PARTICIPANT HANDBOOK

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1 PARTICIPANT HANDBOOK THE IMPROVE GROUP PO Box 188, Cleveland. Qld 4163 Phone

2 CLIENT PARTICIPANT HANDBOOK Table of Contents Welcome 3 Improve Group RTO Training Scope The Improve Group Commitment 4 Emergency Evacuation Procedures Special Needs Smoking Personal Belongings Privacy and Confidentiality Complaints and Appeals Harassment and Discrimination OH&S Training and Assessment Policies 5 Code of Practice Delivery and Assessment Flexibility The Improve Group Coaches/ Client Support Client Enrolment and Induction Process Fees and Refunds Language, Literacy and Numeracy Recognition of Qualifications Issued by Other RTOs Credit Transfer RPL & RCC Access and Equity Assessment for Competency Training Plan and Training Record The Improve Group Contact Details and Location Phone: Fax: Website: Postal Address: PO Box 188 Cleveland Queensland 4163 Australia Street Address: Suite 16B, Level 1, 152 Shore Street West, Raby Bay Harbour, Cleveland QLD 4163 The Coach for my program is: Name: Mobile Phone Version: 2.5 Date: 01/01/2015 Page 2 of 9

3 WELCOME The Improve Group is based in Cleveland, approximately 40 minutes from the Brisbane CBD. Founded in 2005 the company has rapidly grown to become one of Australasia s leading providers of Competitive Manufacturing training and implementation support. The company provides these services as well as training in operational excellence programs to industry throughout Australasia, often in conjunction with industry groups and government agencies. In April 2006 Improvement Tools Pty Ltd (later becoming The Improve Group) entered the New Zealand market and is now a preferred provider for delivery of the Competitive Manufacturing program in this country. The company has also carried out projects for companies based in the USA, Denmark, South Africa, and Singapore. Improve Group RTO Training Scope As an RTO, the Improve Group is able to offer the following training services within our scope of registration: Deliver training Assess/ recognise skills and knowledge Award nationally recognised qualifications. Our current scope of registration means we are able to issue the following qualifications: Certificate III and IV in Competitive Manufacturing Diploma and Advanced Diploma of Competitive Manufacturing Certificate IV in Front Line Management Diploma of Management Diploma of Production Management Certificate III in Glass and Glazing Certificate IV in Glass and Glazing Certificate IV in Flour Milling Certificate III Poultry Production Certificate IV in Training and Assessment A qualification can be gained in 3 ways: By participation in a training program (involving training workshops, workplace projects and completion of assessment against competencies) By being assessed for recognition of Prior Learning (RPL) or Recognition of Current competencies (RCC) A mixture of both. In compliance with the RTO Standards (2015), The Improve Group will issue Qualifications/ Statements of Attainment within our scope of registration within 21 days of the following being completed: Confirmation that the client has the skills and knowledge required for competency in all units required for the qualification. Version: 2.5 Date: 01/01/2015 Page 3 of 9

4 THE IMPROVE GROUP COMMITMENT EMERGENCY/EVACUATION PROCEDURES Facilitators provide, or coordinate, information related to emergency and evacuation procedures specific to the training venue upon commencement of any program. SPECIAL NEEDS The Improve Group will aim to provide, based upon resources and organisational priorities, appropriate support and arrangements for participants with special needs. SMOKING The Improve Group has a no smoking policy at all times. Smokers should comply with government legislation and host company and venue requirements at all times. PERSONAL BELONGINGS The Improve Group will not be held responsible nor incur any liability whatsoever for theft, loss or damage to belongings of any nature both personal to and/or in the care of a participant. PRIVACY AND CONFIDENTIALITY The Improve Group collects and maintains client information to support its activities and service provision. The Improve Group is committed to protecting the privacy, confidentiality and security of information supplied to us as part of the training/assessment process. The Improve Group will adhere to all legislative requirements of State and Federal Governments in relation to Privacy and Confidentiality at all times. Clients may access their own records on request. COMPLAINTS AND APPEALS The Improve Group recognises participant feedback is important to continual improvement of our products and services. Feedback can be provided through Training Feedback Forms or through conversations with Improve Group Staff. Participants have the right to express complaints, concerns or dissatisfaction with any element of The Improve Group s training/assessment without adverse consequences. The Improve Group is committed to providing fair and equitable processes for dealing with participant complaints. All complaints/ appeals will be managed through The Improve Group Complaints and Appeals Policy Participants undertaking accredited training and assessment with The Improve Group have the right to initiate an appeal of an assessment result within a period of six weeks of notification of assessment result. Learners may initiate an appeal by contacting their Improve Group Coach or the Training Services Co-ordinator. Version: 2.5 Date: 01/01/2015 Page 4 of 9

5 All complaints and appeals can be made by contacting: Arti Naicker Improve Group Customer Protection Officer Phone: Fax: HARASSMENT AND DISCRIMINATION POLICY The Improve Group will adhere to all legislative requirements of State and Federal Governments in relation to Anti-Discrimination legislation at all times. Any allegations of bullying, harassment or discrimination by participants or staff will be dealt with in accordance with The Improve Group Harassment and Discrimination Procedure. OCCUPATIONAL HEALTH AND SAFETY The Improve Group recognises its obligation to protect the health, safety and wellbeing of its staff and clients in any workplace, at all times. The Improve Group staff will adhere to all OH&S policies and procedures and relevant industry specific laws, regulations and standards when visiting client organisations and will ensure that at no time are training participants exposed to or taken into an unsafe work or learning environment. TRAINING AND ASSESSMENT CODE OF PRACTICE The Improve Group has agreed to operate within the Principles and standards of the Australian Quality Training Framework (AQTF). This includes a commitment to continuous improvement in satisfaction for clients and employers involved in our programs. DELIVERY AND ASSESSMENT FLEXIBILITY The Improve Group coaching staff is aware of the need for flexible delivery and assessment as required. If you have any special requirements that may need consideration in either delivery or assessment, please speak with your facilitator so an appropriate adjustment may be made to assist and support you. THE IMPROVE GROUP COACHES The Improve Group staff wear the title of Performance Coach. This helps define the role they play throughout the training program. As a Coach, The Improve Group staff will: Facilitate the acquisition of learning associated with the training program, Coach participants in the application of the relevant knowledge to business activities, Provide guidance on improvement activities, Version: 2.5 Date: 01/01/2015 Page 5 of 9

6 Provide support and guidance through the assessment process. Throughout the training program participants will have access to and support from an identified Performance Coach who will make regular workplace visits and provide practical support to the participant and their supervisor. Version: 2.5 Date: 01/01/2015 Page 6 of 9

7 CLIENT ENROLMENT AND INDUCTION PROCESS A training course induction is a requirement for all accredited training programs. The induction identifies your rights and entitlements as a participant in the training program. The induction program will identify relevant laws, regulations and standards applicable to the training program and work undertaken at the workplace. FEES AND REFUNDS The Improve Group has a refund policy that is fair and equitable to all learners. All feepaying learners are guaranteed their fees will be: kept in a separate account accessed only when the service is rendered. If the Improve Group has to cancel a training program, fee-paying learners will be notified and will be entitled to a full refund. Cancellation fees apply. Any cancellation of confirmed programs prior to commencement of the program may incur a cancellation fee of 10% of quoted program costs. No refund will be given if cancellation occurs after commencement of the program. Re-print Certification where the candidate requests a new copy of his/her certification the following fees apply: I. Certificate $25.00+GST II. Statement of Attainment $25.00+GST III. Certificate & Statement of Attainment $40.00+GST LANGUAGE, LITERACY AND NUMERACY All training participants complete a Language, Literacy and Numeracy (LLN) assessment as part of the induction process for accredited training programs. This assessment is to assist training participants by identifying any special learning needs that may need to be considered as part of training delivery or assessment processes. RECOGNITION OF QUALIFICATIONS ISSUED BY OTHER RTO S The Improve Group recognises the AQTF Qualifications and Statements of Attainment issued by other Registered Training Organisations CREDIT TRANSFER Course participants who have previously completed all or part of a qualification which may have covered units similar to that being undertaken as part of a new qualification are entitled to apply for credit transfer consideration. The Improve Group will assist course participants with a review of credit transfer eligibility and complete the necessary administration to achieve credit where required. RECOGNITION OF PRIOR LEARNING & RECOGNITION OF CURRENT COMPETENCY Recognition of Prior Learning (RPL) and Recognition of Current Competency (RCC) are offered to all participants at commencement of their program. Recognition is a way of Version: 2.5 Date: 01/01/2015 Page 7 of 9

8 ensuring your required skills developed through previous training, work and/or life experience are formally recognised. Version: 2.5 Date: 01/01/2015 Page 8 of 9

9 ACCESS AND EQUITY The Improve Group aims to provide an inclusive environment for participation and learning and ensures clients are not discriminated against in terms of cultural background, gender, sexuality, disability or age. Participants will be recruited in an ethical and responsible manner, which promotes inclusiveness and is consistent with the requirements of any training packages or accredited courses within the scope of our registration. Personal details of all participants are collected for statistical purposes only. It is a requirement that we as the RTO keep all details and assessment from a student for audit purposes. If participants wish to view their personal files they can contact our head office on to arrange a suitable time to view their file. ASSESSESSMENT FOR COMPETENCY The assessment process is an important element of your learning program. To gain your qualification you must demonstrate competency in all Units, and your competency must be documented and signed by an accredited assessor. The assessment process requires you provide evidence to support you assessment for competency. Evidence can take the form of: demonstrations, observations, samples of completed work, reports from your supervisor, known as Third Party Reports, Question/answer sessions with the assessor, Portfolio evidence, Simulations, and Tests and examinations. The facilitator will explain the assessment process in detail and describe each of the evidence opportunities listed above. It is important that you work in partnership with your facilitator/assessor as they are there to guide you in your development and the attainment of your qualification. A Statement of Attainment is achieved for each unit successfully completed, and a Qualification is issued on completion of all required units of competency. TRAINING PLAN The Training Plan records the structure and approach to training agreed by learner, employer and the Improve Group (the RTO) TRAINING RECORD The Training Record records progress and achievement of competencies, as detailed in the Training Plan. The Training Record must be regularly updated by the client to record the particulars of all the training and assessment completed. Version: 2.5 Date: 01/01/2015 Page 9 of 9

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