Catten College - Colchester

Level 2 Advice and Guidance Support

This NVQ is aimed at frontline staff who have direct contact with the customer either face to face, by telephone, email or other when giving information and advice.

The aim of this NVQ is to ensure that staff are competent and knowledgeable in the area and level of information and advice they are giving, they need to be aware of how their customer service skills impact on the customer and what effects this may have.

To undertake this NVQ there are three mandatory units and the choice of three optional units from a range of eight.

Mandatory Units:

AG 2: Support Clients to make use of the Advice and Guidance service.
AG 4: Interact with clients using a range of media.
Unit 38: Develop personal performance through delivering customer service.

Optional units:

There is a wide range of units to choose from, to enable the candidate to show competence when dealing with clients through a variety of situations.

There are units dealing direct with client information, referring clients on to other services, ensuring that information is correct, maintaining information material and supporting customer service improvements.

One optional unit is looking at working within an effective team to ensure that the team are working to the same aim to support the client and the service.

One optional unit has been taken from the Health and Social Care award, particularly looking at the person working in an area where they would be contributing to the identification of the risk of danger to individuals and others.

Click Here to Download an Application Form.

Level 3 Advice and Guidance Support

This NVQ is aimed at candidates who have direct contact with the customer when giving information, advice and guidance to clients.

The aim of this NVQ is to ensure that candidates are competent and knowledgeable in the area and level of information, advice and guidance they are giving.

Ideally the candidate will be working with a range of backgrounds and cultures giving advice and some level of guidance. The candidate would be working on a one-to-one basis primarily, action planning with the client and referring to outside organisations where applicable. Candidate may also be carrying out group work as identified in optional units.

To undertake this NVQ there are three mandatory units and the choice of three optional from a range of 13.

Mandatory Units:

AG 1: Establish communication with clients for advice and guidance.
AG 2: Support Clients to make use of the Advice and Guidance service.
AG 15: Review own contribution to the service.

Optional Units:

A wide range of units to choose from, to enable the candidate to show competence when dealing with clients through a variety of situations including some specialist units to enable the candidate to show their own specialism when working with clients.

Dealing direct with client information, referring clients on to other services, ensuring that information is correct, maintaining information material and supporting customer service improvements, action planning with individuals and reviewing those action plans.

Candidates who work within networks and partnerships and can show competence will be able to work towards ‘Liaising with Other Services’ to the benefit of the client.

Specialist units:

Facilitate learning in groups
Ensure your actions reduce risks to health and safety
Enable learning through demonstration and instruction.

Click Here to Download an Application Form.