Quality Assurance & Auditing

PURPOSE

To ensure that a process of continuous improvement is adopted and implemented throughout CMC - Training at Work's programs and systems and that all stakeholders are identified and notified of this process and outcomes.

POLICY

General

All staff are made aware of the external standards (AQTF, GTO and ESOS), legislative and contractual requirements pertaining to the state and course offers they train and assess in.

Staff are required to self-audit the records they maintain.

Program coordinators and state managers are responsible for working with the National Administration and Business Managers to ensure adequate and accurate records are kept and maintained at all levels to meet internal and external reporting requirements.

New Policies

New policies, processes and procedures or changes to existing ones are discussed, clarified and circulated to all management and staff as per the Communication Policy.

Continuous Improvement

A Continuous Improvement Database is maintained in iQual to enable central reporting of short, long and preventative actions. Events are recorded where a stimuli results in policy, procedural or process change. Information is logged from a variety of sources including self-assessments, audits, continuous improvement forms, evaluations, grievances, meeting minutes or feedback by any means.

A continuous improvement suggestion form is available for all CMC staff. Staff can use this form at any time to suggest an area for improvement. Suggestion forms are to be given to the relevant state manager who will review the suggestion and then hand it on to the Head Office for logging. Suggested changes are to be brought to the next management meeting for discussion.

Gathering Feedback & Reporting on Results

An annual review of service provision and client satisfaction will be sent to, analysed and reported to the following
groups:

• Students and employers - via a survey sent by mail, distributed by assessors, sent by e-mail and/or sent with the quarterly newsletter.
• Staff via email or at a staff meeting.
• Results will be published in newsletters which are posted in the mail and on our website.
• Recommendations are made and itemised in the survey summaries. These recommendations are then recorded on the Continuous Improvement database register.

Training Services

Evaluations of training services are undertaken throughout the year. This takes the form of telephone surveys, student and employer exit surveys and evaluations gained at workshops, classes and tutorials.

Survey results are collated quarterly on a state basis by the relevant state manager. The state manager will report results back to the management meeting for discussion and present results to the staff team at the next meeting. Survey results reports must be stored at the Head Office.

Results of evaluations collected at sessions are collated by the trainer of each program, analysed and necessary changes made to the session plan. Changes are recorded in the session package and copies sent to the office for filing.

Auditing Student Files

Assessors Student Files

• Assessors' student files are audited regularly as part of staff meetings (every file at least annually) or as required as part of staff support. These audits check for the correct filling out of all CMC - Training at Work compliance and reporting tools, and accurate file maintenance.
• Areas of improvement are recorded on the auditing sheets, signed by the auditor, results logged on the student's record and filed in the student file.
• Each file is also audited by the Assessor again on a student’s completion or withdrawal.
• Rectifiable problems are fixed by the Assessor before the file is returned to the office. The assessor should seek corrective recommendations from the Administration Manager when required.
• Regular checks of student progress also takes place during each Assessor’s quarterly review with their Manager.

Administration Student Files

• Student office files audited by Office Coordinator on a student’s completion or withdrawal.
• Problems exhibited are followed up by the Office Coordinator.

Meeting requirements of AQTF, GTO, ESOS and other legislative standards

• The Quality Officer will ensure that an annual audit and self-assessment against the AQTF, GTO and ESOS standards will occur. CMC - Training at Work will use the audit /self-assessment template. The document will be completed and all recommendations from the audit will be allocated to relevant personnel for completion.
• The Director will identity with the Quality Officer and other members of the management team any legislative
  changes and ensure appropriate policies and procedures are adapted and circulated to all members of staff.
• Short-term, long-term and corrective actions will be recorded into the Continuous Improvement Database.

AQTF = Australian Quality Training Framework
GTO = Group Training Organisation
ESOS = Education Services to Overseas Students Act