Q&A with St.George Bank Limited - Customer Service Institute of ...

*Terms and Conditions based on the Eligibility Guide for Government Incentives
The CSIA have developed the Certified Customer
Service Manager (Level 1) Course/Certificate IV in
Business for Customer Service Management to be
conducted over 2 days of lectures and activities.
During this time the bulk of the course workbook is
completed. The remainder of the electronic
workbook and assessment must be completed
within 24 months of commencement but most
students will complete the course and assessment
early. The majority of the course is completed in the
2 days of class room time with the rest of the
program including readings completed by the
student at work or at home.
The CSIA and its Government appointed ACC and RTO
partners will manage every aspect of the administration
and approval process; deliver the training, certification
and arrange reimbursement. This will further reduce the
administrative requirements of your organisation to
manage the funding process.
There are two categories of Federal Government
incentives, New Employees and Existing Employees.
Employers receive the $4,000 incentive payment for
both eligible New Employees and eligible Existing
Employees. Payment is made in two parts:
u Employers will be eligible for up to $4,000.00
in Government Incentive payments for each eligible
candidate*. This Government Incentive payment is
paid as follows:-
– The Commencement Payment of $1,500.00 is paid
to the employer 3 months after the enrolment
application is made and the course is commenced.
– The Completion Payment of $2,500.00 can be paid
to the employer approximately 10 months after the
first payment is made and is only payable if the
employee has completed the Course and is still
employed.
Availability of the qualification that government
funding may be applicable.
Candidates can come from across Australia and the
program will be delivered in each state but candidates
which are existing employees in Western Australia,
Victoria and Northern Territory are not considered
eligible candidates for funding. New employees
(employed for less than 3 months) which meet the other
criteria are eligible in all states and territories except
Western Australia.
*Eligible candidates
To be considered an Eligible Candidate for Government
incentive funding the candidate must complete a PRE-
ASSESSMENT OF INCENTIVE ELIGIBILITY form and be
interviewed by the Government appointed ACC.
Depending on the candidates’ fit with the criteria and
individual circumstances, the ACC will notify the
Organisation and CSIA of the eligibility for the
Government incentive payments.
Below is a guide only for eligibility for Australian
Government Incentives.
Final assessment of eligibility will be determined after
finalisation & approval of the Training Contract.
To be considered eligible as a New Employee:
u At the time they start the course the employee has
been employed with your organisation less than 3
months full time or less than 12 months part time or
casual.
u Australian Citizen/New Zealand Passport Holder/
Permanent Resident
u Not currently undertaking any other form of study
in the Business Training Package.
u Has not received more than one other
Commencement Payment
u Has not completed a higher than Certificate II
qualification. Candidates may still be eligible if they
have completed a Certificate III or IV over 7 years ago.
(Please note: Qualifications completed in the two years
immediately after finishing high school do not affect
eligibility).
u A candidate may still be considered ‘eligible’ if the
qualification previously awarded is in an unrelated
discipline. The ACC will ascertain this relevance of an
existing qualification and provide guidance during the
interview.
To be considered eligible as an Existing Employee:
u At the time they start the course the employee has
been employed with your organisation more than 3
months full time or more than 12 months part time or
casual.
u Australian Citizen/New Zealand Passport Holder/
Permanent Resident
u Not currently undertaking any other form of study
in the Business Training Package.
u Has not received more than one other
Commencement Payment
u Has not completed a higher than Certificate II
qualification. Candidates may still be eligible if they
have completed a Certificate III or IV over 7 years
ago. (Please note: Qualifications completed in the two
years immediately after finishing high school do not
affect eligibility).
u A candidate may still be considered ‘eligible’
if the qualification previously awarded is in an unrelated
discipline. The ACC will ascertain this relevance of
an existing qualification and provide guidance during
the interview.
Other government funded initiatives can also apply. For more details contact CSIA.
CUSTOMER SERVICE EXCELLENCE
THE MONTHLY MAGAZINE OF THE CUSTOMER SERVICE INSTITUTE OF AUSTRALIA
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