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Citizenship testing 005-01040000

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Training of citizenship test facilitators

The Citizenship Test Service Desk facilitate initial training for Services Australia staff. During initial set up, all service centres are provided with facilitated training (face-to-face, or virtual) as well as equipment such as, a camera, SD card, camera tripod, background screen and iPad/s.

All additional staff may learn the citizenship testing process through mentoring, which is a blended learning approach. The nominated employee must complete 4 eLearning modules and observe a mentor conduct an appointment. Mentoring is coordinated with the Services Australia Citizenship testing service desk. Trained test facilitators at each location are considered mentors and can train additional staff as required.

Training and mentoring additional facilitators process and checklist

Table 1

Step

Action

1

Request to train additional test facilitators

Team leader submits their request to Services Australia citizenship testing service desk by email. The email must include:

  • Staff full name
  • Email address
  • Log on

The team leader must nominate an experienced test facilitator to assume the role of mentor.

The Citizenship Service Desk will:

  • provide staff access to the site positional mailbox, secure folder and distribution lists
  • provide the team leader training resources

2

Test facilitator in training

Preliminary task

Test facilitators in training must complete preliminary tasks:

  • E-learning Modules (SAU00240, SAU00241, SAU00242 and SAU00243)
  • Read and understand all training material and resources such as the Quick Reference Guide and Services Australia standard Operating Procedures (SOP) manual. See Resources

Onsite training

Test facilitators (trainee) must observe at least one citizenship appointment conducted by an experienced Test facilitator (Mentor).

Trainee conducts a citizenship appointment under supervision of their mentor. The mentor assesses the trainee's competence and records findings in the Mentoring Checklist. The Mentoring Checklist is available below this table.

Some of the compulsory tasks as per the Mentoring Checklist:

  • preparing and setting up for the appointment
  • welcoming the applicant
  • conducting the interview and verifying identity
  • taking the applicant's photograph
  • administering the citizenship test
  • concluding the appointment and completing post appointment administration

Mentor

Mentor must:

  • provide opportunities for the trainee to observe citizenship testing appointments
  • be available for questions and direction
  • regularly monitor trainee appointments and give a sufficient number of opportunities to practice
  • give guidance and regular constructive feedback on their progress

For more information, see Resources for the Quick Reference Guide (QRG) and Services Australia Standard Operating Procedures (SOP).

3

Mentor assesses the training

To Pass, the trainee must demonstrate that they can correctly perform all tasks, as per the Mentoring Checklist and is competent to conduct citizenship appointments unsupervised, go to Step 4.

Fail, the trainee cannot demonstrate that they can correctly perform all tasks, as per the Mentoring Checklist and is not competent to conduct citizenship appointments unsupervised. The mentor must provide the trainee constructive feedback and continue onsite training, go to Step 2.

4

Mentor concludes the training

Mentor must finalise, sign and send a scanned copy of the Mentoring Checklist to Services Australia Citizenship testing service desk.

5

Trainee becomes Test facilitator

The trainee test facilitator is now able to conduct citizenship appointments independently and will be subject to the same quality assurance processes as all other test facilitator.

Test facilitator or team leader must notify Services Australia Citizenship testing service desk as soon as any staff member ceases the role of test facilitator.

Mentoring Checklist

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Add the course number to the Search for Learning field on the SuccessFactors > Learning page:

  • SAU00240 - Australian Citizenship Test Module 1
  • SAU00241 - Australian Citizenship Test Module 2
  • SAU00242 - Australian Citizenship Test Module 3
  • SAU00243 - Australian Citizenship Test Module 4