Course Overview

Operational Delivery Officers have the vital job of keeping the country running. They make sure that citizens get the services and protection they need, and help people understand what is available and what they need to do to comply with the rules. Operational Delivery Officers make a difference every day to the lives of millions of people. They do hundreds of jobs in most departments and agencies in central government. They also work in local government, delivering services for towns, cities, boroughs or counties.

The duties of an Operational Delivery Officer will depend on who the public service employer is and what they are responsible for. You could find yourself working in any occupational delivery area of central or local government, and could be:

• managing cases and resolving customer enquiries
• assessing and collecting various taxes across central and local government
• giving people welfare or pensions advice, or supporting them to get back to work
• issuing UK passports and making decisions about who has the right to visit or to stay in the country
• processing driving licence applications
• supporting citizens in court
• validating peoples’ identities, and carrying out background checks or interviews
• carrying out searches on people, vehicles, freight and baggage
• collecting outstanding debts
• stopping entitlements for people who should not be getting them
• rehabilitating offenders and supporting victims and witnesses
• responding to outbreaks and incidents, co-ordinating information and deploying resources.

As part of this Apprenticeship, learners will complete the following qualifications:

• Level 2 Award in Operational Delivery (Principles)
• Level 3 Certificate in Operational Delivery (Advanced)

The Content

Operational Delivery Officers will develop the following skills, behaviours, knowledge and values:

Skills
• Customer service
• Working together
• Gathering/managing information
• Negotiating and influencing
• Problem solving and decision making
• Tools and equipment
• Professionalism, self management and awareness
• Communicating effectively

Behaviours
• Changing and improving
• Making effective decisions
• Leading and communicating
• Collaborating and partnering
• Building capability for all
• Managing a quality service
• Delivering at pace

Knowledge
• Legislation, policies and procedure
• Customers
• Range of services

Values
• Integrity
• Honesty
• Objectivity
• Impartiality


Apprentices must achieve:

Level 2 Award in Operational Delivery (Principles) - this allows learners to develop the knowledge required for employment and/or career progression within Operational Delivery. This qualification includes units on principles of working in operational delivery, providing customer service, equality and diversity.

Level 3 Certificate in Operation Delivery (Advanced) - this allows learners to develop the knowledge required for employment and/or career progression within Operational Delivery. This qualification includes units on working in operational delivery, providing customer service, managing team performance, operational delivery interviews and visits.


Functional Skills in English and Maths
Where a Public Service Operational Delivery Officer has not already achieved Level 2 English and Maths, they must do so before taking the end-point assessment.

The Assessment

Learners will need to undertake an End Point Assessment which consists of the following 2 elements:
• Professional discussion underpinned by a portfolio of evidence
• A work-based project and presentation

As part of this Apprenticeship, learners will also complete the following qualifications:
• Level 2 Award in Operational Delivery (Principles)
• Level 3 Certificate in Operational Delivery (Advanced)

Course Duration

18 Months

Progression

This Apprenticeship provide great development opportunities and the potential to move around roles or departments to develop and make the most of your skills. You may also progress onto further study or higher education.

Get in touch!

If you are interested in upskilling a member of your team or taking on an apprentice then simply get in touch and one of our expert advisors will contact you with more information.

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