Frontline Management Institute
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Participant Handbook - Training Policies
The Participant Handbook - Training Policies for the Frontline Management
Institute is provided below.
Contents
Welcome to the Frontline Management Institute
Courses
Student Selection Criteria
Enrolment
Assessment Procedures
Access & Equity
Recognition Processes and Mutual Recognition: Other Registered Training Organisations
Participant Feedback and Evaluation
Occupational Health and Safety
Fire Evacuation Policy
Sexual Harassment
Complaints and Grievances
Disciplinary Procedures
Welcome to the Frontline
Management Institute
Whether
you are a new or long standing participant of the Frontline Management Institute
you should know that we are committed to providing high quality, competency
based, training courses which are relevant to industry, government and
individual needs.
Our educational philosophy is to help organisations and individuals
achieve success through improving the performance of people and developing the
effectiveness of business systems.
Our
focus on the development of projects within our client’s organisation means
that the organisation experiences valuable direct input through our services.
We also maintain links with industry and other tertiary institutions and
the community, and recognise the importance of offering quality training.
In
accordance with our philosophy, the Frontline Management Institute delivers
nationally recognised training and assessment packages in pursuit of our
strategic goal.
As a minimum, we offer services that are:
Delivered
by qualified trainers
Of
consistently high quality
Delivered
to meet our customers needs as appropriate and feasible
Flexible
in modes of delivery and methods of assessment
Reflective
of change and innovation within the industry and community
Please let this Handbook be a handy source for your day-to-day activities at the Frontline Management Institute. If you are in any doubt about any aspect of this Manual or its content, seek clarification from the Director or the National Client Manager.
Larry
Lucas
Director
The
Frontline Management Institute is one of
We
are a VETAB Registered Training Organisation (RTO) recognised by both State and
Commonwealth Government to deliver specific Diploma and Certificate Courses in
management and training areas. As an
RTO we are committed to meeting the Standards of the Australian Quality Training
Framework (AQTF).
With
a range of flexible learning and assessment options we aim to develop Frontline
Managers and Trainers who will help lead their organisation’s success.
The
Frontline Management Institute can develop and deliver specific courses designed
to meet an individual’s or organisation’s unique requirements.
We
also offer nationally recognised courses which are listed below.
BSB30504
Certificate III in Business (Frontline Management)
BSB41004
Certificate IV in Business (Frontline Management)
BSB51004
Diploma in Business (Frontline Management)
We
have a range of training options from standard face-to-face delivery to our
highly successful e-learning and e-assessment approach. Participants can learn
at their own pace, in any order they choose and can be based anywhere in the
world thanks to the electronic transmission of both learning and assessment
materials. We give individual feedback on all assessments, which are based on
application in the workplace.
For
further information on individual courses please contact the Frontline
Management Institute.
Student Selection Criteria
All
participants are entitled to, and will be given equal consideration when
applying for courses offered by the Frontline Management Institute.
To
participate in the Certificate III, Certificate IV or Diploma of Business
(Frontline Management) it is essential that you be currently employed in a
situation that will enable you to perform the work-based assessment tasks.
For further information please contact the Director.
All students must formally enrol with the Frontline Management Institute prior to the commencement of any courses offered.
Where the course is offered in-house in your organisation, enrolment will take place at the beginning of day 1 of the training program.
If
you are applying as an individual, you may enrol by completing and submitting an
enrolment form via email, post or in person. For an enrolment form please
contact the Frontline Management Institute.
All courses and components of courses will be assessed against the competency standards or the assessment criteria set out for that course.
Qualifications
or Credentials cannot be purchased and payment for any course does not guarantee
that the student will achieve the competencies required or receive the
qualification or credential.
Competency
Assessment results can be Competent (C) or Competency Not yet Demonstrated
(CND).
If
the student receives a ‘CND’ they will be briefed as to where they need to
concentrate in order to achieve competency, and given another opportunity to
undergo the assessment. This opportunity may involve repeating part of the
course. A student who still cannot demonstrate competency will be counselled and
advised of options. This may include further training and/or assessment for
which a fee may be payable.
All
assessment must meet the criteria of being authentic, sufficient, valid and
current.
It is the policy of the Frontline Management Institute to provide equal opportunity (EO) for all participants regardless of sex, pregnancy, race, marital status, homosexuality, age, family responsibilities, disabilities, transgender choices, political conviction, association or religious belief. This is a requirement of all our people including course participants. Participants must ensure they are not party to discrimination or harassment while engaged in activities through the Frontline Management Institute.
Equal
opportunity provides a framework that facilitates the participation of any
person on the basis of merit alone.
Where
you feel that there has been a breach of this policy, you should report that
breach to the Director, immediately.
Relevant Australian Legislation
At
Federal Level:
The
Racial Discrimination Act 1975
The
Sex Discrimination Act 1984
The
Human Rights and Equal Opportunity Act 1986
The
Affirmative Action (Equal Employment
The
Disability Discrimination Act 1992
The
Privacy Act
2004
At
the State level:
The
Anti-Discrimination Act 1977 NSW
All
offer protection for your rights in the learning environment.
Access
to this Legislation is available.
Affirmative Action
Affirmative
Action attempts to specifically redress the disadvantages experienced by certain
groups as a result of law or regulation, stereotyping, and societal attitudes.
These groups include women, Aboriginal and Torres Strait Islander people,
people with a disability, and people from non-English speaking backgrounds.
Members of these groups may not have had equal access to job
opportunities or education for reasons such as past discrimination and prejudice
and different educational experiences. The
Frontline Management Institute will not discriminate on these grounds
whatsoever.
Learner Support Assistance
We
want our participants to succeed in their learning. If participants are having
difficulties learning we will provide the following types of learner support
assistance as appropriate and subject to financial viability.
·
Participants
are encouraged to discuss with their trainers any problems or issues they may
have in learning.
·
The
trainer will try to identify together with the participant what issues the
participant may face in learning difficulty and what appropriate assistance
might be given. As appropriate the trainer will discuss this with National
Client Manager or Coordinator.
·
An
appropriate range of assistance will be provided to the participant depending on
the nature of the issue identified and our available resources. Such assistance
may include as appropriate:
o
Explanations
of parts of the learning that have not been understood
o
References
to further support material that may help students e.g. self paced English
language learning guides
o
Guidance
on study methods that may help improve learning
o
Flexibility
in the delivering of training in terms of timing
o
Enlarged
text handouts if appropriate in the case of visual issues
o
Positioning
of student in class if appropriate for requirements of visual (sight) or
auditory (hearing) disability so that student is closer to teacher
o
Admittance
to class of a support person for a student with a disability affecting learning
e.g. where student has someone to sign language for them or read for them
o
Audio
aids may include tape recordings for people with visual impairment
o
Visual
aids may include large type handouts for people with visual impairment
o
Information
to participant about training providers such as TAFE if specialist help is
needed to overcome learning difficulties
At
all times we will encourage participants with learning problems in a positive
way.
Participants
are requested to discuss any learning difficulties they may have with their
trainer, who is there to help them.
Non
English Speaking Background ( NESB ) Participants
NESB
participants require that we change the delivery style and pace of the training
and assessment to suit their needs. Where
NESB participants within an organisational client require assistance we will
inform the organisation of the identified need.
Visual,
Hearing and Physical Impairment
Participants
who have a visual, hearing and / or a physical impairment create a need to
modify the design and delivery of the training.
In the case of visual impairment, the use of overhead transparencies (OHTs)
require an adaptation, e.g. handing out photocopies, and a personalised
approach, to ensure the participants do not feel left out or alienated at any
time during the course. Participants
with visual and hearing impairments are accommodated with seating location,
arrangements and verbal articulation and pace modifications.
Physical impairments are accommodated as appropriate through appropriate
access or assistance.
Literacy and Numeracy Issues
Participants
with limited literacy and numeracy skills may be accommodated and personally
assisted according to their skill level. Personalised tuition may be made
available to ensure that for these participants the learning outcomes are met.
Recognition
Processes and Mutual Recognition: Other Registered Training Organisations
(RTO’s)
The
Frontline Management Institute will recognise the qualification issued by other
RTO’s as part of its mutual recognition obligations and Recognition of Prior
Learning and Assessment policy outlined below.
Recognition of Prior Learning (RPL)
Participants
may bring evidence of industry-relevant credentialed training and education to
the Frontline Management Institute. Our obligation is to check and confirm that
such training/education was provided by an RTO.
RTO’s
such as the Frontline Management Institute cannot ignore the often rich but
non-credentialed life experiences, competencies and skills that student
participants also bring with them. Accordingly,
it is necessary to incorporate the assessment and recognition of such prior
learning into the overall design of our courses.
Assessment of Prior Learning
Before
education/training, participants are advised of their rights to apply for RPL.
Lecturers may be required to focus on RPL’s, and where that is the
case, they should complete the appropriate RPL Assessment Instruments.
RPL will be charged at the set fee.
Where
considered appropriate, traditional assessment methods including tests and other
written examinations may be employed. However
the Frontline Management Institute also advocates the use of alternative
approached, including work-based projects, open-response items, realistic
simulation, exhibitions, portfolios and other more comprehensive forms of
participant demonstration.
Above
all, we will ensure that the following procedure and process forms the core of
any RPL assessment. Our assessment
materials and our assessment delivery must:
- Clearly
identify the purpose of the assessment for the participant
- Determine
the knowledge and skills to be measured
- Select
assessment strategies that best measure that knowledge and those skills
- Investigate
the quality of the assessment to be implemented
- Make
sure that planned assessment is feasible to implement
Recognition
of the participants’ prior learning is granted according to the following
principles:
1.
credit
is awarded only for demonstrated competency
2.
credit
is awarded only for prior learning which is comparable in content and standard
with the education/training course or module for which recognition is sought;
and
3.
application
for recognition must include a detailed description of the learning upon which
the claim is based, and identify the specific courses or modules for which
exemption or accreditation is sought.
Participant
Feedback and Evaluation
Use
of participant feedback and evaluation is carried out on a regular and
systematic basis to make appropriate and cost effective improvements.
Evaluation
is carried out using the best and most effective and cost-effective means for
the course and the project.
After every training course or module
For
all training courses or modules a written Participant Evaluation form is given
to participants. A summary of feedback is made within 5 working days by the
course presenter and given to the Course Director either verbally or in writing.
By
carrying this out during each Module, we gain formative as well as summative
evaluation feedback.
Changes
and improvements are made by Course Director based on findings.
Included with every Assessment Guide
All
Assessment Guides include a Participant Feedback Evaluation form to gain
feedback on the assessment process.
On
completion of every RPL process participants
are asked to complete a Participant Feedback Evaluation form and to give spoken
feedback.
Occupational
Health and Safety
Commitment
Our
organisation is committed to maintaining health and safety in all its
operations.
Legislation
Copies
of relevant Legislation are kept on file and are available to all
staff/contractors upon request.
Safety
Committee
A
safety committee has been appointed by the Director of the Frontline Management
Institute.
The
Safety Committee will carry out quarterly inspections of the site for hazard
identification and workplace safety assessment. Details of the inspection
findings and recommendations are to be recorded and forwarded onto Director.
The
Safety Committee is also responsible for reviewing accidents and near miss
statistics and must report these incidents as part of the hazard identification
process.
The
Safety Committee is to advise the Director on OH&S training strategy
and is to make recommendations
as appropriate for promoting, maintaining and improving the OH&S strategies
for the Frontline Management Institute.
Fire
Evacuation Policy
At
the beginning of each training course you will be given instruction regarding
fire exits and procedures. In the
event of a fire or a threatening situation, proceed towards the exit point or
use the fire stair (whichever is applicable).
Take only your handbag or bag – LEAVE AS QUICKLY AS POSSIBLE.
Follow
the routes for exiting as illustrated in the Emergency Evacuation floor plan
displayed on each floor on the building. Use
the fire stairs leading outside the building.
Do
not return to the building until the ‘all clear’ is given.
Sexual
Harassment
The
Frontline Management Institute is committed to ensuring that its environment is
free from sexual harassment. Sexual
harassment will not be tolerated under any circumstances, and disciplinary
action will be taken against any staff member/contractor, client or participant
who breaches this policy. Sexual
harassment in employment and training is illegal under the Anti-Discrimination
Act NSW 1977 and the Sex Discrimination Act 1984.
Some forms of sexual harassment may constitute a criminal offence (e.g.
indecent exposure, sexual harassment, stalking).
Sexual
Harassment
Sexual
harassment is any unwanted, unwelcome or uninvited behaviour of a sexual nature,
which makes a person feel humiliated, intimidated or offended.
Sexual harassment can occur between men and women; women and other women;
and men and other men.
Some
examples of sexual harassment include but are not limited to:
Uninvited
touching, kisses or embraces
Smutty
jokes or comments
Displays
of sexually graphic material
Repeated
invitations to go out, especially after repeated refusals
Offensive
phone calls, letters or emails
Complaints
of Sexual Harassment
All complaints are to be directed to the Director or the National Client Manager. All complaints of sexual harassment will be treated seriously, investigated promptly, impartially and confidentially and in accordance with the principles of natural justice.
Complaints
and Grievances
At
the Frontline Management Institute we aim to foster good relationships, however
we do recognise that occasionally situations arise that may cause you to feel
aggrieved.
What is a
grievance?
A
grievance can be about anything done, or not done, by management, trainers,
assessors, office staff or participants which you feel affects you unfairly or
unjustly. A grievance can also be
about discrimination, harassment, or any other contract related decision or
behaviour, which you think is unfair, unjust or upsetting.
What is a complaint?
A
complaint can be about anything that you feel unhappy about.
It is important that you notify the Frontline Management Institute of any
complaint you have against the Institute, or anyone that is a part of the
Institute.
The
purpose of this policy is to advise you on the best way to deal with a grievance
and explain what will happen if you make a formal complaint.
Handling a grievance
All
client complaints, grievances and appeals must be dealt with in a constructive
and timely manner.
All
formal complaints and grievances will be treated with the utmost confidentiality
and dealt with in a constructive and timely manner.
Firstly,
you may wish to speak to the National Client Manager about your grievance.
He/she will explain your options, and a decision as to the best way to
handle the situation will be decided.
If
you wish to make a formal complaint, this can be done by putting the complaint
in writing and reporting to the National Client Manager.
The written complaint should contain a description of the incident(s),
decision(s), behaviour(s) in question, the time and date of the incident(s) etc,
the name of any witnesses, your signature, and a date of the complaint.
Investigating the Complaint
Once
a formal complaint is made, the matter will be investigated by the National
Client Manager and/or the Coordinator. If
either of these are implicated in the complaint then the Director or
Director’s nominee will conduct the investigation.
The
investigator will then interview you, any witnesses and the person against whom
the complaint is made. You and the
person against whom the complaint is made may have a support person with you
when the interview is being conducted.
If
the complaint is substantiated, the appropriate action will be taken (see
below). If the complaint is
unsubstantiated, you will be given an explanation as to why that finding was
made.
If
the complaint is found to have been completely fabricated, appropriate action
may be taken against you.
Outcome of the complaint
If
the investigation reveals that your complaint is a valid one, a number of
actions may be taken, depending on the nature of the complaint.
The person against whom the complaint is made may be required to give you
a written apology, he/she may be given a written warning, counselling, transfer,
demotion, or be dismissed.
If
the investigation is inconclusive, i.e. the complaint cannot be proved due to
lack of evidence, the Institute may nevertheless take a number of actions.
These may include counselling, training, monitoring behaviour of all
staff. If the complaint is found to
have been completely fabricated, appropriate action may be taken against you,
including counselling, a written apology to the person complained about, an
official warning, or expulsion from the Institute depending on the seriousness
of the allegations.
The
outcomes of any formal complaints will be documented and a copy given to the
complainant and the person of whom the complaint is made.
Other
alternatives
If
you are not satisfied with the way in which your grievance was handled you may
take it to an outside agency, such as the Human Rights & Equal Opportunity
Commission or the Anti-Discrimination Board.
Where
the Director has serious concerns about a participant’s performance or conduct
the Director or the Director’s nominee will explain to the participant how
their conduct or performance does not to appear to be meeting standards.
Participants will be counselled on this as appropriate and be given an
opportunity to discuss their conduct and future actions.
We
hope that you find your association with the Frontline Management Institute to
be a fulfilling and rewarding one. For
any further information please don’t hesitate to contact us.
Frontline Management Institute
Phone: +612 9281 2635
Email: fmi@managementcando.com.au
Web address: www.managementcando.com.au
Email FMI to find
out how we can help you
(+612 9281 2635
© 2005 Frontline Management Institute
38 Training Policies
Version 8 August 2005