Vs Resource Pack 1

VENUE STAFF
RESOURCE PACK
This resource pack contains important guidelines for the Venue Staff
to ensure smooth running of the examinations.
1 Venue Staff Resource pack
Table of Contents
Venue Staff General Roles and Responsibilities ................................................................................... 3

(For all Designations) ............................................................................................................................. 3
Checklist for Venue Staff while conducting Exams.............................................................................. 5
Checklist for Supervisors ................................................................................................................... 5
Checklist for Assistant Supervisors ................................................................................................... 7
Checklist for Invigilators/Marshal ..................................................................................................... 9
Child Protection Guidelines .............................................................................................................. 12
Why Child Protection for the British Council? ................................................................................. 12
Your responsibilities: ........................................................................................................................ 12
You must NEVER: .............................................................................................................................. 12
Child Protection Focal Person (CPFP) needs to ensure below requirements on test day ................15
Child Protection Focal Point ................................................................................................................ 16
North (British Council Islamabad) ................................................................................................... 16
South (British Council Islamabad) ................................................................................................... 16
Central (British Council Islamabad) ................................................................................................. 16
Dos & Don’ts for Venue Staff while conducting exams ...................................................................... 17
Dos: .................................................................................................................................................... 17
Don’ts: ............................................................................................................................................... 17
Useful Phrases:.................................................................................................................................. 17
Words & phrases that disturb customer relationship:................................................................... 18
Security Instructions ............................................................................................................................ 19
In Case of Fire Eruption ................................................................................................................... 19
In Case of Earthquake ...................................................................................................................... 19
Before: .......................................................................................................................................... 20
During: .......................................................................................................................................... 20
After ............................................................................................................................................... 21
For Aggressive Candidates/Parents ............................................................................................. 21
In case of any Protest/Demonstration ......................................................................................... 21
In Case of Threat Call: ................................................................................................................... 21
Medical Emergency...................................................................................................................... 22
For 2019-2020 Prepared by Amyna Ajani

Deterioration in the Security Situation in City ............................................................................ 22

Emergency Numbers to be contacted ................................................................................................ 22
Hours of Work ...................................................................................................................................... 23
Escalation Process ............................................................................................................................... 24
Operational Queries ......................................................................................................................... 24
(Examination Services Officer)........................................................................................................ 24
Performance Behavior Queries ....................................................................................................... 24
(Venue Staff Officer)........................................................................................................................ 24
Escalation Process for Query Management ....................................................................................... 25
Point of Contact for Escalation Process ............................................................................................. 26
NORTH .............................................................................................................................................. 26
SOUTH .............................................................................................................................................. 27
Central .............................................................................................................................................. 28

Venue Staff General Roles and Responsibilities
(For all Designations)
 Report promptly to test venue at agreed time. In case of any delays or if unable to get to
the test venue, inform the appropriate test day or British Council Examinations Services
staff in a timely manner.
 Follow all relevant standards & procedures, based on training and reference materials
provided by the British Council Examinations Services and the relevant Exam Boards.
 Enable good customer flow by giving candidates clear direction and answering their
enquiries.
 Ensure that candidates follow the agreed exam procedures regarding the location and
security of their belongings.
 Conduct candidate entry, exit, identity checks and Test Day Photography procedures
according to exam requirements.
 Attend all briefing and training sessions as requested by the BC Exams.
 Ensure special arrangements are provided as required.
 Be familiar with the emergency procedures for the test day venue.
 Invigilate examinations to the standard required by the British Council Examinations
Service and the relevant Exams Boards.
 Actively monitor candidates during tests to make sure that there is no violation of test
conditions.
 Support the supervisor to ensure that candidates have a positive and consistent test day
experience and a positive image of the British Council.
 Ensure all material is accounted for and handed over securely to the supervisor.
 Complete and maintain accurate records of exam assignments. Complete all reports,
logs and claims accurately as required by British Council Examinations Services.
 Follow all relevant guidelines and policies in the areas of: Data Protection, Child
Protection, Health & Safety, Equal Opportunities and Diversity, and Anti-Fraud.
 Report any incidents, emergencies or breaches of security to the appropriate test day
supervisor.
 Work with the test day supervisor to promote and ensure the wellbeing of candidates at
all time. In case of emergencies, follow correct procedures and involve appropriate
authorities as required.
 Additional duties in line with the role may be required.
 To ensure hall is set up, manage VS and to invigilate exam venues according to UK Exam
board and British Council requirements.
 To monitor the exam venue security, as per British Council requirements.
 To manage exam confidential material, as per British Council requirements.
 To manage exam candidates.
 To provide appropriate customer care, as per British Council requirements.
 To provide support to the British Council, to manage pre and post exam issues.

 To assist British Council staff members during various internal (British Council) and
external (UK exam boards) audits.
 To maintain the integrity and security of the exam (including pre and post exam stages).
 To develop a conducive work environment at the exam venue for VS.
 Exam invigilation duties in Outreaches.
 Flexibility to work beyond the prior agreed work schedule as per business needs.
 Ability to work with a team of individuals of diverse backgrounds.
 Good communication skills (English and Urdu).
 Ability to manage large groups of candidates.
 Understanding of British Council’s role in Pakistan.
 Complete all mandatory training modules: Data Protection, Child Protection, Health &
Safety, Equal Opportunities and Diversity, Anti-Fraud, Identify Checks., etc.
 The British Council takes the welfare and safety of children very seriously and as such
your behaviour is expected to be in line with British Council’s Child Protection Policy and
Code of Conduct. Irrespective of your individual role, you will have the responsibility for
safeguarding and promoting the welfare of children and supporting the implementation
of the Policy.

Checklist for Venue Staff while conducting Exams
Checklist for Supervisors
Follow the British Council required Dress Code -Smart Casual

1. 
Make sure to wear formal shoes. Jeans, heels and jewellery are strictly
prohibited.
2. 
Bring original CNIC at the venue.
3. Mark your attendance, Use CICO cards or follow manual registration in 

case CICO card not issued
4. 
Submit all your belongings (Mobile phones/bags).
Make sure to wear the Venue Staff Jacket (Black for Supervisors, Blue for
5. Assistant Supervisors and Red for Invigilators and yellow for Child 
Protection) before getting into your role. Badge of all venue staff must be
visible.
6. Timely and correct Delegation/Monitoring of Venue Staff duties. 
Ensure proper CM MANAGEMENT, dispatchment of consignment,

7. Ensure to review the log in and log out time on the attendance sheet both 
manual and CICO attendance.
Mark any exception if any and ensure adequate authorisation
8. Scan or copy the attendance sheet for record and maintain timesheet 
9. Hold pre examinations briefing with Venue Staff. 
10. Ensure to have a fully equipped First Aid Box at the venue. 
11. Paper opening to be done in timely manner following all protocols. 
Make Examinations announcements after the distribution of examination

12. 
paper.
Handing over the examination paper and answer sheets to the Assistant
13. 
Supervisor.
14. Make sure everyone has the paper before the start of the examination 
15. Read instructions to the candidates at the beginning of the examination 
16. Supervision of candidates during the exam conduction. 
17. Management of Security and Venue staff at the venue. 

Assistance to the British Council staff members as per the Examination/British

18. 
Council requirement.
19. Conduct exam in a child safe environment. 
20. Evaluate and monitor VS performance. 
21. Adhere to the British Council code of conduct. 
Setting up of the venue according to the Child Protection, Health and Safety
22. 
policy of the British Council.
Management of smooth exams in the challenging environment of security
23. 
alerts.
Packing and dispatching of examination paper in the correct order as per the
roll id and count.
24. Ensure that all confidential material along with additional booklet is attached 
any extra sheet.
Ensure all the requirements are met
Please ensure that the shredding bag doesn’t have any confidential paper for
25. 
disposal.
Log of attendance sheet; ensure all invigilators must logout at the end of their
26. 
duty.
27. Pre-exam & post exam support to the British Council. 
28. Inform 24 hours before in case of unavailability. 
Conduct exam in a child safe environment. Ensure a pleasant and favourable

29. 
attitude throughout the examination
Make sure not to reach out the candidates via social media or any other
30. 
medium

Checklist for Assistant Supervisors

1. 
prohibited.
2. 
Bring original CNIC at the venue.
3. 
Mark your attendance, Use CICO cards or follow manual registration in
4. 
Submit all your belongings (Mobile phones/bags).
5. 
Assistant Supervisors and Red for Invigilators and yellow for Child
visible.
6. 
Setting up Help Desk at the venue.
7. 
Setting up the venue (Floor Tags, Desk Labelling, Hall Branding,
Time/Duration of examination and signage that must include;
a) Maintain Silence,
b) Child Protection standee
c) Venue wise PK allotment
d) Emergency Exit
e) Cambridge notices
8. 
Make sure all clocks are synchronised and placed in such a way that is
visible for the candidates at the venue.
9. 
Seating arrangements must be in the correct order.
10. 
Clear Label of Venue which must include; Rows of candidates with their
correct candidate number for candidates to easily track their seats.
All VS must be aware of the seating plan

11. 
Make sure the Three Way ID check is completed before the candidate
enters the examination hall.
12. 
Make sure to sign when receiving and handing over the Confidential paper
from/to the supervisor
13. 
Check each candidate ID and statement of entry before and during
examination.

14. 
Row invigilators and floaters must be sure of their designated rows.
Ensure to guide the candidates at every step possible.
15. 
Row duty invigilators must follow the protocol in keeping the count of
Question Paper along with the Answer Booklet. Ensure to assist candidates
where necessary.
16. 
Make sure each candidate has the correct exam paper, distribution of
examination paper and answer sheets must be done in the agreed time.
17. 
Make sure the VS collects the question paper and answer booklet at the
end of the exam session
18. 
Ensure candidates do not communicate with each other during the
examination.
19. 
Ensure to escort candidates to the wash room if required.
Check candidates’ id before and after the washroom break.

20. 
Provide candidates with drinking water if they ask.
21. 
Reporting any unusual activity to the Supervisor at the venue, Operations
team and VS Management team immediately
22. 
After completion of examination, make sure to check all the additional
booklets are attached.
23. 
Make sure all the examination papers are collected in the correct order as
per the roll id and count.
24. 
Handover the examination/confidential paper to the venue staff with the
receiving.
25. 
Wait for the Supervisor to give instructions, before you let the candidates
out of the examination hall.
26. 
Candidates above 18 (white) must leave the hall row wise and in complete
silence.
Candidates under 18 (yellow) must stay seated until further instructions.
Safe handling (Yellow, stamp) candidates must be escorted by the VS
27. 
Always follow the instructions of the supervisor.
Do not hesitate to reach out to the supervisor in case of any confusion

28. 
Inform 24 hours before in case of unavailability.

29. 
Conduct exam in a child safe environment. Ensure a pleasant and
favourable attitude throughout the examination
30. 
medium
Checklist for Invigilators/Marshal

1. 
prohibited.
2. Bring original CNIC at the venue. 
Mark your attendance, Use CICO cards or follow manual registration in

3. 
4.
Submit all your belongings (Mobile phones/bags). 
Assistant Supervisors and Red for Invigilators and yellow for Child
5. 
visible.
6. Setting up Help Desk at the venue. 
Setting up the venue (Floor Tags, Desk Labelling, Hall Branding,

Time/Duration of examination and signage that must include;
a) Maintain Silence,
b) Child Protection standee
7. 
c) Venue wise PK allotment
d) Emergency Exit
e) Cambridge notices
Make sure all clocks are synchronised and placed in such a way that is
8. 
visible for the candidates at the venue.
9. Seating arrangements must be in the correct order. 

Clear Label of Venue which must include; Rows of candidates with their
correct candidate number for candidates to easily track their seats.
10. 
All VS must be aware of the seating plan
Make sure the Three Way ID check is completed before the candidate
11. 
enters the examination hall.
Make sure to sign when receiving and handing over the Confidential paper
12. 
from/to the Supervisor/Assistant Supervisor
13. Check each candidate ID and statement of entry during attendance. 
14. Row invigilators and floaters must be sure of their designated rows. 
Row duty invigilators must follow the protocol in keeping the count of
15. 
Question Paper along with the Answer Booklet.
Make sure each candidate has the correct exam paper according to their
16. 
statement of entry.
Make sure the VS collects the question paper and answer booklet at the
17. 
end of the exam session
Ensure candidates do not communicate with each other during the

18. 
examination.
Ensure to escort candidates to the wash room if required.

19. 
Check candidates’ id before and after the washroom break.
20. Provide candidates with drinking water if they ask. 
Reporting any unusual activity to the Assistant Supervisor/Supervisor at

21. 
the venue, Operations team and VS Management team immediately
After completion of examination, make sure to check all the additional

22. 
booklets are attached.
Make sure all the examination papers are collected in the correct order as
23. 
per their desk label
Handover the examination/confidential paper to the Assistant Supervisor

24. 
with the receiving.
Wait for the Supervisor to give instructions, before you let the candidates
25. 
out of the examination hall.
Candidates above 18 (white) must leave the hall row wise and in complete
26. 
silence.

Candidates under the age of 18 (yellow) must stay seated until further
instructions.
Safe handling (Yellow, stamp) candidates must be escorted by the VS
27. Pre-exam, during and post exam support to the Supervisor/ British Council 
Always follow the instructions of the supervisor.

28. 
Do not hesitate to reach out to the supervisor in case of any confusion.
29. Inform 24 hours before in case of unavailability. 
Conduct exam in a child safe environment. Ensure a pleasant and

30. 
courteous attitude throughout the examination
31. 
medium

Child Protection Guidelines
Why Child Protection for the British Council?
We all have a fundamental duty of care for the children who engage in activities with us. We
recognize our responsibility to protect them from abuse, exploitation and negligence, applying
zero tolerance and aiming to create a safe environment for them.
*The British Council has Zero Tolerance for ‘not taking all necessary measures to ensure child
protection’
Your responsibilities:
 You have a duty to familiarize yourself with the Child Protection Policy and its Code of
Conduct.
 All staff have a duty to follow the child protection code of conduct for behavior towards
children
 You have a duty to report all child protection concerns to the Head of Child Protection
Pakistan.
 Ensure you follow safe examination procedures such as respecting children, child protection
branding, be visible at all time when dealing with children, safe waiting areas, safe collection
procedures etc.
 Listen to and respect children, empower them and let them participate in planning and
delivering activities as much as possible
 Be aware of situations which may present risks for children and take appropriate actions
 As far as possible, be visible when working with children
 Consider your physical appearance at work. Adults working with children should dress
appropriately for the task undertaken
 Contribute to ensure a sense of accountability amongst staff so that poor practice or
potentially abusive behavior does not go unchallenged
 Report any concerns you may have about the protection or wellbeing of a child/children to
your
 Child Protection Focal Point, line manager or the corporate Child Protection Team
 Observe confidentiality and not talk about any situations of actual or suspected abuse that
occurs except in accordance with this policy. This is necessary to protect the privacy of those
involved
You must NEVER:

 Hit or otherwise physically assault or abuse children
 Act in ways meant to shame, humiliate, belittle or degrade children
 Show differential treatment, or favor particular children to the exclusion of others
 Use language or make suggestions which are inappropriate, offensive or abusive
 Spend excessive time alone with children away from others
 Develop relationships with children which could in any way be seen as exploitative or
abusive
 Develop intimate sexual relationships with children
 Pay for sexual services, of any kind, at any time, with anyone under the age of 18 years

old, even if the age of sexual consent in the country is under 18 years.
 Expose children to pornographic materials in electronic or any other form
 Permit children to take part in activities that are illegal, unsafe or abusive
 Whilst working:
o take or condone the taking of illegal drugs
o drink alcohol when with children (or prior to contact)
 Invite, or allow, a child you have met through work into your home
 Offer to transport a child alone in a car
 Enter a child’s private home unless there is a responsible adult present.
 Use personal email accounts, social networking sites, mobile phones or other means
of communication to contact children. Always use business email accounts and copy in
parents when sending out communication to children.
 Don’t take photos of children participating in British Council activities
 Let allegations go unreported, including any made against them
 Agree to keep any information relating to the abuse of a child confidential. You should
always follow the procedures for reporting concerns
Anyone working with the British Council, either in a paid or unpaid, full or part time capacity
including employees, contractors, agency staff, consultants, volunteers and interns must make sure
that they are familiar with and abide by the mandatory Child Protection Policy,
a statement of which can be found on the British Council website:
http://www.britishcouncil.org/organisation/transparency/policies/child-protection
All staff is responsible for implementing the Child Protection Policy, which includes a responsibility to
report any allegations or expression of concern involving either a:
1. Child who has contact with the British Council who is at risk of harm within the family or
community; and / or
2. Employee of the British Council, either in a paid or unpaid , full or part time capacity
including contractors, agency staff, consultants, volunteers and interns
You must promptly report any allegations or expressions of concern to your region.


Child Protection Focal Person (CPFP) needs to ensure

below requirements on test day
Before the exam:
 Separate waiting areas are available for under 18 and above 18 years candidates
and all required facilities are available i.e. Shadow, water and chairs as per the
number of candidates.
 Supervise the test day under 18 waiting area properly all the times and ensure that
only under 18 candidates are using that area.
 Smooth entry of under 18 candidates in the exam hall first and then the above 18
During the exams:
 Check the candidates SOEs against the provided CP safe collection list and stamp
the SOEs during the exam.
 Ensure that safe collection SOEs are stamped properly for safe collection
 Manage the parent and schools POCs in a professional way
 Provide the parents and schools POCs required information regarding exams end
time and expected safe collection time for every session

After the exams:
 Safe exit of all under 18 candidates in the respective waiting area after the exam
 Smooth handover of safe collection students as per the list and mark (tick) against
the candidate’s name for each exam session
 After one hour of exam, mark (cross) against the names of students where parents
do not come for the safe collection
 Manage the record of all safe collection in a file and handover this file to store person
on daily basis for secure storage
 Receive and process all opt out form and inform to BC Ops Staff immediately

Child Protection Focal Point

The Code of Conduct makes it clear that all British Council Staff have a duty to report child
protection concerns.
If you have any concern complete Child Protection Incident Form and/or contact child protection
focal point (Exams team will let you know who is focal point for your venue) immediately.
You can consult the handling disclosure guidelines on how to handle the disclosures by children.
The focal person will report (within 24 hours) to BC’s Head of Child Protection Pakistan.
You can also report directly to:
o Samina.Sardar@britishcouncil.org.pk
o Lyca.Bhatti@britishcouncil.org.pk
North (British Council Islamabad)

1. Naveed Hussain: Naveed.Hussain@britishcouncil.org.pk
2. Designated Child Protection forum: CP@britishcouncil.org.pk
South (British Council Islamabad)

1. Lenny Menezes: Lenny.Menezes@britishcouncil.org.pk
Central (British Council Islamabad)

1. Malik Awais: Malik.Awais@britishcouncil.org.pk

Dos & Don’ts for Venue Staff while conducting exams
Dos:
 Deal everybody (internal/external customers/peers) politely, friendly and respectfully
 Assist the customers with a smile and an attitude to assist
 Know British Council’s policies well
 Speak clearly, directly and summarize in the end
 Write clearly
 Always be professional
 Listen carefully
 Ask questions to clarify the concern
 Have your body language on point
 Look presentable (keeping the VS dress code in mind)
 Positive Facial expressions
 Acknowledge the concern. Empathies and Sympathize where needed
 Outline a plan of action. Let them know what steps you have taken to resolve their concern
 Fix the problem once so that the customer doesn’t have to raise the same concern again
 Follow up to ensure satisfaction
 Work together as part of a team
 Motivate team members
Don’ts:
 Use mobile phones while on the venue
 Socialize with other employees when customers are present
 Be impolite & rude with anyone
 Have unhelpful attitude
 Interrupt the customer
 Speak fast
 Use jargons
 Avoid eye contact
 Get defensive
 Loose your temper
 Force customers to give you the same information more than once
 Misuse/abuse/share Customer Information with another person via any medium
 Misguide (take help if not confident on something)
 Say I don’t know or No directly
Useful Phrases:
 Please
 Thank you
 I would love to help

 How may I help?

 You’re right
 I understand how you feel
 Happy to help
 I can definitely help with that…
 I assure you
 Thanks for bringing this to our attention
 Nice to meet you
Words & phrases that disturb customer relationship:

 What is wrong?
 Are you unsatisfied?
 Are you confused?
 What’s your problem?
 I don’t understand you.
 What are you saying?
 We are sorry for giving you bad service!
 That is terrible!
 I don’t think you’re listening to me.
 There is nothing I can do.
 Let me correct you on that.
 Sorry, but It’s our policy
Thought:
“Love Your Work and Believe in yourself & your Team”

Security Instructions
In Case of Fire Eruption

 Identify the Fire
Immediately Alarm everyone
Try to extinguish the Fire only if you are trained and it is safe to do so
 Ask everyone to evacuate the building
o Do not take along exams papers
o Ask candidates to leave all the things behind
 Ensure that everyone has safely left the building; arrangements should be in place for
candidates with special needs.
 Inform Emergency Response Services (15, Fire Brigade)
 Assemble at the Assembly Area
 Conduct the Head Count
 Do not re-enter the building unless declared safe by Emergency Response Service
 Be prepared for candidates.
In Case of Earthquake

Before:
 Look around places where you spend time. Identify safe places such as under a sturdy piece
of furniture or against an interior wall in your home, office or school so that when the
shaking starts, you Drop to the ground, Cover your head and neck with your arms, and if a
safer place is nearby, crawl to it and Hold On.
 Practice how to “Drop, Cover, and Hold On!” – To react quickly you must practice often. You
may only have seconds to protect yourself in an earthquake.
 Before an earthquake occurs, secure items that could fall and cause injuries (e.g.,
bookshelves, mirrors, light fixtures).
 Store critical supplies (e.g., water, medication) and documents.
 Plan how you will communicate with family members
During:
If you are inside a building:
 Stay where you are until the shaking stops. Do not run outside. Do not get in a doorway as
this does not provide protection from falling or flying objects, and you may not be able to
remain standing.
 Drop down onto your hands and knees so the earthquake doesn’t knock you down. Drop to
the ground (before the earthquake drops you!).
 Cover your head and neck with your arms to protect yourself from falling debris.
 If you are in danger from falling objects, and you can move safely, crawl for additional cover
under a sturdy desk or table.
 If there is low furniture or an interior wall or corner nearby, and the path is clear, these may
also provide some additional cover.
 Stay away from glass, windows, outside doors and walls, and anything that could fall, such as
light fixtures or furniture.
 Hold on to any sturdy covering so you can move with it until the shaking stops. Stay where
you are until the shaking stops.
If getting safely to the floor to take cover won’t be possible:
 Identify an inside corner of the room away from windows and objects that could fall on
you. The Earthquake Country Alliance advises getting as low as possible to the floor. People
who use wheelchairs or other mobility devices should lock their wheels and remain seated
until the shaking stops. Protect your head and neck with your arms, a pillow, a book, or
whatever is available.
If you are in bed when you feel the shaking:
 If you are in bed: Stay there and Cover your head and neck with a pillow. At night, hazards
and debris are difficult to see and avoid; attempts to move in the dark result in more injuries
than remaining in bed.

If you are outside when you feel the shaking:
 If you are outdoors when the shaking starts, move away from buildings, streetlights, and
utility wires. Once in the open, “Drop, Cover, and Hold On.” Stay there until the shaking
stops. This might not be possible in a city, so you may need to duck inside a building to
avoid falling debris.
If you are in a moving vehicle when you feel the shaking:
 If you are in a moving vehicle, stop as quickly and safely as possible and stay in the
vehicle. Avoid stopping near or under buildings, trees, overpasses, and utility wires.
Proceed cautiously once the earthquake has stopped. Avoid roads, bridges, or ramps
that the earthquake may have damaged.
After
 When the shaking stops, look around. If there is a clear path to safety, leave the building
and go to an open space away from damaged areas.
 If you are trapped, do not move about or kick up dust.
 If you have a cell phone with you, use it to call or text for help.
 Tap on a pipe or wall or use a whistle, if you have one, so that rescuers can locate you.
 Once safe, monitor local news reports via battery operated radio, TV, social media, and
cell phone text alerts for emergency information and instructions.
For Aggressive Candidates/Parents

 Talk to the person and resolve the complaint – reasoning
Assess the threat
 If beyond control inform venue security to handle the person
 If needed ask security to escort the person outside the premises
Report to Venue Supervisor
In case of any Protest/Demonstration

 Ask security to close the entrance
 Try to ascertain the reason for the protest report to Venue Supervisor
 If safe, Venue Supervisor to try to talk with key persons and resolve the issue
 Assess the threat lock out the exam hall and inform Police/ Law Enforcing agency
Report to Head of Operations
In Case of Threat Call:

 These could be bomb threats, threats against some terrorist action
 Remain calm, listen to the caller and try to make notes
 Record the time and duration of the call, Exact words of the caller and noticeable accent
 Try asking who the caller is or who he represents, why is the threat being made
 DO NOT create panic
 Report immediately to Venue Supervisor, who must report to Head of Operations/Security
When told carryout evacuation of the venue

Medical Emergency
 If minor injury – administer First Aid
 If serious, administer First Aid (if required) and call emergency services (ambulance)
 Report to Head of Security
 Keep follow up
 Inform NOKs as per instructions
Deterioration in the Security Situation in City

 Ask venue security to close the entrance
 Lock out the exam hall and inform Police/ Law Enforcing agency
 Report to Head of Security
 Try to ascertain the situation
 Remain lock out unless instructed to evacuate.
Emergency Numbers to be contacted
Name Designation Contact No.
Ahmed Khan Head of Security (+92)3006525184

Nasar Shakil Head of Exams (+92)3018228345
Ambulance Rescue 1122 1122

Service
Police Control Room 15
Bomb Disposal 042 99 212104
Rangers Helpline 1101
Fire Brigade Rescue 1122 1122

Hours of Work
• The work hours is the time you perform duty at the venue
• This is a service that you are paid for
• Accurate reporting of hours is necessary
• The max cap of duty hours per session is 6 hours for GCE session, any time above this would
have to be approved by Operations officer with proper reasoning mentioned clearly on the
assurance sheet.
• The max cap of duty hours for Non GCE exam is 8 hours, any time above this would have to
be approved by Operations officer with proper reasoning mentioned clearly on the
assurance sheet.
• You should be logged in till the time you are working, waiting before and after the session is
not payable.
• Please log out as soon as your duty requirement is over.
• Assistant Supervisor will not be used for back office tasks or setting up the hall.
• Forgery or false accounting can be considered as Fraud and British Council has zero
tolerance against it.
Session Working Hours

GCE (May/June) (Oct/Nov) 6 Hours
 UOL 6 Hours
 EDXCEL 6 Hours
 SCHOOLS 6 Hours
Non GCE Exams 8 Hours
 IELTS 8 Hours
 LIFESKILLS 8 Hours
 IELTS for UKVI 8 Hours
 CD IELTS 8 Hours
 CDI for UKVI 8 Hours
 PROFESSIONAL 8 Hours
 ACCA-CBE 8 Hours
 ACCA-PNP 8 Hours
 PROFESSIONAL CFA 8 Hours
*Note: Without approval from Operations Officer, payment will not be processed

Escalation Process
Operational Queries
(Examination Services Officer)
•Scheduling
•Venue Allocation
ESO
•Payments
•Log in Sheets
ESO
•Replacement
•Absenteeism
ESO
Performance Behavior Queries
(Venue Staff Officer)

•Behavior Issues
•Misconduct
VSO
•Raising Concern
•Performance Evaluation
VSO •Trainings and Promotions
•Personnel Data Update

•Rewarding/Awarding
VSO
Escalation Process for Query Management
 Register Your Query For NORTH :

o PK_ISB_VS_QUERIES@britishcouncil.org.pk

 Register Your Query For SOUTH :

o PK_KHI_VS_QUERIES@britishcouncil.org.pk
 Register Your Query For CENTRAL :
o PK_LHE1_VS_QUERIES@britishcouncil.org.pk
Queries Regarding Payment and Scheduling Queries Regarding Performance Behaviour,

(Operational) Contracting (Operational)
ESO VSO
• The general response time is 3 • The general response time is 3 working
working days days
• If not responded send it to the • If not responded send it to the

concerned person (ESO) concerned person (VSO)
• The response time for this is 2 • The response time for this is 2 working
working days days
• Even then if your query is • Even then if your query is unanswered,
unanswered, the query should be the query should be sent to the ESO
sent to the VSO
• If the query still remains after 1 • If the query still remains after 1 working
working day day
• The query should be routed to the • The query should be routed to the
Examination Services Manager. Examination Services Manager.
Point of Contact for Escalation Process
NORTH
Name/Designation Query Type Query Contact
Stage

Basma Aftab / Operational Stage 2 Basma.Aftab@britishcouncil.org.pk

Examination Services
Officer
Amyna Ajani / Operational Stage 2 Amyna.Ajani@britishcouncil.org.pk

Examination Services (Payment Related)
Officer
Hamad Ullah Mangrio Performance Stage 2 Hamadullah.Mangrio@britishcouncil.or

/ Behavior g.pk
Stage 3
Venue Staff Officer Operational
Shahan Sohail / Performance Stage 4 Shahan.Sohail@britishcouncil.org.pk

Examination Services Behavior
Manager Stage 4
Operational
SOUTH
Stage
Abdul Nafay Qazi/ Operational Stage 2 Abdul.nafay@britishcouncil.org.pk

Officer
Sadia Operational Stage 2 sadia.mansoor@britishcouncil.org.pk

Mansoor/Examination (Payment
Services Officer Related)
Ali Yar Khan/ Venue Staff Performance Stage 2 ali.khan@britishcouncil.org.pk

Officer Behavior
Stage 3
Operational
Shahan Sohail/ Performance Stage 4 Shahan.sohail@britishcouncil.org.pk

Manager Stage 4
Operational

Central
Stage
Abbas Hussain/ Operational Stage 2 Hussain.Abbas@britishcouncil.org.pk

Officer
Shahbaz Naqvi Operational Stage 2 Shahbaz.Naqvi@britishcouncil.org.pk

(Payment
/Examination Services Related)
Officer
Ahmed Mobeen/ Venue Performance Stage 2 Mobeen.Ahmed@britishcouncil.org.pk

Staff Officer Behavior
Stage 3
Operational
Shahan Sohail/ Performance Stage 4 Sana.Rashid@britishcouncil.org.pk

Manager Stage 4
Operational

Vs Resource Pack 1

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VENUE STAFF

Venue Staff General Roles and Responsibilities ................................................................................... 3

For 2019-2020 Prepared by Amyna Ajani

Deterioration in the Security Situation in City ............................................................................ 22

For 2019-2020 Prepared by Amyna Ajani

Venue Staff General Roles and Responsibilities

(For all Designations)

For 2019-2020 Prepared by Amyna Ajani

For 2019-2020 Prepared by Amyna Ajani

Checklist for Venue Staff while conducting Exams

Checklist for Supervisors

Follow the British Council required Dress Code -Smart Casual

3. Mark your attendance, Use CICO cards or follow manual registration in 

Ensure proper CM MANAGEMENT, dispatchment of consignment,

9. Hold pre examinations briefing with Venue Staff. 

11. Paper opening to be done in timely manner following all protocols. 

Make Examinations announcements after the distribution of examination

15. Read instructions to the candidates at the beginning of the examination 

16. Supervision of candidates during the exam conduction. 

17. Management of Security and Venue staff at the venue. 

For 2019-2020 Prepared by Amyna Ajani

Assistance to the British Council staff members as per the Examination/British

19. Conduct exam in a child safe environment. 

20. Evaluate and monitor VS performance. 

21. Adhere to the British Council code of conduct. 

27. Pre-exam & post exam support to the British Council. 

28. Inform 24 hours before in case of unavailability. 

Conduct exam in a child safe environment. Ensure a pleasant and favourable

For 2019-2020 Prepared by Amyna Ajani

Checklist for Assistant Supervisors

All VS must be aware of the seating plan

For 2019-2020 Prepared by Amyna Ajani

Check candidates’ id before and after the washroom break.

Candidates under 18 (yellow) must stay seated until further instructions.

Safe handling (Yellow, stamp) candidates must be escorted by the VS

Do not hesitate to reach out to the supervisor in case of any confusion

For 2019-2020 Prepared by Amyna Ajani

Checklist for Invigilators/Marshal

Follow the British Council required Dress Code -Smart Casual

2. Bring original CNIC at the venue. 

Mark your attendance, Use CICO cards or follow manual registration in

6. Setting up Help Desk at the venue. 

Setting up the venue (Floor Tags, Desk Labelling, Hall Branding,

9. Seating arrangements must be in the correct order. 

For 2019-2020 Prepared by Amyna Ajani

13. Check each candidate ID and statement of entry during attendance. 

Ensure candidates do not communicate with each other during the

Ensure to escort candidates to the wash room if required.

20. Provide candidates with drinking water if they ask. 

Reporting any unusual activity to the Assistant Supervisor/Supervisor at

After completion of examination, make sure to check all the additional

Handover the examination/confidential paper to the Assistant Supervisor

For 2019-2020 Prepared by Amyna Ajani

Safe handling (Yellow, stamp) candidates must be escorted by the VS

Always follow the instructions of the supervisor.

29. Inform 24 hours before in case of unavailability. 

Conduct exam in a child safe environment. Ensure a pleasant and

For 2019-2020 Prepared by Amyna Ajani

Child Protection Guidelines

Why Child Protection for the British Council?

You must NEVER:

For 2019-2020 Prepared by Amyna Ajani

For 2019-2020 Prepared by Amyna Ajani

For 2019-2020 Prepared by Amyna Ajani