Higher Certificate in Facilities Management

Purpose

The purpose of this Qualification is to prepare learners for a career in facilities management or those wishing to proceed to higher level of operations/management study. The early stages of the programme provide learners with the academic knowledge which underpins the remainder of the learning. The knowledge is then developed in an increasingly applied way as the programme proceeds. The Qualification comprises a range of learning encompassing the best, tried and tested practices in the facilities environment and draws upon the expertise of academics and employers. A wide range of subjects allows learners to combine skills such as facilities management, communication, soft services, financial management, building maintenance, space planning, Health and Safety, contract management and outsourcing.

The Higher Certificate in Facilities Management, NQF Level 5 provides learners with the required competencies to be employed in various facilities managerial roles in the economic sectors and will enable learners to follow associated career opportunities nationally and internationally.

Rationale

The new South African Facilities Management industry shows continued growth with a clear demand for well-qualified staff within both the corporate and entrepreneurial sector. The Qualification gives priority to the needs of the South African Facilities Management industry. With sensitivity to international standards and local requirements we believe that we will produce dynamic leaders with facility management skills. The Higher Certificate is unique to other Qualifications in that the certificate addresses all aspects of an integrated approach to Facilities Management, from customer interaction and satisfaction to housekeeping and related operations. The Qualification requirements are sensitive to the needs of customers and the core business financial sustainability, thus taking a balanced approach to outputs.

The need for facilities managers is growing rapidly, organisations need to be professional within the operational aspects of the business, with the additional pressure on manager to achieve in the areas of facilities, and alternatively the function is outsourced as it is not seen as core to the business.

The aim in the design of the programme is to meet the needs of employers and property owners, including the state, by providing a theoretical, practical and skills-orientated programme with sufficient and appropriate experiential learning. The Qualification provides for the academic development and mentorship of learners who are involved in the supervision or operational aspects of facilities management, building maintenance, plumbing, cleaning, catering, electrical work and related fields for job enhancement and job progression purposes. This Qualification is a response to the workplace need for competent facilities managers across all economic sectors.

The learner entering this Qualification will have the following

• Language or Communication at NQF Level 4/Grade 12, or equivalent.
• Mathematical Literacy at NQF Level 4.

Recognition of Prior Learning

The Higher Certificate in Facilities Management, NQF Level 5 may be achieved in part or in whole through the process of Recognition of Prior Learning (RPL). Provision should be made for prior learning to be recognised if a learner is able to demonstrate competence in the knowledge, skills, values and attitudes embedded in this Qualification. Candidates must be able to demonstrate their facilities management aptitude through interviews, and knowledge and skills tests. Such competencies may help gain access to the programme leading to this Qualification, or advanced placement therein.

Access to the Qualification

The admission criterion for this programme is National Senior Certificate (NSC) with a minimum of 30% in the English language. An appropriate equivalent Qualification at NQF Level 4 will be considered. Access to the Qualification will also be allowed via Recognition of Prior Learning of an adult's competency in order to widen access to the Higher Education Qualification.

Learners are to complete all learning associated with Exit Level Outcomes 1 to 7 and choose either Exit Level Outcome 8 or 9.

The successful leaner will be able to

• Explain Facilities Management in the context of South African and international business requirements.
• Know and explain the implications of building management on the organisation both the short and long term.
• Describe the elements of Facilities outsourcing which will impact upon an outsourcing decision.
• Explain the need for Health and Safety and the South African requirements for compliance.
• Apply principles of Financial Management in a Facilities Management Context.
• Apply the principles of Space planning and management in the context of business needs.
• Demonstrate the ability to make use of Soft Services effectively.
• Communicate effectively with all stakeholders in the workplace.

Specific Outcomes

1. Communicate effectively with all stakeholders in the workplace.
2. Explain facilities management in the context of South African and international business requirements.
3. Apply principles of financial management to the facilities management context.
4. Know and explain the implications of building management on the organisation in both the short and long term.
5. Apply the principles of space planning and management in the context of the business needs.
6. Make use of soft services effectively.
7. Apply knowledge and skills in the workplace.

Electives Specific Outcomes

1. Describe the elements of facilities outsourcing which will impact upon an outsourcing decision.
2. Explain the need for health and safety and the South African requirements for compliance.

Critical Cross-Field Outcomes

The programme aims to develop the SAQA critical cross-field outcomes listed below

• Identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made.
• Work effectively with others as a member of a team, group, organisation, community.
• Organise and manage oneself and one's activities responsibly and effectively.
• Collect, analyse, organise and critically evaluate information.
• Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation.
• Use science and technology effectively and critically, showing responsibility towards the environment and health of others.
• Demonstrate an understanding of the world as a set of related systems by recognizing that problem-solving contexts do not exist in isolation.

Associated Assessment Criteria for Specific Outcome 1

• The needs of various customers and their behaviours in the facility environment are anticipated and dealt with through effective oral, listening and written interactions.
• Communication is understood as a crucial element in service delivery.
• The importance of customer satisfaction in the FM environment and how to achieve it is understood.
• Principles and techniques of effective communication are adapted for specific circumstances.
• The importance of evaluating/teaching telephone communication skills is understood.
• Dissatisfied customers are dealt with.
• A communication plan is drawn up using the key elements.
• Customers or users of the facility are effectively communicated with so as to ensure customer satisfaction and to minimise the occurrence of problems.
• Conflict resolution steps are understood and applied.
• Trends in facilities management are understood and explained as they relate to the current South African situation.

Associated Assessment Criteria for Specific Outcome 2

• The integrated nature, theory and principles underpinning the field of FM are explained.
• The FM objectives in the organisation are discussed, including environmental issues.
• The scope of Facilities Management is examined.
• The roles and responsibilities and structure of the FM organisation are examined.
• Aspects of Facilities Management policy are compiled.
• Methods for cost reduction and efficiency are discussed.

Associated Assessment Criteria for Specific Outcome 3

• Accounting Terms and the "mechanisms" of a business are broadly explained.
• The need for and extent of own financial involvement is understood.
• Balance Sheet and an Income Statement are drawn up and read.
• Mark-ups and Profit margins as well as the correct units for Investment are understood and applied.
• Profit, Return on Investment and Circulation of Capital is calculated.
• Core Financial Indicators are calculated and assessed.
• The concept of Productivity is explained.
• The drawing up of the Facility Management budget and expenditure control methodology are discussed.

Associated Assessment Criteria for Specific Outcome 4

• The building condition assessment process is understood and explained as it relates to facility management.
• The impact and remedies of Sick Building Syndrome are explained.
• The importance of real estate, ownership, utilizing property effectively for as long as possible is evaluated.
• Medium and long-term operation and maintenance programmes are compiled.
• Maintenance budgets, service level agreements, and asset management are understood and explained.
• The difference between planned and unplanned maintenance is enumerated.
• Organisational policy and the integration thereof into the building maintenance policy and strategy is compiled.
• The concept of building and equipment life cycle costing and its importance for maintenance and budgeting is discussed.
• A basic building maintenance schedule is drawn up.
• The use of various building management systems and soft ware is discussed.
• Practical case study work on contract management and SLAs is carried out.
• The dos and don'ts of Service Level Agreements and contract management are examined.
• Supply and value chain principles are evaluated.
• Common negotiating errors are isolated.

Associated Assessment Criteria for Specific Outcome 5

• The accommodation needs of the organisation against the facilities/land available is ascertained, analysed and critically evaluated.
• Designs for office space achieving efficient use of the available space are evaluated.
• Decisions regarding workstation layouts and use of appropriate office furniture based on ergonomic considerations are made.
• The needs regarding service spaces, e.g. conference areas, filing areas and systems, pause areas, toilets, catering requirements, reception areas, etc are determined.
• The requirements regarding reticulation methods for the various communication systems are evaluated.
• The present and future the accommodation requirement needs of the organisation are advised and reported on.
• The organisation's needs regarding furniture, audio visual requirements, filing requirements and systems, facilities management policies, etc are advised and reported on.
• Space planning software is demonstrated.

Associated Assessment Criteria for Specific Outcome 6

• The role of facility services in facilities management is explained.
• The necessity for a variety of facility (soft) services is extrapolated.
• The necessity to measure and evaluate quality of services is discerned.
• The benefits of the utilisation of ISO and other quality systems are discussed.
• The financial implications and cost effectiveness in service delivery are explained.
• The importance of Service Level Agreements and contract management is understood.
• The principles and functioning of a Help Desk in the FM environment are formulated and the relevant software discussed.
• The importance of reporting complaints and service intake reports are discussed.
• The benefits of professional service delivery are explained.
• The South African Law of Contracts is understood as it applies to the facilities management environment.
• Service Level Agreements and relevant legislation are evaluated.
• Practical case study work on contract management and SLAs is carried out.
• The dos and don'ts of Service Level Agreements and contract management are examined.
• Costs saving partnerships with suppliers are created.

Associated Assessment Criteria for Specific Outcome 7

• Facilities Management knowledge and skills are applied in the workplace.
• Team work is used actively to achieve organisational aims.
• Knowledge of the function of facilities management within the facilities sector and the ability identify industry needs is documented.
• Critical reflect on personal and company performance is carried out to ensure optimal operation of self and the organisation.

Associated Assessment Criteria for Specific Outcome 8

• The considerations involved in outsourcing are explained.
• The types of outsourcing are evaluated.
• The costs and price of outsourcing is examined.
• Outsourcing possibilities are analysed.
• The integrated relationship between soft services and outsourcing are examined.
• The principles and processes involved with outsourcing are explained.
• Service Level Agreements and contract management is examined.

Associated Assessment Criteria for Specific Outcome 9

• The rights and responsibilities of both the employer and the employee with regard to health and safety in facilities management are identified.
• The Occupational Health and Safety Act as it applies to facilities management is explained.
• Health and Safety risks to employees are identified.
• Problems with Health and Safety in the organisation are identified so as to eliminate them.
• The situation of Health and Safety within the organisation is communicated to the relevant stakeholders using verbal and written communication skills.
• Health and Safety information which has been gathered from within the organisation is collected analysed and critically evaluated.

Integrated Assessment

Assessment of competence is done through a combination of formative and summative assessment methodologies, tools and procedures, which will not discriminate against learners in an unjust or invalid way. Formative assessment integrates theory with practice, with transfer of skills being conducted in a real or simulated workplace environment. Assessment practices are fair, transparent, valid and reliable.

The purpose of assessment is to determine whether a learner has met the outcomes of the qualification in terms of theory and practice. Integrative techniques are therefore used to assess applied competence. Candidates should be required to demonstrate that they can perform the outcomes with understanding and insight.

Assessment should ensure that all Exit Level Outcomes and Critical Cross-Field Outcomes are evaluated. Assessment of the Critical Cross-Field Outcomes should be integrated with the assessment of the Exit Level Outcomes. The Critical Cross-Field Outcomes are implicit in the learning and assessment programmes are designed to extend and further reflect integration.

A student can be assessed

• By observation (practical exercises/demonstrations, presentations, projects, role-playing or simulations).
• By evaluation of what student has made or done (assignments, presentations, case studies, examinations/tests, log books, practical exercises/demonstrations, portfolios, projects or questionnaires).
• By questioning (various types of questions/questioning, examinations/tests, assignments, case studies, log books, portfolios, projects, role-playing or simulations).