Equality and Diversity

Troy welcomes delegates from all communities and groups regardless of age, ethnic origin, disability, gender, marital status, sexual orientation, background or religion.

Troy actively promotes diversity and equality of opportunity for all.

Information Policy

Troy endeavours to provide high quality information on its courses and related topics that is current, accurate and complete. Core information provided on Troy training solutions includes where appropriate:

• Pre-entry qualification and previous experience and knowledge
• Course objectives and outcomes
• Course delivery and learning method, extent and nature of ‘homework’
• Qualifications on completion, progression opportunities
• Timeframe of course and number of hours of study/attendance

When appropriate, Troy will endeavour to provide limited information on alternative training and career development options to assist in making a selection. If required it will signpost clients to alternative sources of information and/or advice and guidance.

Feedback and Compliments, Comments and Complaints

Troy is keen to hear the views of clients and course delegates. All feedback is reviewed by management and assessors and, where appropriate, responded to within seven days. All clients are asked to complete a feedback questionnaire which covers the courses they have attended and any information and advice provided.

Feedback in all forms is collated and reviewed as part of the Troy continuous quality improvement process. A procedure is in place to ensure that any comments or complaints are dealt with confidentially, fairly and fully.

Confidentiality and The Data Protection Act.

Troy complies with provisions of the Data Protection Act 1998. In order to provide quality service and respond to clients efficiently Troy holds records of client information, including basic skills results and skill scan results in the learning plan which could be seen by employers. Information is kept securely with access only by authorised staff members. No information about an individual will be passed to a third party without the express consent of the person (with the possible exception of information that has to be provided to funding bodies or examination authorities; we will inform you if this is the case). Any information held on an individual by Troy may be accessed by that individual. Information is held no longer than is necessary for the specified purpose.

Information Policy

All information that Troy provides to clients and delegates must be up-to-date, accurate and inclusive. Each practice area must identify who is accountable and produce an annual information procedure.

Any superseded information that is not the latest information but is still relevant will be marked accordingly. Practice Leaders and Managers need to ensure that all staff members delivering IAG have up-to-date information, (including associates, sub-contractors and assessors)

Information we provide for:

1. Clients
1. Troy must ensure that all information on Course and Training events is accurate, up-to-date and inclusive
2. Troy staff need to ensure that their knowledge of Troy Courses, and other Training Solutions, is kept up-to-date and/or they have access to relevant supporting information
3. Each practice area needs to ensure that individuals are identified that are accountable for ensuring information is up-to-date
2. Delegates
1. Troy needs to ensure all Course information is up-to-date, accurate and understandable, and is made available at an appropriate time
2. Types of information that could be provided include:
1. Pre-Qualifications for Courses
2. Course aims & objectives
3. Who the Course is aimed at
4. Course delivery methods/methodology
5. Assessments/exams
6. Qualifications
7. Progression Opportunities/Qualifications
8. Timings
9. Pre-Course work and Homework

Keeping information up-to-date includes

• Websites
• Brochures
• Proposals
• Contracts
• Service Level Agreement
• Delegate Handouts

Accessible and Visible

IAG services should be recognised and trusted by clients, have convenient entry points from which clients may be signposted or referred to the services they need, and be open at times and in places which suit clients’ needs;

Professional and Knowledgeable

IAG frontline staff should have the skills and knowledge to identify quickly and effectively the client’s needs. They should have the skills and knowledge either to address the client’s needs or to signpost or to refer them to suitable alternative provision;

Effective Connections

Links between IAG services should be clear from the client’s perspective. Where necessary, clients should be supported in their transition between services;

Availability, Quality and Delivery

IAG Services should be targeted at the needs of clients, and be informed by social and economic priorities at local, regional and national levels;

Diversity

The range of IAG services should reflect the diversity of clients’ needs;

Impartial

IAG services should support clients to make informed decisions about learning and work based on the client’s needs and circumstances;

Responsive

IAG services should reflect clients’ present and future needs;

Friendly and Welcoming

IAG services should encourage clients to engage successfully with the service;

Enabling

IAG services should encourage and support clients to become lifelong learners by enabling them to access and use information to plan their careers, supporting clients to explore the implications for both learning and work in their future career plans;

Awareness

Adults should be aware of the IAG services that are relevant to them, and have well informed expectations of those services.