Original submitted to FETAC Organisational Structural Change Revisions 2010

Transcription

1 QUALITY ASSURANCE HANDBOOK Original submitted to FETAC 2006 Organisational Structural Change Revisions 2010 Organisational Structural Change and QA Process Update (to Version 3.0) 2013 Note: This document was amended in 2010 to reflect the organisational structural change which occurred within FÁS between 2006 and The document has now been further amended to reflect additional organisational structural change which occurred between 2010 and 2012 and to include Training Standards System detail up to the 30 th June This document contains the most recent QA processes officially notified to the TSS Unit by the relevant policy areas. FÁS Training & Employment Authority, Upper Baggot Street, Dublin 4 Tel: (01) Fax: (01) info@fás.ie Website: FÁS 2013

2 TABLE OF CONTENTS BACKGROUND... 3 INTRODUCTION TO FÁS... 4 ROLES & RESPONSIBLITIES... 4 ORGANISATIONAL STRUCTURE... 5 VISION, MISSION STATEMENT, CORE VALUES... 9 QUALITY POLICY CUSTOMER CHARTER FÁS POLICY FRAMEWORK FOR LIFELONG LEARNING FÁS AND THE QUALIFICATIONS ACT FÁS PROVIDED TRAINING FÁS QUALITY ASSURANCE POLICY APPROACH PURPOSE AND SCOPE OF FÁS QUALITY ASSURANCE POLICIES AND PROCEDURES FÁS QUALITY ASSURANCE POLICIES AND PROCEDURES COMMUNICATIONS. 21 POLICY..21 PROCEDURES EQUALITY.. 28 POLICY..28 PROCEDURES FÁS STAFF RECRUITMENT AND DEVELOPMENT..32 POLICY..32 PROCEDURES ACCESS, TRANSFER AND PROGRESSION. 38 POLICY..38 PROCEDURES PROGRAMME DEVELOPMENT, DELIVERY AND REVIEW.43 POLICY..43 PROCEDURES FAIR AND CONSISTENT ASSESSMENT OF LEARNERS 56 POLICY..56 PROCEDURES PROTECTION FOR LEARNERS.74 POLICY..74 PROCEDURES PROCURING PROGRAMME DELIVERY THROUGH UTILISATION OF SECOND TRAINING PROVIDERS...78 POLICY..78 PROCEDURE FÁS MONITORING.83 POLICY..83 PROCEDURERS EVALUATION OF PROGRAMMES AND SERVICES...88 POLICY...88 PROCEDURES..90 FÁS

3 BACKGROUND In 2006 FÁS developed this Quality Assurance handbook as part of its responsibilities under the Qualifications (Education and Training) Act The Quality Assurance Handbook version 1 was the FÁS overarching Quality Assurance document and formed part of the 2006 FÁS/FETAC Quality Assurance agreement. In the intervening years, FÁS experienced significant structural change. Updates to the Quality Assurance Handbook which reflect said structural change were made to the QA handbook in This Quality Assurance Handbook V3 2013, has been updated to reflect further organisational change which occurred in 2012 and provides detail of full implementation of the Training Standards System (TSS). The QA handbook continues to contain relevant information that meets the requirements of the 1999 Education and Training Act and the 2006 FÁS /FETAC QA agreement. November 2012 saw the introduction of the Qualifications and Quality Assurance (Education and Training) Act 2012 and the establishment of Quality and Qualifications Ireland (QQI). The QQI was formed through the amalgamation of the Further Education and Training Awards Council (FETAC), the Higher Education and Training Awards Council (HETAC), the Irish Universities Quality Board (IUQB) and the National Qualifications Authority of Ireland (NQAI). In the autumn of 2013, FÁS will be dissolved, and FÁS training centres will commence transfer to Education and Training Boards (ETBs). The training centre transfer process will conclude in It is expected that the QQI will publish new quality assurance guidelines for training provision towards the end of Until such time as the new quality assurance guidelines and agreements are in place with QQI, existing QA agreements stand. Therefore this QA Handbook reflects the requirements of the 1999 act and pertains to the existing Quality Assurance agreement between QQI/FETAC and FÁS. The FÁS Quality Assurance Handbook version 3 also provides details of improvements made to the quality assurance system between 2006 and Following the dissolution of FÁS and until the availability of detail from QQI related to new QA requirements associated with the Qualifications and Quality Assurance (Education and Training) Act, 2012 this QA Handbook will subject to agreement with QQI be utilised in relation to programmes under the remit of SOLAS. FÁS

4 INTRODUCTION TO FÁS BACKGROUND to FÁS ROLES & RESPONSIBILITIES F ÁS, the Training and Employment Authority, was established in January 1988, under the Labour Services Act 1987 to provide a wide range of services to the labour market in Ireland. Its functions as laid down in the Act are: training and re-training designated apprenticeships recruitment service employment schemes placement and guidance services assistance to community groups advice for people returning to Ireland and those seeking employment elsewhere in the EU. FÁS was also mandated to collate and publish information relating to the labour market and to provide the Minister for Education and Skills with information, reports, etc., on matters within its remit. FÁS has statutory responsibility for the organisation and control of apprenticeship training in the designated apprenticeship occupations. Statutory developments have impacted on FÁS roles and responsibilities. o Since 2000, when the National Rehabilitation Board was dissolved, FÁS has had responsibility for vocational training and employment of people with a disability. Until the advent of the Qualifications Act (1999), FÁS was the awarding body in respect of all its own programmes. Subsequent to the1999 act and FETAC had responsibility for making awards for FÁS programmes. As a result of the enactment of Qualifications and Quality Assurance (Education and Training) Act 2012 this responsibility has transferred to the QQI. In March 2010, a Government decision was taken to transfer responsibility for the development and management of the FÁS Employment Services and Community Employment Programmes to the Department of Social Protection. The transfer occurred in January Post transfer of FÁS Employment Services and Community Employment Programmes to the Department of Social Protection FÁS as the national Training and Authority, continues to have a wide range of clients and stakeholders. It has links to most industrial sectors and operates through consultation with social partners. As part of its training responsibilities, programmes are available to a diverse group of learners, through a wide range of settings including:- FÁS Training Centres Work-based training Community-based training FÁS

5 FÁS ecollege External training locations (e.g. contracted training) Institutes of Technology As stated earlier In the autumn of 2013, FÁS will be dissolved, and FÁS training centres will commence transfer to Education and Training Boards (ETBs). The training centre transfer process will conclude in During the transition phase a transition quality assurance system (TQAS) will be available for utilization by former FÁS training centres to ensure continuity of service to the learner, other stakeholders and to ensure continued compliance with quality assurance requirements. Utilisation of TQAS will be at the discretion of the relevant ETBs. ORGANISATIONAL STRUCTURE FÁS is a non-commercial semi-state body divided into four geographic areas. The 2013 Service Plan for FÁS Training Provision indicates that within its allocated budget, FÁS will offer:- Circa 4,000 vocational training courses to 72,000 + unemployed persons Provide for an estimated 1,500 + new apprenticeship registrants and more generally provide for an existing apprentice population of approximately 9,000 at various stages of both on and off-the-job training. The 2013 Service Plan for FÁS Training Provision also states that by the end of 2013, the Further Education and Training (FET) landscape in Ireland is expected to be very different to that existing at the start of the year. Subject to legislation, 33 existing VECs will be replaced by 16 new Education and Training Boards (ETBs). The existing FÁS training centre network will be amalgamated, on a phased basis in 2013/2014, with the newly established ETBs. FÁS will be dissolved and a new further education and training authority, SOLAS, will be established. During the transformation process FÁS will maintain an organisational structure to manage the size, complexity and diversity of its operations and to ensure the quality assurance of its training provision. The overall structure of FÁS in relation to Quality Assurance responsibilities which will be maintained during the transformation process is illustrated in the organisational chart on the following page. FÁS

6 QUALITY ASSURANCE OVERVIEW OF FÁS LINES OF RESPONSIBILITY The Board of FÁS Director General ADG Corporate Services ADG Training Provision ADG FET Strategy ADG Operations FÁS

7 The Board of FÁS has responsibility for the overall direction of the organisation and its policies. FÁS Board members are appointed by the Minister for Education and Skills. FÁS is headed by the Director General who reports to the Board. The Director General chairs the FÁS Senior Management Team, which is responsible for the implementation of the Board s policy and is made up of the Assistant Directors General. The delivery of services is broken into four areas of responsibility, each of which is controlled by a separate Assistant Director General. Each Division is sub-divided into a number of departments. These are managed by Directors who report to the Assistant Directors General. The responsibilities of each ADG are summarised in the following table: ADG Corporate Services Training Provision Further Education and Training Strategy (FETS) Operations PRINCIPAL AREAS OF RESPONSIBILITY Financial Accounting, Management/EU Accounting, Financial Policies and Standards, Procurement, Facilities Management, Information &Technology, Human Resources, Health and Safety, Communication, Legal Services, Freedom of Information, Oireachtas Liaison, Secretariat to the Board. Community Training, Apprenticeship Services, Adult Training & Risk Management, Curriculum and Assessment, Screen Training Ireland, Programme Validation/Evaluation and Programme Innovation National Programmes & Standards, Research, Planning and Development, Quality Assurance, Wider Horizons, Libraries/Garda Vetting, Contract Training Policy & Support, ecollege, Labour Market Education & Training Fund, (Momentum Programme), Skills/ Labour Market Research Operational Delivery of Training Programmes, Services to Business, Regional Finance & Administration, Construction/Environment, Safe Pass & Skills Certification. The Senior Management Team (SMT) has overall responsibility to ensure FÁS compliance with the quality assurance requirements of the Qualifications Act (1999). Business Planning Annual Service Plan Following a strategic planning exercise in February 2011, the FÁS Board initiated a new training strategy and agreed that a fit for purpose training and assessment system to meet the needs of learners and employers was one of the key corporate objectives for the organisation. 1 This strategy is reflected in the FÁS Annual Service Plan which is agreed by the FÁS Board. 1 Page 12 Service Plan for FÁS Training Provision 2013 FÁS

8 Annual Divisional Business Plans Annual Divisional business plans which reflect the FÁS Annual Service Plan content are developed to drive the implementation of the organisational strategy. To ensure a consistency of approach, each Division develops its annual business plan using a standardised organisational template. Business plans are developed in consultation with Divisional staff and other relevant Divisions that provide particular support services. To ensure continuous improvement, each plan is reviewed mid-year and at the end of the year. Quality assurance of training programmes and related services is an integral part of the business planning process. FÁS has built on its quality assurance approach to training within the context of European Union (EU) strategies, such as the Lisbon Strategy and the Copenhagen Process, which aim to promote mutual trust in training provision, transparency and recognition of competences and qualifications, and enhanced mobility of labour in the EU. In 2005 FÁS published a report FÁS TRAINING STRATEGY. This report set out a broad strategy for the organisation s training in future years. It considered the main external factors that would influence FÁS activities, including the Awards Councils requirements. It reviewed existing FÁS provision and indicated the nature and mix of FÁS training programmes and services required for the future. As stated earlier in 2011 the FÁS Board initiated a new training strategy and agreed that a fit for purpose training and assessment system to meet the needs of learners and employers was one of the key corporate objectives for the organisation. This strategy is reflected in the Service Plan for FÁS Training Provision The service plan details the FÁS support related to quality assurance that can be made available to support the transition of FÁS training centres to ETBs. Quality Systems For the last 25 years FÁS has used Quality Management systems, taking significant steps to become an accredited quality assured organisation. Various Divisions in FÁS have been accredited by the following Quality standards: o International Standards Organisation (ISO) 9001:2000 o Quality Mark (Q Mark) o Excellence Through People (ETP) The organisation aims to achieve excellence in its staff and work practices. It invests in staff training and development identified through: o Performance Management Development System (PMDS) FÁS

9 VISION, MISSION STATEMENT, CORE VALUES In FÁS, we are committed to providing essential labour market services for the many individuals, communities and enterprises that rely on us to meet their labour market and career development needs. In FÁS, we believe we can best achieve this by pursuing our Vision and Mission Statement as set out below. Vision To excel in providing labour market services. Mission Statement To promote a more competitive and inclusive knowledge-based economy, in collaboration with our stakeholders, by enhancing the skills and capabilities of individuals and enterprises. Core Values The following shared Core Values, all of equal importance, guide the way we work in FÁS and the way we provide quality Programmes and Services to our customers and stakeholders. FÁS

10 QUALITY POLICY FÁS is committed, as a core element in its organisational strategy, to achieving service excellence in all of its labour market services, within a framework of total quality, continuous improvement and accreditation. Our strategy is based on a policy that values our customers and aims to provide a consistent, quality service to meet their needs. We will continue to build on our experience and significant progress to date, with a view to encouraging our services to adapt on an on-going basis to the changing needs of our customers. We will do this by working together in partnership, with a clear focus and commitment to serving our customers, and thereby achieve our Vision - to excel in providing labour market services. PAUL O'TOOLE Director General June 2009 FÁS

11 CUSTOMER CHARTER The Charter below sets out the standards of service that our Customers can expect from FÁS. The Service we provide is guided by our customer values: We care about our customers. We help our customers to define their requirements and we work with them to find solutions. We are responsive and flexible in meeting our customers needs. Our attitude towards customers is courteous, friendly and attentive. FÁS will deliver this quality service under the following headings: Staff/Customer Support a customer service ethos amongst all members of staff. This charter confers on members of the public and FÁS Staff the same levels of respect and courtesy. Best Practice Adopt best practice in the provision of services. Customer Information Promote public awareness of FÁS Programmes. Customers can access information on FÁS services by visiting any of our offices around the country or by accessing the FÁS website at Equality Provide our services to all customers in a courteous, fair and impartial manner and in full compliance with all equality legislation. Facilitate access to FÁS services for people with disabilities. Health & Safety Provide public offices and training places that comply with occupational and safety standards. FÁS

12 Privacy and Confidentiality All our dealings with our customers are conducted in a manner that respects their rights to privacy and confidentiality. Consultation/Feedback Listen to, value and consider carefully all views expressed and where possible and within a realistic timescale, agree a way forward. FÁS welcomes your comments, suggestions and views on any aspects of our services because this will help us to better satisfy your needs. Promptness Reply to all letters, s and voic promptly and efficiently. If the preparation of a reply requires more than 5 working days, FÁS will issue an acknowledgement to all messages/correspondence. Complaints Deal with queries in an open, objective and fair manner. Every effort will be made, at local level, to resolve the complaint to the satisfaction of both the customer and FÁS. Where the complaint cannot be handled locally the complaint will be dealt with by the Office of the Ombudsman (Ombudsman Amendment ACT 2012). FÁS

13 FÁS POLICY FRAMEWORK FOR LIFELONG LEARNING 1. Lifelong Learning - Background The issue of lifelong learning has become very topical in recent times. Where previously lifelong learning might have been seen as the province of professionals or knowledge workers the need to continuously adapt and upgrade knowledge, skills and competencies is now seen to apply across all jobs. The need for lifelong learning has become all the more apparent given current demographic trends where, throughout Europe, there is a decline in new entrants to the labour force and a consequent need to rely on existing, and ageing, workers. Ireland is now beginning to experience this trend with a significant decline in the numbers leaving second level education. In addition to the economic imperative, there are a number of social concerns driving the lifelong learning agenda. Foremost amongst these is the interrelationship between employability and social inclusion. FÁS policy on lifelong learning acknowledges that social and economic change will continue to have an increasing impact on skills and knowledge redundancy. 2. Definition and Scoping The European Commission definition of lifelong learning is: "All learning activity undertaken throughout life, with the aim of improving knowledge, skills and competences within a personal, civic, social and/or employment-related perspective." This definition must be seen in the context of individual development, active citizenship, social inclusion and the economic wellbeing of society as a whole. The FÁS lifelong learning policy is framed in the context of employability and inclusion. The vision is that each learner will be given access to the skills, supports and resources needed to engage in learning on a lifelong basis. 3. Key Features of the Policy Framework FÁS clients, whether employed or unemployed, shall be treated as potential lifelong learning clients. An important and fundamental element of the relationship is that all of a client's lifelong learning activities, and the skills/competences they develop, should be acknowledged and recorded to form part of a personal portfolio of qualifications and competences. FÁS will work with social partners, other training and education providers, as well as certifying authorities, to dissolve institutional barriers and seek to implement coordinated institutional approaches on the most efficient and effective means of providing lifelong learning to the population as a whole. FÁS

14 The following are the core policy values being adopted: Access for all: FÁS will make access to supported learning a priority. This will include the identification and removal of barriers to access and to learning, as well as the implementation of integrated progression paths from foundation to higher levels of training and accreditation. Employability: FÁS will develop, deliver and promote learning and accreditation provisions to help: 1. The unemployed move into employment. 2. Upgrade the skills of those in employment, with a particular focus on vulnerable employed groups whose skills are in danger of becoming redundant. 3. Promote investment in training to improve competitiveness. Equity: FÁS will provide and deliver services and learning opportunities in a way that tackles social exclusion. It will enable vulnerable groups to compete for employment on the basis of accredited skills and competences. Choices: Information on learning options will be made available to all clients. FÁS Learning provisions will focus on the learner and offer choices to individuals on what, when and where they learn, within the resources allocated to the organisation. Integration: FÁS lifelong learning policies and provisions will be implemented and delivered as an integral part of the FÁS contribution to the national human resources development strategy, and not as a series of one-off, disconnected or stand alone interventions. Approved by Executive Board 21 st Oct Approved by FÁS Board 7 th Nov FÁS

15 FÁS AND THE QUALIFICATIONS ACT FÁS PROVIDED TRAINING U nder the Qualifications Act (1999), FÁS is a provider, i.e. a body which provides, organises or procures a programme of education and training (Qualifications Act 18.6). As a provider FÁS has responsibility for its training programmes whether provided in its own Training Centres network, or provided by a range of second providers, to diverse target groups, in a variety of settings throughout the country, using various funding mechanisms. FÁS responsibilities in relation to its second providers include the following: o assuring the quality assurance of the training programme, including assessment o ensuring that second provider systems are quality assured in relation to training o putting in place a formal agreement with the second provider to clearly state respective roles and responsibilities, and to ensure the maintenance, monitoring and continuous improvement of the quality assurance of the programme o consulting with the second provider before making an application for validation of a FÁS programme. FÁS responsibilities and second provider relationships are illustrated in the table below: FÁS TRAINING PROVISION AND SECOND PROVIDER RELATIONSHIPS Corporate Structure - Link to Second Providers FÁS Training Provision Second Providers Community Training Community Training Centres Local Training Initiatives Specialist Training Providers Department of Justice Workshops Adult Training Specific Skills training Traineeship Foundation/Bridging Training Evening/Sponsored Apprenticeship Services Apprenticeship, Phase 4 & 6 Institutes of Technology Phase 1,3,5,7 Employers Sectoral Initiatives National Programmes and Contracted Training Policy and Support Standards ecollege Wider Horizons Momentum Programme Competitive funding only. Allocated through tender process Operations Construction Environment/ Safe Pass CSCS/QSCS FÁS

16 FÁS QUALITY ASSURANCE POLICY APPROACH I n recognition and support of the requirements of the Qualifications Act (1999), the FÁS Statement of Strategy gives a clear commitment to: provide higher quality, more innovative and flexible services to customers by embracing a culture of quality and service excellence, by providing Programmes and Services that are approved and accredited by the Awards Councils and by seeking customer feedback and continuous improvement. (FÁS Priority Goal 5) Building on existing good practice, FÁS developed a Quality Assurance policy framework. The national policy approach interprets and reflects FETAC requirements in a FÁS context, builds in FÁS own QA requirements, and augments existing organisational quality assurance policies and practice. In this way, the approach is a process which builds on the FÁS quality ethos. Consultation Process The FÁS National Quality Assurance Policy Framework evolved into the FÁS NATIONAL QUALITY ASSURANCE POLICY document through a consultation process led by the Quality Assurance Directors Group (QADG) and involving FÁS management, trade unions, the FÁS National Partnership Group, and FETAC. The FÁS NATIONAL QUALITY ASSURANCE POLICY document has been agreed by FÁS management, and is subject to ongoing consultation with all FÁS stakeholders. The document is available electronically or in hard copy from each Division. FÁS National Quality Assurance Procedures FÁS FETS (National Programmes and Standards) used the FÁS NATIONAL QUALITY ASSURANCE POLICY as the basis to review and develop their existing quality assurance procedures in order to ensure compliance with the Awards Councils and FÁS requirements. FÁS Evidence of Quality Assurance Activity FÁS quality assurance procedures provide for the collection and presentation of evidence of quality assurance activity. The evidence is available for internal and external monitors and contributes to the continuous improvement of FÁS training. The diagram on the following page illustrates the FÁS approach to ensuring its compliance with the requirements of the Qualifications Act (1999). FÁS

17 FÁS QUALITY ASSURANCE APPROACH *Quality Guidelines FÁS QA Policy; National Quality Goals & Responsibilities National QA Procedures (Training Standards system, TSS) Developed by each FÁS Division (Use of Quality Management Systems, e.g. ISO 9001, Q-Mark, PMDS, etc.) Continuous Improvement Corrective Actions Local FÁS business processes produce evidence & records; e.g. Local procedures, specifications, templates, assessment documents, staff development & learner records, etc. Monitor consistent application and effectiveness of procedures *AWARDS COUNCIL QUALITY ASSURANCE GUIDELINES AND FÁS QUALITY ASSURANCE REQUIREMENTS FÁS

18 PURPOSE AND SCOPE OF FÁS QUALITY ASSURANCE POLICIES AND PROCEDURES Purpose T he purpose of the FÁS NATIONAL QUALITY ASSURANCE POLICY document is as follows: a) To provide a national quality assurance policy framework for all training that FÁS provides, organises or procures b) To build on organisational best practice c) To incorporate a learner focus which identifies and meets learner needs d) To ensure a consistent approach to the quality assurance of training across the organisation e) To ensure the continuous improvement of FÁS training programmes and related services f) To set out the various organisational roles and responsibilities regarding the implementation of FÁS quality assurance policies for training provision. The policies comply with the Qualifications Act (1999) and reflect the requirements of NQAI, and FETAC, as well as those outlined in the FÁS Training Strategy 2011 and EU targets in relation to training and education. The purpose of FÁS National Quality Assurance Procedures is to ensure the integration and implementation of the FÁS QA Policy requirements in the organisation s business processes and practices. Scope The FÁS NATIONAL QUALITY ASSURANCE POLICY document is an organisationwide document that governs all FÁS training activity, whether provided, organised or procured. The document contains ten quality assurance policy statements in the required areas of: communications, equality, staff recruitment and development, access, transfer and progression, programme development, delivery and review, fair and consistent assessment of learners, protection for learners, sub-contracting/procuring programme delivery, monitoring, and evaluation of programmes and related services. FÁS training provision is based on a long-standing flexibility to meet immediate and emerging needs. Each policy statement is designed to enable FÁS to tailor its procedures to meet the particular needs arising in a range of learning environments and to accommodate all types of training provision. FÁS

19 Each policy statement sets out the parameters within which FÁS Divisions operate and specifies the minimum evidence they must provide to confirm and verify adherence to the particular FÁS National Quality Assurance Policy. Each set of FÁS National Quality Assurance Procedures specifies the good practice and supporting evidence which Divisions are required to implement to ensure compliance with each policy requirement. Format Each policy is laid out in the same way in order to ensure a consistent organisation-wide approach to implementation. Each policy begins with a statement of FÁS commitment to the particular Quality Assurance requirement. The purpose of the policy is defined. The Divisional responsibilities for implementing the policy are clarified. The policy is expanded into its component parts. Divisional responsibilities for monitoring, the minimum evidence of implementation and the minimum measurable indicators of quality are listed in the final section of the policy, monitoring evidence of implementation The ten National Quality Assurance policies included in this handbook can also be found in the FÁS NATIONAL QUALITY ASSURANCE POLICY document. Each set of FÁS National Quality Assurance Procedures integrates organisational policy requirements with divisional implementation actions. Quality Assurance procedures are presented in process map format. The sections on procedures state where they can be located within the organisation. Specific procedures required for inclusion by the Awards Councils are included in this handbook. FÁS

20 FÁS QUALITY ASSURANCE POLICIES AND PROCEDURES FÁS

21 1. COMMUNICATIONS POLICY FÁS is committed to the provision of an effective communications system for all stakeholders. This commitment is reflected in the FÁS Service Plan. FÁS recognises the importance of providing information to prospective and current learners, staff and other stakeholders. FÁS also recognises the importance of obtaining and acting upon information and feedback from all learners, staff and key stakeholders to maintain and improve programme quality. 1.1 Purpose The purpose of this policy is to ensure that an effective communications system for stakeholders is provided in FÁS provided, and/or organised and/or procured training programmes. 1.2 Responsibilities FÁS FETS (National Programmes and Standards), FÁS Training Provision Division and FÁS Operations have responsibility, as appropriate, to manage: a) Provision of information on training to prospective and current learners, staff, and other internal and external stakeholders b) Acquisition of feedback from all stakeholders c) Utilisation of this feedback for the purpose of continuous improvement of training programmes and related services FÁS Training Provision Division) has responsibility to provide particular information relating to Curriculum, Assessment, and Programme Evaluation. FÁS Training Provision Division provides this information through mechanisms such as the following: a) FÁS training publication QA58/01 TRAINING SPECIFICATION, FÁS QA publications 'APPRAISAL OF FÁS PROGRAMMES LEADING TO FETAC COMMON AWARDS (PRE-VALIDATION) or DEVELOPMENT AND VALIDATION OF FÁS TRAINING PROGRAMMES AND RELATED SERVICES LEADING TO AWARDS b) FÁS assessment design series QA98/01 PRINCIPLES OF ASSESSMENT, QA98/02 FEATURES OF FÁS ASSESSMENT, QA98/03 DESIGNING AN ASSESSMENT SYSTEM c) FÁS ASSESSMENT REGULATIONS d) FÁS NATIONAL QUALITY ASSURANCE ASSESSMENT OPERATING PROCEDURES e) FÁS NATIONAL QUALITY ASSURANCE OPERATIONAL PROCEDURES FOR EVALUATION OF PROGRAMMES AND SERVICES. FÁS

22 1.2.3 FÁS FETS (Research, Planning and Development Department) has responsibility for analysis and forecasting of labour market trends and skills, conducting follow-up surveys of FÁS participants, monitoring of FÁS performance indicators, compiling FÁS planning reports and Annual Reports and liaison with European partners regarding labour market issues The Senior Management Team (SMT), has responsibility to ensure clear internal and external communication routes in relation to the findings and actions arising from the evaluation process. N PROCEDURES - COMMUNICATIONS ational Quality Assurance Communication Procedures are available in this Quality Assurance Handbook and on the FÁS Intranet /Training Standards System (TSS) as follows:- TSS Section One Process Maps TSS 1 Communications TSS 1a Customer Complaints Communications procedures are also integrated into other relevant procedures such as: Staff Recruitment and Development Programme Development Delivery and Review Assessment Monitoring Evaluation FÁS

23 Training Standards System TSS-1 Communications V2.1 Communications with Learners Communications with Staff Communications with other Stakeholders Course / Programme Information and Learner Information is made available to Department of Social Protection for dissemination to potential learners. Information can also be accessed directly on the FÁS Website, Promotional Literature and self-service kiosks. Learners receive information relating to their training in their Induction Module and through the FÁS Learner Portal. Policy on Learner Absence and Sickness Policy on Learner Maternity Leave Policy on Learner Health and Safety Policy on Learner Code of Conduct Infringement Process Policy on Learner Computer Resources and Internet Usage Policy on Learner Respect and Dignity Learner Guide to Assessment TSS-1-F05a / F05b Learner Code of Conduct Infringement Report Form Learner feedback is requested from Learners during their training via a number of different methods. TSS-5c-F03 Learner End of Course Questionnaire TSS-8b-F15 Training Monitoring Report TSS-8b-F21 Training Review Report TSS-8c-F16 Mid Course Evaluation TSS-8c-F17 End of Course Evaluation TSS-8a-F19 End of Course Questionnaire TSS-8e-F09 Learner Feedback Form TSS-8a-F17 Course Visit Report TSS-5c-F06 Customer Comment Form Other Monitoring reports Information is made available to staff through line management, staff meetings, business planning process, review groups, notice boards, and the internet / intranet FÁS Intranet/Internet, Notice Boards R: Staff/Unit Meeting Minutes, Business Plans, FÁS Service Plan for FÁS Training Provision Staff feedback is obtained through staff meetings, business planning process, review groups, and Course Review Process R: Staff/Unit Meeting Minutes Business Plans TSS-5c-F07 Course Review Form TSS Issues Log Management meetings take place to discuss the course mix and schedule R: Meeting Minutes Local and Organisational Programme / Course Review Information relating to programmes and related services is available to stakeholders FÁS website Training Centre tours and Promotional Literature Communications/Meetings with relevant Stakeholders Stakeholder feedback is obtained through meetings with stakeholders, review groups, research reports and focus groups R: Minutes of meetings with Stakeholders where appropriate Employer Evaluation Forms Research Reports FÁS Annual Report TSS-8b-F08 CTC Review of Business Plan ESRI Client Follow-up Survey Report TSS-8b-F21 Training Review Report Other monitoring reports FÁS

24 Training Standards System TSS-1a Customer Complaints V1.1 Note: A complaint is defined as any contact made by a customer, the purpose of which is to express dissatisfaction with the standard of service, action or lack of action or decision taken by FÁS. FÁS Customer Charter Respect and Dignity at Work HR Policies and Procedures Customer Complaint received Customer Complaint Form completed and signed by receiver of complaint. The relevant Manager is notified and arranges for the complaint to be logged, where appropriate. Any supporting documentation is forwarded to the manager also R: TSS-1a Customer Complaint Form If complaint is received verbally, the complaint form should be completed and issued to the complainant for signature or confirmation that the content is correct. If the complaint is received in writing, the /letter etc, is attached to the complaint form. The Complaint is acknowledged in writing and/or where appropriate, the complainant may be invited to a meeting to discuss the issue with the relevant Manager Note: If the complaint relates to a FÁS staff member it is directed to the relevant Grade 6 FÁS Manager, who will handle the complaint and any documentation. Note: If the complaint relates to a local matter it is logged as a Local Complaint, if it is an Organisational matter it is logged as an Organisational complaint. Note: Where the complaint relates to an individual, they are informed of the complaint. The relevant FÁS Manager investigates the complaint R: TSS-1a Customer Complaint Form Relevant FÁS Manager agrees an outcome with the relevant parties. Outcome is recorded on Complaint Form. Outcome signed and dated. A copy of this documentation is sent to the person who updates the customer complaints log Complainant notified of outcome, as appropriate. Client may refer complaint to the Office of the Ombudsman Critical Path Customer Complaint Log updated /maintained Start of Process Process Pre-defined Process/Procedure Information Note End of Process FÁS

25 1.3 Monitoring Evidence of Implementation FÁS FETS (National Programmes and Standards) and FÁS Operations monitor the implementation of this Communications policy Evidence to confirm implementation of FÁS Communications Policy and procedure will at a minimum, include: o o o o o o o o o o o o o o o FÁS website; contacts with stakeholders FÁS intranet IT Helpdesks FÁS Service Plans for FÁS Training Provision FÁS Business Plans Customer Charter Promotional materials Learner feedback forms and surveys Follow-up survey of learners Complaints procedure feedback Staff meeting agendas and minutes, Intranet Minutes of meetings with stakeholders Research reports. Learner Portal Training Standards System Documents and Forms FÁS

26 1.4 COMMUNICATION MECHANISMS In addition to the numerous communication mechanisms which are provided in an organisation of its size and complexity, FÁS has undertaken projects which build on and augment the organisation s existing technological systems. These include:- (i) National Course Data Base (NCDB) The NCDB contains a list of all FÁS run courses. Courses are listed in alphabetical order and the target major award or component module for each course is detailed in the course specification (QA 58/01) (ii) Curriculum and Assessment Content Management System (CACMS) The purpose of this system is to coordinate and track the development, secure management and distribution of curriculum materials within FÁS and with relevant stakeholders. (in development/ pilot on-going) (iii) Results Capture Certification Request System (RCCRS) The RCCRS provides an award management facility which includes management of:- a) Certifying body and award details b) The alignment of awards to FÁS training courses (both delivered and funded by FÁS) c) The relationship between FETAC major awards and their minor award components d) Provides a facility for FÁS assessors, and assessors delivering FÁS funded training, to directly enter/capture assessment results on the system e) Facilitates the FÁS quality assurance process by supporting, and recording the outcomes of:- The FÁS results approval process The FÁS assessment appeals process Requests certificates and records certificate details Integrates with existing FÁS IT systems for data exchange Integrates with awarding body IT systems, where appropriate (specifically FETAC and City & Guilds) Generates management information reports on FÁS delivered and funded assessment and certification activity (1V) CARS Curriculum and Assessment Revision System The Curriculum and Assessment Revision System (CARS) enables the Training Provision Division/CADU to revise and maintain the curricula and assessments for each trade. The automated revision numbering system ensures that Instructors are always using the correct revision of curricula and assessments and is accomplished FÁS

27 by the electronic creation of Phase Summary Assessment Sheets (PSAS) and On-the-Job Competency Sheets (OTJCS) from CARS. (V) Apprenticeship Client Services System/ACSS The information created in CARS, once released by the Training Provision Division/CADU, and implemented by Apprenticeship Services, can be used to schedule specific curriculum revisions of a trade in the Apprenticeship calendar. (vi) Test Event Notification and Results Capture System (TENRCS) This is an IT system currently in development which will automate the FÁS manual assessment processes and will feed into the existing results and certification systems (RCCRS for adult courses and CARS for apprenticeship courses). (vii) Quality Assurance Monitoring and Evaluation Systems These systems facilitate FÁS to manage on-going monitoring, programme review, evaluation and reporting to the Awards Councils for all FÁS provided, organised and procured training programmes FÁS

28 2. EQUALITY F POLICY ÁS is committed to the provision and promotion of equality in all aspects of its programmes and related services, including staff development and training. 2.1 Purpose The purpose of this policy is to ensure that training programmes and related services are delivered in a manner that accommodates diversity, combats discrimination and promotes equality of opportunity. 2.2 Responsibilities Responsibility regarding equality is as follows: a) FÁS Operations has responsibility for the dissemination of FÁS national equal status policy - EQUAL STATUS POLICY & FRAMEWORK - for national equality planning, for the production, support, dissemination and review of equality information and for ensuring that an overall framework for equality-related training is in place. FÁS Staff Development Department has responsibility for providing support in ensuring development and delivery to staff of equality-related training. 2.3 Equality Training FÁS Human Resources (HR) and FÁS Operations ensure that all staff associated with learners, are provided with training in relation to equality issues. FÁS Operations are supported in this by the FÁS Staff Development Department. 2.4 Equality Planning FÁS Operations has responsibility for equality planning and the development of Equality action plans as appropriate. FÁS

29 N PROCEDURES - EQUALITY ational Quality Assurance Equality procedures are available in this Quality Assurance Handbook and on the FÁS Intranet /Training Standards System (TSS) as follows:- TSS Section Two Process Maps TSS 2 Equality Further information is available from the FÁS Staff Development Department. FÁS

30 Training Standards System TSS-2 Equality V2.0 FÁS has an Equal Status Policy & Framework R: FÁS Equality Policy for its Customers FÁS Operations and Human Resources agree training requirements for staff relating to Equality R: Staff Development Plans Staff Development TSS-3a The Annual Business Plans for FÁS Operations will include equality action plans R: Business Plans FÁS Operations review and monitor progress against the Equality Objectives in Annual Business Plans R: Business Plans Critical Path Start of Process Process Pre-defined Process/Procedure End of Process FÁS

31 2.5 Monitoring Evidence of Implementation FÁS FETS (National Programmes and Standards) and FÁS Operations monitor the implementation of this Equality policy Evidence to confirm implementation of the FÁS Equality policy and procedure will at a minimum, include: o o o o o o o o Equality portal on the FÁS Intranet site Minutes of the FÁS Internal National Equality Group Equality Action Plans. FÁS Operations Equality action plan results Staff records re Equality training Learner and staff feedback results. FÁS Equality related publications Training Standards System Documents and Forms FÁS

32 3. FÁS STAFF RECRUITMENT AND DEVELOPMENT F POLICY 2 ÁS recognises that the competencies of its staff are a key determinant in the provision of the quality of its training programmes and related services and is committed to a systematic approach to staff recruitment and further professional development. 3.1 Purpose The purpose of this policy is to ensure that FÁS staff have up-to-date competencies to provide quality training programmes and related services that address labour market requirements, social cohesion and economic competitiveness at a national, geographical, sectoral, organisational and individual level. 3.2 Responsibilities The FÁS Human Resources (HR) has responsibility to ensure that the recruitment and development of staff involved in FÁS delivered programmes and related services are in accordance with HR policies and procedures FÁS have responsibility to ensure that staff are recruited and developed in accordance with FÁS requirements and HR policies and procedures. 3.3 Staff Recruitment and Allocation FÁS HR, in conjunction with relevant Divisions, facilitates the identification of the knowledge, skills, competencies and experience levels required of staff involved in FÁS provided training programmes and related services. This is achieved through the implementation of recruitment and allocation of staff to the appropriate posts FÁS HR ensures that staff recruitment and allocation criteria are transparent and equitable. 2 It should be noted that the Staff Recruitment and Development Policy relates only to FÁS employees. Policy relating to the recruitment and development of non-fás employees, i.e. staff involved in FÁS-organised and/or procured training provision, is included in the section on Procuring Programme Delivery through Utilisation of Second Providers. FÁS

33 N PROCEDURES - STAFF RECRUITMENT AND DEVELOPMENT ational Quality Assurance Staff Recruitment and Development procedures are available in this Quality Assurance Handbook and on the FÁS Intranet /Training Standards System (TSS) as follows:- TSS Section Three Process Maps TSS-3 Staff Recruitment TSS- 3a Staff Development FÁS

34 Training Standards System TSS-3 Staff Recruitment V2.0 Business Plans Staff Recruitment (In accordance with HR Procedures) Service Plan for FAS Training Provision Cover for Instructors Short term cover for planned/ unplanned absences Night Training Tutors/ Instructors Temporary Staff Up to 9 months Fixed-Term Staff Up to 3 years Permanent Staff Recruitment screening process is conducted in conjunction with regional F&A/HR as per recruitment criteria to establish suitable candidates for cover requirements R: Job Description and Person Specification Authorised by Training Centre Manager R: Staff Requisition Job Description and Person Specification Authorised by Area / relevant Director as appropriate R: Staff Requisition Job Description and Person Specification Authorised by Area / relevant Director and the appropriate Assistant Director General R: Staff Requisition Job Description and Person Specification Authorised by Area / relevant Director and appropriate Assistant Director General R: Staff Requisition Job Description and Person Specification Temporary staff complete the induction process with relevant personnel R: Fáilte Programme/Instructor Induction Programme Vacancies are advertised or expressions of interest sought by Training Centre Manager Vacancy advertised and selection process, including testing, implemented as per HR procedures R: FÁS Intranet HRD Portal Process supported by Head Office and Operations as appropriate Temporary staff are called as required by the Training Centre Assistant Manager. Contracts issued in conjunction with Regional F&A HR and authorised by the Training Centre Manager Successful candidate selected and offered a contract per course. Contracts authorised by Training Centre Manager. Successful candidate (new entrant, promotion and/or transfer) assigned to post and induction process carried out with relevant Assistant Manager/Manager as appropriate R: Fáilte Programme Instructor Induction Programme R: Temporary Staff Requisition Document Induction carried out with relevant Assistant Manager R: FÁILTE Induction Checklist Completed FÁILTE Induction Checklist forwarded to HR R: FÁILTE Induction Checklist Critical Path Start of Process Process Pre-defined Process Completed FÁILTE Induction Checklist forwarded to HR R: FÁILTE Induction Checklist 3 stage probationary review process carried out as appropriate and in accordance with HR procedures. Permanent position confirmed in writing, when and where appropriate FÁS

35 Training Standards System TSS-3a Staff Development V1.1 Service Plan for FÁS Training Provision Staff Development Performance Management Development System (PMDS) Business Plans Identification of Training Needs R: Individual Training & Development Action Plan Corporate Training Plan (e.g. H&S, Technical, legislation, environmental and cultural etc) Unit Staff Development Plan costed and approved R: Unit Staff Development Plan Implement Plan Unit Staff Development Plan is inputted into Core HR Training. Document Core HR Training system is maintained relating to training requests, training started and completed, etc. Critical Path Start of Process Process Pre-defined Process/ Procedure End of Process Corporate Training Review Review and Evaluate Plan R: Staff Training Validation Form FÁS

36 3.4 Monitoring Evidence of Implementation FÁS HR, FETS (National Programmes and Standards) and FÁS Operations monitor the implementation of this Staff Recruitment and Development Policy Evidence to confirm implementation of this Staff Recruitment and Development policy and procedure will at a minimum, include: o o o o o o o o Job advertisements Job descriptions and personal specifications FÁS Staff Handbook HR Portal regarding Human Resources and Organisation Development Staff training feedback forms Fáilte Induction Checklist Individual Training and Development Plans Training Standards System Documents and Forms FÁS