Seetec ApprenticeshipLearner Handbook

A P P R E N T I C E S H I P S

WELCOME

Seetec welcomes you to your apprenticeship programme; we will make every effort to ensure that you have a good experience during your time with us whilst achieving your qualification.

Seetec are committed to providing a safe learning environment for all our learners and this is always our first priority. Our focus is on you, the learner.

Our team of highly qualified, experienced tutors and assessors will support you through your apprenticeship programme making each step of your journey an enjoyable experience.

This handbook has been developed to provide you with the basic information you need upon starting a programme with Seetec. We hope that you find it a helpful first step and if you have any suggestions on how we may improve it for future learners we would be delighted to hear from you.

Good luck and best wishes for the future!

1. The apprenticeship journey 2. What is an apprenticeship? 3. Apprenticeship structure

3.1 National Vocational Qualification (NVQ) 3.2 Technical Certificates (knowledge) 3.3 Functional Skills 63.4 Personal learning & thinking skills 3.5 Employment rights & responsibilities

4. Who is involved in your apprenticeship? 5. Information, advice & guidance 6. Health & safety 7. Equality & diversity 8. Safeguarding 9. The prevent duty 10. Appeals procedure 11. Complaints procedure 12. Useful information 13. Helplines and useful support 14. Key contact details for your apprenticeship programme

Contents

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1. The Apprenticeship Journey

1. IAG & Initial Assessment

2. Recruitment & Enrolment

3. Introduction

4. Individual Learning Plan

5. Planning and Progression

6. Progress Reviews

7. Ongoing Teaching,

Learning & Assessment

8. Achieve Apprenticeship

Information, Advice and Guidance and Initial Assessment - Seetec will provide you with information regarding your chosen vocational programme, what your and our responsibilities are in order to successfully achieve your qualification and your potential future career opportunities. We will assess your skills and knowledge at the start of the programme to enable us to provide the support that you need to succeed.

Recruitment and Enrolment - We ensure that you are matched to the most suitable programme for your skills and career aspirations and sign you up to the programme.

Induction -At this stage, we will explain the full apprenticeship programme process to you and provide both you and your employer with the information you need to make the programme a success.

Individual Learning Plan -This involves speaking with you and your employer to gain an understanding of what you require from the apprenticeship. We will work together to create an Individual Learning Plan for you which will detail the key milestones of the programme, when you will achieve them, what you need to do to achieve them, and how you will get there.

Planning and Progression - By working together to create the Individual Learning Plan, we will plan your learning and assessment so that the programme content is agreed by both you and your employer.

Progress Reviews - Your assessor will meet with you and your employer on a regular basis to agree to review your progress and training requirements and set targets to enable you to progress towards achieving your apprenticeship.

Teaching, Learning and Assessment - Under the supervision of your assessor and employer you will receive training to improve your skills and knowledge. This training can be either on- or off- the-job and will relate to both your vocational, technical and functional skills qualifications. Your assessor will also start to assess the skills you are developing and the knowledge you are gaining and will guide you to put together the evidence you need for your qualification.

Achieve Apprenticeship - When you complete all the components of the apprenticeship we will apply for your apprenticeship certificate and send it to you. Remember this is a vocationally valuable qualification which recognises the skills and knowledge you have gained in your area of work.

2. What is an Apprenticeship?Apprenticeships are nationally recognised qualifications, that formally evidence when specific knowledge, skills and attitudes required to work in a chosen occupation have been achieved. It is a work-based programme funded by the Skills Funding Agency.

The apprenticeship process will demonstrate how you work across a range of different situations and circumstances. An apprenticeship doesn’t just focus on your technical skills - it includes how you apply yourself to your job role, working with other people and apply-ing knowledge and understanding to what you do.

As each person is unique with different skills and qualities, the way in which you apply yourself against the required standards will differ to someone else who is doing exactly the same job as you.

The qualification is about you in your job role; however it requires you and three partners to work closely together. These are:

• The apprentice (You)• Learner Engagement Adviser• Employer• Training Provider (Seetec)

3. Apprenticeship StructureAll of these elements must be achieved to complete the Apprenticeship Programme

National Vocational Qualification in your chosen sector

Knowledge Certificate/Diploma in chosen vocational sector

Functional Skills - English/Maths/ICT

Personal Learning & Thinking Skills

Employment Rights & Responsibilities (ERR)

National Vocational Qualification in your chosen sector

3.1 National Vocational Qualification (NVQ)

NVQs are qualifications which demonstrate ability at work. The training is mainly on- the-job and NVQ assessment recognises your performance at work with a nationally recognised qualification.

They are available to all ages, at any career stage and no previous qualifications are necessary. As the skills are assessed through work-based evidence, there are no ‘end of unit’ tests or exams. Certification is based purely on evidence of the skills required. There are different levels of NVQs; the level will depend on the apprenticeship programme that you are following. Your assessor will go into more detail about what level is appropriate for you.

An NVQ comprises of several units which can be tailored to reflect the job role that you carry out and the skills you need to perform. Each unit is made up of a number of national occupational standards that cover all the main aspects of a job. Some of the NVQ units are mandatory, whilst others will be discussed and agreed with yourself and your line manager to determine what is most suitable for you.

Each unit contains learning outcomes and assessment criteria. Your assessor will talk you through these in more depth so that you fully understand all aspects of your qualification.

Learning OutcomesA learning outcome describes what you need to demonstrate in your job role against nationally set assessment criteria.

Assessment CriteriaAssessment criteria describe what you must demonstrate and how you must do it. You must show that you can do all the things listed as assessment criteria before your assessor can confirm that you meet the requirements of the national standard.

The Assessment ProcessThe assessment process is a cycle of activity where you and your assessor will agree a plan for what is needed. Evidence will then be collected and judged by your assessor and you will be given feedback to let you know if the evidence provided is sufficient to meet the standards, or if further evidence is needed.

What Types of Evidence Can I Collect?There are many different ways in which you can collect evidence to prove your ability (competence). Assessments are carried out by your assessor observing you at work and by questioning you on what you are doing and what you understand about ways of working.

ObservationThis is normally carried out by your assessor who will watch you working and assess your performance against the national standards. You will be given feedback on how you got on. Success is documented on feedback sheets, which you keep in your portfolio.

Guided DiscussionOften it is easier for you to describe or discuss an event or situation verbally and this can be recorded using a voice recorder which means you can gather examples for evidence very quickly and easily.

QuestioningYour assessor may ask you questions to make sure you have the necessary knowledge and understanding to carry out your job to the national standard. Questioning may be verbal or written.

Products of WorkThroughout your normal working day you may be required to complete some paperwork, keep records or create something as a result of a task you have completed. This type of evidence will require a brief explanation from yourself to describe what it is and how you use it in your job role.

Accreditation of Prior Learning/AchievementYou may have done things in the past which are applicable to your programme of learning. These may be used as evidence, provided they are sufficient, current, and relevant to the standards e.g. a relevant qualification. This is known as Accreditation of Prior Learning (APL) or Accreditation of Prior Achievement (APA). Your assessor will discuss any APL/APA you have with you and decide whether it can be used.

3.2 TECHNICAL CERTIFICATES (KNOWLEDGE)

Technical Certificates are a requirement in some apprenticeships and check your knowledge and understanding which underpins the NVQ requirements.

They are delivered through self-study and one-to-one support from your assessor. You may be required to sit external testing and in some programmes you will also need to complete a workbook. Your assessor will guide you through this.

3.3 FUNCTIONAL SKILLS

Functional skills are relevant to all jobs and industries. They run alongside the specific skills of the job and make people more effective, all-round employees. They help businesses become more efficient and competitive.

Functional English: Apprentices will be able to communicate more effectively and accurately (both verbally and in writing) with colleagues and customers. They will be able to ask the right questions, and get the right messages across.

Functional mathematics: Apprentices will be able to use mathematics in practical situations that are relevant for work. They will have the skills to tackle tasks like calculating discounts or VAT, or working out how much material they will need for a job.

Functional ICT: Apprentices will be able to find information on the internet or a database, send emails, enter information onto a computer, and present information using word- processing or graphics programs. They will be able to keep pace with changes in technology.

One of the main reasons why functional skills are important in the workplace is that they are applied skills. They are used in real tasks to solve real problems.

The assessment of functional skills will be externally set and marked to measure application of skills in a ‘real-life’ context. An assessment can be entirely task based, or a combination of task(s) with test-style items. Your assessor will go through this in more detail with you.

Learners who already have certain English, Maths and ICT qualifications (i.e. GCSE Grade A*-E) may not have to work towards the Functional Skills assessments depending upon the level of Functional Skills you are following.

Your assessor will discuss these in detail with you.

3.4 PERSONAL LEARNING & THINKING SKILLS

Personal Learning and Thinking Skills (PLTS) are generic skills that are essential to life, learning and work. PLTS have a significant impact on a person’s ability to make a confident contribution, both within and outside of their working environment. PLTS capture the essential skills of: managing self; managing relationships with others; and managing own learning, performance and work. Your knowledge, skills and understanding regarding PLTS will be assessed as part of your qualification.

3.5 EMPLOYMENT RIGHTS & RESPONSIBILITIESTechnical Certificates are a requirement

All apprenticeship frameworks are required to include coverage of the 9 national outcomes in relation to Employment Rights and Responsibilities.

Every apprentice is required to demonstrate that they know and understand areas such as the range of employer and employee statutory rights and responsibilities under employment law, health and safety and equality and diversity procedures and documentation for their organisation.

You will need to complete a workbook or unit which will be assessed to confirm your understanding.

4. Who is involved in your Apprenticeship?

YouThere are many people involved in your apprenticeship programme but the most important person is you. You will need to gain an understanding of how the qualification works, which is why your induction to the programme is very important. You should use this booklet as a source of reference, in case you need to remind yourself about the information you received during induction.

Once you have completed the induction you and your assessor will agree an individual learning plan - this will ensure steady progress towards the achievement of your apprenticeship. You will need to show your assessor that you are able to do your work to nationally recognised standards, as set by the awarding organisation (for example, City and Guilds.)

Engagement AdviserYour adviser will provide information, advice and guidance during the first eight weeks to ensure that you settle quickly into your programme.

They will:• Finalise all the paperwork required to enrol you onto the apprenticeship programme• Support and guide you through the first steps of learning

Your AssessorYou will be allocated an assessor who will be responsible for assessing you against the national standards.

They will:• Explain the apprenticeship and assessment process to you • Identify any learning or skills needs• Carry out assessments• Help you to develop your portfolio of evidence

Your Assessor will have responsibility for:• Ensuring your personal learning and assessment plan is drawn up and followed• Assessing your progress and recording your competence for the programme of

vocational learning you are working towards• Teaching you the underpinning knowledge required in your chosen vocation, such as

regulations, guidelines and policies• Providing you with constructive feedback on assessment decisions and progress• Preparing and agreeing assessment plans for your future progress• Advice and guidance on all things related to your apprenticeship

Internal Quality Assurer (IQA)This person is responsible for ensuring the work undertaken by assessors meets the required quality standards. They may occasionally accompany your assessor and observe sessions. It is important to remember that they are checking the quality of your assessor and not making judgements on your work.

External Quality Assurer (EQA)The External Quality Assurer is employed by the Awarding Organisation to ensure Seetec Skills is meeting the required quality standards. They typically come to the centre twice per year and may ask to meet with you to discuss how your course is going and whether we are providing the appropriate support. Any meetings would be planned in advance.

Your Line ManagerYour line manager will review progress with you as part of your 1:1s. They will provide you with motivational support and schedule resources so you will have the time to complete your qualification. Your manager may also provide evidence in the form of a testimony that you have performed certain tasks.

5. Information, Advice & Guidance

Seetec are committed to providing you with high quality of information, advice and guidance at all stages of your programme;

Getting InYou will be given comprehensive information, advice and guidance during the recruitment and induction stages of your apprenticeship. This will enable you to make the right choices about your qualification and start the programme with confidence. An initial assessment will be conducted to help us understand the level of support you’ll need during your apprenticeship. Your assessor will develop an Individual Learning Plan with you to outline the steps you’ll need to take to complete the apprenticeship.

Getting onYou will meet with your assessor throughout the programme to discuss how you are progressing and to arrange the training and assessments you need to improve your skills and knowledge and complete the apprenticeship. These discussions will ensure that you get the help you need to identify any barriers that may affect your learning and provide you with opportunities to ask questions and give your views about the apprenticeship.

Moving onTowards the end of the programme you will review your learning experience with your assessor and discuss how you might use the skills and knowledge you have gained during the apprenticeship. Your assessor will provide you with information, advice and guidance about your options and help you to plan your next steps.

Our staff:• Will treat you with respect• Are well trained and qualified• Can provide you with up-to-date information, advice and guidance

We will:• Support you throughout your learning to enable you to achieve your qualification• Signpost you to other sources of help as required• Continue to improve the service we provide

How you can help us improve our service:• Take part in learner surveys• Use the complaints system if you have any problems with our service that you cannot

resolve with your assessor• Feedback informally or during the review process

6. Health & Safety

Seetec will do everything that is reasonably practicable to ensure the health, safety and welfare of learners on all of our training programmes.

We will work with your employer to ensure that you are aware of all local arrangements relating to your health, safety and welfare, including the reporting of accidents, fire precautions and safety policies.

All learners must have due regard for health and safety regulations both for themselves and for others who may be affected by their actions. Details of employer and employee responsibilities for health and safety can be found on the health and safety posters on display in your workplace.

Please also ensure that you are aware of your employer’s Health and Safety Policy Statement and the arrangements that are in place for the organisation and management of health and safety in your workplace.

If you do have an accident at work, please ensure that you inform Seetec at the earliest opportunity. We will undertake an accident investigation and keep in contact with you after the accident.

If you think there is a health and safety problem in your workplace you should first discuss it with your employer or with a safety representative (if there is one). Further confidential information can be obtained from the Health and Safety Executive on their helpline 0845 345 0055.

7. Equality & Diversity

Seetec is an equal opportunities training provider and welcomes applications to join its apprenticeship programme from all individuals who are eligible regardless of their background. Seetec believes that everyone has the right to be treated with dignity and respect and that nobody should be bullied, harassed, discriminated against or victimised on any grounds.

Seetec is firmly committed to fair treatment of all and we comply with all relevant legislation in this area. We make every effort to promote equality and diversity in all aspects of our organisation. We shall ensure that all parties understand what is expected of them through our Equality and Diversity Policy and related legislation.

Equality – Involves creating an environment in which everybody is treated fairly regardless of his or her background. This does not mean treating people the same, rather it involves valuing people as individuals and ensuring that nobody is discriminated against for any reason.

Diversity – Involves recognising that people are different and that these differences are valued. We live in a diverse society which consists of individuals with different backgrounds, experiences, beliefs, values and perceptions. In fact everybody is different, and we need to understand, value and respect each other’s differences for society to function properly.Equality and diversity are important because we live in an increasingly diverse society and we need to be able to respond appropriately to this diversity. Individuals must be treated according to their different needs to ensure they are treated fairly.

We will;• Communicate our equality and diversity policy to you and discuss what this means to

you• Take positive action to eliminate any form of discrimination or other inequalities that are

brought to our attention• Ensure we adhere to all applicable legislation in this area• Foster good working relationships with partners and stakeholders so that they

understand their responsibilities • Update our policies and working practices in line with changing legislation• Ensure that learning and assessment materials are inclusive and promote diversity

All our assessors recognise their personal responsibilities in applying this policy. We will ensure that any training and assessment decisions will be based solely on your ability and competence and that you are only assessed against the national standards. All learners will be encouraged to take advantage of available and relevant training and assessment opportunities to advance in their programme.

We operate a robust appeals procedure. If you believe you are being treated unfairly you can raise the matter using the appeals procedure, a copy of which is included in your induction pack.

You also have responsibilities under the equal opportunities legislation. This relates to the equal opportunity of every employee regardless of colour, gender, age, race, nationality and ethnic or national origin. If you are unsure of your responsibilities, please inform your assessor and they will discuss this with you.

8. Safeguarding

Seetec have a primary responsibility for the care, welfare and safety of the learners in our charge and are fully committed to safeguarding and promoting welfare. All of our learners regardless of age, disability, gender, racial heritage, religious belief, sexual orientation or identity have the right to equal protection from all types of harm or abuse.

Safeguarding involves;• What we will do if we think you are being harmed, or likely to be harmed• What you should do if you think someone else is being harmed• What we will do if we think you are about to harm someone else• What we will do to keep you and others safe• The prevention of all types of harm and is about keeping you safe

How we will keep you safeWe will ensure that;• All staff who have regular contact with learners have been vetted via the Disclosure and

Barring Service• All staff are trained on how to deal with learners at risk• We have internal systems for dealing with learners at risk• We work closely with outside agencies who can help learners in a variety of situations• There is a designated safeguarding lead who can help learners in a variety of situations• You can make use of any forums, including surveys, to report concerns

Harm means;• Anything which is happening to you which is physically or emotionally hurtful• Examples include bullying, sexual abuse, neglect, physical attack or being forced to do

something against your will• This could be at home, at work, in a training centre, with friends, in the street, online –

anywhere in fact

Contact details for the Safeguarding Officer are detailed at the end of this document.

Please note that Seetec cannot guarantee confidentiality in a situation where learners are believed to be at risk.

9. The Prevent DutyThe Prevent Duty became a requirement for training providers in July 2015. Prevent is one of the elements of the government’s counter-terrorism strategy known as CONTEST. Prevent is about safeguarding learners from radicalisation and extremism by taking measures to prevent extremism in work-based learning, and by promoting British values.

Prevent is about safeguarding you as a learner to keep you safe and within the law. The Prevent Duty is not about preventing you from having political and religious views and concerns but about supporting you to use those concerns or act on them in non-extremist ways.

What is the Prevent Duty?Section 21 of the Counter-Terrorism and Security Act 2015 places a duty on certain bodies, listed in Schedule 3 to the Act, to have “due regard to the need to prevent people from being drawn into terrorism”.

What is Extremism?The government has defined extremism in the Prevent strategy as: “vocal or active opposition to fundamental British values, including democracy, the rule of law, individual liberty and mutual respect and tolerance of different faiths and beliefs”. This also includes calls for the death of members of the British armed forces.

What are British Values?British values are defined as “democracy, the rule of law, individual liberty and mutual respect and tolerance for those with different faiths and beliefs”; institutions are expected to encourage learners to respect other people with particular regard to the protected characteristics set out in the Equality Act 2010.

Democracy - Your opinion counts Individual Liberty - Freedom of speech

Respect & Tolerance - All backgrounds/cultures/ages/genders & sexualities/

religion & beliefs

The Rule of Law - Nobody is above the law - Laws protect everybody- Innocent until proven guilty

10. Appeals ProcedureLearner Appeal StatementThe appeal procedure is to enable learners to have a review of any assessment (practical or written) which they feel has been judged unfairly.

Learners may appeal on a variety of grounds, for example:• The conduct of the assessment• The adequacy of material submitted set against a National Standard• The adequacy of opportunities offered, in order to demonstrate competency• The assessment decision

Before the Appeal• Where practical, the learner should discuss his/her objection to the assessment

decision with the Assessor prior to making a formal appeal.• The Assessor should be open-minded to the points raised by the learner, discuss the

matter with the Internal Quality Assurer (IQA) and try to find a solution which makes an appeal unnecessary.

• If this cannot be achieved the learner must be advised of his/her right to appeal and how to go about it.

Appeal Process• Appeals must be made in writing by the learner to the relevant department Lead

Internal Quality Assurer within 14 days of the learner being notified of the assessment decision against which the appeal is being made. This should be sent to:

Seetec,75-77 Main Road, Hockley, Essex, SS5 4RGTelephone: 01702 201070

The learner MUST fully detail the appeal and ensure:• They give an indication of the assessment method used (practical/oral/written/audio)• They give an explanation of the reason for appeal• The written appeal must be copied by the Lead IQA to the Assessor who made the

decision and to the IQA responsible for the Assessor• The Lead IQA is to consult with the Director of Excellence and/or an occupationally

competent Centre IQA/Assessor, to objectively evaluate the evidence, and then give a judgement. This person is known as the Appeals Adjudicator

• This Adjudicator must hold units A1/D32 and D33 (or TAQA equivalents), be technically competent in the skill area being assessed and be familiar with awarding organisation systems and procedures

• If an Appeals Adjudicator cannot be identified from within the centre, the Lead IQA must look externally for an appropriate person

• The Lead IQA is at liberty to seek guidance from the External Standards Verifier on any aspect of the appeal’s process

• A successful appeal is not a reversal of the original assessment outcome. To establish this the learner may need to be reassessed

• The timescales quoted in this procedure are normal maximums. In extreme cases the timescales may need to be longer in which case the reasons for the longer timescales are to be documented

• The appeal procedure will embody the principles of: o Natural Justice o Fairness o Equity o Independence o Equal Opportunities o Anti-racism o Special needs

• The Appeals Adjudicator will report back to the Lead IQA who will make the final judgment on the appeal

After the appeal• The Appeal Adjudicator’s judgement must be communicated to the learner by the Lead

IQA in writing within 21 days of the written appeal being received• This communication must be copied to the Assessor against whom the appeal was

raised, his/her IQA and the Appeals Adjudicator• The Lead IQA must retain full details of the appeal within the centre file for a period not

less than 5 years• If the appeal is successful, the Lead IQA must identify the specific failure in the centre’s

assessment regime and implement corrective actions• If the learner considers the appeals procedure has not been carried out properly then

the awarding organisation will be asked to investigate• All appeals documentation must be kept and shown to the External Standards Verifier

at their next visit

11. Complaints ProcedureStatement of PolicySeetec is committed to providing a quality service for its learners and working in an open and accountable way that builds the trust and respect of all our stakeholders.

One of the ways in which we can continue to improve our service is by listening and responding to the views of our learners, staff, customers and stakeholders, in particular by responding positively to complaints, and correcting any mistakes.

Therefore, we aim to ensure that:• Making a complaint is as easy as possible• We treat a complaint as a clear expression of dissatisfaction with our service which

calls for an immediate response• We deal with it promptly, politely and, when appropriate, confidentially• We respond in the right way – for example, with an explanation, or an apology where

we have got things wrong or information on any action taken etc.• We learn from complaints, use them to improve our service, and review annually our

complaints policy and procedures

We recognise that many concerns will be raised formally, and dealt with quickly. Our aims are to:• Resolve informal concerns quickly• Keep matters low-key• Enable mediation between the complainant and the individual to whom the complaint

has been referred

An informal approach is appropriate when it can be achieved; however, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Definition: Seetec defines a complaint as ‘any expression of dissatisfaction that relates to Seetec and that requires a formal response.

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible, resolved to the complainant’s satisfaction.

Responsibilities and OrganisationSeetec’s responsibility will be to:• Acknowledge the formal complaint in writing• Respond within a stated period of time• Deal responsibly and sensitively with the complaint• Take action where appropriate

A complainant’s responsibility is to:• Bring their complaint, in writing, to Seetec’s attention, normally within 5 – 10 working

days of the issue arising • Explain the problem as clearly and as fully as possible, including any action taken to

date• Allow Seetec 15 working days to deal with the matter • Recognise that some circumstances may be beyond Seetec’s control

ConfidentialityExcept in exceptional circumstances, every attempt will be made to ensure that both the complainant and Seetec maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint being judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Monitoring and ReportingThe Board of Directors of Seetec will receive an annual anonymised report of complaints made and their resolution.

Formal Complaints ProcedureStage 1In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

Stage 2If you are not satisfied with the initial response to the complaint then you can write to Seetec’s Director of Excellence and ask for your complaint and the response to be reviewed. You can expect the Director of Excellence to acknowledge your request within 5 working days of receipt and a response within 15 workings days.

Seetec’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final StageIf you are not satisfied with the subsequent reply from Seetec’s Director of Excellence, then you have the option of writing to Seetec’s Managing Director, stating the reason why you are dissatisfied with the outcome. You must do this within 15 days of receiving the written response from Seetec’s Director of Excellence.

The Managing Director (or their nominee) will normally respond within 15 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.

12. Useful InformationOyster CardYou can get an Apprentice Oyster photo card if:• You are aged 18 or above• You live in a London borough• You are enrolled on an apprenticeship for a minimum of 12 months• You are in the first 12 months of your apprenticeship • You must have both your Unique Learner Number (ULN) and Seetec’s UKPRN before

you can apply. (Your assessor will give you these numbers)• You can only apply via the TfL website. https://tfl.gov.uk/

NUS CardNUS Apprentice Extra provides discounts in-store and online at your favourite brands to help your hard earned cash go a little further. The scheme is run by the National Union of Students (NUS) and so the money raised selling the discount card helps to fund a new National Society for Apprentices, which will serve to represent your needs and those of all vocational learners.

For just £11 for 12 months you get discounts with the likes of The Co-op, Amazon.co.uk, Superdrug, Alton Towers, Odeon Cinemas and much more.

http://www.apprenticeextra.co.uk/

13. Helplines and Useful Support

Advice & Support Phone Number WebsiteAdvice on drugs 0300 123 6600 www.talktofrank.com

Alcohol advice 0300 123 1110 www.drinkaware.co.uk

Careers advice 0800 100 900 www.nationalcareersservice.direct.gov.uk

Childline 0800 1111 www.childline.org.uk

Citizens Advice Bureau See website for local CAB number

www.citizensadvice.org.uk

Depression Alliance www.depressionalliance.org

DIAL (Disability Advice) 0800 800 3333 www.scope.org.uk

Eating Disorders Association Helpline

0345 634 1414 ww.b-eat.co.uk

Equality & Human Rights Commission

0800 800 0082 www.equalityhumanrights.com

Get Connected (Help Resource for under 25s)

0808 808 4994 www.getconnected.org.uk

Gingerbread (Lone Parents) 0808 802 0925 www.gingerbread.org.uk

HMRC (Tax ) 0300 200 3300 www.gov.uk/contact-hmrc

Lesbian and Gay Foundation 0345 3 30 30 30 www.b-eat.co.uk

Mencap (Learning disability support)

0808 808 1111 www.equalityhumanrights.com

MIND (Mental Health) 0300 123 3393 www.mind.org.uk

National Apprenticeship Service 0800 0150400 www.Apprenticeships.gov.uk

National Bullying Helpline 0845 2255787 www.nationalbullyinghelpline.co.uk

National Centre for Domestic Violence

0800 970 2070 www.ncdv.org.uk

National Debt Line 0800 808 4000 www.nationaldebtline.org

NHS Direct 111 www.nhsdirect.nhs.uk

NHS Smoking helpline 0300 123 1044 www.nhs.uk/smokefree

NSPCC Child Protection 0808 800 500 www.nspcc.org.uk

NUS (Apprentice Student Card) 01625 413277 www.apprenticeextra.co.uk

Online safety 0870 000 3344 www.thinkuknow.co.uk

Pregnancy Support (BPAS) 03457 30 40 30 www.bpas.org

Rape & Sexual Abuse Support Centre (RAASC)

0800 802 9999 www.rasasc.org

Relate (help with relationships) 0300 100 1234 www.relate.org.uk

Advice & Support Phone Number WebsiteSamaritans 116 123 www.samaritans.org

Shelter line (Homelessness) 0808 800 4444 www.shelter.org.uk

Skills Funding Agency 0345 377 5000 www.gov.uk/government/ organisations/ skills- funding-agency

Victim Support 0808 1689 111 www.victimsupport.org.uk

Youth Access (Information, Advice & Counselling)

0208 7729900 www.youthaccess.org.uk

14. Key Contact Details for Your Apprenticeship Programme

Assessor Name Telephone

Learner Engagement Adviser

Telephone

IQA Name Telephone

Designated Safeguarding Officer

Telephone

Candidate Registration No

Programme

Start Date

e-portfolio log in details

User Name

Password You will be prompted to change your password when you first log onto the system. Please keep your password secure

Website

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