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Business, Administration and Law

Learners will be educated to improve their skills and knowledge so they can help to support individuals physicall and mentally. They will also further their knowledge in safeguarding, communication skills aswell as the importance of health and safety.

Stepping Stones will support the individuals throughout the qualification to improve their knowledge on all the equipment and medication

Advanced and Creative Hair Professionals are creative, passionate, and driven professionals who work without supervision, managing themselves and others when required. They provide a quality service, whilst working to the highest standards and continuously developing their personal and professional skills. An Advanced and Creative Hair Professional works in the hair industry, which is one of the largest, most trusted and fashion forward professions. They take ownership of their work and client lists, accept responsibility, are proactive, flexible and adaptable, plan their work and time, they aim for excellence by taking exceptional pride in their work and industry. They are highly skilled and experienced individual professionals who deliver hair fashion forward trends, which are innovative styles inspired by current images and their own creativity, individual flair, imagination and interpretation.

Entry requirements:- hair professional or equivalent qualification Duration of the apprenticeship - Minimum 12 months Level - 3 English and maths: - The apprentice must achieve level 2 English and maths prior to taking their end-point assessment. For those with an education, health and care plan or a legacy statement the apprenticeship’s English and maths minimum requirement is Entry Level 3 and British Sign Language qualification is an alternative to English qualifications for whom this is their primary language.

The Anapyhlaxis and Autoinjector Short Course is designed to help you understand the risks of a severe allergic reaction and how to administer emergency treatment.

The course outlines how anaphylaxis can be caused by a broad range of ‘triggers’, such as insect stings, foods, for example nuts and shellfish, latex and medicines, such as penicillin.

Learners will also learn how to recognise the symptoms and identify how to administer first aid to a casualty who is suffering from anaphylaxis.

Business administrators have a highly transferable set of knowledge, skills and behaviours that can be applied in all sectors. This includes small and large businesses alike; from the public sector, private sector and charitable sector. The role may involve working independently or as part of a team and will involve developing, implementing, maintaining and improving administrative services. Business administrators develop key skills and behaviours to support their own progression towards management responsibilities.

The responsibilities of the role are to support and engage with different parts of the organisation and interact with internal or external customers. With a focus on adding value, the role of business administrator contributes to the efficiency of an organisation, through support of functional areas, working across teams and resolving issues as requested. The flexibility and responsiveness required allows the apprentice to develop a wide range of skills.

The business administrator is expected to deliver their responsibilities efficiently and with integrity – showing a positive attitude. The role involves demonstrating strong communication skills (both written and verbal) and adopting a proactive approach to developing skills. The business administrator is also expected to show initiative, managing priorities and own time, problem-solving skills, decision-making and the potential for people management responsibilities through mentoring or coaching others.

A lean organisation provides the greatest customer value with the fewest resources, a philosophy increasingly important in today’s competitive business market. A sound understanding of the concept and benefits of a lean environment, as well as knowledge of business techniques and working in teams, is essential. Our nationally recognised qualification is designed to provide individuals with an appreciation and understanding of some key principles of lean organisation management.

The Stepping Stones e-learning course in Communication is designed to help your organisation understand the importance of good communication.

Learners on the course will learn what communication is, the different types of communication and the importance of context in communication. It will equip learners with the tools to identify barriers to communication and how to overcome them. Finally, learners will understand the importance of effective communication in the workplace and the potential consequences of ineffective communication.

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

Duration The apprenticeship will take a minimum of 12 months to complete

Entry requirements Apprentices will be required to have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship.

Link to professional registration Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

Level This apprenticeship standard is set at Level 2.

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

Duration: The apprenticeship will take a minimum of 15 months to complete depending on experience.

Entry Requirements: Organisations will set their own entry criteria and are more likely to select individuals with more advanced inter- personal skills, experience of working with customers in some capacity. You must achieve level 2 English and maths prior to taking the end point assessment.

Link to professional registration: Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.

Level: Level 3.

The Display Screen Equipment (DSE) e-learning course is designed to ensure that users of DSE set up their work stations effectively and ergonomically, avoiding the health risks associated with their use. Learners undertaking this course will learn what DSE is, the health risks associated with its use, how to use DSE appropriately and the importance of correct posture and regular breaks. Finally, the course will outline the kind of support employers should provide for users of DSE at work.

The e-learning course in Equality & Diversity is designed to help your organisation understand the importance of providing equal opportunity for all.

Learners on the course will understand what is meant by the term equality and diversity, and the consequences of inequality. It will equip learners with the tools to promote inclusion and create fairer workplaces. Finally, learners will learn the legal and moral frameworks that govern equality and diversity.

The GDPR e-learning course is designed to help your organisation navigate the introduction of the GDPR. It covers all the essential information on how GDPR affects your business.

It is ideal for employees in busy workplaces who need to get up to speed quickly with the requirements of the GDPR.

This course will provide you with the opportunity to gain experience and to achieve a Level 2 Diploma. Candidates plan a programme of development and assessments with their assessor and compile a portfolio of evidence to display competency and knowledge in their work role.

Hospitality supervisors work across a wide variety of businesses including bars, restaurants, cafés, conference centres, banqueting venues, hotels or contract caterers. They provide vital support to management teams and are capable of independently supervising hospitality services and running shifts. They typically work under pressure delivering fantastic customer service and motivating a team is essential to their role. The majority of supervisors’ skills and knowledge are the same but supervisors may specialise in specific functions or work across a variety of functions which reflect the multi-functional nature of the industry.

A hospitality team member can work in a range of establishments, for example bars, restaurants, cafés, conference centres, banqueting venues, hotels or contract caterers. The role is very varied and although hospitality team members tend to specialise in an area, they have to be adaptable and ready to support team members across the business, for example during busy periods. Specialist areas in hospitality include food and beverage service, serving alcoholic beverages, barista, food preparation, housekeeping, concierge and guest services, reception, reservations and conference and banqueting. The most important part of the role is developing fantastic ‘hospitality’ skills and knowledge such as recognising customer needs, knowing how to match them to the products and services of the business and working as part of a team to ensure that every customer, whether they are eating in a restaurant, drinking cocktails in a bar, ordering room service in a hotel or attending a business conference feels welcomed and looked after.

Entry- Employers will set their own entry requirements in order to start on this apprenticeship

Duration -The minimum duration for this apprenticeship is 12 months.

Progression- Progression from this apprenticeship is expected to be onto a hospitality supervisory or team leading role.

Level - This apprenticeship standard is set at level 2

The Fire Safety in the Workplace course is designed to help you and your business understand the risks of fire and the steps that can be taken to mitigate the risk of fire. It will provide the knowledge required to prevent fire and protect people from harm.

The course outlines from the very basics of how fire starts and spreads, through to risk assessments and managing risk, as well as outlining the legal obligations of different people in the workplace and their roles and responsibilities relating to fire safety.

The Stepping Stones e-learning Introduction to Fraud and Fraud Prevention Course is designed to help your organisation understand the nature of fraud, how you may be vulnerable and its effects. It will give you the knowledge needed to reduce risk within your organisation and implement anti-fraud policies.

The course forms part of a suite of e-learning course that focus on different types of economic crime and is ideal for employees in busy workplaces who need to understand the issues around fraud.

The e-learning Introduction to the Bribery Act 2010 Short Course has been designed to help your organisation understand the act, what bribery is, how bribery takes place and what you need to do to remain compliant with the act and reduce risk.

The course forms part of a suite of short e-learning courses that focus on different types of economic crime and is ideal for employees in busy workplaces who need to understand the Bribery Act 2010.

The Introduction to the Prevention of Money Laundering e-learning course is designed to provide learners with the understanding of what money laundering is, and understand the three stages of the money laundering process. It will provide the knowledge and skills required to prevent money laundering occurring in your organisation, and the indicators, or ‘red flags’, of suspicious activity and what to do if concerns are raised.

The course forms part of a suite of short e-learning courses that focus on different types of economic crime, and is ideal for employees in busy workplaces who need to understand the issues around money laundering.

You will need to be passionate about supporting and enabling people to live a more independant and fulfulling life and be able to communicate clearly. Stepping Stones will support the individuals throughout the qualification to improve their knowledge on all the equipment and medication.

A Lean Manufacturing Operative will be expected to carry out their work safely and meet the exacting quality standards demanded in a fast paced and efficient processing environment and develop into a multi-skilled operator through process ownership. A lean manufacturing operative can be required to carry out manufacturing activities on multiple products with different specifications consecutively e.g. automotive manufacturing – Multi models manufacturing results in the manufacturing of different models of vehicle with different specification variants within a high volume environment.

The e-learning course in Managing Conflict is designed to equip your organisation with the skills and confidence to effectively handle conflict situations.

Learners on the course will understand what workplace conflict is, suitable responses to conflict, cultural differences and different ego types. It will equip learner’s with the knowledge around breakdowns in communication, the behavioural cycle and patterns of behaviour. The course also covers the various models and techniques that can be utilised to effectively manage conflict, and provides learners with an awareness of the potential damage conflict can cause.

Mental health presents one of the greatest challenges to our society. With an estimated 450 million people worldwide suffering from a mental health problem, around a quarter of British adults will experience some form of mental health problem within the course of a year. While many elements of mental health are still not understood, having a good knowledge of the information that is available is essential in the care sector.

Every hour, someone in the UK is told they have Parkinson’s disease, there are approximately 152,000 strokes in the UK every year (more than one every five minutes), and one in six of the UK population have some form of hearing loss. These health conditions, along with others such as arthritis and dementia, affect a substantial proportion of the population. A good understanding of common health conditions is essential in any care environment.

Many people find it helpful to seek the support of counselling at some point in their lives. People in any situation could benefit from counselling, those with the correct understanding, knowledge and skills can provide them with support to improve personal well-being.

Our new qualification enhances Customer Service in Healthcare, which will support you when you are dealing with residents, families, patients and internal and external customers within the Health and Social Care environment.

Falls represent the most frequent and serious type of accident in people aged 65 and over, with 10,000 falls happening each day. Falls often have both a physical and mental impact, as they can result in lack of confidence, isolation, fractures and broken bones. This course is ideal for anyone working in health and social care and those who have contact with older people who are more susceptible to falls.

Offering clear and accurate information, advice or guidance and knowing what can be shared legally and professionally can greatly improve outcomes for a business. There are some fundamental rules for successful information sharing and ensuring staff are aware of these is key.

The need for adult social care continues to rise at a time when the system supporting that care is rapidly and significantly changing. With around 1.5 million people working in adult social care in England, care workers need up-to-date support and guidance in order to provide adequate person-centred care.

Care workers play a key role in ensuring their residents/patients are treated with a friendly and caring approach. Care workers have the ability to relate to people from a variety of backgrounds. After an investigation from the Care Quality Commission revealed that 424 out of 1,357 services in England are rated ‘inadequate’, the need for high quality trained care workers has never been greater.

Dementia affects around 820,000 people in the UK. This figure is likely to rise to one million by 2025 and two million by 2051. It is one of the main causes of disability in later life and with research being desperately underfunded, it costs the UK over £26 billion a year. Understanding dementia and the person-centred care that is required is fundamental to high quality care.

By 2040, the number of people aged over 64 in Britain is expected to grow from 9.5 million to 15 million. The population is aging, meaning more people will live with serious chronic illness and need end of life care. The problems faced and support needed by people nearing the end of life is wide-ranging and a good understanding of pain management, support and quality of life is essential for all carers.

About 300,000 patients develop an infection in England each year while being treated by the NHS. Protecting people from infection is an essential element of providing high quality care, especially considering the capacity some potentially life-threatening infections have to spread within care environments.

Challenging behaviour is causing increasing concern today as many individuals have increasing levels of stress and uncertainty in their lives. This behaviour can be due to factors such as anxiety, neglect, abuse, learning disabilities and conditions like dementia. Understanding the causes of challenging behaviour is the first step towards finding ways to support individuals and manage their behaviour.

A total of 103,900 safeguarding reports about vulnerable adults were referred in 2014/2015. The responsibilities of care workers involved in protecting the health, well-being and human rights of individuals are far-reaching. Allowing individuals to live free from harm, abuse and neglect can often mean involving health agencies, government departments or the police. Understanding the fundamentals of safeguarding is essential for anyone working in adult health and social care.

The number of obese people in the UK has more than trebled in the last 25 years, reaching what many doctors believe to be ‘epidemic’ proportions. Insufficient nutrition can lead to a variety of health-threatening conditions; understanding the benefits of a balanced diet and the role of nutrition in the prevention and treatment of disease is fundamental.

Official data showed that over 7,500 people were referred to the Prevent programme in 2015/16. The purpose of this qualification is to support anyone who is responsible for the safeguarding of people and for helping prevent radicalisation. It gives learners an understanding of recognising the signs of abuse, how to reduce the risk of radicalisation and the potential consequences of illegal online activity.

There is an emerging global epidemic of diabetes. In the UK alone, 3.2 million people are diagnosed with the disease and an estimated 630,000 people have the condition but don’t know it. It is believed that deaths from diabetes will rise by more than 50% in the next ten years. Simple lifestyle measures can be effective in preventing or delaying the onset of this chronic, debilitating and often deadly disease.

Modern medicines are powerful substances which have beneficial effects for millions of people worldwide. However, inappropriate use or handling of these substances can have severe consequences, including death. Having good up-to-date knowledge of the safe handling of medicines is essential for anyone working with medication.

With a UK industry turnover estimated at £4.7 billion in 2011, cleaning is one of the largest business sectors in the UK. It underpins many aspects of life today and is essential for the prevention of disease and spread of infection. People actively seek out clean, safe and comfortable environments, so having a highly skilled cleaning workforce is essential.

Britain is a culturally diverse nation that respects and values the differences in people. Companies are legally required to follow a set of practices to ensure discrimination is eradicated and expectations of equality are met. A good understanding of the wide-ranging legislation is essential in creating a workplace that is centred on fairness, dignity and respect.

There were an estimated 5.5 million private sector businesses in the UK at the start of 2016. Despite the recent economic difficulties, the trend has been steadily increasing in the business population. Today’s global economy brings with it a wealth of new markets, shrinking profit margins and increasing operating expenses; the need for good business administration has never been greater.

In order to have a truly successful business, you need to provide good customer service. It is believed that 96% of unhappy customers don’t ever complain; however, 91% of those simply leave and never come back. The main reason for customer churn is not price but bad customer service. Handling a business’s issues in a professional and courteous manner is an essential day-to-day task.

Strong team leadership is essential for providing guidance, direction and instruction within a group and inevitably leads to more effective teamwork and more motivated employees. Being able to manage a team effectively is critical in the current job market, where employee productivity and team outcomes are closely monitored.

The warehousing and storage of goods is an essential part of logistics operations within a business. Roles within this industry require great skill and organisation to coordinate the demand and supply of goods and ultimately meet customer needs.

The retail industry is subject to a number of pressures. These include changes in shopping habits and the recent economic downturn which reduced consumer spending. However, as consumer confidence begins to grow, it is important that retail support staff are fully trained and equipped to represent your business and to meet the needs of your customers. As removing staff from the ‘shop floor’ applies pressure to rotas, this training can be carried out in the learner’s own time via our tried and tested flexible learning approach.

The main purpose of a retailer is to assist customers when they purchase products and services, which requires a good understanding of the stock being sold, the variety of ways customers can shop and the ability to process payments, for example, using a till. Retailers must be passionate about delivering a quality service that always aims to exceed customers’ expectations. Therefore, retailers enjoy direct contact with a wide range of people and are motivated by completing a sale and knowing a customer is happy with their purchase. They can work in a variety of shops and other retail establishments: small boutiques, large high street chains, supermarkets and well-known department stores are just some examples. More specialist retailers include funeral services, garden centres, delicatessens and people who work in remote environments for example in telephone, on-line and mail order retail. Regardless of the type of products and services being sold, a wide representation of employers from across the retail industry have defined this standard and agreed that the knowledge, skills and behaviours that apprentices must have to do their job are the same.

This course introduces the roles, responsibilities and rights when it comes to safeguarding children. You will learn to recognise potential indicators of child abuse, understand the impact a parent or carer’s physical and mental health can have on a child, and understand the rights of the child when it comes to safeguarding.

You will learn the actions you should take if you have concerns for a child’s wellbeing, the support available, and begin to understand the basic principles of safeguarding legislation.

The potential risks associated with the internet and social networking will also be considered within this short e-learning course.

The e-learning Course in Self-Awareness and Personal Development is designed to help individuals understand their emotions, strengths, weaknesses and sense of worth, and create a personal action plan from this new-found awareness.

Learners on the course will understand what self-awareness and personal development is, and the importance of taking time to reflect and assess their own strengths, weaknesses and aspirations. The course will provide learners with the tools to effectively self-assess and set realistic goals for personal development. Finally learners will understand that through being self-aware, and taking positive steps, they can positively impact on all areas of their life and effectively embrace change.

The Stress Management course is designed to help you understand work-related stress. The course will help you to understand what stress is, the common stressors and causes and the various strategies to manage work-related stress.

The course covers the importance of personal resilience and how this can help you to cope with stress, and finally will help you learn the steps to carry out a risk assessment for work-related stress.

Warehouse Operatives work in a variety of warehouse environments. Work activities include taking deliveries, checking for damaged/missing items, storing goods, moving stock by various methods, picking/packing orders, loading goods for dispatch, maintaining stock records and documentation, and cleaning. They are required to safely use a range of equipment, machinery and vehicles, as relevant to their role and setting. This could include mechanical racking systems, materials handling equipment (MHE) or fork lift trucks.

Duration The apprenticeship will take a minimum of 12 months to complete prior to taking the end-point assessment.

English and maths requirements Apprentices without Level 1 English and maths will need to achieve this level and take the test for Level 2 English and maths prior to taking the end-point assessment.

Details of standard Occupation

A Team leader and supervisor is a first line management role, with operational and project responsibilities or responsibility for managing a team to deliver a clearly defined outcome. They provide direction, instructions and guidance to ensure the achievement of set goals. Working in the private, public or third sector and in all sizes of organisation, specific responsibilities will vary, but the knowledge, skills and behaviours needed will be the same whatever the role.

Key responsibilities are likely to include supporting, managing and developing team members, managing projects, planning and monitoring workloads and resources, delivering operational plans, resolving problems, and building relationships internally and externally.

Typical job titles: Supervisor, Team leader, Project officer, Shift supervisor, Foreperson, and Shift manager.

Entry requirements The entry requirement for this apprenticeship will be decided by each employer, but may typically be five GCSEs at Grade C or higher.

Duration Typically this apprenticeship will take 12 – 18 months

Qualifications Apprentices without level 2 English and maths will need to achieve this level prior to taking the end-point assessment.

Progression On completion, apprentices may choose to register as Associate Members with the Chartered Management Institute and/or the Institute of leadership and management, to support their professional career development and progression.

Level Level 3.

The e-learning course in Team Working is designed to help your organisation understand the importance of good communication.

Learners on the course will learn what teamwork is, and the different types of team and group personalities. It will equip learners with the tools to build effective relationships, highlight positive and negative characteristics and what motivates a team. Finally, learners will understand the importance of self-analysis, reflection and the importance of feedback that ultimately leads to effective and efficient teamwork.