Quality Service Skills in partnership with Education is Key is proud to be delivering Nationally Recognised Qualifications in hospitality and cookery to the VETis Program across Australia.

Education Is Key is a resource and assessment development company founded by leading Food and Health education professional, Julie Armstrong.

Established in 2017, Julie founded Education Is Key to fill a perceived gap in direct support offered to teachers.

Through guided assessments and structured student support to prepare and review study design content for external examinations.

Quality Service Skills is a Registered Training Organisation established in 2002, owned and managed by Jackie since 2017.

Specialising in delivering quality training that meets industry needs, we have experience with school-based traineeships, classroom learning, professional development and self-paced study.

Jackie and Julie met in 2018 – and immediately realised the potential from merging our aligned experience and knowledge to assist school students to upskill in the hospitality industry.

We are excited to bring our combined services to high schools (in Victoria from 2022) and across Australia from 2024, through our Auspiced VET in Schools program in Certificate II Cookery, Certificate I, II and III in Hospitality, Certificate I in Baking, Certificate II in Workplace Skills and the Dual Certificate II Cookery & Hospitality.

How does it work?

Reach out to Julie or Jackie to discuss your needs. We will run through:

  • qualification requirements including electives
  • trainer requirements including qualifications, industry currency, VET currency
  • equipment requirements
  • LMS overview
  • the price per learner
  • options for uniforms and knife kits (if relevant)
  • and anything else relevant to your school

 

Click here to watch any YouTube videos linked in the Learning Management System,

if your school network does not allow YouTube to be played.

 

 

 

 

Click here to watch any Teacher Instruction videos for using aNewSpring and JobReady Teacher Portal. 

SIT20421 Certificate II Cookery

This qualification reflects the role of individuals working in kitchens who use a defined and limited range of food preparation and cookery skills to prepare food and menu items. They are involved in mainly routine and repetitive tasks and work under direct supervision.

This qualification provides a pathway to work in kitchen operations in organisations such as restaurants, hotels, catering operations, clubs, pubs, cafés, and coffee shops; and institutions such as aged care facilities, hospitals, prisons, and schools.

Possible job titles include:

  • breakfast cook
  • catering assistant
  • fast food cook
  • sandwich hand
  • takeaway cook

The training is delivered as per the school timetable over 1-2 years.

The Trainers for this program are employed by the school; or can be provided by EIK and QSS on a placement arrangment.

Trainers are experienced and qualified in both Training & Assessment, and the hospitality industry.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Assessment include the option of scored or unscored assessments as per individual student needs.

Assessments include:

  • Clustered Knowledge Questions covering multiple units of competency (avoiding duplication)
  • Clustered Practical Observations of all practical units of competency

There are no pre-requisite requirements to undertake this training program.

QSS and EIK will work with the school to identify the language, literacy, numeracy and digital literacy skills of the students interested in participating.

If needed, Integration Aids, Support Teachers or other forms of school support may be required to assist some learners with their study needs.

Students are referred to the program after ensuring their elibility and confirming they hold the Foundation skills required to undertake this course.

All schools are provided a relevant Foundation Skills checklist.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Option 1:

  • aNewSpring access for all resources including assessments and Learner content, links and resources
  • $ 300 per student per year (capped at 2 years maximum)

Option 2:

  • Printed copies of Assessment and Learner Guides (no access to aNewSpring)
  • $ 350 per student per year (capped at 2 years maximum)
  • If a school / student decides to switch to aNewSpring part way through a school year; there is a $25 fee per student payable (licence cost)

QSS & Education is Key do NOT charge any administration or school fees. There are no minimum students numbers required to Auspice this program through QSS and Education is Key.

All students receive a login to aNewSpring Learning Management System. Within the LMS the students can access their:

  • learner materials
  • learner guides in PDF (available for download and access offline)
  • assessment tasks, including % completed for each task, unit and qualification
  • outstanding tasks (for submission)
  • unit completions
  • messages

All teachers also have a trainer login; providing them with:

  • results per student, per unit, per task, per class
  • assessments to be marked
  • outstanding tasks (per student, per unit, per task, per class)
  • messages (sent, received)

SIT10222 Certificate I in Hospitality

This qualification reflects the role of individuals who participate in a range of routine and predictable hospitality work activities. They work under close supervision and are given clear directions to complete tasks.

This qualification provides a pathway to work in various hospitality settings, such as restaurants, hotels, motels, catering operations, clubs, pubs, cafés, and coffee shops.

The skills in this qualification must be applied in accordance with Commonwealth and State/Territory legislation, Australian standards and industry codes of practice.

No occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication.

There are 3 core units:

  • BSBTWK201 Work effectively with others
  • SITXCCS009 Provide customer information and assistance
  • SITXWHS005 Participate in safe work practices

and three electives units to suit the schools needs.

QSS and EIK do recommend chosing SITXFSA005 Use hygienic practices for food safety, as one of the electives.

The training is delivered as per the school timetable over 1 year.

The Trainers for this program are employed by the school; or can be placed in the school by EIK / QSS under a placement arrangement.

Trainers are experienced and qualified in both Training & Assessment, and the hospitality industry.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Assessment include the option of scored or unscored assessments as per individual student needs.

Assessments include:

  • Clustered Knowledge Questions covering multiple units of competency (avoiding duplication)
  • Projects for theory-based units of competency to embed theory knowledge
  • Clustered Practical Observations of all practical units of competency

There are no pre-requisite requirements to undertake this training program.

QSS and EIK will work with the school to identify the language, literacy, numeracy and digital literacy skills of the students interested in participating.

If needed, Integration Aids, Support Teachers or other forms of school support may be required to assist some learners with their study needs.

Students are referred to the program after ensuring their elibility and confirming they hold the Foundation skills required to undertake this course.

All schools are provided a relevant Foundation Skills checklist.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Option 1:

  • aNewSpring access for all resources including assessments and Learner content, links and resources
  • $ 300 per student per year (capped at 2 years maximum)

Option 2:

  • Printed copies of Assessment and Learner Guides (no access to aNewSpring)
  • $ 350 per student per year (capped at 2 years maximum)
  • If a school / student decides to switch to aNewSpring part way through a school year; there is a $25 fee per student payable (licence cost)

QSS & Education is Key do NOT charge any administration or school fees. There are no minimum students numbers required to Auspice this program through QSS and Education is Key.

All students receive a login to aNewSpring Learning Management System. Within the LMS the students can access their:

  • learner materials
  • learner guides in PDF (available for download and access offline)
  • assessment tasks, including % completed for each task, unit and qualification
  • outstanding tasks (for submission)
  • unit completions
  • messages

All teachers also have a trainer login; providing them with:

  • results per student, per unit, per task, per class
  • assessments to be marked
  • outstanding tasks (per student, per unit, per task, per class)
  • messages (sent, received)

SIT20322 Certificate II in Hospitality

This qualification reflects the role of individuals who have a defined and limited range of hospitality operational skills and basic industry knowledge. They are involved in mainly routine and repetitive tasks and work under direct supervision.

This qualification provides a pathway to work in various hospitality settings, such as restaurants, hotels, motels, catering operations, clubs, pubs, cafés, and coffee shops.

Possible job titles include:

  • bar attendant
  • café attendant
  • catering assistant
  • food and beverage attendant
  • front office assistant
  • porter
  • room attendant.

The training is delivered as per the school timetable over 1-2 years.

The Trainers for this program are employed by the school; or can be placed in the school by EIK / QSS under a placement arrangement.

Trainers are experienced and qualified in both Training & Assessment, and the hospitality industry.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Assessment include the option of scored or unscored assessments as per individual student needs.

Assessments include:

  • Clustered Knowledge Questions covering multiple units of competency (avoiding duplication)
  • Projects for theory-based units of competency to embed theory knowledge
  • Clustered Practical Observations of all practical units of competency

There are no pre-requisite requirements to undertake this training program.

QSS and EIK will work with the school to identify the language, literacy, numeracy and digital literacy skills of the students interested in participating.

If needed, Integration Aids, Support Teachers or other forms of school support may be required to assist some learners with their study needs.

Students are referred to the program after ensuring their elibility and confirming they hold the Foundation skills required to undertake this course.

All schools are provided a relevant Foundation Skills checklist.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Option 1:

  • aNewSpring access for all resources including assessments and Learner content, links and resources
  • $ 300 per student per year (capped at 2 years maximum)

Option 2:

  • Printed copies of Assessment and Learner Guides (no access to aNewSpring)
  • $ 350 per student per year (capped at 2 years maximum)
  • If a school / student decides to switch to aNewSpring part way through a school year; there is a $25 fee per student payable (licence cost)

QSS & Education is Key do NOT charge any administration or school fees. There are no minimum students numbers required to Auspice this program through QSS and Education is Key.

All students receive a login to aNewSpring Learning Management System. Within the LMS the students can access their:

  • learner materials
  • learner guides in PDF (available for download and access offline)
  • assessment tasks, including % completed for each task, unit and qualification
  • outstanding tasks (for submission)
  • unit completions
  • messages

All teachers also have a trainer login; providing them with:

  • results per student, per unit, per task, per class
  • assessments to be marked
  • outstanding tasks (per student, per unit, per task, per class)
  • messages (sent, received)

Dual SIT20322 Certificate II in Hospitality and SIT20421 Certificate II in Cookery

Why not have your students achieve both qualifications?

Mixing both core and relevant electives; 12 units must be delivered in Year 1; and 4 units in Year 2.

Although a heavier study load; students graduate with two relevant qualifications; setting them up for future employment pathways.

The training is delivered as per the school timetable over two years.

The Trainers for this program are employed by the school; or can be placed in the school by EIK / QSS under a placement arrangement.

Trainers are experienced and qualified in both Training & Assessment, and the hospitality industry.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Assessment include the option of scored or unscored assessments as per individual student needs.

Assessments include:

  • Clustered Knowledge Questions covering multiple units of competency (avoiding duplication)
  • Projects for each unit of competency to embed theory knowledge
  • Clustered Practical Observations of all practical units of competency

There are no pre-requisite requirements to undertake this training program.

QSS and EIK will work with the school to identify the language, literacy, numeracy and digital literacy skills of the students interested in participating.

If needed, Integration Aids, Support Teachers or other forms of school support may be required to assist some learners with their study needs.

Students are referred to the program after ensuring their elibility and confirming they hold the Foundation skills required to undertake this course.

All schools are provided a relevant Foundation Skills checklist.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Option 1:

  • aNewSpring access for all resources including assessments and Learner content, links and resources
  • $ 300 per student per year (capped at 2 years maximum)

Option 2:

  • Printed copies of Assessment and Learner Guides (no access to aNewSpring)
  • $ 350 per student per year (capped at 2 years maximum)
  • If a school / student decides to switch to aNewSpring part way through a school year; there is a $25 fee per student payable (licence cost)

QSS & Education is Key do NOT charge any administration or school fees. There are no minimum students numbers required to Auspice this program through QSS and Education is Key.

All students receive a login to aNewSpring Learning Management System. Within the LMS the students can access their:

  • learner materials
  • learner guides in PDF (available for download and access offline)
  • assessment tasks, including % completed for each task, unit and qualification
  • outstanding tasks (for submission)
  • unit completions
  • messages

All teachers also have a trainer login; providing them with:

  • results per student, per unit, per task, per class
  • assessments to be marked
  • outstanding tasks (per student, per unit, per task, per class)
  • messages (sent, received)

FBP10221 Certificate I in Baking

This qualification describes the basic skills and knowledge of an individual preparing for entry level work or training in a commercial baking environment.

An exciting program and an alternative to the Certificate I in Hospitality, with hands-on baking including sponge products, breads and much more!

 

Units include 6 core:

 

and two electives. QSS and EIK recommend:

 

The training is delivered as per the school timetable over two years.

The Trainers for this program are employed by the school; or can be placed in the school by EIK / QSS under a placement arrangement.

Our qualified Pastry Chef, Teacher and Trainer Julie Armstrong can assist you in the logistics of delivering this program; including trainer qualification and equipment requirements

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Assessment include the option of scored or unscored assessments as per individual student needs.

Assessments include:

  • Clustered Knowledge Questions covering multiple units of competency (avoiding duplication)
  • Projects for each unit of competency to embed theory knowledge
  • Clustered Practical Observations of all practical units of competency

There are no pre-requisite requirements to undertake this training program.

QSS and EIK will work with the school to identify the language, literacy, numeracy and digital literacy skills of the students interested in participating.

If needed, Integration Aids, Support Teachers or other forms of school support may be required to assist some learners with their study needs.

Students are referred to the program after ensuring their elibility and confirming they hold the Foundation skills required to undertake this course.

All schools are provided a relevant Foundation Skills checklist.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Option 1:

  • aNewSpring access for all resources including assessments and Learner content, links and resources
  • $ 300 per student per year (capped at 2 years maximum)

Option 2:

  • Printed copies of Assessment and Learner Guides (no access to aNewSpring)
  • $ 350 per student per year (capped at 2 years maximum)
  • If a school / student decides to switch to aNewSpring part way through a school year; there is a $25 fee per student payable (licence cost)

QSS & Education is Key do NOT charge any administration or school fees. There are no minimum students numbers required to Auspice this program through QSS and Education is Key.

All students receive a login to aNewSpring Learning Management System. Within the LMS the students can access their:

  • learner materials
  • learner guides in PDF (available for download and access offline)
  • assessment tasks, including % completed for each task, unit and qualification
  • outstanding tasks (for submission)
  • unit completions
  • messages

All teachers also have a trainer login; providing them with:

  • results per student, per unit, per task, per class
  • assessments to be marked
  • outstanding tasks (per student, per unit, per task, per class)
  • messages (sent, received)

BSB10120 Certificate I in Workplace Skills

This qualification reflects the role of individuals who have not yet entered the workforce, and are developing the necessary skills in preparation for work. They may undertake a variety of simple tasks under close supervision.

This qualification provides a range of introductory skills and knowledge to provide individuals with an understanding of the business environment.

2 core units

Plus 4 elective units to suit the schools needs.

QSS and EIK suggestion for elective units is to combine three Workplace Skills units to allow students to create a Portfolio as their Project – covering all theory knowledge for the assessment of the five units. This includes:

And then the final unit to be a practical hands-on unit for example SITXFSA005 Use hygienic practices for food safety.

 

The training is delivered as per the school timetable over two years.

The Trainers for this program are employed by the school; or can be placed in the school by EIK / QSS under a placement arrangement.

Trainers are experienced and qualified in both Training & Assessment, and the hospitality industry.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Assessment include the option of scored or unscored assessments as per individual student needs.

Assessments include:

  • Clustered Knowledge Questions covering multiple units of competency (avoiding duplication)
  • Projects for each unit of competency to embed theory knowledge
  • Clustered Practical Observations of all practical units of competency

There are no pre-requisite requirements to undertake this training program.

QSS and EIK will work with the school to identify the language, literacy, numeracy and digital literacy skills of the students interested in participating.

If needed, Integration Aids, Support Teachers or other forms of school support may be required to assist some learners with their study needs.

Students are referred to the program after ensuring their elibility and confirming they hold the Foundation skills required to undertake this course.

All schools are provided a relevant Foundation Skills checklist.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Option 1:

  • aNewSpring access for all resources including assessments and Learner content, links and resources
  • $ 300 per student per year (capped at 2 years maximum)

Option 2:

  • Printed copies of Assessment and Learner Guides (no access to aNewSpring)
  • $ 350 per student per year (capped at 2 years maximum)
  • If a school / student decides to switch to aNewSpring part way through a school year; there is a $25 fee per student payable (licence cost)

QSS & Education is Key do NOT charge any administration or school fees. There are no minimum students numbers required to Auspice this program through QSS and Education is Key.

All students receive a login to aNewSpring Learning Management System. Within the LMS the students can access their:

  • learner materials
  • learner guides in PDF (available for download and access offline)
  • assessment tasks, including % completed for each task, unit and qualification
  • outstanding tasks (for submission)
  • unit completions
  • messages

All teachers also have a trainer login; providing them with:

  • results per student, per unit, per task, per class
  • assessments to be marked
  • outstanding tasks (per student, per unit, per task, per class)
  • messages (sent, received)

BSB20120 Certificate II in Workplace Skills

This qualification also reflects the role of individuals who have not yet entered the workforce, and are developing the necessary skills in preparation for work.

These individuals carry out a range of basic procedural, clerical, administrative or operational tasks that require self-management and technology skills.

They perform a range of mainly routine tasks using limited practical skills and fundamental operational knowledge in a defined context. Individuals in these roles generally work under direct supervision.

The Certificate II in Workplace Skills is ideal for learners who may require more assistance in undertaking everyday tasks.

 

5 core units

  • BSBCMM211 Apply communication skills
  • BSBOPS201 Work effectively in business environments
  • BSBPEF202 Plan and apply time management
  • BSBSUS211 Participate in sustainable work practices
  • BSBWHS211 Contribute to the health and safety of self and others

 

Plus 5 elective units to suit the schools needs.

The training is delivered as per the school timetable over two years.

The Trainers for this program are employed by the school; or can be placed in the school by EIK / QSS under a placement arrangement.

Trainers are experienced and qualified in both Training & Assessment, and the hospitality industry.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Assessment include the option of scored or unscored assessments as per individual student needs.

Assessments include:

  • Clustered Knowledge Questions covering multiple units of competency (avoiding duplication)
  • Projects for each unit of competency to embed theory knowledge
  • Clustered Practical Observations of all practical units of competency

There are no pre-requisite requirements to undertake this training program.

QSS and EIK will work with the school to identify the language, literacy, numeracy and digital literacy skills of the students interested in participating.

If needed, Integration Aids, Support Teachers or other forms of school support may be required to assist some learners with their study needs.

Students are referred to the program after ensuring their elibility and confirming they hold the Foundation skills required to undertake this course.

All schools are provided a relevant Foundation Skills checklist.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Option 1:

  • aNewSpring access for all resources including assessments and Learner content, links and resources
  • $ 300 per student per year (capped at 2 years maximum)

Option 2:

  • Printed copies of Assessment and Learner Guides (no access to aNewSpring)
  • $ 350 per student per year (capped at 2 years maximum)
  • If a school / student decides to switch to aNewSpring part way through a school year; there is a $25 fee per student payable (licence cost)

QSS & Education is Key do NOT charge any administration or school fees. There are no minimum students numbers required to Auspice this program through QSS and Education is Key.

All students receive a login to aNewSpring Learning Management System. Within the LMS the students can access their:

  • learner materials
  • learner guides in PDF (available for download and access offline)
  • assessment tasks, including % completed for each task, unit and qualification
  • outstanding tasks (for submission)
  • unit completions
  • messages

All teachers also have a trainer login; providing them with:

  • results per student, per unit, per task, per class
  • assessments to be marked
  • outstanding tasks (per student, per unit, per task, per class)
  • messages (sent, received)

BSB30120 Certificate III in Business 

This qualification reflects the role of individuals in a variety of Business Services job roles. It is likely that these individuals are establishing their own work performance.

Individuals in these roles carry out a range of routine procedural, clerical, administrative or operational tasks that require technology and business skills. They apply a broad range of competencies using some discretion, judgment and relevant theoretical knowledge. They may provide technical advice and support to a team.

 

6 core units

  • BSBCRT311 Apply critical thinking skills in a team environment
  • BSBPEF201 Support personal wellbeing in the workplace
  • BSBSUS211 Participate in sustainable work practices
  • BSBTWK301 Use inclusive work practices
  • BSBWHS311 Assist with maintaining workplace safety
  • BSBXCM301 Engage in workplace communication

 

Plus 7 elective units to suit the schools needs.

Please note: This qualification can be utilised as a Scored pathway in Victoria.

The scored units are the following, so elective choice would be limited:

  • BSBXCM301 Engage in workplace communication (core)
  • BSBINS302 Organise workplace information (elective)
  • BSBOPS304 Deliver and monitor a service to customers (elective)
  • BSBPEF301 Organise personal work priorities (elective)
  • BSBTEC301 Design and produce business documents (elective)

The training is delivered as per the school timetable over two years.

The Trainers for this program are employed by the school; or can be placed in the school by EIK / QSS under a placement arrangement.

Trainers are experienced and qualified in both Training & Assessment, and the hospitality industry.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Assessment include the option of scored or unscored assessments as per individual student needs.

Assessments include:

  • Clustered Knowledge Questions covering multiple units of competency (avoiding duplication)
  • Projects for each unit of competency to embed theory knowledge
  • Clustered Practical Observations of all practical units of competency

There are no pre-requisite requirements to undertake this training program.

QSS and EIK will work with the school to identify the language, literacy, numeracy and digital literacy skills of the students interested in participating.

If needed, Integration Aids, Support Teachers or other forms of school support may be required to assist some learners with their study needs.

Students are referred to the program after ensuring their elibility and confirming they hold the Foundation skills required to undertake this course.

All schools are provided a relevant Foundation Skills checklist.

QSS utilise aNewSpring as their Learning Management System (LMS).

This LMS provides access to the Learner Guide and Assessment Tasks online; accessible from any computer, laptop, tablet or smart phone; 24/7.

Option 1:

  • aNewSpring access for all resources including assessments and Learner content, links and resources
  • $ 300 per student per year (capped at 2 years maximum)

Option 2:

  • Printed copies of Assessment and Learner Guides (no access to aNewSpring)
  • $ 350 per student per year (capped at 2 years maximum)
  • If a school / student decides to switch to aNewSpring part way through a school year; there is a $25 fee per student payable (licence cost)

QSS & Education is Key do NOT charge any administration or school fees. There are no minimum students numbers required to Auspice this program through QSS and Education is Key.

All students receive a login to aNewSpring Learning Management System. Within the LMS the students can access their:

  • learner materials
  • learner guides in PDF (available for download and access offline)
  • assessment tasks, including % completed for each task, unit and qualification
  • outstanding tasks (for submission)
  • unit completions
  • messages

All teachers also have a trainer login; providing them with:

  • results per student, per unit, per task, per class
  • assessments to be marked
  • outstanding tasks (per student, per unit, per task, per class)
  • messages (sent, received)