Learners' Entitlement

14-19 Learner's Entitlement Statement (A4 Leaflet PDF)

Learners' Entitlement - The College Charter (PDF)

(Adobe Acrobat Reader ® required)

Standards of service you can expect from Macclesfield College & Macclesfield Learning Zone Sixth Form College.

What’s it like at College?

Although your key aim is to study at College, you can also take advantage of your leisure time and join any of the social events or take part in sports activities such as badminton, netball, basketball, hockey, table tennis, soccer or volleyball. You’ll also have the opportunity to join the “Enrichment” activities to broaden your horizons whilst having fun. These include trips such as Alton Towers and paintball, community work, the Duke of Edinburgh Award Scheme, Computer Club, Students’ Union or related visits.

You can enjoy a wide range of food and refreshments at ‘value for money’ prices in the College’s modern café, or get a sandwich or snack in the College Shop where you can buy anything from mobile phone cards to stationery items.

You’ll make new friends at the Macclesfield Learning Zone!

Welcome to Macclesfield College and Macclesfield Learning Zone Sixth Form College (LZ6). This statement of Learners’ Entitlements has been created to inform you, as a prospective student, about the standards of service you can expect from the College. The statement will be reviewed annually and updated accordingly.

VISION
Our innovation and excellence make Macclesfield College and LZ6 everyones first choice for learning and skills.

MISSION
With our partners in the Macclesfield Learning Zone, Macclesfield College and LZ6 will raise aspirations and provide the outstanding, responsive service needed to ensure young people achieve their potential, the workforce is suitably skilled and community life enriched.

Student and customer services

The Student & Customer Services staff offer help with:-

• Providing information about all courses at the College and its outreach centres
• Choosing courses and providing information on career opportunities
• Advice on financial support
• Personal discussion/one-to-one help
• Arranging discussions with specialist lecturers
• Careers and information events
• Processing your enrolment
• Arranging for promotional leaflets and prospectuses to be provided on computer disc, large print, Braille and audio CD.

We can give you:-

• Prospectuses for our College and for universities
• College leaflets
• Course information leaflets on any part-time or full-time course

You can contact the Student & Customer Services staff:-

• By telephone: 01625 410002 during the hours 9am-5pm (Monday to Thursday) or 9am-4pm (Friday) (voicemail outside opening times)
• By fax: 01625 410001
• By e-mail: info@macclesfield.ac.uk
• By visiting us at Macclesfield College during the hours 9am-5pm (Monday to Thursday) or 9am-4pm (Friday)
• By writing in to the Customer Services Manager, Macclesfield College, Park Lane, Macclesfield, Cheshire SK11 8LF
• You can also access the College’s course information sheets via the web site

You can expect:-

• A free advice & guidance service (we are unable to give advice on housing and benefit issues but relevant phone numbers can be provided on request)
• A professional service
• A confidential and friendly service
• Up-to-date information, (if not available, information will be provided within three
  working days)
• To be treated fairly and sensitively

What we expect from you:-

• Attend a guidance discussion booked for you (if appropriate) at the time stated
• Contact us if you are unable to keep an appointment

We can act on your behalf:-

• By arranging discussions with teaching staff
• By contacting other people and organizations for you

You can help us improve the service by:-

• Giving your comments directly to one of our staff
• Completing and returning a comment form
• Completing a suggestion card and posting it in a suggestion box
• Writing to, e-mailing or telephoning the Customer Services Manager

Our Staff:-

• all undertake in-house training in service provision
• are required to undertake nationally recognized relevant qualifications, as appropriate

I want to study at Macclesfield College, but which course do I choose?

You will need to know what to expect so that you can make an informed choice about the
programme you wish to follow. If you are unsure about which course is best suited to any career aims you have, the College will provide:

• Expert advice about all programmes on offer
• Course information sheets providing clear and detailed information about each individual course
• A general guidance discussion, if required
• A discussion with specialist teaching staff in areas of potential interest, if required
• A tour of the College and its facilities
• Information about the College's facilities
• Further information about careers from the Student & Customer Services Centre if required
  

Your responsibilities as an applicant for a course
In return for our commitment in providing information, advice and guidance, we expect you to:

• Attend any appointments made on your behalf and let us know if you do not intend accepting the offer of a place
• Advise us, when you apply for a course, if you have any additional needs

How do I apply to join a course at Macclesfield College?

There are various ways to find out about the courses offered by Macclesfield College including College prospectuses, publicity leaflets and posters, the College web sites, advertisements in the local press and on local radio, College promotional events,
through Connexions careers advisors and through careers co-ordinators in schools. If you would like guidance on how to find out about the range of courses offered, or about details of specific courses, please contact the Student & Customer Services staff at the College. You are, of course, always welcome to call in and speak to one of the Student & Customer Service staff who will always be pleased to help you.

We recognise that young people who are leaving school, and adult students who are
studying for significant periods of time on accredited courses, will need the benefit of
additional comprehensive advice and guidance. Therefore we offer discussions
with each of these potential students so that they can make informed choices that
will lead to the achievement of the learning goals which will enable access to higher
education or into employment in the student’s chosen career.

Because of this, the enrolment process is different for students applying for full-time
courses (and a few part-time courses) than it is for most part-time courses.

The application/enrolment processes are shown below

If you are applying for a Full-time Course

I know which course to apply for, what do I do next?
The Student & Customer Services staff will ensure that your route to becoming a student at the College is easy by:

• Providing you with an application form and specific written information on your chosen course(s) on receipt of your request
• Arranging a discussion for you, within 2 working days of receiving your application, with a specialist lecturer and/or a guidance discussion at an Interview Evening
• Ensuring that individual discussion(s) will be undertaken within three working weeks from the date that it was arranged (group discussions are held in a few cases and may take longer)
• Arranging for the Inclusive Learning Manager or one of their staff to attend the discussion if you have indicated that you have additional needs
• Giving you a decision on your suitability for the course on the day of the discussion(s)
• Providing a tour of the College and its facilities

What happens at the discussion?
Do I bring anything with me?
The discussion provides you with the opportunity to ask specific questions about the course(s) that you are interested in and the College. You may bring your Record of Achievement, but do not worry if you cannot find it. If you are applying for an Art &
Design/Graphic Design Course you will also need to bring your portfolio of work. During the discussion, the lecturer will:

• Explain anything you need to do before joining the course
• Explain exactly what the course is about
• Explain what qualifications you can expect to achieve and how the course fits into your career path
• Ask you if you need extra help with your learning
• Provide you with a College information pack which will include an offer of a place on the course(s) (if this is agreed at the discussion)

If you are applying for a Part-time Course

I know which course to apply for, what do I do next?
The Student & Customer Services staff will ensure that your route to becoming a student at the College is easy by:

• Providing you with an enrolment form and a course(s) information sheet on your chosen course(s)
• Providing any further advice and guidance which you require about any aspect of the College and/or the courses offered
• Arranging a discussion for you if we need to on the same basis as described in the left column for applicants for full-time courses (a discussion is not required for the large majority of part-time courses)
• Processing your enrolment immediately if you enrol via the telephone or at College (for courses where a discussion is not required – i.e. most part-time courses) and sending you a confirmation letter and a receipt for payment within two working days of enrolment
• Providing a tour of the College and its facilities if you request it
• Arranging an assessment of your needs if you have a learning difficulty or a disability, or need extra help.
• Providing you with details of the Refund Policy and the Learner Support Fund, together with a letter confirming your enrolment

What happens after I have been offered a place on a full-time course(s)?

If you have not completed and signed your acceptance form immediately after the discussion, you need to do this and return it to the College

If we have not received your acceptance form, the Student & Customer Services staff will contact you after 10 days from the date the offer is made

The Student & Customer Services staff will write to you in August to invite you to enrol for your course(s) just before the start of the new academic year in September

I have been accepted onto a course. How can you help me to achieve my goals?

As a student at the College, you will become part of a learning community where everyone is treated fairly and where all staff will endeavour to ensure that you have a successful and enjoyable time, and help you to fulfil your potential as a student. In order to help you we:

• Provide initial advice supported by induction and student guidance
• Provide courses that lead to nationally recognised qualifications
• Agree with you a learning programme suited to your individual needs
• Organise a programme of study that meets your needs and aims
• Provide an appropriate level of teaching
• Commit to provide high quality teaching and learning opportunities by suitably experienced and qualified staff
• Provide opportunities for feedback about all aspects of your study programme and College services/facilities including course reviews, customer focus groups, Student Council, questionnaires/surveys and the College Complaints, Comments & Suggestion Scheme
• Assign you a personal tutor
• Provide opportunities to obtain qualifications in Key Skills
• Will assess work fairly and return marked work within an agreed time
• Regularly provide clear information about your progress on the course
• Provide computing and other equipment that enables you to complete your course work
• Provide opportunities for work experience, where appropriate
• Provide resources to support your learning

In addition if you are a young person who is leaving school, or an adult student who is studying on a full-time course we will provide opportunities to undertake additional qualifications and participate in extra-curricular activities such as sport, leisure and creative studies. We will also provide time for your individual tutorials and progress reviews

Customer Service Performance Standards

When you visit the College we promise to:-

• Provide information and answer queries promptly. You should not expect to wait longer than 5 minutes for someone to help you.
• Ensure that accurate information is provided within 5 working days if we cannot answer your query immediately
• Make sure that our literature is written in plain language and is easy to understand

then either:

• offer you a discussion, within 3 weeks, prior to enrolment on the course
• send you a receipt and information sheet and confirmation of your place on the course within 5 days after enrolment

When you send your enquiry through the post we promise to:-

• Deal with your enquiry on the same day that we receive it
• Acknowledge your request for interview within 2 working days of receipt of the enquiry and arrange a discussion for you within 3 weeks
• Acknowledge receipt of your enrolment within 2 working days of its receipt

Discussions and Enrolments

• Your discussion concerning your course enrolment will be held on time
• The duration of your discussion will be approximately 30 minutes
• The forms associated with your discussion will be completed the same day
• If your discussion is for a full-time course an offer of a place will be made the same day (subject to you meeting any entry requirements)
• You will be given an offer pack on the same day

If you enquire by phone we will:

• Answer your call on the customer service line (01625 410002)
• Give you information, advice and guidance immediately
• Process your enrolment immediately if you wish to pay by debit or credit card
• Send you a receipt and confirmation of your place on the course within 2 days after
  enrolment
• inform you that there are no places left on the course if the course is already full, and discuss alternatives if appropriate

Services for students

Learning Resource Centre
The Learning Resource Centre brings together library services, computing and multimedia facilities with help and advice on how to use the services provided. As a student you can use the Learning Resource Centre for studying, borrowing resources
and for open access to information technology.

Term time opening hours are:-
Monday - Thursday 9.00 am - 9.00 pm
Friday 9.00 am - 4.00 pm

The Learning Resource Centre is also open during the daytime in holiday periods (except lunchtimes) as follows:
Monday - Thursday 9.00 am - 4.30 pm
Friday 9.00 am - 4.00 pm

These times can change occasionally and you are advised to contact staff at the Learning Resources Centre reception or at the College’s main reception.

You are asked to work quietly at all times and to adhere to the requirements as outlined in the Learning Resource Centre Guide.

Where should I go if I need help?
If you need help with other matters, such as welfare, personal finance, transport then:

• Your personal tutor will be able to provide answers to most of your questions
• The Student & Customer Services Centre is available Monday - Friday and you are welcome to call in and see any of the Centre staff
• The Learning Support office is open Monday – Thursday 9am – 5pm and Friday 9am – 4.00pm
• A qualified and experienced Counsellor is available, to discuss personal and confidential issues with you – please leave a contact number in the Student & Customer Services Centre and we will arrange an appointment for you or alternatively please contact the Counsellor direct by text or phone 07981701126.
• You can get information, advice and guidance on careers and entry to universities from the Student & Customer Services Centre staff Monday – Friday. In addition, a Careers Advisor from the Cheshire & Warrington Connexions Service is available each day.

As a student at the College, you will receive a Student Council card and be able to take part in student events at the College and consult the Student Council. Please speak to staff in the Student & Customer Services Centre about joining the Student Council.

Policies and Codes of Practice

You can get copies of the following publications from the Student & Customer Service Centre on request:

• Equal Opportunities Policy
• Equal Opportunities Code of Practice
• Race Equality Policy
• Careers Education & Guidance Policy
• Information Technology Policy
• Assessment Policy
• Learning Support Statement
• Service standard leaflets
• Curriculum Entitlement Statement
• Data Protection Policy
• Student Disciplinary Policy
• Learner Support Fund Policy
• Attendance Policy
• EMA Criterion
• Complaints Procedure
• Suggestion Scheme
• Student Attendance Policy
• Policy & Procedure for the Protection of
• Children & Vulnerable Adults
• No Smoking Policy
• Appeals Policy
• Assessment Malpractice Policy

Child Protection
The College has a procedure for dealing with allegations of abuse for all people attending the College up to the age of 18 and vulnerable adults. If you have suspicions of this nature, or you wish to make a complaint or allegation, you should arrange to see the Student Guidance Manager or, in her/his absence, the Director of Customer Services & HR.

Confidentiality
All records containing personal details of students will be treated as confidential and the College complies with the Data Protection Act 1998.

Complaints, Comments and Suggestions

At Macclesfield College, we aim to provide high quality services that meet the needs of students and people who visit the College and its outreach centres.

We want our customers to be satisfied with the services we provide but, like all organisations, we know that mistakes do happen and things do go wrong. The comments/complaints procedure will:

• Give you the chance to raise your concerns
• Give us the chance to put things right

What is a Complaint/Comment?
Put simply, a complaint/comment occurs if you tell us that you are not happy about a service that you have received or believe you should have received. This may include:

• An unsatisfactory level or quality of service
• The action/lack of action by the College
• The College's delay in taking action or replying
• The failure to provide information or give correct information
• A failure to follow the College's agreed policies and procedures
• The unhelpful attitude or behaviour of a College employee

How can you comment/complain?
You can make a complaint or comment through several ways:

• Complaints/comments form
• Letters
• Face to Face
• Telephone
• E-mail

How does the Complaints/Comment Procedure work?

• You will initially be able to choose who to make a complaint/comment to depending on the nature/strength of your complaint/comment - your personal tutor, Student Guidance Centre Manager, Customer Services/Reception staff, Heads of Schools or Customer Services Manager.
• During the evenings, you can choose to make a complaint/comment to the evening receptionist or the Duty Manager, if you wish.
• Similarly, you can choose to make a complaint/comment to the administrator at an outreach centre if you wish.
• Wherever possible all complaints/comments will be dealt with at this first stage.
• All formal complaints/comments will be recorded on a complaints or comments form, as appropriate. The Customer Services Manager will then investigate the matter with the manager/ head of school responsible and a response will be sent to you within 10 working days.
• All written complaints/comments (including those received by e-mail) will be acknowledged within 2 working days of their receipt.
• All complaints/comments will be dealt with, and a reply sent (or telephoned) to you within 10 working days of their receipt. If the complaint/comment cannot be satisfactorily resolved within this time scale you will be advised, in writing, within the 10 working days when you will receive a reply.
• Where you are dissatisfied by the response to this initial stage you will be invited to have the complaint/comment dealt with by the College Principal.

Comments
The Comments/suggestions Leaflet also invites you to make compliments, positive comments or suggestions about the services that you receive and you are invited to complete a comment card. If you need help, you can ask a member of staff to complete the card for you. When you have completed your form, please give it to the receptionist at the College's main reception or put it in one of the suggestion boxes around the College. Where appropriate, the Customer Services Manager will arrange for these to be acknowledged in writing. We will ensure that all compliments are passed on to the staff concerned.

Suggestions
The Suggestion Scheme is open to:
(a) Students
(b) Visitors

You will find comments/suggestion boxes at various locations throughout the College and suggestion cards next to them. Simply complete the card and put it in to the comment/suggestion box and you will initially receive a letter acknowledging your suggestion. If you attend a course at a Community Education outreach centre, you can make a suggestion by writing to the Customer Services Manager or by sending it by e-mail to info@macclesfield.ac.uk. Or use the comments/suggestion boxes provided.

Once your suggestion has been considered you will receive a letter informing you of the decision that has been made about your suggestion.

Your responsibilities as a student

In return for our commitment in helping you with your learning goals, we expect you to:

• Always behave reasonably and in a way which shows respect and consideration to other students, College staff and visitors
• Make yourself fully aware of, and comply with, College and course rules and regulations
• Observe and comply with all Health and Safety requirements
• Conform to the special requirements concerning protective clothing in workshops etc. and also when undertaking work experience outside the College
• Always carry your Identity Card and ensure that it is visible at all times when you are on the Learning Zone campus
• Understand that possession of any offensive weapons will lead to disciplinary action and where necessary, there will be Police involvement.
• Be aware that the use of alcohol is not permitted
• Understand that the misuse, sale, purchase or distribution of controlled drugs is strictly forbidden
• Be aware that disciplinary action will be taken if students are suspected of being under the influence of alcohol or controlled drugs and where necessary, there will be Police involvement
• Be aware that students found accompanying non-invited individuals onto College premises including known suspended or excluded students, will themselves be disciplined
• Observe and comply with the Information Technology Policy for students
• Observe and comply with the College's Equal
• Opportunities Policy and Code of Practice
• Observe and comply with the College's Race Equality Policy
• Attend all classes and study periods as specified by your lecturer & personal tutor
• Arrive at lessons fully prepared by bringing stationery, correct class notes, textbooks and other relevant materials required
• Arrive on time for the start of lessons. If you are late, enter the room quietly so as to cause the minimum disruption and provide a valid reason for your lateness to the lecturer at the end of the lesson
• Arrange for appointments such as dental appointments, driving lessons etc. to be made outside class hours. Where appointments are unavoidable, such as hospital appointments, show the appropriate appointment card or letter to your personal tutor wherever possible
• If you are absent, phone the School Administrator before 9.00am on the day of your absence to inform her/him accordingly
• If you are a full-time student under age 18 your absence should be explained in a note from your parent or guardian. Reports of absence are sent to the parents/guardians of full-time students under age 18.
• If you have a part-time job, ensure that the hours of work (including travelling time) are not during the time you are required to attend classes
• Maintain your file and up to date class notes and, make arrangements to collect any missed notes/handouts
• Not use mobile phones/texting during lesson time because it distracts you and other learners
• Study conscientiously and complete homework and assignments as determined by the lecturer.
• Entry to examination or other assessment is conditional upon satisfactory progress, attendance and homework
• Complete and hand in assessed work on time and to a high standard – any request for late submissions must be discussed and agreed with your lecturer. Deadlines for submission of work will be made clear to you at the time the assessment is given
• Bring any problem affecting your ability to progress, or complete your course, to the
  attention of your personal tutor
• Not use I.T. facilities to harass or abuse others, or transfer/copy or view offensive material from any source – see Information Technology Policies for Students
• Permit us to respond to legitimate enquiries from external agencies for reference requests on your suitability for a job or further programme of study
• Return College property promptly when you have completed your studies and pay for any loss of College property which is loaned to you
• Understand that serious action will be taken against anyone who is responsible for damage to the College premises or any property on college premises, including payment for damage or loss.
• Respect the internal and external College environment at all times – help by ensuring that all areas of the College are left clean and free of litter
• Only consume food and drinks in the College café and do not take food or drink into the classrooms or work environments.
• Conduct yourself quietly and in an orderly manner in all parts of the College buildings
• Adhere to the College’s no smoking policy and ensure that you do not smoke anywhere on the Learning Zone Campus (including in vehicles).
• Smoking on the campus is a disciplinary offence and students who smoke on the campus will be subject to disciplinary action.
• Observe the parking regulations, including adhering to the maximum speed limit of 10 mph on College access roads, and not parking in access routes in the car park which results in other vehicles being blocked in.
• Ensure that you adhere to specific requirements made by organisations offering work placements
• Plan and organise so that you arrive at your placement at least 15 minutes before the start of the placement
• Inform both the placement and the School Administrator if you are going to be absent from your placement
• Notify the College of any change of home address or of employer

If you have a disability or other learning difficulty

Please let us know if you need extra help with your studies. The College aims to help students with disabilities and/or learning difficulties to benefit as fully as possible from further education. We aim to offer opportunities to gain qualifications which lead to employment, or lead to other further education opportunities. By coming to College we hope that you will improve your employability, quality of life and links with the community.

Support Principles:

• Macclesfield College values and respects every student and makes every effort to identify and meet his or her needs.
• We want all our students to succeed and aim to help each one learn in the way that is best for them.
• We are committed to equality of opportunity and we work continuously to achieve this goal.

The Support Service:
The College Learning Support service is available to all students at all levels and aims to help them achieve success in their education and careers. This includes:

• Support for students with learning difficulties and/or disabilities
• Support for students with literacy, numeracy or language needs

Specifically the service provides:

• Formal and confidential assessment of needs
• A suggested support plan including one or more of the following:
  • Adaptive equipment and technology
  • Non-medical, mobility or personal care
  • Note taking or material adapting
  • Communication or signing
  • Reading or amanuensis
  • Small group teaching by specialist teachers
  • One-to-one teaching by specialist teachers
  • Specially designed programme of courses
  • Learning Support Assistants in classes and workshops
  • Special examination arrangements
  • Access to specialist support from external agencies
• Regular review of the support provided
• Regular review and improvement of access to the college buildings
• Formal and informal advice and support to students and staff

If you need further information about the additional assistance available to support you during your time at the College please speak to the Senior Learning Support Co-ordinator or any member of the Learning Support Team, on 01625 410000 ext. 547.

Macclesfield College complies with the Special Educational Needs and Disability Act 2001

For further information telephone 01625 410018

Macclesfield College, Park Lane, Macclesfield, Cheshire SK11 8LF
Tel 01625 410002 or 01625 410000
Fax 01625 410001
e-mail: info@macclesfield.ac.uk
web: www.macclesfield.ac.uk

The Student & Customer Services Centre is open
8.30 am – 9.00 pm (Monday–Thursday) and 8.30 am – 4.15 pm (Friday)

This information is available in different formats including disc, large print, audio CD and tape. Please request from the Student & Customer Services staff tel. 01625 410002.