifier will outline anyspecific areas to which you must pay particular attention, and as agroup you’ll discuss the different types of assessment methods thatcentres may use and agree how you’d externally verify them.Samples of candidate work will be scrutinised for validity, reliability,authenticity, sufficiency and currency. A group consensus must bereached and the final decisions will be made by the Chief Verifier.One not achieved, minimal competence and exceptional whole unitwill be standardised for each qualification and should be made upof a variety of whole units. Over time all mandatory and optionalunits for each qualification will be standardised.The standardisation event will cover a range of individual and groupactivities and findings must be recorded on the individual or groupstandardisation form. The individual activities must be completedindependently by you, and your findings will be reviewed by theChief Verifier.StandardisationWe hold standardisation events for each existing NQF qualification.The standardisation events are led by the Chief Verifiers and thepurpose is to ensure that all External Verifiers involved are achievingconsistency of assessment and verification. This will help toguarantee that the standards are being interpreted correctly andconsistently and will identify any training issues that need to beaddressed.It’s a contractual requirement that you attend and you’llbe unable to verify the qualification until this traininghas taken place. However, there may be an exceptionalreason why you can’t attend and you should contact theappropriate External Quality Assurance Officer to discuss this.The standardisation day will start at 11am and finish at either3.30pm or 5pm depending on the number of qualifications beingstandardised in one day. If 3 qualifications are to be standardisedin one day, eg a Level 1, a Level 2 and a Level 3 qualification, postalexercises for one of the qualifications will be sent out to you tocomplete prior to the event. You’ll then bring your completedexercises to the event and the Chief Verifier will provide individualfeedback.08

Help for you and NCFE customersFor you…Feedback, shadowing, mentoringand quality visitsTo help make sure that we’re providing great service to our centreswe monitor the service you’re providing to centres. We do this in arange of ways:● feedback from centres● surveys● focus groups● quality visits● attendance at annual trainingDuring your first year, the Chief Verifier will provide you withcontinual support and guidance. They’ll sample your visit reportsand it’s likely they’ll accompany you on a visit (this is known as aquality visit). The External Quality Assurance team will also sampleyour reports and provide feedback on a monthly basis.Every year the Chief Verifier completes 3 quality visits. We’llrecommend which External Verifier should be accompanied onvisits based on allocations, performance and previous quality visits.We give this information to the Chief Verifiers around December orJanuary. Every External Verifier will have an accompanied visit atleast once every 3 years.The Chief Verifier is there to support you and if you’d likethem to come with you on a visit, you can request this.● standardisation events● External Quality Assurance Officers sampling your centrevisit reports● Chief Verifiers sampling your centre visit reports● feedback from the Centre Support team, BusinessDevelopment team etc● adherence to service level agreements and contractualagreements.We provide you with ongoing feedback on your performance.If you’re a new External Verifier, you’ll be offered the opportunityto shadow an experienced External Verifier and/or have a mentor. Ifyou’re an experienced External Verifier but new to working with us,you can opt out of this arrangement but it’s there if you need it.09

NVQWeb: www.ncfe.org.ukEmail: info@ncfe.org.ukRole of the Chief VerifierThe main role of the Chief Verifier is to ensure that the standardsof the internally assessed components of NCFE qualifications areconsistent across centres and External Verifiers over a period oftime. In addition they provide ongoing feedback regarding theinternally assessed elements as appropriate.Chief Verifiers are assigned to a sector area or an individualqualification, based on their expertise. They provide support andguidance to the team of External Verifiers working within thegiven sector area or qualification. This may include helping ExternalVerifiers to interpret the standards, accompanying External Verifierson quality visits and sampling visit reports.The quality visit is to ensure External Verifiers are performing tothe required standard.The Chief Verifier completes the Chief Verifier Quality Visit reportafter each visit and emails the report to the appropriate ExternalQuality Assurance Officer and the External Verifier.The Chief Verifier will provide ongoing feedback on theperformance of our External Verifiers. To do this they will sampleExternal Verifier visit reports and accompany External Verifiers onvisits. Chief Verifiers also make recommendations regardingrecruitment, training and mentoring of our External Verifiers.Ongoing support to the team of External Verifiers will be offeredby Chief Verifiers. We also have annual standardisation events ledby the Chief Verifier. The events are in place to ensure that all ourExternal Verifiers adopt a standardised approach when visitingcentres and verifying candidates’ work. This aspect of the ChiefVerifier’s work is integral to the maintenance of a coherent androbust national standard.Providing information, advisory and supportservices for centresYou need to ensure that:● centres are fully aware of NCFE's current requirements andprocedures and that they’ve received a copy of NCFE’sCentre Support Guide● centres have appropriate planning, resources, qualityassurance and recording arrangements● centres’ training needs arising from their assessment role areidentified, and appropriate provision is made to meet theseneeds● requests for advice are answered promptly and the advicegiven is based on valid and justifiable interpretations ofNCFE guidance● communication is designed to maintain effectiverelationships in the assessment or verification process● candidates have been given appropriate access toassessment. Where special arrangements are required, thecentre should follow the requirements specified in NCFE’sReasonable Adjustments and Special Considerations Policy.If any registered candidate completes the qualification in the Welshor Irish language, we’ll accommodate this within our existingverification procedures. We’ll appoint an External Verifier as usualand we’ll arrange for them to be accompanied by a Welsh or Irishtranslator on the visit.10

Approving centres to offer ourqualificationsRole of the Approval AdvisorIf a centre is already approved to offer one or more of ourNVQs then they won’t need an approval visit.If a centre is applying to offer our NVQs for the first time,they may need an approval visit. This is carried out by an ApprovalAdvisor and they’re appointed based on geographical factors. Themain purpose of the visit is to check that the centre meets NCFEapproval criteria.The application form and approval criteria are availableto download via the NCFE website (www.ncfe.org.uk).AllocationsAllocations take place only when a centre registers candidatesand this can be any time throughout the year from 1 Septemberto 31 August. Allocations are done on a session-by-session basisand we’re unable to guarantee that you’ll be allocated the samecentres the following year.The Centre Support team is responsible for allocations and willcontact you by email to ask if you’re interested in taking on acentre and qualification. You’re required to respond within 72hours to indicate whether or not you’re able to take on the centreand qualification. If the allocation is accepted, confirmation letterswill be sent out to you and the centre. If the allocation is notaccepted, another External Verifier will be contacted.Introduction to verification and the ExternalVerifier’s roleOne of the most important aspects in the quality assurance ofNCFE’s NVQs is verification. This is the process by which NCFEconfirms that assessment decisions in its approved centres are:● made by competent Assessors● the product of sound assessment practice● recorded accurately● in accordance with the requirements of the qualification.The 2 types of verification required to confirm the above are:● internal verification, which is arranged and carried out bythe approved centre and is a requirement of centre approval● external verification, which is arranged by NCFE and carriedout by you, in order to ensure that assessments are inaccordance with nationally agreed standards.Once you’ve accepted an allocation the details will appear on ReportWriter within 24 hours. It will show under the new products tabunder the appropriate session. Once you receive your confirmationletter you’re required to contact the centre within 72 hours tointroduce yourself and discuss with the centre when they’d liketheir first verification visit. It’s useful to ask if this is the first timethey’re offering this qualification as they may need additionalsupport and guidance in the first year.You must not make a verification visit to a centre unless they havecandidates registered and the details are available on Report Writer.11

NVQWeb: www.ncfe.org.ukEmail: info@ncfe.org.ukRole of the External VerifierAs an External Verifier you form a vital link between the centre andNCFE, acting as our quality assurance agent to ensure systems aremaintained. This is a vital role in ensuring candidates continue toachieve the national standard.In your role as External Verifier you’re required to perform 4 mainfunctions:● review assessment and internal verification decisions bysampling candidates’ work● submit Report Writer claim forms once a month only● attend annual training, sector training and standardisationand other meetings and events as required● assist the Chief Verifier in finding suitable portfolios forstandardisation● sign and return certificate claim forms within 5 workingdays of receipt● share good practice.● monitor procedures to ensure the centre’s internalassessment and verification decisions are in accordancewith NCFE requirements● maintain records of visits and provide feedback to NCFEin the form of a report● provide information, advice and support to centres.We ask that you make sure that you:● make initial contact with centres within 72 hours ofreceiving the allocation● enter planned visit dates into Report Writer within 24 hoursof arranging the visit● carry out a programme of visits to centres and reportfindings using Report Writer within 5 working days of thevisit● sample centres’ assessments and monitor procedures toensure that the decisions are in accordance with NCFE’srequirements● send the visit report to the Head of Centre/Principal,Programme Contact and Chief Moderator within 5 workingdays of the visit● provide centres with up to date information, support andadvice during and in between visits as required within 72hours of contact● alert NCFE to changes within centres which might affecttheir approved status● maintain an understanding of the NVQ Code of Practice andrelevant Assessment Strategies produced by the Sector SkillsCouncils12

Requirements and expectationsWhilst carrying out business on behalf of NCFE, you’re expected to:● respond to all emails within 72 hours● respond to all phone calls within 72 hours● respond to all written notification within 72 hours● complete and submit reports to NCFE within 5 working days● inform the External Quality Assurance team whenyou’ll be away on holiday or unable to meet the above● submit claim forms within 3 months from the date thatthe expense was incurred● complete claim forms accurately in accordance with theguidance provided, ensuring that all receipts are attachedand authorisation codes are quoted where required● apply for authorisation for overnight stays● apply for authorisation for journeys over 300 miles● attend training events/conferences. These are mandatory. Ifyou arrive late or leave early you may not receive payment● ensure that you’re fully conversant with, and follow, allsystems, necessary work processes and documentationas detailed by NCFE to prescribed standards● ensure that all relevant documentation issued by NCFE isread and fully understood● carry out duties with professionalism, courtesy, honestyand confidentiality● maintain an excellent standard of customer service at alltimes with centres to promote a positive image of NCFE● observe equal opportunity and health and safetyrequirements as communicated by NCFE and any ofits centres● ensure regular contact with allocated centres andcommunicate progress to NCFE within agreed timescales● observe stipulated service level agreements● maintain an understanding and commit to continuingprofessional development (CPD) to ensure professionalknowledge, skills and experience are kept up to date asrequired by the qualification(s) and refer any queries aboutstandards to NCFE, so that a national standard is maintained● keep abreast of developments in education, training,assessment and quality matters13● keep abreast of current information and guidance issuedby the regulatory authorities (QCA, SQA, CCEA, DCELLS).

NVQWeb: www.ncfe.org.ukEmail: info@ncfe.org.ukOrganising and carryingout visits to centresMaking contact with the centreand planning visitsWhen you’ve accepted an allocation you’ll need to make contactwith the centre to introduce yourself and arrange a time for thefirst visit. It’s important that the arrangements made areconvenient for the centre and that the timing is appropriateto the planned schedule of course delivery.Within 24 hours of arranging a visit you’ll need to enter theplanned visit date, time and any additional notes into ReportWriter. (The additional notes box is only for changes to theProgramme Contact details or to inform us if you’re visitinga satellite centre.)At least 3 weeks before the visit you must send our standard letterby post or email to the Programme Contact confirming the agreeddate, an outline schedule for the visit and, if required, whichcandidate portfolios you’d like to sample using the CandidateStatus report. (For further guidance on using Report Writer pleaserefer to the Report Writer User’s Manual.)This confirms to the centre what will be covered on the visit.It is advised that you keep a record of all your correspondenceto centres to avoid any queries at a later date.If you require any portfolios to be photocopied in advance of thevisit for the purpose of standardisation, you should ask the centreat this stage and ensure that the portfolio release agreement formis completed. NCFE will reward centres which provide portfolios forinternal standardisation.If the visit date or time needs to be rearranged you’ll need toupdate the planned visit date in Report Writer. It’s important thatyou enter the details into Report Writer so that the whole processcan be followed and centres can receive confirmation of therearranged visit from us.Cancelling visitsYou and the centre should make every effort to ensure a visit takesplace as agreed. If you’re unable to carry out a visit for whateverreason you must inform the Programme Contact at the centre assoon as possible and cancel the planned visit date in Report Writer.Every effort should be made to arrange an alternative date with thecentre and you’ll need to update Report Writer with thisinformation.If a centre cancels a visit on the day of the visit without a validreason, NCFE reserves the right to charge the centre for that visit.If this occurs, you should contact the appropriate External QualityAssurance Officer to discuss this.External verification visitsAll centres offering NCFE NVQs have been approved to do so onthe strength of the resources available to support assessment, thecompetence of staff involved in the assessment process and thesystems and procedures in place in the centre. In order to ensurethat these criteria are maintained, you’re required to visit yourallocated centre(s) twice each year, although this may varydepending on centre activity, the length of the qualification andwhether the centre has been awarded Direct Claim Status (DCS).(See page 17 for more details on DCS.)For centres who register large groups of candidates per academicyear, additional visits are available free of charge:● 1 to 500 candidates – 2 verification visits free of charge● 501 to 2,000 candidates – 3 verification visits free of charge● 2,001 to 4,000 candidates – 4 verification visits free ofcharge● over 4001 candidates – 5 verification visits free of charge.Additional visits are only charged if they’re above the standardallowance mentioned above.14

Carrying out the first or second visitThe purpose of the visit is to verify and check the internal qualityassurance systems, and to ensure that the centre is interpreting thequalification standards correctly. You’ll monitor the quality andconsistency of any assessment decisions made at this point andreview the internal verification taking place within the centre.In addition, you’re also required to review the centre’s schemeof work for the qualification, to ensure that the learning andassessment are being delivered effectively and to also check theCVs of staff involved in the delivery of the programme, in line withthe occupational competence criteria set by NCFE. You’ll also berequired to sample any candidate portfolios ready for verification.Please ensure that you wear your NCFE name badge and takeup to date copies of the Qualification Specification, CandidateInformation Pack, Directory of Products and Services, Centre SupportGuide, previous visit report (if available) and any otherdocumentation you may find useful.During all centre visits you should aim to:● meet the Programme Contact and check that anyrecommendations agreed in the action plan of the previousExternal Verification Visit report have been carried out● meet the course team, including the Internal Verifier, todiscuss delivery, assessment and quality control of thequalification(s)● discuss any difficulties encountered with assessment or theassessment process● review the resources the centre uses or proposes to use inthe assessment process● review the effectiveness of recording and tracking systems● sample candidate portfolios to ensure verification andassessment processes are being adhered to, and identifyany potential issues prior to subsequent visits● provide information, support and guidance to ensure thecriteria set by NCFE for the delivery of the qualificationare being met15● make arrangements with the Programme Contact forsuitable space to carry out your verification activities.Where portfolio evidence has been captured on video, DVD, CD,or any other technological means, centres must provide the correctequipment to enable you to listen to or view candidate work.Centre visits normally take place on one site and it’s theresponsibility of the Programme Contact to ensure that theappropriate personnel, records and candidate evidence are madeavailable on that particular site. However, it’s good practice for youto rotate the site visited on each occasion where more than onesite is involved in the delivery of the qualification.Feedback must be given at the end of the visit and should include:● recognition of good practice● encouragement of the continuation of quality assessment● identification of any areas of concern that require furtherdevelopment and formulation of an action plan so thereare no surprises when the centre receives its report● a check of the certificate claim form to ensure that it meetsthe 10 week rule criteria and that it’s been completedcorrectly by centre staff and has been signed by both theInternal Verifier and External Verifier. Where centres havebeen awarded DCS only the Internal Verifier’s signature isrequired.Sampling portfoliosand centre approval criteriaThe process of external verification focuses on sampling the workproduced by candidates that has been internally assessed by theTutor/Assessor, and subsequently internally verified by the InternalVerifier. It’s your responsibility to ensure that candidates’ workmeets the national standard by sampling a random selection ofcandidate portfolios.The sample size is the square root of the totalnumber of candidates, at a minimum samplesize of 5 portfolios.This rule must be applied to each qualification, ie where a subjectis offered at more than one level, a sample must be requested foreach of the levels to be verified. It’s important that all levels,assessment locations (eg satellite centres), Assessors and InternalVerifiers are sampled.

NVQWeb: www.ncfe.org.ukEmail: info@ncfe.org.ukAs well as verification of candidate portfolios, it’s also yourresponsibility to ensure that the criteria upon which the centrehas been approved to run an NCFE NVQ are upheld. These criteriacover resources available within the centre to support assessment,staff competence and overall systems and administrativeprocedures.Action plansAn action plan should always be agreed with centre staff duringthe visit. Any aspect of the process that requires attention mustbe stated in the action plan.A reference is made to the previous action plan in Section 2 of theExternal Verification visit report. This should be reviewed during thevisit so that previous action points can be closed out and anyoutstanding actions highlighted on the current report form.Recommendations relating to the quality of the centre’s practicesare required in the final section of the action plan. You’ll also needto make a decision regarding the centre’s ability to continuerunning the qualification.SanctionsThere’s a tariff of sanctions created by QCA to deal with approvedcentres whose NVQ management, assessment and qualityassurance systems fail to meet the centre approval criteria. Thetariff is designed to ensure:● a transparent, fair and consistent response by all awardingbodies when specific shortcomings are found at theirapproved centres● public confidence in the quality assurance and controlarrangements underpinning NVQs.There are 5 levels of sanctions that could be applied to a centredepending on the situation. During your visits to centres you’ll berequired to indicate whether a sanction should be applied. This willthen be followed up by the External Quality Assurance Officer. As aresult you’ll need to be familiar with the levels of sanctions and thereasons why they’re imposed. Full details will be covered duringtraining sessions and full reference is made in the NVQ Code ofPractice.Reporting on the visitReports should be completed as follows:● all sections should be completed providing as muchinformation as possible● reports should be proofread for any spelling or grammaticalerrors● Programme Contact information should be completed in full,be up to date and include the email addresses of the Headof Centre and Programme Contact. If not, this informationshould be entered into Section 12 of the visit report as anaction for NCFE● you should make sure that there’s a clear action plan thatindicates the action required, who’s responsible for it andthe completion date. The actions should be referenced tothe relevant sections of the report● you should detail any comments or requests for informationregarding additional products and services that we offer insection 12 under the action for NCFE. This is an ideaopportunity for us to follow up these requests● you must confirm whether or not the centre may continueto offer the qualification.The contents of the report should be agreed with centre personnelduring the visit, the final version holding no surprises andaccurately reflecting the outcome of your findings on the day.Reports must be completed on Report Writer within 5 workingdays of the visit date. The Chief Verifier reviews a random sampleof reports throughout the year to maintain quality standards. TheExternal Quality Assurance Officer is also responsible for samplingyour visit reports and detailed feedback is provided to those whichare sampled on a monthly basis.16

Advisory/support visitsThere may also be a requirement for you to carry out anadvisory/support visit to a centre prior to approval, or an additionalvisit once the centre has had its entitled number of visits.Centres may request an additional visit or an advisory/supportvisit, at their own expense. Centres must complete the additionalvisit request form or support/advisory visit request form availableon the NCFE website, which will be emailed to the relevant CentreSupport Assistant who’ll contact you to confirm that the visit cantake place. You must not make any additional visits or supportvisits without being notified by NCFE that this has been authorised.Postal VerificationIn some instances we offer the option of postal verification tocentres eg if they’ve had their 2 external verification visits andstill have a small number of candidates portfolios outstanding.The centre would request postal verification via thewebsite and the Centre Support Assistant will nofity you.Direct Claim Status (DCS)DCS is available to all centres offering any qualification, egqualifications on the NQF, National Awards, Customised Awardsand National Partnership Awards.NCFE will honour DCS awarded by other awarding bodies forcentres that are transferring to NCFE. For example, if a centre hasDCS for Level 2 NVQ in Advice and Guidance by City and Guilds,on transferring to NCFE they’d be automatically awarded DCS.How DCS is awardedWhen a centre meets the quality criteria we’ll automatically awardit with DCS for the qualification. We email the Programme Contactand Exams Officer at the centre to inform them they’ve beenawarded DCS.The DCS will also show on your Report Writer under the centreand qualification so you’ll be able to see which centres have DCSfor which qualifications.Maintaining DCSIn order to maintain DCS, centres will need to make sure that theycontinue to operate to a high standard. They’re only required tohave one verification visit every 12 months, but the option ofhaving 2 visits is still available.There are no requirements for centres to keep copies of portfoliosin between verification visits. Centres must only make sure thatthere are portfolios to sample on this visit.Centres with DCS will be able to sign off their own certificateclaim forms in between verification visits, ie no requirement foran External Verifier’s signature.The DCS criteriaDCS is awarded for an individual qualification and is based onquality criteria that are measured and reported on through theexternal verification visits carried out by you.The quality criteria state that for a centre’s last 2 consecutiveexternal verification visit reports (over a maximum of an18-month period) the centre has achieved all grades ofone or 2 and completed the actions in the action plan.17

NVQWeb: www.ncfe.org.ukEmail: info@ncfe.org.ukHow to use Report Writerand claiming paymentReport WriterReport Writer is an online reporting system that allows you tocomplete your visit reports electronically. This is a streamlinedsystem that ensures consistency across reports and provides acentral storage system.In order to log in to Report Writer you’ll need your individualContracted Personnel (CP) number and unique password which wasprovided to you when you were first appointed. If you’ve forgottenyour CP number or password please contact the External QualityAssurance team on 0191 239 8106 or emailreportwriter@ncfe.org.uk and we’ll be happy to help.To log into Report Writer you need to use the following link:http://reportwriter.ncfe.org.uk/. It’s recommended that you includethis link in your favourites so you don’t have to type the link eachtime you wish to log in.It’s a requirement that all visit reports must be completed viaReport Writer. If you experience any difficulties with the system,please contact the External Quality Assurance team.To assist you with Report Writer we have produced a Report WriterUser’s Manual, which has step-by-step instructions on all thevarious functions within the system. It also has a troubleshootingguide should you experience any problems out of office hours.Claiming paymentYou must adhere to the claim form guidance provided by NCFE.The following table illustrates how claims should be submitted.Type of event How claim must be submittedExternal verification visit Complete and submit via Report WriterPostal verification Complete and submit via Report WriterAdditional visitsComplete and submit via Report WriterSupport/advisory visit Manual claim: submit by email or postAnnual trainingManual claim: submit by email or postSector trainingManual claim: submit by email or postStandardisationManual claim: submit by email or postShould you require authorisation for mileage over 300 miles, flightsor overnight accommodation regarding your verification visit, youmust contact the Centre Support team for authorisation. We’llprovide you with an authorisation code to enter onto your claimform.Should you require authorisation for mileage over 300 miles, flightsor overnight accommodation regarding a training event you’reattending, you must contact the relevant External QualityAssurance Officer for authorisation.18

Other useful informationProduct evaluationFrom time to time we may ask you for feedback on the qualificationsyou verify. This usually takes place around October or Novemberfor the qualifications which are up for extension the following year.We do this via an online survey which is also sent to centres askingif they’re happy with the qualification and if they have anysuggestions for improvement. This information is used by theSector Leaders for product development.Customer satisfaction surveyExternal Contractor satisfaction surveyThe External Contractor satisfaction survey was first sent outin July 2007 to help NCFE identify what we’re doing well andwhere we need to improve. It was so successful that we’ve decidedto send the survey out each year, as we really value your feedback.The information is collated and our findings presented to youhighlighting what we’ve already done, what we’ve got plannedand what we’d like to do.In order to measure customer satisfaction we conduct an annualsurvey with The Leadership Factor. NCFE continues to strive toprovide exceptional customer service to all our customers and avitally important aspect of this is the verification process and thecustomer contact our External Verifiers have with the centres. Everyyear we ask our customers what’s important to them and how theyfeel we are doing in relation to those areas. In 2007 our customersatisfaction was 83.8%, which puts us in the top quartile of allcompanies surveyed by The Leadership Factor. However, we don’twant to stop our progress and we’re aiming to achieve 90%by 2010.5 & 10 by 2010In order to continue our progress at NCFE we’re aiming to makemore advances over the next 3 years so that we can continue toprovide better service for our customers and better conditionsfor our staff and external contractors. NCFE’s target is to increaseturnover to £10 million by 2010, with 5% profitability. We aim todo this by way of giving better customer service, so more peoplework with us and produce better products that are more attractivein the education sector than those of our competitors.19

NVQWeb: www.ncfe.org.ukEmail: info@ncfe.org.ukPartnershipsNCFE works collaboratively with a number of carefully selectedtraining providers and producers of high-quality learning materialsto develop qualification learning materials and National PartnershipAwards (NPAs).A number of NCFE qualifications on the NQF have beendeveloped from the NPAs. Both the NPAs and the NQF qualificationsdeveloped from these are supported by high-quality materialswhich can be used to facilitate flexible learning, face-to-facedelivery, distance learning and blended learning. This gives greaterflexibility for engaging those learners who cannot usually attendfull-time courses.The learning materials are purchased by centres directly from thepartners. The NPAs are delivered using these mandatory materials.Conversely they are not mandatory for any NCFE NQF qualification,however, many centres use these optional materials to supportdelivery. Partners may use the NCFE logo on their learningmaterials.The partners NCFE works with are:● Tribal Learning and Publishing● Creating Careers Limited● Essential Training (UK) Limited● Ethos Associates Limited● 4-Learning Limited● The National Community Learning Partnership.20

EnquiriesAny enquiries relating to this publication should be addressed to:NCFECitygateSt James’ BoulevardNewcastle upon TyneNE1 4JETel: 0191 239 8000Fax: 0191 239 8001Email:Website:info@ncfe.org.ukwww.ncfe.org.ukEqual OpportunitiesNCFE fully supports the principle of equal opportunities and opposes all unlawful or unfair discrimination on the groundsof ability, age, colour, culture, disability, domestic circumstances, employment status, gender, marital status, nationality,political orientation, racial origin, religious beliefs, sexual orientation and social background.NCFE aims to ensure that equality of opportunity is promoted and that unlawful or unfair discrimination, whether director indirect, is eliminated both in its own employment practices, and in access to its qualifications.A copy of NCFE’s Equal Opportunities policy is available on request.Data ProtectionNCFE is registered under the Data Protection Act and committed to maintaining the highest possible standards whenhandling personal information.NCFE is a registered charity (Registered Charity No. 1034808) and a company limited by guarantee(Company No. 2896700).All the material in this publication is copyright.© NCFE Issue 1, March 2008. All information contained in this publication is correct at the time of printing.21

NVQWeb: www.ncfe.org.ukEmail: info@ncfe.org.ukif you have anyother questions,please contact us22

www.ncfe.org.ukRegistered Charity 1034808Company No. 2896700Where Service Matters