LEARNER

HANDBOOK
TABLE
OF CONTENTS

Welcome

What to expect from your course

Guide to command verbs and learning activities

How the funding works

Flexible Learning key roles

Guide to using eAssessor Pro

Career education information, advice and guidance

Withdrawal process

Flexible learning extension policy

The complaints and appeals procedure

Key policies you need to know about

Course expectations and code of conduct

Contact us
 This handbook will provide you with all the information you need on your
learner journey. Within the handbook there is key information that you should
read and refer back to.

WHAT TO EXPECT FROM YOUR COURSE

You will have an online induction at the start of your course and our inductions
are designed to give learners the best possible start. Due to the government
funding for these courses you will have to complete some enrolment forms
and complete an initial screening for maths and English so we can ascertain
any extra support you may need.

When you decide to join a webinar or a virtual induction, your inductor will:
Take you through this handbook and confirm all the support we will offer to
help you succeed.
Enable you to engage with the learning materials to ensure you are happy
with all expectations.

You will be provided with online learning and assessment materials that have
been developed to support you to meet the qualification requirements.

You choose how you learn –log onto the online platform and submit remotely,
or contact us for the paper-based assessments and post completed
assessments back to us.
Your tutor will provide you with written feedback on the assessments you
submit as well as ongoing support through a remote contact.

Your tutor will have specialist knowledge in the subject you have chosen to
undertake. You DO NOT need to wait for your tutor to contact you before
starting the course.
WELCOME

Your feedback will include topics that are not covered in your assessments but
are there to develop your wider skills, such as:

English and mathematics

British Values
Equality and Diversity
Safeguarding and Prevent
Additional reading information
Spelling, punctuation and grammar

If you have mentioned when completing your enrolment form that you have
additional support needs, please make your tutor aware if you require any of
the below:

Coloured Large print Compatible

Additional Specialised
learning learning speech to
time Tutor
materials materials text apps
GUIDE TO
Command Verbs and Learning Activities
To achieve your assessments successfully you
must meet the course requirements set by the
awarding organisation. It is important
therefore that you carry out some additional
reading or use your own knowledge to
showcase your understanding. Please do not
copy directly from the workbook or websites.
To meet the key words (below), it is important
to provide enough information within your
answers so that your tutor does not need to
resubmit the assessment back to you for
further work. Please also do not use bullet
points when providing an answer.
Describe
A describe answer needs you to write about
the subject giving detailed information in a
logical way.
Define
A define answer clearly state the meaning of a
word or phrase.
Outline
An outline answer should summarise the main
points of the question being asked.
Explain
An explain answer should see you provide
detailed information about the subject with
reasons showing how or why. Responses
should include examples to support these
reasons.
Identify
An identify answer demonstrates you can
show or recognise the key points and
characteristics of the topic.
If you are progressing onto one of our Level 3
courses, it is important to know that there are
higher expectations compared to Level 2
courses.
It is important to read the questions in full as
questions can have more than one topic to explain
or describe.
There are also further criteria which require you to
analyse, draw conclusions, interpret, or justify. This
means that any answers provided for the
assessments will demonstrate your use of higher-
level learning skills.
Analyse
Analyse questions requires you to break the subject
down into separate parts and examine each part.
This will show how the main ideas are related and
why they are important. Reference to current
research or theory may support your answer.
Evaluate
Evaluate requires you to examine any strengths
and weaknesses, arguments for and against and/or
similarities and differences. This will help you judge
the evidence from the different perspectives and
make a valid conclusion or reasoned judgement.
Reference to current research or theory may
support your answer.
Justify
Justify question need a reasoned explanation for
actions or decisions that you make on the questions
topic.
Compare
Compare answers need you to examine the
subjects in detail and consider the similarities and
differences.
Interpret
Interpret requires you to explain the meaning of
the topic.
Reflect
Reflect answers need you to consider actions,
experiences or learning and the implications of this
for your practice and/or professional development.
HOW THE
FUNDING WORKS
Did you know? Eligibility for funding quick list
The course you have enrolled on is funded by
the government department known as The Are you over 19 on 31st of August at
Department for Education via a partner the start of the academic year?
organisation called the Education and Skills
Funding Agency (ESFA). Are you resident in England?

What does the ESFA do?
The ESFA is responsible for distributing and
managing funding for skills training through
contracts with more than 1,000 colleges, private
training organisations and employers in England
ensuring that the training supports economic
growth. They are also a co-financing body for
the European Social Fund (ESF), delivering a
programme of activity to get people into work
and address the skills shortage.
In order to be able to draw down ESF funding,
the ESFA needs to be able to fund an equal
amount of similar activity from its own budgets;
this is known as ‘matched funding’.
Are you a British citizen or have been
living within the EU for 3 years for
purposes other than study?
You have not completed this course
previously. Refresher courses will not
be funded.
If you are aged 19-23yr old then you
must already possess a full level 2
qualification or equivalent. Please ask
your inductor if you need clarification
Not currently enrolled on an
apprenticeship

The ESF matches funding on a programme

Can you provide the following
basis, specifically programmes that fall within
information today?
the scope of their two priorities: tackling
worklessness and developing workplace skills.
A copy of VISA/Passport information that
This means that your course may be partially
is current and dates back at least 3 years
funded by the ESF.

National insurance number

Further information on ESF funding can be
found at:
Contact details
https://www.gov.uk/government/collections/sf
Prior attainment levels – details of
a-european-social-fund
previous qualifications

If applicable - evidence of any benefits

FLEXIBLE LEARNING
KEY ROLES
Inductor Completion
To help with the online induction you can After internal and external quality
enrol for an Induction webinar. This will assurance, SCCU Group will apply to the
give our inductors the opportunity to give relevant awarding body for your
you some useful information about the certificate: it may take up to 12 weeks
course materials and how to submit your for you to receive your certificate. If you
work using our online portal. change your address, you must let SCCU
Group know. If your certificate does not
Learner
reach you, and a reprint is required, this
You need to produce work by agreed
could incur a cost of £35. To ensure that
target dates and submit each assessment
you have a record of your answers,
to SCCU Group for assessment and
feedback. We need you to make yourself please scan or take a photocopy of your
available at the end of the month for a assessment before sending it to us.
remote tutorial from your dedicated tutor.
We advise you to keep copies of your Awarding Organisation
assessments. Awards nationally recognised
qualifications
Tutor
Approves course materials
You need to produce work by agreed
target dates and submit each assessment Sets the assessment criteria
to SCCU Group for assessment and Quality manages all qualifications
feedback. We need you to make yourself
Supplies qualification certificates
available at the end of the month for a
remote tutorial from your dedicated tutor.
Education and Skills Funding Agency
We advise you to keep copies of your
assessments. Funds further education qualifications
Audits providers
Internal Quality Assurance
Works with the European Social Fund
Representative
An internal quality assurance (ESF)
representative will quality check your work
to ensure it has been accurately and fairly
assessed by your tutor.

External Quality Assurance

Representative
The awarding organisation’s external
quality assurance representative will check
that we are working fairly and to the
specified standards. They will audit your
work before allowing us to award a
certificate.
YOUR
INDUCTION
Online induction and
webinar sessions

Learner View

Enrolment link completed

Learner invited to join webinar
Complete online induction and initial assessments
Complete first 5 questions and submit for marking
Proceed onto subsequent assessment/s and submit
once completed
Learner receives confirmation course has been
successfully completed subject to moderation
Learner receives certificate within 12 weeks of
completion of the course

SCCU View

Enrolment application processed

Your dedicated tutor is allocated and will make contact
to offer support
Assessment is marked and feedback provided to
learner within 7-10 days. Work may be be returned for
amendments if required
Assessment is marked and feedback provided to
learner within 7-10 days. (Work maybe be returned for
amendments if required)
Your work may be selected as part of quality assurance
Your work may be selected as part of quality assurance
GUIDE TO
Using eAssessor Pro

Go to your training providers URL

[providername.eassessorpro.co.uk]
and log in using the email and password
created during the enrolment process. Click
on ‘HOME’ to access your course.

Before accessing your learning materials,

you will need to complete the Online
Induction and the mathematics and English
initial assessments that can be found under
the ‘Online Induction’ tab.

Go to ‘Home’ to see your units. Click the

tabs to drop down the activities you need
to complete. Click on ‘Assessment 1’ to
start filling in your answers. You will also
see a ‘File Library’ tab where you can
access files shared with you.

To answer a question, click ‘Answer’ below

the question you wish to answer. Type in
your answer and click ‘Save changes’. You
can amend any answer by clicking on the
‘Answer’

To go back, scroll to the top and click

‘Back’ button. After all answers have been
completed, click ‘Submit’ to send off your
unit. Continue with any further units.
 Once your work has been assessed, you
will find your feedback at the top of the
Assessment Page. If the text shows up
green in this section you have met all of
the requirements in order to pass the unit.

If this text is in red then your tutor will

have fed back on what needs to be
revisited. You will then resubmit your work
in the same way as before.

Some courses will require you to upload

additional evidence. Please click the ‘Answer’
button, and then the ‘Choose File’ button. Select
the file you wish to upload, then select ‘Save
changes’. Some files may take longer to upload
depending on your connection and the file size.

Benefits of using eAssessor Pro

Boost your development.
Develop or broaden your skills.
Secure website to submit your assessments.
Ability to save work part way through.
No need to copy your assessments.
Assessments received by SCCU immediately.
Faster feedback on your submissions.
Access feedback directly through the portal.
Ability to resubmit any assessments where
required.
EXTENSION
PROCESS
If you are unable to submit on time, they must Step 1
request an extension from the Customer Care
You identify they are unable to achieve
team.
upcoming deadline.
Extensions will be granted providing the below
criteria are met: Step 2
Planned end date doesn’t exceed the You must contact the customer care team
contract end date by your preferred method. This includes
web chat (via the Learning curve
And one of the below apply: website), text, email, and phone to
Bereavement
discuss options.
Additional support needs
Illness
Accident/hospital Step 3
Family commitments The customer care team will be able to
Work commitments review the reasons for the extension. This
will also help identify if any further issues
In the first instance, a two-week extension will may arise.
be given with further extensions depending on
circumstances and this will be reviewed on a
Step 4
case-by-case basis.
All contact with the you and the customer
care team will be logged in the notes
section on Prosolution.

Step 5
If an extension is granted, the team will
amend the submission dates on
Prosolution confirming these with you.

Step 6
If the you got in touch via email or text,
confirmation of the new dates will be sent
in the email response to you.
 Keithston and Partners

WITHDRAWAL
PROCESS
0-1 Weeks
You will receive a text notifying you that you have a
unit due within 7 days

2-3 Weeks
You will receive a text reminder to advise that your
work is now overdue

3-4 Weeks
You will be contacted by a member of the Customer
Care Team to see if they can provide you with any
support to complete

5-6 Weeks
Your tutor will make month end contact with you to
provide any support

6-7 Weeks
A withdrawal form will be sent, and you may be
subject to the £125.00 withdrawal fee.

8 Weeks
The withdrawals process at the final stage shows a
withdrawal form will be sent
THE COMPLAINTS
AND APPEALS
PROCESS
The Complaints Process
We expect your time with us to be a positive
experience but we accept sometimes you will have
concerns. The complaints and appeals processes
are reflected below should you require them.
Should you need to contact us to make a
complaint about any aspect of your
programme or experience, please email your
Key Learner Course contact at -
awoodstill@sccu.uk.com
We will document the complaint and pass
it to the relevant department
manager/operational director to contact
the complainant and investigate the
issue.
The department manager will feed back
the outcome of the investigation. If you
are still not satisfied, then you may
appeal by writing to the Director of
Performance and Development, who will
fully investigate your concerns.
The Appeals Process
If you are dissatisfied with an assessment outcome,
you have the right to appeal. There are three formal
stages in the appeals procedure and each stage
must be exhausted before proceeding to the next
one.
Having received a decision and feedback
as to your claim to competence with
which you are not satisfied, you have the
right to appeal directly to your tutor, who
has carried out the assessment, within
ten working days. This appeal must be
made in writing and clearly indicate: 1.
The points of your disagreement and your
reasons 2. The evidence within your work
which you believe meets the
requirements of the performance criteria
for claiming competence
If you are not satisfied with the outcome
of your stage one appeal, you can then
appeal to the moderation team within 10
working days. Your appeal must be made
in writing, but you do not need to repeat
the detail provided at stage one, as all of
your documents used in stage one will
have passed to the moderation team
from your tutor. This will be overseen by
the Quality Manager for Skills.
Before proceeding to stage three you
must have exhausted all the internal
appeal procedures of SCCU Group. Your
appeal must be presented to the
appropriate awarding organisation via the
Director of Excellence.
Your appeal and all related documents will be
passed to the Director of Excellence who will
meet with the awarding organisation to discuss
your appeal. Reasons for your appeal are likely
to be:
You do not feel that you were given adequate
access to assessment.
You were not satisfied with the methods used
by your assessor to assess your work.
You feel that there is an element of bias in
your assessment.
KEY POLICIES YOU NEED
TO KNOW ABOUT
It is important to keep safe, respect others and
report any incidents of concern to a member of
staff.
Working Safely
It is important to set up your equipment in
accordance with the instructions provided by
the supplier or manufacturer. Always be sure
that the computer is switched off and
disconnected from the mains electrical supply
when you connect or disconnect any of the
electrical leads.
The use of visual display units (VDU) and other
display screen equipment (DSE) has been
related to various symptoms to do with sight
and working posture. These symptoms are
often perceived as fatigue of some kind.
Applying simple ergonomic principles to the
layout of your work area and how you study
can readily prevent them.
Try to position the monitor to minimise glare
and reflections on the screen. Suitable lighting
is important; remember that glare can occur
either directly or by reflection from the screen.
Glare from windows can usually be eliminated
by curtains or blinds, or by facing the screen in
a different direction. You should have general
lighting, by artificial or natural light or both,
that illuminates the whole room adequately.
Eyes and eyesight
There is no evidence that working with DSE is
harmful to the eyes, nor that it makes visual
problems worse, although a few people who
have difficulties with their sight may become
more aware of them. However, working at a
screen for a long period of time without a
break can have effects similar to reading or
writing uninterruptedly, and may make your
eyes feel ‘tired’ or sore. You might find that it
helps to look away from the screen from time
to time and focus your eyes on a distant
object.
Take a break
Whenever you can, try to arrange your study
to consist of a combination of work on and
away from the screen, to prevent fatigue and
to vary visual and mental demands. Long
spells of intensive screen work should be
broken up by periods of non-intensive work of
a different kind.
The nature of your study and the combination
of media you’re using will determine the
length of break you need to prevent fatigue.
https://sccu.uk.com/
Data Protection Policy
All staff and learners must conform to the
provisions of the General Data Protection
Regulation (GDPR). These provisions are shown
in the Data Protection Policy on the SCCU Group
website.
British Values
Our training programmes go beyond the actual
knowledge and skills we enhance but also develop
learners of all ages in their roles as citizens within
their workplaces and communities. British values is
an all-encompassing term and includes:

https://sccu.uk.com/wp-content/ Individual liberty freedom of speech

uploads/2023/03/SCCU-GDPR-Data-Protection- The rule of law No one is above the law
v4.0.pdf The law is there to
protect everyone
GDPR controls how your personal information is People are innocent until
used by organisations. Everyone responsible for proven guilty
using data has to follow strict rules called ‘Data Democracy Your opinion counts
Protection Principles’ and use it fairly and Respect and tolerance All backgrounds and
lawfully. cultures
All ages, genders and
SCCU Group staff are fully aware that learner sexualities
information is covered by data protection laws
All religions and beliefs
and therefore must only be entered, amended
and deleted by designated staff. E-Safety
SCCU Group is committed to e-safety and raising
Equality and Diversity Policy awareness of how you can be a victim of an
SCCU Group welcomes all learners. The Equality activity that utilises ICT to endanger your personal
Act 2010 protects certain characteristics which safety, mental health or financial well-being or
include gender reassignment, marriage and civil that of another individual. Infringements of the
partnerships for same sex couples, pregnancy, policy may include:
maternity, race, religious belief and sex. We Accessing inappropriate content
expect all learners to recognise and respect all Cyberbullying or harassment
individuals. Fraud or identity theft

Whistle-Blowing and Fraud Prevention

SCCU Group expects all staff to conduct
themselves professionally and to deal with any
concerns or complaints without prejudice.
However, very occasionally an individual might
feel that the normal route via your tutor is not
possible and they need to take their concerns or
complaints elsewhere. This practice has become
known as “WHISTLE-BLOWING”. If you have
any concerns regarding potential fraud and/or
the financial conduct within SCCU you must also
alert us. If you are not able to talk to your tutor,
alert any member of the management team who
will in turn talk to the appropriate member of
the senior team.
Safeguarding and Prevent Policy
Statement
SCCU Group recognises its responsibilities to
safeguard the welfare of all people, particularly
minors and/or vulnerable adults who study with
SCCU Group, by protecting them from physical,
sexual and emotional harm and neglect. A copy
of the policy is available at -
https://sccu.uk.com/wp-
content/uploads/2023/03/SCCU-GDPR-Data-
Protection-v4.0.pdf
Radicalisation is a process in which individuals
or groups come to adopt increasingly extreme
political, social or religious ideals that reject the
status quo. Terrorism is the unofficial or
unauthorised use of violence or intimidation in
the pursuit of political, social or religious goals.
If you are aware of any learner who is being
influenced by another or you are feeling
vulnerable yourself it is important you report
this to one of our Organisation Safeguarding
Contact by emailing Liam Morrissey at -
lmorrissey@sccu.uk.com

All staff, particularly tutors, are expected to be To ensure you keep yourself safe you need to
alert to the outward signs of abuse, neglect, be aware of your local treats, as well as those
exploitation, sexual harm, and changes in nationally. The threats that face us at the
behaviour and take the appropriate action when current time include anti-social behaviour and
necessary. group violence, sexual violence, county lines ,
drinks being spiked and online crazes that
SCCU Group must also abide by the Prevent people are encouraged to take part in. You can
strategy, published by the government in 2011 find more information at www.police.uk
and part of the overall counter-terrorism
strategy, CONTEST 2018. The aim of the
Prevent strategy is to reduce the threat to the
UK from terrorism by stopping people from
becoming terrorists or supporting terrorism –
this has simply been expressed as ‘preventing
people from being drawn into terrorism’. It is
our role to keep you safe and all staff are
trained to look for signs of radicalisation and
extremist behaviour.

Extremism is a vocal or active opposition to

fundamental societal values, including
democracy, the rule of law, individual liberty,
mutual respect and tolerance of different faiths
and beliefs.
COURSE EXPECTATIONS
AND CODE OF CONDUCT
We are committed to ensuring you have the very
best learning experience which leads to your
successful achievement of your qualification. To
make sure that happens, we all have our roles to
play.
You are expected to:
Participate in an initial induction process at the
start of the programme and complete an initial
assessment to establish your entry status and
possible support needs.
Set self-stretching targets.
Agree action plans with your tutor and work to
agreed objectives and timescales.
Make sure you are available for a month-end
remote tutorial with your personal tutor if
required.
Inform your tutor if you are unable to meet
deadlines or of any difficulties experienced.
Take responsibility for completing all
assessment units and any associated activities
prior to the final submission date.
Meet the required standards of SCCU Group and
the awarding organisation.
It is unacceptable to:
Refuse to work or cooperate with members of
SCCU Group staff or to make life difficult for
other learners and staff.
Abuse members of SCCU Group verbally or
physically.
Influence others to conform to your own beliefs
and values.
Behave in a manner to demean or demoralise a
fellow learner or a member of staff or to act in a
way that puts other people at risk.
Our tutors are expected to:
Agree realistic timescales for completion of
work and complete robust feedback and
action plans for you.
Support you through the assessments,
activities and requirements of the
programme, including the wider use of
technology, to encourage you to extend
your knowledge even further by providing
resources and links for additional research.
Ensure that the programme is completed to
SCCU Group and awarding organisation
standards.
Ensure robust feedback takes place on a
regular
basis throughout the process.
Provide you with feedback on how to develop
your wider skills, such as spelling and grammar.
Respond to any concerns/problems that you
may have with the format.
Make every effort to actively encourage,
motivate and assist you to complete your
programme.
Submit work to be verified by the internal
moderator.
Attend tutor meetings and training development
sessions.
You have the right to:
Fair treatment and respect from fellow learners
and SCCU Group staff.
Discuss any problems and complaints with
whoever you choose.
Confidentiality when making a complaint.
Work unhindered in a safe and secure
environment.
Appeal an assessment decision
Plagiarism and Academic Dishonesty
Plagiarism is one of the most serious forms of
academic cheating and should be reflected on
prior to submitting any work for assessment.

Plagiarism can be defined as:

Copying the exact words of another source
without using quotation marks and/or without
referencing the source.
Using the ideas of another without
referencing the source.
Copying another learner’s work (current or
previous) in written, word processed or
electronic form
Using pictorial work without permission or
referencing the source
Using artificial intelligence is classified as
plagiarism

Academic dishonesty can include:

Knowingly providing answers to another
learner in written, word processed or
electronic form
Deliberate falsification of evidence/data
Impersonation of a learner in an examination
Fraudulent use (or purchase) of electronic
materials
Bribery
Collusion
CONTACT
US
Other key email addresses
SAFEGUARDING
Liam Morrissey
lmorrissy@sccu.uk.com

LEARNER SUPPORT
Alison Woodstill
awoodstill@sccu.uk.com

LEARNER COMPLAINT CONTACT

Alison Woodstill
awoodstill@sccu.uk.com

LEARNER COMPLIMENT CONTACT

Alison Woodstill
awoodstill@sccu.uk.com