Transcend Education & Training
Policies and Procedures Manual 2018
Contents
INTRODUCTION
OUR VISION
OUR MISSION
OUR PHILOSOPHY
Transcend LINKAGES THROUGH EDUCATION
ORGANISATIONAL CHARTS
THE OPERATIONAL FRAMEWORK
The service provided
Code of practice
Rights and responsibilities
QUALITY
Purpose
Policy
ACCESS AND EQUITY
Purpose
Policy
Quality assurance
Purpose
Scope
Policy
Procedures
Documents
DATA PROVISION REQUIREMENTS
Purpose
Scope
Policy
Procedures
Documents
FINANCIAL MANAGEMENT
Purpose
Scope
Policy
Procedures
MARKETING AND ADVERTISING
Purpose
Scope
Policy
Procedures
FEES AND CHARGES
Scope
Policy
ENROLMENT
Scope
Policy
Procedures
Documents
TRAINEESHIPS
Scope
Policy
Procedures
DEFERMENT AND WITHDRAWAL OF STUDIES
Policy
Procedures
Documents
REFUND POLICY
Purpose
Scope
Policy
Procedures
Documents
RECORDS MANAGEMENT
Purpose
Policy
Scope
Procedures
Policies and Procedures
DOCUMENT VERSION CONTROL
Policy
Procedures
Documents
PRIVACY AND ACCESS TO INFORMATION
Purpose
Scope
Policy
Procedures
Legislation
Documents
PARTICIPANT ACCESS TO RECORDS OF PARTICIPATION AND PROGRESS
Policy
Procedures
ISSUING OF QUALIFICATIONS AND STATEMENTS OF ATTAINMENT
Policy
Scope
Procedures
IDENTIFYING LEARNER NEEDS
Purpose
Policy
Procedures
Documents
student engagement before enrolment
Purpose
Scope
Policy
Procedures
Documents
student SUPPORT SERVICES
Policy
Procedures
Documents
List of external counselling services and assistance
LANGUAGE, LITERACY AND NUMERACY
Policy
Scope
Procedures
Documents
ATTENDANCE
Policy
Procedures
MONITORING ATTENDANCE AND RECORD KEEPING
Policy
Procedures
COMPLAINTS, GRIEVANCES AND APPEALS
Purpose
Scope
Policy
Procedures
Documents
CRITICAL INCIDENTS
Policy
Scope
Procedures
First Point of Contact
Critical Incident Plans
Documents
THE ASSESSMENT system
Purpose
Scope
Policy
Procedures
TRAINING
Purpose
Scope
Policy
Procedures
Work Based training
Policy
Scope
Procedures
RTO Responsibilities
Student Responsibilities
Employer Responsibilities
Documents
QUALIFICATIONS OF VET TRAINERS AND ASSESSORS
Policy
Procedures
RECOGNITION OF PRIOR LEARNING (RPL) AND CREDIT TRANSFER
Policy
Scope
Procedures
Documents
VALIDATION AND MODERATION OF ASSESSMENTS
Policy
Scope
Procedures
Documents
TRANSITION TO REVIEWED TRAINING PACKAGES
Purpose
Policy
Procedures
Documents
STAFFING
Policy
Scope
Procedures
RECRUITMENT
Policy
Scope
Procedures
STAFF INDUCTION
Policy
Scope
Procedures
Documents
PROFESSIONAL DEVELOPMENT
Policy
Scope
Procedures
LEGISLATION
Policy
Scope
Procedures
EQUAL OPPORTUNITY
Scope
Policy
Legislation
ANTI DISCRIMINATION AND HUMAN RIGHTS
Purpose
Policy
Procedures
Legislation
WORK HEALTH AND SAFETY
Purpose
Scope
Policy
Procedures
Legislation
PARTICIPANT INDUCTION
Policy
Procedures
Documents
PARTICIPANT CONDUCT
Policy
INTERNET USE AND SOCIAL MEDIA
Purpose
Scope
Policy
Procedures
DISCIPLINARY Procedures
Policy
Procedures
Documents
COUNSELLING
Purpose
Scope
Policy
Procedures
SUSPENSION OR EXPULSION FROM THE RTO
Policy
Procedures
Documents
PARTICIPANT SURVEYS
Policy
Procedures
recruitment and enrolment
Transfer between registered providers
Policy
Procedures
Documents
course completion policy
Policy
Procedures
course progress monitoring
Policy
Procedures
Documents
Course Progress Monitoring Procedures
international student SUPPORT SERVICES
Policy
Procedures
Documents
Student Support Procedures
List of External Counselling Services and Assistance
international student deferral, cancellation and expulsion policy
Policy
Procedures for deferring or suspending studies
Procedures for cancelling an enrolment
Documents
international student fees refund policy
Policy
Procedures
Documents
education agents
Policy
Procedures
TERMS AND DEFINITIONS
PART 1 – Preliminary
Name of Standards
Purpose
Structure
Definitions
Glossary
PART 2 – Training and assessment
Part 3:Obligations to learners and clients
PART 4 – RTO governance and administration
Schedule 1
Schedule 2
Schedule 3
Schedule 4
Schedule 5
Schedule 6
INTRODUCTION
TranscendEducation and Development (Transcend) is an industry-owned Registered Training Organisation (RTO) offering high quality, industry-ledskills development to meet their own organisational skills needs as well as those in the wider hospitality and aged care industries.
Transcend operates as part of the Mulpha Education Group (MEG) owned by Mulpha Australia Pty Ltd (MAL), which is a major shareholder of the AVEO Group (AVEO) companies. MAL is an international company which owns a range of property and lifestyle investments including hotels, resorts, a hotel school, integrated residential and commercial developments, a car park, and a winery and vineyard operation. AVEO is an owner, operator and manager of 76 retirement villages across Australia.
The Mulpha Education Group includes both an RTO and a Higher Education provider, the Hotel School, which operate in various states across Australia.
The RTO offers nationally accredited, high quality training and assessment services to internal employees across the range of business enterprises in aged care and hospitality owned by MAL and AVEO. The RTO also offers training to potential employees seeking employment opportunities at MAL properties and AVEO retirement villages and to businesses and the general public seeking short, specialist training courses in hospitality and aged care related areas.
About TranscendEducation and Development
Being an industry-based training provider, Transcend.ED (Transcend) is able to offer current, high quality and industry-focussed training and provide career path opportunities to those working in the aged care and hospitality industries.Training offered is delivered by those working closely with industry ensuring that the skills and knowledge gained by participants and employees will meet current industry needs.
Transcend is committed to best practice and is continually seeking improvement in the development and delivery of training programs.
Transcend operates in compliance with theStandards for Registered Training Organisations (RTOs) 2015 (the Standards) under the National Vocational Education and Training Regulator Act 2011.The objectives of the Standards are to ensure nationally consistent, high-quality training and assessment services for the clients of Australia’s Vocational Education and Training (VET) system.
The Standards form part of the VET Quality Framework. As defined in Section 3 of the Act,the VET Quality Framework is comprised of the Standards for Registered TrainingOrganisations (RTOs), the Australian Qualifications Framework, the Fit and Proper PersonRequirements, the Financial Viability Risk Assessment Requirements and the Data ProvisionRequirements.
Compliance with the Standards is a condition for all NVR registered training organisations.
In relation to its international students, Transcend operates in compliance with the ESOS Act and the National Code of Practice for Providers of Education and Training to Overseas Students (the National Code 2018).
Transcend operates out of 60 Phillip Street, Sydney, NSW, 2000 Australia. Delivery sites for the RTO include any of the retirement villages across New South Wales, Victoria, Tasmania, Queensland and South Australia owned by AVEO. Delivery is also in MAL hospitality enterprises and hotels which include Hayman Island, Sanctuary Cove and Bimbadgen winery.
OUR VISION
To realise the potential to provide quality hospitality and aged care through the development of a highly skilled workforce able to meet the current needs of the business and the industry
OUR MISSION
To provide an innovative, quality skills development and learning platform that will offer nationally-recognised training and career advancement for employees of the company and the wider industry
OUR PHILOSOPHY
Transcend is committed to best practice and is continually seeking improvement in the development and delivery of training programs.
TranscendLINKAGES THROUGH EDUCATION
Transcend is intrinsically linked with industry.
The primary purpose of Transcend.ED is to:
- Participate in upgrading existing staff members’ skills and qualifications
- Provide a retention strategy for existing staff
- Create a potential pipeline of trained and qualified candidates
- Take a collaborative approach and actively participate within MAL and with AVEO
- Provide industry-led education and development to international students wishing to follow a career in hospitality, aged care and management.
ORGANISATIONAL CHARTS
Relationship between iLEAD Training and the parent organisations
MEG structure
Transcendrelationships
THE OPERATIONAL FRAMEWORK
The service provided
Transcend aims to realise the potential to provide quality hospitality and aged care through the development of a highly skilled workforce able to meet the current needs of the business and the industry.
It aims to provide an innovative, quality skills development and learning platform that will provide nationally-recognised training and career advancement for employees of the company and the wider industry.
The following nationally recognised qualifications are on Transcend’s cope of registration:
- CHC33015 Certificate III in Individual Support
- CHC43015 Certificate IV in Ageing Support
- CHC43415 - Certificate IV in Leisure and Health
- SIT30616 Certificate III in Hospitality
- SIT50416 Diploma of Hospitality Management
- BSB42015 Certificate IV in Leadership and Management
- BSB51915 Diploma of Leadership and Management
Transcend delivers face-to-face, on the job training blended with distance learning across the retirement villages and hospitality properties owned by MAL and AVEO.
Transcendalso provides short, industry targeted courses to members of the public working in the hospitality and aged care industries.
Transcendprovides training at a high standard through on-the-job delivery by industry experienced trainers ensuring that skills developed will meet current industry needs.
Transcendis committed to ensuring all participants have access to equal opportunities in their training regardless of situation or location.
Code of practice
Transcendagrees to undertake and adhere to the following Code of Practice:
1. Transcendwill maintain high professional standards in all areas of training and will comply with all requirements of the VET Quality Framework.
2. Transcendwill take all reasonable steps to safeguard the interest and welfare of its participants and employees whilst they are on Transcend premises.
3. Transcendadopts an anti-discrimination policy that allows an environment that is conducive to optimum learning for all participants.
4. Transcendreserves the right to adjust and/or modify timetables, units of competency and trainersdelivering training at its own discretion.
5. Transcendwill undertake to review and evaluate the teaching curriculum and delivery of the curriculum on a regular basis to ensure that it complies with the VET Quality Framework and National Training Package requirements.
6. The RTO will undertake to review, validate and moderate assessments with its trainers and stakeholders on a regular basis.
7. Transcend has adopted a refund policy for fee-paying participants that is fair and equitable.
8. All grievances and concerns of participants will be dealt with in a fair and equitable manner.
9. The RTOdoes not and has not represented to participants that the RTO is responsible for providing employment or a promotion as a result of enrolment and completion of a course.
10. The RTOwill properly document their contractual and/or financial relationships with participants and provide participants with copies of this documentation.
Rights and responsibilities
RTOresponsibilities
Transcendhas a commitment to all participants to.
- Provide supportive, stimulating and effective learning environments that inspire and enableparticipants to reach their full potential and be the best they can be.
- Provide consistent, high quality learning experiences while maintaining good quality learning and teaching practices
- Provide the physical learning environment and facilities that are focused to support all participants to succeed in their training
- Provide accurate, timely and useful information to all participants in regards to their applications, enrolments, studies and enquiries for policies and services available
- Provide an environment free from discrimination and harassment in accordance with Commonwealth and State legislation and RTO Policy
- Provide constructive feedback to all participants on their assessment results and course progress in a timely and confidential manner, ensuring also that this is recognised and acknowledged as a valuable part of the learning process
- Provide fair, transparent, confidential and effective procedures for complaints, grievances and appeals
- Provide a clear statement of acceptable academic behaviour by participants
- Treat personal information confidentially and ensure information is only used with the participant’s consent or when it is legally required
- Ensure all staff will act ethicallyat all times and will uphold Transcend values of honesty, trust, fairness, respect and responsibility
- Support the participants and acknowledge their contributions to their training and to the RTO
- Respect individual participant needs and abilities including recognition of current and previous learning experiences
- Provide an environment that will allow equal benefits and opportunities to all participants
- Provide an environment that is inclusive, non-judgmental and free from religious intolerance
- Provide equal opportunity for all participants to gain access to any available government financial support and assistance.
Participantresponsibilities
Transcendexpects that participants will:
- Be fully committed to their own training and learning including taking responsibility for monitoring their own progress
- Respect the differences of all participants and staff and support an environment free from discrimination and harassment in accordance with the RTO policies and Commonwealth and state legislation
- Acknowledgethat being a participant at Transcend requires commitment to the values of honesty, trust, fairness and to the responsibility of treating other participants with respect
- Respect all RTO staff, property and facilities
- Provide Transcend with honest and constructive feedback about their learning programs as required
- Read the policies and procedures of the RTO as set out in the Participant Handbook
- Adhere to the rules and regulations of Transcend as they apply to participants.
- Complete all assessment tasks, learning activities and assignments honestly and without plagiarism.
- Prepare appropriately for all assessment tasks, visits and training sessions
Participantrights
- All students have the right to:
- Be treated fairly and with respect by all students and staff.
- Not be harassed, victimised or discriminated against on any basis.
- Learn in a supportive environment which is free from harassment, discrimination and victimisation.
- Learn in a healthy and safe environment where the risks to personal health and safety are managed and minimised.
- Have their personal details and records kept private and secure according to our Privacy and Personal Information Policy.
- Access the information Transcend holds about them.
- Have their complaints dealt with fairly, promptly, confidentially and without retribution.
- Make appeals about procedural and assessment decisions.
- Receive training, assessment and support services that meet their individual needs.
- Be given clear and accurate information about their course, training and assessment arrangements and their progress.
- Access the support they need to effectively participate in their training program.
- Provide feedback to Transcend on the client services, training, assessment and support services they receive.
QUALITY
Purpose
The purpose of this policy is to confirm that Transcendhas a strong commitment to meeting the high-quality standards expected by participants in the delivery of the training and assessment services that we supply to them.The key objectives are:
- To provide quality training and assessment services within our scope of registration
- To ensure continuous improvement of our training and assessment systems and customer service requirements
- To fully comply with all relevant Commonwealth and state legislative and regulatory requirements for the operation of Registered Training Organisations.
Policy
The Transcend quality management system is documented in the form of this manual and the associated operational forms and is based on the requirements of the VET Quality Framework which comprises:
- The Standards for Registered Training Organisations (RTOs) 2015 (the Standards)
- The Australian Qualifications Framework (AQF)
- The Data Provision Requirements
- The Fit and Proper Person Requirements, and
- The Financial Viability Risk Assessment Requirements
- National Code of Practice for Providers of Education and Training to Overseas 2018 (the National Code 2018)
Transcendwill ensure the highest possible standards in the selection of staff and the planning and delivery of courses and training.
Transcendwill ensure that trainers and assessors are suitably qualified and have relevant industry experience.
Transcendwill maintain a learning environment that is conducive to the success of participants and clients and ensure adequate facilities and the use of methods andmaterials appropriate to the requirements and levels at which courses are offered.
Transcendwill monitor their training to ensure effective delivery and continued relevance.
Transcendwill engage in continuous improvement of its training and assessment systems and meeting customer service requirements.
Transcendwill monitor its training and/or assessment services provided on its behalf to ensure that it complies with all aspects of the VET Quality Framework.
As a Registered Training organisation (RTO) Transcend is registered byAustralian Skills Quality Authority(ASQA). ASQA has been conferred authority under the National Vocational Education and Training Regulator Act 2011 to register RTOs that operate across Australia. As part of this registration Transcend maintains compliance and improves the quality of its programs in accordance with the Standards. The RTO is authorised to issue nationally accredited qualifications recognised within theAustralian Qualifications Framework(AQF).The objectives of the Standards are to ensure nationally consistent, high-quality training and assessment services for the clients of Australia’s Vocational Education and Training (VET) system.Compliance with the Standards is a condition for all nationally registered training organisations.
ACCESS AND EQUITY
Purpose
The purpose of this policy is to confirm that Transcendhas a strong commitment to access and equity and to ensuring equal opportunity to employees and participants.
Policy
Transcend is committed to a policy of equal opportunity and freedom from all forms of discrimination as determined by both state and federal legislation.