Quality Assurance Document

Transcription

1 Quality Assurance Document V2.3 Reviewed: 17 August 2012 Next Review 28 December 2012 Approved: Kieran Goddard, Director Kieran Goddard MSc FCILT

2 June 2012 Contents Contents... 1 Company Information... 2 Quality Assurance... 3 Equal Opportunities... 4 Health and Safety... 5 Site Selection... 6 Training Standards and Development... 8 WorldHost Classroom Layout... 9 Ambassadors Workshop Layout Data Protection Environmental Policy Accessibility Complaints KIELIN September

3 Company Information Name of Company: KIELIN Transport Services Ltd Registered Number: Director: Registered Address: Phone Mobile VAT Number: GB Dun & Bradshaw Number: JAUPT Centre: AC01277 SC Kieran Goddard 109 Craigton Road GLASGOW G51 3RQ KIELIN September

4 Quality Assurance Quality Assurance at KIELIN KIELIN will ensure the highest standards or quality are maintained for its employees and customers. In achieving this, the following statements regarding Equal Opportunities, Health and Safety, Choice of Sites, Training and Development, Data Protection, Complaints, Environmental and Accessibility will implemented and reviewed regularly. Feedback will be requested via a form from all clients and / or their employees. All feedback, quantitative or qualitative will be analysed and used in reviewing the delivery of or services. KIELIN September

5 Equal Opportunities EQUAL OPPORTUNITIES POLICY To ensure that the talents and resources of employees are utilised to the full and that all staff have equal access to any training and development opportunities as become available to help the company achieve its business and objectives. As an equal opportunities employer, we will ensure that no job applicant, employee or candidate receives less favourable treatment on the grounds of gender, marital status, social class, race, ethnic origin, religious belief, disability or age. If a candidate has special needs in regard to JAUPT or WorldHost training then the facilitator must ensure that these special needs are met. These needs must be discussed with the candidate and a solution found. This could include, tape recording evidence, using a scribe to put candidate s evidence down on paper, using professional discussion, employing an interpreter or someone to communicate through sign. Any special measures set up must be approved by JAUPT and People 1 st. The Centre Manager will discuss the need raised with the facilitator. All candidates with special needs must be given the options and allowed to be involved in any decision in regard to alternative arrangements. KIELIN September

6 Health and Safety HEALTH AND SAFETY STATEMENT KIELIN will take all reasonable steps to promote the safety, security and welfare of the centre s staff, clients and members of the public who have lawful access to its premises. KIELIN Recognises that it must: Provide and maintain safe and healthy conditions taking into account the requirements of the Health and Safety Act (1974) and its appendices. Provide training and instruction to employees and clients Make available, as necessary, safety devices and protective equipment and provide instruction for their use Maintain a constant interest in Health and Safety matters Facilitate and supervise the assessment of risk and hazard in the use of materials or carrying out of processes, activities and duties Ensure that all employees and members of the public entering the Centre s premises or making use of its resources are required to meet the obligations placed on them by the Act. KIELIN September

7 Site Selection Where candidates are using their company premises for training then a SITE SELECTION CHECKLIST must be completed before the first visit by KIELIN commences. The following points should be given consideration... Is the site covered by a Health and Safety Policy? Does the site adhere to the company s Equal opportunity policy in terms of access to and assessment of the qualification? Will there be access to the appropriate equipment, materials and staff? Will there be access for facilitators, delegates, and JAUPT / People 1 st monitoring staff as appropriate? Will there be sufficient facilities for refreshment / comfort breaks and lunch if required? Will there be sufficient power outlets for IT and presentation equipment? Will there be facilities to control heating and ventilation? Is there a clock in the room? This checklist should be applied to any new venue temporarily or permanent and would be signed by the Centre Director as evidence that the venue meets the approval criteria and that the agreed quality assurance would be maintained at the new venue. KIELIN September

8 Site Selection Checklist Centre Full Name: Site Name: Site Address: KIELIN Transport Services Ltd Postcode: Site Phone Number: Site Contact: Health & Safety Policy YES NO Comments Equal Opportunities Policy Training and Development Policy (For Staff) Confidentiality Policy / Agreement Access to Power Outlets Control of heating / ventilation Access for Monitoring staff Facilities for refreshment breaks. Adequate time for preparation Access to public transport Access for car parking Equipment security Declaration We declare that, to the best of our knowledge, the information given in this form is correct. Site Name: Representative Date: Centre Representative Name: Date: KIELIN September

9 Training Standards and Development KIELIN will ensure the highest of training standards to its customers and staff. All employees will be given equal opportunities for career development, and this will be assisted with appropriate access to training and development. KIELIN will ensure that the delivery of training will contain material that is current and to the standards set out by JAUPT and People 1 st. KIELIN is committed to investing a minimum of 5% of turnover per annum in training and development for their employees. KIELIN September

10 WorldHost Classroom Layout Layout for WorldHost Courses Flip Chart Tables set in the U shape are the preferred method. This is ideal for 10 to 20 delegates. More flip charts may be used as required. KIELIN September

11 Ambassadors Workshop Layout Ambassadors Workshop Plan This is the ideal arrangement for 20 to 50 delegates. More flip charts may be used as required. KIELIN September

12 Data Protection DATA PROTECTION ACT All personal data must be Processed fairly and lawfully. Processed only for one or more specified and lawful purposes. Adequate, relevant and not excessive for those purposes. Accurate and kept up-to-date data subjects have the right to have inaccurate personal data corrected or destroyed if the personal information is inaccurate to any matter of fact. Kept for no longer than is necessary for the purpose it is being processed. Processed in line with the rights of individuals this includes the right to be informed of all the information held about them, to prevent processing of their personal information for marketing purposes, and to compensation if they can prove they have been damaged by a data controller s non-compliance with the Act. Secured against accidental loss, destruction or damage and against unauthorised or unlawful processing this applies to you even if your business uses a third party to process personal information on your behalf. Data relating to the Driver Certificate of Professional Competence will be shared with the Driver Standards Agency. Not transferred to countries outside the European Economic Area (the EU plus Norway, Iceland and Liechtenstein) that does not have adequate protection for individual s personal information, unless a condition from Schedule four of the Act can be met. If a data controller s processing of personal information does not comply with the principles, the Information Commissioner can take enforcement action against that data controller STORING INFORMATION ON QUALIFICATIONS AND PROCEDURES Award Data All relevant information on the Driver Certificate of Professional Competence (DCPC) and the WorldHost award being offered will be held in the Glasgow premises of KIELIN. The Centre Contact will be responsible for ensuring that the information held KIELIN September

13 is accurate, appropriate and updated, as required, to maintain relevance. It will also be necessary to ensure that staff are aware of how to access information and general publications. Candidate Data All candidate data will be filed in a secure filing system within the Glasgow office of KIELIN. It will be the responsibility of the Centre Contact to manage and maintain the system to the requirements of the JAUPT and People 1 st. All submissions to the Joint Approvals Unit for Periodic Training (JAUPT) and to People 1 st (for WorldHost ) awards will be accurate in content and sent within the timescale required. The information held on each candidate will include all required personal data, employment details, assessment/award details and unit progress. It is the responsibility of the Centre Contact to ensure that all records are updated regularly and timely. Information will be recorded both on manual and computer systems. Record Retention KIELIN will retain records of candidate assessment for two calendar years following completion of the qualification. These records will show: A list of candidates registered with SQA for each qualification offered in the centre Details of candidate assessment, including the name of the assessor, location, date and outcome Internal verification activity Certificates claimed THE DATA PROTECTION ACT 1998 Brief description The 1984 Act has been replaced by the Data Protection Act 1998, which now incorporates The Access to Health Records Act 1990 and the Access to Personal Files Act The new Act came into force on 1st March This Act allows people to see their own computerised file listing all convictions, including those that are spent. Although it is not illegal for prospective employers to ask for a copy, it is a misuse of the Data Protection Laws. Exceptions to this are work involving the care of: the elderly, KIELIN September

14 those suffering from a serious illness or mental disorder; alcoholics and drug addicts; those with severely impaired sight, hearing or speech, persons under the age of eighteen. The Act also states that personal data cannot be held unless it is registered with the Data Protection Registrar. The Data Protection Act gives the right to compensation when personal data that is held is inaccurate, and the right to have inaccurate information removed or corrected. Dissemination of Information Staff/Candidates All communication from JAUPT and People 1 st will be dealt with by the Centre Contact. Any changes to procedures or policy will be amended as soon as possible in the information held in the JAUPT and People 1 st system. KIELIN September

15 Environmental Policy KIELIN recognises that it has a responsibility to the environment beyond legal and regulatory requirements. We are committed to reducing our environmental impact and continually improving our environmental performance as an integral part of our business strategy and operating methods, with regular review points. We will encourage customers, suppliers and other stakeholders to do the same. Policy Aims We endeavour to: Comply with and exceed all relevant regulatory requirements. Continually improve and monitor environmental performance. Continually improve and reduce environmental impacts. Incorporate environmental factors into business decisions. Increase employee awareness and training. Paper We will minimise the use of paper in the office. We will reduce packaging as much as possible. We will seek to buy recycled and recyclable paper products. We will reuse and recycle all paper where possible. Energy and Water We will seek to reduce the amount of energy used as much as possible. Lights and electrical equipment will be switched off when not in use. Heating will be adjusted with energy consumption in mind. The energy consumption and efficiency of new products will be taken into account when purchasing. Office Supplies We will evaluate if the need can be met in another way. We will evaluate if renting/sharing is an option before purchasing equipment. We will evaluate the environmental impact of any new products we intend to purchase. KIELIN September

16 We will seek to buy more environmentally friendly and efficient products. We will reuse and recycle everything we are able to. Transportation We will reduce the need to travel, restricting to necessity trips only. We will promote the use of travel alternatives such as or video/phone conferencing. We will make additional efforts to accommodate the needs of those using public transport or bicycles. We will use the 'green' vehicles and maintain them rigorously. Maintenance and Cleaning Cleaning materials will be as environmentally friendly as possible. Materials used in office refurbishment will be as environmentally friendly as possible. We will only use licensed and appropriate organisations to dispose of waste. Monitoring and Improvement We will comply with and exceed all relevant regulatory requirements. We will continually improve and monitor environmental performance. We will continually improve and reduce environmental impacts. We will incorporate environmental factors into business decisions. We will Increase employee awareness through training. Culture We will involve staff in the implementation of this policy, for greater commitment and improved performance. We will update this policy at least annually in consultation with staff and other stakeholders where necessary. We will provide staff with relevant environmental training. We will work with suppliers, contractors and sub-contractors to improve their environmental performance. KIELIN September

17 We will use local labour and materials where available to reduce CO2 and help the community. Accessibility KIELIN will ensure that premises and resources, or other premises and resources used for the delivery of training or research are in accordance with the policies outlined in this document. KIELIN is conscious of the fact that all users of the facilities are valued customers and should enjoy access without inconvenience, embarrassment, or feelings of discrimination whilst delivering, receiving or monitoring training, or participating in research. KIELIN September

18 Complaints COMPLAINTS & APPEALS PROCEDURE If a customer, (trainee / delegate or their employer / person paying for the course) has a complaint regarding the quality of delivery of training, facilities or excitation of policies, they should first raise this with the trainer / facilitator. Should this not be resolved in a satisfactory manner, the complaint should be raised in writing to the manager at KIELIN. The manager will respond to the written complaint within 7 days of receipt of the written complaint. A written response to the outcome of an investigation to the complaint will be given in writing within 28 days. Should the customer still feel that the matter has not yet been resolved, they may appeal to JAUPT and/or People 1 st for further investigation. Complaints regarding the price of the training will not be considered after the booking and agreeing the dates of the course. If any employee has a grievance or complaint arising from anything in relation to his/her job, s/he should initially raise the matter in writing with the managers, who will arrange a meeting and discuss the grievance/complaint. The employee may bring along a colleague of their choice. If the matter cannot be resolved there and then through discussion the manager will give due consideration to it and will give a decision, if possible within five working days of the meeting, or the matter being raised. If a decision has not been reached within five working days, then the employee will be informed of this in writing. The manager will record the details of the grievance/complaint from the outset. GRIEVENCE PROCEDURE If an employee has a grievance in regard to KIELIN, the employee must make the grievance known to the line manager. This must be done by way of completing a grievance form. The grievance will then be investigated by the manager. This will involve a meeting to discuss the grievance. One the manager has investigated the grievance the employee will be invited back for another meeting when the outcome of the investigation will be discussed. The employee may if they wish bring in another party not involved within the company, this could be a friend or it could be someone in authority who may be able to assist the employee. The manager s decision is final, although that does not exclude the employee from seeking legal advice from a relevant organisation (citizen advice, employment services, solicitor KIELIN September

19 etc. The manager s investigation must be notified to the employee within 5 working days by letter and the outcome of the investigation must be notified by letter within five working days of the final meeting to the employee. A record of the grievance and ensuing investigation and outcome will be kept on file for one year. The grievance and the following investigation and outcome will remain confidential within the company and only those involved in the process will have access to information and that will be limited to only information that they need to know KIELIN September