Volunteer Ambulance Officer Course Student Information Handbook

Ambulance Officer Student Information Handbook

HLT41120 Certificate IV in Health Care Volunteer

Ambulance Officer Course Student Information Handbook

Vision, Mission and Values Vision The community of South Australia is secure in the quality of service provided by its ambulance service.

Mission To save lives, reduce suffering and enhance quality of life, through the provision of accessible and responsive quality patient care and transport.

We Value •

Our reputation and professional profile

•

The passion, effectiveness and potential of our people and their well being

•

Accountability

•

Integrity

•

Innovation.

SA Ambulance Service 216 Greenhill Road Eastwood SA 5063 GPO Box 3 Adelaide SA 5001 T: 1300 136 272 F: 8271 4844 Website: www.saambulance.com.au Registered Training Organisation No. 0264 ABN: 42 875 540 856 Published by SA Ambulance Service Education Systems Version: 7.0 251124 Page 2

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Ambulance Officer Course Student Information Handbook

Contents Vision, Mission and Values

2

Vision

2

Mission

2

We Value

2

Welcome 5 Education Systems

6

Volunteer Support Unit (VSU)

6

External Client Relations Unit

6

Emergency Operations Centre

6

Patient Transport Service

6

Contact Details

6

Introduction 7 Getting Started

9

Enrolment

9

Unique student identifier (USI)

9

NCVER Privacy Statement

10

Student Support

13

Self identification

14

Language, Literacy, Numeracy and Digital (LLND)Skills

14

Identified by trainers/assessors

14

Qualification Information

15

Qualification description

15

Units of competency

15

Course structure

19

Course materials

19

SAAS eLearning

20

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Student Portal

20

Assessment Information

21

Assessment results

22

Reasonable adjustment

23

Assessment submission

25

Notification of assessment results

25

Assessment appeal

25

Procedures and Processes

26

Recognition of prior learning

26

Recognition of existing qualification/unit of competency

26

Course completion time-frames

27

Withdrawal

27

Certification documentation

27

Records management and privacy

27

Feedback

28

South Australian Skills Commission

29

Expectations 29 Student conduct

29

Educational misconduct

30

Equality and diversity policy

31

Work health and safety and injury management (WHSIM)

32

Confidentiality

32

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Welcome I welcome you to your course as you embark on this journey of continuing clinical and life education.

The learning materials within each module have been developed by Operational, Clinical and Education specialists who are committed to ensuring that they will assist you, the clinician, in developing the knowledge skills and attitudes required to be able to treat your patients in a safe and efficacious manner. We believe your learning experience should be positive and encourage you to continue that learning journey throughout your career. SAAS occupies a privileged role in the community where people let us into their homes with trust and acceptance. We protect that trust by taking the opportunity to continually learn and develop our clinical knowledge so that we can apply the best possible clinical care to our patients.

These training packages meet the requirements of nationally accredited training and education, and they are developed nationally by the profession for the profession.

I acknowledge the valuable contribution of all staff, clinical, non-clinical and volunteers, who have provided input into the development of these materials.

I wish you well, as you progress through the course, and as you continue your journey as a clinician into the future.

Keith Driscoll Executive Director, Clinical Services

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Contact Details

Clinical Development and Innovation - Training Delivery

Postal Volunteer Support Unit SA Ambulance Service GPO Box 3 Adelaide SA 5001

Ground Floor 216 Greenhill Road Eastwood SA 5063 Email: HealthSAASStatewideClinicalSupport @sa.gov.au

Training Facility

Phone: 0427 005 136

Education Systems

Emergency Operations Centre

Ground Floor 216 Greenhill Road Eastwood SA 5063

SA Ambulance Service 71 Richmond Road Mile End SA 5031

Postal

Postal

Education Systems SA Ambulance Service GPO Box 3 Adelaide SA 5001

Emergency Operations Centre SA Ambulance Service GPO Box 3 Adelaide SA 5001

Clinical Education DX 718 Adelaide

Phone: (08) 8274 0577

Patient Transport Service

Email: HealthSAASClinicalEducationEnquiries@ sa.gov.au

Phone: (08) 8274 0331

Volunteer Support Unit (VSU) Volunteer Hotline: 1800 175 584

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External Client Relations Unit SA Ambulance Service 89 Nicholson Avenue Whyalla Playford SA 5600

Salisbury Ambulance Station 1-3 Bremen Drive Salisbury SA 5108

Email: SAASVolunteer@sa.gov.au

Volunteer Support Unit DX 718 Adelaide

Fulham Ambulance Station 396 Grange Road Fulham SA 5024 Postal Fulham DX718 Phone: 8159 4661

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Introduction SA Ambulance Service (SAAS) is a Registered Training Organisation (RTO), RTO Code 0264, registered with the Australian Skills and Quality Authority (ASQA). SA Ambulance Service provides vocational education to students that results in qualifications that are recognised and accepted throughout Australia.

These qualifications are drawn from the Health Training Package.

To view SA Ambulance Services’ scope of registration, visit – National Register – SA Ambulance Service RTO 0264 As an RTO SAAS is required to comply with the Vocational Education and Training (VET) Quality Framework. This framework includes (but not limited to): •

How students are recruited and what information is provided.

•

How training and assessment materials are developed and delivered.

•

Who is able to train and assess students

•

What policies and procedures are to be in place to support the RTO and student.

•

What data is collected and who it is shared with

The Australian Qualification Framework (AQF) is the national policy which regulates qualifications in the Australian education and training system. It incorporates the quality assured qualifications from each education and training sector into a single comprehensive national qualification framework. Under the AQF, the achievement of a group of competencies leads to the attainment of a VET qualification.

Within the VET system, competency standards form the basis of nationally recognised qualifications and benchmarks for assessment. The qualifications within each Training Package are made up of a number of units of competency.

VET is designed to deliver workplace specific skills and knowledge based competencies.

Your training is focused on developing the skills, knowledge and attitudes required to operate effectively in the workplace. SAAS trains and assesses against units of competency within the context of the organisation’s policies, procedures, guidelines and protocols. The purpose of assessment is to confirm that an individual can perform to the standards expected in the workplace. © SA Ambulance Service - November 2025 OFFICIAL

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The Australian Skills Quality Authority (ASQA) is the national regulator for Australia’s VET sector. ASQA regulates courses and training providers to ensure current nationally approved quality standards are met.

The purpose of the student information handbook is to assist students who are considering undertaking a course with SA Ambulance Service to understand their rights and responsibilities. We want to make sure, that as a student, you have access to all the relevant information as you embark on your learning experience. This document will help you make informed decisions and help you understand how you can seek assistance when needed.

Prior to the course the student should discuss with the RTO their individual needs and therefore be able to gain access to the educational and support services outlines in this document.

SA Ambulance Service may provide accredited training as a part of employment conditions for a job role. We will provide you with additional support as outlined in this student handbook, if required, during this process. However, if you are unable to complete the program of study due to academic performance, this may affect your employment with us, in accordance with the conditions set forth in your employment contract.

During your day to day work and when participating in training, you will need to be aware of the relevant legislation that may impact on your conduct and behaviour.

SA Ambulance Services takes responsibility and follows process to ensure our training and assessment practices comply with the National Vocational Education and Training Regulatory Act 2011. In addition, the following is a summary of the legislation that will generally apply to your day to day work and training: •

Work Health and Safety Act 2011

•

Privacy Act 1988 (Cth)

•

Disability Discrimination Act 1992

•

Age Discrimination Act 2004

•

Sex Discrimination Act 1984

•

Racial Discrimination Act 1975

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Copyright Act 1968

•

Fair Work Act 2009

•

National Vocational Education and Training Regulator Act 2011

•

Standards for Registered Training Organisations (RTO’s 2025)

Getting Started Enrolment Each student must enrol in the (accredited course/non-accredited training program) they intend to complete. Prior to enrolment, you will be allocated a SAAS Identification Number and be sent an online web enrolment link for the course. Your enrolment captures information relevant to creating a student record and contains a declaration explaining how personal information you provide may be held and used. The enrolment process will be managed in accordance with the Student Enrolment Procedure (PRO-214) (SAASnet > Policies and Information > Procedures).

Procedure - Student Enrolment [PRO-214] If the enrolment form is not completed and/or a SAAS Identification Number has not been allocated you will not be enrolled in the (course/program) If you have not completed any pre-requisite requirements you will not be enrolled in the relevant (course/program) If you are under 18 years of age at the time of enrolment a parent/guardian will have to counter-sign your Enrolment Form.

Unique student identifier (USI) All new and continuing students undertaking nationally recognised training courses must have a Unique Student Identifier (USI). The USI gives students access to an online USI account which will contain all of the student’s nationally recognised training records and results as of the 1st of January 2015, regardless of where they study.

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Students with an existing USI will be required to provide their number on enrolment. If you already have a USI, but cannot remember it, use this link (https://www.usi.gov.au/students/find-your-usi) to access the ‘Find your USI’ function.

Australian Government - Unique Student Identifier - Find your USI

NCVER Privacy Statement Why we collect your personal information As a registered training organisation (RTO), we collect your personal information so we can process and manage your enrolment in a vocational education and training (VET) course with us. If you do not provide the information we ask of you, we may not be able to enrol you into the course/unit/qualification.

How we use your personal information We use your personal information to enable us to deliver VET courses to you, and otherwise, as needed, to comply with our obligations as an RTO.

How we disclose your personal information We are required by law (under the National Vocational Education and Training Regulator Act 2011 (Cth) (NVETR Act)) to disclose the personal information we collect about you to the National VET Data Collection kept by the National Centre for Vocational Education Research Ltd (NCVER). The NCVER is responsible for collecting, managing, analysing and communicating research and statistics about the Australian VET sector.

We are also authorised by law (under the NVETR Act) to disclose your personal information to the relevant state or territory training authority.

How the NCVER and other bodies handle your personal information The NCVER will collect, hold, use and disclose your personal information in accordance with the law, including the Privacy Act 1988 (Cth) (Privacy Act) and the NVETR Act. Your personal information may be used and disclosed by NCVER for purposes that include populating authenticated VET transcripts; administration of VET; facilitation of statistics and research relating to education, including surveys and data linkage; and understanding the VET market.

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The NCVER is authorised to disclose information to the Australian Government Department of Education, Skills and Employment (DESE), Commonwealth authorities, State and Territory authorities (other than registered training organisations) that deal with matters relating to VET and VET regulators for the purposes of those bodies, including to enable: •

Administration of VET, including program administration, regulation, monitoring and evaluation

•

Facilitation of statistics and research relating to education, including surveys and data linkage

•

Understanding how the VET market operates, for policy, workforce planning and consumer information.

The NCVER may also disclose personal information to persons engaged by NCVER to conduct research on NCVER’s behalf.

The NCVER does not intend to disclose your personal information to any overseas recipients.

For more information about how the NCVER will handle your personal information please refer to the NCVER’s Privacy Policy at ncver.edu.au/privacy.

NCVER - NCVER Policies - Privacy If you would like to seek access to or correct your information, in the first instance, please contact your RTO using the contact details listed on the following page.

Department of Education, Skills and Employment (DESE) is authorised by law, including the Privacy Act and the NVETR Act, to collect, use and disclose your personal information to fulfil specified functions and activities. For more information about how the DESE will handle your personal information, please refer to the DESE VET Privacy Notice at https://www.dewr.gov.au/national-vetdata/vet-privacy-notice Australian Government - Department of Employment and Workplace Relations - VET Data Privacy Notice

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Your personal information (including the personal information contained on the enrolment form and your training activity data) may be used or disclosed by SAAS for statistical, regulator and/or research purposes. SAAS may disclose your personal information for these purposes to third parties, including: •

School – If you are a secondary student undertaking VET, including a school-based apprenticeships or traineeship

•

Employer – if you are enrolled in training paid by your employer

•

Commonwealth and State or Territory government departments and authorised agencies

•

NCVER

•

Organisation conducting student surveys, and

•

Researchers

Surveys You may receive a student survey which may be run by a government department or an NCVER employee, agent, third-party contractor or another authorised agency. Please note you may opt out of the survey at the time of being contacted.

Contact information At any time, you may contact SA Ambulance Service to: •

Request access to your personal information

•

Correct your personal information

•

Make a complaint about how your personal information has been handled

•

Ask a question about this Privacy Notice

Our contact details are: SA Ambulance Service - Education Systems GPO Box 3, Adelaide, SA, 5001 Phone: (08) 8274 0331 Email: HealthSAASClinicalEducationEnquires@sa.gov.au RTO Number: 0264 Page 12

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Student Declaration and Consent I consent to the collection, use and disclosure of my personal information in accordance with the Privacy Notice above.

Student Support SA Ambulance Service aims to identify and respond to the learning needs of all students as soon as practicable to maximize the chances of our students to successfully completing their training. Students are encouraged to express their view and their learning needs at all stages of the learning experience.

We want to help students identify their learning needs through the enrollment process. Is it our intention that all trainers are to identify, prior to or at the start of training (whichever is the earliest), the learning and assessment needs of their students and provides access to require support through their training.

This may include providing support through: •

LLND Support

•

Assistance with technology or equipment

•

Educational Support including additional tutorials and mentoring arrangements

•

Email and telephone support when required

•

Clinical Information Support

•

Assessment Support

•

Employee Assistance Program

Support may be preceded directly by SA Ambulance Service staff or through arrangements with a third party. Support strategies will be developed in consultation with the student, their trainer and Education Systems.

Student support may be either (or a combination of) self-identified during the enrollment process, identified by the use of LLND Evaluation, or identified by trainers/assessors during a program of study if, for example, you are unable to keep up with the pace of the program or there is poor academic performance.

As part of the SA Ambulance Employee Assistance Program you are able to contact a Peer Support Officer if required. © SA Ambulance Service - November 2025 OFFICIAL

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A list of all the Peer Support Officers can be downloaded from SAASnet by following this pathway: SAAS Intranet > My SAAS > Peer Support > Contact Register

Self identification During enrollment, you will be asked if you believe or are unsure whether you require additional support or services during your program of study, please contact Education Systems in the first instance.

Identified by trainers/assessors During your initial stages of your program of study, your trainers and assessors may flag if you are struggling to keep up with the pace of the program, and/or are showing signs of poor academic performance. If you are struggling with the pace or the content of the program it is ok to ask your trainers for help. On the contrary, please don’t feel embarrassed if your trainers approach you and ask you about your performance within the program of study. They are here to support you as much as possible. Additional information on how we support you can be found in the Support Services Procedure.

Procedure - Student Support [PRO-349]

Qualification Information Qualification description This qualification reflects workers who provide initial pre-hospital and out-of‑hospital basic health care response and assessment to patients requiring urgent medical services. The provision of urgent clinical care includes providing basic like support. The qualification applies to people working in a variety of roles within the health care system.

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Units of competency SAAS provides the following units of competency for the HLT41120 Certificate IV in Health Care.

Code

Title

Descriptor

CHCDIV001

Work with diverse people

This unit describes the skills and knowledge required to work respectfully with people from diverse social and cultural groups and situations, including Aboriginal and/or Torres Strait Islander people.

HLTAAP002

Confirm physical health status

This unit describes the skills and knowledge required to obtain and interpret information about client health status and to check a client’s physical health. It requires a detailed knowledge of anatomy and physiology.

HLTINF006

Apply basic principles and practices of infection prevention and control

This unit describes the performance outcomes, skills and knowledge required to apply basic infection prevention and control principles in work settings including implementing standard and transmission-based precautions and responding to risks.

HLTOUT001

Implement safe access and egress

This unit describes the knowledge and skills required to ensure the safe removal of the patients under routine and non-routine conditions and environments. It may be necessary for the individual to ensure the safe removal of the patient by overcoming obstacles, using problem solving or use of specialised equipment.

Core Units

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Code

Title

Descriptor

HLTOUT004

Assess and deliver basic clinical care

This unit of competency describes the knowledge and skills required to conduct clinical assessment and deliver basic clinical care in a pre-hospital or out-of-hospital environment.

HLTOUT008

Manage a scene

This unit describes the skills and knowledge required to manage nonemergency and emergency situations.

Individuals are required to follow procedures, evaluate scene safety and identify any security risks and to communicate and coordinate with other emergency services personnel involved in patient care at the scene.

It also describes skills required for coordination with and by other emergency services personnel.

HLTOUT010

Communicate in complex situations to support health care

This unit of competency describes the skills and knowledge required to effectively communicate with patients, colleagues, health providers and ambulance service callers in complex situations using verbal and non-verbal interactions. It requires workers to address these significant challenges in the context of providing a health care service.

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Code

Title

Descriptor

HLTWHS002

Follow safe work practices for direct client care

This unit describes the skills and knowledge required for a worker to participate in safe work practices to ensure their own health and safety, and that of others in work environments that involve caring directly for clients.

It has a focus on maintaining safety of the worker, the people being supported and other community members.

HLTWHS006

Manage personal stressors in the work environment

This unit describes the skills and knowledge required to maintain health and wellbeing by preventing and managing personal stress.

BSBMED301

Interpret and apply medical terminology appropriately

This unit describes the skills and knowledge required to understand and respond to instructions; to carry out routine tasks and communicate with a range of internal/external clients in a medical environment; as well as use appropriate medical terminology.

HLTOUT006

Transport Emergency Patients

This unit describes the skills and knowledge required to transport vehicle occupants to and from a health care facility or service under emergency circumstances. This includes patients, crew, emergency service and other workers, relatives and assistance animals. The unit includes skills for loading, driving and unloading a vehicle safely, and for checking vehicles and equipment in order to restock and remedy faults.

Elective Units

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Code

Title

Descriptor

HLTOUT007

Transport nonemergency patients under operational conditions

This unit describes the skills and knowledge required to load, unload and drive vehicles safely to transport vehicle occupants to and from a facility or service in nonemergency conditions. It includes using communication equipment and checking vehicles and equipment in order to restock and remedy faults.

HLTWHS005

Conduct manual tasks safely

This unit describes the skills and knowledge required to recognise potentially hazardous manual tasks, and then to prepare for and complete those tasks in a safe manner.

HLTAID011

Provide First Aid

This unit describes the skills and knowledge required to provide a first aid response to a casualty in line with first aid guidelines determined by the Australian Resuscitation Council (ARC) and other Australian national peak clinical bodies.

HLTOUT009

Manage the scene of a major incident

This unit of competency describes the skills and knowledge required to manage the scene of a major incident as the first arriving resource and then participate in the management and coordination following the arrival of further resources.

PUAVEH001

Drive vehicles under operational conditions

This unit of competency involves the skills and knowledge required to drive vehicles safely, including the systematic and safe control of all vehicles’ functions and the management of hazardous situations under operational conditions.

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Course structure SAAS provides training via: •

Self-directed learning

•

Online classrooms

•

Face to face practical training

•

Work placement

A detailed program will be supplied to you at the beginning of your course.

Course materials Your course materials will be provided to you in various formats depending on the course that you are enrolled in. Access to your learning materials will be provided to you either prior to or at course commencement depending on the program you are enrolled in.

SAAS eLearning You will also be given access to SAAS eLearning, through this site you will: •

Review class schedule, including past, present, and future

•

Access and complete any required online assessments

•

View online classes and lectures

•

Access learning materials

•

View assessment and module completion status

Student Portal You will be given access to the Student Portal, through this site you will be able to access your course completion results and download any certification documentation.

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Assessment Information It is the responsibility of the student to familiarise themselves with the course assessment outcomes in order to make the best use of the work-based practise and assessment opportunities offered. Students are also able to request further assistance if required.

Assessment information (including criteria and all requirements) will be provided to you within your course materials. Queries regarding assessments are to be directed to your Trainer.

Assessment in this course includes: •

Knowledge check (a theory based learning exercise to prepare the student for the theory assessment, case study or workplace activity)

•

Theory Assessment (an assessment that allows the student to demonstrate their knowledge of the content of the learning materials)

•

Written Case Study (an assessment that allows the student to apply their acquired knowledge to a real workplace situation in a series of written questions)

•

Verbal Case Study (an assessment that allows the student to apply their acquired knowledge to a real workplace situation in a series of questions answered verbally)

•

Call/Case Report (an assessment that allows the student to reflect on the knowledge and skills as applied to a real workplace situation in a series of written questions)

•

Work Placement Activity (a practical workplace activity that requires the student to follow a policy or procedure or complete a form)

•

Skill Demonstration (a practical assessment where the student demonstrates performing a particular skill in isolation)

•

Work Placement Checklist (a practical assessment of workplace tasks which are observed by a supervisor and conducted in accordance with relevant policies and procedures)

•

Simulated Case (a practical learning exercise to prepare the student to undertake the clinical simulation assessments)

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•

Simulation Assessment (holistic assessment, requiring the student to perform multiple skills based on a provided scenario in the context of a simulated work environment which reflects real working conditions)

•

Recognition – In the case of Credit Transfer or successful RPL application

Your assessor will be provided with an assessment guide and where an assessment includes a space for an assessor to provide an explanation/ comment on their observations the assessor must include these. It is the assessor’s responsibility to ensure the assessment paperwork is completed correctly and shows evidence of how the result was determined.

If you don’t successfully answer all the questions in a theory assessment you will be able to resubmit, either verbally or in writing and instructions for this process can be found in your workbook.

Further information on assessments can be found in the Conducting Accredited and Non-Accredited Assessments Procedure (PRO-046) (SAASnet > Policies and Information > Procedures).

Assessment results Assessment tasks can be resulted as either ‘S’ (Satisfactory) or ‘NS’ (Not Satisfactory). A Satisfactory result means that the student has met all the individual requirements for the assessment task. A result of Not Satisfactory means that a student has not met standard required for the assessment and will need to undertake further training or re-assessment.

Once a student has received a Satisfactory results for all required items then they will receive a ‘Competent’ result against the unit of competency they are associated with.

Students must demonstrate that they are competent in each unit of competency.

The assessment process is established in order to produce valid, reliable, flexible and fair assessments. A successful outcome is recorded as ‘S’ (Satisfactory). A student who has not yet demonstrated competency will have their assessment item recorded as ‘NS’ (Not Satisfactory) and will need to undertake further training or re-assessment.

If you exceed the set number of re-attempts for an assessment task then an Educational Support Review (ESR) process will be initiated. These meeting are designed to identify any additional support that you may require in order to achieve a Satisfactory assessment result.The procedure governing the ESR © SA Ambulance Service - November 2025 OFFICIAL

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process can be found in Educational Support Review Procedure (SAASnet > Policies and Information > Procedures).

Failure to submit an assessment item by a required due date will be recorded as ‘NS’.

Procedure - Educational Support Review Procedure [PRO-043]

Reasonable adjustment Reasonable adjustment refers to flexibility in assessment approaches to account for individual learning needs, while still adhering to the assessment requirements of the relevant training package or VET accredited course. Whilst reasonable adjustments can be made in terms of the way in which evidence of performance is gathered, the evidence criteria for making competent/not yet competent decisions should not be altered in any way.

To ensure flexibility and fairness in assessment, SA Ambulance Service makes reasonable adjustments to qualifications and units/clusters to ensure that all students are accommodated and that no unnecessary barriers exist to their ability to demonstrate competence.

SA Ambulance Service recognises that some people are better suited to learning via alternative teaching methods not usually obtained in the traditional classroom setting. With some minor adjustments to teaching and assessment methods, a student who is experiencing difficulty learning and achieving the desired results in the traditional setting may show considerable improvements.

SA Ambulance Service respect these differences among students and will endeavour to make any reasonable adjustments to their methods in order to meet the needs of a variety of students. For example, the inability to complete a written assessment will not be interpreted as a sign of incompetence provided the student can verbally demonstrate competency (where this does not conflict with the required demands of the unit of competency).

Any reasonable adjustments to the assessment process must ensure that the integrity of the unit of competency being assessed is maintained. Where adjustments are made a declaration is to be stated, describing how the assessment was adjusted and signed by the student and the assessor.

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SA Ambulance Service staff will pursue any reasonable means within their ability to assist students in achieving the required competency standards. In the event that a student’s needs exceed the capacity of the support services SA Ambulance Service can offer, they will be referred onto an appropriate external agency.

In determining the reasonableness of an adjustment to assessment, the vocational and professional outcomes of the course must be considered in order to ensure assessment decisions are appropriate.

Broad examples of reasonable adjustment may include: •

Accessible class rooms

•

Note taking support

•

Course materials in alternative formats

•

Use of laptop for assessments

•

Extra time or extensions for assessment

•

Alternate assessment tasks

•

Ergonomic chair/desk

•

Use of assistive technology

•

Other adjustments

Common examples for a reasonable adjustment could include, allowing a written assessment to be answered verbally if the student has difficulty writing or rescheduling a practical assessment for another date/time if a student is injured.

Reasonable adjustment cannot be applied to work placement assessments as these have been designed to meet the requirements of the job role as well as conforming to relevant policies and procedures. Reasonable adjustment also cannot be applied for convenience nor used for bulk student assessments (ie group assessment rather than an individual’s assessment – unless it is specified within the assessment criteria) It is the responsibility of the student to discuss any difficulties in completing an assessment they have with their assessor to determine if any adjustment can be made.

Any reasonable adjustments made to assessment items must be documented. © SA Ambulance Service - November 2025 OFFICIAL

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Assessment submission All completed assessment workbooks or documents are to be submitted to Education Systems in their entirety via the Trainers Portal by your Course Facilitator/line manager (for review by the Quality Assurance). You should retain a copy of any completed assessment prior to submission.

If you are unable to submit via VETtrack, email a PDF copy to: SAASRTOCompliance.GenericMailbox@sa.gov.au Your other assessments will be completed on SAAS eLearning and submitted automatically for grading upon completion. Further information about the submission and management of your assessments can be found in the Education and Training Records Management Procedure (SAASnet > Policies and Information > Procedures).

Procedure - Educational and Training Records Management Procedure [PRO-213] Students are responsible for keeping a copy of their completed assessment items for their own records.

In the event an assessment item is lost (or not received by Education Systems) students will be expected to provide a copy. Where no copy was taken the assessment item will have to be completed again.

Notification of assessment results Assessment results are generally available following assessment completion.

Where written assessments are completed on SAAS eLearning the results will be available once the assessment is graded by an appropriate assessor.

Assessment results can be viewed through the VETtrak Student Portal or on SAAS eLearning.

Assessment appeal It is a student’s right to lodge an assessment appeal if they are deemed Not Satisfactory (NS) for an assessment item or Not Yet Competent (NYC) for a unit of competency and they believe a process or procedure has not been adhered to or has been applied unfairly.

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If you wish to lodge an appeal against an assessment outcome you must submit an Educational Appeal Form to the Operations Manager Clinical Assurance within fourteen days of being notified of the assessment outcome. The targeted timeframe to resolve an appeal is within 10 working days, if an appeal is upheld the Operations Manager Clinical Assurance will determine whether the assessment outcome will be changed or if you will need to undertake the assessment again. The procedure governing the educational appeals process is Educational Complaints and Appeals Procedure (SAASnet > Policies and Information > Procedures).

Procedure - Educational Complaints and Appeals Procedure [PRO-212]

Procedures and Processes Recognition of prior learning SAAS recognises that students have a range of skills and knowledge and/or previous qualifications that may relate to this course of study. If you consider that you have qualifications or experience that might be relevant to this course, please read the RPL Information Guide which is available on the SAASnet RPL page > Organisation > Operational > Clinical Education > Recognition of Prior Learning), this contains information, forms and checklists to assist in the application process. You will also need to discuss your application with your SAAS line manager who can verify copies of any relevant qualifications to be submitted as evidence. You should then download the relevant RPL Applicant’s Pack which is available on the RPL SAASnet page (SAASnet > Organisation > Operational > Clinical Education > Recognition of Prior Learning). Your RPL application must be submitted prior to course commencement. If further direction is required you can contact Education Systems for assistance via email to the following address: Health.SAASCERPLEnquiries@sa.gov.au.

Recognition of existing qualification/unit of competency Where a student has already completed an identical qualification or unit of competency with another RTO, the student can apply for Credit Transfer. To apply for credit transfer you will need to discuss the process with your line manager and then complete the Credit Transfer Application Form (found on Recognition of Prior Learning SAASnet page) and provide evidence of the qualification/unit of © SA Ambulance Service - November 2025 OFFICIAL

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competency issued by another RTO. The full details of the credit transfer process can be found in the Recognition of Student Qualifications and Experience Procedure (SAASnet > Policies and Information > Procedures).

Procedure - Recognition of Student Qualifications and Experience [PRO-048]

Course completion time-frames Completion of your qualification will be dependant on workshops and trainer availability in your region. For more information about this please speak with your Regional Team Leader.

Please refer to this document or your team leader for further information.>

Withdrawal Students have the option of withdrawing from an accredited course at any given time. Students who are undertaking training as part of their employment should be aware that withdrawing from the course may impact their employment/ contractual requirements.

In the event that a student resigns from SAAS, they will automatically be withdrawn from any accredited course they are currently enrolled in.

Upon withdrawal a Statement of Attainment will be issued for any unit(s) of competency completed.

Certification documentation At the completion of all course requirements for a qualification, students will be issued with a Record of Results, listing all units of competency completed, and a Certificate. Certificates will be provided digitally and in hard copy within 30 calendar days upon completion. Certificate and Record of Results can be downloaded from the Student Portal.

SAAS cannot issue you with a nationally recognised VET qualification or statement of attainment when you complete your course if a valid USI has not been provided to SAAS. In addition, we are required to include your USI in the data we submit to NCVER.

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Records management and privacy Assessment materials are retained by Education Systems for audit purposes within your student file following completion of your course. When you enrol in studies with SAAS, you are assured that any personal information you provide is protected under the Privacy Amendment (Enhancing Privacy Protection) Act 2012. The personal information that we collect is used only for the purpose of providing training and assessment, to keep records and to report on our training and assessment activity.

We do not provide this information to unrelated third parties or use it for any other reason, except that which the student has been informed and that which the student has given express permission.

The Freedom of Information Act 1991 provides you with the right to access documents held within Education Systems. Appointments to view student records are to be made with the Education Systems Quality Assurance staff.

All records and training information will align to the Education and Training Records Management Procedure.

Procedure - Educational and Training Records Management Procedure [PRO-213]

Feedback You are invited to participate in a survey to provide feedback with regards to course materials and training.

Throughout your course you will be asked to complete online feedback questionnaires which contributes to our process of continuous improvement.

Feedback can also be emailed to the following address: Health.SAASClinicalEducationFeedback@sa.gov.au

Complaints If you have a complaint about the education and/or training services provided to you, this can be reconciled through an informal or formal process. You also have the right to have a representative of your choice present in any discussion relating to your complaint.

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You are encouraged to resolve your concern or difficulty direct with the person that the complaint relates to via discussion, negotiation and agreements. If the complaint cannot be resolved via this method, it can also be discussed informally with the appropriate educational manager.

Where a complaint cannot be resolved informally or you feel the matter needs to be addressed formally, you should lodge a formal complaint. This complaint should be lodged via the Educational Complaint form to the Operations Manager, Clinical Assurance. The targeted time frame is 10 working days to address the complaint.

The procedure governing the educational appeals process is Educational Complaints and Appeals Procedure (SAASnet > Policies and Information > Procedures).

Procedure - Educational Complaints and Appeals Procedure [PRO-212]

South Australian Skills Commission The South Australian Skills Commission can assist you through dedicated compliant handling, advocacy and dispute resolution services. They can provide confidential advice and support and speak for you on your behalf to help resolve any problems.

South Australian Skills Commission Location: Level 3 11 Waymouth Street Adelaide Postal: GPO Box 320 Adelaide SA 5001 Phone: 1800 006 488 Email: skillscomission@sa.gov.au Website: www.skillscomission.sa.gov.au

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Expectations Student conduct SAAS is committed to respectful behaviours in accordance with the guidelines applied under the Code of Ethics for the SA Public Sector or the Code of Ethics for Volunteers and the relevant legislation relating to equal opportunities and discrimination. Inappropriate and unethical behaviour is not acceptable in our study programs.

All students are advised that they are expected to work and learn in an appropriate learning environment that supports both their learning and the learning of others in a team situation.

It is your responsibility to confirm the details of classes you are scheduled to attend. In the event you are unable to attend a scheduled class you should notify (your line manager/trainer) as soon as possible.

The procedure governing student conduct can be found in the Student Conduct (PRO-350) (SAASnet > Policies and Information > Procedures).

Procedure - Student Conduct [PRO-350]

Educational misconduct In accordance with standard Australian educational policies and procedures, SAAS does not support unethical behaviour in regards to student activities.

We do not tolerate: •

Cheating

•

Plagiarism

•

Record tampering

•

Submitting work that is not your own

The procedure governing suspected student misconduct can be found in the Student Conduct (SAASnet > Policies and Information > Procedures.

Procedure - Student Conduct [PRO-350]

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Equality and diversity policy The Equal Opportunity Act 1984 makes it unlawful to discriminate or harass on the grounds of: •

Age

•

Association with a child

•

Being or having being subject to domestic abuse

•

Caring responsibilities

•

Disability (including physical, mental, intellectual or psychiatric)

•

Gender identity

•

Impairment

•

Intersex status

•

Marital or domestic partner status

•

Pregnancy

•

Race

•

Religious appearance or dress

•

Sex

•

Sexual orientation

Equity and diversity involves the prevention and elimination of inappropriate workplace behaviours that unlawfully discriminate, harass, bully or contribute to an individual feeling unsafe, devalued or oppressed.

SAAS is committed to the following principles: •

A fair treatment culture where justice and impartiality prevail with all practices, systems and behaviours.

•

An organisational culture, management and leadership style which incorporates the following principles: -

Respect

-

Honesty

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Equality

-

Responsibility

-

Inclusiveness

-

Openness

-

Support

-

Unity

-

Dignity

-

Integrity

-

Transparency

-

Accountability

Work health and safety and injury management (WHSIM) Throughout your study program you will be advised of appropriate WHS requirements for safe management of the patient and yourself. Please ensure that you follow instructions, policies and procedures at all times. Failure to do so may warrant exclusion from further course activities.

Confidentiality Confidentiality binds all health workers, paid and voluntary, who provide public health services.

The patient has the right to have all identifying personal information kept confidential.

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For more information SA Ambulance Service GPO Box 3 Adelaide SA 5001 Telephone: 1300 13 62 72 www.saambulance.com.au © SA Ambulance Service. All rights reserved.

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