Client Support. RTO No 21852

Transcription

1 Policy 1.1 ASTT employs an effective client support policy to support all clients in successfully completing their training within the scheduled timeframe. 1.2 ASTT monitors client s course progress and provides reasonable support where feasible and appropriate. 1.3 ASTT monitors client s attendance and provide reasonable support where feasible and appropriate. 1.4 ASTT will provide access to academic and personal/ welfare support services to all clients. 1.5 ASTT will provide clients with information to inform them of the support services available in a timely manner. 1.6 ASTT encourages learners with special needs to undertake its training courses. 1.7 The training manager is responsible for implementing this policy and reviewing its effectiveness. 1.8 This policy will be implemented in compliance with the requirements of AQTF Essentials Conditions and standards for continuing registration Standards 1, 2 and 3 VRQA guideline 4.1 and 4.2. Procedure 2 Client support services information 2.1 Client support services information is provided to all potential clients via the client information handbook on enquiry. 2.2 On enquiry clients are directed to the website, ed a copy or posted a copy of the handbook. 2.3 An up to date copy is maintained on the RTO website. 2.4 Clients will also be sent an enrolment form and language, literacy and numeracy test along with instruction on how to apply. The enrolment process is also outlined in the client information handbook. 2.5 Clients are encouraged to seek assistance with any part of this process and to contact the Training Manager with questions.

2 3 Pre enrolment information 3.1 All potential clients are provided with the following information (contained in the client information handbook) pre enrolment: Introduction to the RTO Location, Transport & staff contacts Recognition of Prior Learning (RPL) and Credit Transfer Enrolment process Language, Literacy and Numeracy Training guarantee Orientation Training and assessment process Support services Client feedback Certificates Code of conduct Support service contacts Occupational Health and Safety Client safety Monitoring course progress Attendance Equity and access Privacy Access to records Academic misconduct Complaints and appeals Course information Course cancellation terms 3.2 Prior to course commencement of training an orientation is provided to clients covering the following areas: Introduction to the RTO Staff contacts and housekeeping Recognition of Prior Learning (RPL) and Credit Transfer Language, Literacy and Numeracy Training guarantee Training and assessment process Support services Client feedback Certificates Code of conduct Support service contacts Occupational Health and Safety

3 Client safety Monitoring course progress Attendance Equity and access Privacy Access to records Academic misconduct Complaints and appeals Course information Course cancellation terms 3.3 Clients complete a language, literacy and numeracy test prior to enrolment. 3.4 ASTT provides access and equity to candidates with special learning needs. 3.5 ASTT provides reasonable adjustment to learning processes and materials to accommodate learning needs where feasible. 3.6 As special needs extend to more than identify physical or learning difficulties, our trainers also consider the best approach when dealing with candidates with needs such as low literacy, lack of confidence or non-english speaking background. 3.7 ASST trainers take special needs into consideration from the planning stage onwards and adopt particular delivery and assessment methods as appropriate. Depending on any specification given in the standards, the trainer may be able to accept alternative evidence from a candidate with special needs. 3.8 ASTT staff may contact our RTO consultant for assistance and guidance, as required. 3.9 In making arrangements for clients with special learning needs all meeting minutes, advice and delivery/ assessment material is stored in the client file The client is communicated with at all times during this process ASTT may refer clients to external organizations fro support to enable them to successfully enroll and complete their course ASTT liaises with external organizations to facilitate clients learning and course progress/ achievement Clients are provided opportunities during orientation to seek clarification relating to any area of the orientation information or related topics.

4 3.14 Clients are provided with an orientation checklist covering the topics identified in item 3.2 of this policy Clients are encouraged to approach the Training Manager or other RTO staff at anytime during their training if they have any questions, issues or are experiencing difficulties All client information materials and processes are reviewed annually and improvements made as part of ASTT s continuous improvement policy Client information materials and processes may be amended at any time in response to stakeholder feedback. 4 Monitoring course progress One to five day courses 4.1 ASTT training and assessment staff monitors client s progress in the following ways: by judging their responses to questions, by the type and nature of questions asked, assessing their ability to complete tasks to the required standard, assessing their ability to complete tasks within appropriate timeframes, by engaging clients in discussions asking them if they require support with any aspect of their training or assessment by reviewing outcome of formative and summative assessments completed Reviewing the progress of each client at the mid point of each days training 4,2 If ASTT staff believe a client is not achieving satisfactory course progress they will arrange a meeting with the client to identify/ discuss the reasons.

5 5 Academic support 5.1 At the meeting, if the underlying reasons for unsatisfactory course progress are in relation to academic issues/ Language, Literacy and Numeracy the trainer will attempt to assist the client where feasible by: Reviewing learner materials with the client Re-phrasing explanations Providing information in a context that the client understands Providing extra time to complete tasks Providing access to supplementary reference materials Providing extra exercises to develop understanding Providing access to calculators Providing access to dictionaries Providing information in larger text Arranging access to computers with relevant software Arranging access to modified resources Providing opportunities to re-attempt assessments 5.2 If the client has academic issues that ASTT staff cannot address then the client is referred to external organizations for assistance. 5.3 ASTT will liaise with the client and the organization (if permitted by the client) to review the clients learning needs and make arrangements to adjust the learning and assessment processes and materials where feasible and appropriate. 5.4 A revised course schedule, delivery and assessment arrangements will be negotiated with the client where feasible and appropriate. 5.5 The guidelines in the unit of competency will also be accessed along with the regulator for guidance/ information on allowable adjustment/ adjustments to assessment. 5.6 The client is required to abide by the new arrangements negotiated or the RTO may cease provision of the services/ arrangements. 5.7 The Training Manager will review the client s progress and commitment to the arrangements on a regular basis. (each day for a one to five day courses and each fortnight for full qualifications). 5.8 Each meeting, agreement, adjustment and communication in this process is documented and placed in the clients file. 5.9 Intervention meetings take place as soon as possible and within appropriate time frames depending on the length of the course.

6 6 Personal/ welfare support 6.1 If at the meeting with the client he/ she identifies that the issues affecting course progress are personal/ welfare related issues the Training Manager may refer the client to the external support services where appropriate. 6.1 If the client has personal issues that do not require external support services the Training Manager may make adjustments to the training program to facilitate learning and achievement. Eg starting earlier/ later or finishing early to accommodate domestic arrangements or rescheduling the course. 6.2 In response to the issues identified at the meeting with the client and information provided from external organizations (if accessed) the Training Manager will review the client s needs and make arrangements to adjust the learning and assessment processes and materials where feasible and appropriate. 6.3 The guidelines in the unit of competency will also be accessed along with the regulator for guidance/ information on allowable adjustment/ adjustments to assessment. 6.4 The client is required to abide by the new arrangements negotiated or the RTO may cease provision of the services/ arrangements. 6.5 The Training Manager will review the client s progress and commitment to the arrangements on a regular basis. (each day for one to five day courses and each fortnight for full qualifications). 6.6 The Training manager will use his judgment to assess each case and whether reasonable/ feasible provision can be made by the RTO. 6.7 Each meeting, agreement, adjustment and communication in this process is documented and placed in the clients file. 6.8 Intervention meetings take place as soon as possible and within appropriate time frames depending on the length of the course. 7 Monitoring course progress Full qualifications 7.1 ASTT staff will monitor and respond to unsatisfactory course progress in the same manner as identified in item 4.1 to 6.9 of this policy. 7.2 The Training Manager will also review all clients course progress by reviewing units successfully completed on VET Track on a weekly basis.

7 7.3 If a client fails one assessment in a pre requisite unit they will be identified as at risk of not completing their course within the scheduled timeframe and a letter will be sent to the client inviting them to a meeting to identify/ discuss the reasons for failing to demonstrate competency. 7.4 Intervention action is initiated at this meeting. 7.5 The action initiated will follow the same procedure as identified in sections 4.1 to 6.9 of this policy. 7.6 An action plan will be negotiated and signed by the staff member and client at the meeting. 7.7 The client will attend a review meeting every two weeks with the Training Manager. 7.8 If the client fails two consecutive units in a study period they will be identified as at risk of not completing their course within the scheduled timeframe and a letter will be sent to the client inviting them to a meeting to identify/ discuss the reasons for unsatisfactory course progress. 7.9 Intervention action is initiated at this meeting The action initiated will follow the same procedure as identified in sections 4.1 to 6.9 of this policy An action plan will be negotiated and signed by the staff member and client at the meeting The client will attend a review meeting every two weeks with the Training Manager If the client fails two units in a study period they will be identified as at risk of not completing their course within the scheduled timeframe and a letter will be sent to the client inviting them to a meeting to identify/ discuss the reasons for unsatisfactory course progress Intervention action is initiated at this meeting The action initiated will follow the same procedure as identified in sections 4.1 to 6.9 of this policy An action plan will be negotiated and signed by the staff member and client at the meeting The client will attend a review meeting every two weeks with the Training Manager.

8 7.18 Each meeting, agreement, adjustment and communication in this process is documented and placed in the clients file 7.19 Intervention meetings take place as soon as possible and within appropriate time frames depending on the length of the course. 8 Attendance 8.1 RTO staff will record client attendance at each session. 8.2 Clients must attend all scheduled classes at the times indicated if they have enrolled for face to face training. 8.3 Australian safe T Training recognizes that sometimes clients may be unable to attend due to unforeseen circumstances. If for any reason a client is unable to attend all of part of a planned session they are to contact the Training Manager on Australian Safe T Training will monitor client s attendance and provide appropriate support to ensure successful completion within the scheduled period. 8.5 If a client is absent for part of the day for a short course, for 5 consecutive days of a full qualification or has a pattern of non attendance they will be considered at risk of not completing their course within the agreed timeframe. 8.6 If a client s attendance is affecting their ability to complete the course within the scheduled timeframe (deemed at risk) they will be invited to meeting with the Training Manager. 8.7 The purpose of the meeting is to identify the underlying reasons for the unsatisfactory attendance and initiate corrective action. 8.8 Intervention action is initiated at this meeting. 8.9 The action initiated will follow the same procedure as identified in sections 4.1 to 6.9 of this policy An action plan will be negotiated and signed by the staff member and client at the meeting The client will attend a review meeting every two weeks with the Training Manager.

9 8.12 Each meeting, agreement, adjustment and communication in this process is documented and placed in the clients file 8.13 Intervention meetings take place as soon as possible and within appropriate time frames depending on the length of the course. 9 Client support service contacts 9.1 Clients are provided with a list of academic and personal/ welfare support contacts in the client information handbook, at orientation and by the ASTT staff on request. 10 Complaints and appeals 10.1 Clients may lodge a complaint via the RTO complaints and appeals policy if they have an issue with ASTT s client support services Clients may appeal any decision made by ASTT when implementing this policy Complaints and appeals can be made by lodging a complaints/ appeal form as per ASTT s Complaints and appeals policy The complaints and appeals policy and lodgment form is available in the client information handbook and from the Training Manager on request This policy is reviewed annually in accordance with ASTT s continuous improvement policy. Documents to be employed when implementing this policy and procedure: Client information handbook Enrolment form Language, literacy and Numeracy test Continuous improvement schedule Client orientation form Complaints and appeals policy and form Vet Track Attendance recording form At risk warning letters Intervention meeting records Intervention plans