Free Chauffeur Level 5 Course (4Months)
Chauffeur Level 5:
Brief Job Description
A Chauffeur, Driver, personal driver attached to a owner for driving his/her/transport agency vehicle for commuting from one destination to another within the city/out station trips. Essentially at this level the individual will be expected to drive high end vehicles and deal with senior members of the society, tourists and foreigners.
Personal Attributes
This job requires the individual to drive for long and awkward hours and unpredictable schedules. Individual must be polite and dependable with the ability to remain calm and composed under stressful conditions of traffic and demanding customers.
Work effectively in a team:
Elements and Performance Criteria
Effective communication
To be competent, the user/individual on the job must be able to:
PC1. maintain clear communication with colleagues
PC2. work with colleagues
PC3. pass on information to colleagues in line with organisational requirements
PC4.. work in ways that show respect for colleagues
PC5. carry out commitments made to colleagues
PC6. let colleagues know in good time if cannot carry out commitments, explaining the reasons
PC7. identify problems in working with colleagues and take the initiative to solve these problems
PC8. follow the organisations policies and procedures for working with colleagues
PC9. ability to share resources with other members as per priority of tasks
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. the organisations policies and procedures for working withcolleagues, role and responsibilities in relation to this
KU2. the importance of effective communication and establishing goodworking relationships with colleagues
KU3. different methods of communication and the circumstances inwhich it is appropriate to use these
KU4. benefits of developing productive working relationships withcolleagues
KU5. the importance of creating an environment of trust and mutualrespect
KU6. whether not meeting commitments, will have implications onindividuals and the organisation
KU7. different types of information that colleagues might need and theimportance of providing this information when it is required
KU8. the importance of problems, from colleagues perspective andhow to provide support, where necessary, to resolve these
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete well written work with attention to detail
GS2. read instructions, guidelines/procedures
GS3. listen effectively and orally communicate information
GS4. make decisions on a suitable course of action or response
GS5. plan and organise work to achieve targets and deadlines
GS6. check that the work meets customer requirements
GS7. deliver consistent and reliable service to customers
GS8. apply problem solving approaches in different situations
GS9. apply balanced judgements to different situations
GS10. apply good attention to detail
GS11. check that the work is complete and free from errors
GS12. get work checked by peers
GS13. work effectively in a team environment
Practice HSE and security related guidelines:
Elements and Performance Criteria
Communicating potential accident points
To be competent, the user/individual on the job must be able to:
PC1. spot and report potential safety issues while driving
PC2. follow rules and regulations laid down by transport authorities
PC3.. follow company policy and rules to avoid safety, health and environmental problems
Cleanliness and hygiene
To be competent, the user/individual on the job must be able to:
PC4.. ensure cleanliness of ambulance
PC5. escalate issues related to cleanliness and hygiene issues to concern department
PC6.. escalate issues related to hazardous material to concerned authority internal and external
Limit damage to people/client and public
To be competent, the user/individual on the job must be able to:
PC7.. take immediate and effective action to limit the danger or damage, without increasing the danger or threat to yourself or others
PC8. follow instructions or guidelines for limiting danger or damage in respect of equipment on board such as oxygen cylinders.
PC9. escalate the issue immediately if you cannot deal effectively with the danger
PC10.. give clear information or instructions to others to allow them to take appropriate action
PC11. record and report details of the danger in line with operator guidelines
PC12. report any difficulties you have keeping to your organizations health and safety instructions or guidelines, giving full and accurate details
PC13.. check the exhaust as per the recommended guideline and ensure the ambulance is meeting the emission norms. in case not get the ambulance retuned/ adjusted.
PC14. get the waste from routine cleaning, changed spare parts etc. disposed off as per environmental norms
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. organization’s instructions or guidelines relating to dealing with and reporting safety and emergency issues
KU2. what action you can take, and are authorized to take, to limit danger
KU3. methods of effective and appropriate communication to let others know about the safety, cleanliness and emergency situations
KU4. where and how to get help in dealing with safety and emergency situations
KU5. how to use appropriate equipment and alarm systems to limit danger
KU6. alternate routes in case of natural calamity, road construction work etc.
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. to effectively communicate the safety, cleanliness and emergency issues
GS2. keep all the safety equipments in an organized manner so that there is no difficulty to find them
GS3. report potential sources of danger
GS4. follow prescribed procedure to address safety and emergency issues
GS5. learn from past mistakes regarding use of safety and emergency issues
GS6. spot safety and cleanliness issues
GS7. assess impact of hazardous material, activity, incident
Develop abilities to communicate with senior members of the society:
Elements and Performance Criteria
Communication Time Management & Reliability
To be competent, the user/individual on the job must be able to:
PC1.. maintain clear communication with passengers and employers in minimum two languages
PC2. . work on scheduling and planning to manage different types of activities viz site seeing; multiple trips to different locations / pick and drop etc
PC3. . show places of historic importance and public interest to touristswith general information on the spots.
PC4. . work in ways that show respect for various cultures
PC5.. carry out commitments made to clients on time and completion of tasks.
PC6. . continuously update on information and general knowledge for the city & its surroundings
PC7. . know about events, food / eating joints, other modes of transport etc
PC8. . use the information so gathered to improve scheduling planning of tours
PC9. . follow the organisations policies and procedures for working with the clients/ passengers ( employer / agency )
PC10.. maintain the special features of the vehicle & utility stocks as needed by the customers.
PC11.. ability to share resources / tasks with other members as per priority of tasks
Personal grooming & profile
To be competent, the user/individual on the job must be able to:
PC12. . dress appropriately in neat and clean clothes/ uniform
PC13. . follow basic etiquettes of opening the doors, managing the luggage or in simple words be service oriented.
PC14. . be sensitive to the special needs of the passengers viz. female members, foreigners
PC.15. follow simple rules viz. speak when spoken to ,show readiness to Help.
PC 16. . use feedback received from clients for improvement
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. the organizations policies and procedures for working with clients , role and responsibilities in relation to this
KU2. the importance of effective communication and establishing good working relationships with clients
KU3. different methods of communication and the circumstances in which it is appropriate to use these
KU4. the importance of creating an environment of trust and mutual respect
KU5. the implications of own work on the work and schedule of others
KU6. different types of information that clients might need and the importance of providing this information when it is required
KU7. the importance of helping clients with problems, in order to meet quality and time standards
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. draw/ write navigation maps , address etc when required by clients
GS2. write passes/ entry tickets with basic information complete written work with attention to detail
GS3. read instructions, guidelines/procedures
GS4. listen effectively and orally communicate information
GS5. ask for clarification and advice from the concerned person
GS6. make decisions on a suitable course of action or response keeping in view resource utilization while meeting commitments
GS7. plan and organize work to achieve targets and deadlines
GS8. check that the work meets customer requirements
GS9. deliver consistent and reliable service to customers
GS10. apply problem solving approaches in different situations
GS11. apply balanced judgments to different situations
GS12. improve working methods based on client feedback
Assess and ensure road worthiness of the vehicle:
Elements and Performance Criteria
Vehicle road worthiness
To be competent, the user/individual on the job must be able to:
PC1.. check that the vehicle meets basic legal and compliance related requirements as per : the organization guidelines erg rule books of STUs CMVR guidelines from MoRTH and other guidelines issued by Road Transport Authorities like RTOs any other safety, security and environmental guidelines
PC2.. check vehicle service record indicative of any history of technical defects or immediate need for servicing like oil/filter change
PC3.. record any other deviations observed during the trip
Basic technical check before the trip
To be competent, the user/individual on the job must be able to:
PC4.. supervise and ensure all basic technical checks have been carried out as per standard organization check list /procedure
Escalation of technical problem
To be competent, the user/individual on the job must be able to:
PC5.. report actual or possible defects to the senior driver or owner or service supervisor in enough detail so they can diagnose the problem
PC6.. In consultation with owner conclude about the road worthiness of vehicle and if found unfit to decide to use another vehicle.
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. companys policies on: road worthiness requirement; basic compliance to technical requirements and standards; safety and hazards
KU2. CMVR guidelines and other specific local regulations
KU3. organization structure
KU4. escalation procedure
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. Read and understand technical standards of vehicle operation in terms of fuel system and other control systems in vehicle.
GS2. document technical issues pertaining to vehicle
GS3. follow supervisors instructions
GS4. communicate with assistant and other personnel
GS5. when not to use the vehicle due to technical and/or compliance related issues
GS6. how to learn from past mistakes and identify potential problems
Coordinate schedule and drop members/run errands:
Elements and Performance Criteria
Compliance to duty
To be competent, the user/individual on the job must be able to:
PC1. report to duty on time as per the schedule
PC2. ensuring thevehicle maintenance, cleanliness and stocking levels as per the customer needs
PC3.. reporting on completion of responsibilities for the day
Schedule coordination and execution of the tasks
To be competent, the user/individual on the job must be able to:
PC4.. communicating the status of previous journey completion to the customer.
PC5.. understand different tasks of routine and occasional nature . e.g drop to the office / schools under routine and shopping, visit to doctors/ banks/ service station / other family members as occasional
PC6. understand the locations for all tasks well in terms of route , alternatives, address, phone numbers to inform delays
PC7.. handle planning for longer durations such as a week to factor activities such as maintenance, topping up utility stocks, completion of tasks en-route to save travel distance etc
PC8.. take an alternate route in case of jams, accidents etc on the standard routes
PC9.. Handle account keeping for routine shopping, toll, parking charges entrusted to him/ her
Customer centricity on the job
To be competent, the user/individual on the job must be able to:
PC10.. inform about the inability to reach reporting location in case of traffic jams or vehicle breakdown or leave plan
PC11.. Inform regarding stock levels of standard items in the vehicle e.g. drinking water, first aid kit, tissues ,music, charger ,rain/ sun protection , current reading material etc
PC12.. maintain vehicle to the expectations of stock & cleanliness levels of the car for each of the occupant from the customers family/ friends .
PC13.. maintain record of reaching destination for the routine schedule activities esp. school , office.
PC14. inform about incidents (accidents, break downs etc.) during the day if any and also about minor altercation withmembers of the family / public
PC15.. maintain a high standard of self-hygiene and cleanliness . should not carry items with strong odour in the car ( tiffin contents , perfume)
PC16.. understand specific requirements of the customer in terms of volume of the music system, specific back support, shopping bags, privacy etc
PC17.. Keep handy all emergency phone numbers for the customer.
PC18. plan the routes with support of google maps etc for any new destination
PC19.. handle simple tasks with the authorities viz. gate pass if visiting an industrial destination, tax/ bill payments with the information to be filled in etc.
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. duty reporting procedure and assigned tasks
KU2. reporting structure within the family vis–vis tasks
KU3. problem information procedure
KU4. route planning
KU5. route knowledge within each city
KU6. knowledge of vehicle tracking technologies like GPS
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. fill in complaints pertaining to the vehicle which needs employers/ service station attention
GS2. keep abreast by reading about the city (traffic, events , routes information)
GS3. to handle basic accounts for the errands & money assigned with simple arithmetic & writing the account
GS4. execute task, manage schedules, and distribute work load in time available
GS5. share work load as required
GS6. assist other drivers who require help
GS7. share knowledge with other drivers
Drop the customer safely using the quickest route:
Elements and Performance Criteria
Conformance to standard driving practices
To be competent, the user/individual on the job must be able to:
PC1.. confirm all checks have been carried out for road worthiness of the vehicle.
PC2. confirm all papers and documents including driving license, vehicle documents etc are available and valid
PC3. start the vehicle and before moving re confirm all gauges are functioning and in built navigation system if available.
PC4.. after starting, but within few meters of moving- to check the brakes.
PC5.. change gear smoothly and in good time; coordinate the change of gears with steering control and acceleration
PC6. use the accelerator, steering control and brakes correctly to regulate speed and bring the vehicle to a stop safely
PC7. coordinate the operation of all controls to manoeuvre the vehicle safely and responsibly in all weather and road conditions in forward gear. In reverse gear to take help of assistant
PC8.. use the windows, wipers, demisters and climate and ventilation controls so that you can see clearly
PC9.. monitor and respond correctly to gauges, warning lights and other aids when driving
PC10.. in case of any malfunctioning or breakdown, to immediately attend to the problem by : – stopping the vehicle at a safe place -carrying out a quick diagnostic check -carrying out minor adjustments or temporary repairs if possible -asking for help in case of major problems by accurately reporting the exact nature of problem so that adequate help is made available -at all times while driving to practice good driving habits of gear change, acceleration and braking to ensure obtaining maximum fuel efficiency.
PC11. check the working of in-built GPS system if fitted.
Picking and dropping passengers
To be competent, the user/individual on the job must be able to:
PC12.. load the passengers luggage (if any) in the boot of the vehicle
PC13.. offer help for boarding to elderly or differently abled customers
PC14.. start the engine, wear seat belt, ensure that front row passenger also wearsthebelt. Also ensure that all doors are locked; child locks as needed.
PC15.. check with the passenger about his destination / schedule if not informed in advance
PC16. select the destination route of the passenger considering the traffic condition and distance
PC17.. start and adjust air conditioning and ventilation as per customer requirement.
PC18. tune in to radio station channels as per customer/owner choice
PC19. drive through the selected route without violating any traffic norms
PC20.. If unsure about the route stop and ask for directions from locals
PC21. avoid unnecessary honking and avoid using high beam lights in city
PC22.. Enroute, pay toll charges if any
PC23. do not use mobile phone while driving
PC24. do not indulge in unnecessary talk with customer and specially avoid topics involving sensitive issues.
PC25. on reaching the destination stop the vehicle and help customers in deboardingsafely taking special care in case of elderly and differently abled
PC26.. unload the luggage from the boot of vehicle and keep it inside the house as expected
PC27.. wish the customer appropriately before parting
Conformance to traffic regulation
To be competent, the user/individual on the job must be able to:
PC28.. Conformance to state specific traffic regulations such as changing lanes safely at appropriate speed and observing traffic conditions overtake other road users legally, safely and by using correct signaling at all times observe the speed and distance in relation to vehicles ahead, behind and on the sides and maintain a safe distance from other vehicles. signal your intentions correctly to other road users within a safe, systematic routine respond appropriately to all permanent and temporary traffic signals, signs and road markings as well as hand signals of traffic policeman. use indicators and arm signals to signal intentions as per the traffic requirements Use the parking light when stationary, where needed select a safe, legal and convenient place to stop; secure the vehicle safely on gradients using hand brakes and wheel choke check for oncoming cyclists, pedestrians and other traffic before opening your door remain calm and composed during difficult situations like traffic jam, accidents and strictly avoid any feud with fellow commuters and other public
General conduct on the road
To be competent, the user/individual on the job must be able to:
PC29. give preference and right of road usage to children, elderly and differently abled. Comply with any related rules, regulations and practices for handling general public issues as well as show consideration towards stray animals
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. policies on safe driving practices; system and processes to ensure safe driving
KU2. reporting structure
KU3. procedure to be followed for multiple activities in the schedule, clashes,emergency etc.
KU4. safe driving techniques such as avoid over speeding and follow prescribed limits maintain safe distance from other vehicles avoid pot holes, stones, other strewn objects in case of bridges and underpasses, observe and avoid driving when water level is above danger mark observe movement of pedestrians to avoid collision observe movement of stray animals to avoid collision
KU5. alternate routes in case of natural calamity, road construction work etc.
KU6. troubleshooting techniques in the event of technical problems like wheel changing by using jack
KU7. traffic regulations
KU8. elements of good driving habits for obtaining fuel efficiency :avoid clutch ridingavoid frequent changing of gearsavoid frequent brakingavoid over speedingavoid idling of engine beyond reasonable limitavoid high idling speed setting in engineensure there is no brake bindingobtain right grade of fuel from authorized outlets onlyensure correct quantity of fuel received as per bill
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. to communicate effectively in local language and also preferably basic spoken Hindi and basic written English
GS2. comunicate information in a format that the passenger is able to interpret
GS3. behave courteously with owner & other incidental passengers .
GS4. seamlessly coordinate with ownerto ensure timely pickup and drop of members
GS5. assist other drivers who require help and take help where needed (for agencies)
GS6. coordinate with traffic inspectors,toll operators etc.
GS7. keep oneself updated with the new vehicle technologies and functionalities
GS8. gain knowledge/ experience from driving on of different routes and profile of passengers
GS9. plan and drive based on traffic and road condition using radio links/navigation aids where available
GS10. plan safe handling of life and materials as per the exact load being transported e.g special people groups like children,elderly,differently abled or perishable, hazardous goods
GS11. fitness of vehicle for safe driving
GS12. breakdown condition
GS13. accident and emergency situations and medical emergencies
GS14. assess the problem, evaluate the possible solution(s) and use an optimum /best possible solution(s)
GS15. identify immediate or temporary solutions to resolve delays and crisis situations
GS16. manage children, aged and differently abled individuals
GS17. effective tackling ofpassengers and public who may be stressed, frustrated, confused, angry or drunken
GS18. build passenger friendly work environment and use customer centric approach to resolve crisis
GS19. resolve conflict while dealing with passenger and public
GS20. how to learn from past mistakes to resolve technical and non-technical problems
Assessment Guidelines:
- Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Element/ 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 Element/ PC.
- The assessment for the theory part will be based on knowledge bank of questions created by the SSC.
- Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of NOS.
- Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below).
- Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/ training center based on these criteria.
- To pass the Qualification Pack assessment, every trainee should score the Recommended Pass % aggregate for the QP.
- In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.
