Learner Support Policy


We believe in supporting our learners regarding their learning, before, during and after the learning intervention.  It is inevitable that learners could face various challenges during the learning and assessment phase.  We are committed in supporting our learners in the following:

  • Access to all learning programmes in terms of race, sex, gender and disability
  • Learners with Disease (HIV/TB)
  • Barriers to Learning (Physical, psychological, intellectual)
  • Withdrawal and refunds
  • Termination of programmes
  • Course repetition
  • Retention of learners

Learner Support Procedures

General Learner Support Procedures

  • During the education and training process the Company will ensure the needs of individual learners are identified, development plans formulated, process is regularly reviewed, feedback is given, support is provided, and pre-exit guidance is available.
  • Learners will have access to support during the training intervention via coaches and mentors which will be sourced within the Company.
  • The process of gathering information about Learner’s strengths, difficulties, aspirations, and needs will be undertaken by facilitators in partnerships with the Learner.
  • The Company will provide regular opportunities for Learners to review their progress and make any changes to their development plans while they are undertaking their programmes.
  • The Company will ensure that support services include activities such as assessment of prior learning and achievement, and assessment on demand. The Company will ensure that Learners embark on a programme that will enable them to achieve legitimate and realistic outcomes, e.g. to improve their skills, knowledge and competencies, compete more effectively in the labour market and progress to their chosen education and training programmes.
  • Learners have access to the facilitator during work hours.
  • Over and above general information, learner will be provided with information as per equipment and learning material inventory.
  • Learners are informed that they continuously can individually or may also in the group setting raise needs for counselling and support.
  • When needed, learners are counselled, supported and/or referred.
  • Learners in need for counselling and support will continuously be followed up.
  • Learners have the right to Complain. If a Learner wishes to make a Complaint or lodge a formal Grievance, they will be given a Learner Complaint / Grievance Form (Refer to Form 1).
  • Learners are offered the opportunity to attend a Portfolio of Evidence Building Workshop;
  • Learners are assisted as much as possible with the completion of their POE’s to obtain Certificates of Competencies;
  • Learners are issued with Competency Certificates once the Company have gone through the Assessment and Internal, External Moderation Process;
  • Details are captured onto the National Learner Records Database;
  • Past learners:
    • have access to the facilitator during work hours on prior arrangement only.
    • will have access to their detailed records as captured in the learner database.

Supporting Learners with Diseases (including HIV/AIDS) Procedures

  • The Company adheres to the NATIONAL POLICY ON HIV AND AIDS FOR LEARNERS AND EDUCATORS IN FURTHER EDUCATION AND TRAINING INSTITUTIONS (10 AUGUST 1999 VOLUME 410 NUMBER 20372).
  • In keeping with International standards and in accordance with education law and the constitutional guarantees of the right to a basic education, right not to be unfairly discriminated against, the right to life and bodily integrity, right to privacy, the right to safe environment and the best interests of the child.
  • Our Company will develop knowledge, skills, values and attitudes in order that we may adopt and maintain behaviour that will protect them from HIV infection and to support infected and affected.
  • Learners and educators are not compelled to disclose their status. In cases where voluntary disclosure of their status has been done, it will be treated confidentially.
  • The Company will source brochures offering information on HIV/AIDS. This will be kept in the reception area and learners will be free to take a brochure. These brochures will cover the following information:
    • Sexually active persons will be advised to practice safe sex and to use condoms;
    • Learners will be educated about their rights concerning their own bodies, to protect themselves against rape, violence, inappropriate sexual behaviour and contracting HIV.
  • The constitutional rights of all learners and educators will be protected on an equal basis. If a suitably qualified person ascertains that a learner or educator poses a medically recognised significant health risk to others, appropriate measures will be taken.
  • A medically recognised significant health risk in the context of HIV/AIDS could include the presence of untreatable contagious (highly communicable) diseases, uncontrollable bleeding, unmanageable wounds, or sexual or physically aggressive behaviour, which may create the risk of HIV transmission.
  • The Director will arrange for the learner to be removed and referred to the site’s Health Officer or to a nearby clinic/hospital who will treat any wounds or uncontrollable bleeding. In the case of sexual or physically aggressive behaviour, will contact security to have the learner removed or refer the learner to the closest counsellor
  • Learners with infectious illnesses such as measles, German measles, chicken pox, whooping cough and mumps will be kept away from the training centre to protect all other members of the training centre, especially those whose immune systems may be impaired by HIV/AIDS.
  • These learners will be given additional time to complete any outstanding assignments / assessments.
  • All educators will be trained to give guidance on HIV/AIDS. Educators will respect their position of trust and the constitutional rights of all learners in the context of HIV/AIDS.
  • The Director will be attending HIV/AIDS Training to up skill the Company’s resources.
  • No learner or educator with HIV/AIDS may be unfairly discriminated against directly or indirectly. Educators will be alert to unfair accusations against any person suspected to have HIV/AIDS.
  • Learners, educators and other employee with HIV/AIDS will be treated in a just, humane and life-affirming way.
  • Any special measures in respect of a learner or educator with HIV will be fair and justifiable in the light of medical facts, established legal rules and principles; ethical guidelines; the best interest of the learner and educator with HIV/AIDS; institution conditions; and the best interest of other learners and educators. To prevent discrimination, all learners and educators will be educated about fundamental human rights as contained in the Constitution of the Republic of South Africa, 1996.
  • In situations, whereby learners are being discriminated because of the HIV/AIDS status, the Director will call in a subject expert who will educate the learners on HIV/AIDS.
  • No learner may be denied admission to or continued attendance at an institution because his or her HIV/AIDS status or perceived HIV/AIDS status.
  • No educator may be denied the right to be appointed in a post, to teach or to be promoted because his or her HIV/AIDS status or perceived HIV/AIDS status. HIV/AIDS status may not be a reason for dismissal of an educator, nor for refusing to conclude, or continue, or renew an educator’s employment contract, nor to treat him or her in any unfair discriminatory manner.
  • The Company will provide learners or educators with details of clinics whereby they may attend counselling sessions on the disease.
  • There will be no medical justification for routine testing of learners or educators for evidence of HIV infection. The testing of learners for HIV/AIDS as a prerequisite for admission to, or continued attendance at an institution, to determine the incidence of HIV/AIDS at institutions, is prohibited. The testing of educators for HIV/AIDS as a prerequisite for appointment or continued service is prohibited.
  • Learners with HIV have the right to attend any institution. The needs of learners with HIV/AIDS about their right to basic education will as far as is reasonably practicable be accommodated in the institution. Learners with HIV/AIDS are expected to attend classes in accordance with statutory requirements for if they can do so effectively. When learners with HIV/AIDS become incapacitated through illness, the institution will make work available to them for study at home and will support continued learning where possible.
  • The Company will assist learners by either emailing/faxing or posting learning material or assignments. Learners can reschedule Assessments or different assessment tools will be incorporated to assist the learner as far as possible. This will be in consultation with the Learner, Assessor, Moderator and the Director of The Company.
  • The Company will make provision to implement universal precautions to eliminate the risk of transmission of all blood-borne pathogens, including HIV, effectively in the institution environment. Universal precautions include the following:
    • Blood, especially in large spills such as from nosebleeds, and old blood or blood stains, will be handled with extreme caution;
    • Skin exposed accidentally to blood will be washed immediately with soap and running water;
    • All bleeding wounds, sores, breaks in the skin, grazes and open skin lesions will ideally be cleaned immediately with running water and/or other antiseptics;
    • If there is a biting or scratching incident where the skin is broken, the wound will be washed and cleansed under running water, dried, treated with antiseptic and covered with a waterproof dressing;
    • Blood splashes to the face (mucous membranes of eyes, nose or mouth) will be flushed with running water for at least three minutes;
    • Disposable bags and incinerators will be made available to dispose of sanitary wear.
  • The basis for advocating the consistent application of universal precautions lies in the assumption that in situations of potential exposure to HIV, all persons are potentially infected, and all blood will be treated as such. All blood, open wounds, sores, breaks in the skin, grazes and open skin lesions, as well as all body fluids and excretions which could be stained or contaminated with blood (for example tears, saliva, mucus, phlegm, urine, vomit, faeces and pus) will therefore be treated as potentially infectious.
  • Cleansing and washing will always be done with running water and not in containers of water. Where running tap water is not available, containers will be used to pour water over the area to be cleansed.
  • All persons attending to blood spills, open wounds, sores, breaks in the skin, grazes, open skin lesions, body fluids and excretions will wear protective latex gloves or plastic bags over their hands to eliminate the risk of HIV transmission effectively. Bleeding can be managed by compression with material that will absorb the blood, e.g. a towel.
  • If a surface has been contaminated with body fluids and excretions which will be stained or contaminated with blood (for instance tears, saliva, mucus, phlegm, urine, vomit, faeces and pus), that surface will be cleaned with running water and fresh, clean household bleach solution), and paper or disposable cloths. The person doing the cleaning will wear protective gloves or plastic bags.
  • Blood-contaminated material will be sealed in a plastic bag and incinerated or sent to an appropriate disposal firm. Tissues and toilet paper can readily be flushed down a toilet.
  • If instruments (for instance scissors) become contaminated with blood or other body fluids, they will be washed and placed in a strong household bleach solution for at least one hour before drying and re-using.
  • Needles and syringes will not be re-used but will be safely disposed of.
  • All open wounds, sores, breaks in the skin, grazes and open skin lesions will at all times be covered completely and securely with a non-porous or waterproof dressing or plaster so that there is no risk of exposure to blood.
  • The Company will have a first aid kit of which will contain:
    • two large and two medium pairs of disposable latex gloves;
    • two large and two medium pairs of blue rubber gloves for handling blood-soaked material in specific instances (for example when broken glass makes the use of latex gloves inappropriate);
    • absorbent material, waterproof plasters, disinfectant (such as hypochlorite), scissors, cotton wool, gauze tape, tissues, containers for water and a resuscitation mouth piece or similar device with which mouth-to-mouth resuscitation could be applied without any contact being made with blood or other body fluids;
    • protective eye wear; and
    • a protective face mask to cover nose and mouth.

Supporting Learners with Withdrawal and Refund Procedures

  • Our Company requires those Learners who wish to have a refund to submit a signed letter requesting a refund and stating the reason(s) for the claim.
  • Requests are summarised in a withdrawal and refund record, which becomes part of the review process.
  • Our Company will allow Learners enrolled for a course to withdraw from the course within reasonable time;
  • Cancellation fee: If the facilitation is cancelled the following cancellation fee will apply:
    • Cancellation within one month of the agreed upon dates 25%;
    • Cancellation within two weeks of the agreed upon dates 50%;
    • Cancellation within one week of the agreed upon dates 100%.

Supporting Learners with in the Event of a Course being Terminated Procedures

  • If we terminate a course and the learners have already started the course, we will support learners by referring them to another accredited Institute.
  • If we terminate a course and the learners have already started the course and completed their POEs, we will ensure that POEs are assessed and moderated. We will also ensure that the project is completed, and the learners are issued with certificates.

Supporting Learners to Address Repetition of Programmes Procedures

  • Learners are given 3 attempts to complete their Portfolio of Evidences and to be found “Competent”.
  • If the learner is still found “Not Yet Competent” they can then re-do the class at a reduced cost of 50% when the class is scheduled next.
  • The Company offer support before, during and after the theory classes and learners have access to facilitators out of the classroom. It is therefore anticipated that the company would not have learners needing to re-do any classes.

Learner Retention

The Company will ensure that all learners:

  • Are all treated with respect;
  • Are listened to when they have a complaint / grievance or concern;
  • Are provided with sufficient resources to complete their learning programme;
  • Premises are per the Health and Safety Training Venue Checklist (Refer to Form 4);
  • Are taught by high quality facilitators;
  • Are awarded the opportunity to partake in the various social activities that the Company provides per Learner Social Support.
  • The Company will endeavour to network amongst their stakeholders to ensure that all Learners are afforded the opportunity to have access to workplace learning;
  • The Company will endeavour to promote unemployed Learners to the workplace by the following methods:
    • CV’s will be submitted to the HR Manager;
    • The Company will arrange an informal interview between the Learner and the HR Managers of the companies that the learners are completing their practical workplace activities, to ascertain the suitability of available job roles and the Learner’s capabilities;
    • The Company will suggest that the various stakeholders consider taking on the unemployed learner on a temporary contract basis;
    • The Company will encourage the learner to complete the training provided by The Company before becoming employed (permanently or temporarily) to benefit from this training.  If the learner wishes to leave before the training contract is completed, further discussion will need to be held between all the role players to ensure that the learner is not discriminated for the opportunity in becoming employed.

Learner Support – E-Learning (Pending QAP Approval)

  • Learners will have access to this policy via our company website and will be well versed in the support that our company offer
  • Our company will ensure that all the criteria included for our learner support and guidance as well as our programme development and delivery are available equally to our learners using the E-Learning platform
  • Learners are required to complete a Computer Pre-Assessment Literacy assessment to validate their readiness from a computer literacy point of view. In the event learners fail this they are invited to complete the Computer Literacy programme before proceeding with their main course
  • Access will be from our company website and each learner will be issued with a username and password to ensure authenticity and confidentiality
  • We will ensure all learners who submit queries via the internet are assisted within a 48-hour period
  • For learners who battle with understanding concepts or are at risk of not meeting the assessment criteria we will use the following support methodologies:
    • Team Viewer / Any Desk – to show technical queries
    • Skype – to unpack any major misunderstandings – this will be limited to a certain number of hours as the whole reason for E-Learning is to limit the class room time thus making the programme more affordable to the learner
  • Learners will be required to complete the E-Learning Model and Methodology Checklist (see E-Learning Policy) before embarking on E-Learning.
  • Learners who need assistance with the navigation of any programme will be advised to book a free 1-hour session with one of our E-Learning Facilitators
  • Learners will be monitored according to their log in time and should a learner not hand any assignments in after a certain time – they will be contacted telephonically to see what challenge they may be experiencing
  • All records of support provided whether by email, chat room, blog, WhatsApp will be saved onto the learner’s profile which may be viewed by the learner and the E-Learning Manager

Learner Support Process Flows

i. General Learner Support Process Flow

ii. Supporting Learners with Diseases (including HIV/AIDS) Process Flow

iii.Supporting Learners with Withdrawal and Refund Process Flow

iv. Supporting Learners with in the Event of a Course being Terminated Process Flow

v.Supporting Learners to Address Repetition of Programmes Process Flow