Staff Handbook

Policies and Procedures - PG1

Annual Leave

Permanent Staff: You are entitled to four weeks paid leave each year. The period is to be negotiated between the employee and the Managing Director. You must complete a holiday form which you can collect from the Manager.
Casual Staff: Casual staff are to let Management (or delegate) know when they are not available for work.

Answering the Telephone

When answering the telephone you are to answer in a professional manner, using the centres name and your own. E.g. “Good Morning, One World for Children, Jane Speaking:

Blood Spills

Blood skills kits are located in each car. In the case of an emergency where blood is present, you are required to use the contents of the kit.

Company Cars

Company cars are provided for any travelling that is related to training. Cars are to be picked up from the centre each morning of your workday and dropped back at the end of each day. All keys are located in the training room. Each car has a fuel card and staff are required to fill them with petrol as required (please do not leave the tank empty for the next person) If possible petrol is to be purchased at a APCO service station. The fuel card is only to be used for fuel any personal purchases must be at your own cost. All cars are to be kept tidy and free from rubbish (this includes pens, elastic bands and paperclips) and each car is fitted with an E-tag. Located in the training room is a weekly car schedule – this schedule informs you of which car you are to take on each day.

Each car is in the RACV should you break down please contact the office and we will instruct you of the next step.

Each car is covered by insurance, should you be involved in a minor accident exchange car Registration, collect drivers licence details and bring these back to the office for action. Please ring the office to let management know of the accident.

If a major accident occurs please ensure your safety and ring the office for further instructions.

Confidentiality/Privacy (procedure 1.13)

Confidentiality is of paramount importance, all of the information provided to us by participants and employers, such as addresses, phone numbers, results etc is seen and recorded only by the training staff.

One World for Children staff or management will not give any information about participants studies to anyone unless required under law.

One World Staff and management will not disclose any information about a participants studies without written permission or as required under law (unless a trainee as training progress will be discussed with the employer).

If a participant requires specific information about their training such as results, an appeal or a concern by telephone or email the training staff must ask the following: the participant’s date of birth and password for identification.

If the participant believes information held by the training centre is inaccurate they can request that the information be changed. Staff at One World will complete a Change of Information Form QF51 and place on the participants file.

One World ensures that, except as required under the Standards for Registered Training Organisations or by law, information about a client is not disclosed to a third party without the written consent of the client.

For information relating to the privacy legislation you can go to: www.dms.dpc.vic.gov.au

Information must stay confidential and privacy laws abided by.

Control of Documents

It is important that all documents forming part of our quality management system are controlled as to their issue status and location. Please ensure you make yourself aware of where the most recent forms are kept. Should you wish to develop any of your own forms this must be passed by the Training Manager or document controller to ensure the document is placed in the Business Management System appropriately.

Customer Complaints

Corrective action must be taken on all customer complaints as soon as practical after the complaint is received. If the complaint is of a nature that can not be dealt with immediately you are required to bring the issue back to the office to discuss with management. Please refer to procedure 5.1 for further details.

Disciplinary Action

Should a staff member breach regulations or centre protocol, disciplinary action will be taken. A first incident will incur a verbal warning. A second incident will incur a first written warning. A third incident will incur a second written warning and a forth incident will incur a final written warning with a notice of termination.

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