FETAC Component Certificate (Level 5 NFQ)

First Aid - Occupational

Network: 
Role Skillnet
Methods of Assessment Assessment at the end of the course is conducted by an external examiner on the Register of Occupational First Aid Training Providers.
Learning Outcomes Successful participants will receive Level 5 certification with FETAC and qualify as Occupational First Aiders for a period of 2 years.
Further Enquiries Tel: 071 962 2504
Email: info@roleskillnet.com
Course Content Statutory course set down by the HAS and based on the requirements of the 2007 Safety, Health & Welfare at Work Regulations.
Financial Support 30% maybe available on a case by case basis
Enrolment and Start Dates Comment Dublin:
11th March 2013
Galway City:
19th March 2013
Cavan 15th - 22nd May
FETAC Code D20188: Occupational First Aid
Subjects Taught Unit 1 - First Aid in the Workplace
Unit 2 - Patient Assessment
Unit 3 - Respiratory Emergencies
Unit 4 – Cardiac First Response
Unit 5 - Wounds & Bleeding
Unit 6 - Altered Levels of Consciousness
Unit 7 - Muscular skeletal Injuries
Unit 8 – Burns and scalds, chemicals, poison, electric shock
Duration 3 Days
Number of Places Maximum of 10 participants
Course Fee €250.00
Available to Job Seekers: 
Yes
Certified: 
Yes

Retail Customer Service

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Learning Outcomes • Learners will have specialised knowledge in the principles and practice of customer service
• Learners will understand the role and responsibilities of the customer service representative of an organisation
• Learners will have specialised personal communication skills required to provide a excellent customer experience
• Learners will be competent in handling more difficult and irate customers
Further Enquiries outsourcing@ccma.ie
Entry Requirements Participants must hold a Leaving Certificate, equivalent qualification and / or have relevant life and work experience
Course Content This programme is designed to enable the learner to appreciate the importance of the customer to an organisation. To understand the role and responsibilities of the frontline representative of an organisation, to understand the team work necessary to meet customer needs and expectations. It allows for participants to become familiar with relevant legislation and to develop a customer oriented quality service consistent with best practices and standards.
Enrolment and Start Dates Comment Contact Network Manager
Subjects Taught o Introduction to Customer Service
o Customer Requirements
o Customer Behaviour
o Providing the best possible service
o Handling Difficult Situations
o Consumer Legislation
Duration 7 days
Comment 7 Day classroom based programme including role playing simulations – mystery shopper / customer experiences and a Sales and Marketing campaign.
Course Fee Contact course provider
Available to Job Seekers: 
Yes
Certified: 
Yes

Complaint Discrepancy Handling / NPS Improvement

Network: 
Outsourcing Skillnet
Location of Course On Customer site
Methods of Assessment The assessment will be in accordance with section of the FETAC Module Descriptor/Award Specification:

Exam: 40 %
Skills demonstration 40%
Assignments: 20 %

Exam
Candidates are required to complete an exam on complaint identification and handling theory including practical questions on analysing real calls (20 %)

Skills Demonstration
Candidates will be required to submit their own live calls to demonstrate their acquired skills in call handling and complaint identification and also to submit a critical self assessment of their strengths and weaknesses in handling the submitted calls. (40%)

Assignment 1
Candidates are required to carry out an observation exercise on customer service (20 %)

Grading of Results:
Pass 50-64%
Merit 65-79%
Distinction 80-100%

Learning Outcomes Participants who successfully complete this module will be able to:
Primary Units Covered
• Use a standard call framework for all conversations
• Understand customer concerns.
• Make promises and be good internal customers
• learn from colleagues
• Change a complaint to a compliment
• Use active listening skills and reflective questioning

Participants who successfully complete this course will understand the importance of correctly identifying and handling complaints to improve customer experience and reduce attrition hence improving Net Promoter Score.

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Course Content This ten week (non consecutive) course is designed to provide Customer Service advisers and their managers with the skills to radically reduce negative customer experiences and complaints there by reducing customer attrition and improving Net Promoter Scores. Organisations who successfully complete this programme will experience a significant uplift in Net Promoter Score and reduction in customer attrition through improved complaint identification and handling.
FETAC Code D20151: Customer Service
Subjects Taught The course programme will be presented in an operational work environment using a blended learning environment including:
• Group Learning Sessions,
• Use of recorded calls
• Power Point Presentations,
• Video exercises
• assignments
Duration Completion over ten weeks
Available to Job Seekers: 
Yes
Certified: 
Yes

Understanding Start Up & Small Businesses Better

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Methods of Assessment Business Plan Project (75%)
Presentation (25%)

Project
Produce a Business Plan (in a group or individually), for a new business idea that will be developed during the programme.

Presentation
Learners will present their business plan in groups/individually.

Learning Outcomes On completion of the programme, participants will be able to:

o Understand what’s involved in setting up and growing a business
o Grow their business / commercial knowledge and enhance their career development
o Understand key business terms and methods of analysing a business
o Know the Pressures and Challenges business’ face when running a business
o Understand why businesses fail and grow
o Demonstrate an understanding of different markets, industries and sectors and their requirements

Further Enquiries outsourcing@ccma.ie
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Course Content This Programme has been designed to assist learners who are involved in dealing with owner / managers of start-up and small / medium sized businesses to grow their businesses confidence and be able to have more valuable business conversations with customers and advise on how the companies’ products / services can help their customers and give an extraordinary customer experience.
Enrolment and Start Dates Comment Contact Network Manager
FETAC Code 5N1418: Start your Own Business
Subjects Taught The programme is highly interactive and engaging and aims to develop the capabilities of frontline line staff, so that they can understand better the daily business lives, challenges and requirements of their customers and react positively to customer needs.
Duration 3 Days
Course Fee Contact Course Provider
Available to Job Seekers: 
Yes
Certified: 
Yes

Customer Service

Network: 
Outsourcing Skillnet
Location of Course Nationwide
Methods of Assessment Assignment (20%)
Exam (20%)
Skills Demonstration (60%)

Assignment
Produce a report, based on an investigation on customer service skills, logging both the customer and the customer service representative’s behaviour, over a period of an hour.

Exam
Conducted on Day 3, consists of learners being required to answer 2 out of 3 questions over one hour.

Skills Demonstration
Learners will have an opportunity to be assessed on a range of customer contact skills.

Learning Outcomes On completion of the programme, participants will be able to:

o Identify and anticipate customer needs and wants
o Positively influencing Customer Perceptions
o Deal with a range of challenging situations
o Implement a quality Customer Care Policy
o Deliver Effective Customer Service under challenging circumstances
o Identify provisions that may be needed to satisfy different customers needs
o Evaluate the impact of Customer Service

Further Enquiries outsourcing@ccma.ie or 01-2911960
Entry Requirements Participants must hold a Leaving Certificate, Equivalent Qualification and / or have relevant life and work experience.
Course Content This course is available in e-learning and classroom.

This Programme has been designed to equip learners who are involved in Customer Service with a dual focus – ensuring excellence in the service they provide and through excellent service increasing sales, referrals and positive brand impact.

FETAC Code 5N0972: Customer Service
Subjects Taught The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.
Duration 3 Days
Course Fee €595.00
Available to Job Seekers: 
Yes
Certified: 
Yes

Food Safety Management

Network: 
ACIST Skillnet
Location of Course Cater Care, Limerick
Trainer Cater Care Ltd
37 Lord Edward Street
Limerick
e: info@catercare.ie
www.catercare.ie
Methods of Assessment Learners are required to
• Sit a theory based examination comprising multiple choice and essay questions accounting for 60% of marks allowed
• Complete an assignment within a specific timeframe based on a case study comprising 40% of marks
Learning Outcomes • Have a thorough understanding of the principles of food safety.
• Understand and control the causes of food spoilage and Pathogens.
• Be able to demonstrate high standards of safety and quality
Further Enquiries Crystel Robbins Rynne
Network Manager
ACIST Skillnet
Office: 0657081466
Email: crystel@skillsacist.com
Entry Requirements Leaving Certificate or equivalent qualification and/or relevant life and work experience.
Careers or Further Progression This programme will earn successful, candidates a FETAC Level 5 Certificate.
It may be used as an elective module for other programmes or allow learners progress to further programmes.
Course Content Understanding food safety, legislation, Principles and Pre requisites, Food Safety Hazards and controls, Hygiene in the workplace, Plans, Application & Implementation, General Management, Quality control, Training
Financial Support ACIST Skillnet
Enrolment and Start Dates Comment Dates: 28th May 2013, 5th, 11th & 18th June 2103
FETAC Code N22795: Food Safety and HACCP
Duration 4 Days 9.30am to 5.00pm.
Number of Places 10
Course Fee €335
Free for unemployed (eligibility criteria applies)
Available to Job Seekers: 
Yes
Certified: 
Yes

Occupational First Aid

Network: 
ACIST Skillnet
Location of Course Ennis - 2nd, 3rd & 8th May 2013
Ennis Innovation Centre - 13th, 14th & 15th May 2013
Ballinasloe - TBA
Trainer Safe-T-Trainer is a professional safety training & consultancy services company in operation since 2005. Combining experience and knowledge in the Manufacturing, Hospitality, Construction, Leisure and Public Sectors we deliver a comprehensive service to help your Company reduce workplace accidents and incidents to comply to all relevant Health and Safety Legislation. Willie Treacy, Managing Director, has over 10 years experience in delivering Safety Management Services tailored to the needs of companies ensuring they are compliant with Health and Safety regulations.
Methods of Assessment All assessments are carried out in accordance with FETAC requirements and are both internally and externally authenticated before certification is issued. All participants have the right to appeal their results, the appeals procedure is also in accordance with FETAC regulation. The examination is conducted by an independent instructor.
Learning Outcomes Participants who complete this course will be able to:
• Ensure employees are aware of First Aid facilities and arrangements
• Provide the recognised Occupational First Aid systems in the workplace
• Implement essential life-saving skills
Further Enquiries Crystel Robbins Rynne
Network Manager
ACIST Skillnet
Office: 0657081466
Email: crystel@skillsacist.com
Course Content This course is aimed for employees who wish to act as an occupational first aider for their company. Under the General Application Regulations 2007 (Part 7 Chapter 2 First Aid) requires companies to train a number of their employees to act as Occupational first aiders in the workplace.

This course is an interactive course where there is a healthy mix of theory and practical methods of training throughout the course. Although the course is designed for the workplace all learning outcomes can be applied to first aid situations in the home and sporting situations.

Financial Support ACIST Skillnet Funding
Enrolment and Start Dates Comment Course Dates:
Ennis & Ballinasloe - 2nd, 3rd & 8th May 2013
Ennis - 13th, 14th & 15th May 2013
FETAC Code 5N1207: Occupational First Aid
Subjects Taught Unit 1: First Aid in the Workplace
Unit 2: Patient Assessment
Unit 3: Respiratory Emergencies
Unit 4: Cardiac First Response
Unit 5: Wounds and Bleeding
Unit 6: Altered Levels of Consciousness
Unit 7: Musculoskeletal Injuries
Unit 8: Burns and Scalds, Chemicals, Electrical Shock
Duration 3 days 9.30 - 5.00pm.
Number of Places 10
Course Fee Ennis - €180 per person. Free for unemployed (eligibility criteria applies).

Ballinasloe - TBA

Available to Job Seekers: 
Yes
Certified: 
Yes

Occupational First Aid

Network: 
ACIST Skillnet
Location of Course Dublin - The Fitzwilliam Hotel
Limerick - Venue TBA
Galway City - The Salthill Hotel, Galway
Trainer HR CONNECTIONS, Moycullen, Co. Galway
Our HR Specialists are fully qualified and Chartered Members of the CIPD (Chartered Institute of Personnel and Development) with a proven track record in HR Management. Our Health & Safety services and Training courses are provided by fully qualified and accredited Health & Safety professionals.

The company was established by Claire Carroll in 2009, in response to a growing need for an outsourced HR service provider as an alternative to hiring a full time HR Specialist. Claire has extensive HR Management experience in a variety of industries together with a number of years in independent consulting prior to setting up HR Connections.

Claire is a Chartered Fellow of the CIPD (Chartered Institute of Personnel and Development), and has a BA from NUIG, a Diploma in Employment Law from the Law Society of Ireland, Dublin, and a Diploma in Personnel Management from GMIT (Galway Mayo Institute of Technology).

Methods of Assessment All assessments are carried out in accordance with FETAC requirements and are both internally and externally authenticated before certification is issued. All participants have the right to appeal their results, the appeals procedure is also in accordance with FETAC regulation. The examination is conducted by an independent instructor.
Learning Outcomes Participants who complete this course will be able to:
• Ensure employees are aware of First Aid facilities and arrangements
• Provide the recognised Occupational First Aid systems in the workplace
• Implement essential life-saving skills
Further Enquiries Crystel Robbins Rynne
Network Manager
ACIST Skillnet
Office: 0657081466
Email: crystel@skillsacist.com
Course Content This course is aimed for employees who wish to act as an occupational first aider for their company. Under the General Application Regulations 2007 (Part 7 Chapter 2 First Aid) requires companies to train a number of their employees to act as Occupational first aiders in the workplace.

This course is an interactive course where there is a healthy mix of theory and practical methods of training throughout the course. Although the course is designed for the workplace all learning outcomes can be applied to first aid situations in the home and sporting situations.

Financial Support ACIST Skillnet
Enrolment and Start Dates Comment Course Dates:
Dublin City Centre - 7th, 14th & 21st May 2013
Limerick City - 10th, 11th,m 12th June 2013.
Galway City - 24th, 25th, 26th June 2013
FETAC Code 5N1207: Occupational First Aid
Subjects Taught Unit 1: First Aid in the Workplace
Unit 2: Patient Assessment
Unit 3: Respiratory Emergencies
Unit 4: Cardiac First Response
Unit 5: Wounds and Bleeding
Unit 6: Altered Levels of Consciousness
Unit 7: Musculoskeletal Injuries
Unit 8: Burns and Scalds, Chemicals, Electrical Shock
Duration 3 Days 9.30 am to 4.30pm.
Number of Places 10
Course Fee Galway & Limerick - €180 per person
Dublin - €220 per person
Available to Job Seekers: 
Yes
Certified: 
Yes

Marine First Aid

Network: 
ACIST Skillnet
Location of Course Dundalk, Co. Louth
Trainer Safe-T-Trainer is a professional safety training & consultancy services company in operation since 2005. Combining experience and knowledge in the Manufacturing, Hospitality, Construction, Leisure and Public Sectors we deliver a comprehensive service to help your Company reduce workplace accidents and incidents to comply to all relevant Health and Safety Legislation. Willie Treacy, Managing Director, has over 10 years experience in delivering Safety Management Services tailored to the needs of companies ensuring they are compliant with Health and Safety regulations.
Methods of Assessment All assessments are carried out in accordance with FETAC requirements and are both internally and externally authenticated before certification is issued. All participants have the right to appeal their results, the appeals procedure is also in accordance with FETAC regulation. The examination is conducted by an independent instructor.
Learning Outcomes Participants who complete this course will be able to:
• Ensure employees are aware of First Aid facilities and arrangements
• Provide the recognised Occupational First Aid systems in the workplace
• Implement essential life-saving skills
Further Enquiries Crystel Robbins Rynne
Network Manager
ACIST Skillnet
Office: 0657081466
Email: crystel@skillsacist.com
Course Content This course is aimed for employees who wish to act as an occupational first aider for their company. Under the General Application Regulations 2007 (Part 7 Chapter 2 First Aid) requires companies to train a number of their employees to act as Occupational first aiders in the workplace.

This course is an interactive course where there is a healthy mix of theory and practical methods of training throughout the course. Although the course is designed for the workplace all learning outcomes can be applied to first aid situations in the home and sporting situations.

Financial Support ACIST Skillnet Funding
Enrolment and Start Dates Comment Commences: 4th June 2013
Dates: 4th,7th, 8th June 2013
FETAC Code 5N1207: Occupational First Aid
Subjects Taught Unit 1: First Aid in the workplace
Unit 2: Patient Assessment
Unit 3: Respiratory Emergencies
Unit 4: Cardiac first response
Unit 5: Wounds and Bleeding
Unit 6: Altered levels of consciousness
Unit 7: Musculosketal injuries
Unit 8: Burns and scalds, chemicals, electric shock
Duration 3 Days
Number of Places 10
Course Fee TBA
Available to Job Seekers: 
Yes
Certified: 
Yes

FSPA Food Safety Management

Network: 
ACIST Skillnet
Location of Course Ennis - Venue TBA

Cater Care Training Room
Cater Care Ltd
37 Lord Edward Street
Limerick
e: info@catercare.ie
www.catercare.ie

Trainer Cater Care Ltd
37 Lord Edward Street
Limerick
e: info@catercare.ie
www.catercare.ie
Methods of Assessment Learners are required to
• Sit a theory based examination comprising multiple choice and essay questions accounting for 60% of marks allowed
• Complete an assignment within a specific timeframe based on a case study comprising 40% of marks.
Learning Outcomes Have a thorough understanding of the principles of food safety.
• Understand and control the causes of food spoilage and Pathogens.
• Be able to demonstrate high standards of safety and quality.
Further Enquiries Crystel Robbins Rynne
Network Manager
ACIST Skillnet
Mobile: 087 9980303
Office: 0657081466
Email: crystel@skillsacist.com
Entry Requirements Leaving Certificate or equivalent qualification and/or relevant life and work experience.
Careers or Further Progression This programme will earn successful, candidates a FETAC Level 5 Certificate.

It may be used as an elective module for other programmes or allow learners progress to further programmes.

Course Content Understanding food safety, legislation, Principles and Pre requisites, Food Safety Hazards and controls, Hygiene in the workplace, Plans, Application & Implementation, General Management, Quality control, Training.
Financial Support ACIST Skillnet Funding
Enrolment and Start Dates Comment Course Dates
Ennis: Commencing 10 April, 17 April, 24 April, 1 May 2013

Limerick: Commencing 16th April and continuing 23rd, 30th April and 7th May 2013

FETAC Code N22795: Food Safety and HACCP
Duration 4 Days
Number of Places 10
Course Fee TBA
Available to Job Seekers: 
Yes
Certified: 
Yes
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