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Follow the student journey Archives - Impact Workforce Training Group

May 07
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RTO Enrolment Guidance

By | Become an RTO, Enrolment for RTOs, Follow the student journey - Enrolment, Follow the student journey for RTOs, How to setup an RTO, How to start an RTO, Register an RTO, RTO Business Planning, RTO Compliance, RTO Consulting, RTO Enrolment Guidance, RTO Info, RTO Internal audits - Enrolment, RTO Registration made easy, RTO setup experts, RTO specialists, RTO Validation, Validation | No Comments
RTO Enrolment

RTO Enrolment – Follow The Student Journey

Following The Student Journey Part 2 – RTO ENROLMENT

Following The Student Journey Blogs will allow you to quality assure your RTO. This is part 2 of a 6 part Blog update.

Last week we looked at Marketing and Recruitment – The first phase in the students journey.

This week we will look at Enrolment – The second phase in the student journey

ENROLMENT

As part of the enrolment process RTOs are responsible for informing and protecting students, protecting pre-paid fees by students, and providing credit for prior studies. It ensures  accurate advice is provided about a course to ensure it meets the needs before enrolment; that the student can understand all details associated with the course, their rights and obligations to make a more informed decision prior to enrolment.

We ask you to consider and ask yourself the following questions:

  1. Does your pre-enrolment information or enrolment agreement include the code, title and currency of the training product the student is or may be enrolled in as set out on training.gov.au?
  2. Does your pre-enrolment information include the expected duration time? (in all modes of delivery)
  3. Does your pre-enrolment information state all training and assessment locations? (all venues and delivery sites)
  4. Does your pre-enrolment information state all the delivery modes (a mix of delivery modes is required to accommodate for differing learner cohorts and experience levels)
  5. Does your pre-enrolment information state all work placement arrangements?
  6. Does your pre-enrolment information include information about any third-party arrangements for the delivery of the training and assessment and the contact details for the third parties. (only required if a 3rd party is utilized – Should you use a 3rd party to deliver your services, a robust 3rd party agreement should be developed and included on all enrolment information).
  7. Does your pre-enrolment information include information about educational and support services available to students: Considerations should include, developing an LLN Checklist/Test, Student Handbook, Support Services Policy, Code of Practice?
  8. Does your pre-enrolment information include information on potential implications for students accessing training subsidies or entitlement programs?
  9. Does your pre-enrolment information clearly state the organisation’s responsibilities to the students, including that the training organisation must; provide quality training and assessment, comply with the Standards for RTOs 2015, issue AQF certification?
  10. Does your pre-enrolment information include information on the rights of students, including; a complaints and appeals process, requiring a Complaints and Appeals Policy, Complaints and Appeals Register, Complaints and Appeals Form, a Complaints & Appeals Flowchart may be developed as an easy overview to educate your proposed staff on the process. Your Code of Practice should include this information, your Complaints & Appeals Policy should be placed on your website.
  11. Inability to deliver services – What happens if your organisation or a third party is unable to deliver the training and assessment? (What is your mechanism to safeguard this option?, what is your proposed RTO policy on your training and service guarantee, should a 3rd party not fulfill the service, the RTO closes or the RTO ownership changes hands?). Develop a Training Guarantee Policy, which should also be addressed, in part, in your Code of Practice
  12. Resources and Work placements – The pre-enrolment information or enrolment agreement includes information on resources and work placements including; anything a student needs to enrol in and complete the training and assessment (such as resources they will need to supply eg PPE, notepads, pens), whether students are required to source their own work placements (make it clear if work placements are required and who is responsible for sourcing, a comprehensive 3rd party/workplace supervisor agreement should be developed if this option is required).
  13. Does your organisation have a process for assessing whether each training product is appropriate for potential students. This includes if the mode of delivery is suitable for the students needs, if the level of the training product is appropriate for the students existing skills and abilities (Basic, intermediate or advanced skill level should be considered).
  14. Fees and refunds should address – all relevant fees a student will need to pay over the term of their enrolment, payment plan options, payment terms and conditions, including deposits and timeframes for payment (an RTO upfront learner fee threshold is $1,500, total fees can be taken but measures need to be in place for protection of fees. Payment plans may be considered as another option in this area).
  15. Refund terms and conditions, including if the student initiates the termination of enrolment, or the RTO is unable to provide the agreed services (Development of a refund policy including under what circumstances substantiate a refund and how administratively this will be affected).
  16. Learners’ rights as consumers including cooling-off periods. (A cooling off clause should be evident in your Learner Rights Policy).
  17. Fee and refund information considerations – What will your refund policy look like, what fees will be paid upfront, what happens on a cancellation of a course, what is the mechanism should a student be unable to complete a course due date, what circumstances will you consider a refund will be granted?
  18. Credit Transfer – who will authenticate AQF certification documentation from another RTO? What information will be presented to learners on this subject and what documents will it be included in? – eg Code of Practice, Enrolment Agreement)

Part 2 complete.

More next week.

Call us now to assist you to Become an RTO on 1300 933 037

We would love to help! www.impactworkforce.com.au

May 04
0

RTO Marketing & Recruitment Guidance

By | Become an RTO, How to become an RTO, How to start an RTO, Register an RTO, RTO Business Planning, RTO Compliance, RTO Consulting, RTO set up | No Comments

RTO Marketing & Recruitment – Follow The Student Journey Part 1

Following The Student Journey Blogs will allow you to quality assure your RTO. This is part 1 of a 6 part Blog update.

MARKETING & RECRUITMENT (This is known as the 1st phase of the students journey)

This area focuses on a student’s experience of marketing and recruitment into the courses and programs you will offer. RTOs are responsible for providing accurate and accessible information to prospective and current students about RTO services and performance. This includes when these are published or distributed by third parties, such as educational agents or trainers and assessors who work on your organisation’s behalf.

 In this part you should review your proposed organisation’s marketing and advertising materials, and the processes that you have in place to ensure your marketing and advertising materials are appropriate and the student has been informed via clear, accurate and readily accessible information to allow them to make informed choices about the training that may best suit their needs.

Here are some considerations and questions to ask yourself on the 1st phase of the student journey (Marketing & Recruitment)

  1. Does your marketing material accurately represent the organisation and the services provided to all students? (eg Website, Social Media, Your Student Information & Enrolment Form, Flyers, Brochures).
  2. Does your marketing material identify a space where the RTO code will be inserted if registration is granted? (eg already developed student information and enrolment forms, brochures, flyers, website).
  3. All marketing material only includes testimonials, photos and references to other organisations or people if their consent has been recorded. (eg consent forms from people whose image you may use in the brochures, social media and flyers you have developed) (Do you have a consent form???)
  4. Does all your marketing material only use the Nationally Recognised Training (NRT) logo in accordance with Schedule 4 of the Standards for RTOs 2015. (eg this logo is restricted in its usage therefore this must be demonstrated that it will be used correctly, where, how and when, possibly in a sample marketing plan and a specific policy for NRT usage). You will also be required to read schedule 4 to become familiar with the requirements.
  5. Does all your marketing material clearly identify all third parties used by the organisation and their role (i.e. if the third party is used for recruitment, training and assessment, and so on – If you plan to use a 3rd party you must show evidence that you have developed a comprehensive 3rd party agreement.
  6. Does all your marketing material make it clear where training and assessment is being delivered on your behalf (eg should you be using a 3rd party to deliver your services this is noted in your marketing material ie flyers, website, student information brochures).
  7. Does all your marketing material only advertise current training products with the correct title and code as published on training.gov.au? (points to note: who will be responsible for checking and reviewing the currency of the units of competence?, what is the process method should changes in the training package occur?, Who will be informed and how? )
  8. Your marketing material should not guarantee:· a licensing outcome, unless this outcome has been confirmed as appropriate by relevant industry regulators in the jurisdiction, an employment outcome, successful completion of the training product. A ‘Guarantee Policy’  should be developed to accommodate for this area, A Policy and Procedures Manual, Code of Conduct and Training & Assessment Strategy and possible Student Handbook, Information Brochure should be developed and highlighted in these pieces of documentation.
  9. All your marketing material includes details of any government or financial support arrangements the student will be required to access during enrolment. (eg flyers and brochures, student information brochures should be developed to incorporate this information to ensure that the student has all the appropriate information prior to the course).
  10. Describe the review process you will have in place to ensure that any marketing, promotional or advertising material that your organisation will publish or distribute is current, factual and appropriate for your intended clients and how it will be managed? A Marketing Review Policy may need to be developed in your Policy and Procedure Manual. This should include the process used to monitor material published and distributed on your behalf by other organisations. Consider who will review, who will approve the material and how you will disseminate this information to your team. Consider when changes are made to your Training and Assessment Strategy how does that feed back into the marketing materials and vice versa?
  11. What staff member will be responsible for checking the accuracy and currency of information before it is published?
  12. Who will be responsible for approving all new materials and promotional materials?
  13. Have you considered a marketing materials register, that will show all approvals and changes made?
  14. What form of method do you use to collect data, information and feedback from clients/students to say they have/will receive the services you will / have provided?
  15. Develop and review a course evaluation form/Stakeholder evaluation form
  16. Permission slips/consent forms may need to be developed to show evidence should you use a name, company or person on your website or flyer. (Testimonials must show evidence of permission)

That completes Part 1

More next week