NAFD Funeral Arranging and Administration

National Association of Funeral Directors

NAFD Funeral Arrangingand Administration

Certificate (FAA Cert) Student Handbook

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National Association of Funeral Directors NAFD Funeral Arranging and Administration Certificate

Welcome Welcome to the NAFD Funeral Arranging and Administration 1 Certificate(FAACert)StudentHandbook Resources - Access to a Personal Computer or Laptop PC and the Internet 1

General Information RolesandResponsibilities 1 Learning Online 2 StudentRegistration 2 StudentLearningMaterials 2 Online Engagement and Participation 2 Changes to Personal Circumstances 2 Requests for Temporary Deferment from your studies 3 WithdrawingfromtheQualification 3 Programme Induction 3

NAFD Funeral Arranging and Administrative Certificate AimsandAccesstotheSyllabus 4 QualificationStructure 4 AdditionalLearningSupport 5

Assessment Guidelines Criteria 5 InitialAssessment 5 Formative Assessment 6 Online Proof of learning 6 SummativeAssessment 6 Online Learning EffectiveOnlineLearning 7 OnlineNetworking-NetiquetteandChatiquette 7-8 SafeguardingtheNAFD’sReputation-AppropriateUseofSocialMedia 8 Plagiarism 8

Student Support and Welfare GeneralDataProtectionRegulations(GDPR) 9 StudentFeedback 10

Contents

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WelcomeWe are pleased that you have chosen to study with the National Association of Funeral Directors (NAFD), and hope that your time with us is both enjoyable and successful. We are committed to creating the best opportunity for you to achieve your goal of achieving a Certificate relevant to Funeral Arranging and Administration.

Thishandbookaimstoprovideyouwithaguidetothetrainingprogrammeasdesigned;delivered;assessedandmanagedbythe National Association of Funeral Directors. If you have any queriesarisingfromtheinformationinthisguide,youcanaskyourNAFDEducationTeamforclarification.

Resources - Access to a Personal Computer or Laptop PCYouwillneedaccesstoacomputerandbroadbandforthepurposes of participating and completing this course for the following reasons:

toregisterforanNAFDqualification to access the online course materials to complete the learning activities tocompleteyourfinalexaminations tocompleteyourfeedback.

Roles and ResponsibilitiesThe NAFD Education and Development team consists of:

MembersoftheBoardofEducation, MembersoftheTeamofExaminers, NAFDNationalOfficeEducationStaff

AllmembersoftheBoardofEducationandTeamofExaminersare practicing funeral directors representing Independent and Corporatemembers.AllaremembersoftheNAFD.

Inaddition,thefollowingNAFDstaffareavailabletosupportyou during your time with us:

Education Development Manager Karen Van-Richardson

Education Officer KarenBurton

Board of EducationMembersoftheBoardhaveresponsibilityforthestrategicdirection for education in the NAFD.

Team of ExaminersMembersoftheTeamofExaminersoverseethefairandfinalassessmentofthequalification.MembersoftheTeamaretrainedinexaminationassessment.

Education Development Manager (EDM)TheNAFDEducationDevelopmentManager(EDM)isresponsibleforthedesignandupdateofNAFDqualificationprogrammes, and the day to day operational management of educationonbehalfoftheAssociation.

TheEducationDevelopmentManagerisalsoresponsibleforworkingwiththeLeadExaminerandTeamofExaminersinmanaging and overseeing assessment procedures, and for generalmanagementofallNAFDqualifications.

Education OfficerTheEducationOfficerisresponsibleformanagingalladministrative arrangements and oversight of student registration.TheEducationOfficerisyourfirstpointofcontactifyouhaveanyproblemswithyourNAFDeducationsystemonline log- in; online learning materials; access to forms and paperwork;studentregistrationorexaminationregistration.

If you have any questions regarding the content of the learningunitscontainedwithinthesyllabus;youneedtoclarifyinstructionsandexpectationsordiscussassessment;youshouldcontacttheEducationOfficerinthefirstinstance.

Additional Learning Support - *NAFD Approved Tutors and ExaminersNAFDapprovedtutorsareavailabletosupportyouronlinelearningexperiencewhileregisteredforanNAFDonlinequalification.ThereisnotanNAFDrequirementfortutorinvolvementgiventheonlinedesignofthiscourse,butstudentswishingtohaveaccesstoatutorareatlibertytodoso at an additional cost*. Please note: additional tutor fees arepayabledirectlytoatutor.

*FeesnegotiatedwithtutorsarenottheresponsibilityoftheNAFD.

General Information

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General Information Learning onlineTheNAFDFuneralArrangingandAdministrationCertificatehasbeendesignedtoenableyoutolearnatyourownpaceinyour own style.

While the content of each of the units are important, so too istheprocessofbecominganeffectivelearner.Thisincludesdeveloping an understanding of learning including how to listen attentively to the narration; read and understand the contentandflowofthelearningmaterials:howtomakeyourowneffectivenotes;developbreadthofthoughtandexpressthese in a variety of written forms.

Student RegistrationEverystudentisrequiredtoregisteratthebeginningofeachqualificationprogrammepriortocommencingstudies.Theprocessofstudentregistrationtakesplaceonlineandiscurrent for a period of two years.

Student Learning MaterialsAllthelearningmaterialsyouneedforthisqualificationareaccessibleonlineviatheLearningZoneontheNAFDEducationWebsiteandarestructuredandorganisedby‘Unit’.

Important: Please ensure that you read and learn from the content of the learning materials. Familiarise yourself with the learningoutcomesforeachunit.Theobjectivestellyouwhatyouneed‘toknow’and‘whatyouneedtobeabletodo’–inotherwords,provideevidenceof,demonstrateetc.Each‘unit’consistsofanumberof‘LearningOutcomesandassociated‘AssessmentCriteria’–ifyoucanprovideaccurateanswerstotheassessmentcriteria–youknowyoursubject!Please ensure that you refer to the learning materials to assist you in your studies throughout your course of study.

Thisqualificationhasbeendesignedtoenableyoutolearnthetheory,thinkaboutandfurtherdevelopyourownknowledgeandskills,andfocusonhowyouareabletoapplythiswithinyourworkplace.

Online Engagement - ParticipationShouldyoubeunabletocompleteanyofthelearningunits,please advise the NAFD Education Team as a priority.

Itisyourresponsibilitytoensurethatyouidentifyandcompleteanyworkthatyouarerequiredtocomplete,orhavemissed.Ifyouronlineengagementiscontinuallybelowasatisfactorylevelofinteraction,withoutadequateexplanationandpermissionbeinggranted,thenyouwillbeinformedinwritingoftheactionsyoumusttakeinordertocontinueonthe programme.

The NAFD Education team are required to monitor your participation,apoorparticipationrecordmaybetakenintoconsiderationbytheNAFDwhenacceptingyourregistrationforfinalexamination.

Changes to Personal Circumstances We recognise that illness or serious personal circumstances sometimesgetinthewayofstudies.Ifyoubelievethatillnessordifficultpersonalcircumstanceswillpreventyoufromyourlearningorcompletinganassessment,youmustbringthesecircumstancestotheattentionoftheNAFDstaffmanagingtheFAACertificate.

Ifyoubecomeunwellduringyourstudies,oratthetimeoffinalassessmentoryouexperienceanycriticaldifficultieswhichmayaffectyourperformance,youshouldnotifytheNAFDEducationOfficer.Ifyouhaveamedicalconditionthatmay have an ongoing impact on your participation in the programme,youshouldinformyourNAFDEducationOfficerassoonaspossible.

ItisyourresponsibilitytoensurethattheAssociationhasyourcorrect and most up-to-date personal contact details. Changes toyourpersonalcircumstancesthatmayaffectyourlearningwithintheregistrationperiodmustbecommunicatedtous.

Any changes to your personal circumstances that may affectyourabilitytocompleteyouronlinestudiesshouldbediscussedwiththeNAFDEducationOfficer.

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General InformationRequests for Temporary Deferment from Your StudiesIf you need to temporarily defer from your studies and return atalaterdate,thismaybepossible,butyoushoulddiscussitwiththeEducationOfficerinthefirstinstance.

Please see the appropriate documentation to complete under ‘GeneralInformation’ontheonlinelearningplatform.Themaximumperiodfordefermentis12months.

Withdrawing from the QualificationIfyoufindthatyouneedtowithdrawfromthequalificationyou are registered for, you should advise the NAFD Education Officerasamatterofpriority.Yourrequestforwithdrawalmustbefollowedupinwriting.

We are interested to learn why some students may choose to withdraw,andwillmakeeveryefforttohelpyouifweareableto.

Please see the appropriate documentation to complete under ‘GeneralInformation’ontheonlinelearningplatform.

Programme InductionAll students have access to online induction to the programme priortocommencementofthefirstUnitonthecourse.

The Induction session will cover an introduction to Funeral Arranging and Administration in the form of a video.

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NAFD Funeral Arranging and Administration Certificate

Aims of the SyllabusTheaimsofthesyllabusfortheNAFDFuneralArrangingandAdministrationCertificate(FAACert)areto:

EnablequalificationprogressionfollowingsuccessfulachievementoftheNAFDFrontlineFuneralServiceOperations(FFSO),foremployeeswhodevelopintotakingresponsibilityforfuneralarranging.

EnabletheAssociationtodevelopandassessregisteredlearnerstoensuretheyhaveacquiredadequateknowledge,understandingandmasteryoftherequiredknowledgeandskillsassociatedwithfuneralarrangingandadministration.EnableprogressiontotheNAFDFuneralDirectingDipFDtraining programme upon satisfactory achievement and award.

FAA Cert UnitsTheFAACertificateconsistsofthefollowing18units:

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Unit Number Unit Title Unit Credit Value

Unit 1Unit 2Unit 3

Impact of BereavementSensitive CommunicationInclusivity

TBC

Unit 4Unit 5Unit 6

Health and Safety in the Workplace Financial Awareness and Bereavement Entitlement First Call and Registration of Death

TBC

Unit 7Unit 8Unit 9

Role of the Coroner / Procurator FiscalIdentification and Removal of the DeceasedPreparation and Presentation of the Deceased

TBC

Unit 10Unit 11Unit 12

Preparation for Paying Last Respects Arranging for CremationArranging for Burial

TBC


Choice of Coffin or Casket Choice of TransportationHonour the Life of the Deceased

TBC


Floral TributesArranging the Funeral for a Child or Baby Finalising Instructions

TBC

Total Credit Value TBC


Methods of Training and LearningAll student learning materials contain the following:

Criteria - description of Learning Outcomes, Funeral arranging and administration theory and practical information Anumberofactivitiesandexercisestobeworkedthrough.

Additional Learning SupportThe Association has a positive policy of supporting students withdisabilitiesandwelcomesstudentswithdisabilities,dyslexia,specificlearningdifficultiesandadditionalsupportneeds.

TheAssociationandyourNAFDEducationOfficerwillrequireacopyofaninitialdiagnosisofspecificlearningdifficultiesadministeredandsuppliedbyaqualifiedEducationalPsychologist.

Access to the detailed assessments are required upon registrationtosupportrequestsforreasonableadjustmentsbytutors,andfortheNAFDTeamofExaminerstoarrangereasonableadjustmentsforonlineassessmentsandexamination.

To ensure that you are provided with the appropriate advice and support from the start of your studies it is very important

thatyoudiscussanydifficultiesandspecialrequirements,asearlyaspossible

Our Expectations of YouOverthedurationofthequalificationprogramme,weexpectyoutobeactivethroughoutyourregistrationperiodandtorespondpositivelytotherequirementsofthequalification.Therearenoopportunitiestooptout!!Youhavearesponsibilitytocommittoyourlearningandtosucceed!

We recommend that you log on to the learning platform and regularlyaccessthelearningmaterials.Youshouldexpecttospendatleast2to6hoursworkingonline-spreadovereachweekworkingyourwaythroughtheappropriateUnit’slearning materials. Response TimesSometimesyoumayneedtocontacttheEducationOfficertoaskaspecificquestionandasyouarenotbasedinthesameplaceitcansometimesbedifficulttoknowhow.

Wewilldoourbesttorespondtoanyquerywithin48hoursofitbeingsentexcludingweekends,BankHolidaysandperiodswhenNationalOfficeisofficiallyclosed.Asattimesyouwillbelearningatadistance,tutors,examinersandNAFDsupportstaffwilltrytobeasflexibleastheycanwiththeirtime.


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Evidence of Funeral ArrangementsYouwillneedyouremployertoverifythatatotalofthirty-sixfuneralarrangementshavebeencompletedbyyourselfduringtheperiodofyourlearning,andthatyouhavebeenemployedas a funeral arranger as a minimum of eighteen months.

Ingeneral,thedesignoftheassessmentaimstoenablethelearner to demonstrate the following:

Evidenceofadeep,thoroughanddetailedknowledge,understandingandworkplaceapplicationofthesubjectareaanditsrelevantlegislation(whereapplicable)anddocumentation An answer which covers all parts of the question and achievesasensiblebalance Logical and organised of thought Fluency of writing and correct grammar, spelling and punctuation;andlegibility.

ExclusionsThereisnorequirementforanOralexaminationforthisqualification.

GeneralTheassessmentmethodconsistsofbothformativeandsummative assessment and elements of these count towards thefinalmark.

Initial Assessment

Aninitialassessmentofcurrentknowledgemustbeundertakenpriortoaccesstothelearningunits.Theoutcomesoftheinitialassessmentmustbeverifiedbythestudent’semployer.

Assessment Guidelines


Formative AssessmentAtotalof18unitsmustbecompleted.Eachunitcontainsadistinctnumberoflearningoutcomesandunderpinningactivitiesdesignedtoenhancethelearner’sbreadthofknowledgearoundthesubjectmatter.

Formativeassessmentiscompletedbythestudentthroughoutthe programme of study and consists of the following:

Online proof of LearningFor the end of each unit, there is a proof of learning assessment exercise,which,iffailed,willpromptstudentstoretrytheexercises.Thesystemwillautomaticallydothis.Studentsareabletoaccessthelearningmaterialsuntiltheypass.

Theaimoftheproofoflearningexercisesisforstudentstodemonstrate their understanding of the content of the unit.

Summative AssessmentAchievementofall18units,onlineproofoflearningexercisesandevidenceofarranging36funeralarrangementsisthefirstrequirementbeforesummativeassessmentcanbeattempted.

Summativeassessmentconsistsofawrittenexamination split into two parts consisting of a series of technical and scenario-basedquestions.Scenario-basedquestionsareconstructed around the content of a funeral arrangement andshouldpromptanswersthateitherdescribe,explainorexpandonthespecificelementsofafuneralarrangement.Thetechnicalquestionswillaimtoassessknowledgeoftheunderpinning theory of a funeral arranger.

Thepurposeofthewrittenexaminationistoassessstudents’breadthofknowledgeacquiredduringtheperiodoflearning.

Thewrittenexaminationcontributesto100%ofthefinalmarksandismanagedbytheNAFDTeamofExaminers.Thewrittenexamissplitintotwoparts,withapassmarkof60%requiredforeachelement,toachieveanoverallpass.Studentswillneedtopasseachelementtopasstheoverallexam.

Thisqualificationcanbeachievedwithinaperiodof12–18monthswithunderpinningevidenceof36funeralarrangements.

Scenario Based QuestionsThescenariobasedtestspresentarangeofdifferentsituationsthatmightbeexperiencedinthejobasfuneralarrangerandadministrator.Foreachsituation,anumberofpossibleactionsaresuggested.Thereareusuallyaround4or5actions,butthismayvaryfromscenariotoscenario.Youwillneedtochoosebetweenpossibleoptionsandjudgewhichisthemosteffectivecourseofactiontotakeandtherefore

whichactionyouwouldtakeiffacedwiththespecificsituation.Sometimes,therewillbeanumberofoptionstoselectthatwouldbemostappropriate.

Anexamplescenariobasedquestion:

“Youareworkinginafuneraldirectorsforasmall-mediumsizedcompany.Youhavereceivedacallfromabereavedcustomer,whohasbeenwaitingforthefuneraldirector,whohasfailedtoarrive,withintheexpectedtimeofarrivalfollowingthefirstcallbeingmade.Thecustomerisveryupsetandistalkinginaraisedvoice”.

Ofthefollowingoptionsindicatewhichwouldbethe‘mosteffective’andwhichthe‘leasteffective’actiontotakefirstof all:

1) Apologisetothecustomerandsayyouwillmakeimmediatecontact with the funeral director.

2)Listentothecustomer’sfeedbackandtellthemthatyoucanunderstandwhytheyareupsetandthatitmustbeveryinconvenient for them.

3)Explainthatthefuneraldirectorhasaverybusyscheduleanditisdifficultforhim/hertoalwaysbeontime,butyouare sure he / she will arrive soon.

4)Askthecustomertoholdwhileyoucontactthefuneraldirectortoestablishwhereshe/heis.Thisisthemosteffectiveresponseasitdirectlytakescontrolofthesituation,andwillultimatelyprovidetheinformationtomakeamoreinformed decision. After contacting the funeral director, you willknowexactlywhattoadvise.

Option(4)andOption(1)arethe‘mosteffective’–Options2and3arethe‘leasteffective’.

Written Examination (Final Examination)Allexaminationdatesanddatesforlastapplicationstositexaminationswillbepublishedonline.

Youremployermustauthoriseyourexaminationapplicationto verify that you have arranged the required amount of thirty-sixfuneralarrangementsandthedurationofyouremployment Youwillbeaskedtoregisterandpayonlineforyourexamination,beforeitisconfirmed.

A table of exam fees can be found on the NAFD Education Website.

Assessment Guidelines

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Effective Online Learning

Awareness:Do you have access to the up-to-date hardware/software needed for the course and your internet connection is fast? Thisisimportantasitwillfacilitateafluidanduninterruptedlearningexperience.

BeawareofwhichVirtualLearningEnvironmentyouwillbeusing, and understand how to navigate it prior to the course beginning.Thiswillmeanthataccessingclassroommaterialswillbeeasyandstress-free.

Practice video calling and methods of online communication beforestartingyourcourse.Manycomponentsofthecoursewill use these methods of communication. An awareness oftheseisvitalandwillmakeyoumoreconfidentwhenbeginningthecourse.

Accesstheonlinelearningresourcesandservicesprovidedbythe Association.

Beawareofanycoursedeadlines(placetheseinacalendar).This way you can plan ahead and do the preliminary reading toavoidbecomingoverwhelmedwhenthecoursebegins.

Taking Action:Plan a study schedule prior to the course starting. Routine is keyandflexibilityisaperkofonlinelearningbutdoputasidecertain times of the day to focus on your studies. This means youwon’tfallbehindandworkwon’tpileup.

Createstudyspacewhereyoucanworkwithminimalinterruptions. It is important to have a designated study space youcanleavewhenyouneedtorelax.ThisisimportantasaquietspaceiskeyforcoursecomponentslikeonlinewebinarsandSkypingwithotherstudents.

TimeManagement-stickingtoastudyschedulewillhelpincreasefocusandsettingasidetimetofocusoncourseworkwill help you to prevent getting stressed.

Self-motivate.Practicesettinguparewardsystemwhenyouachievetasksasthiscouldbeagreatwaytokeepmotivated.Amoodoranachievementjournalmaybehelpfulinrecordingyouremotionsandreflectingonlearningprogress.

Rememberthattherearepeoplethereforguidanceifyoufeelunsure.KeepincontacttheNAFDEducationOfficer.

Beawarethatonlinelearningrequirestime-keeping,scheduling and meeting deadlines. Keeping on top of workloadswillhaveapositiveimpactonyouronlinelearningexperience.

Online Networking - Netiquette and ChatiquetteThese guidelines aim to provide you with a list of pointers on how to interact online using a set of common conventions usuallyreferredtoas“netiquette”and“chatiquette”.Usingtheseguidelineswillhelpyoubecomemoreeffectiveinyourcommunications online.

Netiquette Etiquetteforpostingtothenet.Thiswillbeusefulinyourforums.

Clarity in PostingsGive all postings a clear and relevant title. Avoid using vague or ambiguoustitlessuchas‘News’,‘Hi’‘Latestwork’,etc.

Remember the Human!When you communicate electronically, all you see is a computer screen.Youdon’thavetheopportunitytousefacialexpression,gestures and tone of voice to communicate your meaning (apartfromusingemoticons);words-lonelywrittenwords-areallyou’vegot.Whenyou’reholdingaconversationonline-whetherit’sane-mailexchangeoraresponsetoadiscussiongroupposting-it’seasytomisinterpretyourcorrespondent’smeaning,andit’seasytoforgetthatyourcorrespondentisapersonwithfeelingsmoreorlesslikeyourown.

Be Mindful and EthicalWhenyoucommunicatethroughcyberspace-viaemailorondiscussion groups - your words are written and chances are they are stored somewhere where you have no control over them.Inotherwords,there’sagoodchancetheycancomebacktohauntyou.Ifyouencounteranethicaldilemmaincyberspace,consultyourprofessionalcodeofethics.

Respect People’s timePeopleseemtohavelesstimethaneverbeforeandhavealotofinformationtoabsorb.Whenyousendane-mailyouaretakingupotherpeople’stime(orhopingto).It’syourresponsibilitytoensurethatthetimetheyspendreadingyourpostingisn’twasted.

Know what you’re talking about and make senseMakesureyournotesareclearandlogicalandknowwhatyouaretalkingabout.Bepleasantandpolite.Don’tuseoffensivelanguage,anddon’tbeconfrontationalforthesakeof confrontation.

Online learning

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Safeguarding the NAFD’s Reputation - Appropriate Use of Social MediaTheNationalAssociationofFuneralDirectors(NAFD)recognises that the internet provides unique opportunities to participate in interactive discussions, and to share information on various topics using a wide variety of media such as Facebook;Twitter;NAFDLearningZone;blogsandwikis.

Theuseofsuchonlinemediasiteshasbecomeasignificantpartoflifeformanypeopleworkinginthefuneralserviceasawayofkeepingintouchwithfriendsandotherfuneralserviceemployeesandcanbeusedtoexchangeideasandthoughtson common interests, from a personal angle in addition to a learning and employment perspective. Despite the immenseopportunitiesrepresentedbysocialmedia,therearesignificantrisks,notleastbusiness,legal,andreputational.TheuseofSocialmediaallowsindividualstocommunicatewithapotentially huge audience, and given the interpersonal nature oftheirform,canblurthelinesbetweenapersonalvoiceandan institutional voice.

Those using social media in a personal capacity still need to bearinmindthattheircommentscouldreflectdirectlyuponthe reputation of the National Association of Funeral Directors, including the NAFD Approved Tutors. Inappropriate use of socialmediabyregisteredstudentscanposerisksassociatedwiththeAssociation’sconfidentialinformation;includingcopyrightandreputationaltrademarkinfringementshouldmisuse occur.

Tominimisesuchrisks,theNationalAssociationofFuneralDirectorsexpectsitsregisteredstudentstocomplywiththerequirementssetoutintheSocialMediaPolicyinrelationtothe use of any social media.

IfpersonaluseofSocialMediadoesnotmakeanyexplicitreference to the NAFD; any NAFD employee, prospective and approvedtutor;orexaminer,thenthecontentisnotlikelytobeofconcerntotheAssociation.

PlagiarismPlagiarismisaseriousoffenceandsomethingtheNationalAssociationofFuneralDirectorsandBoardofEducationandTeamofExaminerswishestoproactivelydiscourageanystudentfromeventhinkingabout.

Softwareoperatesforplagiarismdetection.TheuseofthissystemwillallowtheAssociationtosystematicallycheckforplagiarism,thushelpingtoensurethatallstudents’workisoriginal and graded accordingly. In this way we can minimise theriskofstudentsbeingunfairlyrewardedforworkthatisnotoriginaltothem.Therefore,pleaserememberthefollowing:

Neverattempttoplagiariseanotherstudent’swork Theteamofexaminersreservestherighttoundertakeaninvestigation if there is evidence of plagiarism Anystudentfoundandproventohavesubmittedplagiarisedwork,willnotbeallowedtoregisterforthefinalexaminations The student registration period will automatically lapse Aperiodoffiveyearswillbeenforcedpriortoacceptanceforre-registration.

Online Learning

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Anti-Bullying and HarassmentThe Association aims to promote an environment where all registeredstudents;NAFDapprovedtutors;andmembersofthePanelofExaminersaretreatedwithdignityandrespect,freeofdiscrimination,victimisation,bullyingoranyformofharassment.

Professional Indemnity InsuranceThe Association ensures that NAFD approved tutors have ProfessionalIndemnityInsurancetocoveranyclaimsbroughtaboughtbystudentsortheiremployersagainstthetutorortheAssociation. This policy does not, however, cover students who cometoharmbecauseoftheirownfault,orcausedamageoftheir own doing.

Complaints or GrievancesTheAssociationseekstominimisestudentcomplaintsandgrievancesbyensuringthatstudentshaveopportunitiestoraise any concerns throughout the period of their learning.

The Association is also committed to providing an environment within which students are encouraged to raise any matters of concern in an informal manner as soon as they arise. This often circumvents the need for formal complaints or grievances.

Where complaints and grievances arise, there are procedures to ensure that these are addressed fairly and promptly and that students can lodge their complaints and grievances, in goodfaith,withtheassurancethattheywillnotbepenalisedfor so doing.

Studentswhowishtoraiseformalcomplaintsorgrievancesshouldinthefirstinstancediscusstheirgrievancewiththeappropriatetutor.Ifasatisfactoryresolutioncannotbefound,pleasefollowtheStudentComplaintsProcedureandcompletetheassociateddocumentationaccessibleviatheonlineplatform.Pleasenote:Verbalcomplaintscannotbeaccepted.

General Data Protection Regulations (GDPR)The National Association of Funeral Directors needs to process dataaboutyouinordertocarryoutitsnormalqualification,training and assessment administration. This means that we collect, store, use and disclose the data for purposes only connected with your studies.

WhenyouregisterwiththeAssociationyouwillbegivinguspermissiontoprocessdataaboutyou.

Registration provides you with an opportunity to see some basicpersonaldataheldaboutyouandtocorrectinaccuracies.If you do not register and give your consent to this processing, theNAFDmaynotbeabletoacceptyouasastudent.

PersonaldatawillbeprocessedonlyinaccordancewiththeAssociation’sregistrationundertheGeneralDataProtectionRegulations.

Student ConfidentialityTheAssociationiscommittedtoprovidingaconfidentialservicetoregisteredstudents.Webelieveallstudentshavetherighttoconfidentialitytoprotecttheirinterestsandensurearelationshipoftrustbetweenstudents,approvedtutors,examinersandeducationstaff.

Definition of ConfidentialityConfidentialitymeansthatnoinformationregardingastudentshallbesharedeitherdirectlyorindirectlywithanyotherdepartmentoftheAssociation,oranyexternalagencyorperson,withoutthatstudent’sprior,expressedconsent;exceptwhere issues of safety or legality apply.

Furthermore,weacknowledgethatstudentsareautonomousadultsandsowillnotdiscussanydetailsofastudent’scasewithmembersunlesspriorconsenthasbeenobtainedfromthestudent.Recordsofallsuchcontactwillbekeptintheelectronicstudent’sfile.

This does not include information declared on NAFD applicationandregistrationonlineformswhichitisreasonabletoexpectwillbesharedwithintheAssociation,asitformspartoftheapplicationprocess,oranonymousdetailswhichmaybeused for statistical and planning purposes.

ItistheresponsibilityofNAFDeducationstafftoensurethattheyobtainconsentinwritingbeforesharinganyinformationortakinganyactiononbehalfofastudent.Studentsarenotnecessarilyrequiredtogiveblanketagreementforinformationtobeshared.Theycanspecifywhichpeople/departmentstheyarewillingforinformationtobedisclosedto.

Breaches of ConfidentialityThecircumstanceswhereconfidentialitymayneedtobebrokenare:

whendisclosureisrequiredbylaw astudent’shealthorsafetyisatrisk astudentisatriskofseriousexploitationorabuse thereareseriousconcernsaboutastudent’smentalhealth thereisarisktoothers(e.g.tofollowtheprofessionalpracticeandconductregulations).

ThecontentandprocedurescontainedinthishandbookarereviewedandupdatedbytheNAFD.

Changes may occur at any time of the year should legislative or regulatoryupdatesbecomenecessary.

Student Support and Welfare

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Student FeedbackThe Association requires all registered students to participate inaformalsystemoffeedbackthroughwhichstudentsareinvitedtocommentroutinely,inconfidence,upontheadministration, tutoring, assessment and overall education service they have received.

Thishelpsustocheckthatstudentshaveaclearideaoftheaimsassociatedwithparticularunits,andofwhatisexpected;thatouronlinelearningiseffectiveandstimulating;thatouradviceandfeedbacktostudentsonindividualworkishelpful;and that our learning resources are adequate.

Bothnegativeandpositivefeedbackisimportant.Inordertobeabletoassessthefeedbackandtoattempttotakeappropriateactionitisimportantthatwhenmakingcommentsyouindicatewhyyoufeelthatsomethingisgoodorbad,notjustthatyouthinkitis.

WehopeyouhaveaveryproductiveandsuccessfulexperiencewiththeNAFDandlookforwardtopresentingyouwithyourCertificate!

Student Support and Welfare

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Documents

NAFD Funeral Arranging and Administration