HEALTH AND SAFETY OFFICER

COMPETENCIES

INTRODUCTION
WHAT ARE COMPETENCIES AND WHY DO WE NEED THEM?
Competencies are the skills, knowledge, practical behaviours and attitudes which inform the way you operate in working life. MMUs competency framework
comprises thirteen sections designed to cover the major aspects of every support staff role in Grades 1-7 within the University. This way of looking at jobs is not
new to MMU; when applying for a job at the University, you will have been assessed against a list of criteria as detailed in the person specification in order to decide
whether or not you had the ability to undertake the job you applied for. The competencies are a natural progression, building on aspects of the person specification
in greater detail. The result? An up-to-date description of what is needed for your job.
So why are competencies required and what will they be used for? In order to meet the evolving demands of its customers, MMU is undergoing a period of
change. The competency framework will help to ensure that staff across the institution are working to the same standards so that the current high quality service is
consistently maintained. By encouraging excellence within roles, the framework will enable staff and the University to respond to future changes. The framework
also supports processes that lead to reward and recognition for those staff who demonstrate high levels of competency.

WHAT ELSE WILL THE COMPETENCY FRAMEWORK BE USED FOR?

Knowing which competencies relate to your role is vital. Not only will it help you to identify your development needs but it will suggest which areas could make best
use of your natural talents. The competencies can also be used:
Within recruitment to ensure that the best people are selected to meet the Universitys needs
When selecting internal applicants for posts and promotions
To determine appropriate training
For career and personal development including the development of an exciting career path within MMU
It is important to note that the competency profile will not replace your job description.

HOW HAVE THE COMPETENCIES BEEN DETERMINED?

A dual approach was taken to the development of the competencies. Representative groups of managers and staff were involved in identifying the competencies
required for different groups of support staff. These competencies were then matched to and integrated with competencies created by looking at the HERA role
profiles. The final stage was to determine the appropriate level of competency required for each role for each of the thirteen sections of the competency framework.

THE COMPETENCIES
There are 13 competencies in total. The first four competencies that appear in your individual competency profile will be the key competencies which are
considered most important to your role, the remaining 9 further competencies will be relevant to your role but not to the same degree, and are not listed in any
order.

LEVELS
Each competency has a number of levels within it. The competency document for your role details only those levels which you are required to demonstrate,
however, it is possible to see the other levels and the competencies required for other roles via your line manager and the HR website. This information can be
used to build a career path within MMU, for example, should you wish to apply for a different job, the competency framework will enable you to identify which areas
you are already competent in and which areas you will need to develop. Because the competencies are based on the HERA profiles, no-one will be asked to work
at a higher level than that which is required for their job and grade, however, should you wish to further develop your level of competence or show that you are
already working at a higher level of competency, the framework can be useful in demonstrating how.
Depending upon the role that you undertake, some of your competencies will contain two levels a main focus (the level at which you are required to work most of
the time, i.e. frequently), and an additional focus (a higher level of activity which is an important part of your role but required less often).
Where a competency level is an additional focus, some of the examples and competency indicators may not be relevant to your role, however you would be
expected to undertaking some of the examples at this level and meet as many of the competency indicators as possible.
Where more than one competency level is marked as a main focus, both levels are equally important to the role.
It is recognised that competencies will be developed over time and that someone new to a role might not necessarily possess the same level of competency as
someone who is more experienced. The Competency Indicators describe what competencies are expected at various stages. Stage 1 describes what would be
expected from someone new to the role and during their probation, stage 2 describes what is expected of someone demonstrates the required level of competency
for the role, and stage 3 describes indicators of a higher, well developed level of competency.

KEY COMPETENCIES

COMMUNICATION
Covers communication through written, electronic or visual means and oral communication, in both informal and formal situations. This may include the need to
convey basic factual information clearly and accurately; conveying information in the most appropriate format; and explaining complex or detailed specialist
information.
MAIN FOCUS
In addition, the role holder frequently receives, understands and conveys information which needs careful explanation or interpretation to help others understand,
taking into account what to communicate and how best to convey information to others.
Examples might include:
drafting non-routine documents (e.g. written guides,
materials, handbooks, letters, content for websites, etc)

marketing

explaining the reasoning behind a decision and its implications

making presentations to internal and external meetings and groups

drafting short factual reports

conducting an interview/meeting/staff review

writing notes/minutes of meetings

clarifying non-routine situations in order to provide an appropriate

response

proof reading or editing the work of others when it is complex

explaining detailed
requirements

procedures,

regulations

or

course

entry

shows awareness of customer skills and abilities when designing users

guides

persuading staff/students to adopt a viewpoint or to complete work

choosing the most appropriate medium through which to communicate

i.e. PowerPoint presentation, Over Head Projector, report, formal
meeting, white board, handbook, poster etc.

ensuring people adhere to policies and procedures

resolving conflicts where tact and diplomacy are required

Competency Indicators
1

Responds appropriately to requests for information and

clarifies non-routine matters

Information is well structured, clear and concise and

methods are chosen and tailored to aid understanding and
meet the needs of others

Explains complicated matters simply and takes the

initiative to keep other people informed

Complicated matters are explained clearly

Takes action to correct any misunderstandings or

mistakes

Uses a variety of techniques/formats, selected to suit the

needs of others and to aid understanding

Information and messages are conveyed accurately and

promptly and content of message is structured logically

Consideration is given to others' needs when choosing

how to present the material and checks are made of
recipient's understanding

Format of information is adapted to meet the needs of the

recipient; understanding is checked and information represented
or
restructured
to
correct
any
misunderstandings or mistakes

Adjusts the format and language to suit the requirements

of different audiences

Adapts style in response to feedback

Produces grammatical, well expressed, easily understood

and interesting text about topics that may be unfamiliar to
the reader

Initiates communication and keeps others informed as

necessary

Anticipates others' needs for information

Is able to understand, use and explain technical terms
commonly in use in own area of work

COMMUNICATION
Covers communication through written, electronic or visual means and oral communication, in both informal and formal situations. This may include the need to
convey basic factual information clearly and accurately; conveying information in the most appropriate format; and explaining complex or detailed specialist
information.
ADDITIONAL FOCUS
The role holder receives, understands and conveys highly complex, conceptual ideas or complex information which may be highly detailed, technical or specialist.
Examples might include:
writing complex proposals, reports, letters, etc, containing detailed recommendations
writing detailed, complex procedures/guidelines regarding significant functions affecting large numbers of staff/students
writing meticulous explanations of complex procedures
providing a comprehensive explanation of how a complex system, procedure or a set of regulations operates (i.e. academic assessment regulations)
conveying complex legal requirements and their implications on significant situations
influencing others' thinking and negotiating with them regarding complex issues to achieve an outcome in significant situations
making presentations to sizable or mixed interest groups or groups with diverse levels of understanding, regarding complex subject matters
negotiating significant, long-term, complex contracts with external suppliers or customers

Competency Indicators
1

Understands and conveys information of a complex,

conceptual and specialist nature; explains such
information using styles and media appropriate for
the recipient (including non-specialists)

Summarises and interprets information of a complex,

conceptual and specialist nature using a range of
styles and media selected to meet the needs of
others without comprising meaning

Chooses and uses appropriate styles and media to

influence the views of the others and is regarded as
an
engaging
and
well
informed
communicator/conveyor of ideas

Uses a range of communication methods and

structures messages to meet the needs of others

Uses appropriate styles and arguments to influence

and negotiate mutually satisfactory outcomes

Excites and enthuses audiences with mixed levels of

understanding

Can communicate effectively to diverse audiences

and individuals

Monitors the reactions and understanding of others,

develops approach and takes corrective action to
remedy any miscommunications if required

Marshals information and presents compelling

arguments; actively canvases feedback and adapts
approaches accordingly

SERVICE DELIVERY
Covers the provision of help and assistance to a high standard of service to students, visitors, members of staff and other users of the institution. This may include
reacting to requests for information or advice; actively offering or promoting the services of the institution to others; and setting the overall standards of service
offered.
MAIN FOCUS
The role holder is required to deal with internal or external contacts who ask for service or require information; create a positive image of the institution by being
responsive and prompt in responding to requests and referring the user to the right person if necessary. Contact is usually initiated by the customer and typically
involves routine tasks with set standards or procedures.
Examples might include:
responding to requests for information/assistance from employees, students, parents, or members of the public
providing answers to regularly posed questions
providing a standard service working to set procedures and guidelines

Competency Indicators
1

Provides help and assistance wherever possible;

correctly refers customers elsewhere when unable to
help

Provides accurate and timely help and assistance to

students, staff and visitors in accordance with MMU
policy and procedures; correctly refers customers
elsewhere when unable to help

Creates a positive image of MMU by being

responsive and prompt in responding to requests
from a wide range of individuals

Maintains a calm composure and responds

appropriately and professionally in difficult situations

Ensure that the experience of each customer is

positive and satisfactory

Helps others beyond their expectations and reacts

appropriately to unexpected events or questions

Understand the range of services provided by area

of work

Have accurate and up to date knowledge of services

available in own and related areas of work and use it
to provide accurate and timely information to
customers

Has broad knowledge of all services within the

Institution and uses it to refer people on where
appropriate

Learns from complaints

Learns from complaints and takes action to resolve

them

SERVICE DELIVERY
Covers the provision of help and assistance to a high standard of service to students, visitors, members of staff and other users of the institution. This may include
reacting to requests for information or advice; actively offering or promoting the services of the institution to others; and setting the overall standards of service
offered.
ADDITIONAL FOCUS
The role holder is required to deal with internal or external contacts where the service is usually initiated by the role holder, working within the institution's overall
procedures or policies;
AND/OR
understand and explore customer's needs; adapt the service accordingly to ensure the usefulness or appropriateness and quality of service (i.e. content, time,
accuracy, level of information, cost).
Examples might include:
approaching customers to establish what is required (e.g. agreeing meeting agendas, designing promotional materials, establishing the objectives of a
project)
actively involved in surveying customer needs and obtaining feedback about the service (e.g. designing student feedback questionnaires and analysing the
results)
providing feedback on the levels of service usage (e.g. levels of room occupancy or stock use) and suggesting ways in which the service can be made more
effective in order to meet customer needs
establishing a thorough understanding of more unusual problems and taking an active role in their resolution

Competency Indicators
1

Deals with complaints

Learns from complaints and takes action to resolve

them

Anticipates potential problems and initiates ways of

improving standards

Ability to test, monitor and evaluate level of service

with the different customer groups

Develops standards of service delivery beyond those

generally accepted

Identifies ways to gain competitive advantage

through the delivery of superior levels of service

Actively promotes services to existing and potential

customers

Initiates contact with customers to assess future

needs; adapt services and systems accordingly

Collates customer feedback and keeps up-to-date

with environment and market trends to inform
service development

Anticipates changes in demand and develops

services based on market research

Uses quality measures to identify improvements

Adapts services and systems to meet customers

needs and identifies ways of improving standards

Anticipates potential problems and initiates ways of

improving standards

WORK ENVIRONMENT
Covers the impact the working environment has on the individual and their ability to respond to and control that environment safely. This may include such things
as the temperature, noise or fumes, the work position and working in an outdoor environment.
MAIN FOCUS
The role holder is required to understand how the work environment could impact on their own work and that of colleagues; take standard actions, within health
and safety guidelines where applicable, to adapt the environment.
Examples might include:
following safe procedures for using and maintaining complex technical machinery or electrical equipment
request and ensure use of PPE as appropriate
recognise and highlight the need for risk assessment
assist with creation and follow-up of risk assessments
carrying out routine risk assessments and health and safety inspections in non-hazardous environments

Competency Indicators
1

Inform others of risks and make them aware of the

actions needed to contain, reduce or manage risks

Review and report on working practice and the

environment to highlight potential risks and hazards

Ensures that follow up action is taken to remove

identified hazards or risks

Ensures that safe practice and the use of protective

equipment and clothing are part of normal day to
day working

Works with others to improve safe working practice

and the environment
Involves others to increase their understanding of
the nature of risks and hazards

WORK ENVIRONMENT
Covers the impact the working environment has on the individual and their ability to respond to and control that environment safely. This may include such things
as the temperature, noise or fumes, the work position and working in an outdoor environment.
ADDITIONAL FOCUS
The role holder is required to understand variability in their working environment and its potential negative impact on the work process or health and safety if the
individual or colleagues; determine the level of risk and appropriate response.
Examples might include:
those with ultimate responsibility for the safety of staff within complex, hazardous working environments, areas or work sites under their jurisdiction
carrying out a risk assessment of complex, hazardous situations and maintaining up to date listing of all risk assessments for public viewing
recommendations in line with University procedure to avoid the possibility of accidents in the workplace
defines emergency actions to be taken in the event of an emergency such as a spillage of highly dangerous chemicals

Competency Indicators
1

Review and report on working practice and the

environment to highlight potential risks and hazards

Assesses the likelihood of occurrence and potential

impact of risks

Restructures and reorganises work to reduce or

contain risks and hazards

Monitor incidents and issues to identify trends and

patterns so that policies, procedures and systems of
work can be put in place to eliminate risk

Puts in place appropriate controls assurance

systems to ensure that the impact of all risks is
minimised

Justifies the need to make significant changes to

work practices

Ensure that others are equipped and able to follow

safe working practices

Ensure everyone is aware of their responsibilities for

safety and risk reduction

Follows up recommendations with visits to ensure

implementation

UNDERSTANDING HE & MMU VALUES

Covers the behaviour expected from staff in order to reflect the institutions values which are aimed at increasing shared understanding and protecting the rights of
all.
MAIN FOCUS
The role holder is required to understand and demonstrate MMU values and principles in their own area of work.
Examples might include:
understanding and adhering to University policies, ie admissions/enrolment/finance/customer services procedures
treating all staff, students, visitors and other stakeholders (i.e. parents, potential employers) with respect, including those with disability
identifying and reporting inappropriate behaviour i.e. sexist, racist, ageist, homophobic etc.
observing and understanding the use of data protection procedures in dealing with sensitive material

Competency Indicators
1

Acts in a manner that is consistent with MMU policy

and procedure

Focuses on students as customers and responds

flexibly to meet all customers needs

Interacts with and accepts people from diverse

cultural, social and religious backgrounds and
respects the rights of individuals

Recognises when others are exhibiting sexist, racist,

ageist, homophobic or other forms of inappropriate
behaviour and reports it to the relevant person

Demonstrates through appropriate action clear

understanding of the aims of the immediate and
extended team and how its work contributes to the
overall aims of the institution

3
Demands excellence in all service provision

UNDERSTANDING HE & MMU VALUES

Covers the behaviour expected from staff in order to reflect the institutions values which are aimed at increasing shared understanding and protecting the rights of
all.
MAIN FOCUS
The role holder is required to understand and demonstrate MMU values and principles affecting their department/unit and faculty; be able to identify when others
are not meeting these standards and take appropriate action.
Examples might include:
understands and contributes to the student experience
being committed to providing staff with equal access to training and development activities
relating own work to wider areas of work such as that of the department/faculty/unit

Competency Indicators
1

Uses knowledge of how the faculty/department/unit

works to inform own work and, where appropriate,
that of others

Demonstrates appropriate contribution to team and

departmental goals and priorities including
understanding of the academic role at MMU

Demonstrates clear understanding of MMU strategic

goals and values supported by guidance from the
line manager

Places an increased emphasis on high quality

service

Rewards outstanding performance and invests in the

development of staff

FURTHER COMPETENCIES

TEAMWORK, MOTIVATION & TEAM DEVELOPMENT

Covers team work and team leadership when working in both internal and external teams, project and virtual teams. This may include the need to undertake
delegated work; contributing as an active member of the team; motivating others in the team; and providing leadership and direction for the team.
This section also covers the development of the skills and knowledge of others in the work team. This may include the induction of new colleagues; coaching and
appraising individuals who are supervised, mentored or managed by the role holder; and giving guidance or advice to team members on specific aspects of work.
MAIN FOCUS
The role holder is required to be supportive and encouraging of others in a team; help to build co-operation by setting an example and showing a flexible approach
to delivering team results; contribute to building team morale as an active participant in the team.
AND
The role holder is also required to give day to day advice, guidance and feedback on specific tasks, issues or activities on the basis of their own knowledge or
experience.
Examples might include:
acting as a role model to less experienced colleagues
covering for colleagues work during absence
actively supporting team members
planning and prioritising own tasks and workload
training new staff on procedures and changes to working practices
explaining how to follow an operational procedure and the reasons for doing so
showing a colleague how to use a new computer-based application, providing feedback and helping to make improvements to level of use

Competency Indicators
1

Actively contributes to the work of the team and sets

a good example; accepts responsibility for own
decisions

Demonstrates a flexible, positive can do approach

to delivering team results

Acts as a senior member of the team to ensure

objectives are met

Assists with aspects of the induction process when

asked

Follows guidelines to carry out aspects of inductions

for new staff

Acts as a buddy, coach and role model to new

colleagues without waiting to be asked

Responds to routine requests for assistance from

team members

Is proactive in providing support, assistance and

cover to other members of the team

Provides informal training sessions on specific tasks

and activities; identifies and provides useful
resource materials to support work of others

Helps to clarify priorities and ensure they are

understood by all

Acquires new knowledge and skills and shares

learning with others

Prepares for new colleagues and ensures that the

information and help they may need is ready

Suggests ways of improving the provision of support

to new team members

LIAISON & NETWORKING

Covers liaising with others both within and outside the institution, participating in formal networks and initiating and leading internal/external networks. This may
include passing on information promptly to colleagues; ensuring mutual exchange of information; influencing developments through ones contacts; and building an
external reputation.
LIAISON
MAIN FOCUS
The role holder liaises with a variety of contacts to ensure dissemination of information in the right format to the right people at the right time; building relationships
and contacts to facilitate future exchange of information.
Examples might include:
building and maintaining positive relationships with important contacts, e.g. suppliers
exchanging information with internal contacts and discussing feedback and future needs
co-ordinating plans with staff in other departments
distributing information to meeting attendees in timely fashion and following up on action points before the next session is convened
developing a mutual knowledge base and understanding with staff in other departments which can be drawn upon in future

Competency Indicators
1

Ensures mutual exchange of information between

colleagues and customers

Keeps people informed to ensure co-ordination of

effort and that work is done effectively

Strives to improve the quality of team and inter-team

working

Identifies and approaches appropriate contacts to

gather key information and clarify issues

Builds good working relationships with others both

internal and external to the department to achieve
immediate team goals

Builds
and
maintains
productive
working
relationships to achieve demonstrable positive
outcomes

Passes on a wide range of information promptly to

colleagues

Ensures that accurate information is passed on to

the most appropriate people in a timely fashion to
improve working practices

Creates opportunities for sharing information to build

relationships with people in other teams

Promotes a positive image of the Institution

Actively promotes the work and image of own team

and the Institution internally and externally

Actively seeks ways of improving and developing

working relationships within and beyond the team

LIAISON & NETWORKING

Covers liaising with others both within and outside the institution, participating in formal networks and initiating and leading internal/external networks. This may
include passing on information promptly to colleagues; ensuring mutual exchange of information; influencing developments through ones contacts; and building an
external reputation.
NETWORKING
MAIN FOCUS
The role holder actively, regularly networks with contacts and participates in networks to pass on information promptly; keep people informed to ensure coordination of effort and that work is done effectively.
Examples might include:
attending regular trade-shows, conferences and seminars and gathering useful information
being a member of a professional body and attending events
representing your team at a cross-faculty working party
attending external support networks (i.e. user forums, special interest groups) for people undertaking similar work/projects
using electronic forums to share information and find resolutions to problems

Competency Indicators
1

Gathering information from external sources to

improve own area of work and team practices

Provides updates on key sector issues

Promotes a positive image of the Institution

Keeps people up to date and informed of progress

with tasks

3
Exchanges information and ideas with others
outside own team as a means of keeping up to date

DECISION MAKING PROCESSES & OUTCOMES

Covers the impact of decisions within the institution and externally. This may include decisions which impact on ones own work or team; decisions which impact
across the institution; and decisions which could have significant impact in the longer term within or outside the institution.
MAIN FOCUS
The role holder is required to take decisions or to be involved in decision making which may endure for some time and impacts mainly on/in the work team.
Examples might include:
buying non-routine stock or equipment following policy, guidelines and purchasing procedures
authorising money from a previously agreed budget
deciding who to involve in a working group
delegating work to team members
deciding on project plans with stakeholders
advising the line manager with regards to planning for the wider team
taking decisions that will be short-lived but effecting the department as a whole i.e. re-directing work to an alternative area for a day in the event of a closure
awareness of implications for staff in other departments for decisions made or work allocated

Competency Indicators
1
Ensures previous learning is included
Enables others to contribute to decisions

Anticipates and highlights issues that need to be

taken into account

Challenges decisions, appropriately to

consideration and processes are robust

ensure

Ensures that options are weighed, outcomes

identified and chances of success considered

Identifies and introduces possible options previously

not considered and implications that may have wider
and longer term impact

PLANNING & ORGANISING RESOURCES

Covers organising, prioritising and planning time and resources, be they human, physical or financial. This may include planning and organising ones own work;
planning work for others on day to day tasks or on projects; carrying out operational planning; and planning for coming years.
MAIN FOCUS
The role holder is required to plan, prioritise and organise their own work or resources to achieve agreed objectives.
Examples might include:
deciding when and how to respond to requests for information or assistance
when to order replacement stock
organising a meeting
when to draft a document
producing a booklet
designing a new spreadsheet to manage data

Competency Indicators
1

Prioritises own work to achieve objectives to the

standards expected

Suggests ways of improving working practice and

reducing waste of resources

Plans and organises the efficient use of limited or

specific resources

Proactively works with others achieve individual and

team objectives

Creates realistic plans to achieve own deadlines and

objectives and adapts own plans to take account of
new priorities

Anticipates problems
contingencies in place

Recognises when the work of others impacts on own

planning

Monitors progress of self and others so that

corrective action can be taken if needed

Reviews progress continually to improve efficiency

and to inform further planning

or

delays

and

has

PROBLEM SOLVING & RESEARCH

Covers investigating issues, identifying or developing options and selecting solutions to problems which occur in the role. This may include following standard
procedures to gather information and to identify problems and their solutions; analysing data and using initiative to select from available resolutions; carrying out
research or collating and analysing a range of data from different sources; resolving problems where an immediate solution may not be apparent; anticipating and
dealing with highly complex problems; and carrying out major research projects.
MAIN FOCUS
The role holder is required to resolve problems using initiative and creativity; practical options may need to be assessed or identified or the problem broken down
into component parts; routine data or information is gathered from standard sources and analysed using pre-determined procedures.
Examples might include:
handling grading, grievances or disciplinary issues
evaluating the strengths and weaknesses of equipment warranties
responding to unusual queries or requests for information that may require in-depth investigation or lateral thinking
carrying out literature and database searches
monitoring resource usage (e.g. expenditure against a budget, the consumption of energy or space utilisation)
providing statistics using standard techniques (e.g. on spreadsheets) or providing data for financial purposes
cross referencing facts and figures, reporting anomalies and identifying a range of possible causes
researching new equipment and assessing if it is fit for purpose
identifying trends i.e. seasonal variations or customer usage
designing spreadsheets/ databases to meet specific needs
researching and presenting data appropriately for reports which will be analysed by others

Competency Indicators
1

Identifies and uses an appropriate range of sources

and types of data to answer questions

Identifies issues, carries out research and analysis

accurately and methodically to identify the cause of
problems

Uses experience, the views of others and own

judgement to resolve issues

Adapts precedent and procedures to overcome

obstacles and problems;
obtains evidence to
support and inform judgements made

Considers options and selects solutions most likely

to have the desired outcome

Identifies solutions which offer wider benefits and

takes action to prevent recurrence of problems

Selects appropriate methods for data gathering and

analysis

Produces reports that combine relevant data

to facilitate understanding of main issues

Identifies relationships between apparently separate

issues and forms conclusions from analysis

Gathers data thoroughly and accurately and subjects

it to analysis

Recognises when additional data is required and

identifies appropriate sources

Involves others appropriately in developing solutions

to resolve new problems

Presents data to facilitate understanding of main

issues

SENSORY & PHYSICAL DEMANDS

Covers the sensory and physical aspects of the role required to complete tasks. This may include physical effort, co-ordination and dexterity, using aural evidence
to assess next actions; applying skilled techniques and co-ordinating sensory information; and high levels of dexterity where precision or accuracy is essential.
MAIN FOCUS
The role holder regularly carries out tasks at a level which would require light, if any, physical effort.
Examples of the tools and equipment used and the tasks to be performed include:
pen, pencil and ruler or keyboard or other device for inputting straightforward data or finding routine information
standard office equipment
filing or replacing items on shelves or stores
occasionally moving goods, equipment or other objects
use of audiovisual equipment
staff who only occasionally use tools or conduct physical work

Competency Indicators
1

Requires training and practice to use simple

methods, tools and equipment to carry out tasks to a
safe and elementary standard

Uses straightforward methods, tools and equipment

to carry out tasks to a safe standard, after training
and practice

Engages in practice and skill development to

improve technique and ability

PASTORAL CARE & WELFARE

Covers the welfare and well being of students and staff within the institution, in both informal and formal situations. This may include the need to be aware of the
support services available; giving supportive advice and guidance; and counselling others on specific issues.
ADDITIONAL FOCUS
The role holder is required to show sensitivity to those who may need help or, in extreme cases, are showing signs of obvious distress; initiate appropriate action by
involving relevant people.
Examples might include:
coming into contact with students or staff who are obviously angry or emotionally distressed and dealing with any work related issues
referring students or staff on to the relevant area having calmed them down

Competency Indicators
1

Is sensitive to the needs of others

Calms and reassures those in distress

Anticipates the need for information, help and advice

and organises their provision

Promptly obtains assistance for others, if needed

Provides assistance, recognising the limits of own

ability and responsibility and when to refer to others
for help

Provides support and help to those in distress

Accepts responsibility in emergency situations until

help arrives

TEACHING & LEARNING SUPPORT

Covers the development of the skills and knowledge of students and others who are not part of the work team. This may include providing instruction to students
or others when they are first using a particular service or working in a particular area; carrying out standard training; and the assessment and teaching of students.
STANDARD INSTRUCTION & DEMONSTRATION
Delivery MAIN FOCUS
The role holder is required to convey standard information and procedures to students or others who are new to the area, ensuring that they have a full
understanding of the information and can draw upon this knowledge in the future.
Examples might include:
outlining a procedure so that a student can adhere to the processes correctly
supporting student inductions by participating in question and answer sessions
demonstrating how to operate simple equipment (such as AV equipment, or a photocopier) following basic safety procedures

Competency Indicators
1

Use standard information and existing materials to

deliver instruction

Demonstrate accurately the use of straightforward

equipment or techniques

Check learners levels of understanding

reiterate or reinforce points if necessary

Provide basic and introductory information

Explains information in a logical and easily

understood format and outlines procedures clearly

Answer learners questions and suggest other

sources of information

and

TEACHING & LEARNING SUPPORT

Covers the development of the skills and knowledge of students and others who are not part of the work team. This may include providing instruction to students
or others when they are first using a particular service or working in a particular area; carrying out standard training; and the assessment and teaching of students.
TRAINING, DELIVERY & ASSESSMENT
MAIN FOCUS
The role holder is required to deliver teaching and training to students or others on specific tasks, issues or activities; assess performance and provide feedback
during the event.
Examples might include:
explaining the operation of complex machines, equipment or software
running staff training courses on management techniques, applying for research grants
coaching others on conducting a survey or research project

Competency Indicators
1

Use standard information and existing materials to

deliver training and instruction and help learners to
achieve the required learning outcomes

Demonstrate accurately the use

equipment or techniques

specialist

Support the learning of others through coaching and

mentoring

Provides guidance and support to groups of

learners and individuals to aid their progress

Explains information in a logical and easily

understood format and outlines procedures clearly

Use existing methods of assessment to check

learners progress and the achievement of learning
outcomes, and reiterate or reinforce points if
necessary

Answer learners questions and provide feedback to

help learners advance

Suggests ways
learning events

Adapt approaches to suit the needs of different

learners

of

developing

of

and

improving

PERSONAL & CAREER DEVELOPMENT

Covers career development and personal growth in the role. This may include the need to participate in development activities, undertaking training, taking
responsibility for ones own development and adding value to the role and the University as an outcome of personal development. Skills developed outside of work
may also be considered as ways of improving performance in the role.
MAIN FOCUS
The role holder is required to apply knowledge of theory and practice to work; undergoes periodic refresher training and updates their knowledge when required;
demonstrates continuous specialist development by acquiring relevant skills and competencies.
Examples might include:
knowledge and use of industry regulations
management or supervisory skills
going on training courses in response to changes in protocol/procedure
developing a range of motivating personal growth goals with the help of your line manager

Competency Indicators
1

Has received formal training or education at post-16

level and has had experience relevant to area of
work

Applies knowledge and experience

Proactively reflects on experience to enhance

knowledge and experience continuously

Engages in updating and training activities and

applies further learning to area of work

Shares learning and experience with others

Identifies suitable training for the role and puts a

case forward to justify the activity

Maintains an interest and understanding of current

initiatives relevant to the role

Actively pursues own development in terms of

appraisals,
relevant
knowledge
(technical,
professional or specialist) appropriate experience
and qualifications