Online Service Standards

Online Service Standards

genU Training offers a range of courses that can be delivered partly or wholly online. genU Training is committed to providing a quality learning experience for students studying online.

These online service standards explain genU Training’s commitment to our students in the following key areas.

genU Training will provide the following support to students studying any aspect of their course online:

Trainers and/or Assessors availability

Trainers/assessors are available for queries about learning and assessment and can be contacted by phone on 1300 582 687 or via email within the learning management system.

Trainers/assessors will endeavour to respond to queries within 48 hours (Monday to Friday).

Assessments will be marked and returned within a timely manner, usually within two weeks of the assessment due date.

Administrative Support

Students are able to contact genU Training during opening hours on 1300 582 687 or emailing an online enquiry.

IT Support Services

Students are able to contact genU Training during opening hours on 1300 582 687 or emailing to training@genu.org.au for technical enquiries.

Support Services

genU Training has many support services available such as:

    • scheduled fortnightly students supports
    • one-on-one advice sessions
    • group /individual zoom (video conference)
    • support for students facing challenges
    • useful study materials.

Students requiring counselling services are encouraged to the contact the course coordinator to assist with identifying appropriate community services for students to contact including:

    • Local community and welfare agencies for support services such as emergency and permanent housing, legal advice and cultural, welfare and family/relationship support
    • Funded and affordable counselling services for specialist support to deal with issues such as addictions, trauma, grief, mental health issues and anti-social behaviours

Students can review the genU Training Learner Handbook for a list of Services and Support for further detailed information.

On-Site Services

Any student enrolled online with genU Training can access their local campus for support and resources. Visit the campuses page to find out about your nearest campus.


 

genU Training conducts a comprehensive pre-training review of all prospective students to determine whether a course is suitable and appropriate. This review also includes a Language, Literacy and Numeracy assessment.

The purpose of the review is to help and assist genu Training staff in ensuring students are placed into the most appropriate course that meets the students individual needs and where required, provide appropriate support.

Assessment of a students digital literacy level is also incorporated in the review to ensure students have the ability to access the online material as required.

An outcome is determined, by:

• Asking students to undertake a self-assessment quiz
• Discussing with the student the quiz outcomes and making recommendations about whether the course is suitable, and identifying additional support where required.

genU Training uses a customised learning management system (LMS) called Moodle for online course delivery. In order to use Moodle, students will require a device that has:

• Access to the internet
• A web browser (e.g.: chrome, firefox)
• Preferably the latest version of Microsoft Office
• The capability to add additional software as required depending on the requirements of the units being studied (e.g. Adobe Reader).

Web-based content is available on hand held devices including mobile phones and tablets.

LMS help guides and resources are made available to students and include but not limited to:

• Getting started – How to guide to login and access LMS
• Getting started – How to guide to navigate the LMS
• How to submit assessments – How to guide on submitted completed assessments


 

genU Training ensures that learning materials used in online training are interactive and presented in a variety of formats, including:

• Guided content
• Graphics
• Videos
• Audio
• Interaction through discussion forums and webinars

The principles of the Web Accessibility Guidelines are applied to our learning materials, by ensuring that they are perceivable, operate, understandable and robust.


 

genU Training provides an online learning experience that is engaging and interactive.
Trainers/assessors and course coordinators monitor students participation to ensure that students continue to progress through the unit content at an appropriate rate.

Collaborative learning opportunities may be provided so that students can interact with other online students in the same unit through:

• Discussion forums
• Webinars
• Video conference links

Ongoing feedback from the allocated trainer/assessor will be provided throughout the unit, via:

• interaction with trainers/assessors in informal discussion forums
• in response to individual queries and in relation to tasks you complete

Trainers/assessors and/or course coordinators will contact students who have not accessed the learning material within two weeks from the unit commencement date. genU Training will identify students at risk and where a student has not accessed the learning material within four weeks from the unit commencement date and the trainer/assessor and/or course coordinator has attempted multiple times to assist the student to re-engage.


 

Different types of assessment may be used for each unit. Assessments may include:

• Knowledge questions
• Projects
• Case studies
• Demonstration of practical skills

Where students are asked to demonstrate competency in practical skills, this may require the use of video technology.


 

All genU Training trainers and assessors delivering online courses are qualified, current and competent in their relevant course area. Trainers and assessors undertake professional development in online delivery.


 

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