COVID-19 Update including Online Service Standards

TO ALL ACCEND EDUCATION GROUP STAFF AND STUDENTS

In response to the regulatory advice regarding novel coronavirus (COVID-19), it has been necessary to review and amend the way in which training and assessment are conducted. The health, safety, and wellbeing of all parties is our priority. Therefore, to minimise contact and maintain the social distancing guidelines specified by the Australian Government, all our courses will now be delivered as blended learning including a small component to be delivered online.  We assure you that the changes, in no way, compromise the quality and standards of our programs.

Online Service StandardS

Accend Education Group is committed to providing a quality learning experience for students studying any component of their course online and these online service standards explain our commitment to students in key areas.

Student Support

Accend Education Group will provide the following support to students studying any aspect of their course online:

Trainers & Assessors

• May be contacted via their accend email
• Will reply to queries within 2 business days
• Assessments are graded within 14 business days of submission

Trainers Managers

• Students can request to speak to a training manager at any time via email to This email address is being protected from spambots. You need JavaScript enabled to view it. or by ringing Student Support between 8.30am and 4:30pm Monday to Friday on Victorian business days.
• If a Training Manager is not available at the time, a message will be forwarded to them and they will return the call within 24 hours

Student Support

• Are available for live queries by phone between 8.30am and 4:30pm Monday to Friday on Victorian business days
• Student support can be contacted via email at any time; however, please allow up to 24 hours to respond
• For emergencies and urgent queries, please contact the Accend emergency line at 0415390409

IT support helpdesk for technical queries

• Will be available via phone and email between 8.30am and 6:30pm Monday to Friday and 9am – 5pm on weekends and public holidays
• Will reply to queries within 24 hours

Student Welfare

Welfare services are available between 08:30 – 4.30 pm Monday to Friday in person, via telephone or video conference, or email. If a voicemail or email is left, the Training Manager will respond as soon as possible

Student Entry Requirements and Induction

Accend Education Group conducts a comprehensive Pre- Training Review (PTR) for all prospective students to determine whether a course is suitable and appropriate for their individual needs. As part of the PTR process, we include an evaluation of a prospective student’s digital literacy (PC Skills) to ensure that they will be successfully able to complete a course with an online component.

Accend Education Group uses an online LLN tool that requires students to undertake basic PC skills in order to complete the evaluation. This includes, but is not limited to:

1. The ability to logon into a computer
2. Access emails and click a link within an email
3. Login into an online database (LLN tool)
4. Use a mouse and keyboard
5. Read and respond to online text

Students who meet the minimum requirements for the LLN evaluation for their course will be considered to meet PC literacy requirements.

Students who do not meet the minimum requirements for the LLN evaluation will be evaluated individually to see whether they meet PC literacy requirements.

Minimum technology requirements

Accend Education Group uses a Google Classroom, Zoom, and/or Google Meet for online course delivery. The following are the minimum information technology requirements to enable optimal access to online learning with Accend:

PC – Windows Operating System

Windows 7, Windows 8, or Windows 10 | An Intel Pentium 4 or higher processor | at minimum 350 MB of free disk space | At minimum 512 MB RAM

MAC

Mac OS X 10.6 or higher | An intel Pentium processor 64 bit | at minimum 350 MB of free disk space | At minimum 512 MB RAM

System Requirements

• Screen Resolution 1200 X 800
• Microsoft Office Suite (Microsoft Word, Microsoft Excel, Microsoft Powerpoint)
• Acrobat Reader
• Google Chrome 23 or later (recommended)
• Headphones and a Webcam

Learning Resources

Will be made available electronically in a downloadable, printable, and workable format. Any changes must be reasonable and ensure access to:

• reading content (PDFs are used for longer documents) for pre-or past class readings)
• Graphics
• Video
• Audio
• Interaction via forums
• Interaction via class (online or face to face)

All learning material provided is in compliance with the Web Content Accessibility Guidelines and we are committed to ensure that it meets the POUR requirements i.e. perceivable, operable, understandable and robust.

Student Engagement

Our learners are supported throughout their learning journey that is engaging and interactive. Our trainers are selected for their ability to maintain a quality learning experience. Participation is encouraged within group learning and consolidated through individual student support, utilising our virtual ‘breakout’ classrooms.

Students interact individually with their trainer or the whole class. Interactions can be communicated verbally or via chat. Students can also be ‘handed control’ of the classroom delivery, creating a more interactive and inclusive experience for a class presentation or the like. Ongoing feedback will be provided through: 

• interaction with trainers/assessors in informal discussion forums via google classroom (upon each participation)
• in response to individual queries via emails, phone calls, face to face (when and if appropriate), text messaging via Wisenet (within 48 hours of the receipt)
• in relation to the tasks, you complete via assessment feedback recorded in the LMS (as per the training plan)
• end of term feedback given via the results release, student management system, ( at the end of every term)

Trainer to contact student if not engaged for 4 consecutive weeks without any notification. If the student is not contactable anymore, trainer to advise the training manager the same week. Training manager will try and contact the student in Week 5 and 6, if unsuccessful, the student will considered to have withdrawn.

Modes of Assessment

Students to be provided with electronic versions of written assessments. The format must not compromise the integrity of the assessment. Upon completion, the student may submit electronically via classroom or email, or USB. Where practical and/or observation assessments are required, these may be collected externally to the classroom via the assessor undertaking direct observation face-to-face or watching a live demonstration.

In addition, supplementary evidence may also be required for some courses and units such as:

• Third-party reports
• Photos
• Videos
• On job performance outcomes

Trainers and Assessors

All of our staff has undertaken professional development ensuring digital capabilities and acknowledgment of available support. At a minimum, the PDs include:

1. How to use the classroom
2. If conducting online live classes, how to run webinar technology, how to split the class into separate rooms.

In addition, trainers may be asked to complete external professional development on running online classes.

Information for international students.

Where a student requires additional time to complete their studies (beyond their visa expiry date) they will:

• need to apply for a new student visa and
• will require a new Confirmation of Enrolment.

Extension

Student visas can’t be extended automatically. The student will need to apply for a new visa that meets their current needs.

There are restrictions in force and more will be given. Listen to these daily. 

• Australian Government travel restrictions
• any state or federal health restrictions that may affect you.

COVID-19   Protect yourself and others around you.

Good hygiene includes:

• covering your coughs and sneezes with your elbow or a tissue
• disposing of tissues properly
• washing your hands often with soap and water, including before and after eating and after going to the toilet
• using soap and water or alcohol-based hand sanitisers
• cleaning and disinfecting surfaces
• if you are sick, avoiding contact with others and staying more than 1.5 metres away from people
• cleaning and sanitising frequently used objects such as mobiles, keys and wallets
• If you have fever, cough and difficulty breathing, seek medical care early
• Stay home if you feel unwell. If you have a fever, cough, and difficulty breathing, seek medical attention and call in advance. Follow the directions of your local health authority.
• Why? National and local authorities will have the most up-to-date information on the situation in your area. Calling in advance will allow your health care provider to quickly direct you to the right health facility. This will also protect you and help prevent the spread of viruses and other infections.