New DirectionsLearner Handbook

2013/14

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good

welcome

Welcome to New Directions

Customer CareNew Directions is committed to continually improving its customers’ experience. If you would like to nominate a member of staff for a ‘customer care excellence award’ please contact your centre reception to obtain a form so that you can nominate them.

Thank you for enrolling with New Directions. We hope that you find this handbook useful. We have tried to include as much information as possible. However if you have any other questions please ask a member of staff.

We hope that you enjoy all our services. Best wishes from all staff at New Directions.

New Directions’ Mission & Vision

New Directions’ mission is to provide best value adult, family learning and employment opportunities which meet the needs and aspirations of the whole community of Reading. New Directions’ vision is “our door will open a new direction for everyone”, either through our own interventions or by appropriate signposting/referral and partnership working.

“ The course has both a social and intellectual value that is probably underestimated. It keeps my mind active, encourages me to study and keeps my memory sharp. The teacher is excellent, and dedicated to her students, and couldn't be more highly regarded. “

Language Student

Contents

Welcome to New Directions 2When are we open? 4Customer Charter 5Learner Support Services - Finance 6Learner Support Services - Classroom 7General Information 8Moodle/Virtual Learning Environment 9The Paperwork 10National Careers Service 11LifeLong Learning Account 12 Health & Safety 13Fire Safety, First Aid & Safeguarding 14Equality & Diversity 15Equality & Diversity 16Acceptable Use of ICT Policy 17Have Your Say 18Surveys 19Learner Satisfaction Survey Responses 20Learner Survey Literal Responses 21Volunteering & Vacancies 22Who can I contact? 23

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open

Open

When are we open?

Monday 28 October – Friday 1 November

Monday 23 December – Friday 3 January

Monday 10 February – Friday 14 February

Monday 17 February – Friday 21 February

Monday 7 April - Friday 18 April

Monday 26 May – Friday 30 May

Monday 14 July – Friday 18 July

18 July

Autumn half term

Christmas holiday

February exam period

February half term

Easter holiday

May half term

July exam period

End of Summer Term

Holiday Dates

Therefore, individual courses may start at different times duringthe day. Please refer to the information sheet for the specific start date and duration of your particular course.

For general reference, these are the weeks in which centres areclosed in the evenings in academic year 2013-2014, and thereforethere are no lessons running. These coincide with the Reading Borough Council school term dates.

New Directions’ centres are open during the day time 51 weeks of the year and in the evenings for 36 weeks. We aim to deliver our services on demand at a time and location to suit the needs and requirements of our customers.

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If you are unable to attend an activity please let us know by leaving a message on 0345 842 0012. If you do not attend a course for four consecutive weeks or at least 80% of classes without explanation, you could lose your place.

What should I do if I cannot attend or will be late?

late

Monday 28 October – Friday 1 November

Monday 23 December – Friday 3 January

Monday 10 February – Friday 14 February

Monday 17 February – Friday 21 February

Monday 7 April - Friday 18 April

Monday 26 May – Friday 30 May

Monday 14 July – Friday 18 July

18 July

Customer Charter

What can I expect from New Directions? What will they expect of me?

Our Obligation to You• Punctuality from staff and tutors, and the postponement, rescheduling or cancellation of services only if absolutely necessary.• A learning environment free from discrimination.• A safe, healthy and supportive environment wherever services take place.• Commited to LifeLong Learning and providing learning opportunities for the residents of Reading.

Your Obligation to Us• Inform us of any additional needs and/or disabilities before the start of activities/courses to enable New Directions to put support mechanisms in place.• Attend activities/courses/programmes punctually and regularly and inform us when you are unable to attend.• Behave in a way that does not offend others, is not discriminatory in terms of of age, disability, gender, gender re-assignment, pregnancy and maternity, race, religion or belief and sexual orientation; • Show care, consideration and respect to all staff and fellow customers.• Comply with health and safety requirements, taking care of yourself and others at all times.• Respect premises, property and equipment.• Pay all fees promptly.• Agree to treat all staff and other customers in a polite and nonaggressive manner at all times. Any rudeness, verbally or physically threatening behaviour, to staff or other customers results in the immediate withdrawal of services.• Give feedback regarding the services you have used when asked, so that services can better meet the needs of future customers.• Ensure you are aware of the complaints procedure.

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Learner Support ServicesFinancial Support

Material CostsSupport with costs of materials may be available through the Hardship Fund. The Hardship Fund is only available to learners aged 19 and over and can be used to contribute towards cost associated with studying on a New Directions Course.Submitting an application does not guarentee that you will receive support. The scale of the support may vary.

ChildcareNew Directions provides support with the cost of Ofsted registered childcare for learners who attend courses which lead to a formal qualification. Childcare forms are obtainable from any of our centres.

Can I get a Refund?

Full refunds are given:

• When New Directions cancels a course for any reason.

Partial refunds are given:

• For long-term customer sickness (including pregnancy-related illness). Written proof is required. This refund is pro-rata.• When written notice of withdrawal from a course is submitted to our Customer Relations Officers, New Directions, Central Reading Centre, at least 6 working days prior to the start of a course.• All partial refunds are subject to a £25 administration fee.• All exam resits will be charged for.

money

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Classroom Support

At New Directions we want you to get the best out of your learning. If you are having any difficulties in your class then we want you to tell us. Here are some of the things you can do:

Talk to your TutorLet your Tutor know that you are having difficulties and discuss what might help.

MoodleOn the Learner Support site of Moodle we are adding some useful resources about returning to learning, study skills and some useful web sites.

Talking to someone.You can ask your Tutor or Reception Staff to contact our Learner Support Team. Jane Darnell or Amanda Paradine will then contact you and talk either over the phone or face to face.

Things New Directions can do:

VolunteersWe have a wonderful team of volunteer support workers who give up their free time to support learners.

Additional SupportIf you are on an accredited course we can discuss a range of support options including volunteers, Learning Support Workers and some physical resources such as coloured paper and adapted IT equipment.

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General Information

Access to Our BuildingsFacilities such as induction hearing loops, disabled toilets, improved wheelchair access and improved signage to aid partially sighted customers are in place.

ParkingLimited parking is available at North and South centres. There is no parking at the Avenue Centre but there is a pay and display car park at the Meadway Sports Centre. The nearest parking to our Central Reading centre is the Queen’s Road NCP and the Oracle shopping centre.

Food and DrinkAlthough we provide refreshments at our centres, we do not allow drinks and/or food to be consumed in our classrooms. Please help us to keep your environment clean and safe.

Personal BelongingsPlease take care of your personal belongings and do not leave any valuables unattended. New Directions cannot be held liable for any losses or thefts.

Lost PropertyPlease hand in any lost property you find, informing us where and when it was found. If you have lost something please report it to reception.

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Moodle

Moodle is New Direction’s virtual learning environment, allowing learners the flexibility to learn at their own pace with the resources made available to them by their tutors.

An increasing number of courses at New Directions are now linked to learning resources on Moodle, so we hope you will begin to enjoy your learning online as well as in the classroom.

Your Moodle learning environment can be accessed from any web-enabled computer and can be found at:

www.berkshiremoodle.org.uk/reading

If you are a new learner you will need to create a new account by clicking ‘Create New Account’ and following the on screen instructions.

Any queries please contact Chris Dishington on0118 937 4787 or email chris.dishington@reading.gov.uk.

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“ I enjoy my class very much, as I am disabled I don't get out as much as I would like and the tutor is so helpful. She is like a good friend to us all. With all the teaching she gives us I am able to do more sewing achievements. It is a pleasure to come to class. “

Arts & Crafts Student

Docum

entsPurpose

Enrolment Form

The enrolment form

is used to gather vital information that

is required by our funders, along with your contact details to

ensure we m

aintain correct details for emergency situations

and comm

unications regarding cancellations and closures. Som

e information is also required to ensure that N

ew

Directions is com

pliant with the Equality Act 2010 and D

ata Protection Act 1998.

Individual Learning PlansThe Individual Learning Plan (ILP) is used to help set both class and individial targets for learners. These targets can then be used to prom

ote discussion between learner and tutor and

also can be used to measure progress throughout the year.

Confidentiality & D

ata SecurityA

ny information you provide through these form

s will be

treated in the strictest confidence and is subject to the terms of

use of the Data Protection Act (1998). The Act gives you certain

rights, for example you can ask to see a print of all the data w

e hold on you. (A

nominal fee m

ay be charged for providing this). Your personal data w

ill only be shared with staff w

ho need access to it for the purposes explained above. In addition, w

e are obliged to provide this data to the Skills Funding Agency (SFA

) to demonstrate w

e are using the funding they provide in an appropriate m

anner.

The Paperwork

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New Directions offers the National Careers Service providing free impartial face to face information, advice and guidance to help you make decisions on learning, training and work opportunities.

This service is delivered by appointment at any of the three New Directions centres. Please give us 24 hours notice if you are unable to attend.

We can help you:

• Find learning and training that is right for you • Improve your reading, writing and maths • Understand the local job market• Find out about funding to support your learning• Develop your CV and covering letters • Complete job application forms effectively • Progress in your current job • Register with National Careers Service • Self Employment • Find out about the type of disability and childcare support available• Find out about possible progression routes for you when your course finishes

National Careers Service

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Lifelong Learning Account

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The Lifelong Learning Account is provided by the National Careers Service.

It is called your Lifelong Learning Account because you can use it to store your CVs, save courses that you’re interested in and keep reports from your Skills Health Check Tools, all safe and in one place!

Opening a Lifelong Learning Account is very simple, just give a few details and tell the National Careers Service how you’d like them to keep in touch with you.

You can save your current qualifications and also keep a record of any other learning you are interested in.

Everything you’ll ever need to know about you and your career, can be kept safe and sound, all in one place, ready for when you need it.

If you would like some assistance with creating a Lifelong Learning Account then please ask one of our reception team who can book an appointment with one of our Information, Advice and Guidance advisors to assist you in creating an account.

Your Health and Safety

Please observe some simple, common sense health and safety advice:

• Avoid walking around with drinks and food causing spillages

• In classrooms keep handbags and other items stowed well away under tables or on another table.

• Never climb onto furniture

• Familiarise yourself with fire exits

• If you see anything that causes concern please let us know.

• If you use equipment or hazardous substances as part of your course please ensure that you observe all the recommendations given by staff. If you feel uncertain about using them, please ask.

New Directions staff are all trained to the appropriate Health & Safety level for their roles and responsibilities. Health & Safety information is situated by the doors in all classrooms. Any queries regarding Health & Safety issues should be directed to Julie Light on 0118 937 4914 or Julie.Light@reading.gov.uk.

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Fire RegulationsIf the fire alarm sounds please assume that there is an emergency. Follow staff to the Fire Assembly Point where a register will be taken. Do not reenter the building for any personal belongings. Please ensure you remain with staff until told otherwise. See the local fire notices at each centre for more details.

If you have an AccidentAll accidents and incidents that occur on New Directions premises, however small, must be recorded in one of our Accident/Incident Books. These are held at all centres; please ask at reception.

If you require First AidIf you require First Aid, for yourself or another learner, please make the situation known to a receptionist or your tutor. They will then alert a First Aider in the building.

How does New Directions make sure I am safe?All our staff & volunteers undertake Safeguarding, Equality & Diversity training. At the start of your course your tutor will go through an induction with you so you know what to do in an emergency. We have staff who are trained first aiders and fire marshals. We are neighbourhood watch members.

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Equality & Diversity

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Adult Education encourages participation in learning by all sections of the community regardless of age, culture, disability, ethnicity, gender, race, religious belief and sexual orientation. We want all our courses to be free from discriminatory behaviour, harassment and bullying.

Signs to look out for:Harassment:• unwelcome remarks about any of the following – age, disability, ethnicity and gender• unwelcome remarks about your personal appearance, race, religious belief, marital status or sexual orientation• personal insults to you or others• persistent criticisms• you feel you are being ignored• any physical contact that is unwanted• jokes and humour you find offensive• display or use of materials you find offensive.Bullying:• any offensive, intimidating, malicious or insulting behaviour• verbal abuse that makes you feel undermined, humiliated or denigrated in some way• threats of physical violence• misuse of power intended to undermine, humiliate, denigrate or cause injury.

Neither harassment nor bullying is acceptable. If you feel you or someone else in your class may be subject to any of these behaviours, we ask you to speak to your tutor about your experience.

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Success Rates

ITIn 2008/09 our IT learners had a 77% success rate, dipping to a low of 59% for the 2009/10 learners. However, over the last 2 years we have seen improved success across our IT provision. In 2011/12 our IT learners managed to achieve success rates of 96%.

LanguagesIn 2008/09 we saw our Language learners’ success rates equal 87% which has, over the years, steadily increased and last year in 2011/12 we saw a success rate of 93% in our Language Courses.

Skills for LifeIn 2008/09, we had 859 Skills for Life learners who managed success rates of 43%. This has been improving over the academic years and in 2011/12 we had 857 Skills for Learners who managed a 77% success rate.

“ An absolutely perfect teacher with great experience and knowledge. She treated everyone as individuals and related to our own experience. A perfect teacher. The tutor allowed me to shadow one of her other classes to see what teaching is like in practice. “

Teacher Training Student

New Directions Acceptable Use of I.C.T. Equipment

New Directions is committed to maximising the use of I.C.T. in the delivery of learning programmes both by tutors and learners. We expect all users to respect and not abuse the equipment. New Directions monitors IT usage at all centres. Maximum use is expected to be no more than 2 hours per day.

Acceptable use of public access computers:• Online job search of advertised vacancies and research for speculative applications• Online job applications, writing CV and covering or speculative letter• E-mail job applications/enquiries and reviewing responses• Access to New Directions Moodle (print restrictions still apply)

Users must not:• Remove I.C.T. equipment from the class rooms• Eat or drink near I.C.T. equipment• Behave in any way that disturbs other people using the facilities• Download or install software without permission• Alter the settings of the computers• Make any changes to the computers that render them unusable by other users• Access or transmit offensive, discriminatory, sexual or illegal material• Send offensive, discriminatory, abusive or libellous messages• Hack into unauthorised areas• Use the computers for any illegal activity, including software and music piracy• Use the system for personal use (public library service & internet café provide this service)• Print in excess of daily allowance of 10 items (You need to pay 10p per sheet for additional printing)

Internet Filtering• Our PCs have an Internet Filtering Software on them. If it blocks access to a website you think shouldn’t be blocked, please notify a member of staff. If they agree with you, they will unblock the website for you.

Reading Borough Council accepts no liability for any loss or damage resulting from learners’ dealings with a third party

Anyone who does not comply with these guidelines will be asked to leave the premises and any serious issues will be dealt with as appropriate. 17

Have Your Say

Customer SurveysWe conduct customer surveys to obtain feedback on the service we provide. Your feedback is very important to us and your comments will allow us to improve our services. We will inform customers of actions resulting from feedback.

Learner VoiceYou will complete course evaluations whilst studying with New Directions. You can make suggestions or comments at any time, by e-mail, phone or text. We also have learner forums which you can join if you would like to be more involved with the service. If you are not happy with anything please tell a member of staff so we can address your concerns straight away. If we’re unable to address your concerns immediately one of our managers will investigate your concerns further.

Ways to stay informedCheck Centre notice boards, Moodle and Facebook & Twitter regularly to find out the latest information and opportunities.

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“ I have enjoyed learning new English skills and I have learnt a lot. I find the English course interesting and the people are friendly. I am more confident and I am a lot better at spelling, writing, reading and filling in forms. “

English Student

SurveysSkills Funding Agency - Learner Satisfaction SurveyThis is a mandatory survey. This survey is for courses funded by the Skills Funding Agency which include English, Maths, ESOL and IT. It involves 9 questions and they are asked across the whole country. The responses are collated and each provider is given a score out of 10 for learner satisfaction which is published on the FE Choices website. In 09/10 New Directions scored 8.6, in 10/11 the score rose to 9.0, in 11/12 the score remained at 9.0 and the most recent survey in 12/13 New Directions again scored 9.0 out of 10.

Ofsted - Learner ViewHistorically Ofsted have surveyed learners in an organisation just before an inspection was due to take place by sending out an invitation to respond. Now the inspection system has changed Ofsted has created an ongoing way of feeding back. This short survey is accessible to learners at all times. If Ofsted were then to come to inspect a site they would pull together the responses that provider has had online. Needless to say it wouldn’t be very positive for the service if there were few responses - http://www.learnerview.ofsted.gov.uk/

New Directions - End of Learning EvaluationIn order to be able to shape services for the future New Directions needs to ensure we are gaining feedback on how learners felt about coming to New Directions. We also need to know who accesses the services to ensure we are not inadvertently discriminating against any group. It looks at how learners are inducted to the service, their learner journey and what/ where they hope to go afterwards. Learners will be asked to complete this survey at the end of the course at New Directions. 19

Question

09-1010-11

11-1212-13

How

good or bad was the inform

ation you were given

when you w

ere choosing your course/programm

e?8.4

8.78.7

8.7

How

good or bad was the help staff gave you in the first few

w

eeks?8.9

9.09.0

9.0

How

good or bad is the teaching/training on your course/program

me?

9.29.2

9.29.0

How

good or bad is the respect staff show you?

9.19.5

9.49.4

How

good or bad is the advice you have been given about w

hat you can do after this course/programm

e?7.8

8.28.5

8.1

How

good or bad is the support you get on this course/program

me?

8.89.2

9.39.2

How

good or bad is the provider at listening to the views of

learners?8.4

9.09.0

8.9

How

good or bad is the provider at acting on the views of

learners?8.0

8.78.8

8.8

Overall, how

good or bad do you think the provider is?8.7

9.19.1

9.0O

verall8.6

9.09.0

9.0

Learner Satisfaction Survey Results

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Learner Survey Responses

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Overall how would you describe your course?In 2009/10 a total of 56.7% of responses rated their New Directions course as Excellent or Good. This number has progressively risen over the years and in the 2012/13 sur-vey the amount of people who responded with Excellent or Good was 94.85%.

Would you recommend New Directions?In 2009/10 the number of people who would recom-mended New Directions to their friend or family was 97.2%. This number has remained consistent over the years and in 2012/13 the amount of people willing to recommended had increased to 98.42%.

How safe do you feel in New Directions?This was a new question that was asked during the 2012/13 survey and the response was that 98.51% of learners felt they were Safe or Very Safe while at New Directions. This is something we take very seriously at New Directions and any concerns that you may have about your safety should be reported to your tutor or reception.

“ It's difficult to pick a specific example, but the quality of the teaching has always been high and the resources available, in terms of staff and time, has far exceeded my expectations. I would recommend for others to enrol on IT courses here. “

IT Student

Volunteering

VolunteersClassroom VolunteersWe welcome volunteer learner support workers subject to demand. If you are patient, friendly and can spare 2 hours a week or more to help others to learn, then we would like to hear from you. Our volunteer tutors work alongside our professional tutors giving extra help to customers on our English, Maths, English Language and Computer courses, as well as some other craft courses.

Service Support VolunteersWe welcome volunteers to support New Directions staff with meeting & greeting new learners, meeting the standards for Matrix accreditation, keeping noticeboards and information updated and relevant, supporting IAG advisors with inductions, providing general support in the job search areas and employability activities and other tasks as they arise.

No previous experience is needed to volunteer and all volunteers attend a free training programme provided by New Directions.

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“ I think the whole process from enrolling on the course to taking the course has been a good experience for me. I felt welcomed, informed and have enjoyed the course. “

Volunteer Training Student

Who to contactCurriculum LeadsCommunity Learning - Noelle Schrieber & Carmen Balanza-Davis07885 814226 • noelle.schrieber@reading.gov.uk07595 270734 • carmen.balanza-davis@reading.gov.uk

English - Christine Pearce07885 814230 • chris.pearce@reading.gov.uk

ESOL - Sandra Vincent07885 814237 • sandra.vincent@reading.gov.uk

IT - Brian Evans07885 814225 • brian.evans@reading.gov.uk

Learning for Work - Fiona Hale & Kay Charlett07885 814238 • fiona.hale@reading.gov.uk07843 501124 • kay.charlett@reading.gov.uk

Maths - Aliea Rashid07885 814238 • aliea.rashid@reading.gov.uk

Curriculum & Quality Co-ordinator - Jean Widgery07739 823550 • jean.widgery@reading.gov.uk

Learner SupportLearner Support Team - Jane Darnell & Amanda Paradine07885 814229 • jane.darnell@reading.gov.uk07885 814228 • amanda.paradine@reading.gov.uk

Learner Services Co-ordinator - Julie Light07740 595434 • julie.light@reading.gov.uk

ICT Learner Support Officer - Chris Dishington0118 9374787 • chris.dishington@reading.gov.uk 23

Central Reading Centre2nd Floor, Reading Central Library, Abbey Square, Reading. RG1 3BQ

North Reading CentreArchway Road, Caversham, Reading. RG4 8HX

South Reading Centre330 Northumberland Avenue, Reading. RG2 8DH

The Avenue CentreConwy Close, Tilehurst, Reading. RG30 4BZ