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Course Handbook Certificate IV in Personal Injury Management FNS42115
Innovative Training & Recruitment 40206
490 Regency Road, Enfield SA 5085 P: 08 8214 4000 F: 08 8214 4040 E: rhall@konekt.com.au W: www.itandr.com.au
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Document and Version Control (Office Use Only)
Document
Title
FNS42115 Certificate IV in Personal Injury Management (Claims
Management) Course Handbook
Prepared by: R. Hall Approved by: R. Hall
File name &
Path: N:Course Documents/RTO Current/A9 Course Handbooks
Version No. 8 Date: 18th August 2016
© Innovative Training and Recruitment (ITR) 2016
Printed by Innovative Training and Recruitment (ITR)
490 Regency Road
ENFIELD SA 5085
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Table of Contents ................................................................................................................................... 1
Introduction .............................................................................................................. 4
About Innovative Training and Recruitment.......................................................... 4
Individualised Training Programs............................................................................ 5
Nationally Recognised Qualifications and Statements of Attainment ................ 5
Innovative Training and Recruitment – Rights and Responsibilities .................... 5
Recognition process – forms of Credit and National Recognition ...................... 6
RECOGNITION OF PRIOR LEARNING ............................................................................ 6
CREDIT TRANSFER .............................................................................................................. 6
What do I have to do? ............................................................................................. 7
Student Responsibilities ........................................................................................... 7
Employability Skills ................................................................................................... 7
Grow your career with a FNS41915 Certificate IV in Personal Injury
Management!........................................................................................................... 8
Who is this course for? ..................................................................................................... 8
Course content: ................................................................................................................ 8
Career Opportunities ....................................................................................................... 9
Entry Requirements ........................................................................................................... 9
How long does it take to complete the course? .................................................... 9
How are participants assessed? ................................................................................... 9
Field Placements ............................................................................................................... 9
Qualification ....................................................................................................................... 9
How much does it cost? ............................................................................................... 10
How is course content covered? ............................................................................... 10
All ITR trainers and assessors are skilled and qualified ...................................... 14
Course Delivery ...................................................................................................... 14
Enrolment and Course Management Guidelines ............................................... 14
Fees, Payments, Terms & Conditions ......................................................................... 14
1. Fees, Payments, Terms & Conditions .................................................................. 14
Withdrawal from Course ............................................................................................... 15
Special Needs .................................................................................................................. 15
Student Support Services ....................................................................................... 16
LANGUAGE, LITERACY & NUMERACY ........................................................................ 16
COUNSELLING .................................................................................................................. 16
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Introduction
WELCOME to Innovative Training & Recruitment (ITR), a Registered Training Organisation (RTO
40206); we look forward to providing you with excellent training and assessment services,
including ongoing support and assistance throughout your training program.
All ITR Trainers and Assessors work to ensure that the time spent in training by Students is
relevant, successful and enjoyable. Trainers will apply their individual skills, knowledge,
expertise and practical experience to ensure they provide Students with a safe and effective
training and / or assessment experience that is designed to assist each Student to achieve
competence in the program chosen.
This course handbook outlines relevant facts for students considering enrolling in a course
with ITR. It is not an exhaustive overview of all information – so if you require additional
information please do not hesitate to contact ITR offices as per the details below.
Innovative Training & Recruitment RTO Office Details
Address: 490 Regency Road
ENFIELD SA 5085
PH: (08) 8241 4000 FAX: (08) 8241 4040
rhall@konekt.com.au
The Course Handbook must be read in conjunction with the Student Handbook.
Please note - ITR does not offer training to any persons under 18 years of age
About Innovative Training and Recruitment
ITR was established in September 2005 and aims to provide innovative training and
assessment services that respond to the needs of all students.
This includes the provision of
employment based training that also
counts towards Nationally Accredited
qualifications.
The cornerstone of ITR’s success is the
ability to provide Industry with well-
trained personnel who have the skills
and knowledge required to become a
competent and valued worker.
Our Mission
To be an effective provider of employment focused training in South Australia that is
respectful and tailored to meet the needs of each individual student.
Our Vision
To be the partner of choice for the provision of high quality, client-centred training.
Our Values
We believe in the individual, equity and maximum opportunity for our students and
clients.
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Individualised Training Programs
From the National Competency Standards set for each chosen certification, and in
consultation with you and your employer (as applicable), a training program will be
designed for you that meets course, industry and your employer’s standards.
Individualised training programs will list the "Units of Competency" that you must complete to
receive your qualification.
ITR will provide training and assessment for all students against these Units of Competency at
relevant times throughout the course of the program; this may include assessments during,
and/or at completion of the course and may occur both on and off the job.
Students will be informed of the timetable for completion and submission of assessments by
their trainer at the beginning of each unit. Any application for an extension to the submission
date needs to be put in writing and provided to the trainer.
All results are noted on each Student’s Record of Performance and provided to the student
upon the completion of assessment evaluation by their assessor, enabling them to keep
track of their progress and achievements.
Nationally Recognised Qualifications and Statements of Attainment
Once you have successfully completed all
Units of Competency you will be issued
with your Nationally Recognised
Certificate (Qualification). The back of the
certificate lists the Units of Competency
where the student has been deemed
competent. This is a qualification to carry
with you for life and creates a wider range
of career options for you. It is a
qualification that is recognised across
Australia.
A Statement of Attainment is issued when you
partially complete a national certification,
listing the competencies you have
successfully achieved. If you decide to
recommence training at a later stage, you
will be credited with these units and only
need to complete the remaining units to
gain the full Qualification.
Reissuing of Certificates (Qualifications
and/or Statement(s) of Attainment) is
possible. Contact ITR to order a
replacement. An administration fee of $50
applies.
Innovative Training and Recruitment – Rights and Responsibilities
ITR is a Registered Training Organisation
(RTO), running all training operations in
accordance with the principles set down
by the VET Quality Framework 2015 (VQF
2015)
We adhere to the Training Skills &
Development Act (2008), and we are
committed to ensuring that Students have
the opportunity to attend quality training
courses in a safe and non-discriminatory
training environment.
We also guarantee to provide quick and
fair resolution to any and all complaints or
appeals raised.
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ITR has a right to:
Receive and recover fees from
Students and / or their employers
(as per the agreement for each
individual), including withholding
assessment results and/or
certificates if fees have not been
paid in full
Expect Students to comply with
WHS and EEO policies and
procedures
Suspend Students for behaviour
which interrupts other Students
during the course of their training
Access Student information, as
required, while adhering to the
Privacy Act (C’wlth1998)
Assess Students
Recognition process – forms of Credit and National Recognition
ITR recognises a Student’s Australian Quality Framework (AQF) Qualifications and/or
Statements of Attainment issued by any other Registered Training Organisation (RTO).
RECOGNITION OF PRIOR LEARNING
ITR has a Recognised Prior Learning (RPL) process to enable Students to receive recognition
for skills and knowledge obtained through any previous non-accredited courses and/or
work and life experience. You may already be competent in some of the areas of the
course that you have chosen to undertake, and will be given an opportunity to apply for
RPL. If successful, you may be exempted from relevant parts of the training program.
A fee applies for RPL- an Application form for RPL may be obtained from ITR on the details
provided above.
Documented evidence must be provided by the Student, for ITR to commence with the RPL
validation process. Students will be interviewed and relevant experience detailed and
mapped against the content of the training program. Students without a portfolio of
evidence will be given the opportunity to demonstrate competence by undergoing testing
by an experienced Trainer/Assessor.
CREDIT TRANSFER
Credit Transfer is where a Student’s
previous attendance at an accredited
course is recognised and where an
exemption can be granted resulting in
that Student not having to redo either an
entire course(s) and /or individual units or
part(s) thereof.
It will only occur where there is an
agreement as to the value of the
achievement of the previous education
when related to the qualification for which
a Student now intends to undertake.
Credit Transfer is available to a Student
who has documented and verifiable
evidence of their achievements, such as
certificates and/or results etc. from the
course(s) that they have that they have
previously undertaken.
Direct Credit transfer does NOT incur any
cost to the student.
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What do I have to do?
Student Responsibilities
While undertaking training & assessment at ITR, as a Student you have the right to:
Confidentiality
High quality training and assessment
Fair assessment processes
Be free from harassment of any kind
Be safe and comfortable in the training
environment
Appeal against any assessment decisions
Be treated with respect by fellow Students
and staff
Be free from discrimination
As a Student, you should actively participate in all tasks made available to you.
It is your responsibility to attend training and complete any tasks or workbooks relating to
your training program by the assessment date.
You must ensure you comply with the Terms & Conditions issued to you.
You must complete all assessments with completed work and any other work that may
assist in proving your abilities relating to the Unit of Competency you are working on at the
time.
If you are having trouble with the work or you feel you need extra help or support, you
should inform your ITR Trainer, who will be glad to assist you.
Employability Skills
Undertaking training with ITR involves the acquisition and development of both technical skills &
knowledge, and “employability skills” which are defined as:
“The skills required to gain and maintain employment and also to progress within an enterprise or
expand employment capability, so as to achieve one's potential and contribute successfully to the
enterprise’s success.”
They are sometimes referred to as “soft skills”.
The eight identified employability skills are:
Initiative & Enterprise
Learning
Self-Management
Planning & Organising
Teamwork
Problem Solving
Communication
Technology
Both employability and technical skills are important in your overall development, and often you
will use them at the same time.
Employability skills are important because:
they can help you perform better in the workplace
they can be used in any future job you perform
they can help your organisation achieve more of its goals
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Grow your career with a FNS42115 Certificate IV in Personal Injury
Management!
The Certificate IV in Personal Injury Management is nationally recognised training that gives you
the practical skills. This course is designed to strengthen the skills and knowledge of participants in
three key areas:
Communication skills
Return to work strategies, rehabilitation services and client education.
Negotiation skills
Who is this course for?
Training Package Release Date Release 2, 14th January 2016
Course content:
Thirteen units are required to gain the full certificate.
Unit Code Unit Name
FNSCUS401 Participate in negotiations
FNSCUS402 Resolve disputes
FNSPIM409 Maintain customer relationship
Elective
FNSISV405 Analyse insurance claims
FNSPIM302 Determine claim liability
FNSPIM303 Work within the personal injury management sector
FNSPIM401 Plan and implement rehabilitation and return to work and health strategies
FNSPIM413 Assist with preparations for conciliation and review hearings
FNSPIM403 Educate clients on personal injury management issues
FNSPIM405 Facilitate a return to work
FNSPIM414 Manage personal injury claims
FNSPIM415 Manage personal injury case loads
PSPGOV516A Develop and use emotional intelligence
This course is ideal if your job role requires well-developed skills and a broad knowledge base in a
wide variety of contexts within the personal injury management sector.
This course is targeted at individuals working in the workers compensation industry. The role may
involve leadership or supervision with some responsibility for the claims processing of others.
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Career Opportunities
After completing the Certificate IV in Personal Injury Management, students will be able to work in
the personal injury management sector that may relate to job roles within workplace injury
insurance and compulsory third party insurance (CTP).
Possible work roles could be:
Processing claims within a large
organisation
Working as a claims manager
Managing a claims team
Analysing claims
Resolving disputes
Entry Requirements
Students are expected to have the FNS30215 Certificate III in Personal Injury Management or at
least 6 months experience in the workers compensation industry prior to be granted entry to the
this course.
The course assumes participants will have working access to a case management environment,
and have experience inputting cases into industry software.
How long does it take to complete the course?
The duration will vary according to the delivery method and the level of experience of the student.
Nominal Hours
Certificate IV in Personal Injury Management = 450 hours study to complete the entire course,
including reading, workshops/ online /distance, research and assessments.
Course Duration
Approximately 50 weeks
How are participants assessed?
Assessment is undertaken via a range of methods including short answer quizzes, case studies,
activities and discussion (workshops only).
There are on-the-job projects and workplace based assignments. Students will be required to
complete a workplace log book in conjunction with their workplace supervisor.
Field Placements
ITR requires the completion of a 120 hour field placement with the students own employer, or
an employer sourced and established by ITR. During this placement the student will be
required to complete a learning plan, participate in a mid and end of placement review
process and complete a workplace log book in conjunction with their Field Educator.
These placements provide students with an opportunity to apply in practice the knowledge
developed in the classroom for reflective, creative and critical thinking, resourcefulness, self-
direction, self-responsibility and initiative.
Qualification
Each course participant who successfully completes all thirteen units of competency will be issued
with the qualification: Certificate IV in Personal Injury Management.
A Statement of Attainment for each unit successfully completed will be issued to participants who
partially complete the course.
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How much does it cost?
$2000 – Correspondence/Classroom: (GST exempt) for thirteen units
$1750 – Online (not yet available): (GST exempt) for thirteen units
Corporate Group Training: Please contact us for a quote.
Course fees include:
All course notes and learning material.
Email and phone support throughout the course.
Nationally Accredited Qualification – Certificate IV in Personal Injury Management (Claims
Management) on successful completion.
Assessment.
How is course content covered?
8 x 1 day Workshops
Online learning – self paced
Self-paced learning (distance/correspondence)
External Workbooks – self paced
External assessments
A 120 hour placement for students not employed in a related role – workplace based
activities
Development of a portfolio of evidence
Mentoring
Where are courses delivered?
Classroom / Workshops
The Certificate IV in Personal Injury Management qualification is delivered via classroom learning
at ITR or on-site at the employer’s premises. Classroom learning can be offered at the following
venues:
Enfield Office
490 Regency Rd, Enfield SA 5085
Mawson Lakes
Suite 5, West Wing, Innovation House
Technology Park
Mawson Lakes Boulevard
Mawson Lakes SA 5095
Christies Beach
Unit 5/40 Beach Rd Christies Beach SA 5165
Equipment/Resources Required
The following equipment/resources are recommended for online completion of the course:
□ A computer
□ Basic computer skills
□ Internet access
□ Up to date operating system
□ Latest version of a web browser i.e. Safari or Chrome
□ Microsoft Office or similar software
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□ Adobe Acrobat Reader
□ Access to email
□ Printer
□ Password
□ Paper
□ Phone
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Course Timeline – FNS42115 Certificate IV in Personal Injury Management
This timeline provides guidance to enable students to track what they should be
working on from week to week during the 50 week study period.
Duration Event Timing/Purpose/Important points
Intro Session (completed at the beginning of
the first session)
Self-Paced activities
Assessment
Self-Paced activities
Assessment
The aim of the first part of the session is to provide you
with an overview of the course and its structure. The
session will cover administration, assessment details,
and support services available to you as a participant.
The second part of the session covers the following:
Practical claims management skills
- FNSISV405Analyse insurance claims
- FNSPIM414 Manage personal injury claims
- FNSPIM415 Manager personal injury case loads
- FNSPIM302 Determine claim liability
The second session sees the conclusion of the module
After completing each session, you will be provided with
activities to complete over the next month so you can
practice and reinforce your learning and complete
Assessment tasks in your assessment booklet.
Week 1 (S1)
Day 1
Intro - ½ hour
Training – 7 hours
Week 4 (S2) Day 2
Training – 7 hours
Self-paced activities
Training Delivery
Online
Distance
At the 2 sessions the following will be covered:
Enhancing communication and education skills
FNSPIM303 Work within the personal injury
management sector
FNSPIM409 Maintain customer relationships
PSPGOV516A Develop and use emotional
intelligence
The second session sees the conclusion of the module
After completing each session, you will be provided with
activities to complete over the next month so you can
practice and reinforce your learning and complete
Assessment tasks in your assessment booklet.
Week 9 (S3)
Day 3
Training – 7 hours
Self-paced activities
Week 14 (S4)
Day 4
Training – 7 hours
Self-paced activities
Training Delivery
Online
Distance
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Self-Paced activities
Assessment
Self-Paced activities
Assessment
Training Delivery
Online
Distance
At the 2 sessions the following will be covered:
Promoting improved health and return to work
outcomes
- FNSPIM401 Plan and implement rehabilitation and
return to work strategies
- FNSPIM405 Facilitate a return to work
- FNSPIM403 Educate clients on personal injury
management issues
The second session sees the conclusion of the module
-
At the end of
the 50 week
period
assessments
need to be
submitted
You need to be sure to complete all
Assessment Tasks (1-12) in the Assessment
booklet and submit as per the instructions
in the Assessment booklet.
Weeks 36-50
Assessments
Submit by end
week 50
Week 18 (S5)
Day 5
Training – 7 hours
Self-paced activities
Week 24 (S6)
Day 6
Training – 7 hours
Self-paced activities
After completing each session, you will be provided with
activities to complete over the next month so you can
practice and reinforce your learning and complete
Assessment tasks in your assessment booklet.
Training Delivery
Online
Distance
At the 2 sessions the following will be covered:
Dispute Management
FNSCUS402 Resolve disputes
FNSCUS401 Participate in Negotiations
FNSPIM413 Assist with preparations for conciliation
and review hearings
Week 30 (S7)
Day 7
Training – 7 hours
Self-paced activities
Week 35 (S8)
Day 8
Training – 7 hours
Self-paced activities
After completing each session, you will be provided with
activities to complete over the next month so you can
practice and reinforce your learning and complete
Assessment tasks in your assessment booklet.
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All ITR trainers and assessors are skilled and qualified
All ITR trainers have the following:
Certificate IV in Training and Assessment (TAE40110).
Have extensive training and assessment experience.
Are qualified in their discipline.
Have a history of working in industry.
Have participated in a course induction giving them a sound understanding of the
complete curriculum and all training services policies & procedures.
Are supervised by the RTO Manager.
Course Delivery
ITR will:
Ensure that a current copy of the accredited course / endorsed Training Package and
information regarding the program of study, availability of learning resources and appropriate
support services are available to Students.
Ensure that training and assessment occur in accordance with the requirements of the
accredited course/endorsed Training Package, and where appropriate, the state or national
licensing and/or legislative requirements.
Obtain written permission from course copyright owners prior to course delivery to use and, where
required, customise courses to suit individual Organisation /Enterprise requirements, thus enabling
participating Students (and their Organisation /Enterprise, where applicable) to gain the best
learning outcome.
Enrolment and Course Management Guidelines
Fees, Payments, Terms & Conditions
The following information is covered in detail in the Student Handbook – please ensure you read
the Student Handbook before making any commitment to a course of study.
1. Fees, Payments, Terms & Conditions
2. Student Registration processes
3. Cancellation Policy
4. General conditions of being a student
5. Certification requirements
6. Provision of Information
**In the case of fee-for-service self-funded Students, no certificates will be issued until all Course
requirements have been met and all associated fee payments have been completed.
See the Student Handbook for details of ITR’s Student Fee Payment Plan.
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ITR Reserves the right to cancel any workshop and to change the venue if circumstances require it.
All participants affected by a cancellation will receive a refund or be offered the opportunity to
transfer to the next available course.
Withdrawal from Course
If you are thinking of withdrawing from a partially completed Course, you should speak with either
your Trainer or the RTO Manager about your circumstances as soon as possible, so that time can
be made to discuss and resolve any difficulties that may have arisen. If you withdraw, ITR must be
informed, in writing. If the withdrawal occurs once the Course has started and we are not properly
notified, the withdrawal may result in a “Not Yet Competent” being recorded against you in
Student Records.
Students must also be familiar with ITR’s Terms and Conditions policy regarding informing their
Trainer should they be experiencing any difficulties in regards to attending and/or completing their
chosen Course. However, in each case, it is important for Students to speak with their Trainer (or
the RTO Manager, if they prefer) as soon as possible in relation to any difficulties that they may be
experiencing in regard to such matters as:
their continuing attendance and/or participation, (this can be due to any number of
reasons, including personal reasons)
the level of difficulty of any aspect of the Course including the assessment process
completion of tasks within required timeframes etc
ITR will consider a full/part refund or transfer where a participant meets with a serious
misadventure and cannot continue their enrolment.
Special Needs
All Students are provided with the assistance and ongoing support to achieve their goal to gain
competency in their chosen Training Package.
ITR caters where possible for any special needs. Please advise us on application or before enrolling
to ensure we can cater for your needs.
We are committed to ensure that all Students be given as much support and assistance as they
may reasonably need to successfully complete their Course, however we can only do that with
open communication and collaboration with our Students.
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Student Support Services
rt Services
LANGUAGE, LITERACY & NUMERACY Should any Student require assistance with literacy and numeracy skills that is beyond the scope of
ITR staff, they will be directed to the following agencies for assistance:
Reading and Writing Hotline (8am – 8pm): 1300 655 506
English Language Centre 08 8226 6555
Services for people with Non-English Speaking Background:
Ethnic Link Services 08 8241 0201
Translating and Interpreting Service 13 14 50
COUNSELLING Counselling can be provided confidentially to a limited level by ITR staff in relation to Training &
Assessment issues, however, Students may need to be directed to other agencies for professional
help and guidance.
Aboriginal Unit 8463 4800
Equal Opportunity Commission 8207 1977
or Free call 1800 188 163
Counselling Services
Mediation Services 08 8350 0376
Disability Services 08 8226 6052
Lifeline (24 hour service) 13 11 14
TRAINING SUPPORT
Training Advocate 1800 006 488
Australian Skills Quality Authority (ASQA) 1300 701 801
ACPET Student Support Service
http://www.acpet.edu.au/students/student-support
Industry Support & Resource Information
** For assistance in other states and/or territories in Australia in any of the above areas
please speak with the RTO Manager.
Location Opening hours 400 King William Street 8:30am - 5:30pm
Adelaide SA 5000 Monday to Friday
Australia
Postal address 13 18 55 GPO Box 2668
Adelaide SA 5001
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Enjoy your training program and reap the rewards!
Innovative Training and Recruitment
“Taking training forward”