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Program Snapshot


12 months

Delivery Options

  • Distance / Online learning – 4 hours each week
  • 4 * 1 day workshops (optional).


  • Learner must be employed in a position that allows them to demonstrate application of skills required by the program
  • Learners will need a computer/ tablet with camera for online engagement
  • learner literacy and numeracy levels will be assessed prior to course commencement


$4,000 full fee.
State Government funding may be available for eligible individuals. Contact us to see if you’re eligible for government funding.

Course information:

This Certfcate IV in Customer Engagement qualifcaton has been tailored to suit the needs of frontline customer service staff working with people with a disability within The Natonal Disability Insurance Scheme (NDIS). The course emphasis is on customer contact and day-to-day quality service delivery.
The delivery of high-class customer care is critical to high quality service providers. ‘Your clients’ perception of your service is their reality and it extends beyond the direct support worker role.’The focus of this course is not on direct care work, instead focuses on the services your organisation uses to support providers, participants, family members and other associated professionals and para-professionals within the disability sector.

    Course outcomes:

    √ Better understand the client as a customer

    √ Deliver customer service to the standards expected by the industry

    √ Understand and implement WHS practices in the workplace, including managing personal stress

    √ Respect the importance of the client’s family and support network

    √ Learn how to coordinate and implement customer service strategies

    Course structure:

    1. Understanding Your Role in NDIS.
    2. Understand the Relationships.
    3. Managing Client Expectations.
    4. Overcoming barriers to create positive outcomes.
    5. Confidentially, Privacy, Rights and Legislation.
    6. Planning, Paperwork and Positive Practice.
    7. Managing complaints and Responding to Suspected Abuse.
    8. Self-Care.

    More information:

    Assessment Methods:

    • Theory & knowledge assessments
    • Practcal exercises
    • Workplace practice and observatons
    • Workplace Documents

    Induction: Trainees will be introduced to the course, delivery and assessment methods, and expectations and rights of trainees prior to course commencement.

    All trainees are expected to comply with worksite WHS procedures and policies during practical activities. Safety procedures in the classroom will be explained at the commencement of the course.

    RPL & Credit TransferStudents who believe they have sufficient past experience to demonstrate full competence against particular units may apply for RPL using the forms and processes available from the TME office. Students may apply for credit transfer for any units completed in prior qualifications, including for the elective units.

    Funding: This program may be supported by Victorian State Government funding or subsidised by the NSW Government subject to eligibility. New employees may also be eligible for Commonwealth Government Funding. Contact us to check your eligibility.

    Workplace TrainingPrograms can be customised to meet individual or workplace requirements. On the job training and assessment, activities are built into our programs to benefit employers and enable learners to develop relevant workplace skills.

    We actively tailor training for people from diverse backgrounds, including those with disabilities, and encourage all to apply.

    Information in this flyer is current at 30/1/2019 and may be subject to change. Contact us to ensure you have the most current information about this program.

    BSB40315 C4 Cust Eng(NDIS)2019.1

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      Take your career to the next level with a qualification in Customer Engagement.

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