model curriculum · 2018-10-26 · follow basic etiquette when answering calls and addressing...

Household Multipurpose Executive

Model Curriculum


SECTOR: SUB-SECTOR: OCCUPATION:

REF ID: NSQF LEVEL:

Domestic Workers Sector Skill Council Household Services/ Housekeeping and Services Housekeeping DWC/Q0103, v1.0 4


TABLE OF CONTENTS

1. Curriculum 01

2. Trainer Prerequisites 06

3. Annexure: Assessment Criteria 07

Household Multipurpose Executive 1

Household Multipurpose Executive CURRICULUM/SYLLABUS

This program is aimed at training candidates for the job of a “Household Multipurpose Executive”, in the

“Domestic Workers Sector Skill Council” Sector/Industry and aims at building the following key competencies

amongst the learner

Program Name Household Multipurpose Executive

Qualification Pack Name & Reference ID

DWC/ Q0103

Version No. 1.0 Version Update Date 26/09/18

Pre-requisites to Training 10th Standard Pass

Training Outcomes After completing this programme, participants will be able to:

perform housekeeping and replenish supplies at the workplace;

perform administrative related tasks;

manage visitors/guests;

display standards of hygiene and work etiquette;

maintain a clean and secure working environment;

work with digital devices and basic software applications.


This course encompasses 6 out of 6 National Occupational Standards (NOS) of “Household Multipurpose

Executive” Qualification Pack issued by “Domestic Workers Sector Skill Council”.

S. No

Module

Key Learning Outcomes

Equipment Required

1

Overview of Domestic Workers Sector

Theory Duration (hh:mm) 05:00

Practical Duration (hh:mm) 05:00 Corresponding NOS Bridge Module

Discuss Domestic Workers Sector in India.

Explain the categorization of domestic workers in India.

Understand the reasons for the growth of Domestic Workers Sector in India.

Discuss the emerging trends in Domestic Workers Sectors in India.

Understand the roles and responsibilities of Household Multipurpose Executive

PowerPoint presentations and handouts

2

Housekeeping and Replenishment of Supplies Theory Duration (hh:mm) 15:00 Practical Duration (hh:mm) 30:00

Corresponding NOS DWC/N0110

Operate and clean workplace equipment

Ensure equipment is dust free and in working condition

Apply techniques to clean workplace premises including furniture, glass panes, windows, floors etc.

Identify how to do a quick and efficient cleaning of premises

Ensure the cleanliness and maintenance of workplace equipment to ensure their functionality

Clear out garbage bins on a daily basis

Ensure discarded papers or documents are shredded

Monitor external cleaners

Change or refill cartridges in printers and in other equipment

Coordinate maintenance and repair of equipment as instructed

create a record of office stationary supplies and its utilization

Purchase stationary to replenish stocks as instructed

Ensure proper utilization of office supplies

Ensure to oversee maintenance work as required

Report any hazards to the relevant person

PowerPoint presentations and handouts Brooms, various cleaning brushes, mops, dusters, cleaning agents, Vacuum Cleaner, Housekeeping Products, Dishwashing gel, Scrubs, jharus and sponges, utensils etc.

3

Administrative Tasks Theory Duration (hh:mm) 20:00 Practical Duration (hh:mm) 55:00 Corresponding NOS DWC/N0111

Record and verify any expenditure/ receipts (e.g. Sale and purchase of supplies) in the book

Explain the significance of time management

Operate computers, digital devices (smart phones, laptop, tablet), MS-Office

Operate photocopiers, fax, printers, paper shredders and other machines

Verify all the bills/ challans/ invoices

Record all the accounting entries in a log book

Follow the described organizational standards while attending to guests and visitors

Demonstrate the use of technology for booking cabs, trains, flights and hotels

PowerPoint presentations and handouts, Desktop with MS-office application installed, packaging material, notebook. registers for practical training, expendable stationery, sample challans, invoices, journals for


List acceptable identify / proof documents

Compose emails

List types of mail methods and how to send packages, couriers etc.

Schedule meetings and manage calendar

Support the concern individual authorities with various tasks such as taking print outs, scanning as requested

Administer proper filing and documentation

Verify and record any bank related transaction/ receipts (visiting banks, ATM, sale and purchase of supplies) in the book/ electronic system

Manage invoices and release payments to suppliers accurately and on time

Schedule meetings as requested

Schedule daily agenda and appointments of supervisor as instructed

Identify how to receive and distribute the received mails to intended recipients

Explain how to maintain record of incoming/ outgoing mails

Practice to alert supervisor if suspicious packages are found

Complete all the tasks related to delivery or collection of documents/packages/messages from workplace to external site

Facilitate pick and drop service for child from home, school or tuition centre

recording, visitor passes etc.

4

Management of Visitors/ Guests Theory Duration (hh:mm) 25:00 Practical Duration (hh:mm) 60:00 Corresponding NOS DWC/N0112

Follow basic etiquette when answering calls and addressing visitors.

Make the visitor feel comfortable by offering a smile

Demonstrate aspects of personal grooming.

Ensure the visitor is comfortable

List the products and services available at workplace

List mandatory details to be received from the visitor/ caller

List types of beverages and snacks that to be served

Illustrate the use of the basic functionality of multi-line telephones

Follow basic etiquette when answering calls and addressing visitors.

Collect and verify identification document from the visitor

Make and serve different types of tea or coffee and snacks as requested

Practice to answer all phone calls promptly, in a courteous manner

Speak with callers in pleasant and polite voice after greeting them appropriately

Understand the caller’s requirement and act accordingly

Record caller’s details for future reference in a maintained notebook, in case of unavailability of the contact person.

Write messages from the callers in a legible

PowerPoint presentations and handouts First Aid Kit, note book, 3-5 Line small business Tele system, registers and journals, tray, cups, saucers, cutlery and glasses, soft drinks and arrangements for preparing serving hot/ cold beverages. Dusters.


handwriting in a notepad

5

Hygiene and Work Etiquette Theory Duration (hh:mm) 20:00 Practical Duration (hh:mm) 35:00

Corresponding NOS DWC / N9902

Follow proper gestures to greet visitors

Listen attentively and respond tactfully and politely

Ensure professional and ethical conduct

Demonstrate interpersonal skills for the required job role

Recognize importance of hygiene and cleanliness for the benefit of the employer as well as oneself

PowerPoint presentations and handouts Cleaning gels and tools, brooms, flower jharhu/broom, mops, dusters, cleaning gels, colin, room fresheners, kit/ items for wash, towels, hand towels, and toilet paper

6

Cleanliness and Security of Workplace Theory Duration (hh:mm) 20:00 Practical Duration (hh:mm) 35:00 Corresponding NOS DWC / N9903

Apply appropriate safely measures promptly and efficiently, as dictated by existing procedures and instructions.

Follow the emergency procedures promptly, calmly and efficiently when confronted with an emergency event

Identify and recommend opportunities for improving health, safety, and security to the concerned person

Illustrate ways for safe handling of waste

Illustrate the importance of using different types of dustbins for waste disposal.

List the reasons for keeping waste areas clean, tidy and sanitized at all times

Identify relevant personal protective equipment required for different types of waste

Apply methods of cleaning waste/ garbage from the work area as per the procedures and statutory provisions

PowerPoint presentations and handouts Practice Sample garbage/ waste bins for different types of waste, scoops, brooms, mops and dusters, first aid kit. and safety equipment/ fire

extinguishers

7

Digital Devices and Basic Software Applications Theory Duration (hh:mm) 15:00 Practical Duration (hh:mm) 20:00 Corresponding NOS DWC / N9904

Identify how to read and write in English

Explain how to operate CCTV

Explain how to attach various components and install/uninstall various programs on the computer

Explain how to use different input devices such as scanners, camera, mouse, keyboard etc. Efficiently

Recognize how to take print outs of required documents and transmit documents to external storage devices such as hard disks, pen drives, DVDs etc.

Identify how to compose emails - draft, format and send attachments

Explain how to create a basic presentation with slides

Explain how to use internet for search and specific work needs

Practice creation of word documents – create, edit, save, send. Similarly, for excel files, PowerPoint presentations

Identify how to draft, format and type emails for office communication, to create mailing lists, memos etc.

Recognize the main shortcut keys to be used for

PowerPoint presentations and handouts Hard disks, pen drives, DVDs, other required computer ancillaries and memory/ storage devices, printer, scanner, fax, copies, computer stationery


basic functions

Total Duration: Theory Duration (hh:mm) 120:00 Practical Duration (hh:mm) 240:00

Unique Equipment Required:

Brooms, various cleaning brushes, mops, dusters, cleaning agents, Vacuum Cleaner, Housekeeping Products, Dishwashing gel, Scrubs and sponges, utensils etc. Cleaning gels and tools, brooms, flower broom, mops, dusters, Sample garbage/ waste and garbage bins for different types of garbage/ waste. Practice Sample garbage/ waste bins for different types of waste, scoops, brooms, mops and dusters, first aid kit. and safety equipment/ fire extinguishers

Grand Total Duration: 360 Hours, 0 Minutes

OJT Duration (recommended): 150 hours, 0 Minutes

(This syllabus/ curriculum has been approved by Domestic Workers Sector Skill Council)


Trainer Prerequisites for Job role: “Household Multipurpose Executive” mapped to Qualification Pack: “DWC/Q0103, v1.0”

Sr. No. Area Details

1 Description To deliver accredited training service, mapping to the curriculum detailed above, in

accordance with the Qualification Pack “DWC/Q0103, v1.0”.

2 Personal

Attributes

This job requires the individual to be well groomed, attentive, multi-task, organized

with an eye for detail, time sensitive with a positive attitude

3

Minimum

Educational

Qualification Graduate with minimum 2 years of industry experience

4a Domain

Certification Certified for Job Role: “Household Multipurpose Executive” mapped to QP: “DWC/Q0103, v1.0”. Minimum accepted score is 80%

4b Platform

Certification

Recommended that the Trainer is certified for the Job Role: “Trainer”, mapped to

the Qualification Pack: “MEP/Q0102”. Minimum accepted % as per respective

SSC guidelines is 80%.

5 Experience As per the standards set by relevant SSC to practice in different industry sectors.


CRITERIA FOR ASSESSMENT OF TRAINEES

Job Role: Household Multipurpose Executive Qualification Pack: DWC/Q0103 Sector Skill Council: Domestic Workers Sector Skills Council

Guidelines for Assessment

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC 2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC. 3. Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of NOS 4. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below) 5. Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/training center based on this criteria 6. To pass the Qualification Pack, every trainee should score a minimum of 70% of aggregate marks to successfully clear the assessment. 7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.


Compulsory NOS Total Marks: 600

Marks Allocation

Assessment outcomes

Assessment Criteria for outcomes Total Marks Out Of Theory

Skills

Practical

1. DWC/N0110 (Perform housekeeping and replenish supplies at the workplace)

PC1. clean office area including furniture, windows efficiently

100

20 5 15

PC2. maintain workplace equipment and ensure they are functional

15 5 10

PC3. oversee maintenance work as required

15 5 10

PC4. report any hazards to the relevant person

10 4 6

PC5. keep a record of items used regularly for the workplace

15 7 8

PC6. purchase consumable items, supplies, tools, equipment and PPE (Personal Protective Equipment) at workplace to replenish stocks as instructed

25 10 15

Total 100 36 64

2. DWC/N0111 (Perform administrative related tasks)

PC1. take print outs, photocopies, scan the documents and other such tasks

100

5 2 3

PC2. file required documents in a proper manner

5 2 3

PC3. use MS office tools for office support 5 2 3

PC4. verify and record any financial transaction/ receipts (e.g. sale and purchase of supplies) in the book/ electronic system

10 4 6

PC5. perform banking related tasks such as deposit, withdrawal, handling cheques, passbook updation, getting demand drafts prepared, etc.

10 4 6

PC6. receive, deliver, check invoices/ bills/ challans for correctness

5 2 3

PC7. solve basic arithmetic calculations including fractions, divisibility, and percentages accurately

10 4 6

PC8. account for receipts and expenses from the petty cash issued to him/her 10 3 7

PC9. schedule meetings as requested and keep minutes of meetings

5 2 3

PC10. draft, format or edit routine internal memos as per the requirement 5 2 3

PC11. book air ticket, train ticket, hotel or local cabs as per requirements 5 2 3

PC12. receive and distribute the received mails to intended recipients

5 2 3

PC13. maintain record of incoming and outgoing mails

5 2 3


PC14. send outgoing mails and deliveries as per mode of delivery. For ex. courier, speed post etc.

5 2 3

PC15. deliver or collect documents, packages, and supplies or messages between workplace and other locations

5 2 3

PC16. drop or pick up children from school or tuition centre

5 2 3

Total 100 39 61

3. DWC/N0112 (Manage visitors/guests)

PC1. welcome the visitor in a courteous manner and inquire about the reason for visit

100

15 5 10

PC2. respond appropriately to visitors’ queries

10 5 5

PC3. collect and verify identification document from the visitor

15 5 10

PC4. notify concerned authority about the visitor and direct him/ her to the waiting area or to the concerned authority as required

10 5 5

PC5. make and serve different types of tea or coffee and snacks as requested

20 5 15

PC6. answer all phone calls promptly, in a courteous manner

10 4 6

PC7. handle callers’ requirements in an apt manner

10 4 6

PC8. maintain telephone register and circulate the same in office

10 4 6

Total 100 37 63

4. DWC/N9902 (Display standards of hygiene and work etiquette)

PC1. interact in a courteous and disciplined manner with all

100

5 2 3

PC2. dress appropriately and maintain a well-groomed personality

10 5 5

PC3. ensure not to argue with the employer/guest

5 2 3

PC4. listen attentively and answer back politely

5 2 3

PC5. maintain personal hygiene 20 10 10

PC6. follow hygiene practices at workplace, such as covering one’s mouth while coughing or sneezing, washing hands regularly etc.

12 2 10

PC7. do not eat or chew while talking 3 1 2

PC8. report any personal health issues related to injury, food, air and infectious diseases to the appropriate person

15 5 10

PC9. establish and agree your work requirements with the person concerned

15 5 10

PC10. report any kind of issue to the appropriate person

10 5 5

Total 100 39 61

5. DWC/N9903 (Maintain a clean and secure working environment)

PC1. perform first aid techniques including CPR in case of such a situation

100

15 5 10

PC2. report any identified breaches in health, safety, and security to the designated person

5 3 2

PC3. identify any hazards and deal with 10 3 7


them in safe and competent manner within the limits of one’s authority

PC4. identify and wear appropriate cleaning gear for waste disposal as required

10 3 7

PC5. clean waste from the work area thoroughly and according to instructions

10 3 7

PC6. collect and segregate waste according to type

5 2 3

PC7. reduce the volume of waste through appropriate techniques and throw waste in appropriate waste container/ assigned bins

5 2 3

PC8. change disposable garbage bags when full and clean the waste bins regularly

5 2 3

PC9. inspect the work site and ensure they are clear of waste

10 5 5

PC10. clean the place of dust or any particulate matters

10 4 6

PC11. arrange for adequate ventilation 5 2 3

PC12. make use of techniques to manage pollution such as noise, air etc.

10 3 7

Total 100 37 63

6. DWC/N9904 (Work with digital devices and basic software applications)

PC1. use different devices such as printer, photocopier, projector, binder, laminator, telephone, A/V equipment scanners, camera, mouse, keyboard etc. efficiently

100

10 4 6

PC2. take print outs of required documents and transmit documents to external storage devices such as hard disks, pen drives, DVDs etc.

5 2 3

PC3. replenish material/ supplies needed to run each equipment

10 5 5

PC4. inform/ maintain about material/ supplies required for each equipment to the appropriate person

5 2 3

PC5. know/ inform and act on the appropriate channel of communication in case of major breakdown

5 2 3

PC6. create a word document and type, edit, save and send it

10 4 6

PC7. compose emails - draft, format and send attachments

10 3 7

PC8. create a spreadsheet and perform some basic arithmetic operations on it

15 5 10

PC9. create a basic presentation with slides 15 5 10

PC10. use internet for search and specific work needs

15 5 10

Total 100 37 63

model curriculum · 2018-10-26 · follow basic etiquette when answering calls and addressing...

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