your student guide -...

YOUR STUDENT GUIDE

AN INTRODUCTION TO TRAINING

Arrow Student Guide SA 2014 V2

2

Table of Contents

Section 1 – This is who we are .................................................................................................... 3

Section 2 – Introducing Skills For All ......................................................................................... 4

Section 3 – Fees and Charges..................................................................................................... 8

When are fees and charges invoiced? ............................................................................... 8

Section 4 – Let’s talk about you ............................................................................................... 10

What’s in it for you? ................................................................................................................ 10

Contact with Arrow ................................................................................................................ 10

Your enrolment process ........................................................................................................ 11

How will you learn? ................................................................................................................ 11

Flexibility in training ................................................................................................................. 11

Reasonable adjustment ........................................................................................................ 12

What if I need help? .............................................................................................................. 12

Student support, welfare & guidance services ................................................................ 12

Section 5 – Rights and responsibilities .................................................................................. 13

What are your responsibilities ............................................................................................... 13

Change of circumstances.................................................................................................... 13

Absenteeism ............................................................................................................................ 13

Access to your records .......................................................................................................... 14

Assessment ............................................................................................................................... 14

Extension ................................................................................................................................... 14

Suspension................................................................................................................................ 15

Arrow’s expectations of you ................................................................................................ 15

Section 6 – What’s a traineeship and how is it different? ................................................... 17

Why would I want to complete a traineeship? ............................................................... 17

What are your employer’s responsibilities ......................................................................... 18

Employers are required to: ................................................................................................... 18

Non-compliance of your employer .................................................................................... 18

Section 7 – Let’s talk .................................................................................................................. 20


3

Section 1 – This is who we are

Congratulations on being part of the most enjoyable, interactive and relevant

training experience!

We do things differently. We really want people to be their best. We create a totally

enjoyable training experience that lets you grab the skills and qualifications needed

to succeed. We’ve got a great reputation for delivering innovative training solutions,

because we’ve been helping people be their best since 1998. Learning with us

promises to be an experience you won’t forget. One you’ll want to do again and

again. From classroom to fieldwork, from textbook to life-grabs, from online to

YouTube, you’ll have the time of your life.

We understand what you need. We know that for learning to stick with you, it’s got

to be engaging. We also believe it should be fun. Yes, fun! Everyone has different

needs, levels of ability and reasons for up-skilling. By increasing your workplace skills

and knowledge, you’ll be racing along the ‘pathway’ of professional development.

That’s why we are results focused too, and deliver the highest training standards with

a real passion for your success. A passion to give people real skills for real success in

the real world.

For more information about what it means to be part of the Arrow experience

please visit our website at www.arrowtrainingservices.com.au.

Further information about how we do things at Arrow and more in depth information

regarding all things training, please see our National Student Guide and remember,

if you still have questions or concerns, ask anyone at Arrow. We are here to help you

succeed!

http://www.arrowtrainingservices.com.au/


4

Section 2 – Introducing Skills For All


5


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7


8

Section 3 – Fees and Charges

Count me in! I am eligible. How much does it cost?

From 2 July 2012, many Skills for All courses will be fee free. If you’re eligible for a Skills

for All training place, you will pay no course fees at a Skills for All Training Provider for:

nationally recognised certificate I and II level courses

accredited courses to improve reading, writing, numbers and computer skills

courses determined to be priorities for the State.

Skills for All Training Providers may charge course fees for certificate III, IV, diploma

and advanced diploma courses and Skill Sets.

Arrow will charge the following amounts for courses at Certificate III level and above

for those students eligible for a Skills For All subsidy. The Total Course Fee covers all

charges to the student for the delivery of the Course, including items that are

consumed as part of the teaching and assessment.

Qualification Code Qualification Name Total Course Fee Payable

BSB30110 Certificate III in Business $1500

SIT30707 Certificate III in Hospitality $1000

TLI31610 Certificate III in Warehousing

Operations $0

BSB40207 Certificate IV in Business $2000

BSB51107 Diploma of Management $1000

BSB50207 Diploma of Business $1000

When are fees and charges invoiced?

There are two separate invoices raised for students who participate in training not

fully subsided or fee for service. The total fee payable is split into two equal

payments. The first invoice is raised at the commencement of the training and a

second invoice is raised at the completion of the qualification where course fees

exceed $1000. Where course fees for skill sets do not exceed $1000 and invoice for

50% of the total will be raised at time of enrolment and 50% at week 4 of the course.

Payment must be received by the 30 day period for the training to continue. If the

payment has not been received this may suspend your training until payment has

been received.

Refund policy

We will grant a partial or full refund in the following circumstances:

Where Arrow Training Services cancels a course, a full refund will apply.

You formally advise Arrow of withdrawal prior to training commencing.

Where the student formally withdraws from a course, the refund will be calculated pro rata for any units not commenced.

Where the enrolled course is based on Fee for Service and no tuition fees apply,

the refund will be calculated pro rata for any units not commenced training in

and 50% for any unit that the student has commenced but not completed.


9


10

Section 4 – Let’s talk about you

What’s in it for you?

Training completed with us is nationally recognised – which means you can

take the skills you learn anywhere in Australia (or New Zealand) and be

recognised for them

Training gives you the opportunity to enhance your current skills or learn brand

new ones

Training gives you the confidence to achieve your goals – both personal and

work related

Training can lead to great employment opportunities – whether that is an

internal promotion or a whole new career

Contact with Arrow

The team here at Arrow are committed to providing a stress-free training service to

you and your employer (if you have one).

Your first contact with Arrow will be through one of our information sessions for public

courses or our State Manager for traineeships they will help you through the

enrolment process, provide advice on fees and charges and give you support to

ensure the process happens as seamlessly as possible.

Your dedicated State Manager will also be responsible for liaising with the Australian

Apprenticeship Centre (AAC) if you undertake a traineeship, as well as our internal

training and product development departments to make sure your training program

gets underway successfully.

Your employer (if you’re completing a traineeship) will be allocated a dedicated

trainer who will become your number one contact throughout the training program.

Your trainer will be responsible for scheduling and re-scheduling (if necessary)

training appointments, confirming monthly appointments with you and your

employer via phone and email and sending SMS reminders the day before to you.

At Arrow we only employ trainers with extensive industry knowledge – your industry

as well as ours. You will be allocated a training professional who will educate,

engage and inspire you to be the best you can be. Your trainer is responsible for:

Delivering training and assessment in accordance with the training plan

Meeting with you to discuss your progress in relation to the training plan

Documenting the training and assessment provided in reference to the

competencies

Once you have decided on the qualification and negotiated a suitable training

plan, prior to any formal training or assessment, you will be subject to a couple of

reviews for us to determine the best possible training and assessment you require.


11

Your enrolment process

After you have been provided with comprehensive information about your training

program your trainer will arrange for you to complete your enrolment.

You will fill in an enrolment form which includes contact information and asks

questions about your education background and reasons for you completing

training. Some of this information is gathered as statistics by the Government and of

course Arrow uses your contact information to contact you as required for the

duration of your training program.

At this time your trainer will also explain the National Student Guide and anything

specific to training in South Australia and talk to you about your training schedule or

training plan.

Trainee’s have a schedule which shows how often you are required to have contact

with your trainer.

Public Courses have a training plan and timetable which shows class days for study

and assessments.

This is a great opportunity for you to ask any questions you may have about anything

to do with the training you are about to start.

We want you to feel like you have all the information you need before we get into

the fun learning stuff!

How will you learn?

Depending on what sort of training you are completing there will be differing

amounts of trainer contact time. You may be completing most of your training

online, by correspondence, through one-on-one training sessions with your trainer or

in group sessions with other participants involved too.

Your trainer will be able to explain to you during your enrolment process what sort of

contact time you can expect.

Flexibility in training

In everything we do we take your best interest into account. The way we deliver our

training, the way we assess you and the units chosen and all flexible. The model

chosen for you is based on what is best for you.


12

Reasonable adjustment

Reasonable adjustment is designed to ensure that all people are treated equally in

the assessment process – this means that, wherever possible, Arrow will make

adjustments to the assessment process to meet the individual needs of the student.

These adjustments may include:

Making learning materials and methods accessible

Adapting the physical environment and/or equipment

Making adjustments to the procedures for conducting assessment

Making adjustments to the evidence gathering techniques

Making adjustments to the training resources

What if I need help?

Student support, welfare & guidance services

Arrow aims to ensure all students are provided with the support needed to maximise

their learning opportunities. An Arrow trainer is able to provide referrals on request to

a range of services and professional bodies and associations including personal and

career advisory/counselling services. Some of the support services available in

Victoria are;

The Reading and Writing Hotline

This is a key starting point to find out what courses might be available near you.

Ph: 1300 6555 06 www.literacyline.edu.au/

SA Council of Adult Literacy

www.sacal.sa.edu.au

Beyondblue is a national, independent, not-for-profit organisation working to

address issues associated with depression, anxiety and related substance misuse

disorders in Australia.

www.beyondblue.org.au

http://www.literacyline.edu.au/

http://www.beyondblue.org.au/


13

Section 5 – Rights and responsibilities

What are your responsibilities

You must make every reasonable effort to:

acquire the skills of the vocation

obtain the appropriate qualification as per the training

plan

accept instruction and training in the vocation

provided your employer and Arrow

attend scheduled training or advise your trainer if you

will be absent

actively participate in each training session

complete learning activities, workbooks, projects and any other assessment

tasks

advise your trainer if you are having difficulties with the tasks set or you feel

you need some extra help or support

Change of circumstances

Please advise your trainer of the following:

If you change your name or address

If you leave your employer

If your hours of work are reduced or changed

If you are unable to attend class or assessment

Absenteeism

For Traineeships If you continually miss scheduled training sessions we are obligated

to inform an Apprenticeship Field Officer who may investigate the matter further. At

all times we will endeavour to re-schedule missed appointments where possible and

to maintain monthly contact with you.

For Non-Traineeships Your course requires all of your attention and missing sessions

will hamper your progress. We know life can intervene sometimes and make it

difficult for you to attend. If this happens please notify your trainer or the Adelaide

Office (08) 8271 977 so that we can arrange a time for you to catch-up any missed

sessions. If you do not contact us we may believe that you are no longer interested

in completing your course and this could result in you losing your place.


14

Access to your records

If you request to see your training records, we will happily oblige!

There is no cost to you associated with Arrow re-issuing a qualification or statement

of attainment which has been previously issued to you. Please contact the Arrow

office in your state to enquire.

Assessment

Arrow, regardless of whether through a training and assessment pathway or

assessment-only pathway, will:

comply with the ‘Assessment Guidelines’ included in the applicable

nationally endorsed training packages or the assessment requirements

specified in accredited courses

lead to the issuing of a ‘Statement of Attainment’ or qualification under the

AQF when you are assessed as competent against nationally endorsed

unit(s) of competency in the applicable training package or modules

specified in the accredited course

comply with principles of validity, reliability, fairness and flexibility

provide for you to be informed of the context and purpose of the

assessment and assessment process

where relevant, focus on the application of knowledge and skill to the

standard of performance required in the workplace and cover all aspects

of workplace performance, including task skills, task management skills,

contingency management skills and job environment skills

involve the evaluation of sufficient evidence to enable judgments to be

made about whether competency has been obtained

provide you with feedback about the outcomes of the assessment process

and guidance on future options; and provide for reassessment on appeal.

Extension

If you require extra time, over and above the nominal duration of the training plan,

you will need to discuss this with your employer/trainer who can apply for an

extension via your AAC. We will make all reasonable provisions, such as scheduling

extra training sessions and providing extra coaching and support, to ensure you

complete within the specified duration of their training plan.

Extensions must also be applied for if you are unable to complete the structured

training (applicable to students on a traineeship) prior to the nominal completion

date of the training contract. Again your employer can apply for an extension via

your AAC.


15

Suspension

At times it may be necessary to suspend a training contract for a specified period of

time due to instances such as, but not limited to; illness, changes in work demand,

extended leave. The training contract can only be suspended with the permission of

the Traineeship and Apprenticeship Services

Phone: 1800 673 097

Email: [email protected]

Leaving your employment

If you leave your employment prior to completing the structured training, Arrow will

offer to continue training to you outside of the workplace so that you can achieve

the specified qualification.

Arrow’s expectations of you

Your trainer will expect you to show a commitment to the training you are

undertaking by:

attending all scheduled training or advising if you are unable to attend

completing all required activities within the timeframes advised

submitting work that is yours

submitting work that you are proud of (the best you can do!)

ask for help if you feel like you need it

What are Arrow’s responsibilities?

In addition to anything and everything in the National Student Guide, Arrow will work

closely with you and your employer (if you have one) to establish your needs and

deliver a training plan to meet these required needs.

We will ensure that you and any other parties who may be involved in the training

and assessment process are engaged in the development, delivery and monitoring

of the training and assessment. This means we provide training and advice to meet

the needs of all stakeholders throughout the training period.

We will also ensure that you are fully informed about the training, assessment and

support services to be provided, and about your rights and obligations prior to

entering into a training agreement with Arrow.

We will also:

undertake a recognition of prior learning (RPL) process, when required, for you

assist yourself and your employer to develop and deliver a training plan that

matches the job role and expectations

assess the achievement of competencies including seeking your confirmation

of competence, where applicable

provide additional learning support if required

mailto:[email protected]


16

ensure the regulations on fully workplace based delivery are complied with,

such as ‘structured training requirements’ for traineeship situations

conduct monthly contact sessions with you to :

1. Monitor progress against the training plan

2. Monitor and document the training/learning activities undertaken

during the withdrawal time for previous month

3. Record the dates and time period logged as withdrawal time in the

previous month

These monthly contact sessions can include worksite visits, phone calls, webinars or

contact via email.


17

Section 6 – What’s a traineeship and how is it different?

In addition to the requirements required

under the Traineeship and Apprenticeship

Services employees undertaking a

traineeship also have certain obligations

that must be met. (If you are not

conducting training under a traineeship,

then skip to the next section).

Why would I want to complete a traineeship?

Traineeships are a stepping stone to a career in

industry and are suitable for South Australians of

all ages who are interested in jobs with career

prospects. For example, a person wanting to

progress beyond a junior office-based role may

complete a traineeship in business, which opens

up a wider field of employment offering a

range of opportunities. Traineeships are

recognised by industry in general as an entry level for introducing new staff into the

workforce.

A training plan under a traineeship must be agreed to and signed within 4 weeks of

the commencement of the training contract.

Structured training can commence prior to a training plan being signed but it must

be signed within four weeks of the structured training commencing.

As with any map, deviations can occur, these can be due to:

the assessment methods and training delivery modes may not be as suitable as

originally anticipated

the training needs of your organisation may demand a unit to be trained and

assessed sooner than originally planned

we may find group-training delivery has been more effective than one-on-one

instruction

timeframes for the achievement of competency may need altering due to

annual leave, student aptitude or organisational workload.

If any deviations or changes to the training need to occur, all parties must agree to

the deviation or change. These changes must be documented and signed off by all

parties.


18

What are your employer’s responsibilities

Your employer has a role in your training too. It is up to them to:

providing training in the day-to-day tasks required of the your job

explain clearly to you the way you are to be involved in the business and the

way in which the performance of your set tasks builds your knowledge and

ability to eventually perform as a fully qualified worker

provide adequate supervision and give the appropriate tools, materials and

instruction to both work and learn effectively

release you for regular training sessions

provide a workplace with is safe and clearly identifies hazards; keeping regular

updates of risk management strategies

ensuring that you not only gain the hands-on experience necessary to your

development, but that you have every opportunity to complete your

structured training if you are completing training under a traineeship

adhere to the conditions in the relevant employment agreement or award

allocating a supervisor who will be responsible for:

1. monitoring and discussing training progress and any related issues

2. assisting in the development of the training plan

3. assisting in the scheduling of structured training visits

4. discussing training plan progress with your Arrow trainer

5. mentoring and coaching you as required

Employers are required to:

Ensure that, if the trainee is to receive off-the-job training at an RTO, they are

allowed to attend training classes (this is paid time).

Non-compliance of your employer

It’s easy for your employer to get caught up in the running of their business and

sometimes this can affect the training you are undertaking. If this occurs, Arrow is

committed to raise any concerns with your employer or the workplace supervisor

first, to discuss how we can meet our obligations to you, as set out in the traineeship

agreement.

It is important for you to know, that we have an obligation to notify an

Apprenticeship Field Officer, if we are unable to resolve a matter with your

employer, or yourself (as the trainee). Situations which may prompt this action can

include:

not meeting structured training withdrawal obligations

any action which can potentially affect the completion of a traineeship within

the contracted time period, including:

consistent inability to be released for scheduled training sessions

constant workplace absenteeism


19

If you are unsure of your obligations under a training contract, or you have any

concerns regarding the training you are receiving, it is best to contact us first on 1300

737 977.

If we are unable to satisfy your query, contact your Apprenticeship Field Officer or

the Traineeship and Apprenticeship Services TAS

Phone: 1800 673 097

Email: [email protected]

Who’s the AAC and what do they do?

Australian Apprenticeships Centres (AAC’s) are contracted by the Australian

Government to provide one-stop shops for employers seeking to hire trainees or

apprentices.

AAC’s:

Provide assistance to employers, Australian Apprentices (you) and training

providers (us) throughout the duration of the Australian Apprenticeship

Market and promote Australian Apprenticeships in the local area

Administer incentive payments to employers

Work with the State and Territory Training Authorities to provide an

integrated service

Establish effective relationships with Job Services Australia providers, Group

Training Organisations, Registered Training Organisations (RTOs), schools

and community organisations

AAC’s provide information, administration services and support to employers and

Australian Apprentices. They assist with the signing of training contracts and also,

assess, approve and process the payment of Australian Government incentives to

eligible employers.

The AAC is also responsible for processing your extension or suspension if you find it

difficult to complete your training within the original time frame.

For more information please visit: www.australianapprenticeships.gov.au

mailto:[email protected]

http://www.australianapprenticeships.gov.au/


20

Section 7 – Let’s talk

Feedback – what, when and how

You will be asked to provide Arrow with feedback regarding

your training program throughout the duration of your training.

This feedback can come in many forms; your trainer may ask you questions during

an informal conversation, you will be asked to complete a survey or questionnaire at

least once during each training program. The feedback you provide is invaluable to

us, we do take into account your opinions and suggestions for ways to improve our

training programs. All your feedback is collected anonymously so you should

definitely always tell us what you are thinking – good, bad or indifferent!

Your trainer will also provide you with feedback throughout your training program.

This feedback will relate to the work you are submitting for your assessments. You will

be advised when you have successfully completed each unit of work and been

awarded a competent result.

Feedback will be provided to you a number of ways too; you may receive written

feedback or feedback may be discussed during a conversation with your trainer.

Throughout the training and assessment process your employer will be provided with

ongoing verbal feedback with regard to your performance. Upon completion of unit

assessment you and your employer will be advised of the assessment outcome in the

form of an Assessment Report, which indicates the assessment result as ‘Competent’

or ‘Not Yet Competent’. You and your employer will be asked to validate this result

by signing an assessment report for each unit assessed.

As you continue to develop and acquire skills the trainer will provide your employer

with ongoing feedback of your progress.


21

CONGRATULATIONS!!

You have officially made it to the end of your student guide!

Please make sure you keep this in a safe place just in case you need to access it in

the future.

You can ask your trainer, at any time, to explain any sections of this guide or the

National Student Guide and as always feel free to contact the Arrow office for

further information.

Contact details at www.arrowtrainingservices.com.au

Good luck for your upcoming training

program!

http://www.arrowtrainingservices.com.au/

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