Metrolink

Created 1992 and running in Greater Manchester, Metrolink is the first modern street operating light rail system in the UK. Following construction of the Sheffield Supertram, West Midlands Metro and Croydon Tramlink, this tramway network, now part of the American giant Serco, continues its success story with plans to expand to Oldham, Rochdale, Asthon-under-Lyne, Didsbury, the Lowry and the Trafford Centre.

In their aim to improve services for passengers, Metrolink investigated on a way to train their personnel and improve their skills. Tom Robinson, the Health and Safety and Training Manager, consequently turned to essential learning company with the view to enhance the competency framework of assessment procedures by training internal assessors and verifiers. Both companies started working in partnership in August 2004.

Using their expertise, essential evaluated the needs of Metrolink and provided consultancy to streamline procedures, documentation and practices. The training company then identified 6 assessors and 3 internal verifiers and trained them against the A1 Assessors and V1 Verifiers Award, which they successfully achieved. Throughout this process the assessment practices have been enhanced and systems have put in place to meet nationally accredited programmes.

Satisfied with essential's work, Tom saw an opportunity to train personnel from the Operations Department in Customer Service and Team Leading. 20 employees, including inspectors, crew supervisors and control rooms staff, were identified to complete an NVQ Level 2 programme. The enrolment was facilitated by the fact that the candidates and the company in general exempt from fees, thanks to essential's application to the Greater Manchester Learning and Skills Council (LSC) for an Employment Training Pilot (ETP) funding.

All training and assessment was carried out at the Metrolink workplace in order to avoid disruptions and to observe employees' improvement at their job whilst working towards their qualification, which they received in July 2005.

Metrolink is now training its Engineering Department in assessment, verification and management, while the newly qualified employees look forward to moving on to their NVQ level 3.