Learner Assessment

QNUK Level 2 Certificate in

Spectator Safety (RQF)
603/6381/2
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Notes to learners:
 Answer ALL questions
 Complete the assessment yourself
 Please complete your answers in legibly and in pen or you may complete the assessment online
 Any additional sheets should be attached to the back of the assessment and clearly identified
 Make sure your details are correct and that you have signed to confirm the work is your own
 We recommend taking a copy of your work before submitting
 Submit your completed assessment to your Assessor
 You may resubmit your work once for further marking

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Introduction
Thank you for choosing this qualification.

The QNUK Level 2 Certificate in Spectator Safety (RQF) is on the regulated qualification framework for
England.

This qualification is recognised by the Sportsground Safety Authority (SGSA) and provides holders of the
certificate the knowledge and skills required to work as a steward or marshal at public events. Including
how to prepare for spectator events, assist with the movement of spectators and deal with crowd issues,
help to manage and resolve conflicts and how to deal with incidents at spectator events. Knowledge of
team working and supporting the work of their organisation is also covered.

Achieving the Qualification

This qualification consists of five mandatory units:

Unit No. Unit Title

A/618/3587 Prepare for Spectator Events
F/618/3588 Assist with the Movement of Spectators and Deal with Crowd Issues at Events
J/618/3589 Help to Manage and Resolve Conflicts
A/618/3590 Deal with Incidents at Spectator Events
J/618/3592 Support the Work of Your Team and Organisation

To achieve this qualification, you must achieve all mandatory units.

You must also provide evidence of completion of:

 The ACT Aware counter terrorism e-learning.

 A Level 3 regulated First Aid Qualification or confirmation from an approved training organisation
that you have attended and been successful on a course. Examples of acceptable evidence are
provided on page 3

Completing the Workbook

This workbook is divided into 4 sections:

1. Evidence of completing the ACT Aware counter terrorism e-learning

2. Evidence of competing and passing a Level 3 regulated First Aid Qualification
3. Knowledge section, comprising of questions and answers to be completed by you
4. Workplace assessment, which includes observations of your performance in the workplace by your
assessor, supervisors and qualified colleagues.

Each unit consists of learning outcomes and assessment criteria (AC) which you must achieve to show you
have met the requirements of the qualification.

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1. ACT Aware Counter Terrorism E-Learning Certificate (please attach it here)

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2. Confirmation of First Aid Training and competence (please attach it here)

Acceptable evidence

 Any accredited Level 3 Award in Emergency First Aid at Work

 Any accredited Level 3 Award in First Aid at Work
 Any accredited Level 3 Award for First Aid Responders
 Any accredited Level 3 Pre-Hospital Qualification
 Written confirmation from an approved training provider that you have
attended, successfully passed, and are awaiting certification for any of the above
First Aid qualifications.

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3. Knowledge Section

Unit 1: Prepare for Spectator Events (A/618/3587)

LO1: Understand how to prepare for stewarding activities

1 State the legal, organisational and venue requirements covering the type of event you AC1.1
are involved in.
Legal requirements:
Some of the requirements under Legal requirements include health and safety
checks (risk assessments, equipment), and another requirement is the licensing Act
2003 (age restrictions, alcohol, public nuisance).
Organisational requirements:
Every member is expected to have Training qualifications, Licenses. Other
requirements by the organization include Inductions, Uniforms, as well as values
and standards.
Venue requirements:
One has to be familiar with the area and facilities.
One has to always put on a happy and smiling face

2 Give 2 examples of relevant guidance documents on safety at events. AC1.2

There is the green guide which is the guide to safety at sports ground and there is
also the purple guide which is a guide for outdoor events such as festivals.

3 Explain the importance of the event and venue registration procedures. AC1.3
Customer service such as Ticket checking, showing people to their seats,
answering questions and ensuring the safety of customers.
4 Explain the importance of attending the pre-event briefing. AC1.4
The list includes to be given equipment for communicating. Others include, for
familiarization purposes, to understand health and safety techniques, to understand
code words and to be given roles and allocation.

5 Explain the importance of receiving, looking after and returning identification and other AC1.5
resources.
It is important to receive, look after and return identification and other resources
for reasons which include, to prevent fraud and unauthorised access, to prevent
unnecessary financial cost as equipment are expensive.

6 Explain the importance of pre-event routines and timings. AC1.6

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For familiarization with the venue, for health and safety reasons, to look for
suspicious people that have want to cause harm, for rehearsal purposes, and to
ensure the venue is safe and open to the public.

7 Describe the pre-event routines and timings. AC1.7

One should arrive at the venue in good time, then sign in to register their
attendance, then attend the pre-event briefing and safety checks. Then check
equipment are in good state and function, then collect equipment such as jackets,
radios e.t.c.

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8 State the information to be noted at the pre-event briefing. AC1.8

One should take note of potential threats and hazards, one should take note of
stewarding procedures, one should take note of venue rules and regulations, and to
take note of relevant code words.

9 Describe emergency procedures, assembly points and messaging. AC1.9

Emergency procedures can include calling all stewards to move to phase 5 which
means to stand up and get ready for further instructions, most times this emergency
procedure is announced by the stadium control room. Other codes can include
code green, code black, code white e.t.c. For example, in the case of a fire attack,
one has to assemble in a safe place that is far enough from the incident and safe to
evacuate from. It is essential to use code words to communicate with colleagues
(messaging) to avoid panicking.

LO2: Understand how to identify and respond to hazards

10 Describe the process and the legal and organisational procedures for checking AC2.1
equipment.
One checks if the equipment id functional, in safe condition. For equipment such
as fire extinguishers and first aid, one has to be sure they are in the correct
location.

11 Explain the importance of not disrupting stakeholders when carrying out the checks. AC2.2
Disrupting stakeholders can cause people to panic, can cause one to miss most
things, can cause delay in opening of the stadium, can even cause damage to
company’s reputation.

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12 Describe what to look for when checking for threats and hazards. AC2.3
When checking for threats and hazards, it's important to consider both physical and
non- things like fire, weather conditions, and structural issues. One should take
note of things like crowd behavior, panic, and stampedes. It's important to consider
the likelihood of a hazard occurring and the potential consequences. If a hazard is
determined to be likely and with high potential consequences, then additional steps
should be taken to mitigate the risk.

13 Describe the legal and organisational procedures for identifying and assessing the AC2.4
seriousness of threats and hazards.
Risk assessment, one has to know how severe the situation is, then secure all the
area by whatever means possible, then one has to report to a supervisor or to the
control room.

14 Describe the correct action to take for each of the types of threats and hazards listed. AC2.5
Safety hazards: Perform a risk assessment and consider the
seriousness of the situation and secure the area.
Make a report to the supervisor.
Security hazards: Perform a risk assessment and consider the
seriousness of the situation and secure the area.
Make a report to the supervisor.
Fire hazards: First action is to protect one’s self and others. The
next thing is to report the situation to the
supervisor, and then determine whether it's safe to
attempt to extinguish the fire. If the fire is small and
contained, one may be able to put it out with a fire
extinguisher. if the fire is large or out of control, it's
important to evacuate the area immediately and
await further instructions.
Hygiene hazards: One would identify and make a report to the
supervisor
Faulty emergency equipment: One would identify and make a report to the
supervisor

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15 Explain why it’s important to communicate with people and colleagues clearly. AC2.6
It saves time and lifes, it also gives room for procedures to be followed correctly.

16 Describe the sort of action which could endanger themselves and others. AC2.7
This includes not following procedures, leaving one’s duty post, ignoring
instructions, having no regard for authority, being of unruly behavior and being
drunk or high on substance during duty sessions.

17 State the correct reporting procedures for the types of physical hazards listed above. AC2.8
One would make a report to one’s supervisor via a radio or an emergency radio or
to the control room. One also has to make a note of all the details and be genuine
and transparent about it.

18 Explain the criteria used to assess threats and hazards. AC2.9

One would first identify the hazards and decide who might be harmed and evaluate
the risks and the make a report to the supervisor.

19 Describe the current levels and types of terrorist threats relevant to crowded places AC2.10
using guidelines issued by the National Counter Terrorism Police.
Threat Levels (1 = Lowest, 5 = Highest) Describe 2 types of threat

5.Critical 1.IED - Improvised explosive device

4.Severe
3.Substantial 2. Cyber Threat Hacking
2.Moderate
1.Low

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Unit 2: Know How to Assist with the Movement of Spectators and Deal with
Crowd Issues at Spectator Events (Y/618/2706)
LO1: Understand how to control the entry, exit and movement of people at events

1 Describe the tools and techniques available to help monitor crowd conditions. AC1.1
Clickers is a major tool in monitoring crowd conditions, it is a handheld device
that is used to count the number of people in a crowd. It works by emitting an
infrared beam that is reflected back to the device, which then counts the number of
times the beam is interrupted.

2 Describe methods of safely controlling queues. AC1.2

One common tool is the use of barricades or crowd control barriers. These can be
used to create a safe and orderly environment, and can help direct the flow of
people. Another tool and techniques is the use of megaphones or other sound
amplification devices, as well as signage and visual cues to help direct people.

3 Explain your organisation’s procedures to carry out the search. AC1.3

A search policy should be displayed at the entrance of where people are to be
searched, it is important to search people of the same gender. Access must be
given by the customer before one begins a search on them without being overly
intrusive.

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4 Explain the reasons for carrying out the search. AC1.4

- Ensuring the safety of staff and visitors.
- Protecting the security of the organization.
- Detecting and preventing crime.
- Maintaining compliance with laws and regulations.
- Safeguarding company property.
- Protecting intellectual property.
- Ensuring employee productivity.

5 Explain the importance of explaining to client groups the reasons for carrying out the AC1.5
search.
Explaining to customers before carrying out a search because it helps to build trust
and ensure that the search is conducted in a respectful and reasonable manner.
Customers should be aware of their rights, such as the right to know the purpose of
the search, the right to privacy, and the right to refuse a search if they feel it is
unreasonable. Informing customers of these rights helps to ensure that they are
treated fairly and with respect, which can help to maintain a positive relationship
between the organization and its customers.

6 Explain the procedures to follow if client groups refuse permission to search. AC1.6
If a client refuses to be searched, he/she would not be granted access to the
building or venue. In the event of this, one would have to report to the supervisor
and await further instructions.

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7 Identify unauthorised and prohibited items. AC1.7

Unauthorised items Prohibited items
Umbrellas Knives
Ipads Swords

8 Identify potential places for concealing these. AC1.8

Unauthorised items Prohibited items
Hoods Hoods
Bags Bags

9 Explain how to respond to any occurrence in accordance with legal and organisational AC1.9
procedures.
Unauthorised items Prohibited items
Client would have to surrender items Client would have to surrender access
before gaining access to the venue and be reported to the police

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10 Explain when to report and/or pass on issues relating to unauthorised and prohibited AC1.10
items.
One would have to make a report and pass on issues to a higher authority when
one notices or as identified items that should either be surrendered or confiscated.

11 Describe the venue and legislative requirements for greeting and admitting client groups. AC1.11
Venue requirements:
One has to be familiar with the area and facilities.
One has to always put on a happy and smiling face
Legislative requirements:
Payment before entry if necessary.
Prohibited/Unauthorized items won’t be allowed entry

12 Describe the venue and legislative requirements for refusing entry and trespass. AC1.12
Venue requirements:
I would grant access to those who have tickets and refuse entry to those who I
perceive would be of a threat and unruly behavior towards other people in the
venue.
Legislative requirements:
Prohibited/Unauthorized items won’t be allowed entry.

13 Describe the venue and legislative requirements for supervising the safe exit of client AC1.13
groups.
Venue requirements:
I would supervise a safe exit by communicating clearly and using hand signals to
direct those leaving.
Legislative requirements:
Kealth and Safety
Safeguarding.

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14 Describe the type of information client groups may need to know when being admitted AC1.14
and/or refused entry.
Most times client groups would want directions to where their seats are located,
one can help by directing them. Some can also need directions to use some
facilities such as the rest rooms or where they could lodge complains.

15 State when to refer client groups to another source of information. AC1.15

If I have a set of clients requesting for an information I have no idea of, It is very
important I refer them to the department or body that would provide the best
answer to their request or complain.

LO2: Understand how to deal with crowd issues

16 State potential crowd issues that may occur in your designated area. AC2.1
Unlawful behavior
Over crowding
Crowd distress
Vehicle
Antisocial behavior.

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17 Identify methods of assessing and reporting crowd issues. AC2.2

When one is accessing crowd issues one has to be sure of its seriousness and know
if anyone would be harmed in the process. Then one has to make a report to one’s
supervisor or to the control room using a phone, an emergency phone or even
reporting verbally.

18 Describe basic conflict management techniques and defensive tactics. AC2.3

Conflict management techniques:
One has to show empathy and try to build a rapport with those involved.

Defensive tactics:
The defensive tactics I would use include standing back at a safe distance, so I am
not the way of any possible kicks or strikes. Providing an exit route and calling for
support when needed.

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19 Explain why it is necessary to follow instructions given by the control room or supervisor. AC2.4
It is necessary to follow instructions to follow policies and procedures correctly
which are there to keep everyone safe. This is also a condition of our employment.

20 Describe the type of action which might endanger yourself or other client groups. AC2.5
There are different actions that could endanger one’s life or client groups, and they
include leaving one’s duty post, ignoring instructions, having no regard for
authority, being of unruly behavior and being drunk or high on substance during
duty sessions.

21 Explain the importance of communicating clearly and calmly with client groups and AC2.6
colleagues.
The importance of communicating clearly with client groups is for them to
understand instructions, it also helps them to manage expectations and to provide
reassurance if an incident happens.

22 Explain how to communicate clearly and calmly with client groups and colleagues. AC2.7
To communicate clearly one would use a non-defensive body language and a
natural eye contact and may need to move them to a quieter area, one’s verbal tone
has to be calm and quiet.

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23 Explain the importance of equality and diversity in your role. AC2.8

It helps to create a fair and just environment for all. When there is equality and
diversity, everyone has the same opportunity to be heard and to participate. This
helps to prevent the development of conflicts based on unfair treatment.

24 Describe the importance of crowd management skills. AC2.9

Crowd management skills are important because they help to ensure the safety and
well-being of everyone involved. It helps to be able to assess a situation and
identify potential risks, to communicate effectively with large groups of people,
and being able to think and act quickly in an emergency.

25 Describe how to use crowd management skills within organisational procedures AC2.10
One manages the crowd by being vigilant and identifying potential problems
whilst asserting a desired level of authority and defusing situations before they
escalate.

26 Describe the correct procedures for updating the control room and/or supervisor AC2.11
One could make use of emergency phones and explain the situation of things in a
clear and calm manner and to always update if the situation changes, one could
also make notes in notepads.

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Unit 3: Know How to Help Manage and Resolve Conflicts (D/618/2707)

LO1: Understand how to engage with client groups in conflict situations

1 Describe how to communicate with client groups who may: AC1.1

Be cooperative:
I would be very polite and professional towards them, I'll be calm and confident while
speaking to them.
Be uncooperative:
I’ll be assertive and confident with my approach, although ill still show empathy towards
them.
Be intoxicated:
Ill speak to them in a slow and clear manner.
Be emotional:
One will communicate with them professionally by showing a lot of empathy and
compassion. In one’s words one would try as much as possible to reassure them.
Have limited understanding of English:
The use of sign languages or speak with their friends who can easily interpret to them.
Have additional communication needs:
Nonverbal communications and signs.
Have different physical needs:
I would be very polite and professional towards them, I'll try as much as possible to be
calm and confident while speaking to them in a very clear manner

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2 Describe the types of conflict situations that are likely to arise. AC1.2
Poor customer service
Unfriendly staff

3 Identify the correct responses for each of these types of situations. AC1.3
Poor customer service - One would listen to or read the customers complain and
take a moment to process the criticism. Thank the customer for their feedback.
apologize and reiterate your understanding of the issue, then determine what action
one'll take to address the problem.

Unfriendly staff- One needs to be open to the employee's perspective. To show

empathy and genuine care. Give positive feedback when it's deserved.

4 Explain the role of effective communication in reducing conflict. AC1.4

Effective communication can promote understanding and empathy, which can help
to resolve conflicts that do arise. By listening to one another and truly hearing
what is being said, people can find common ground and work towards a resolution
that is beneficial for everyone involved.

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5 Explain the importance of showing respect for client groups, their property, their rights AC1.5
and their needs.
Respect is a key component of effective communication and conflict resolution.
Showing respect for others, their opinions, and their feelings can help to create a
positive and productive environment. Showing respect can foster an open and
honest communication, trust and understanding and a positive and supportive
environment.

6 Explain how to use non-discriminatory and non-offensive behaviour and language to AC1.6
manage conflict situations.
To begin with, one needs to avoid making assumptions or generalizations, and to
focus on the specific behavior or issue that is causing the conflict. It's also
important to be respectful, calm and patient, even when the other person is not
being respectful.

7 Explain how to use non-verbal communication to manage conflict situations. AC1.7

One would need maintain eye contact and keep body language open and relaxed,
using a calm, neutral tone of voice is also important as well. One need show that
he’s listening by nodding and using other non-verbal cues for affirmation.
LO2: Understand how to follow procedures to resolve conflict situations

8 Describe methods of assessing risk in conflict situations. AC2.1

One would use a dynamic risk assessment by checking the environment one is
working in and making sure it is safe. One then looks at the subject or individuals
involved and if there is anything nearby which can be used as a weapon.

9 Explain the importance of understanding client group needs and perceptions. AC2.2
By understanding a client group's needs, one can identify what they value and what
they're looking for. By understanding their perceptions, you can anticipate how
they might respond to different options or proposals. This information can help
you tailor your approach to their specific needs and values, increasing the chances
of reaching a resolution that is mutually beneficial. Additionally, understanding
client groups can help build trust and rapport, which is crucial for effective conflict
management.

10 Describe ways of maintaining own personal safety. AC2.3

It's important to remain calm and composed, even in difficult or high-pressure
situations. One should also be aware of his own personal boundaries and
limitations, and know when to take a step back from a situation. Additionally, one
should be able to communicate clearly and effectively, and be prepared to listen to
others and understand their perspectives. Finally, you should know how to seek

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support and assistance from others when needed, and know when to remove
yourself from a situation that is becoming too dangerous or out of control.

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11 State the incident management procedures. AC2.4

In the case of a fire outbreak, one has to alert the supervisor on duty or the control
room who then activates the fire alarm. It's important to evacuate the building as
quickly and safely as possible and to make sure all employees know the
emergency exit routes and follow them, after which they can then call the fire
department. Once out of the building, everyone should move to a safe distance
away from the building and await further instructions from the fire department.

12 Identify methods of collecting information. AC2.5

Interviewing witnesses
Notebook
CCTV cameras
Colleagues.

13 Explain the importance of recording and reporting information. AC2.6

Recording and reporting information is a crucial part of conflict management for it
allows one keep track of the progress of the conflict resolution process and identify
any areas that need improvement. Secondly, it provides a record of events that can
be used as evidence if needed. Thirdly, it helps to ensure transparency and
accountability by making sure that all parties involved are aware of what is
happening and have access to the same information. Finally, it can help to prevent
misunderstandings and miscommunication by creating a clear record of what has
been said and done.

Unit 4: Know How to Deal with Incidents at Spectator Events (H/618/2708)

LO1: Understand how to deal with incidents as spectator events

1 Outline basic principles of risk assessment. AC1.1

To begin with, one has to Identify the potential risks. the next step is to analyze the
likelihood and impact of the risk. All relevant information about the risk should
then be reported to the supervisor.

2 Outline the types of incidents that may occur. AC1.2

Fire Outbreak
Crowd Mismanagement
Unauthorized break-ins and theft
Terrorism
Chemical spillage
Environmental Incident such as Bombing.

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3 Describe the organisation's incident management procedures. AC1.3

In the case of a fire outbreak, one has to alert the supervisor on duty or the control
room who then activates the fire alarm. It's important to evacuate the building as
quickly and safely as possible and to make sure all employees know the
emergency exit routes and follow them, after which they can then call the fire
department. Once out of the building, everyone should move to a safe distance
away from the building and await further instructions from the fire department.

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4 Describe the procedures involved in dealing with incidents promptly, calmly and AC1.4
correctly.
One shouldn’t show any form of panicking or overreaction as this can make the
situation worse. One would need to assess the situation whilst protecting one’s
own safety, and then give a report to the supervisor who then gives instructions of
the procedures to follow. One should always communicate with colleagues as
well, and most importantly to always maintain one’s own safety before making
sure others are safe.

5 Describe the procedure to request qualified assistance. AC1.5

If one notices a fire at work, one has to call the fire department immediately to
make a report. When speaking with the fire marshal, one has to be clear and
concise. One needs to share with them the location of the fire, the size of the fire,
and whether anyone is injured. One should also let them know if there are any
hazardous materials involved. One has to be completely transparent so they can
take proper action.

6 Describe how to deal with incidents before qualified assistance arrives. AC1.6
In all incidents one has to firstly ensure one’s safety before the safety of others.
One would then need to clear the place where the incident must have taken place
before informing the supervisor for further instructions

7 Explain how to protect the casualty and others involved from further harm. AC1.7
If one comes across a person who has been injured in a fire, the first step is to
make sure that myself and the victim are safe. The next step would be to assess the
victim's condition. If they are conscious, one can ask them if they are in pain and if
they are able to move. After assessing the victim, one should then take steps to
protect them from further harm which may include, moving them to a safe location
away from the fire and applying pressure to any bleeding wounds.

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8 Outline how to provide comfort and reassurance. AC1.8

To provide comfort and assurance to a person/victim one has to firstly introduce
himself, and explain to them the actions one is taking. This will help them feel
more comfortable around you, one can then go ahead to explain to them what to
expect and the benefit it does to them.

9 Outline what information is important to give to the client groups involved. AC1.9
One has to firstly introduce himself, and explain to them the actions one is taking.
This will help them feel more comfortable around you, one can then go ahead to
explain to them what to expect and the benefit it does to them . In one’s doing one
has to show a lot of empathy, calmness, confidence and expertise.

10 Outline incident reporting AC1.10

- The location of the incident.
- The time and date of the incident.
- A brief description of what happened.
- The number of people involved.
- The names and contact information of any witnesses.
- Any injuries or property damage that occurred.
- The name and contact information of the person reporting the incident.

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Unit 5: Know How to Support the Work of Your Team and Organisation
(K/618/2709)
LO1: Understand how to work effectively with colleagues

1 Explain what ‘good working relationships’ with colleagues means. AC1.1

A good working relationship with colleagues means having mutual respect for one
another by treating one another with respect regardless of differences in role,
culture and experiences. It also means having effective communication amongst
colleagues at all times, as well as collaboration. Trust and reliability amongst
colleagues can’t be over emphasized as well as this will also improve a good
working relationship amongst colleagues.

2 Describe how to establish good working relationships with colleagues. AC1.2

One can build a strong working relationship with colleagues by getting to know
them on a personal level such as asking about interest and hobbies, practicing
empathy and showing respect to team members regardless of their cultures and
background, by also being a team player when needed and most especially
avoiding any form of gossip and negativity that could give a bad impression or put
one in a bad light.

3 Explain why it is important to communicate clearly. AC1.3

It is important to communicate clearly to make intended message accurately
understood by recipients as it will reduce the likelihood of misinterpretation or
confusion. Communicating clearly improves teamwork and productivity as team
members would be better equipped to work efficiently and effectively when their
roles, responsibilities and expectations are communicated to the in a clear manner

4 Describe how to communicate with managers in the organisation. AC1.4

When preparing to communicate with a manager of an organization it is expected
that one has a clear understanding of the issue or question and have gathered
relevant information. Communicating with managers involves choosing the right
medium, honesty, respect, getting to the point quickly and avoiding any form of
jargon or complex sentences, and this should e done in the most professional way.

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5 List the duties within own area of responsibility. AC1.5

Entry gates- Responsibility here is to check tickets, direct attendees to their seats
and most importantly to manage the flow of people entering the arena.

Exit gates- Responsibility here is to manage the flow of attendees leaving the
stadium, to ensure their safety and to assist with any needs.

Seating areas- Duty here is to assist attendees with finding their seats, manage any
seating issues whilst ensuring their safety and security.

Car Parking- Responsibility here is to direct traffic in and out of the car park, to
ensure vehicles are parked in an orderly manner and to assist attendees with
finding available parking spaces.

6 Explain why it is important to carry out duties as agreed or warn colleagues in good time AC1.6
if this is not possible.
Carrying out duties contributes to an effective teamwork, builds trust and
demonstrates accountability as it ensures tasks are completed in a timely and
efficient manner. It also fosters professionalism, and if by chance one won't be
available for work/shift, it is ideal to warn colleagues ahead so as not to disrupt
workflow and allow colleagues make alternative arrangements to ensure tasks are
still completed. By doing this, one contributes to a positive and efficient work
environment where colleagues can rely on each other to complete tasks and
achieve common goals.

7 Identify situations in which help may be needed. AC1.7

Help may be needed during accidents or emergencies, help may be needed if one is
feeling unwell and needs a colleague to cover up. Help may also be needed when
one is unsure about a situation or when a requirement is not understood. It is
imperative to be aware of situations where help may be needed and to provide
support or seek assistance as appropriate.

8 Describe the importance of always asking for help and information when it is needed. AC1.8
Asking for help and information can facilitate knowledge acquisition, as seeking
information from others can provide access to knowledge and expertise that an
individual may not possess thus allowing them to learn and grow. Asking for help
can also prevent hazards and ensure the safety of colleagues, audience/crowd and
even one’s self. Asking for help also ensures that the operational workflow is not
in any way interrupted.

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9 Describe situations in which help and information may need to be provided to

colleagues.
When colleagues encounter challenges or obstacles in their work, they may need
help and information from others to find a solution. Furthermore, in a situation
whereby a colleague is sick or unwell, he’ll need the help of other colleagues to fit
in on his behalf. During crisis or emergencies, colleagues may also need to provide
help to ensure everyone’s safety.

10 Explain the purpose of team meetings. AC1.10

Team meetings are an essential tool for improving communication, problem
solving, recognition, innovation, relationship building and overall performance in
the workplace. Team meetings also gives room for Q & A sessions, where one can
make clarifications on things not understood. Overall, team meetings help improve
performance level to a high standard.

11 Explain why team discussions are important and why it is important to contribute to AC1.11
these.
Team discussions are important because they provide a platform for team members
to share insights, ideas and perspectives which can lead to better decision making
and problem solving. It also gives room to ask questions about things one does not
understand or has no knowledge of. Furthermore, contributing to the team
discussions allows individual to share their unique experiences, welcomes
creativity and innovations. All these ensure that the team is working towards a
common goal and overall improves team performance and success.

12 Describe the procedures for dealing with conflict in the organisation. AC1.12
If there is a conflict with a colleague, it is best to approach them later on when they
must have been calm, proceed to have a polite and humble one on one discussions
with them in the most respectable manner, just so conflicts like that can be avoided
in the future, but if it doesn’t work, it is ideal to report to a superior or supervisor.
Overall, dealing with conflict in an organization requires patience, empathy, and a
commitment to finding mutually beneficial solutions that promote a positive and
productive environment.

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LO2: Understand how to improve own work

13 Explain why it is important to continuously improve own work. AC2.1

Improving one’s work is essential for personal and professional growth, job
satisfaction and the success of one’s team and organization. It requires a
commitment to ongoing learning, reflection and improvement.

14 Explain why it is important to assess own work and get feedback from colleagues. AC2.2
It can be challenging to recognize one’s own blind spot or weakness, but
colleagues may be able to provide valuable insights and perspectives that can help
grow and improve. Assessing one’s work and seeking feedback from colleagues
demonstrates accountability and a commitment to excellence, which can enhance
one’s reputation and the reputation of the team and organization. Finally, feedback
from colleagues is essential for personal and professional growth, although it
requires humility and openness.

14 Explain what it means and why it is important to ‘handle criticism positively’ and why this AC2.3
is important.
Handling criticism positively requires emotional intelligence, self-awareness, and a
growth mindset. By embracing criticism as an opportunity for learning and
improvement, one can enhance their personal and professional success.

15 Identify the relevant member of staff in the organisation with whom own plan be AC2.4
planned and developed.
Training Manager
Mentor or Coach
Supervisor

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16 Describe the procedures to follow to take part in training and development activities. AC2.5
Firstly, one would have to secure where the training would take place, then go
through the trainings they have in place and the skills one would have upon
completion of the training. One then registers for the most suited training that
would give the skills one requires. After registration, one gets enrolled for the
program and is given a ‘where’ and ‘time’ the training would take place.

17 Outline how to find opportunities to take on responsibilities to develop own skills and AC2.6
knowledge.
One could start by having a conversation with one’s manager about one’s interest
in taking on new responsibilities and developing one’s skill. They may be able to
identify opportunities within one’s current role or suggest projects or tasks that
could help one grow. One could also look out for training programs such as CPD
that can help one develop new skills and knowledge. Joining professional
organizations can provide networking opportunities and exposure to ideas.

18 Outline how to develop a career development plan to help own progression. AC2.7
One can start by assessing one’s current skills and strengths, weaknesses and
interests. One can as well develop an actual plan that outlines the steps one needs
to take to achieve one’s career goals. Additionally, based on self-assessment one
can set specific, measurable, achievable, relevant, and time bound (SMART)
career goals. These goals should align with one’s interest and values.

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LO3: Understand how to help support and improve the work of own team and organization

19 Identify the values or codes of practice relevant to the work they carry out. AC3.1
These values and codes of practice are often reflected in an organization's mission,
vision, and values statements, as well as in professional codes of conduct or ethics.
By upholding these values and practices, one can contribute to a positive and
ethical work environment and promote one’s professional growth and success.

20 Identify the importance of effective teamwork. AC3.2

Team work improves productivity, innovation, better decision-making, improved
communication, greater engagement and professional development. By fostering a
culture of teamwork, organizations can tap into the collective potential of their
employees and achieve their goals more effectively.

21 Describe how improving own work and the work of their team can improve the AC3.3
organisation as a whole and the level of service that the customer receives.
Improving work processes, communication, and collaboration can lead to an
increased efficiency and higher productivity, which can benefit the organization.
By also improving the quality of decision-making through better data analysis,
critical thinking, can as well lead to more informed and effective decisions that
benefit the organization and its customers. Additionally, when employees are
committed to improving their work and the work of their team, it can lead to better
products, services, and customer experiences, resulting in higher customer
satisfaction and loyalty.

22 Explain why it is important to note customer feedback. AC3.4

Firstly, it helps businesses understand how their products or services are perceived
by their customers. Information like this can be used to make improvements and
address any issues that customers have raised. Additionally, customer feedback
can help businesses identify their strengths and weaknesses, and use this
information to develop an advantage over competitors. Finally, collecting and
analyzing customer feedback can help businesses build trust and loyalty with their
customers, which can lead to increased sales and a stronger brand image.

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23 Outline how to identify areas where the team and organisation’s work could be AC3.5
improved.
Organizations should collect feedback from employees and customers. This
feedback can provide valuable insights into areas for improvement. Secondly,
organizations should review their processes and procedures to see if there are any
areas that could be streamlined or improved. By taking these steps, organizations
can identify areas where work could be improved.

24 Identify the procedures to follow for making suggestions on how to improve services. AC3.6
Once the problem has been identified, and a possible solution comes to mind or
not. One can then communicate suggestions to the relevant personnel in the most
professional manner. One can use emails, telephones, Suggestion boxes or the
Team hub platform for these suggestions.

25 Explain why it is important to discuss own suggestions with colleagues and to take AC3.7
account of their ideas.
It is important to discuss suggestions with colleagues as their input could be more
robust than yours and they could come up with well-rounded ideas that are more
cohesive and productive. Discussing with colleagues could also provide more
knowledge as they might have more expertise and experience, their ideas would be
invaluable and they would possibly provide insights in sectors one never
considered.

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Assessor Feedback to Learner - Knowledge Section

Assessor Comments:

Further Action Required by Learner:

Additional Assessor Comments (following resubmission):

Has the learner fully achieved all knowledge sections of this Yes / No (please circle)
workbook?

Assessor Name:

Assessor Signature:

Date:

IQA Feedback

IQA Comments:

Further Action Required:

Has the learner fully achieved all knowledge sections of this Yes / No (please circle)
workbook?

IQA Name:

IQA Signature:

Date:

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4. Workplace Assessment

Unit 1: Prepare for Spectator Events (A/618/3587)

3. The learner will: Be able to prepare for stewarding activities

The learner has: Evidenc AC Pass
e

Followed legal and organisational requirements to carry out their role Written 3.1 ☐
Comments:

Followed the registration procedures correctly and on time Written 3.2 ☐

Comments:

Collected their identification and other required resources, making sure they
Written 3.3 ☐
returned these after the event
Comments:

Attended the pre-event briefing Photo 3.4 ☐

Photo Filename:

Noted all the information given at the pre-event briefing to carry out their role Photo 3.5 ☐
Photo Filename:

Followed the pre-event routines as required Written 3.6 ☐

Comments:

Section Grade Pass Fail

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4. The learner will: Be able to identify and respond to hazards

The learner has: Evidenc AC Pass

e

Followed venue procedures to check equipment and facilities Photo 4.1 ☐

Photo Filename:

Familiarised themselves with their designated area Written 4.2 ☐

Comments:

Checked for any potential threats and hazards Written 4.3 ☐

Comments:

Responded promptly to the threats and hazards following agreed procedures Written 4.4 ☐
Comments:

Made sure that any action is not dangerous to themselves and others Written 4.5 ☐
Comments:

Clearly and accurately reported the situation and what they have done to their
Written 4.6 ☐
supervisor
Comments:

Section Grade Pass Fail

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Unit 2: Assist with the Movement of Spectators and Deal with Crowd Issues at
Events (F/618/3588)

3. The learner will: Be able to follow and implement procedures for the entry, exit and movement of
people at spectator events
The learner has: Evidence AC Pass

Observed and monitored client groups and conditions in their designated area
Photo x 3 3.1 ☐
throughout their period of duty
Photo Filenames:

Controlled queues according to venue and legislative requirements Written 3.2 ☐

Comments:

Photo &
Followed their organisation's procedures for carrying out a client search 3.3 ☐
Written
Comments:

Photo Filename:

Asked identified client groups for permission to search and followed agreed
Written 3.4 ☐
procedures if they refused
Comments:

Communicated with client groups clearly while carrying out the search Written 3.5 ☐
Comments:

Treated client groups fairly, with courtesy and respect at all times Written 3.6 ☐
Comments:

Only searched people of the same sex Written 3.7 ☐

Comments:

Greeted client groups in a way that make them feel welcome and at ease Written 3.8 ☐
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& Photo
Comments:

Photo Filename:

Admitted client groups or refused entry according to venue procedures and

Written 3.9 ☐
legislative requirements
Comments:

Provided client groups with clear reasons if refused entry Written 3.10 ☐
Comments:

Responded to queries from client groups or referred to another source of help

Written 3.11 ☐
if necessary
Comments:

Assisted with the safe exit of client groups according to venue procedures Photo 3.12 ☐
Photo Filename:

Informed their supervisor if there were problems they could not deal with on
Written 3.13 ☐
their own
Comments:

Section Grade Pass Fail

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4. The learner will: Be able to identify and deal with crowd issues

The learner has: Evidence AC Pass

Assessed and reported potential or actual crowd issues to their control room
Written 4.1 ☐
or supervisor
Comments:

Taken action in accordance with agreed procedures and following instructions

Written 4.2 ☐
if applicable
Comments:

Made sure that any action is not dangerous to themselves and client groups
Written 4.3 ☐
involved
Comments:

Reassured client groups involved and asked them to follow instructions Written 4.4 ☐
Comments:

Communicated clearly with colleagues and client groups involved Written 4.5 ☐
Comments:

Encouraged a calm environment Written 4.6 ☐

Comments:

Updated their control room and/or supervisor with the situation Written 4.7 ☐
Comments:

Section Grade Pass Fail

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Unit 3: Help to Manage and Resolve Conflicts (J/618/3589)

3. The learner will: Be able to engage with client groups in conflict situations

The learner has: Evidence AC Pass

Communicated with client groups politely and clearly Written 3.1 ☐

Comments:

Explained to client groups what their role is and what is expected of them Written 3.2 ☐
Comments:

Remained alert to verbal and non-verbal communication pertaining to danger

Written 3.3 ☐
cues
Comments:

Section Grade Pass Fail

4. The learner will: Be able to follow procedures to resolve conflict situations

The learner has: Evidence AC Pass

Assessed the risk or threat to themselves and others in the situation Written 4.1 ☐
Comments:

Assessed the seriousness of the situation and the behaviour of the

Written 4.2 ☐
individual(s) involved
Comments:

Maintained their own personal safety Written 4.3 ☐

Comments:

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Followed incident management procedures to resolve the situation Written 4.4 ☐

Comments:

Collected, recorded, and reported information about the situation Written 4.5 ☐
Comments:

Section Grade Pass Fail

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Unit 4: Deal with Incidents at Spectator Events (A/618/3590)

2. The learner will: Be able to deal with incidents at spectator events

The learner has: Evidence AC Pass

Assessed the situation for hazards and risks Written 2.1 ☐

Comments:

Protected any casualty and other people involved from further harm Written 2.2 ☐
Comments:

Called for qualified assistance Written 2.3 ☐

Comments:

Given the qualified assistance information about the incident Written 2.4 ☐
Comments:

Given the people involved in the incident instructions according to the

Written 2.5 ☐
organisation's incident management procedures
Comments:

Carried out their role according to the organisation's incident management

Written 2.6 ☐
procedures
Comments:

Followed procedures for reporting the incident Written 2.7 ☐

Comments:

Section Grade Pass Fail

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Unit 5: Support the Work of Your Team and Organisation (J/618/3592)

4. The learner will: Be able to deal with incidents at spectator events

The learner has: Evidence AC Pass

Witness
Established a working relationship with colleagues 4.1 ☐
statement
WS Filename/page number:

Witness
Communicated with colleagues clearly 4.2 ☐
statement
WS Filename/page number:

Witness
Maintained standards of professional behaviour 4.3 ☐
statement
WS Filename/page number:

Carried out own duties and commitments to colleagues as agreed, or Witness

4.4 ☐
communicated in good time when that was not possible statement
WS Filename/page number:

Witness
Asked for help and information when needed 4.5 ☐
statement
WS Filename/page number:

Provided colleagues with help and information when they needed it following Witness
4.6 ☐
organisational procedures statement
WS Filename/page number:

Witness
Contributed to team discussions 4.7 ☐
statement
WS Filename/page number:

Followed the correct procedures in cases of disagreements or problems with Witness

4.8 ☐
colleagues statement
WS Filename/page number:

Section Grade Pass Fail

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5. The learner will: Be able to improve own work

The learner has: Evidence AC Pass

Reflective
Evaluated all aspects of own work 5.1 ☐
account
RA Filename/page number:

Reflective
Asked colleagues for feedback on their work 5.2 ☐
account
RA Filename/page number:

Reflective
Handled feedback positively 5.3 ☐
account
RA Filename/page number:

Worked with a relevant person to identify areas of strengths and areas for Reflective
5.4 ☐
improvement account
RA Filename/page number:

Reflective
Taken part in relevant training and development activities 5.5 ☐
account
RA Filename/page number:

Reflective
Regularly reviewed personal development 5.6 ☐
account
RA Filename/page number:

Section Grade Pass Fail

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6. The learner will: Be able to help to improve the work of the organisation

The learner has: Evidence AC Pass

Learner
Asked customers for feedback on the services the organisation provides 6.1 ☐
project
Comments:

Learner
Identified ways the team could improve services 6.2 ☐
project
Comments:

Suggested these improvements to relevant colleagues following Learner

6.3 ☐
organisational procedures project
Comments:

Learner
Discussed how to implement these changes to improve services 6.4 ☐
project
Comments:

Helped to change services so that they meet customer needs and Learner
6.5 ☐
expectations project
Comments:

Section Grade Pass Fail

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Assessor Feedback to Learner - Workplace Assessment

Assessor Comments:

Further Action Required by Learner:

Additional Assessor Comments (following resubmission):

Has the learner fully achieved all workplace sections of this Yes / No (please circle)
workbook?

Assessor Name:

Assessor Signature:

Date:

IQA Feedback

IQA Comments:

Further Action Required:

Has the learner fully achieved all workplace sections of this Yes / No (please circle)
workbook?

IQA Name:

IQA Signature:

Date:

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