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| Kia Ora and welcome - we are delighted that you have chosen to enrol on one of our programmes. Our tutors, administrators and management are all committed to helping you achieve your goals and collectively they will make your time with us as comfortable, safe, and productive as possible. We hope you enjoy your time with us and encourage you to discuss any problems or concerns you have with your tutor or other staff member who will be more than happy to help.
| | == Welcome to the EmployNZ Wiki == |
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| == The Purpose of This Wiki ==
| | The following list contains all the different documents currently available on the site. |
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| EmployNZ is committed to providing clear, accurate and relevant information to our students before, during and after their study with us and ensuring that the information is explained and understood. With this in mind, please use this handbook as a guide to refer to. It’s purpose is to ensure that you are aware of our code of conduct and your obligations as a student. It also provides clarity on the informal and formal processes that you and our organisation will follow if problems are encountered.
| | [https://wiki.employnzstudent.ac.nz/index.php/Student_handbook The Student Handbook] |
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| The content of Section 1 applies to all students. Section 2 is only relevant to you if you are a fee paying Domestic student, and Section 3 is only relevant to you if you are an International fee paying student.
| | [https://wiki.employnzstudent.ac.nz/index.php/MyStudent My.EmployNZ User Registration Guide] |
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| Throughout this handbook, references are made to forms, templates, check-lists and other documents (Forms). The appendices of this handbook is where you will find these as/if necessary. If you are unsure of the terminology or language used in this handbook a description of key definitions is located in the Glossary of Terms at the back.
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| A staff member will clarify the contents of this handbook, your curriculum and any specifics relevant to the programme you are enrolled on. At the completion of this orientation you are required to sign the Learner Contract and Learner Authorisation forms at the back of this handbook and any other documentation as relevant to your programme of study. Your signature on these forms in combination with that on your Enrolment form will be an acknowledgement that you will abide by our rules and regulations, commit to your obligations as a learner and are aware of the consequences if you do not.
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| EmployNZ will retain the original copy of these forms and at your request provide you with a copy.
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| For reference purposes you may retain a hard copy of this handbook. A copy is also available in your Training facility’s common room or it can be provided to you upon request from a Staff Member.
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| == Introduction to EmployNZ ==
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| EMPLOYNZ Ltd is an award-winning Category 1 Private Training Establishment registered and accredited by New Zealand Qualifications Authority (NZQA) to provide education and training, pursuant to the Education Amendment Act.
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| We were established in the year 2000, with the specific goal of providing high quality training services to the Bay of Plenty Region. Today we are involved in a number of different areas of provision and have training facilities in Tauranga, Mount Maunganui, Whakatane, Rotorua, Henderson, Onehunga and offices in Taupo and Auckland. We offer student-centred learning environments over a range of qualification Levels (1 – 6) and subject areas to both Domestic and International students. We believe that smaller class sizes, wrap around support services and ensuring that the training and qualifications students receive are industry focused, provide the best pathway to further study and/or employment.
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| == EmployNZ Purpose ==
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| To provide a supportive learning environment which inspires our students and clients to achieve their educational and employment goals.
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| <strong> Values </strong>
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| * ''Be accountable''
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| * ''Focus on Success''
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| * ''Take responsibility for your actions''
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| * ''Make good decisions and stand by them''
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| * ''Own your actions and mistakes''
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| * ''Do what you will say you will do''
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| * ''Measure performance to improve''
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| <strong> Focus on Success </strong>
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| * ''Our success is your success''
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| * ''Celebrate and share your wins''
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| * ''Strive to be the best you can''
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| * ''Team work for success''
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| * ''Be proud of your results''
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| <strong> Committed to Making a Difference </strong>
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| * ''Inspiring positive change''
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| * ''Turning potential into reality''
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| * ''Consistent action to drive results''
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| * ''Make changes where you see they are needed''
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| * ''Honour your commitments''
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| <strong> Talk Openly and Honestly </strong>
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| * ''Be genuine with your communication''
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| * ''Share your thoughts and ideas ''
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| * ''Speak freely and truthfully''
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| * ''If you don’t know, ask''
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| * ''Trust that you will be heard''
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| == EmployNZ Roles and Responsibilities ==
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| Listed below are the key staff member roles that you will have interactions with during your time with us.
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| The '''Education Division Manager''' is responsible for the management of the Private Training Establishment (PTE) EmployNZ. This includes our Quality Assurance and Self-assessment system, the quality of the education resources, delivery, assessment, and moderation processes.
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| The '''Programme Manager (PM)''' is responsible for the quality of the delivery of your programme. The PM works alongside the tutors under their control and provide checks, balances, and intervention when there are issues.
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| The '''International Student Manager''' has the responsibility for developing and maintaining appropriate curricular and extra-curricular programmes for the International students at EmployNZ. Ensuring that the students are settled and ensuring that requirements of the Education (pastoral Care of International Students) Code of Practice (the Code) pertaining to the needs of the International students are being met.
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| Your '''tutor''' or '''tutors''' will be your main point of contact as you work your way through your programme of study. They will facilitate and coordinate your programme and act as a role model, coach, and advocate to help motivate, challenge, and guide you so that you improve your performance and succeed in your education or employment goals. Your tutor will most often assess your performance against the standards on your programme, however as needed an assessor may also be involved with this process.
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| The '''Youth Coaches''' provide mentoring support, coaching services, and a wrap-around service for all eligible youth (under 18). Any EmployNZ student can access the Social Services division by approaching EmployNZ staff members, or an ENZ Social Services team member directly. More information about the EmployNZ Social Services Division Policy can be obtained from your Tutor or Student Services.
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| == Treaty of Waitangi ==
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| EMPLOYNZ aims to fulfil the intent of the Te Tiriti O Waitangi (Treaty of Waitangi) by valuing and reflecting New Zealand’s cultural heritage. Our objectives are to:
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| '''Ensure the curriculum reflects Maori perspectives where applicable for learners.'''
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| We recognise that students, especially Maori students, learn by different methods. To bring effect to this objective, your tutor will build classroom cultures and lessons that ensure that student needs are met. A cooperative learning approach will be used which mixes academic with social learning experiences while catering to the learning styles of each individual. This ensures that lessons are intrapersonal (within oneself) and interpersonal (between people) using a mix of kinaesthetic (physical activities) spatial (seeing the big picture) and auditory (listening) methods.
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| '''Consult with Maori Stakeholders on effectiveness with Maori learners, programme content, and other relevant matters.'''
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| We encourage on-going whanau support, and work in collaboration with our Maori stakeholders such as the Te Runanga o Ngai Te Rangi Iwi Trust (TRONIT).
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| '''Support staff training in Tikanga Maori.'''
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| All our tutors ensure Tikanga guidelines are implemented as part of our everyday routine.
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| == Privacy Act Policy ==
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| EmployNZ is committed to ensuring transparency about how we manage your personal information, including the types of personal information we collect and how it is collected. We respect the confidentiality of information and the privacy of individuals and observe the conditions governing the release of information, as set out in the Privacy Act 2020 Information Privacy Principles (IPP’s), the Education and Training Act 2020 and other relevant legislation.
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| The EmployNZ Privacy Policy outlines how we protect and manage all personal information we hold, including how we collect, use, store and disclose personal information, and covers EmployNZ privacy practices across all training facilities and on our website. For more information about EmployNZ’s Privacy Notice, Data Use and Protection Notice, or Data Analytics Notice, please contact your Tutor.
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| If you have any questions or concerns about how we manage your personal information and privacy at EmployNZ, please contact the Privacy Officer:
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| * '''Staff member:''' Student Services Co-ordinator
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| * '''Email:''' shanon@employnz.co.nz
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| * '''Location:''' EmployNZ, 94 Second Avenue, Tauranga
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| == Health and Safety Management ==
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| EmployNZ will so far as practicable, protect the health, safety and welfare of all students, staff and visitors on site, and act in compliance with our legal obligations. To meet this policy, at appropriate times an EmployNZ staff member will ensure that you are made aware of all health and safety protocols relevant to your training facility, any offsite location, and your programme of study.
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| == Emergency Procedures ==
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| Emergency procedures will be explained to you upon commencement of your programme and in the first instance in which you are in attendance at a new training facility or offsite location.
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| Emergency procedure orientations will ensure that you are aware of the protocol to follow as per the displayed building evacuation notices and that you know the location of the buildings exits, fire extinguishers and fire alarms. Please ensure you have read the notices and familiarise yourself with evacuation routes and assembly points.
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| At regular intervals (3-4 times per annum) ‘Fire Drills’ will be conducted at your training facility. Fire drills should be treated as if there is a real emergency, as such when the fire alarm is activated you must immediately follow the protocol as per the evacuation notice for the training facility.
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| In the event of an earthquake, flood or any other event(s) that may make travel unsafe, check the [https://www.employnz.co.nz EmployNZ website www.employnz.co.nz] and/or [https://www.facebook.com/employnz the Facebook page facebook.com/employnz] to see if classes are running or not. This information should be posted by 7:15 am.
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| == Programme Delivery ==
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| Our programmes are learner-centred, based in an environment most suited to the programme curriculum and with an appropriate balance of classroom theory and practical work. Programmes are primarily delivered at EmployNZ training facilities, however during field trips and work experience modules off- site locations are used. Homebased self-directed learning is also integrated into some programmes.
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| All programmes must meet the consent and moderation requirements of the standard setting bodies relevant to the programmes approved content. This requires EmployNZ to meet industry or sector specific requirements. This ensures that our staff (tutors, assessors, and evidence verifiers) have the required skills, knowledge and experience to facilitate a programme and to assess your knowledge and skills. It also means that EmployNZ must have or have access to the resource requirements, in order to conduct the learning and assessment against the standards that make up the content of your programme.
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| Your tutor will go through the course outline with you and indicate the learning, assessment, offsite activities, and work experience aspects for your programme.
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| == Offsite Activities – Field Trips and Offsite Learning Experiences ==
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| EmployNZ considers field trips, guest speakers and offsite learning experiences which align with the goals and objectives of your programme, to be vital in preparing you for success in the workplace. Offsite excursions may involve travel in an EmployNZ vehicle and unless you are notified otherwise, will be within the local district and occur within class time.
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| == Work Experience ==
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| Some EmployNZ programmes require or encourage learners to complete work experience including the completion of assessments within a real (as opposed to simulated) workplace environment. Work experience placement is a joint responsibility, with your tutor able to help in identifying employers willing to have students on work experience.
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| When you engage in work experience, the workplace contact, tutor and yourself are required to complete a Workplace Agreement form. The purpose of this form is to clarify each party’s role and responsibility and it outlines the purpose of the experience to the student.
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| == Managing Consistency of Graduate Profile Outcomes ==
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| Consistency of graduate outcomes is a process which provides assurance that all graduates of New Zealand qualifications meet the outcomes to a nationally acceptable standard. This supports the credibility of New Zealand qualifications, both in New Zealand and internationally.
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| In order to meet this NZQA requirement, EmployNZ submits a self-assessment report per programme. To aid in gathering information for this report, at periods upon and subsequent to graduation, you and your employer(s) will be contacted to ascertain if you have met the graduate outcomes.
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| == Student Responsibilities ==
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| * You are responsible for your own learning and skill development throughout your programme of study. This includes being prepared for class and meeting any home study requirements that are asked of you and to catch up on any work missed due to absenteeism;
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| * It is your responsibility to ensure you receive ALL the materials supplied. Unless expressed otherwise all programme and training materials provided to you remain your property and responsibility. Replacement due to loss or misplacement is your responsibility and will be at your cost;
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| * You will take responsibility for equipment supplied and will return it and/or pay for any damage or loss to this equipment while it is in your possession. Should you fail to return supplied equipment, this will be considered as theft, resulting in instant dismissal. The offence will also be reported to the police for investigation;
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| * You have a responsibility to follow due process and to raise issues of concern you have with your programme of study, other learners or an EmployNZ staff member(s), rather than solving the problem by taking matters into your own hands.
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| * It is your responsibility to advise your tutor of any special medical condition and any specific medication or treatment for those conditions.
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| === Dress, personal hygiene and grooming standards ===
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| EmployNZ expects you to be well groomed, to maintain personal hygiene and to wear neat, tidy, sensible clothes and shoes at all times. Appropriate grooming and attire may vary dependent on the context of programme you are enrolled on and/or the activity you are participating in at any given time. Your tutor will inform you of the dress standard for your programme, any Personal Protection Equipment (PPE) requirements and any inhouse/class rules pertaining to grooming and dress standards.
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| Irrespective of (above) at no times is it considered appropriate to attend class or a field trip:
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| *wearing clothing with offensive images, writing or logos;
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| *wearing revealing or provocative clothing;
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| *displaying gang insignia. This means the wearing of any item of clothing which commonly denotes membership of, an affiliation with, or support for a gang. ''Note: this does not include tattoos.''
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| == Student Conduct ==
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| EmployNZ is a Tertiary Education Provider. We are not a school. This is a place for adults, both young and mature, to gain skills and knowledge in order to pursue their future career choices. We therefore expect that our learners will behave like adults. As we are preparing you to succeed in the workplace, you need to be aware that adherence to rules is important in terms of demonstrating good work habits and working practices.
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| Whilst on your programme you will be mixing with and studying with people from many different cultures and ethnicities. This is part of any workplace and we expect all cultures to be accepted and respected.
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| Our aim is to promote an environment of safety, respect, and dignity and as such we have a set of Ethical Behaviour rules. These rules apply to all persons (students, staff, contractors, visitors). Individual’s are expected to adhere to these rules at all times, when it is considered that EmployNZ has a responsibility to the individual. This includes but is not limited to the following situations:
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| *any time when on site at the Training Facility – this includes during scheduled and unscheduled breaks and hours outside of class;
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| *offsite while participating in EmployNZ related activities or when congregating within the immediate vicinity of an EmployNZ facility;
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| *while undertaking a work experience placement as part of your programme;
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| *any other activity / event / or area where you are seen to be representing EmployNZ.
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| === Ethical Behaviour ===
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| Ethical behaviour attributes are those that we should all strive to achieve. This includes but is not limited to:
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| *Being courteous, honest and respectful in our dealings with one another;
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| *Respecting EmployNZ and off-site premises and equipment - including only smoking and eating in allocated smoking, and eating areas;
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| *Not unduly interfering with the work or working environment of another;
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| *Placing the utmost importance on the safety of yourself, other learners, staff and visitors during all activities;
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| *Being punctual and arriving ahead of time ready for class in a state that is conducive to learning.
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| === Misconduct / Serious Misconduct ===
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| Misconduct can be at two different levels - misconduct and serious misconduct. Whether behaviour is deemed as misconduct or serious misconduct will depend on the nature and facts of each case. This will be ascertained subsequent to a fair investigation conducted by an EmployNZ staff member which when warranted will take into account the learner(s) and other affected party(s) explanations of the incident, eye witness accounts/statements, and other evidence including CCTV footage (as/if available).
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| '''Misconduct''' can be considered as any behaviour or action which is at odds with the attributes as listed (above) under Ethical Behaviour and/or including any conduct which brings EmployNZ into disrepute.
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| Specific examples of behaviour that may be considered as misconduct include (but are not limited to):
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| * Using words which are considered sexist, racist, culturally insensitive or using swear words/profanities or variations of such words;
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| * Speaking to others in a manner which is insulting, condescending, denigrating or mocking, including when it is used in a joking manner;
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| * Talking about inappropriate things or making inappropriate innuendos;
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| * Internet, plant and equipment misuse;
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| * Minor instances of failing to follow Training Facility rules, Health and Safety requirements or an EmployNZ Staff members (or external contractors) reasonable instruction(s);
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| * Lateness and/or failure to attend scheduled events without notifying EmployNZ of your absenteeism;
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| * Attending a scheduled event in a manner which is not conducive to learning. This may include (but is not limited to), not having in your possession the required learning materials as may be applicable for the days scheduled event(s); Failure to complete self-directed home study requirements on time and as directed by your tutor;
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| *Behaviour which negatively effects neighbouring businesses (e.g. parking outside of EmployNZ designated areas, congregating so as to impede others, littering, trespassing, wilful damage such as graffiti).
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| '''Serious misconduct''' is labelled ‘serious’ because it is behaviour which has destroyed or undermined the relationship of trust and confidence that EmployNZ has with the learner. Without this trust and confidence, the learner/education provider relationship cannot continue. Serious misconduct usually involves the learner acting deliberately, however there may be circumstances in which a learner acts so carelessly that it amounts to Serious misconduct.
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| Specific examples of behaviour that may be considered as Serious misconduct include (but are not limited to):
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| * Repeated instances of misconduct whether it’s for the same behaviour or something different;
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| * Behaviour which adversely effects our relationship with our neighbours (e.g. wilfully damaging premises or property, abuse);
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| * Sexual Harassment – requesting sex in return for favours, or any sexual behaviour or communication which is unwelcome or offensive;
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| * Racial Harassment – any behaviour or communication which shows hostility or contempt to anyone because of their colour, race, ethnic or national origins and which is hurtful or offensive;
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| * Discrimination – any behaviour which results, or is likely to result in, less favourable treatment on the grounds of gender, marital status, religious belief, ethical belief or origins, colour, race, disability, age, political opinion, employment status, family status, or sexual orientation;
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| * Personal Harassment and/or bullying – any objectionable or offensive behaviour which intimidates or involves abusive or threatening language, or any form or threat of physical assault. Behaviour which is persistent and malicious, undermines the self-confidence of the recipient and makes them feel vulnerable and isolated;
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| * Being under the influence of Alcohol or Drugs;
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| * Deliberate and continued misuse or unauthorised use of any equipment, either belonging to your EmployNZ training facility or other external provider or individual;
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| * Failure to adhere to Health and Safety requirements including behaviour that endangers the health and safety of an employee (EmployNZ staff) or others (learners visitors or general public);
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| * Not abiding by any in house rules specific to your EmployNZ Training Facility or programme of study;
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| * Wilfully disobeying reasonable directions or instructions given by an EmployNZ or Industry staff member;
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| * Committing wilful plagiarism (plagiarism is the stealing of another person’s work and passing it off as your own);
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| * Dishonesty, including making malicious complaints (i.e. the complainant is found to be knowingly lying)
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| * *Committing an illegal activity at your training facility or a programme associated location; (e.g. theft, fraud, trafficking (dealing) illicit drugs or stolen goods).
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| ''*A learner’s alleged criminal activity may be reported to Police at the discretion of EmployNZ, the victim(s) or other affected parties. It is EmployNZ’s policy not to conduct an internal investigation for the purpose of determining if a learner has committed a crime. ''
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| '''CCTV- Closed Circuit Television Systems'''
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| CCTV are installed and running 24/7 at EmployNZ sites. Footage from these cameras can only be accessed by direction of the Programme Manager.
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| The purpose of this equipment is to safeguard staff and students by:
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| * acting as a deterrent to criminals and anyone carrying out illegal activities;
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| * monitoring activities so we have peace of mind about what is going on at our premises;
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| * collecting evidence in the event of crime being committed (i.e. able to place time, locations and ID suspects);
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| * using it as a decision making tool (i.e. when settling disputes camera footage may ascertain the truth);
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| * keeping a record of comings and goings of staff, students, deliveries, visitors.
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| '''Social Media and Cell Phone Use'''
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| EmployNZ supports the use of social media as a supplement to classroom activities and foster a positive learning environment when deemed appropriate by the tutor. Overall common sense should be used to govern activities on social media.
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| Limited cellphone use is permitted, however this MUST not interfere with studies and learning. Students may be
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| instructed to turn off cellphones at any time.
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| === Bullying, Harassment and Discrimination ===
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| Bullying - is defined as repeated and unreasonable behaviour directed towards an individual or individuals that can lead to physical or psychological harm.
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| Harassment - is defined as unwanted, offensive and intrusive behaviour directed at a target using discriminatory vocabulary and actions which contain a sexual, racial, or physical component or overtone.
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| Discrimination - is defined as unfair or prejudicial treatment of individuals or groups based on their characteristics such as race, ethnicity, country of origin, gender, age, sexual orientation, religious and ethical beliefs, disability, political opinions.
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| EmployNZ promotes an environment which is free from intimidation and inappropriate behaviour. Bullying, discrimination, or harassment is never acceptable at any level within our organisation and all staff and students are expected to show respect to each other.
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| EmployNZ will endeavour to deal with all undesirable behaviours (even one-off incidents) regardless of whether the behaviours fall under the definitions (above). When brought to our attention (as a complaint or observed by a staff member as a violation of EmployNZ Code of Conduct) acts of bullying, harassment and discrimination will be investigated straight away by EmployNZ, or reported to the appropriate authorities for investigation.
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| The person or persons who have been subjected to the behaviour will also be supported appropriately by our organisation.
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| '''Dealing with it yourself'''
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| Some students may feel comfortable dealing with problems of this nature themselves. This will depend on the situation and the people involved. Despite this, our (EmployNZ) preferred approach if you are receiving, see or hear bullying, harassment or discrimination happening to someone else, is for you to immediately (in confidence) report it to your Tutor or Programme Manager. Prior to bringing it to our attention, you might like to check with the person the behaviour was directed at, or with other people who were there if necessary, to make sure you heard or saw correctly.
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| '''Dealing with it informally'''
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| As per the student feedback process. You ask your tutor, Programme Manager or other staff member to intervene informally. In this situation (unless it is as matter that needs to be passed onto the authorities), EmployNZ will follow it’s student feedback process with the staff member acting as a facilitator, investigating and gathering information of what happened from you and other witnesses, then they will try to resolve the matter informally. A resolution may be as simple as having a word with the offender, telling them their behaviour was inappropriate etc. and asking them not to do it again, or more complex where authorities need to become involved.
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| '''Dealing with it formally'''
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| If the behaviour continues, or if the informal process and the resulting resolution is unsatisfactory you may choose to make a formal complaint. See the Formal Complaints process.
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| == Student Guidance and Support ==
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| Staff at EmployNZ are experienced and trained to deal with student needs in terms of study, pastoral care, and career guidance.
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| Additional guidance and support can be sourced by contacting the following agencies who may then refer you to local community agencies and resources.
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| '''Alcohol drug helpline'''
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| Call 0800 787 797 or text 8681, 24 hours a day, 7 days a week, to speak with a trained counsellor. All calls are free and confidential.
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| '''Lifeline'''
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| Call 0800 LIFELINE (0800 543 354) or text HELP (4357) for free, 24/7, confidential support – 24 hours a day, 7 days a week. They deal with many kinds of issues including psychological and emotional distress, financial and work issues, marriage and family problems and with callers who are lonely, ill, depressed or the victims of violence or abuse.
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| '''Youthline'''
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| Free call 0800 376 633 | Free text 234 Established to ensure young people know where to get help and can access support when they need it. At the core of Youthline’s work is the development of leadership and personal skills in young people.
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| '''What’s Up'''
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| 0800 942 878 is run by Barnardos New Zealand. They run a free, nationally-available counselling helpline and webchat service for children and teenagers.
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| == Student Complaints and Grievances ==
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| It is the responsibility of EmployNZ to provide a learning environment for students, which is physically safe, free from harassment of any kind and conducive to the achievement of good learning outcomes. However, there are many factors outside the control of EmployNZ that can adversely affect the well-being of students.
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| If you are a student, and your concerns are related to your programme or experiences at EmployNZ, it’s very important that you give us the opportunity to respond to your concerns. All parties must make a genuine effort to resolve their concerns by following the EmployNZ complaint process, before making a formal complaint to an external organisation such as NZQA.
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| It should be noted that it is OK for a parent, guardian, advocate, or student representative to raise and initiate the complaints process on behalf of a student(s). Also, if complainants are uneasy about discussing a complaint with someone whom they see as an authoritative figure, they will be given reassurances about the integrity of the process and offered the opportunity to bring a support person. Options for alternative facilitators may also be given as appropriate.
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| Complaints may be addressed informally in the first instance (for example, discussing an issue with your tutor or Programme Manager), or by following our formal complaints procedure if that is not successful.
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| EmployNZ has processes for receiving and responding to student complaints, and for appealing academic results. These are stipulated over the following pages of this Handbook.
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| '''Principles'''
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| The following principles are important in dealing with complaints:
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| * EmployNZ Staff and Students are given full information about the process through induction and orientation procedures
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| * EmployNZ Staff and Students can raise issues of concern in an environment free from fear of retribution or breach of confidentiality. (There will be times when the only way to deal with a complaint involves identifying the complainant to the respondent). Where this is deemed to be the case, the facilitator will secure the agreement of the complainant beforehand.
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| * Attempts to solve problems will be focused at the level closest to the problem itself and should only be referred to a higher level if this fails.
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| * The respondent has as much right to fair and just treatment as the complainant (innocent until proven guilty).
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| * Solutions will focus on conflict resolution or solving the problem rather than taking punitive action (although punitive action may sometimes be necessary).
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| * Possible outcomes may include: doing nothing, mediation, referral to counselling, taking disciplinary action, revising policies, referral to the police, providing compensation, etc.
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| ''Note: If an investigation decides that a complaint was made maliciously, and it is found that the event did not happen, a misconduct investigation could be held in relation to the person who made the complaint.''
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| === Student Feedback ===
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| Examples of student feedback might include but are not limited to the following:
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| * Minor classroom irritations (other students break concentration by always talking in class, tutor fails to keep order)
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| * Concerns arising from miscommunication or misunderstanding
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| * Minor disagreements over academic matters (tutor did not accept my late assignment, when I felt I had a good excuse)
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| * Resource difficulties (e.g. internet connection keeps crashing)
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| Student feedback will normally be able to be dealt with at the lowest operational level relevant to the situation and result in a satisfactory outcome, or at least one which is acknowledged to be fair.
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| The complainant will be directed to the person (facilitator) best situated to address their situation and to facilitate a speedy resolution. The facilitator will ensure that the complainant understands and is comfortable with the process. The following points may be covered or considered when reaching a resolution:
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| * parties will be asked to express their concerns;
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| * the problem is restated so that confirmation is sought and that all parties understanding is correct. The complainant will be encouraged to focus on the subject of the complaint rather than the respondent (unless the subject is the behaviour of the respondent).
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| * the complainant will be asked what they would regard as a satisfactory resolution. If the complainant is unsure the facilitator will suggest an achievable and satisfactory outcome. If the complainant’s expectations are unreasonable, naïve, or based on a misunderstanding of EmployNZ policy, the facilitator will help them to understand this.
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| * a resolution or plan in terms of reaching a resolution will be agreed upon. Acknowledgement that a resolution has been reached is deemed as the complainant verbally expressing satisfaction with the outcome, or accepting the decision reached by the facilitator.
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| * the implementation of the agreed plan will be facilitated and monitored for effectiveness of the resolution.
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| If the complainant wishes to pursue the complaint because they consider the outcome as being unsatisfactory, the facilitator will explain that the next step to take is to lodge a formal complaint as per EmployNZ Formal Complaints process (below).
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| === Formal Complaints ===
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| Examples of formal complaints might include (but are not limited to) the following:
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| * Bullying, harassment or discrimination by staff or other students
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| * inappropriate treatment by staff or other students
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| * unfairness in a formal assessment situation
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| * unfairness of EmployNZ policies
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| * unsafe learning situation
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| Formal complaints must be made in writing and submitted to your Programme Manager or to the Education Division Manager (if the complaint is in regards to the Programme Manager).
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| When formal complaints are received they will be entered into a complaints register and progress towards a resolution will be tracked.
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| Upon receiving the complaint, a staff member acting as a facilitator will conduct an investigation. An investigation may necessitate a meeting (face to face or by phone) with the complainant and/or other affected parties or witnesses to clarify the problem and as necessary to corroborate or gather evidence.
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| Subsequent to a thorough and fair investigation the complainant and respondent will receive an outcome statement document outlining the resolution. If the complainant is satisfied with the outcome / acceptance of the decision reached by the facilitator, the complainant signs this document.
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| Where a resolution is not agreed to or accepted by the complainant (or the respondent) the facilitator will explain that they are closing the file, but if dissatisfied they have the right to appeal.
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| The list (below) shows the different agencies that may be able to help the complainant if the EmployNZ complaint process is not suitable:
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| {| class="wikitable" style="margin:auto"
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| |-
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| ! If your concerns relate to: !! You could contact:
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| |-
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| | Example || Example
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| |-
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| | Example || Example
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| |-
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| | Example || Example
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| |}
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