Referral Management Process

When Employment Services Providers refer clients into a One Training program, we will endeavour to contact the referred clients as soon as possible. The referral management process includes the following steps:

Client Contact:

1. Initial Contact: 

   • One Training will send a text message to the referred client, introducing ourselves and providing a link to an online enrolment form for completion.

2. Initial Call: 

   • One Training will attempt to call the referred client to discuss the program, answer any questions and offer assistance with completing the enrolment form sent via text message.

   • If the referred client has not yet completed the enrolment form, our team will support them in completing the enrolment form over the phone. 

   • During this call, we will also determine if the referred client is interested in applying for a Work Development Order (WDO) and participating in the 'Be Connected' initiative (Optus 12-month free plan). 

   • The One Training team will also determine the referred clients suitability to commence the program including their level of English.

3. Confirmation of Enrolment: 

   • After the initial call, One Training will send a confirmation email to the referred client, confirming their successful enrolment. 

   • The referring Employment Services Provider will also receive a copy of the confirmation email, including a request for a purchase order (PO) number to enable One Training to issue a tax invoice and provide the necessary paperwork for the WDO application (if applicable).

Uncontactable Clients:

• If a referred client cannot be contacted after the initial call, One Training will send a follow-up text message emphasising the importance of completing the enrolment form to secure their place in the program.

• One Training will attempt to contact the referred client two (2) more times before notifying the referring Employment Services Provider that their referred client is disengaged. 

• Unless the referred client contacts One Training and completes the enrolment form, they will not be eligible to commence the program and they will be placed on the waitlist.

Classroom Management:

• The first fifteen (15) referred clients to confirm their enrolment by completing their enrolment form and corresponding PO numbers issued by their referring Employment Services Providers will secure their place in the program. 

• Once fifteen (15) enrolment forms have been confirmed and corresponding PO numbers issued, all subsequent referred clients will be placed on the waitlist.

• This ensures that the client experience is upheld and classroom overcrowding is minimised.

• One Training reserves the right to cancel a scheduled program if fifteen (15) enrolment forms are not complete and corresponding PO numbers are not received at least seven (7) business days prior to program commencement.

Work Development Order (WDO) Application Process (NSW Only):

• It is the responsibility of the referring Employment Services Provider to complete the WDO application with their referred client and return it to One Training with all required supporting documents before the program commencement. Supporting documents include a copy of the referred client/applicant's Driver Licence or Medicare Card (no other forms of ID can be accepted).

• Once received, One Training will process the WDO application with Revenue NSW and notify all stakeholders of the outcome of the application as soon as possible.

Payment and Enrolment Commitment:

• To finalise a referred clients enrolment, the Employment Services Provider must provide One Training with a purchase order number confirming payment commitment, even if the referred client does not commence the program.

• If an enroled referred client’s circumstances change, the Employment Services Provider may notify One Training up to seven (7) business days before program commencement in writing to cancel the tax invoice issued. Cancellations within seven (7) business days of the commencement of the program are not permitted, with the exception that the Employment Services Provider may transfer the cancelled referred client's enrolment to another eligible referred client within the same Employment Services Provider.

Issuance of Statements of Attainment (SOA):

• One Training reserves the right to withhold all Statements of Attainment until all tax invoices for all enroled referred clients are paid in full and USI numbers verified. SOA's will be issued within 15 business days upon receipt of payment in full.

Program Completion Requirements:

• Enroled referred clients must attend four (4) of the five (5) program days to achieve successful competency in the program, obtain their SOA, laptop and be eligible for the 'Be Connected' initative (Optus 12-month free plan).