Helping customers in the optical retail environment.
This standard has options. Display duties and KSBs for:
This occupation is found in the healthcare industry including small practices, large multiple practices, or within a person’s home or care facility. It is a support role assisting an Optometrist and/or Dispensing Optician.
The broad purpose of the occupation is to interpret a prescription to identify the appropriate optical device to meet the need of the prescription and customer. To review spectacles for quality, prescription, measurement and accuracy and the effects on the eye and vision. Optical Assistants need to be able to identify the appropriate optical appliance, such as spectacles, contact lenses or magnifiers to meet the individual's needs, and be able to explain the features and benefits of these, using non-technical, customer friendly language. Optical assistants need to be able to problem solve and manage customer expectations ensuring that products meet the specification.
In addition to core knowledge and skills, Optical Assistants will complete specialist knowledge and skills relevant to the optical environment they are working in, choosing from one of the following options:
In their daily work, an employee in this occupation interacts with:
An employee in this occupation will be responsible for:
| Duty | KSBs |
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Duty 1 Act within the limits of own competence and within agreed ways of working, following the relevant local and national standards, policies, standard operating procedures used in the workplace. |
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Duty 2 Promote and provide a high level of service and care throughout the customer journey. |
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Duty 3 Maintain the health, safety and security of yourself, customers and others in the workplace by identifying risks and taking appropriate action to keep people safe. |
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Duty 4 Identify customer needs and offer the appropriate services and products to meet those needs. |
K1 K2 K3 K4 K5 K6 K7 K11 K12 K39 K40 |
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Duty 5 Provide and maintain a triage and appointment booking service for customers. |
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Duty 6 Provide a pre-appointment service for customers, gaining valid consent. |
K1 K3 K4 K5 K6 K7 K8 K9 K11 K13 K14 K17 K21 K22 K23 K24 K26 K41 |
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Duty 7 Review spectacles for quality, prescription and measurement accuracy. |
K9 K11 K12 K22 K24 K25 K28 K29 K30 K31 K32 K33 K34 |
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Duty 8 Provide a (product recommendation, measurement and fitting) dispensing service for customers requiring spectacles. |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K11 K12 K20 K21 K22 K23 K24 K25 K26 K27 K28 K29 K30 K31 K34 S1 S2 S3 S4 S5 S6 S7 S8 S9 S11 S12 S15 S19 S20 S21 S22 S23 S24 S25 S27 S28 S29 S30 S36 S37 |
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Duty 9 Provide a spectacle collection, fitting and adjustment service. |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K11 K12 K18 K20 K21 K23 K24 K25 K26 K31 K33 K34 K35 S1 S2 S3 S4 S5 S6 S7 S8 S9 S11 S12 S15 S20 S21 S22 S23 S24 S26 S27 S28 S29 S30 S31 S32 S33 S36 |
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Duty 10 Provide and maintain a concern handling service for customers and manage queries. |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K11 K12 K16 K18 K19 K20 K21 K22 K23 K24 K25 K26 K27 K28 K29 K30 S1 S2 S3 S4 S5 S6 S7 S8 S9 S11 S12 S14 S15 S17 S18 S19 S20 S21 S22 S23 S24 S25 S26 S27 S28 S29 S30 S31 S32 S33 S34 S35 S36 S37 |
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Duty 11 Meet personal and business targets and goals on an ongoing basis. |
| Duty | KSBs |
|---|---|
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Duty 12 Provide a screening service for customers. |
K1 K2 K3 K4 K5 K6 K7 K8 K11 K13 K14 K16 K19 K42 K43 K44 S1 S2 S3 S4 S5 S6 S7 S8 S9 S11 S12 S13 S15 S18 S40 S41 S42 S43 |
| Duty | KSBs |
|---|---|
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Duty 13 Provide a contact lens insertion and removal service. |
K1 K2 K3 K4 K5 K6 K7 K8 K11 K12 K14 K15 K16 K26 K45 K46 K47 K50 |
| Duty | KSBs |
|---|---|
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Duty 14 Provide a service to people in their homes or other care settings (domiciliary care). |
K1 K2 K3 K4 K5 K6 K7 K8 K48 K49 K51 |
K1: Employer or company values, beliefs and purpose
Back to Duty
K2: Patient referral processes and procedures and the implications of not following procedures
Back to Duty
K3: Policies, procedures, and regulated activities within the Optical working environment, such as GDPR, NHS, GOC health and safety and safeguarding
Back to Duty
K4: Importance of personal presentation, time management and teamwork
Back to Duty
K5: Different customer types and needs within the optical environment
Back to Duty
K6: Communication principles and techniques to use to communicate at work to reduce barriers of communication
Back to Duty
K7: Wider services that are available to support customers with specific needs such as non-English speaking, non-verbal, profoundly deaf, learning needs
Back to Duty
K8: Health and safety at work legislation relevant to working in the optical environment, including hygiene and infection control measures and customer safety
Back to Duty
K9: How to use and maintain optical equipment
Back to Duty
K10: First aid procedures, accident and incident reporting and evacuation processes
Back to Duty
K11: The services available to customers in the optical environment such as sight tests, contact lens and extended services including minor eye care services, low vision services and their benefits or limitations
Back to Duty
K12: The non-prescribed products available to the customer within the optical environment such as contact lens solutions, common ophthalmic drops, ready readers, magnifiers, and other accessories
Back to Duty
K13: Pre-appointment processes, record keeping (e.g. adhering to relevant legislation when recording and storing personal data) and the principles of gaining consent, including when and how information can be disclosed to a customer or service provider
Back to Duty
K14: Appointment types, lengths, booking systems and clinic management in the optical environment including NHS exemptions and private appointments
Back to Duty
K15: Business sight test and contact lens recall requirements
Back to Duty
K16: Ocular emergencies and when to seek advice, including escalation and reporting procedures
Back to Duty
K17: Clinic preparation processes such as preparing records, General Ophthalmic Services eligibility and entitlement, identifying customer needs, confirming appointment
Back to Duty
K18: Product tolerances such as British standards, ISO, UKCA
Back to Duty
K19: How to use lens measuring equipment
Back to Duty
K20: How to recognise engravings such as progressive lenses safety spectacles and remark of lens
Back to Duty
K21: The structure of the eye, spectacle prescriptions and vision correction options
Back to Duty
K22: Lens form, types, materials, coatings and their features and benefits
Back to Duty
K23: Specialised vision correction options such as safety spectacles, sports spectacles, contact lenses, magnifiers and their features and benefits
Back to Duty
K24: Frame materials, shapes, components and their features and benefits.
Back to Duty
K25: Frame fitting and suitability including facial, frame and lens measurements and the equipment used to measure these
Back to Duty
K26: Pricing, promotions and offers, ordering and payment systems and collection options and procedures
Back to Duty
K27: When to use visual acuity to check near vision and prescription adaption requirements
Back to Duty
K28: Frame adjustments and the impact of poor fitting on both comfort and vision
Back to Duty
K29: Adjustment tools and equipment used for spectacles
Back to Duty
K30: Advice and guidance on frame fitting /and or lens care and after sales services for customers
Back to Duty
K31: Guarantees, warranties available within an optical environment and the requirements of the Sales of Goods Act
Back to Duty
K32: Employer concern handling policies and procedures and when to escalate complaints such as to the NHS and/or the Optical Consumer Complaints Service (OCCS)
Back to Duty
K33: Employer and manufacturer's remake and repair procedures for spectacles
Back to Duty
K34: Implications of poor fitting on the customer
Back to Duty
K35: Implications and impact of incorrect measurements, prescriptions and product recommendations for the customer and business
Back to Duty
K36: Implications and impact of customer concerns and or complaints on the business brand and professional members of staff
Back to Duty
K37: The principles of continuing professional development and the local arrangements for appraisal in the workplace, such as self- reflection, feedback, career opportunities and target setting
Back to Duty
K38: Business operating models, targets, and key performance indicators in an optical environment
Back to Duty
K39: Understand a customer's ability to make decisions on the products they are purchasing (Mental Capacity Act and Best Interest decisions and power of attorney)
Back to Duty
K40: Understand ocular conditions such as glaucoma, cataracts, macular degeneration, diabetes
Back to Duty
K41: The equipment used and purpose of different screening tests available within the optical environment, such as auto Refractor, Non-Contact Tonometer, Optical Coherence Tomographer, Visual Fields Screening, Fundus Camera
Back to Duty
K42: How to set up and use screening equipment such as pressure tests, visual field tests
Back to Duty
K43: Conduct screening test with customer and pass results to optometrist/dispensing optician, and know who to refer to for support or guidance during screening checks
Back to Duty
K44: Medical conditions which are screened for, such as glaucoma, cataracts, macular degeneration, diabetes
Back to Duty
K45: Contact lens handling, insertion, and removal procedures
Back to Duty
K46: Advice and guidance given to customers such as cleaning regime and solution types including wearing schedules and lens care
Back to Duty
K47: What to do in an emergency (out of hours)
Back to Duty
K48: How to independently plan and manage own workload and assess and mitigate risk
Back to Duty
K49: How to manage own wellbeing and resources
Back to Duty
K50: The importance of team communications when working remotely
Back to Duty
K51: Environments they will work in, including patient/ customer types
Back to Duty
S1: Deliver customer service which aligns with company values, beliefs and purposes
Back to Duty
S2: Identify when and who to refer to when supervision is required such as ocular emergencies, screening, dispensing and collections of restricted categories
Back to Duty
S3: Work within the limits of policies, procedures, and regulated activity such as GDPR, NHS, GOC, Health and Safety at Work and safeguarding
Back to Duty
S4: Follow employer’s guidelines and expectations for presentation and team working
Back to Duty
S5: Identify and meet customer needs within the optical environment
Back to Duty
S6: Communicate with customers and the optical team to maximise understanding
Back to Duty
S7: Refer customers needing communication support such as language, hearing, visual or learning difficulties to appropriate services
Back to Duty
S8: Follow health and safety legislation in the optical environment including customer safety, hygiene, and infection control
Back to Duty
S9: Follow safe use instructions when using optical equipment such as adjustment tools, screening equipment and measuring equipment
Back to Duty
S10: Follow procedures and processes for first aid, accident and incident reporting or evacuations
Back to Duty
S11: Provide the benefits and limitations of the different services (e.g. sight tests, contact lenses) and extended services (e.g. minor eye condition services, low vision services) to the customers within the optical environment
Back to Duty
S12: Offer non-prescribed products such as contact lens solutions, common ophthalmic drops, ready readers, magnifiers, and other accessories to customers
Back to Duty
S13: Select appointments, recall information, appointment types and exemptions on the employer’s system, and maintain accurate records, e.g. customer details
Back to Duty
S14: Report and record ocular emergencies following correct employer procedures
Back to Duty
S15: Accurately prepare clinical records for use following employer procedures
Back to Duty
S16: Accurately complete customer pre-appointment procedures
Back to Duty
S17: Use product tolerances to validate product accuracy
Back to Duty
S18: Use lens measuring equipment to identify prescriptions and lens measurements
Back to Duty
S19: Identify lens types using engravings such as progressive lenses and safety spectacles and remark lenses where required
Back to Duty
S20: Interpret the spectacle prescription to identify a range of vision correction options suitable for the customer
Back to Duty
S21: Offer suitable lens products to the customer based on customer needs and preferences, using features and benefits to highlight suitability
Back to Duty
S22: Offer specialised products to the customer based on their needs and preferences, using features and benefits to highlight suitability
Back to Duty
S23: Offer suitable frames to the customer based on their needs and preferences, using features and benefits to highlight suitability
Back to Duty
S24: Identify frame fitting suitability including facial, frame and spectacle lens measurements required to process spectacle orders for the customer
Back to Duty
S25: Process spectacle orders, payments and arrange collections, offering relevant promotions to the customer where appropriate
Back to Duty
S26: Identify and check visual acuity for near vision spectacle, explaining adaption as required
Back to Duty
S27: Fit spectacle frames through the use of questioning, measurements, and tools
Back to Duty
S28: Use tools correctly to adjust frame without causing damage
Back to Duty
S29: Provide advice and guidance on frame fitting, lens care and after sales service
Back to Duty
S30: Identify guarantees and warranties of optical products and adhere to the Sales of Good Act
Back to Duty
S31: Manage customer concerns and or complaints in line with employer procedures
Back to Duty
S32: Use problem solving techniques to identify concern and or complaint causes
Back to Duty
S33: Communicate with customers to resolve concerns or complaints within the limits of their own authority
Back to Duty
S34: Follow remake procedures
Back to Duty
S35: Follow repair procedures
Back to Duty
S36: Recognise and resolve customer complaints e.g. poor fitting, incorrect measurements, or offer alternative options in line with business requirements
Back to Duty
S37: Participate in training and development activities to maintain own practice
Back to Duty
S38: Participate in appraisal, obtain feedback, and use self-reflection to plan further development opportunities and identify available career opportunities to support progression
Back to Duty
S39: Adapt approach for customers with ocular conditions such as glaucoma, cataracts, macular degeneration, diabetes
Back to Duty
S40: Conduct screening using screening equipment and record accurate results
Back to Duty
S41: Inform the patient about the equipment, processes and procedures used for screening
Back to Duty
S42: Gain support or guidance from colleagues during screening when required
Back to Duty
S43: Inform the patient that the tests check for medical conditions such as glaucoma, cataracts, macular degeneration, diabetes
Back to Duty
S44: Demonstrate contact lens handling and insertion and removal to a patient
Back to Duty
S45: Show the patient how to care for their lens
Back to Duty
S46: Provide advice and guidance on cleaning of lenses and solution types
Back to Duty
S47: Follow out of hours emergency procedures
Back to Duty
S48: Recognise a customer’s ability to make an informed decision
Back to Duty
S49: Tell the customer what the sight test includes and how it is carried out
Back to Duty
S50: Work independently to plan and manage workload
Back to Duty
S51: Assess and mitigate risk in patient’s home to ensure an appropriate eye test can be delivered
Back to Duty
S52: Mange own wellbeing and resources
Back to Duty
S53: Maintain team communications when working remotely
Back to Duty
B1: Treat people with dignity and respect.
Back to Duty
B2: Show discretion and empathy for those you work with
Back to Duty
B3: Be adaptable, reliable and committed
Back to Duty
B4: Be caring and compassionate
Back to Duty
B5: Show resilience and self-awareness
Back to Duty
B6: Show openness and integrity at all times
Back to Duty
Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.
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| Version | Change detail | Earliest start date | Latest start date | Latest end date |
|---|---|---|---|---|
| 1.0 | Approved for delivery | 01/01/2023 | Not set | Not set |