Handbook - ITR...490 Regency Road, Enfield SA 5085 P: 08 8214 4000 F: 08 8214 4040 E: [email protected] W: Innovative Training and Recruitment Course Handbook – Version 4 RTO-048F

Course Handbook Certificate IV in Personal Injury Management FNS42115

Innovative Training & Recruitment 40206

490 Regency Road, Enfield SA 5085 P: 08 8214 4000 F: 08 8214 4040 E: [email protected] W: www.itandr.com.au

Innovative Training and Recruitment Course Handbook – Version 4 RTO-048F 8

th December 2015 Commercial & in Confidence ©

Authorised: RTO Manager When printed this is an uncontrolled version Page 2 of 17

Document and Version Control (Office Use Only)

Document

Title

FNS42115 Certificate IV in Personal Injury Management (Claims

Management) Course Handbook

Prepared by: R. Hall Approved by: R. Hall

File name &

Path: N:Course Documents/RTO Current/A9 Course Handbooks

Version No. 8 Date: 18th August 2016

© Innovative Training and Recruitment (ITR) 2016

Printed by Innovative Training and Recruitment (ITR)

490 Regency Road

ENFIELD SA 5085




Table of Contents ................................................................................................................................... 1

Introduction .............................................................................................................. 4

About Innovative Training and Recruitment.......................................................... 4

Individualised Training Programs............................................................................ 5

Nationally Recognised Qualifications and Statements of Attainment ................ 5

Innovative Training and Recruitment – Rights and Responsibilities .................... 5

Recognition process – forms of Credit and National Recognition ...................... 6

RECOGNITION OF PRIOR LEARNING ............................................................................ 6

CREDIT TRANSFER .............................................................................................................. 6

What do I have to do? ............................................................................................. 7

Student Responsibilities ........................................................................................... 7

Employability Skills ................................................................................................... 7

Grow your career with a FNS41915 Certificate IV in Personal Injury

Management!........................................................................................................... 8

Who is this course for? ..................................................................................................... 8

Course content: ................................................................................................................ 8

Career Opportunities ....................................................................................................... 9

Entry Requirements ........................................................................................................... 9

How long does it take to complete the course? .................................................... 9

How are participants assessed? ................................................................................... 9

Field Placements ............................................................................................................... 9

Qualification ....................................................................................................................... 9

How much does it cost? ............................................................................................... 10

How is course content covered? ............................................................................... 10

All ITR trainers and assessors are skilled and qualified ...................................... 14

Course Delivery ...................................................................................................... 14

Enrolment and Course Management Guidelines ............................................... 14

Fees, Payments, Terms & Conditions ......................................................................... 14

1. Fees, Payments, Terms & Conditions .................................................................. 14

Withdrawal from Course ............................................................................................... 15

Special Needs .................................................................................................................. 15

Student Support Services ....................................................................................... 16

LANGUAGE, LITERACY & NUMERACY ........................................................................ 16

COUNSELLING .................................................................................................................. 16




Introduction

WELCOME to Innovative Training & Recruitment (ITR), a Registered Training Organisation (RTO

40206); we look forward to providing you with excellent training and assessment services,

including ongoing support and assistance throughout your training program.

All ITR Trainers and Assessors work to ensure that the time spent in training by Students is

relevant, successful and enjoyable. Trainers will apply their individual skills, knowledge,

expertise and practical experience to ensure they provide Students with a safe and effective

training and / or assessment experience that is designed to assist each Student to achieve

competence in the program chosen.

This course handbook outlines relevant facts for students considering enrolling in a course

with ITR. It is not an exhaustive overview of all information – so if you require additional

information please do not hesitate to contact ITR offices as per the details below.

Innovative Training & Recruitment RTO Office Details

Address: 490 Regency Road

ENFIELD SA 5085

PH: (08) 8241 4000 FAX: (08) 8241 4040

[email protected]

The Course Handbook must be read in conjunction with the Student Handbook.

Please note - ITR does not offer training to any persons under 18 years of age

About Innovative Training and Recruitment

ITR was established in September 2005 and aims to provide innovative training and

assessment services that respond to the needs of all students.

This includes the provision of

employment based training that also

counts towards Nationally Accredited

qualifications.

The cornerstone of ITR’s success is the

ability to provide Industry with well-

trained personnel who have the skills

and knowledge required to become a

competent and valued worker.

Our Mission

To be an effective provider of employment focused training in South Australia that is

respectful and tailored to meet the needs of each individual student.

Our Vision

To be the partner of choice for the provision of high quality, client-centred training.

Our Values

We believe in the individual, equity and maximum opportunity for our students and

clients.

mailto:[email protected]




Individualised Training Programs

From the National Competency Standards set for each chosen certification, and in

consultation with you and your employer (as applicable), a training program will be

designed for you that meets course, industry and your employer’s standards.

Individualised training programs will list the "Units of Competency" that you must complete to

receive your qualification.

ITR will provide training and assessment for all students against these Units of Competency at

relevant times throughout the course of the program; this may include assessments during,

and/or at completion of the course and may occur both on and off the job.

Students will be informed of the timetable for completion and submission of assessments by

their trainer at the beginning of each unit. Any application for an extension to the submission

date needs to be put in writing and provided to the trainer.

All results are noted on each Student’s Record of Performance and provided to the student

upon the completion of assessment evaluation by their assessor, enabling them to keep

track of their progress and achievements.

Nationally Recognised Qualifications and Statements of Attainment

Once you have successfully completed all

Units of Competency you will be issued

with your Nationally Recognised

Certificate (Qualification). The back of the

certificate lists the Units of Competency

where the student has been deemed

competent. This is a qualification to carry

with you for life and creates a wider range

of career options for you. It is a

qualification that is recognised across

Australia.

A Statement of Attainment is issued when you

partially complete a national certification,

listing the competencies you have

successfully achieved. If you decide to

recommence training at a later stage, you

will be credited with these units and only

need to complete the remaining units to

gain the full Qualification.

Reissuing of Certificates (Qualifications

and/or Statement(s) of Attainment) is

possible. Contact ITR to order a

replacement. An administration fee of $50

applies.

Innovative Training and Recruitment – Rights and Responsibilities

ITR is a Registered Training Organisation

(RTO), running all training operations in

accordance with the principles set down

by the VET Quality Framework 2015 (VQF

2015)

We adhere to the Training Skills &

Development Act (2008), and we are

committed to ensuring that Students have

the opportunity to attend quality training

courses in a safe and non-discriminatory

training environment.

We also guarantee to provide quick and

fair resolution to any and all complaints or

appeals raised.




ITR has a right to:

Receive and recover fees from

Students and / or their employers

(as per the agreement for each

individual), including withholding

assessment results and/or

certificates if fees have not been

paid in full

Expect Students to comply with

WHS and EEO policies and

procedures

Suspend Students for behaviour

which interrupts other Students

during the course of their training

Access Student information, as

required, while adhering to the

Privacy Act (C’wlth1998)

Assess Students

Recognition process – forms of Credit and National Recognition

ITR recognises a Student’s Australian Quality Framework (AQF) Qualifications and/or

Statements of Attainment issued by any other Registered Training Organisation (RTO).

RECOGNITION OF PRIOR LEARNING

ITR has a Recognised Prior Learning (RPL) process to enable Students to receive recognition

for skills and knowledge obtained through any previous non-accredited courses and/or

work and life experience. You may already be competent in some of the areas of the

course that you have chosen to undertake, and will be given an opportunity to apply for

RPL. If successful, you may be exempted from relevant parts of the training program.

A fee applies for RPL- an Application form for RPL may be obtained from ITR on the details

provided above.

Documented evidence must be provided by the Student, for ITR to commence with the RPL

validation process. Students will be interviewed and relevant experience detailed and

mapped against the content of the training program. Students without a portfolio of

evidence will be given the opportunity to demonstrate competence by undergoing testing

by an experienced Trainer/Assessor.

CREDIT TRANSFER

Credit Transfer is where a Student’s

previous attendance at an accredited

course is recognised and where an

exemption can be granted resulting in

that Student not having to redo either an

entire course(s) and /or individual units or

part(s) thereof.

It will only occur where there is an

agreement as to the value of the

achievement of the previous education

when related to the qualification for which

a Student now intends to undertake.

Credit Transfer is available to a Student

who has documented and verifiable

evidence of their achievements, such as

certificates and/or results etc. from the

course(s) that they have that they have

previously undertaken.

Direct Credit transfer does NOT incur any

cost to the student.




What do I have to do?

Student Responsibilities

While undertaking training & assessment at ITR, as a Student you have the right to:

Confidentiality

High quality training and assessment

Fair assessment processes

Be free from harassment of any kind

Be safe and comfortable in the training

environment

Appeal against any assessment decisions

Be treated with respect by fellow Students

and staff

Be free from discrimination

As a Student, you should actively participate in all tasks made available to you.

It is your responsibility to attend training and complete any tasks or workbooks relating to

your training program by the assessment date.

You must ensure you comply with the Terms & Conditions issued to you.

You must complete all assessments with completed work and any other work that may

assist in proving your abilities relating to the Unit of Competency you are working on at the

time.

If you are having trouble with the work or you feel you need extra help or support, you

should inform your ITR Trainer, who will be glad to assist you.

Employability Skills

Undertaking training with ITR involves the acquisition and development of both technical skills &

knowledge, and “employability skills” which are defined as:

“The skills required to gain and maintain employment and also to progress within an enterprise or

expand employment capability, so as to achieve one's potential and contribute successfully to the

enterprise’s success.”

They are sometimes referred to as “soft skills”.

The eight identified employability skills are:

Initiative & Enterprise

Learning

Self-Management

Planning & Organising

Teamwork

Problem Solving

Communication

Technology

Both employability and technical skills are important in your overall development, and often you

will use them at the same time.

Employability skills are important because:

they can help you perform better in the workplace

they can be used in any future job you perform

they can help your organisation achieve more of its goals




Grow your career with a FNS42115 Certificate IV in Personal Injury

Management!

The Certificate IV in Personal Injury Management is nationally recognised training that gives you

the practical skills. This course is designed to strengthen the skills and knowledge of participants in

three key areas:

Communication skills

Return to work strategies, rehabilitation services and client education.

Negotiation skills

Who is this course for?

Training Package Release Date Release 2, 14th January 2016

Course content:

Thirteen units are required to gain the full certificate.

Unit Code Unit Name

FNSCUS401 Participate in negotiations

FNSCUS402 Resolve disputes

FNSPIM409 Maintain customer relationship

Elective

FNSISV405 Analyse insurance claims

FNSPIM302 Determine claim liability

FNSPIM303 Work within the personal injury management sector

FNSPIM401 Plan and implement rehabilitation and return to work and health strategies

FNSPIM413 Assist with preparations for conciliation and review hearings

FNSPIM403 Educate clients on personal injury management issues

FNSPIM405 Facilitate a return to work

FNSPIM414 Manage personal injury claims

FNSPIM415 Manage personal injury case loads

PSPGOV516A Develop and use emotional intelligence

This course is ideal if your job role requires well-developed skills and a broad knowledge base in a

wide variety of contexts within the personal injury management sector.

This course is targeted at individuals working in the workers compensation industry. The role may

involve leadership or supervision with some responsibility for the claims processing of others.




Career Opportunities

After completing the Certificate IV in Personal Injury Management, students will be able to work in

the personal injury management sector that may relate to job roles within workplace injury

insurance and compulsory third party insurance (CTP).

Possible work roles could be:

Processing claims within a large

organisation

Working as a claims manager

Managing a claims team

Analysing claims

Resolving disputes

Entry Requirements

Students are expected to have the FNS30215 Certificate III in Personal Injury Management or at

least 6 months experience in the workers compensation industry prior to be granted entry to the

this course.

The course assumes participants will have working access to a case management environment,

and have experience inputting cases into industry software.

How long does it take to complete the course?

The duration will vary according to the delivery method and the level of experience of the student.

Nominal Hours

Certificate IV in Personal Injury Management = 450 hours study to complete the entire course,

including reading, workshops/ online /distance, research and assessments.

Course Duration

Approximately 50 weeks

How are participants assessed?

Assessment is undertaken via a range of methods including short answer quizzes, case studies,

activities and discussion (workshops only).

There are on-the-job projects and workplace based assignments. Students will be required to

complete a workplace log book in conjunction with their workplace supervisor.

Field Placements

ITR requires the completion of a 120 hour field placement with the students own employer, or

an employer sourced and established by ITR. During this placement the student will be

required to complete a learning plan, participate in a mid and end of placement review

process and complete a workplace log book in conjunction with their Field Educator.

These placements provide students with an opportunity to apply in practice the knowledge

developed in the classroom for reflective, creative and critical thinking, resourcefulness, self-

direction, self-responsibility and initiative.

Qualification

Each course participant who successfully completes all thirteen units of competency will be issued

with the qualification: Certificate IV in Personal Injury Management.

A Statement of Attainment for each unit successfully completed will be issued to participants who

partially complete the course.




How much does it cost?

$2000 – Correspondence/Classroom: (GST exempt) for thirteen units

$1750 – Online (not yet available): (GST exempt) for thirteen units

Corporate Group Training: Please contact us for a quote.

Course fees include:

All course notes and learning material.

Email and phone support throughout the course.

Nationally Accredited Qualification – Certificate IV in Personal Injury Management (Claims

Management) on successful completion.

Assessment.

How is course content covered?

8 x 1 day Workshops

Online learning – self paced

Self-paced learning (distance/correspondence)

External Workbooks – self paced

External assessments

A 120 hour placement for students not employed in a related role – workplace based

activities

Development of a portfolio of evidence

Mentoring

Where are courses delivered?

Classroom / Workshops

The Certificate IV in Personal Injury Management qualification is delivered via classroom learning

at ITR or on-site at the employer’s premises. Classroom learning can be offered at the following

venues:

Enfield Office

490 Regency Rd, Enfield SA 5085

Mawson Lakes

Suite 5, West Wing, Innovation House

Technology Park

Mawson Lakes Boulevard

Mawson Lakes SA 5095

Christies Beach

Unit 5/40 Beach Rd Christies Beach SA 5165

Equipment/Resources Required

The following equipment/resources are recommended for online completion of the course:

□ A computer

□ Basic computer skills

□ Internet access

□ Up to date operating system

□ Latest version of a web browser i.e. Safari or Chrome

□ Microsoft Office or similar software




□ Adobe Acrobat Reader

□ Access to email

□ Printer

□ Password

□ Paper

□ Phone




Course Timeline – FNS42115 Certificate IV in Personal Injury Management

This timeline provides guidance to enable students to track what they should be

working on from week to week during the 50 week study period.

Duration Event Timing/Purpose/Important points

Intro Session (completed at the beginning of

the first session)

Self-Paced activities

Assessment


Assessment

The aim of the first part of the session is to provide you

with an overview of the course and its structure. The

session will cover administration, assessment details,

and support services available to you as a participant.

The second part of the session covers the following:

Practical claims management skills

- FNSISV405Analyse insurance claims

- FNSPIM414 Manage personal injury claims

- FNSPIM415 Manager personal injury case loads

- FNSPIM302 Determine claim liability

The second session sees the conclusion of the module

After completing each session, you will be provided with

activities to complete over the next month so you can

practice and reinforce your learning and complete

Assessment tasks in your assessment booklet.

Week 1 (S1)

Day 1

Intro - ½ hour

Training – 7 hours

Week 4 (S2) Day 2


Self-paced activities

Training Delivery

Online

Distance

At the 2 sessions the following will be covered:

Enhancing communication and education skills

FNSPIM303 Work within the personal injury

management sector

FNSPIM409 Maintain customer relationships

PSPGOV516A Develop and use emotional

intelligence






Week 9 (S3)

Day 3



Week 14 (S4)

Day 4



Training Delivery

Online

Distance





Assessment


Assessment

Training Delivery

Online

Distance


Promoting improved health and return to work

outcomes

- FNSPIM401 Plan and implement rehabilitation and

return to work strategies

- FNSPIM405 Facilitate a return to work

- FNSPIM403 Educate clients on personal injury

management issues


-

At the end of

the 50 week

period

assessments

need to be

submitted

You need to be sure to complete all

Assessment Tasks (1-12) in the Assessment

booklet and submit as per the instructions

in the Assessment booklet.

Weeks 36-50

Assessments

Submit by end

week 50

Week 18 (S5)

Day 5



Week 24 (S6)

Day 6







Training Delivery

Online

Distance


Dispute Management

FNSCUS402 Resolve disputes

FNSCUS401 Participate in Negotiations

FNSPIM413 Assist with preparations for conciliation

and review hearings

Week 30 (S7)

Day 7



Week 35 (S8)

Day 8










All ITR trainers and assessors are skilled and qualified

All ITR trainers have the following:

Certificate IV in Training and Assessment (TAE40110).

Have extensive training and assessment experience.

Are qualified in their discipline.

Have a history of working in industry.

Have participated in a course induction giving them a sound understanding of the

complete curriculum and all training services policies & procedures.

Are supervised by the RTO Manager.

Course Delivery

ITR will:

Ensure that a current copy of the accredited course / endorsed Training Package and

information regarding the program of study, availability of learning resources and appropriate

support services are available to Students.

Ensure that training and assessment occur in accordance with the requirements of the

accredited course/endorsed Training Package, and where appropriate, the state or national

licensing and/or legislative requirements.

Obtain written permission from course copyright owners prior to course delivery to use and, where

required, customise courses to suit individual Organisation /Enterprise requirements, thus enabling

participating Students (and their Organisation /Enterprise, where applicable) to gain the best

learning outcome.

Enrolment and Course Management Guidelines

Fees, Payments, Terms & Conditions

The following information is covered in detail in the Student Handbook – please ensure you read

the Student Handbook before making any commitment to a course of study.

1. Fees, Payments, Terms & Conditions

2. Student Registration processes

3. Cancellation Policy

4. General conditions of being a student

5. Certification requirements

6. Provision of Information

**In the case of fee-for-service self-funded Students, no certificates will be issued until all Course

requirements have been met and all associated fee payments have been completed.

See the Student Handbook for details of ITR’s Student Fee Payment Plan.




ITR Reserves the right to cancel any workshop and to change the venue if circumstances require it.

All participants affected by a cancellation will receive a refund or be offered the opportunity to

transfer to the next available course.

Withdrawal from Course

If you are thinking of withdrawing from a partially completed Course, you should speak with either

your Trainer or the RTO Manager about your circumstances as soon as possible, so that time can

be made to discuss and resolve any difficulties that may have arisen. If you withdraw, ITR must be

informed, in writing. If the withdrawal occurs once the Course has started and we are not properly

notified, the withdrawal may result in a “Not Yet Competent” being recorded against you in

Student Records.

Students must also be familiar with ITR’s Terms and Conditions policy regarding informing their

Trainer should they be experiencing any difficulties in regards to attending and/or completing their

chosen Course. However, in each case, it is important for Students to speak with their Trainer (or

the RTO Manager, if they prefer) as soon as possible in relation to any difficulties that they may be

experiencing in regard to such matters as:

their continuing attendance and/or participation, (this can be due to any number of

reasons, including personal reasons)

the level of difficulty of any aspect of the Course including the assessment process

completion of tasks within required timeframes etc

ITR will consider a full/part refund or transfer where a participant meets with a serious

misadventure and cannot continue their enrolment.

Special Needs

All Students are provided with the assistance and ongoing support to achieve their goal to gain

competency in their chosen Training Package.

ITR caters where possible for any special needs. Please advise us on application or before enrolling

to ensure we can cater for your needs.

We are committed to ensure that all Students be given as much support and assistance as they

may reasonably need to successfully complete their Course, however we can only do that with

open communication and collaboration with our Students.




Student Support Services

rt Services

LANGUAGE, LITERACY & NUMERACY Should any Student require assistance with literacy and numeracy skills that is beyond the scope of

ITR staff, they will be directed to the following agencies for assistance:

Reading and Writing Hotline (8am – 8pm): 1300 655 506

English Language Centre 08 8226 6555

Services for people with Non-English Speaking Background:

Ethnic Link Services 08 8241 0201

Translating and Interpreting Service 13 14 50

COUNSELLING Counselling can be provided confidentially to a limited level by ITR staff in relation to Training &

Assessment issues, however, Students may need to be directed to other agencies for professional

help and guidance.

Aboriginal Unit 8463 4800

Equal Opportunity Commission 8207 1977

or Free call 1800 188 163

Counselling Services

Mediation Services 08 8350 0376

Disability Services 08 8226 6052

Lifeline (24 hour service) 13 11 14

TRAINING SUPPORT

Training Advocate 1800 006 488

Australian Skills Quality Authority (ASQA) 1300 701 801

ACPET Student Support Service

http://www.acpet.edu.au/students/student-support

Industry Support & Resource Information

** For assistance in other states and/or territories in Australia in any of the above areas

please speak with the RTO Manager.

Location Opening hours 400 King William Street 8:30am - 5:30pm

Adelaide SA 5000 Monday to Friday

Australia

Postal address 13 18 55 GPO Box 2668

Adelaide SA 5001




Enjoy your training program and reap the rewards!

Innovative Training and Recruitment

“Taking training forward”