Client

Support Policy & Procedure

1. Policy
(When working with VET in Schools the IVET Institute and IVET Advanced Training (IVET) and the
school work together on all aspects of this policy and procedure to ensure the client and the learner
achieves the best possible result)
1.1 IVET is committed to the principle of maximising the outcomes and achievements of clients.
1.2 IVET employs an effective policy and procedure to support clients in successfully completing their
course within the scheduled timeframe.
1.3 IVET monitors client’s course progress and provides reasonable support where feasible and
appropriate through both internal IVET processes and the schools own internal systems.
1.4 IVET monitors client’s attendance in alignment with the schools attendance policy and procedures and
provides reasonable support where feasible and appropriate.
1.5 IVET will provide access to academic and personal/ welfare support services to all clients and when
working with schools will work with the school to maximize student outcomes.
1.6 By continuously and systematically monitoring clients’ academic progress/ attendance and adopting an
early intervention strategy, clients are given every opportunity and the required support services to
achieve their learning outcomes.
1.7 An early intervention strategy and continual monitoring refers to assisting clients at risk of not meeting
course requirements at the end of a study block, or earlier as part of continuous and systematic
monitoring and continual communication with schools.
1.8 IVET will provide clients with information to inform them of the support services available in a timely
manner.
1.9 IVET encourages learners with special needs to undertake its training courses and assist the school to
cater for these students.
1.10 Reasonable adjustment refers to measures or actions taken to making appropriate adjustments to
assessment processes whilst maintaining the integrity of the assessment outcome.
1.11 Clients are required to attend scheduled workshops / training sessions in alignment with the school
structures. However, where special circumstances make this impossible the client and school is
required to notify IVET via e-mail or telephone. Where applicable, a medical certificate may be
requested to verify reason for non-attendance and this will work in align with the schools attendance
requirements and continual monitoring of clients.
1.12 If a client misses a scheduled class/ workshop, it is his or her responsibility to:

Ø Inform IVET or the school of the absence in advance if known

Ø contact their trainer and obtain any materials/ work from the session missed
Ø follow-up on work missed as a result of being absent
Ø obtain assessment information presented in sessions in his/her absence
Ø inform his/her employer (if employed) of the absence
1.13 This policy and procedure applies to all clients enrolled in IVET courses and all staff employed as
trainers/ assessors and administration staff.
1.14 The Training Manager is responsible for implementing this policy and reviewing its effectiveness.

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Client support policy and procedure 7.1.2017 Version 1 - Approved by: CEO
This is not a controlled document when printed RTO numbers 40548 & 32413

1.15 This policy will be implemented in compliance with the requirements of the Standards for Registered
Training Organisations (RTOs) 2015 Standard 5.

Procedure

2. Client support services information

(When working with VET in Schools the IVET Institute and IVET Advanced Training (IVET) and the
school work together on all aspects of this policy and procedure to ensure the client and the learner
achieves the best possible result)
2.1 Course progress, intervention and client support services information and contacts are provided to all
clients via the Client handbook.
2.2 Clients are sent an enrolment form, language, literacy and numeracy test and learning style
assessment form. The enrolment process is also outlined in the Client handbook.
2.3 Clients are encouraged to seek assistance with any part of this process and to contact the IVET
Institute and IVET Advanced Training with questions.
2.4 Clients are provided course progress, intervention and support services information and contacts at
orientation.
2.5 Clients are encouraged to contact their trainer or other staff at any time during their course if they have
any questions, issues or are experiencing difficulties impacting their studies.
2.6 Clients are also provided access to their trainers outside of class time if they require support or
assistance. Each class is provided with their trainer(s) email addresses. Clients can also arrange
times to meet their trainer to access study support.
2.7 Clients who are experiencing personal/ welfare issues that are affecting their studies can contact the
Training Manager at any time during their course or the internal schools contacts.

3. Monitoring course progress

(When working with VET in Schools the IVET Institute and IVET Advanced Training (IVET) and the
school work together on all aspects of this policy and procedure to ensure the client and the learner
achieves the best possible result)
3.1 Trainers/ assessors regularly discuss attendance and progress on an individual and course basis and
report details to IVET management regularly.
3.2 Trainers/ assessors provide written feedback to clients about their assessment tasks within two weeks
of submission of tasks or earlier and this works in alignment with the schools internal processes
3.3 Trainers/ assessors may record any contacts made with clients in the interval between training
workshops on contact sheets in the clients file and this works in alignment with the schools internal
processes
3.4 IVET training and assessment staff and school staff monitor client’s progress in the following ways:
Ø by judging their responses to questions,
Ø by the type and nature of questions asked,
Ø assessing their ability to complete tasks to the required standard,
Ø assessing their ability to complete tasks within appropriate timeframes,
Ø by engaging clients in discussions
Ø asking clients if they require support with any aspect of their training or assessment
Ø by reviewing outcome of formative and summative assessments completed

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Client support policy and procedure 7.1.2017 Version 1 - Approved by: CEO
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Ø by monitoring attendance
Ø by monitoring participation

3.4b Course progress is monitored during and at the end of a study period. A Client is deemed ‘at risk’ if
they fall into one or more of the following categories:
Is judged as Unsatisfactory in one assessment in a pre-requisite unit
§
Is judged as NYC in a pre-requisite unit
§
Is judged as NYC in two units during or at the end of a study period
§
Is identified by a trainer as requiring intervention
§
Is unable to complete a course within the expected duration
§
Has an attendance pattern that is considered to be placing the client at risk of not
§
successfully completing the course within the scheduled timeframe.
§ Has a participation pattern that is considered to be placing the client at risk of not
successfully completing the course within the scheduled timeframe.
Ø IVET works with the school on these processes and utilizes all internal mechanisms a school
employs to help monitor progress of all clients
Ø IVET will work with the school on all aspects of course progress to assist all clients

3.5 If trainers identify that a client meets one or more of the above criteria they will initiate an intervention
strategy and or use the schools internal process and or contact IVET immediately.
3.6 The Training Manager also reviews clients’ course progress by reviewing units successfully completed
on the SMS on a weekly and or monthly basis.
3.7 Clients who are identified as at risk are invited to attend an intervention meeting or telephone
conversation with their trainer or a member of IVET or the school.
3.8 Clients are deemed to be satisfactorily progressing through their course (not ‘at risk’) if they do not fall
into the categories identified in item 3.4b of this procedure.
3.9 The Administration Manager is responsible for retaining all records associated with the implementation
and actioning of this policy and procedure in relation to maintaining and updating client records and
files. All assessment results will be recorded on IVET’s AVETMISS database.
3.10 IVET informs employers of client’s course progress (where appropriate) on a monthly basis.
3.11 Trainers/ assessors / schools are responsible for communication with clients and employers/
supervisors, recording progress and ensuring all records of attendance, submissions and progress are
maintained in alignment with the schools processes.

4. Monitoring attendance
(When working with VET in Schools the IVET Institute and IVET Advanced Training (IVET) and the
school work together on all aspects of this policy and procedure to ensure the client and the learner
achieves the best possible result)
4.1 Training staff record client attendance at each session and in alignment with the schools internal
systems regarding attendance.
4.2 It is a requirement for clients to attend all scheduled classes at the times indicated and in alignment
with the schools internal systems regarding attendance.

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Client support policy and procedure 7.1.2017 Version 1 - Approved by: CEO
This is not a controlled document when printed RTO numbers 40548 & 32413

4.3 IVET monitors clients’ attendance through regular communication with the school and provides
appropriate support to ensure successful completion within the scheduled period and assist trainers
with aspects of their course content and delivery schedule if and when required.
4.4 If a client is absent for 5 consecutive days of a full qualification or has a pattern of non-attendance they
will be considered ‘at risk’ of not completing their course within the agreed timeframe and intervention
strategies may be used to assist.
4.5 If a client’s attendance is affecting their ability to complete the course within the scheduled timeframe
(deemed at risk) they will be invited to an intervention meeting or telephone call with their trainer,
school and or RTO.
4.6 The schools keeps detailed attendance records and upon request can provide individually student
attendance records.
4.7 Although there is no set percentage of attendance to successfully complete the course, the IVET
Institute and IVET Advanced Training and school adopt the internal policies of the school to deem
competency by attendance.

5. Monitoring participation
(When working with VET in Schools the IVET Institute and IVET Advanced Training (IVET) and the
school work together on all aspects of this policy and procedure to ensure the client and the learner
achieves the best possible result)
5.1 Training staff record client participation and in alignment with the schools internal systems regarding
participation.
5.2 It is a requirement for clients to participate as per their course schedule and course requirements.
5.3 IVET monitors clients’ participation in conjunction with the school and provides appropriate support to
ensure successful completion within the scheduled period.
5.4 If a client does not participate as per their course schedule or has an erratic pattern of participation
they will be considered ‘at risk’ of not completing their course within the agreed timeframe.
5.5 If a client’s participation is affecting their ability to complete the course within the scheduled timeframe
(deemed at risk) they will be invited to an intervention meeting or telephone conference with their
trainer (or coordinator), school or RTO will occur.

6. Intervention
(When working with VET in Schools the IVET Institute and IVET Advanced Training (IVET) and the
school work together on all aspects of this policy and procedure to ensure the client and the learner
achieves the best possible result)
6.1 Face to face meetings are employed for clients who can attend a meeting. Telephone calls are
employed for clients in the workplace and/ or those that cannot attend meetings.
6.2 The purpose of the intervention meeting or telephone call is to identify the underlying reasons for the
unsatisfactory course progress/ attendance/ participation and initiate corrective action.
6.3 Intervention action is initiated at this meeting.
6.4 Depending on the underlying reasons for affecting the client’s course progress either academic and
personal welfare support services will be offered by either the school or the IVET Insitutte.
6.5 If a client does not respond to communication in relation to their course progress they will be notified in
writing of Institute’s intention to cancel their enrolment and withdraw them from their course.
6.6 If no communication is received after 20 working days the IVET Institute and IVET Advanced Training
and school will withdraw the client from their course.

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Client support policy and procedure 7.1.2017 Version 1 - Approved by: CEO
This is not a controlled document when printed RTO numbers 40548 & 32413

7. Intervention - Academic support

(When working with VET in Schools the IVET Institute and IVET Advanced Training (IVET) and the
school work together on all aspects of this policy and procedure to ensure the client and the learner
achieves the best possible result)
7.1 If the underlying reasons for unsatisfactory course progress are in relation to academic issues/
language, literacy and numeracy school and RTO staff will attempt to assist the client where feasible
by:

Ø Providing access to training and assessments staff

Ø Reviewing learner materials with the client
Ø Re-phrasing explanations
Ø Providing information in a context that the client understands
Ø Providing extra time to complete tasks
Ø Providing access to supplementary reference materials
Ø Providing supplementary exercises to develop understanding
Ø Providing access to calculators
Ø Providing access to dictionaries
Ø Providing information in larger text
Ø Arranging access to computers with relevant software
Ø Arranging access to modified resources
Ø Providing access to internal/ external academic support staff
Ø Adjusting the clients timetable and/ or course schedule
Ø Providing opportunities to re-attempt assessments
Ø Providing opportunities to undertake additional units to catch up
Ø Providing guidance with organisation/time management skills
Ø Negotiating a plan with the client to enable completion of tasks

7.2 If the client has learning/ academic issues that staff cannot address then the client may be referred to
external organisations for assistance where feasible.

8. Intervention - Personal/ welfare support

(When working with VET in Schools the IVET Institute and IVET Advanced Training (IVET) and the
school work together on all aspects of this policy and procedure to ensure the client and the learner
achieves the best possible result)
8.1 If at the Intervention meeting or during the telephone call with the client, he/ she identifies that the
issues affecting course progress are personal/ welfare related issues the trainer, school and RTO will
refer the client to external support services.
8.2 If the client has personal issues that do not require support services the trainer may make adjustments
to the training program to facilitate learning and achievement. E.g. starting earlier/ later or finishing
early to accommodate domestic arrangements.

9. Special Consideration
(When working with VET in Schools the IVET Institute and IVET Advanced Training (IVET) and the
school work together on all aspects of this policy and procedure to ensure the client and the learner
achieves the best possible result)

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Client support policy and procedure 7.1.2017 Version 1 - Approved by: CEO
This is not a controlled document when printed RTO numbers 40548 & 32413

9.1 Clients experiencing difficulty attending or completing work requirements because of circumstances
beyond their control will be given special consideration and support to assist them to achieve the
intended outcomes of the course or program they are undertaking.
9.2 Circumstances beyond a client’s control may include (but not exclusively) the following: transport
issues, family commitments, medical considerations and funerals.
9.3 Special consideration may lead to adjustments to timeframes for submission of assessment tasks and
this will be implemented in accordance with and in alignment with the schools systems.

10. Intervention meetings/ telephone calls

(When working with VET in Schools the IVET Institute and IVET Advanced Training (IVET) and the
school work together on all aspects of this policy and procedure to ensure the client and the learner
achieves the best possible result)
10.1 For clients with academic issues, an intervention strategy is negotiated by the trainer, school, RTO and
client at the intervention meeting or telephone call. This is provided to the client in writing and signed
where feasible.
10.2 For clients with personal/ welfare issues the internal/ external welfare support officer will advise the
trainer of the implications of the issue. The issue will remain confidential. The internal or external
welfare officer will maintain documentation of the underlying issue. An intervention strategy is
negotiated by the trainer and client at the intervention meeting or telephone call. This is provided to
the client in writing and signed where feasible.
10.3 The internal/ external welfare officer will liaise with the trainer throughout the process.
10.4 The client (with either personal welfare or academic issues) will attend a review meeting or telephone
call every two weeks with their trainer. The effectiveness of the intervention strategy is monitored and
adjusted if necessary.
10.5 Each meeting/ call, agreement, adjustment and communication in this process is documented and
placed in the clients file or are in alignment with the schools internal systems.
10.6 Intervention meetings take place as soon as possible and within 10 working days of clients being
identified ‘at risk’ or are in alignment with the schools internal systems.
10.7 A revised course schedule, study and/ or participation/ attendance arrangements, delivery and
assessment arrangements may be negotiated with the client (where appropriate).
10.8 Workplace supervisors are contacted where appropriate and informed of the client’s course progress,
intervention and implications (where appropriate).
10.9 Appropriate staff contribute to client’s intervention strategies or in alignment with the schools internal
systems.
10.10 The guidelines in the unit of competency are accessed along with the regulator for guidance/
information on allowable adjustment/ adjustments to assessment (where appropriate).

11. Intervention – completion

(When working with VET in Schools the IVET Institute and IVET Advanced Training (IVET) and the
school work together on all aspects of this policy and procedure to ensure the client and the learner
achieves the best possible result)
11.1 The intervention strategy will last for as long as appropriate or as in alignment with the schools internal
systems and in conjunction with the RTO.

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Client support policy and procedure 7.1.2017 Version 1 - Approved by: CEO
This is not a controlled document when printed RTO numbers 40548 & 32413

11.2 The client is required to abide by the strategy negotiated or the Institute may cease provision of the
services/ arrangements or this will be implanted in alignment with the schools internal systems and in
conjunction with the RTO.
11.3 Clients who fail to abide by the terms of the agreement or after intervention do not achieve satisfactory
course progress are invited to a meeting (telephone discussion) with the trainer, Training Manager,
RTO and or school.
11.4 At the meeting the reasons/ circumstances are identified and the Training Manager (with input from
appropriate internal/ external stakeholders) will decide whether to implement another intervention
strategy and inform the client of Institute’s intention in writing.
11.5 If the decision is to not enter into another intervention strategy or withdraw the client from the course,
clients are sent a letter informing them, along with their right to appeal the decision by accessing IVET
complaints and appeals policy within 20 working days. This process will be discussed with the schools
representative to ensure the students academic needs are still be addressed.
11.6 If a client does not respond to communication in relation to their course progress they will be notified of
the IVET Institute and IVET Advanced Training and schools intention to cancel their enrolment and
withdraw them from their course.
11.7 If no communication is received from the client after 20 working days IVET and the school will
withdraw the client from their course.

Documents to be employed when implementing this policy and procedure:

Ø Enrolment documentation
Ø Client information handbook
Ø Orientation documentation
Ø Learning and assessment materials
Ø Learning and assessment strategies
Ø Staff induction documentation
Ø Marketing materials
Ø Meeting agendas & minutes
Ø Intervention recording form
Ø Training and assessment policy & procedure

Revision history
Creation/ Comment Created/ Revised by
Revision Date
1/12/14 Policy and procedure created CEO
9/6/2015 Policy and procedure reviewed CEO
14/6/2016 Policy and procedure reviewed CEO

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Client support policy and procedure 7.1.2017 Version 1 - Approved by: CEO
This is not a controlled document when printed RTO numbers 40548 & 32413