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 learners studying online.

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

Learner Support

genU Training will provide the following support to learners 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

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

IT Support Services

Learners are able to contact genu Training during opening hours on 1300 582 687 or emailing to for technical enquiries.

Support Services

genU Training has many support services available such as:

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

Learners requiring counselling services are encouraged to the contact the course coordinator to assist with identifying appropriate community services for learners 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

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

On-Site Services

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

Student Entry Requirements and Induction

genU Training conducts a comprehensive pre-training review of all prospective learners 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 learners are placed into the most appropriate course that meets the learners individual needs and where required, provide appropriate support.
Assessment of a learner’s digital literacy level is also incorporated in the review to ensure learners have the ability to access the online material as required.
An outcome is determined, by:
• Asking learners to undertake a self-assessment quiz
• Discussing with the learner 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, learners 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 learners 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

Learning Materials

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.

Student Engagement

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

Collaborative learning opportunities may be provided so that learners can interact with other online learners 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 learners who have not accessed the learning material within two weeks from the unit commencement date. genU Training will identify learners at risk and where a learner 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 learner to re-engage.

Mode and Method of Assessment

Different types of assessment may be used for each unit. Assessments may include:
• Knowledge questions
• Projects
• Case studies
• Demonstration of practical skills
Where learners are asked to demonstrate competency in practical skills, this may require the use of video technology.

Trainers and Assessors

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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