Certificate IV in Mental Health (CHC40512) Supervisor Handbook

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1 Certificate IV in Mental Health (CHC40512) Supervisor Handbook

2 Acknowledgments The Mental Health Coalition (MHCSA) acknowledges the traditional custodians of the land. MHCSA acknowledges and greatly appreciated the funding provided by SA Health to establish training and other workforce development initiatives for non-government organisations working for mental health in South Australia. MHCSA thanks all those involved in the development of this booklet. National Training Package CHC40512 Document Version 3.0 Last revised August 2014 Released for use September 2014 Published and distributed by: The Mental Health Coalition of South Australia. Disclaimer: The Mental Health Coalition of South Australia does not give a warranty nor accept any liability in relation to the content of this work. Copyright 2014 the Mental Health Coalition SA. Apart from any use permitted under the Copyright Act 1968, no part may be reproduced by any process without prior written permission from MHCSA. Requests and enquiries concerning reproduction and rights should be addressed to: Mental Health Coalition SA Suite 1 95 King William Road Unley RTO number: Copyright MHCSA Page 2

3 Dear Supervisor, The Mental Health Coalition of SA (MHCSA) is pleased to be supporting workers in the community mental health sector to gain recognition of skills and experience by completing the Certificate IV in Mental Health. We hope it is a valuable and fulfilling experience for you. Geoff Harris Executive Director Mental Health Coalition of South Australia ABN Copyright MHCSA Page 3

4 Contents Introduction... 4 Costs, Refunds and Timelines... 5 Overview of the Qualification... 7 How Participants Complete the Qualification... 8 Course pathway... Blended Pathway (Recognition and Training)... 8 Full Recognition... 8 Previous Study Completed... 8 Delivery Structure... 9 Assessment Information Qualification Withdrawals MHCC Participant Support How Supervisors can Support Participants Privacy and Confidentiality Course Cancellations Complaints and Appeals Complaints... Appeal of assessment decision Lodging a complaint with an external agency Copyright MHCSA Page 4

5 Introduction The Mental Health Coalition of SA (MHCSA) is the peak body for the community mental health sector in South Australia, MHCSA s membership includes both mental health specific and generalist community organisations and other bodies interested in mental health. As the peak body for SA, MHCSA aims to provide leadership and an independent public voice on mental health issues. MHCSA facilitate effective linkages between the government, non-government and private sectors acting as the liason body representing view of our membership. MHCSA is directly funded by SA Health. It also receives project grants from other sources as well as raising revenue from membership fees and other activities. Our RTO number is The competencies offered by MHCSA are nationally recognised within the Australian Qualifications Framework (AQF) and are part of the Certificate IV in Mental Health. Any statement of attainment or qualifications received will be recognised by other RTOs throughout Australia. MHCSA also recognised AQF qualifications and/or statements of attainment issued by any other RTO in Australia. This Handbook provides you with the following information: Overview of the Certificate IV in Mental Health and how the qualification can be completed Study commitment required of workers completing the qualification Ways in which MHCSA and supervisors can provide support to workers Throughout this Handbook, a worker who participates in workplace training and assessment is called the participant. MHCSA complies with the relevant requirements of the following acts and any other relevant state or federal legislation, and ensures staff and participants are fully informed of these requirements where they affect their duties or participation in vocational education and training. Federal legislation Racial Discrimination Act 1975 Sex Discrimination Act 1984 Human Rights and Equal Opportunity Commission Act 1986 Disability Discrimination Act 1992 Privacy Act 1988 SA legislation South Australian Equal Opportunity Act 1984 Racial Vilification Act 1996 Work Health and Safety Act 2012 (SA) Work Health and Safety Regulations 2012 (SA) Training and Skills Development Act (2008) Standards for NVR Registered Training Copyright MHCSA Page 5

6 Organisations 2012 Costs, Refunds and Timelines MHCSA Members Non-Members Course Pathway General Admission $2970 (inc. GST) $3850 (inc. GST) Existing Worker Traineeship $3300 (inc. GST) $3300 (inc. GST) Recognition Pathway General Admission $1650 (inc. GST) $2200 (inc. GST) Existing Worker Traineeship $3300 (inc. GST) $3300 (inc. GST) Partial 6 or less units to complete $2,100 (inc GST) $2,200 (inc. GST) Recognition/Blended Pathway 7-9 units to complete $2,500 (inc GST) $2,700 (Inc. GST) 10+ units to complete $2,870 (inc GST) $3157 (Inc. GST) Invoicing and Payment Each individual student will be invoiced for full course fees prior to the commencement of the course. Where course fees are less than $1000, the student will be required to pay the fees in full before the commencement of the course. Where course fees are more than $1000, the student will be required to pay $1000 before the commencement of the course, the balance up to $500 within 3 days of the course commencing and any remaining fees by the midway point of the course. In the event that MHCSA is unable to deliver a course in full, an affected student will be offered a full refund of all the course fees paid to date. The refund will be paid to the student within two weeks of the day on which MHCSA ceases to offer the course. Refund Amounts and Timelines Refund minus 25% administration Fee Full fee paying Refund minus 25% administration Fee Trainee Refund minus 25% administration Fee Funded Place Refund Details Within 3 months of enrolment Within 2 weeks of enrolment Within 2 weeks of enrolment Refunds incur an administration fee, except where a course has been cancelled by MHCSA. Full or partial non-attendance of registered participants incurs the full registration fee. All fee-paying participants are given the opportunity to transfer to another course date on 1 occasion and MHCSA needs to be notified in writing 7 days prior to the course. Qualifications Refunds Depending on the circumstances, refunds (less a 25% administration charge) may be available for the first 3 months after enrolment in the qualification. All withdrawals must be in writing. After that point payments for training and assessment will only be refunded in exceptional circumstances. Copyright MHCSA Page 6

7 Participants in exceptional circumstances can make application for special consideration to the Manager, MHCSA Workforce Development and Training Unit. Where a Funded Place is Attached to a Qualification Depending on the circumstances, refunds (less a 25% administration charge) may be available for the first 2 weeks after enrolment in the qualification. All withdrawals must be in writing. After that point payments for training and assessment will only be refunded in exceptional circumstances. Participants in exceptional circumstances can make application for special consideration to the Manager, MHCSA Workforce Development and Training Unit. Assessment Costs Re-enrolling into Assessment if withdrawn or marked Not Yet Competent. MHCSA Member $ (inc. GST) Non-Member $ (inc. GST) Assessment Details Assessment costs are included in the qualification fees unless a participant is withdrawn from a course or if their assessment task has been marked Not Yet Competent after two resubmissions and they wish to redo the assessment. Students must keep a copy of completed assessment tasks before sending them in and only full and complete assessments will be marked. Students must ensure that they only send in fully completed assessments, as incomplete assessments received by MHCSA are returned to students unmarked. Assessment Timelines Assessment Due Date Assessment sent in with missing information Assessment resubmission (additional work required) Assessment not handed in automatic withdrawal Completed assessments not accepted 6 weeks after training Sent back to participant unmarked 2 weeks to resubmit 6 months 1 year old Certificate Replacements Replacement of Certificate or Statement of Attainment $55 (inc. GST) Certificate Details Certificate for qualifications or Statement of Attainments are included in the qualification fees unless a replacement is required. Requests for replacement qualifications or statements of attainment must be in writing and addressed to MHCSA. Written requests must have: Your full details including name, address, contact details and driver s licence number The title of the qualification or units of competency achieved The provision of the first replacement certificate is without cost, however additional replacements will attract a fee of $55. All decisions regarding replacement certificates reside with MHCSA. Overview of the qualification Name of the qualification Certificate IV in Mental Health Copyright MHCSA Page 7

8 Qualification code Who is this for? CHC40512 This qualification covers workers who provide a range of community services to people with a mental illness This qualification is from the National Community Services Training Package. It is made up of 15 units. 10 units are core and 5 are elective. The compulsory units are: CHCAOD402B CHCCS400C CHCMH401A CHCMH402B CHCMH403A CHCMH404B CHCMH405A HLTHIR403C HLTHIR404D HLTWHS300A Work effectively in the alcohol and other drugs sector Work within a relevant legal and ethical framework Work effectively in mental health settings Apply understanding of mental health issues and recovery processes Establish and maintain communication and relationships to support the recovery process Conduct assessment and planning as part of the recovery process Work collaboratively to support recovery process Work effectively with culturally diverse clients and co-workers Work effectively with Aboriginal and/or Torres Strait Islander people Contribute to WHS processes Elective Units (5 units are required) A range of elective competencies that are considered most useful to workers within the mental health community sector have been selected. MHCSA also recognises other equivalent competencies that may have been previously completed. Group A Elective CHCCS521B (1 unit) Assess and respond to individuals at risk of suicide Other Relevant Electives (4 units) CHCAOD408B CHCAOD411A CHCMH408C CHCCS403C Assess needs of client with alcohol and/or other drugs sector Provide interventions for people with alcohol and other drug issues Provide interventions to meet the needs of consumers with mental health and AOD issues Provide Brief Intervention How Participants Complete the Qualification Copyright MHCSA Page 8

9 There are 3 ways to complete the qualification Course Pathway Blended Full Course pathway This pathway is most suited to someone with no qualification and little experience or someone who has more experience but would like to consolidate it through a formal learning environment. This option includes training, assessment and workplace based projects that are generally completed over a 12 to 24 month period. An assessment only option is available for participants for units covering work they have significant experience in. Blended Pathway (Recognition and Training) This option is most suited to someone with some qualifications and/or experience. Recognition is a term used to describe a process whereby an experienced worker can apply to a qualified assessor to determine if they have the skills and competencies to gain either partial or total completion of a qualification. The Recognition process provided by MHCSA is holistic and can be completed in the workplace. This pathway may include a combination of collecting evidence that contributes to a portfolio and participating in relevant training and assessment. This can include assessment only options for units covering work that they have significant experience in. Full Recognition Full Recognition is where the participant s skills and competencies are assessed against the full qualification. This option is most suited to an experienced worker who has current and extensive experience. They may have some qualification/s and may also submit a collection of evidence e.g. work documents that contribute to a portfolio. This pathway may also include completion of assessment tasks. Previous Study Completed Participants who have completed relevant study previously can submit evidence of that study as part of their enrolment. A qualified assessor will review the evidence against the qualification being studied. If there are aspects of the completed studies that are equivalent to units within the qualification and the evidence is current, then the participant may be granted credits for those units. If the evidence partially covers units in the qualification, then the assessor may request more evidence. If enough additional evidence is submitted, the participant may receive Recognition for the correlating unit/s. Where Credits and Recognitions are granted for individual units, the participant does not need to complete these units. Delivery Structure Each course is structured according to the length and content of the topic areas. A typical training session consists of a range of activities which may include theory, large group discussions, small group activities, individual exercises, DVD segments and workplace simulations and demonstrations. At training, participants are provided with resources that contain information and activities that are covered in the training and that will help inform their assessment tasks. Copyright MHCSA Page 9

10 Course Pathway Delivery Method Course Name Competency Units Completion Methods Core Units Foundations of Mental Health Foundations of AOD Law and Ethics Cultural Diversity Working with Aboriginal People CHCMH401A Work effectively in mental health settings CHCMH402B Apply understanding of mental health issues and recovery processes CHCMH403A Establish and maintain communication and relationships to support the recovery process CHCMH404B Conduct assessment and planning as part of the recovery process CHCMH405A Work collaboratively to support recovery process CHCAOD402B Work effectively in the alcohol and other drugs sector CHCCS400C Work within a relevant legal and ethical framework HLTHIR403C Work effectively with culturally diverse clients and co-workers HLTHIR404D Work effectively with Aboriginal and/or Torres Strait Islander people 4 days Training + Assessments or Assessment Only 2 days Training + Assessments or Assessment Only 1 day Training + Assessments or Assessment Only 1 day Training + Assessments or Assessment Only 1 day Training + Assessments or Assessment Only WHS HLTWHS300A Contribute to WHS processes Online Unit Group A Elective Assess and Respond to Suicide Other Electives Mental Health and AOD CHCCS521B Assess and respond to individuals at risk of suicide CHCMH408B Provide interventions to meet the needs of consumers with mental health and AOD issues 2 days Training + Assessments or Assessment Only 2 days Training + Assessments or Copyright MHCSA Page 10

11 * * CHCAOD408C Assess needs of clients with alcohol and/or other drugs issues CHCCS403C Provide brief intervention CHCAOD411A Provide interventions for people with alcohol and other drug issues Assessment Only * * Participants must be working with consumers with AOD issues to take up this set of elective units. Please note: 1 training day is equivalent to two evening sessions Assessment Information Assessment tasks are handed out in the classroom and explained by the trainer. Participants are provided with an opportunity to clarify assessment questions and requirements in class. Occasionally, some assessment items are completed within the training, where relevant, but this does not happen often. For students completing courses via Assessment only, assessment tasks and relevant resources are sent to the participant. Online courses may have resources and assessment tasks accessible online. See Assessment Information for more details. Course Name Competency Units Completion Methods Core Units Foundations of Mental Health CHCMH401A Work effectively in mental health settings CHCMH402B Apply understanding of mental health issues and recovery processes CHCMH403A Establish and maintain communication and relationships to support the recovery process CHCMH404B Conduct assessment and planning as part of the recovery process CHCMH405A Work collaboratively to support recovery process Foundations of AOD Law and Ethics Cultural Diversity Working with Aboriginal People WHS CHCAOD402B Work effectively in the alcohol and other drugs sector CHCCS400C Work within a relevant legal and ethical framework HLTHIR403C Work effectively with culturally diverse clients and co-workers HLTHIR404BD Work effectively with Aboriginal and/or Torres Strait Islander people HLTWHS300A Contribute to WHS processes Questions Interview Or Scenario answers (they can choose one) Workplace Documentation Supervisor s Workplace Report Questions Scenario Answers Workplace Documentation Supervisor s Workplace Report Table of Legislation Workplace Examples Questions Scenario described by participant Supervisor s Workplace Report Scenario answers Three parts review, reflection and recommendations Supervisor s Workplace Report Research Audit Reflections on historical events Recommendations (check that this is signed and dated by the supervisor) Scenario answers Questions Risk assessment Copyright MHCSA Page 11

12 Group A Elective Assess and Respond to Suicide CHCCS521B Assess and respond to individuals at risk of suicide Questions Workplace Documentation Supervisor s Workplace Report Scenario answers Incident Report Risk assessment Workplace Policies & Procedures Supervisor s Workplace Report Other Electives Mental Health and AOD * * CHCMH408B Provide interventions to meet the needs of consumers with mental health and AOD issues CHCAOD408C Assess needs of clients with alcohol and/or other drugs issues CHCCS403C Provide brief intervention CHCAOD411A Provide interventions for people with alcohol and other drug issues Questions Scenario described by student Workplace Documentation Supervisor s Report on MH & AOD Supervisor s Report on Brief Interventions * * Participants must be working with consumers with AOD issues to take up this set of elective units. Workplace Supervisor s Report Many courses contain an assessment item called a Workplace Supervisor s Report, which asks supervisors to tick off against a list of skills and knowledge demonstrated by the participant in their day to day work. This report identifies areas that the participant is performing at an expected level for their role in the areas outlined. These reports are considered supplementary evidence, but help the assessor to gauge where the participant is at in terms of skill and knowledge level. The following provides a guideline to how supervisors can give quality feedback in supervisor reports: Tick boxes where the participant is demonstrating or well on the way to demonstrating a good working knowledge of each item listed Make specific comments on how participants demonstrate this in their role Ensure you sign and provide your details De-identifying Personal Details when using Real Situations in an Assessment Some assessment tasks ask participants to reflect on or report on actual workplace events. Whenever using real life examples, it is important to maintain the privacy of those involved, especially consumers. Personal details such as name, address and phone number should be removed. If using a false name, this should be stated at the start of the assessment. Assessments not clearly de-identifying personal details of a real person may be sent back unmarked. Submitting Assessment Tasks Participants are required to check that they have completed all tasks before sending in assessments. Assessments with missing information are not forwarded to the assessor for marking, Copyright MHCSA Page 12

13 instead, they are returned to the participant unmarked asking them to send in all required tasks. Send to STUDENTS MUST KEEP A COPY OF THEIR ASSESSMENTS. If you send in your assessment by post, MHCSA does not take responsibility if it is lost. In the case where an assessment is lost in the mail, if a copy has not been kept by the participant, they will need to redo the whole assessment again in order for it to be marked. MHCSA does not accept assessments via FAX. How Assessment Tasks are Marked Training packages use competency based assessment which means the skills, knowledge and attitude required for a certain task or position are assessed. A person s competence is measured against the relevant industry competency standards or course performance criteria and not against other participants. There are two possible results a participant can achieve: competent (C) or not yet competent (NYC). Not yet competent is only given when a participant has been provided with 2 opportunities to resubmit work where it is not yet competent. However, if the assessor believes that the participant requires specific support, they will make recommendations accordingly. See Participant Support Section. Assessments Requiring More Work If an assessment task does not answer all the questions adequately, participants are given up to two opportunities to resubmit work. When a participant is required to resubmit work the assessor or MHCSA provides them with the information on what needs to be resubmitted, whether it be that they have misunderstood the question or have not answered it in enough detail to demonstrate their skills and knowledge. Assessment Timelines and Time Commitments Assessments are generally shortly after each unit as directed by your facilitator. If an assessment has been submitted and it requires more work, the resubmission is due 2 weeks from when the participant is informed. The number and type of assessment task for each course vary, depending on the number of units clustered together and the content of the course, some which will need to be completed in the workplace, others can be completed at home. Some assessments are straightforward and done in one sitting; others may require the participant to gather evidence over a period of time. Assessment Extensions A participant will be granted assessment extensions on a case by case basis. Generally, two week extensions are provided. In exceptional circumstances a participant may request a longer extension. All requests need to be in writing. Overdue Assessments and Course Withdrawals Copyright MHCSA Page 13

14 An assessment is deemed overdue when it is two weeks past the due date, unless an extension has been requested and granted. The onus is on the participant to be responsible for their own study, so it is up to the students to keep track of when assessments need to be sent in. We recommend that participants add their assessment due dates to their Outlook calendars of diaries, and a reminder two weeks before to ensure they are completed on time. If an assessment is not received by MHCSA within six months of the due date, the participant is automatically withdrawn from the course. The participants must re- enrol and pay a fee if they wish to complete the assessment at a future date. MHCSA does not accept assessments over a year old. Qualification Withdrawals Students who have been withdrawn from all units will be automatically withdrawn from the qualification. They will need to re-enrol into the qualification and pay the relevant qualification fee if they choose to complete it in the future. If the organisation has paid for the participant to complete the qualification, they are notified when assessments are overdue and when a participant has been withdrawn from a course or a qualification. MHCSA Participant Support Entry requirements for those participating in the MHCSA training and assessment program means they must be able to read and write English to a standard that allows them to achieve the following: read, understand and follow WH& S instructions read instructions and procedures relating to the care of people with a mental illness write case notes which record assistance provided to people with a mental illness perform calculations such as additions, subtraction etc to support mental health clients with budgeting skills Sometimes a participant s language level means they require some assistance and this may not be identified until they hand in their first assessment. If the participant s language level does not meet the above standards, then MHCSA may recommend the participant continue study once these levels are reached and appropriate referrals made. Beyond entry level language requirements, MHCSA makes every effort to accommodate participant learning needs and ensures reasonable adjustment is made in relation to training and assessment. Needs could relate to: physical or intellectual ability language, literacy and numeracy mental illness cultural or ethnic backgrounds location or socio-economic factors Copyright MHCSA Page 14

15 Types of support provided: individual negotiation around assessments with participants comprising the integrity of the competency outcomes re-negotiated due dates of assessments information about support services negotiation with the participant s supervisor or other relevant workplace person where workplace support is the most appropriate assistance. The following is a list of services that may assist students with specific needs beyond the types of support MHCSA are able to provide: Reading Writing Hotline (National TAFE SA Adult literacy referral service) Phone: Phone: TTY: Royal Society for the Blind in SA Can Do Group Phone: TTY: How Supervisors can Support Participants There are a range of ways a supervisor can support a participant through their studies. Many of these options depend on the flexibility of the workplace, job roles and time availability. Since the qualifications that participants complete at MHCSA are industry based, they contain a number of assessment items that demonstrate workplace practice. This means that some assessments may need to be completed in the workplace. It is helpful for the supervisor to support the participant by ensuring opportunities are built into the participant s workload if the activity is not part of their everyday work. For instance, the participant may need to add an agenda item to a meeting that is scheduled until after their assessment is due. If there is some flexibility to move the meeting forward, this may help the participant to complete their assessment in a timely manner. Another example is where a participant may need to complete a small project and the supervisor may provide permission to run the project if it is within workplace guidelines and will add value to the organisation, even if it is not part of the work plan. Some participants may be newer to the workplace and benefit from having an informal mentor who they can go to if they need assistance. It may be the supervisor or someone at that level who knows what is required of the participant s role against workplace policies and procedures. Other participants may not have undertaken study for a long time and might benefit from mentoring from someone who has completed the qualification or from someone who has strong time management skills and can help develop a study calendar that incorporates other obligations. Participants may also benefit from more flexible work arrangements. For instance, some workplaces provide study release, where participants can use some of their work time to complete Copyright MHCSA Page 15

16 assessments. Other organisations may negotiate that the participants clocks off early but remains at work to complete work-based tasks and then make up time at a later date. Finally, a supervisor can simply provide moral support, check in with the participant from time to time to see how they are going and acknowledge successes such as completed assessments. Participants who feel supported in the workplace tend to have stronger commitment to completing their studies, particularly if it is the organisation who has asked them to complete the qualification. Privacy and Confidentiality MHCSA is committed to upholding and abiding by the National Privacy Principles, under the Privacy Act 1988 (Cth). All personal information held by MHCSA remains confidential and protected, and is only used and disclosed to the extent specified in the MHCSA Privacy Statement as noted below. MHCSA acknowledges and respects the rights and privacy of individuals. We advise that the information that is provided on your application form may constitute personal information as defined by the Privacy Act This information is being collected for the purpose of processing your registration or enquiry, keeping you informed of changes to events and assisting us to improve services to you. The intended recipients of the information are MHCSA and service providers engaged by MHCSA. The provision of the information is voluntary, but if this information is not provided MHCSA may be unable to process your registration or enquiry. You have the right of access to, and alteration of personal information concerning yourself in accordance with the Act. When a participant enrols, if their course is paid by the employer, they sign an agreement to disclose information to their employer. Course Cancellations MHCSA training events will proceed only if sufficient numbers are enrolled to make the course financially viable. We make every attempt to ensure that courses run. However, MHCSA reserves the right to alter any arrangements, including course cancellations if required. We will notify students of any cancellations and changes as soon as possible, usually this will be 7 days prior to the course date. MHCSA is not responsible for travel-related costs that may be incurred as a result of cancellations. Complaints and Appeals MHCSA aims to provide relevant and high-quality services that meet the needs of participants. To achieve this, MHCSA is committed to an ongoing monitoring and evaluation feedback system that fosters both open communication and contributions from stakeholders. MHCSA: Copyright MHCSA Page 16

17 values and practices openness, fairness and accountability in the conduct of its activities including any investigations that may arise from participant feedback acts on feedback quickly and aims for efficient and equitable resolution of participant s complaint and appeals. All staff involved in complaints and appeals handling will treat information as confidential. This means that the name or identity of the person complaining / appealing, and any other private information, will only be given to people who need to know it in order to deals with the issue. MHCSA will endeavour to protect complainants and other people who provide information, from any reprisals or victimisation, which may occur as a result of making a complaint/appeal. If a participant feels that they are being treated unfavorably by training personnel following a complaint or appeal, they should immediately contact the Executive Director. MHCSA is committed to the resolution of complaints and appeals in a fair and timely manner by ensuring that participants: are clearly informed in a timely way about how to complain or appeal have an opportunity to present their case have access to an independent representative if needed are clearly informed of the outcomes of the complaint or appeal have their complaints and appeals resolved within realistic and fair timeframes Complaints A complaint can be lodged about any aspect of the MHCSA training services except an assessment decision. To seek a review of an assessment decision, participants must lodge an appeal. Training and assessment participants may lodge a complaint where they feel that: competencies and assessment processes were not adequately explained they were not consulted about or did not take part in, planning their assessment assessment was conducted differently to the planned process assessment evidence provided was misinterpreted assessment procedures were inappropriate, incomplete or incorrect assessor(s) and/or trainer(s) showed bias, misjudgment or inappropriate behaviour there was a mistake in recording the assessment decision they were wrongly excluded from the training or assessment program MHCSA treats every complaint as a serious matter and attempts, where possible, to negotiate a satisfactory outcome for all parties. Participants can lodge complaints by: talking to a staff member or writing a letter to MHCSA Appeal of assessment decision To lodge an appeal against an assessment decision, the appellant must have been assessed as not yet competent in at least one part of the assessment activity or event. To raise concerns about the process of the assessment not being conducted in a supportive learning environment, participants should do so by registering a complaint. An appeal can be lodged against: Copyright MHCSA Page 17

18 the outcome of an assessment activity or event that relates to a nationally recognised module or course the outcome of a RPL application. In the first instance, the appellant should make an informal approach to the original assessor for clarification about the reason for the decision. Following this discussion, the appellant may re-submit the assessment with any required additional information to achieve competency. The following flowchart shows the procedure to be followed for an appeal. Appellant and assessor discuss reasons for appeal. End of appeal Appellant submits a written request to MHCSA stating why they believe assessment decision as An independent assessor reviews assessment evidence and decision and provides appellant with written outcomes of appeal Appellant accepts appeal decision End of appeal ED and MHCSA Chairperson review assessment and independent assessor report and make final decision Appellant accepts appeal decision End of appeal. Appellant contacts National Training Complaints Hotline Lodging a complaint with an external agency If a participant believes that their complaint or appeal has not been treated reasonably and fairly, they can lodge a complaint with the following bodies: Australian Skills Quality Authority Complaints Team Phone: Attorney Generals Department Phone: Copyright MHCSA Page 18

19 Equal Opportunity Commission Phone: If you have a complaint about a member of MHCSA staff or an assessor who is registered with MHCSA, please contact MHCSA for a copy of the Complaint and Grievance Procedure. If you are not satisfied with the complaints process you can also contact the Australian Skills Quality Authority on Support for Supervisors Prior to the commencement of the course MHCSA will be available for participants and their employers to answer questions about the course. At the midpoint of the qualification you will be contacted by a MHCSA Trainer and Assessor to schedule an appropriate time to conduct a site visit with yourself and the participant to ensure that the learning needs of the participant are being met. You will receive regular contact from the MHCSA throughout the course to provide update and information on the course and participants progression. These updates will occur post workshops. Should you wish to speak to a member of the support team please feel free to contact the MHCSA on: telephone (08) or At the completion of the course we will be seeking your feedback via an employer questionnaire which will be provided to you. Thank you for your support and commitment as a supervisor. Regards, MHCSA Copyright MHCSA Page 19

20 Feedback form from the Supervisors Handbook Your name: Organisation name: Address: Job title: Telephone: Fax: Please circle your responses to the following: 1. The Supervisors handbook for Certificate IV in Mental Health is: useful acceptable not useful 2. The Supervisors Handbook for Certificate IV in Mental Health is: easy to use acceptable not easy to use What I like about the Participant Handbook is: In my opinion what needs to be improved is: Please attach any other comments you would like to make and send this form to: Mental Health Coalition of South Australia Suite 1 95 King William Road Unley 5061 Copyright MHCSA Page 20

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