ST0120, digital support technician level 3

This summary page outlines the information that you and your employer need to know about your end-point assessment (EPA). You and your employer should also read the end-point assessment plan for the full details including roles and responsibilities, assessment method requirements and re-sits and re-takes.

What is an end-point assessment and why it happens

An EPA is an assessment at the end of the apprenticeship. It assesses your competence against the knowledge, skills and behaviours (KSBs) on the occupational standard. You will have been trained on them during your training, both on and off the job. The EPA is your chance to show an independent assessor you can do the occupation you have been trained for. Your employer will only recommend you start the EPA when you have finished your training and both your employer and you think you are ready. Your employer will choose an end-point assessment organisation (EPAO) to deliver the EPA. Your employer and training provider should provide you with support on what to expect and how to prepare for your EPA. 

The typical length of the on-programme (training) part of this apprenticeship is 15 months. The end-point assessment period will typically last 3 months.

The grades available for this apprenticeship are:

Project Report with presentation, questions and answers

• fail

• pass

• distinction

Professional Discussion underpinned by a portfolio

• fail

• pass

• distinction

At the end of the apprenticeship, and having passed the EPA, you will be awarded with your apprenticeship certificate.

Gateway

The gateway is the point when all on-programme training and any mandatory qualification requirements have been met. When you have completed your training and your employer says you are competent in your occupation, you enter the gateway. The EPAO will check any mandatory qualifications are complete. They will tell you how to submit any necessary documents (for example, a portfolio). After the EPAO confirms that you have met all the requirements, the EPA starts.  

When you reach the gateway, you need to complete the following: 

Have passed English and maths at level 2.
¹For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and mathematics minimum requirement is Entry Level 3. British Sign Language (BSL) qualifications are an alternative to English qualifications for those who have BSL as their primary language.

For the professional discussion underpinned by a portfolio you must submit: portfolio of evidence

Portfolio of evidence requirements:

Apprentices must compile a portfolio of evidence during the on-programme period of the apprenticeship. It should contain evidence related to the KSBs that will be assessed by this assessment method. The portfolio of evidence will typically contain 5 discrete pieces of evidence. Evidence should be mapped against the KSBs.

Evidence may be used to demonstrate more than one KSB; a qualitative as opposed to quantitative approach is suggested. Evidence sources may include:

• workplace documentation/records, for example:
  • workplace policies/procedures, records
  • witness statements
  • annotated photographs
  • up to 5 multimedia clips (individual duration of 5 minutes max); the apprentice must be verified and where possible identifiable throughout, with a narrative of the actions being taken

This is not a definitive list; other evidence sources can be included.

The portfolio should not include reflective accounts or any methods of self-assessment. Any employer contributions should focus on direct observation of performance (for example witness statements) rather than opinions. The evidence provided should be valid and attributable to the apprentice; the portfolio of evidence should contain a statement from the employer and apprentice confirming this.

The EPAO should not assess the portfolio of evidence directly as it underpins the discussion. Independent assessors should review the portfolio of evidence to prepare questions for the discussion assessment method. They are not required to provide feedback after this review.

Assessment methods

Project with an report output: you You will be asked to complete a project. The EPAO will advise you of suggested project titles and the detailed specification. As part of the project, you need to write a report and submit this to the EPAO. The report should be a maximum of (with a 10% tolerance). The minimum requirements of the project are: 

A written report.

You will have 4 weeks to complete the project and submit the report to the EPAO.

Discussion: you will meet with the independent assessor in a quiet place that is free from distractions and be asked questions. The professional discussion will last 60  and the independent assessor will ask a minimum of 12 questions to find out how well you can do your job. You need to compile a portfolio of evidence during the apprenticeship. Your training provider and employer should discuss this with you. You can use your portfolio of evidence to help you answer questions in the .This method may take place remotely, though the EPAO will confirm the details. You will be given at least 14 days notice of the professional discussion.

Who to contact for help or more information

If you have a query that relates to your job, then please speak to your employer. You should speak to your training provider if you have any other questions about the apprenticeship including the end-point assessment. You should get detailed support from the EPAO before the EPA begins. Your employer and training provide should talk to you when they think you are ready to take the EPA. The EPA is for you to show how good you are at your job. You should speak to your training provider about what to expect in the EPA and how to prepare. You should speak to the EPAO if your EPA has already started, and you have a query.

Reasonable adjustments

If you have a disability, a physical or mental health condition or other special considerations, you may be able to have a reasonable adjustment that takes this into account. You should speak to your employer, training provider and EPAO and ask them what support you can get. The EPAO will decide if an adjustment is appropriate.

Professional recognition

This apprenticeship aligns with Register of IT Technicians for Level 3. The experience gained and responsibility held by the apprentice on completion of the apprenticeship will either wholly or partially satisfy the requirements for registration at this level.

Please contact the relevant professional body for more details.

This document explains the requirements for end-point assessment (EPA) for the digital support technician apprentices. End-point assessment organisations (EPAOs) must follow this when designing and delivering their EPA.

Digital support technician apprentices, their employers and training providers should read this document.

An approved EPAO must conduct the EPA for this apprenticeship. Employers must select an approved EPAO from the Education and Skills Funding Agency’s Register of end-point assessment organisations (RoEPAO).

Digital support technician is a core and options apprenticeship standard. Apprentices must be trained and assessed against the core and one option. There are two options:

• Option 1: Applications support

• Option 2: Technical support

A full-time apprentice typically spends 15 months on-programme (this means in training before the gateway) working towards competence as a digital support technician. All apprentices must spend at least 12 months on-programme. All apprentices must spend at least 20% of their on-programme time completing off-the-job training.

This EPA has 2 EPA methods.

The grades available for each EPA method are:

EPA method 1 - project report with presentation, questions and answers:

• fail

• pass

• distinction

EPA method 2 - professional discussion underpinned by a portfolio:

• fail

• pass

• distinction

The result from each EPA method is combined to decide the overall apprenticeship grade. The following grades are available for the apprenticeship:

• fail

• pass

• merit

• distinction

The EPA will be taken within the EPA period. The EPA period begins when the EPAO confirms the gateway requirements are met and is typically 3 months.

The expectation is that the EPAO will confirm the gateway requirements are met and the EPA begins as quickly as possible.

The apprentice’s employer must confirm that they think the apprentice is working at or above the occupational standard as a digital support technician. They will then enter the gateway. The employer may take advice from the apprentice's training provider(s), but the employer must make the decision.

Apprentices must meet the following gateway requirements before starting their EPA.

These are:

• achieved English and mathematics at Level 21.

• for the professional discussion underpinned by a portfolio apprentices must submit: portfolio of evidence

Portfolio of evidence requirements:

Apprentices must compile a portfolio of evidence during the on-programme period of the apprenticeship. It should contain evidence related to the KSBs that will be assessed by this assessment method. The portfolio of evidence will typically contain 5 discrete pieces of evidence. Evidence should be mapped against the KSBs.

Evidence may be used to demonstrate more than one KSB; a qualitative as opposed to quantitative approach is suggested. Evidence sources may include:

• workplace documentation/records, for example:
  • workplace policies/procedures, records
  • witness statements
  • annotated photographs
  • up to 5 multimedia clips (individual duration of 5 minutes max); the apprentice must be verified and where possible identifiable throughout, with a narrative of the actions being taken

This is not a definitive list; other evidence sources can be included.

The portfolio should not include reflective accounts or any methods of self-assessment. Any employer contributions should focus on direct observation of performance (for example witness statements) rather than opinions. The evidence provided should be valid and attributable to the apprentice; the portfolio of evidence should contain a statement from the employer and apprentice confirming this.

The EPAO should not assess the portfolio of evidence directly as it underpins the discussion. Independent assessors should review the portfolio of evidence to prepare questions for the discussion assessment method. They are not required to provide feedback after this review.

Apprentices must submit any policies and procedures as requested by the EPAO.

The EPA period starts when the EPAO confirms all gateway requirements have been met. The expectation is they will do this as quickly as possible.

The assessment methods can be delivered in any order.

The result of one assessment method does not need to be known before starting the next.

Overview

A project involves the apprentice completing a significant and defined piece of work that has a real business application and benefit. The project must start after the apprentice has gone through the gateway.

The project report with presentation, questions and answers must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this EPA method to the highest available grade.

The project must meet the needs of the employer’s business and be relevant to the apprentice’s occupation and apprenticeship. The EPAO must confirm that it provides the apprentice with the opportunity to demonstrate the KSBs mapped to this EPA method to the highest available grade. The EPAO must refer to the grading descriptors to ensure that projects are pitched appropriately.

This EPA method includes 2 component(s):

• project with a project output
• presentation with questions and answers.

The project and any components must be assessed holistically by the independent assessor when they are deciding the grade for this EPA method.

Rationale

This EPA method is being used because it is a holistic assessment method, allowing the apprentice to demonstrate KSBs in an integrated way

• it provides a cost-effective assessment, as it makes use of the apprentice’s employer’s workplace, equipment and resources, and should contribute to workplace productivity.

Component 1: Project with a project output

Delivery

Apprentices must complete a project which may be based on any of the following:

• a specific problem
• a recurring issue
• an idea or opportunity.

The project may also be based on:

• The implementation of new applications or systems.
• Proposed changes to operating procedures.
• System monitoring – common software issues including determining if the issue if caused by the software or user

Given the number of apprentices, EPAOs do not need to sign-off each project title before the project starts. The EPAO must instead provide detailed specifications. The specifications must detail what must be included in the project to allow an apprentice to evidence the KSBs mapped to the EPA method to the highest available grade. The EPAO must include suggested project titles to enable the employer to select a project that will meet the EPA’s requirements for their apprentice.

The project output must be in the form of a report.

The apprentice must start the project after the gateway. They must complete and submit the report to the EPAO after a maximum of 4 weeks. The employer should ensure the apprentice has the time and resources within this period, to plan and complete their project. The apprentice must complete their project and the production of all its components unaided.

The apprentice may work as part of a team which could include technical internal or external support. However, the project output must be the apprentice’s own work and will be reflective of their own role and contribution. The apprentice and their employer must confirm that the project output(s) is the apprentice’s own work when it is submitted.

The report must include at least:

A written report.

The project report has a maximum word count of 1500 words. A tolerance of 10% above or below the word count is allowed at the apprentice’s discretion. Appendices, references and diagrams are not included in this total. The project report must map, in an appendix, how it evidences the relevant KSBs mapped to this EPA method.

Component 2: Presentation with questioning

Delivery

This is a formal presentation where an apprentice will present to an independent assessor on a set subject. The independent assessor must ask questions. Apprentices must prepare, submit and deliver a presentation. The presentation is restricted to the KSBs allocated to this EPA method as shown in the mapping section of this document.

The presentation and questioning must last 45 minutes This will typically include a presentation of 15 minutes and questioning lasting 30 minutes.

The independent assessor must ask at least 8 questions. They must use the questions from the EPAO’s question bank or create their own questions in-line with the EPAO’s training. Follow up questions are allowed where clarification is required.

The presentation will provide an overview of the apprentice’s project and the presentation with questions and answers. Independent assessors will ask questions after the presentation. All presentations must include at least:

• an overview of the project
• the project scope (including key performance indicators)
• summary of actions undertaken by the apprentice
• project outcomes and how these were achieved.

The apprentice must prepare and submit their presentation to the EPAO at the same time as the report which is a maximum of 4 weeks after the gateway.

The apprentice must notify the EPAO, at the submission of the presentation, of any technical requirements for the presentation.

The independent assessor must have at least 2 weeks to review the project output(s) and presentation before the presentation to allow them to prepare appropriate questions.

Apprentices must be given at least 2 week(s) notice of the date and time of the presentation or question and answer session.

Assessment location

The presentation with questioning must take place in a suitable venue selected by the EPAO for example the EPAO’s or employer’s premises.
The presentation with questioning should take place in a quiet room, free from distractions and influence.

The presentation with questions and answers can be conducted by video conferencing. The EPAO must have processes in place to verify the identity of the apprentice and ensure the apprentice is not being aided.

Question and resource development

EPAOs must write an assessment specification and question bank. The specification must be relevant to the occupation and demonstrate how to assess the KSBs shown in the mapping. It is recommended this is done in consultation with employers of this occupation. EPAOs should maintain the security and confidentiality of EPA materials when consulting employers. The questions must be unpredictable. A question bank of sufficient size will support this. The assessment specification and questions must be reviewed at least once a year to ensure they remain fit-for-purpose.

EPAOs will develop purpose-built question banks and ensure that appropriate quality assurance procedures are in place, f. For example, considering standardisation, training and moderation. EPAOs will ensure that questions are refined and developed to a high standard.

EPAOs must ensure that apprentices have a different set of questions in the case of re-sits or re-takes.

• independent assessor EPA materials which include:
  • training materials
  • administration materials
  • moderation and standardisation materials
  • guidance materials
  • grading guidance
  • question bank
• EPA guidance for the apprentice and employer

Overview

In the professional discussion, an independent assessor and apprentice have a formal two-way conversation. It gives the apprentice the opportunity to demonstrate their competency across the KSBs as shown in the mapping.

Rationale

This EPA method is being used because it allows for assessment of KSBs that do not occur on a predictable or regular basis

• it is cost effective, as it can be conducted remotely to reduce travelling time

• it enables assessment of an in-depth understanding of the KSBs

• it can draw upon the portfolio of evidence and can effectively determine the authenticity of that supporting evidence

• it can effectively assess those skills and behaviours that require probing questions to explore the reasons for the apprentice’s ideas or actions

• it can be recorded to aid moderation and internal/external quality assurance.

Delivery

The professional discussion must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this EPA method to the highest available grade.

The purpose of the independent assessor's questions will be to explore the apprentice's competence across a range of KSB statements through the use of portfolio evidence to illustrate their responses.

The EPAO must give an apprentice 14 days notice of the professional discussion.

The independent assessor must have at least 2 week(s) to review the supporting documentation.

Apprentices must have access to their portfolio of evidence during the professional discussion.

Apprentices can refer to and illustrate their answers with evidence from their portfolio of evidence, however the portfolio of evidence is not directly assessed.

The professional discussion must last for 60 minutes. The independent assessor can increase the time of the professional discussion by up to 10%. This time is to allow the apprentice to respond to a question if necessary.

For the professional discussion, the independent assessor must ask at least 12 questions. Follow-up questions are allowed. The independent assessor must use the questions from the EPAO’s question bank or create their own questions in-line with the EPAO’s training. The professional discussion must allow the apprentice the opportunity to demonstrate the KSBs mapped to this EPA method at the highest possible grade.

The independent assessor conducts and assesses the professional discussion.

The independent assessor must keep accurate records of the assessment. The records must include the KSBs met, the grade achieved and answers to questions.

The independent assessor will make all grading decisions.

Assessment location

The professional discussion must take place in a suitable venue selected by the EPAO (for example the EPAO’s or employer’s premises).

The professional discussion can be conducted by video conferencing. The EPAO must have processes in place to verify the identity of the apprentice and ensure the apprentice is not being aided.

The professional discussion should take place in a quiet room, free from distractions and influence.

Question and resource development

EPAOs must write an assessment specification and question bank. The specification must be relevant to the occupation and demonstrate how to assess the KSBs shown in the mapping. It is recommended this is done in consultation with employers of this occupation. EPAOs should maintain the security and confidentiality of EPA materials when consulting employers. The questions must be unpredictable. A question bank of sufficient size will support this. The assessment specification and questions must be reviewed at least once a year to ensure they remain fit-for-purpose.

EPAOs will develop purpose-built question banks and ensure that appropriate quality assurance procedures are in place, for example, considering standardisation, training and moderation. EPAOs will ensure that questions are refined and developed to a high standard.

EPAOs must ensure that apprentices have a different set of questions in the case of re-sits or re-takes.

EPAOs must produce the following materials to support the professional discussion underpinned by a portfolio:

• independent assessor assessment materials which include:
  • training materials
  • administration materials
  • moderation and standardisation materials
  • guidance materials
  • grading guidance
  • question bank
• EPA guidance for the apprentice and employer

The EPA methods contribute equally to the overall EPA grade.

Performance in the EPA will determine the apprenticeship grade of:

• fail

• pass

• merit

• distinction

Independent assessors must individually grade the: project report with presentation, questions and answers and professional discussion underpinned by a portfolio according to the requirements set out in this EPA plan.

EPAOs must combine the individual assessment method grades to determine the overall EPA grade.

Apprentices who fail one or more assessment method will be awarded an overall EPA fail.

Apprentices must achieve at least a pass in all the EPA methods to get an overall pass. In order to achieve an overall EPA ‘merit’, apprentices must achieve a pass in any one assessment method and a distinction in the other assessment method.In order to achieve an overall EPA ‘distinction’, apprentices must achieve a distinction in both assessment methods.

Grades from individual assessment methods should be combined in the following way to determine the grade of the EPA as a whole.

Apprentices who fail one or more EPA method(s) can take a re-sit or a re-take at the employer’s discretion. The apprentice’s employer needs to agree that a re-sit or re-take is appropriate. A re-sit does not need further learning, whereas a re-take does.

Apprentices should have a supportive action plan to prepare for a re-sit or a re-take.

The employer and EPAO agree the timescale for a re-sit or re-take. A re-sit is typically taken within 1 months of the EPA outcome notification. The timescale for a re-take is dependent on how much re-training is required and is typically taken within 2 months of the EPA outcome notification.

Failed EPA methods must be re-sat or re-taken within a 6-month period from the EPA outcome notification, otherwise the entire EPA will need to be re-sat or re-taken in full.

Re-sits and re-takes are not offered to apprentices wishing to move from pass to a higher grade.

An apprentice will get a maximum EPA grade of distinction for a re-sit or re-take, unless the EPAO determines there are exceptional circumstances.

The EPAO must have reasonable adjustments arrangements for the EPA.

This should include:

• how an apprentice qualifies for reasonable adjustment
• what reasonable adjustments may be made

Adjustments must maintain the validity, reliability and integrity of the EPA as outlined in this EPA plan.

Internal quality assurance refers to how EPAOs ensure valid, consistent and reliable EPA decisions. EPAOs must adhere to the requirements within the roles and responsibilities section and:

• have effective and rigorous quality assurance systems and procedures that ensure fair, reliable and consistent EPA regardless of employer, place, time or independent assessor
• appoint independent assessors who are competent to deliver the EPA and who:
  • have recent relevant experience of the occupation or sector to at least occupational level 3 gained in the last 3 years or significant experience of the occupation or sector
• operate induction training for anyone involved in the delivery and/or assessment of the EPA
• provide training for independent assessors in good assessment practice, operating the assessment tools and making grading decisions
• provide ongoing training for markers and invigilators
• provide standardisation activity for this apprenticeship standard for all independent assessors:
  • before they conduct an EPA for the first time
  • if the EPA is updated
  • periodically as appropriate (a minimum of annually)
• conduct effective moderation of EPA decisions and grades
• conduct appeals where required, according to the EPAO’s appeals procedure, reviewing and making final decisions on EPA decisions and grades
• have no direct connection with the apprentice, their employer or training provider. In all instances, including when the EPAO is the training provider (for example a higher education institution)

Affordability of the EPA will be aided by using at least some of the following:

• utilising digital remote platforms to conduct applicable assessment methods

• using the employer’s premises

• conducting assessment methods on the same day

This apprenticeship standard is designed to prepare successful apprentices to meet the requirements for registration as a:

Level 3 with Register of IT Technicians