As an organisation, we are guided by our “3C” principles of Customer, Compliance and Continuous Improvement.

These principles have informed our vision of “Delivering Excellence Together”

Crystal Lean Solutions (CLS) is dedicated to providing a high-quality training and consultancy service to our customers. We acknowledge that it is our collective responsibility, as members of staff and management, to deliver a standard of excellence which is consistent with our Quality Policy. Our Quality Policy is documented and implemented through our Quality Management System.

CLS will maintain ongoing compliance with all applicable legislative and awarding body regulations and guidance as and when these are published.

Our documented policies and procedures aim to ensure that we deliver our service in a consistent manner that enables us to review our effectiveness on an on-going basis. We are committed to developing a culture that recognises the importance of quality in everything we do.

Policies and Procedures

Our policies and procedures are learner focused, and will ensure that all learners:

• Are treated fairly, and with respect, at all times.
• Can easily access complete, accurate and up-to-date information about all the programmes we offer.
• Can give and receive feedback on their experience and achievements.
• Can access all relevant QA documentation.
• Can avail of a wide range of supports that we offer including:
  • Access to staff members
  • Recognition of prior learning
  • Information pertaining to access, transfer and progression
  • Reasonable accommodation
  • Extenuating circumstance supports
  • Complaints procedures
  • Appeals procedures.

Note: These supports are described in greater detail later in this document.

Diversity and Equality

In common with all organisations operating in Ireland, CLS is legally required to comply with the Employment Equality Act and Equal Status Act. These acts prohibit discrimination on specific grounds. Generally, discrimination occurs where one person is treated less favourably than another person in a comparable situation, because they differ under any of the following grounds: Age, Civil Status, Disability, Family Status, Gender, Housing Assistance Payment, Membership of the Traveller Community, Race, Religion, Sexual Orientation.

CLS welcomes this legislation, and we strongly espouse the principles of inclusiveness and equality reflected in these Acts.

If any learner feels that CLS has not upheld  their rights under this legislation they should inform CLS immediately by emailing office@crystalleansolutions.ie with the subject heading “Diversity and Equality”.

Reasonable Accommodation

Reasonable accommodation refers to the provision of additional supports, facilities, resources or amendments to assessment tasks and activities, to enable a learner with a disability or specific learning need, to have a comparable opportunity to demonstrate attainment of learning outcomes as any other learner.

QQI advise that “Reasonable accommodations are concerned with adapting the assessment approach, not with diluting the standard of learning to be attained, interfering with or amending the intended learning outcomes. Assessments which involve reasonable accommodations should be consistent with those which do not”.

In accordance with the Equal Status Acts, 2000 to 2004, CLS will provide reasonable accommodation to meet the needs of a learner who has a disability, or any other learners covered by equality legislation. CLS can only provide these supports within the constraints of our ability to do so.

Any learner with a disability which has the potential to impact their learning or assessment experience is requested, during enrolment or induction, to advise the CLS Training Management & Administration Team and recommend the nature of any support that may be required. Requests for Reasonable Accommodation must be accompanied by documentary evidence from a medical or relevant professional.

Every effort will be made by the assessor to allow the learner to demonstrate the required level of knowledge, skill, and competence without significantly impacting on the standard or the validity of the assessment.

Examples of potential reasonable accommodations include:

• extended assessment time
• provision of a scribe
• audio visual recording
• computer with assistive technologies (e.g., large text, spoken text),
• dyslexia support (e.g., spelling waiver).

In circumstances where specific guidance is required, CLS will consult with organisations such as AHEAD who work to create inclusive environments in education and employment for people with disabilities.

Please email office@crystalleansolutions.ie with the following details and we will email a response within 48 hours and advise on review. In the event of any additional costs, we will include in our reply.

• Subject Heading “Reasonable Accommodation”
• Learner Name
• Name of Programme
• Requirements

Compassionate Consideration

Compassionate consideration relates to extenuating circumstances. These are situations or events which may unexpectedly interfere with a learner’s ability to complete or sit an element of assessment.

CLS will allow learners to apply for compassionate consideration in relation to their assessment if they cannot complete a specific assessment due to extenuating circumstances.

Examples of extenuating circumstances may include:

• serious illness or bereavement of a close family member or close friend
• involvement in an accident
• domestic crisis
• severe effects of pregnancy or any incapacitating illness/condition of the learner
• other significant events (that the learner may bring to the attention of CLS).

CLS will make arrangements to allow the learner to complete the assessment at another time. To apply for compassionate consideration learners should contact the CLS Training Management & Administration Team. Learners seeking compassionate consideration may be required to provide appropriate evidence, e.g., a note from a GP.

All extension requests must be requested by email office@crystalleansolutions.ie with the following in the subject line “Compassionate Consideration“ and to include the following in your email:

• Learner Name
• Name of Programme
• Trainer Name
• Consideration request

Grade Appeals

If you feel that the grade you received is incorrect you may submit an appeal. Before submitting an appeal, you will need to review your feedback, review your assessments, and prepare a coherent academic argument as to why you feel the grade awarded was incorrect. Your argument must be specific to the parts of the assessment which you believe are marked incorrectly.

All appeal requests must be requested by email office@crystalleansolutions.ie with the following in the subject line “Appeals Request “and to include the following in your email:

• Learner Name
• Name of Programme
• Trainer Name
• Reason for Appeal
• Supporting documentation for request where possible

All appeals must be received within 7 days of receiving your statement of results.

All appeals are subject to an administration fee of €90 which must be submitted with your application. If your appeal is successful, this fee will be refunded.

The following appeal requests will not be processed:

• Requests where the learner has not viewed their assessment.
• Requests which do not outline the exact points with which the learner disagrees.
• Requests where there has been a failure to identify the specific part of the assessment which is believed to have been marked incorrectly.
• Requests where a coherent academic argument as to why the grade awarded is incorrect is not provided.

A review will not be undertaken for reasons such as the following:

• Disappointment with the grade awarded.
• Assertions that the grade does not reflect the work effort.

When we receive an appeal from a learner our Trainer will appoint a new Internal Assessor (i.e., not the Internal Assessor that marked the original assessments) to re-read the assessments and make amendments to the original marks where appropriate. This may mean the result will increase, decrease or remain the same. The results of the appeal will be communicated to the learner via email within 10 working days.

Appealing an Appeal

If the learner feels that the grade appeal was not conducted fairly, they may appeal the appeal. In such instances, the Appeal will be reinvestigated by the CLS Academic Council. The Academic Council decision is final. A request for an Academic Council judgement should be made through the CLS administration office (office@crystalleansolutions.ie).

Access, Transfer and Progression

Access

In order to access CLS Programmes all applicants must meet certain criteria.

CLS programmes require a minimum educational attainment of an NFQ Level one below the level of the programme for which the learner is enrolling. So, if enrolling for a Level 5 programme, the applicant must already have achieved at least a Level 4 standard on the NFQ.

In addition, for successful participation in our programmes, learners must be competent in written and spoken English. The competence level required must be at least equivalent to the CEFR B2+ standard (Common European Framework of Reference for Languages). Where there is any uncertainty about a learner’s English language proficiency, CLS may seek official certification of the learner’s recognised English Language Qualifications. CLS also recognises TOEFL (Test of English as a Foreign Language) and IELTS (International English Language Testing System). Other equivalent evidence may be considered on a case-by-case basis.

Please contact us at office@crystalleansolutions.ie if you have any queries about access requirements.

Transfer

Transfer refers to the possibility of moving from one programme of education to another (with the same, or a different training provider).

A learner may complete one or more minor awards with a particular major award in mind. However, they may decide to “transfer” to a different major award and still have their completed minor awards recognised. This is possible, providing the completed minors are components (minors) of the alternative major award to which they wish to transfer.

It is also possible for a learner to commence a major award with one training provider and complete it with another.

Please contact us at office@crystalleansolutions.ie to discuss any transfer opportunities that may exist for you.

Progression

Progression refers to the use of awards at one level on the NFQ, towards achievement of awards at a higher level on the framework.

Please contact us at office@crystalleansolutions.ie to discuss any progression opportunities that may exist for you.

Recognition of Prior Learning (RPL)

RPL refers to the recognition of prior learning undertaken by a learner. It represents a way of recognising and valuing learning achieved outside of formal education and training programmes (for example from workplace and life experience or voluntary activities).

RPL can be used for the purpose of:

1. Entry to a programme leading to an award (RPL for Access)
2. Credit towards an award (or exemption from some programme requirements), or
3. Eligibility for a full award.

Note: QQI advise that “It is important to note that practice in this field is at an early stage nationally and is unevenly available, and can be time-consuming and challenging for applicants”. (link)

RPL for Access.

Recognition of Prior Learning for access to a programme leading to an award, is a formal process. It is initiated when a learner cannot provide evidence that they meet programme access requirements. Access requirements may, for example, state that the learner must have achieved an award at a level on the National Framework of Qualifications which is no lower than one level below that of the programme they are enrolling on.

Where a learner has prior learning whether formal or informal, certified, or experiential – this will be assessed by the relevant personnel in CLS on a case-by-case basis.

Please contact us at office@crystalleansolutions.ie to discuss RPL for access to programmes.

RPL for Credit, Exemption or full award

RPL for credit may arise where a learner wishes to have their prior learning recognised for credit towards an award.

RPL for exemption may arise where a learner wishes to have their prior learning recognised in a way which exempts them from module(s) or assessment(s) that they would otherwise have to complete.

CLS does not offer RPL for credit or exemption. All learners are required to complete all programme training and assessment.

RPL for a full award may arise where a learner wishes to achieve recognition for a full award without undertaking the programme or assessment(s). They may consider that have achieved all programme learning outcomes already and can evidence same. CLS will liaise with QQI should such a request be received.

Programme Deferral / Extension / Withdrawal

We are aware that your academic progress can be affected by personal circumstances. Something may happen that has an impact on you personally and therefore on your academic progress. If any factor or circumstance has a significant effect on you and your studies, you should get in touch with us immediately by email office@crystalleansolutions.ie.

We have different pathways available to learners who experience difficulties with progression. The intention is to facilitate learners to continue with their studies or to exit where they wish to do so. These pathways include:

• I wish to finish my studies and I do not want to resume them for now.
• I wish to take some time out of my studies and then resume.
• I wish for more time to complete my studies and assessment
• I wish to leave but I don’t want to talk to anyone or submit any forms.

Learners should take great care to ensure that they are aware of the progression (i.e., impact on your assessment results) and fee implications of any course of action taken.

It is also important to note that where a learner does not inform CLS that they are leaving or taking a break using the required procedure, then CLS assumes that the are still a learner. This is called “unofficial withdrawal”. This means that fees build up and assessment are considered not to have been submitted even though the learner has left.

A learner with outstanding fees and charges will not be permitted to register in a sequent programme until such time as the outstanding fees are paid in full. In addition, learners with fees owning may not be presented for certification and will not be issued with academic transcripts or any other official credentials.

The range of options provided to you are intended to ensure that you have some pathways open that is useful to you and you do not need to leave without a conversation with CLS.

Complaints

CLS strives for “Delivering Excellence Together” at all times to ensure an excellent and efficient high-quality service to its clients and learners.

However, in recognition that errors or exceptions can occur, CLS is fully committed to ensuring that learners’ complaints are considered and resolved in a sympathetic, timely, fair, consistent, and equitable manner. The overall aim is to provide guidance to resolve complaints should they occur and to prevent re-occurrence.

Our staff aim to deliver the best possible service to you in an effective, efficient, and caring manner, however, if you are unhappy with the service you received, please contact us by email office@crystalleansolutions.ie including the following details.

• Learner Name
• Name of Programme
• Reason for complaint
• Supporting documentation where possible

Information and Data Management (GDPR and FOI)

During a learner’s time with us we will collect some details of personal data, however, CLS are committed to be fully compliant to the Data Protection Act 2018.

CLS records several data points of learner information. Not all information collected is the same for each learner cohort. Typical learner data recorded includes:

• Personal information (name, age range, contact information)
• Payment information
• Enrolment information
• Employer details (where relevant)
• Engagement lifecycle data points
  • Programme information (course, date, tutor, grade achieved etc.)
  • Training history with CLS (if any)
  • Complaints (if any)
  • Appeals (if any)
  • Compassionate Consideration Requests (if any)
  • Reasonable Accommodation Requests (if any)
  • RPL Requests (if any)

Initial data is captured using a booking form and the data is entered by members of the Training Management & Administration Team at time of booking. Other data is generated during your time with us (e.g., grades, feedback etc.)

Your information will be stored only for as long as needed, and in compliance with GDPR legislation. It will be destroyed or anonymised thereafter. Under the Freedom of Information Act, at any time you may request details of information that CLS holds about you by contacting office@crystalleansolutions.ie.

Access to Quality Manual

For further information please contact office@crystalleansolutions.ie for details of our Quality Manual.

This Quality Manual will be made available once Crystal Lean Solutions has completed the validation process with QQI.