THE BROTHERHOOD OF ST LAURENCE RTO · About this Handbook ... we operate as a Registered Training...

Training Services

Learner

Handbook

Registered Training Organisation (RTO) Learn Local Provider

TOID: 0113

Training Services Learner Handbook

BSL Learner Handbook (TOID: 0113) Version 14.1 October 2014 ©Brotherhood of St Laurence

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Notes

This is an important document and should be kept in a safe place. When enrolling into a course and signing the enrolment form, you are agreeing that you have read and understood this handbook. If you have questions about anything in the handbook, please call us on 03 9288 9902.



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Contents Introduction ..................................................................................................................................... 4

About this Handbook ................................................................................................................... 4 The Brotherhood of St Laurence (BSL) – Who we are and what we do ....................................... 4

General Information about BSL Training Services........................................................................... 5 Vision .......................................................................................................................................... 5 Our Principles .............................................................................................................................. 5 Our Objectives............................................................................................................................. 5 Code of Ethical Behaviour ........................................................................................................... 5 Training Locations ....................................................................................................................... 6

Victorian Training Guarantee – You may be eligible for government funding! ................................. 9 Choosing the course that's right for you ....................................................................................... 9

Our Policies and Procedures ........................................................................................................ 11 Code of Conduct ....................................................................................................................... 11 Responsibilities of Our Staff ...................................................................................................... 13 Disciplinary Action ..................................................................................................................... 13 Selection ................................................................................................................................... 14 Orientation ................................................................................................................................. 14 Public Holidays .......................................................................................................................... 14 Police Checks and Working with Children Checks ..................................................................... 15 Our Fees ................................................................................................................................... 16 Access and Equity ..................................................................................................................... 17 Welfare and Guidance ............................................................................................................... 18 Support Services ....................................................................................................................... 18 Privacy Statement ..................................................................................................................... 18

Training & Assessment ................................................................................................................. 20 Flexible Learning and Assessment ............................................................................................ 20 Language, Literacy and Numeracy (LL&N) Assessment ............................................................ 21 Credit Transfer .......................................................................................................................... 21 Recognition of Prior Learning .................................................................................................... 21 Recognition of Australian Qualifications Framework (AQF) Qualifications ................................. 21 Records of Your Training ........................................................................................................... 22 Employability Skills .................................................................................................................... 22 Course Delivery ......................................................................................................................... 23 Cheating and Plagiarism ........................................................................................................... 23 IT Systems ................................................................................................................................ 24 Work Placement ........................................................................................................................ 24 Withdrawing from Training ......................................................................................................... 25

Certificates and Statements of Attainment .................................................................................... 26 Complaints and Appeals ............................................................................................................... 27 Trainees ........................................................................................................................................ 29 Where to Go for Further Help ........................................................................................................ 30



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Introduction About this Handbook This handbook has been prepared by the Brotherhood of St Laurence (BSL) Training Services to give learners simple and relevant information on their rights and responsibilities. The information in this handbook can assist learners who are experiencing difficulties and have questions or concerns, or are just curious about how we operate. It contains instructions on how to enrol in our courses, what to do if you feel you have been treated unfairly, what services we can offer you if you are having trouble finding employment, as well as plenty of other information that you may need to access at some point during your studies. We hope you enjoy your studies with the Brotherhood of St Laurence. If you have questions about any issues related to your studies, talk to us! Phone: 03 9288 9902. The Brotherhood of St Laurence (BSL) – Who we are and what we do Established during the Great Depression, the BSL was the vision and creation of Fr Gerard Tucker, a man who combined his Christian faith with a fierce determination to end social injustice. The BSL has developed into an independent organisation with strong Anglican and other community links. Today, we continue to fight for an Australia free of poverty. Our Vision for an Australia free of poverty The BSL works with others to create an Australia free of poverty for this and future generations: a fair, compassionate and just society where all can fully participate in social and economic life, create and share prosperity, and treat each other with dignity and respect. In working towards an Australia free of poverty, we recognise the Indigenous custodians of this country. We are committed to understanding the effects of the dispossession of Indigenous Australians and to achieving reconciliation. BSL is a Registered Training Organisation (RTO) As part of BSL's commitment to social justice, we operate as a Registered Training Organisation (RTO) so that we can contribute to people building their skills to fully participate in the social and economic life of their communities and creating and sharing in Australia's prosperity. We believe that high quality education and training:

• Improves self esteem; • Develops a person's skills and abilities to compete successfully in the modern labour

market; and • Builds strong and engaged communities.

As an RTO we are registered by government and its regulatory body, the Victorian Registration and Qualifications Authority (VRQA) to deliver pre accredited and nationally accredited training courses (Vocational Education and Training - VET), which leads to a certificate of participation, a statement of attainment or a qualification. We comply with the Australian Quality Training Framework (AQTF) Conditions and Standards, the VRQA Guidelines for VET Providers and Higher Education and Skills Group (HESG) contract requirements for the delivery of training under the Victorian Government's Training Guarantee program.



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General Information about BSL Training Services Vision

An Australia free of poverty where people can build their skills to fully participate in the social and economic life of their communities and create and share in Australia's prosperity.

Our Principles In delivering training, BSL Training Services aims to ensure:

• Our training programs are high quality, reflect the needs of local employers and are responsive to our learners and the community;

• That we act in the best interests of our learners providing them with the information they need to make informed choices about their learning pathway;

• Access to our training programs is fair and equitable with learners provided with the training, assessment and support they need to participate effectively in our training;

• Our training programs and systems are continuously improved and aligned with all registration standards and requirements; and

• That we operate with the highest standards of ethical practice, with accountability for the use of public and learner funds and transparency in our policies and procedures.

Our Objectives BSL Training Services' objectives are to:

• Provide a high standard of training and education; • Provide courses and qualifications that have industry currency and provide our learners

with transferable skills; • Regularly review and improve our training, administrative and support services; • Encourage the ongoing professional development of our staff; and • Educate communities and government to actively participate in our work.

Code of Ethical Behaviour Training Services staff operate in accordance with the wider BSL Code of Ethical Behaviour. Key requirements are to: Be Inclusive:

• Treat each other, and all BSL clients, with integrity, honesty, dignity and respect. • Treat the organisation in a way that encompasses integrity, honesty, dignity and

respect. • Ensure that all BSL clients and individuals are treated by the organisation with integrity,

honesty, dignity and respect. Act Compassionately:

• Treat each other and all BSL clients with justice, equity, fairness and empathy. • Demonstrate consistent employment practices that embrace justice, equity, fairness

and empathy. • Ensure that all suppliers and contractors are treated with justice, equity, fairness and

empathy. Be Connected:

• Have a shared sense of responsibility and accountability. • Develop and maintain relationships with individuals and organisations external to the

BSL based on a commitment to a shared responsibility and accountability. • Seek relationships with ongoing suppliers, contractors and corporate partners who

share our understanding of a shared responsibility and accountability.



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Work Sustainably: • Work in ways that foster sustainability and harmony with the wider environment.

Training Locations Current types of training offered by BSL Training Services includes classroom based (with home learning and practical work placement part of most delivery) and on-the-job training through a traineeship with the BSL Group Training Organisation (GTO) known as Given the Chance - Workforce Solutions that Matter. For On-the-job training BSL Training Services and GTO staff will negotiate with your employer mutually convenient times for on-the-job training at your work to take place. Classroom based training is generally undertaken at one of seven locations. Courses offered (pre-accredited training, foundation skills and accredited training) vary from location to location. Each location has particular operational procedures that your trainer(s) will familiarise you with at the start of training.

BSL Training Services Head Office/Fitzroy site - Key Contacts

Address 95 – 97 Brunswick Street, Fitzroy 3065 Contact Phone Number (03) 9288 9902 Contact Fax Number (03) 9288 9999 Contact Person(s) General Manager Work and Learning

Katrina Currie [email protected] (03) 9288 9900

Operations Manager Training Services

Luke Carton [email protected] (03) 9288 9925

Training Coordinator Vicky Kourtis [email protected] (03) 9288 9932

Training Coordinator (Wednesday - Friday)

Mark Boer [email protected] (03) 9288 9910

Indigenous Training Coordinator Ros Sultan [email protected] (03) 9288 9943

Student Administration Cecilia Beaucasin [email protected] (03) 9288 9950

Opening Hours 8.30am – 5.00 pm (Mon-Fri) Training Room(s) Training Service training rooms 1 - 6 Public Transport Availability Tram No. 112 (Brunswick St), 86 (Gertrude & Smith St),

96 (Nicholson St), Johnston Street buses Parking Availability Free 2-hr parking on Brunswick St and Gertrude St, All-

day Melbourne Museum Car park on Nicholson Street Shops/Café Availability Excellent availability - all within walking distance To enquire about training courses at our Fitzroy site contact: Vicky Kourtis - Training Coordinator Telephone: 9288 9932 Email: [email protected] Cecilia Beaucasin - Student Administration Telephone: 9288 9950 Email [email protected] Or visit our website at: http://www.bsl.org.au/services/work-and-learning/training-services/

mailto:[email protected]






http://www.bsl.org.au/services/work-and-learning/training-services/



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Map of where to find our Fitzroy site:

Frankston High Street Training Centre (Pre-accredited and foundation)

Address 24-26 High Street, Frankston, VIC 3199 Contact Phone Number (03) 8781 5900 Contact Fax Number (03) 9769 6353 Contact Person Miia Tolvanen Email Address [email protected] Opening Hours 9.00am – 5pm (Mon-Fri) Training Room (s) Available on site Public Transport Availability Nearby Parking Availability Limited parking in the nearby area Shops/Café Availability Yes, within 5 minute walk of the training venue To enquire about training courses at our Frankston site contact: Miia Tolvanen - Training Coordinator Telephone: 8781 5900 Email: [email protected]

Laverton, Taylors Hill, Craigieburn & Melton (pre-accredited & foundation skills)

Contact Phone Number (03) 8368 0140/0141 Contact Person (s) Anne Shepherd Manager, Youth Transitions Program

[email protected]

Contact Phone Number 8368 0140 / 0407096788 Youth Development Officer Ruth Gadsby

[email protected] Contact Phone Number 8368 0141 / 0417431528 Opening Hours 9.00am – 5.00pm (Mon-Fri) Training Room (s) Available at each site To enquire about our youth focused training courses at these sites contact: Anne Shepherd - Manager, Youth Transitions Telephone: 8368 0140 Email: [email protected] Or visit our website at: http://www.bsl.org.au/services/young-people/support-for-school-leavers/youth-transitions/




http://www.bsl.org.au/services/young-people/support-for-school-leavers/youth-transitions/

http://www.bsl.org.au/services/young-people/support-for-school-leavers/youth-transitions/



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African Australian Community Centre AACC (pre-accredited training)

Address St Johns Anglican Church 32 Pickett Street, Footscray, Vic 3011

Contact Phone Number (03) 8412 8888 Contact Fax Number (03) 9308 3521 Contact Person Abraham Mamer Email Address [email protected] Opening Hours 8.30am – 5.00pm (Mon-Fri) Training Room (s) Available on site To enquire about pre-accredited courses that may be available at our Footscray site contact: Abraham Mamer - Project Coordinator, AACC Telephone: 8412 8804 Email: [email protected] Or visit our website at: http://www.bsl.org.au/services/refugees-and-settlement/african-australian-community-centre/ BSL Training Services delivers accredited training including foundation skills and pre-accredited training at Fitzroy and Frankston. Pre-accredited and foundation skills training is delivered across all sites.

• Principal site: Fitzroy - Head Office, Level 1, 95–97 Brunswick Street, Fitzroy VIC 3065 • Site 2: BSL High Street Centre, 24-26 High Street Frankston VIC 3199 • Site 3: African Australian Community Centre, 30a Pickett Street, Footscray 3011 • Site 4: Laverton Community Hub, 95 - 105 Railway Avenue, Laverton VIC 3028 • Site 5: Taylors Hill Youth & Community Centre, 121 Calder Park Drive, Taylors Hill 3037 • Site 6: Connections@Craigieburn, 95 Craigieburn Road, Craigieburn 3064 • Site 7: Melton Youth Facility, 193 Barries Road, Melton, 3337


http://www.bsl.org.au/services/refugees-and-settlement/african-australian-community-centre/

http://www.bsl.org.au/services/refugees-and-settlement/african-australian-community-centre/



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Victorian Training Guarantee – You may be eligible for government funding! Now is the ideal time to make a start on gaining new skills, or upgrading your existing skills, to help you get the job you want. The Victorian Training Guarantee (VTG) is making vocational education and training more accessible to people who do not hold a post-school qualification, or who want to gain a higher level qualification than they already hold. There are a number of government subsidised training places available to people who meet the eligibility criteria. This will be explained to you at time of enrolment. You will be given advice about your eligibility and why we are required to keep a certain amount of evidence on your learner file for auditing purposes. If you want to check your potential eligibility for a government subsidised training place check online at http://www.education.vic.gov.au/victorianskillsgateway/students/pages/vtg-eligibility-indicator.aspx Choosing the course that's right for you Choosing the right training is important to your future. It’s important to choose the right course to make the most of the opportunities provided by the Victorian Training Guarantee. For example, if you are over 20 years of age and you have already completed a Certificate IV in Hospitality but you have decided you don’t like the work, or there is no work available in that area, you won’t be eligible for a subsidised place in another Certificate IV course (except those in the foundation skills category). That’s why it’s important to be informed and realistic about a career path before undertaking training for qualifications. We conduct a pre-training review with you, before you enrol to check what you are interested in and to talk with you about future employment opportunities in your chosen qualification. Under the Victorian Training Guarantee, if you are eligible, you can access subsidised training in an accredited course more than once – so long as you are applying for a qualification that is:

• higher than any qualifications you hold already; or • is from the foundation skills category; or • is being undertaken as an apprenticeship

For example, after you complete a Certificate III in Aged Care, you could get government subsidised training to do a Certificate IV in Aged Care. You can continue to improve your qualifications and job opportunities throughout your career. Visit our website http://www.bsl.org.au/services/work-and-learning/training-services/ for our full list of qualifications which may assist you in your career pathway. Under 20 years of Age? If you are under 20 years of age, you can access government-subsidised training for qualifications at any level. Your age is calculated as at 1 January in the year your course starts. Two course rule in a year You can only access two government-subsidised accredited training courses in a year and any course you enrol in counts towards this entitlement from the date the course starts. You need to choose your courses carefully so ask BSL Training Services for advice when you enrol.

http://www.education.vic.gov.au/victorianskillsgateway/students/pages/vtg-eligibility-indicator.aspx

http://www.education.vic.gov.au/victorianskillsgateway/students/pages/vtg-eligibility-indicator.aspx




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Victorian Training Guarantee Eligibility Exclusions: A number of groups are not eligible to access the Victorian Training Guarantee. Prisoners detained in a custodial setting are not eligible for a government subsidised place. The only exception is an individual on a community based order, or, an individual from the Judy Lazarus Transition Centre, where learners can physically access training outside a custodial setting without supervision. Such learners must present with a letter from the Department of Human Services, confirming their status in line with this rule, and then the letter attached to the learner’s enrolment form.

• Learners detained under the Mental Health Act 1986; or the Crimes (Mental Impairment and Unfitness to be Tried) Act 1987 or the Sentencing Act 1991 at the Thomas Embling Hospital are not eligible for government-subsidised place.

• Secondary school students already enrolled with a school, are not eligible for a government-subsidised place at TAFE when: o Undertaking VETIS (VET in Schools); or o Undertaking any training that has been arranged by the school, during school hours.

What Will I Need to Pay? You may need to pay tuition fees, and sometimes for materials and other costs such as learner services and amenities fees. Fees will be discussed with you when you enrol with us. More information about fees, refunds and payment plans is on p.16 of this handbook. We offer payment plans and concession rates for some learners. To find out about our fees visit our website http://www.bsl.org.au/services/work-and-learning/training-services/.




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Our Policies and Procedures A summary of our key policies and procedures that apply to our learners are set out in this handbook. If you would like more information or a complete copy of any of these policies and procedures, you can ask for a copy from Student Administration or your Training Coordinator. Some are also available on our website. Code of Conduct Every person attending our training has rights and responsibilities while they are participating in training or using our services. All learners have the right to enjoy the training and services that BSL provides within a safe and professional environment. BSL Training Services:

• will encourage and support all our learners to adjust to the responsibilities and requirements of learning in an adult environment.

• requires all learners to demonstrate at all times basic courtesy, consideration and cooperation for both other learners and our staff.

• requires all our learners to comply with requirements regarding health and safety matters and care of buildings and our equipment.

• will ensure that all complaints regarding matters of learner conduct will be dealt with quickly, impartially and informally wherever possible.

• will ensure that strict confidentiality is observed in dealing with all complaints and any action taken in regard to matters of inappropriate learner conduct.

All learners attending training with BSL Training Services are expected to follow our code of conduct which includes the following: Punctuality We expect you to report to your training sessions on time. If you are going to be late,

please let someone know - your Training Coordinator, Trainer or a Student Administration person at your training facility. Coming late to class can mean you miss out on important information, such as your safety or assessment requirements. Repeated lateness, without prior notification, may result in disciplinary action and could lead to your removal from the qualification/course/program.

Attendance/Sick Leave In order to achieve your qualification you need to have at least an 80% participation in any

face-to-face/classroom delivery and your must attend 100% of your practical work placement (if applicable). If you are going to be absent or you are sick, you should let the Training Coordinator, Trainer or relevant site Administration staff know. Continued absence from training sessions may result in disciplinary action and could lead to your removal from the qualification/course/program.

Respect for Others Part of providing a safe and friendly learning environment is ensuring that all our learners

feel safe when participating in training. You have a responsibility to respect others in the learning environment. Disruptive behaviour in class, verbal abuse or hostile behaviour to other learners or staff, or intrusions into the private life of other learners or staff will not be tolerated. Such behaviour may result in your immediate removal from the course.



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Paperwork We will ask you to fill out a number of forms at the start of training. We are required to

keep this documentation as a condition of our government funding. If you need assistance to complete our paperwork, please ask and we will provide it.

Time Recording Learners who are also employed by the BSL, such as trainees and apprentices, are required

to fill out and submit timesheets or Clock Cards, as directed by BSL staff. Facilities, Property and Equipment We expect you to take reasonable care when using our facilities, property and equipment.

Wilful and deliberate damage of our property or equipment is not acceptable behaviour and may result in you being removed from a course/program. Any unauthorised removal of property or equipment belonging to the BSL or other learners is considered theft, and may result in police notification and removal from the course/program.

Safety We are committed to your health and safety. Your trainer will familiarise you with the safety

guidelines related to your training and the training facility you are attending, usually on the first day you attend training. We expect you take reasonable care for yourself and others when participating in training and in practical placements and to comply with health and safety requirements at any site you attend. If you notice any safety hazards you should immediately report it to your trainer or a BSL staff member. If you would like a copy of BSL’s health and safety guidelines please ask your trainer.

Safety Equipment

You must wear the appropriate safety equipment at all times where such safety equipment

is deemed to be necessary. Learners participating in Hospitality and Cleaning Services courses should be particularly mindful of any Workplace Health and Safety requirements that are relevant to their safety during training.

If you are undertaking a practical (work) placement you are responsible for adhering to

workplace health and safety requirements of the workplace you are attending. These will be explained to you in the training and orientation/induction to your practical placement.

First Aid

First Aid Kits are available on all BSL premises. Your trainer will identify the location of the

nearest First Aid Kit and can let you know who the First Aid Officer is at your training location. Access to/use of the First Aid Kit must be directed by a BSL staff member. In the event of any incident or accident, an incident/accident form must be completed. Please speak to your trainer or training coordinator about this.

Insurance

The BSL holds public liability insurance, which covers all learners for accidents and injuries

while on BSL premises. In case of accident or injury, please report the incident to your trainer and training venue administration. Details of insurance arrangements for practical placements will be explained to you prior to participating in your practical placement.



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Smoking

Smoking is not permitted on any BSL premises.

Personal Appearance

You are expected to present for training in a clean and tidy manner. Loose clothing and long unsecured hair may present hazards near machinery. If you are not appropriately dressed you will be asked to leave and return with suitable clothing.

Alcohol and Drug Use

Alcohol and/or drug use present significant safety hazards. In particular, these practices are

highly dangerous when operating machinery. Alcohol and drug use is not permitted on any BSL premises. Any learner presenting for training or work who is found to be under the influence of alcohol or drugs may be instantly removed. Any learner found to be in possession of alcohol or drugs on BSL premises may also face instant removal.

Responsibilities of Our Staff

Our staff play an important role in setting appropriate standards of conduct including:

o ensuring appropriate standards of conduct are established and maintained by learners at all times during a course and/or use of a service/facility;

o ensuring that their own behaviour contributes to and supports appropriate standards of participant conduct; and

o intervening in cases of inappropriate learner behaviour, except where this could put the staff member in danger.

Discontinuation of Training

Breaches of this Code of Conduct may result in removal from the course/program. In most

cases, learners will receive two verbal warnings prior to a notification of removal unless there has been a case of serious misconduct, which has compromised the safety of others, the property of the organisation or where a criminal offence has been committed. Serious misconduct may warrant immediate removal without warning. This decision will be made at the discretion of the Operations Manager, Training Services or site Management.

Disciplinary Action Disciplinary Action is designed to respond to misconduct by learners. The term misconduct covers any behaviour which damages or endangers people or property or which interferes with or intimidates other people. Examples of misconduct include:

• Cheating, including assistance to cheat • Wilful damage to property • Bullying, harassment or intimidation of fellow learners and/or staff • Behavior that breaches the Privacy Act 1988 • Criminal or anti-social behaviour • Failure to undertake assessments as set out by BSL and the AQTF • The use of profanities, crass or obscene language, drunkenness or illegal substances • Persistent lateness or unacceptable disruption in the classroom

Any act of misconduct will be reported to the Training/Program Coordinators who will investigate an incident and assess whether a formal process is required. The Training/ Program Coordinators will make a report and recommendation to the Operations Manager, Training Services advising of the incident and possible actions that could be taken.



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The Operations Manager Training Services may remove the learner from the learning environment if they consider the safety and welfare of others will be compromised by the learner’s continued attendance in the course. Selection Training Services strives to ensure the process we use for applications and to make learner selections is timely, fair and transparent. In some instances there are certain eligibility criteria to participate in government-funded training programs. If you do not meet the eligibility criteria, we will assist you to provide alternative training options, which may include fee-for-service training or referral to other training organisations. Information about learner selection and enrolment, including application forms and supplementary information is available from BSL Training Services. Please contact Training Services via any of the following methods: Phone: 03 9288 9902, E-mail: [email protected], or in person at our Head Office: 95 - 97 Brunswick St, Fitzroy 3065. For training at our Frankston site, Phone: 03 8781 5900 or in person to: 24-26 High Street, Frankston, VIC 3199 Orientation An orientation session will take place before training commences, or on the first day of training. This gives you an opportunity to meet staff, your trainer and others learners and to find out: • How the course is going to be conducted; • Exactly what’s involved in the course; • What time to arrive for classes; • Where the classes are held; • Where to go for lunch; • Where the toilets are; and • Answers to any questions you might have. Orientation also provides an opportunity for the Training Services team to: • Meet and welcome you; • Discuss the policies and procedures that concern you; • Discuss health and safety standards and acceptable behaviour; • Direct you to where you can find additional information and assistance; • Follow up on any outstanding paperwork with you; and • Provide you with your timetable, and any other course information. Public Holidays The following public holidays are observed by BSL Training Services. Training will not take place on these days: • New Year’s Day • Australia Day • Labour Day • Good Friday • Easter Monday • Anzac Day • Queen’s Birthday • Melbourne Cup Day • Christmas Day • Boxing Day




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Training will also not be delivered through school holidays. See our training schedules for dates of delivery. Police Checks and Working with Children Checks If you are considering enrolling in a qualification in Community Services, Children's Services or the Health industry (such as Aged Care or Home and Community Care), you may be required to provide a National Police Records Check and/or a Working with Children Check. These are legal requirements and failure in any of the checks may exclude you from the placement component of the course.



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Our Fees We recognise that many of our learners are on low incomes. Our fees and charges are designed to ensure that our training programs are accessible with our fee-for-service courses offered at competitive rates. We will discuss our fees and charges with you during the pre enrolment interview process and we will ask you to read and sign a Learner Agreement and Statement of Fees at the time of enrolment. A full list of our fees and charges for courses is available on our website at: http://www.bsl.org.au/training_services/Fees_Charges_2014.pdf Enrolment Deposit When you enrol with us, we will ask you to pay a $50 non-refundable enrolment deposit. This is to cover the cost of setting up your learner record, learner file, and other administrative costs. The enrolment deposit is deducted from your fees once you make payment. Concessions/Exemptions/Waivers We offer concession fees to eligible learners. Fee exemptions are available for some groups identified by the government and in some exceptional cases, we may be able to waive course fees. You can ask us whether you might be eligible for a concession rate or exemption or waiver from course fees at the time you enrol. Payment Plans You can pay your fees in instalments. If you would like to pay your fees this way just ask when you enrol. There is a maximum of four payment instalments which must be completed by midway through your course/qualification. If you enter into a payment plan with us we will ask you to read and sign a Learner Payment Plan Agreement. This will be discussed with you at enrolment. Refunds In some circumstances we may refund your fees in whole or in part. You will need to apply for a refund using our Refund Application Form. You can get this from Administration. Circumstances in which we provide whole or partial refunds include: • If BSL Training Services cancels a course you have enrolled in, we will give you a full

refund of any fees you have paid prior to the date of cancellation.

• If BSL Training Services can't deliver a full course, we will give you a refund of the undelivered training hours for which you have paid fees or we may offer you an alternative enrolment. You will be able to choose whether you would like the refund of the residual fees or accept a place in another course.

• If you withdraw from a course more than 7 days before the course starts we will give you a full refund of any fees paid minus your enrolment deposit.

• If you withdraw from a course within 7 days of the course starting we will give you 50%

of any fees paid minus your enrolment deposit. • If you have overpaid the set tuition fee or enrolment fee we will refund the difference.

• If you have paid the full fee but then provide valid evidence of concession within 5

working days of a course commencing we will refund the difference. If you withdraw from a course more than 7 days after it starts, we will not refund any fees paid. Full details of our refund policy and procedures, and our fees and charges are available from Training Services reception and on our website.

http://www.bsl.org.au/fileadmin/user_upload/files/information_sheets/training_services_audit_compliance/BSL_Training_Fees_Charges_2014.pdf



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Access and Equity The Brotherhood of St Laurence RTO is committed to the principles of access and equity in all aspects of delivering high quality training. We aim to promote the full and equal participation of all our learners by removing the barriers and obstacles that may prevent them from gaining or improving upon their skills, knowledge and experience. We strive to ensure that every prospective learner is given the opportunity to access the training options most suitable for them. We ensure that everyone is treated equitably in every respect. We guard against discrimination and harassment. BSL Training Services will endeavour to ensure: • There is no discrimination against any individual or group of learners in terms of physical

access to its workplaces and facilities. • Complaints concerning discrimination, harassment and sexual harassment are dealt with

effectively and appropriately. • Complaint procedures, both internal and external, are understood by all staff and learners.

For further information, please see p.27 in this handbook. • Learner information is available in required languages on request. • Learners have access to flexible learning and study arrangements if required. • Learners are assessed at pre-training reviews and any support needs are considered and

built into their training plan with trainers properly advised of learning support needs. • Reasonable adjustments are made to accommodate the needs of all learners. Complaints relating to access and equity, including claims of discrimination and harassment, will be dealt with through our Complaints and Appeals process and with regard to the BSL's Equal Employment Opportunity (EEO) policy. This policy can be obtained from Training Services reception or the BSL People Services department. Our Access and Equity policy is available on our website at: http://www.bsl.org.au/Training_Access__Equity_Policy.pdf Reasonable Adjustments If a learner meets essential entry requirements, BSL will make “reasonable adjustments” necessary for you to complete your course work or demonstrate competency. This may include adjusting the physical environment, student learning materials or the manner that a theory test is completed. If you have a disability and you meet essential entry requirements, we will endeavour to make changes or "reasonable adjustments" necessary for you to undertake your course-work. In most situations, you will be able to tell us what you need to be able to study. If necessary, we will also seek advice from disability areas within government departments or organisations that represent or provide services to people with a disability. Adjustments may include:

• Modifying educational premises. For example ensuring that classes are in rooms accessible to a person with a disability. BSL training premises meet legislative requirements for disability access.

• Modifying or providing equipment. For example, lowering benches, enlarging computer screens, providing specific computer software or an audio loop system.

• Changing assessment procedures. For example, allowing for alternative examination methods such as oral exams, or allowing additional time for someone else to write an exam for a person with a disability.

http://www.bsl.org.au/fileadmin/user_upload/images/services/work_and_learning/Training_Access__Equity_Policy.pdf



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Welfare and Guidance Qualified staff are available to provide welfare and guidance in educational, personal and career matters. The BSL provides a variety of services that are accessible to learners. For further information, please see Support Services on p.18 of this handbook. Support Services If you require assistance in any of the following areas, please seek advice in the first instance from the Training Services Reception and Administration team on 9288 9902. They will be able to refer you directly to the most appropriate internal or external support services. These may include:

• Housing/Crisis Accommodation. • Counselling/Outreach services. • Drug and Alcohol Support. • Finance and Budgeting services and programs. • Centrelink and other welfare agencies. • Disability support services. • General educational support services. • Harassment and Discrimination advice. • Employment services and job search support. • Tutoring support provided through BSL's network of volunteers.

Telephones All phones should be switched off or turned to silent mode whilst in class. If you expect that you might get an urgent call, please communicate this possibility to the trainer before the class begins to inform them that you may need to excuse yourself from the class momentarily. Privacy Statement Protecting your privacy and personal information is important us. We observe the Victorian Information Privacy Principles when we collect, use, store, secure or disclose personal information about our learners. We will only collect personal information that is necessary for the delivery of training and related services. If you are part of a government-funded training program, we are required to submit information about your enrolment and progress to the Victorian Government, through the Department of Education and Early Childhood Development. On enrolment, you will be asked to read and sign a Learner Declaration form which identifies the circumstances under which we are required to collect and transfer information about you. If you receive Centrelink benefits, we may be required to submit information to Centrelink regarding your enrolment and progress. BSL Training Services team commits to the following rules regarding transfer of any of your private information:

• We will only collect information from you with your knowledge and consent. • We will only use personal information provided by you for the purposes for which it was

collected. If the purpose of this use varies, we will contact you to obtain your consent prior to using this information.

• We will not disclose your personal information to a third party unless your prior consent is obtained.

• We will ensure that your personal information will not be disclosed to other state institutions or authorities, except if required by law or other regulation.



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Access to Records You can access your own personal records at any time. However, to ensure the availability of files, you will need to complete a request to view document form and lodge this with Administration to access this information. An appointment will then be arranged. Access is only available on-site between the hours of 9am and 5pm Monday to Friday. A copy of our Privacy Policy is available from Administration on request.



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Training & Assessment Assessment types and dates will vary according to the course or qualification. These will be outlined by the trainer at the commencement of each unit. They are also noted on the Task Cover Sheet. For you to be deemed competent, you must have evidence that supports the skills you have developed. This can be in a number of ways, some of which are:

• Work you have produced. • Completed activities from workbooks. • Observations of your performance in either a classroom and/or practical placement or

workplace. • Questions and answers. • Demonstration and explanation.

If you are deemed 'Not Yet Competent' you will be given feedback on areas you are required to complete or rectify. This information is then re-submitted to the trainer, along with your original work. Dates for re-assessment are outlined on the Unit Assessment Record. All learners are allowed one re-submission per unit. If you feel you have been assessed unfairly and would like your assessment reviewed, please follow the complaints and appeals process described on p.27 of this handbook. Flexible Learning and Assessment BSL Training Services will make every effort to respond to learner requests for the flexible delivery of training and assessment. Arrangements for flexible delivery and assessment of training will be negotiated with learners on a case by case basis. Where we are unable to accommodate the needs of the learner, we shall assist the learner to access appropriate alternative training, and will provide additional support, such as counselling and referral services, as required. All assessments conducted by BSL will be flexible, fair, valid and reliable.

Flexible The trainer and learner will negotiate and agree on a mutually convenient time and place for each assessment, and not be limited to one method of assessment.

Fair The trainer will ensure that the learner clearly understands what is expected, will have a set criteria to conduct the assessment from, and will provide the learner with the opportunity to appeal the decision if he/she disagree with the outcome. This may also include re-assessment opportunities.

Valid The trainer will not rely on one style of assessment, will sample a range of skills and performance, and will ensure learners are only assessed on what has been advised.

Reliable The trainer will ensure the assessment is reliable by collecting evidence by a number of different methods and at several different times throughout the program of study.



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Language, Literacy and Numeracy (LL&N) Assessment

Training Services acknowledges that all Australian Quality Training Framework (AQTF) units we deliver place emphasis on literacy and numeracy tasks. All learners who are undertaking a qualification are required to undertake a Language, Literacy and Numeracy assessment prior to the commencement of a course. In most cases, the trainer will be able to accommodate learners’ literacy and numeracy issues by adjusting their training methods. Learners who require assistance to meet the competencies of their course will be supported to do so. However, should a learner require intensive support that may compromise the quality and pace of training for other learners in a particular class, Training Services are also able to refer learners to specialist literacy and numeracy training and support agencies in the community. Credit Transfer Credit transfer is a process that provides credit for a unit/s of competency previously achieved that has/have identified equivalence in content and learning outcomes. This process will reduce the amount of time you spend studying as you will not be required to repeat the unit. If you think you may be eligible for a Credit Transfer you can discuss it with a Training Coordinator when you enrol. Recognition of Prior Learning Recognition of Prior Learning (RPL) is an assessment process that involves assessment of an individual\s relevant prior learning (including formal, informal and non-formal learning) to determine the credit outcomes on an individual application for credit toward partial and or total completion of a qualification. (AQF definition Jan 2013) BSL will ensure that Recognition of Prior Learning (RPL) is offered to all learners on enrolment. An application can be made at any time prior to the commencement of a course. A charge is generally made to process RPL applications on a fee-for-service basis. Please see the Training Coordinator to discuss this process and any charges that may apply. Recognition of Australian Qualifications Framework (AQF) Qualifications Training Services aims to provide opportunity for learners to access a training program that is specific and relevant to their needs. To this end, every effort will be made to recognise and provide appropriate credit for new learners’ existing AQF qualifications and Statements of Attainment awarded by other Registered Training Organisations. If you wish to claim credit or exemption for previous AQF study, you must submit certificates, statement of results and/or other evidence as required for mutual recognition purposes, at the time of enrolment. Instructions for applying for credit or exemption for previous AQF study are available from Administration and/or the Training Coordinators. Applications for credit transfer and RPL are evaluated by qualified training staff who are involved in the delivery of the course you are studying. Learners are notified in writing of the outcome of their application within 5 working days of their application being assessed. If you are not satisfied with the outcome, you can appeal the decision using our Complaints and Appeals process.



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Records of Your Training We ask that you keep a personal copy of all assessments that you submit. Photocopying machines are available at our training sites for you to use for this purpose. It is a government requirement that you keep a record of your practical placement hours. A log book will be provided for you to do this. You must keep the log book up to date and submit it at the end of your placement. Training Plans A Training Plan provides detailed information on training and assessment agreed to by you, your employer (under a traineeship), and the RTO. This ensures that all parties are informed about what is being delivered and their respective obligations. Your Training Plan will be discussed with you when you enrol. You will be asked to sign the Training Plan on your first day of training and you will be given a copy to keep. Your trainer will keep another copy and record your progress as well as any other changes to your training as it progresses. Feedback At BSL, we believe in quality and continuous improvement. This can only be achieved with the help of feedback we receive from both employers and our learners. We regularly seek feedback from you.

Stage 1

You will be asked to complete a short feedback/evaluation form at mid point of training. The purpose of this evaluation is to find out how the training is going and to identify any issues you might be having so that we can resolve them before the training continues. We also gather feedback at the end of training.

Stage 2

BSL learners taking part in government funded training programs are required to submit a formal evaluation form as requested by the funding body. The results of this feedback process are sent to the funding body.

The information collected from Stages 1 and 2 is used within BSL to improve the quality of our training and assessment processes. We conduct our required stakeholder surveys in March and October of each year. You may also receive a telephone call from a staff member of BSL, or a survey from the National Centre for Vocational Education Research (NCVER). We encourage you to be as honest as possible during all feedback so that we can make your training experience a rewarding and enjoyable one. Employability Skills Employability Skills are skills that apply across a variety of jobs and life contexts. They are sometimes referred to as key skills, core skills, life skills, essential skills, necessary skills, and/or transferable skills. Industry's preferred term is Employability Skills. Employability Skills are defined as "skills required not only to gain employment, but also to progress within an enterprise so as to achieve one's potential and contribute successfully to enterprise strategic directions". There are eight Employability Skills: communication, teamwork, problem solving, initiative and enterprise, planning and organising, self-management, learning, and technology. These will be assessed as part of your course assessment tasks.



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We also offer post-training support in building your job search and employability skills through other BSL employment programs and services. If you would like to know more, ask your Training Coordinator for information. Course Delivery The Brotherhood of St Laurence will: • Provide, prior to course commencement, an orientation program containing information

about the course curriculum, program of study and availability of learning resources. • Ensure that a current copy of the accredited course curriculum is available to staff and

learners. • Ensure that training and assessment occurs in accordance with the requirements of the

accredited course. • Obtain written permission from course copyright owners prior to course delivery to use

and, if required, customise courses. • Ensure that all courses in our Scope of Registration reflect currently endorsed Training

Packages. Cheating and Plagiarism As a learner enrolled at BSL, you have a responsibility to understand and comply with BSL’s policy on plagiarism and cheating. You should ensure that all information is appropriately acknowledged and refrain from sharing your work with other learners/trainees unless it is part of a structured and approved group/team activity. When you submit your work you will be required to sign a declaration on the Assessment Summary Sheet for each unit of competency that the work you have submitted is your own. Plagiarism is a form of cheating. It is the act of presenting somebody else's work and claiming it as your own. Be aware of the risk of plagiarism whenever you use:

• ideas, comments, statements, data, graphics etc. from someone else; • information downloaded from the internet; or • information that you have copied exactly changed slightly or summarised.

All you need to do to avoid plagiarism in an assignment is to give credit where credit is due – this is known as referencing. There are several systems which can be used to prepare entries (known as citations in reference lists and bibliographies) – whichever style you use, it is important to be clear, complete, accurate and consistent. Check with your trainer about the system to use. Some handy hints about referencing:

• You don’t need to reference your independent ideas or information based on your own experience.

• You don’t need to reference information regarded as ‘common knowledge’. • Keep a separate, detailed list of all your resources you have taken notes from while

conducting your research. • Develop your own way of marking your research notes to show what is copied,

paraphrased or your own work. It is important that each assessment task is completed individually, unless it has been given to you as a group task, or your assessor has approved a request to work in groups. If a trainer or staff member of BSL has evidence that cheating or plagiarism may have occurred, he/she will organise a time to meet with the learner to discuss the circumstances. If it can be shown that plagiarism has occurred, the learner will receive counselling, be given



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further assignment/assessment advice, and the opportunity to resubmit the assignment or assessment. If plagiarism is repeated, the learner will be given a Not Yet Competent (NYC) outcome for the unit of competence and will receive further counselling and assessment advice. All efforts will be made to resolve any plagiarism issue quickly and sensitively. Learners/trainees can appeal any decision by following the BSL Grievances/complaints and Appeals process. If an appeal is requested, and BSL discovers that there is insufficient evidence of plagiarism to warrant disciplinary action, BSL shall decide on an alternate direction which may involve close supervision. Cheating is when a learner tries to complete an assessment by using dishonest or deceptive practices. For example, cheating during a written assessment may involve copying another learner’s answers, asking another learner to give you an answer, or taking a ‘cheat sheet’ into the assessment area. The procedure for dealing with instances of cheating is the same as for plagiarism. IT Systems Learners undertaking classroom training can access BSL computers whilst on our premises. Use of this IT system is governed by BSL’s IT Acceptable Use Policy which is available upon request. Learners accessing BSL's IT system must do so responsibly, ethically and lawfully. Improper use may result in the immediate withdrawal or suspension of system and network privileges and disciplinary action, in accordance with existing BSL policies and procedures. Classroom Based Training – Hours of Operation If you decide to undertake classroom based training at BSL premises, classes will be scheduled within the following hours of operation: Monday to Friday: 09:00AM - 5:00PM Work Placement Your course may include a Work Placement or Practical Placement. Below are some definitions: Practical Placement: Any structured workplace learning that is part of a written

agreement between a training organisation (the RTO) and an employer/organisation. It includes work observation, work experience and other forms of workplace learning.

Host Employer: Workplace providing practical placement activity. Workplace Supervisor: Employee or owner of host organisation identified as contact

person for the learner and the RTO. Practical Placement Agreement:

Written agreement signed by the learner, the host employer and the RTO to specify hours of placement and activate insurance cover.

Practical Placements Practical Placement opportunities are important for both learner engagement and skill development. They provide you with real workplace experience and enhanced connections and networks for post-training employment. Many of our courses involve a practical placement component and it forms a core part of your learning assessment.



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When you undertake a practical placement we will require you to enter into a formal agreement with us and the employer who is offering the placement. This sets out the responsibilities and rights of all parties. We will also provide you with a handbook that provides you with information about your placement and a log book which will form part of your assessment. There are government guidelines for the operation of practical placements. These are available at: http://www.education.vic.gov.au/training/providers/rto/Pages/workplacelearn.aspx Withdrawing from Training If you decide to withdraw from training prior to completing your unit or qualification, please talk to your trainer or the Training Coordinator. If you are experiencing difficulties meeting the course requirements, they may be able to assist or to refer you for appropriate support. If you are a trainee, we need to notify other parties involved in your traineeship and we will also ask you to speak with them yourself including your employer and the Australian Apprenticeship Centre. If you still wish to proceed with withdrawing from the course, we will ask you to complete and sign a "withdrawal/cancellation from course" form. Where you have already successfully completed units of competency, the Administrator will assist you and ensure you are issued with a Statement of Attainment for these units.

http://www.education.vic.gov.au/training/providers/rto/Pages/workplacelearn.aspx



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Certificates and Statements of Attainment At the completion of your course, and once you have been deemed competent, you are eligible for a Certificate or a Statement of Attainment. Certificates Certificates are issued to learners who achieve competency in the required number and structure of units to make up a full qualification. Participants will only be issued with a certificate on completion of the full qualification. Statements of Attainment Where a learner withdraws, cancels or transfers from a course and completes some, but not all, of the units required to make up a qualification, a Statement of Attainment will be issued. All fees must be paid before either a Certificate or Statement of Attainment is issued. These will be issued at no additional cost to the learner. Subsequent Certificates or Statements of Attainment can be issued. When subsequent documents are requested, there will be a cost of $50.00 per document re-issued. No Award Where no competencies are achieved, no award will be given.



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Complaints and Appeals BSL Training Services recognises that issues or concerns do arise from time to time and we want to ensure that we take a fair and consistent approach in listening to and dealing with complaints or appeals that arise during training delivery in accordance with the principles of natural justice. If you have a complaint arising out of training, or you want to appeal a decision made by your trainer or BSL Training Services, you have the right to make a complaint or appeal and have it dealt with by BSL Training Services to ensure the issue is heard and seek a resolution. Some complaints/appeals can be resolved easily without formality or process. More serious or damaging complaints may be dealt with formally and with investigation methods applied. Where possible, we try to resolve a complaint or appeal informally first by negotiation and discussion. This may include advice and discussion between you and other parties and general mediation. If an informal process is not successful or if the matter is serious, then a formal process is followed. You can have a support person of your choosing present at any discussions about a complaint or appeal, whether the process is informal or formal. If a complaint or appeal can be resolved informally, you are not obliged to escalate the matter to a formal complaint or appeal. It should be noted however, that in the case of serious misconduct by another learner or BSL representative (such as a trainer) and at the discretion of Management, BSL may choose to escalate the complaint of its own accord. You can be assured that we will treat your complaint as confidential. Advice and assistance to all parties on making a complaint or appeal is available to learners from Training Services staff. We are always seeking to improve our services and processes, so issues that we identify from any complaints and appeals may be used to improve what we do, and how we operate. Complaints and Appeals Procedure Our policy and procedure for making a complaint of lodging an appeal against a decision, is available on our website at: http://www.bsl.org.au/BSL_Training_Complaints_Appeals_Policy_and_Procedures_Oct2014.pdf You can make a complaint or appeal a decision by BSL Training Services at any time. Where practical, and provided you feel safe doing so, you are encouraged to speak directly with the person(s) concerned initially to see if you can resolve it with them directly. However, you can also ask a Training Coordinator, or other BSL staff member to assist if you do not feel confident in raising the issue with the person directly. Appealing an Assessment When you are appealing an assessment you are encouraged to raise the matter with your trainer first. Your trainer/assessor may decide to re-assess your work and will give you their decision in writing. Where your appeal is not successful, the Training Coordinator may arrange for another trainer/assessor to assess the work. The Training Coordinator will notify all parties of the outcome. Other Appeals You have the right to appeal any BSL Training Services decision such as:

• Any exclusion or withdrawal from training • The outcome of any complaint or appeal process • The outcome of an RPL application

http://www.bsl.org.au/fileadmin/user_upload/files/Services/Work_and_learning/BSL_Training_Complaints_Appeals_Policy_and_Procedures_Oct2014.pdf



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Formal Complaints Where the outcome of an informal process has not satisfied you, or where the complaint is serious, you can lodge a formal complaint using our RTO Complaints and Appeals Form. You can get a copy of the form from BSL Training Services staff. Where possible formal complaints or appeals should be lodged in writing within 20 days of the issue arising. You can lodge the complaint/appeal to Administration, or Training Coordinators or the Operations Manager, Training Services or directly to the General Manager, Work and Learning. You will receive notification that your complaint has been received within five working days. Generally, BSL endeavours to investigate complaints and notify you of an outcome in writing within 30 working days. If there is any delay in this, we will let you know in writing. If you remain dissatisfied with the outcome, you can appeal directly to the Executive Director of the Brotherhood of St Laurence within 21 days. You will receive written advice of the Executive Director's final determination. External Mediation or Making a Complaint About BSL to an External Body You can also seek external advice or seek external mediation and/or make a complaint directly to an appropriate government agency (eg. the Victorian Registration and Qualifications Authority - VRQA). Mediation is available through the Dispute Settlement Centre of Victoria (DSCV). This is a free dispute resolution and mediation service funded by the Victorian Government and may be able to assist in resolving any outstanding complaint or issue with the complaint handling process. Further details and office locations for this service are available from: http://www.disputes.vic.gov.au/ The VRQA has a formal complaints process which can be accessed at http://www.vrqa.vic.gov.au/complaints/Pages/default.aspx. The VRQA does not offer mediation services. Our complaints/appeals procedure applies to all matters relating to training, except where alternative procedures are relevant (e.g. equal opportunity, discrimination, Health and Safety).

http://www.disputes.vic.gov.au/

http://www.vrqa.vic.gov.au/complaints/Pages/default.aspx



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Trainees Timeframes The length of traineeships varies according to employer and regulatory requirements. Generally they range from six months to two years. Working hours also vary from 13 hours per week to full time (30+ hours per week). Workbooks/ Resources Workbooks and or resources will be provided to you and are designed to complement on the job training. The activities in these workbooks are an important part of your assessments along with observations from your trainer and or employer/supervisor. Training: Training Services may deliver structured training within one or a combination of both of the following modes:

• off-the-job structured training e.g at a BSL Training Services facility • workplace based structured training that is conducted by Training Services training staff

at the Trainee's workplace

Structured Withdrawal Your employer is required to ensure you are removed from your routine duties for a minimum of:

• Certificate III: three hours per week (pro rata for part-time trainees) averaged over 4 weeks cycle; or

• Certificate II: a minimum of 1.5 hours per week (pro rata for part-time trainees) averaged over a 2 month cycle.

• The time depends on the duration of competencies delivered and assessed in the workplace and if the training program combines off the job and workplace based structured training.

This time is to be spent specifically on training. This may include:

• Working on your activities in the workbooks. • Working in a different area within the department developing skills. • Working in a different area within the organisation developing skills. • Attending training. • Attending relevant meetings.

Visits by Trainer Depending on the proportion of training and assessment in the workplace, BSL Training Services is required to have one of their trainers visit you in the workplace. The number of visits will vary between 1- 4 per year of training. Your trainer will also be making monthly contact with you and your employer (outside these visits) by either email or phone. The trainer will meet with you and your supervisor/employer to discuss progress in relation to the training and deliver training (if appropriate). You will be required to complete a contact form on each visit. Supervisor Your supervisor is important. Their role is to be a mentor, give assistance and pass on workplace experience to you.



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Where to Go for Further Help Your Trainer In many cases, additional help can be sought from your trainer. You should feel comfortable in approaching your trainer at any time as it is their responsibility to ensure your training program is right for you. Your Training Coordinator/Program Coordinator The Training Coordinator/Program Coordinator is responsible for the course you are attending and has all of the information relating to your course of study. They can refer you on to local services if you require additional support or guidance, and they can also arrange one-on-one or group tutoring support through our network of BSL volunteers. Your Employer If you are a trainee or apprentice, you can talk to your employer about any difficulties you are having. As a trainee, you may also seek advice from the Australian Apprenticeship Centre (AAC) if you have questions relating to your traineeship/apprenticeship. Operations Manager, Training Services The Operations Manager Training Services has responsibility for all training delivered by the BSL Training Services department. You can contact the Operations Manager, Training Services on (03) 9288 9925. In some circumstances, the Operations Manager, Training Services may direct your query or concern to another more appropriate person.



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Notes

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