Learning & Development

13.1 L&D Module Overview

The Learning & Development module within NDSS CRM provides a centralised training management system designed specifically for NDIS service providers. It enables organisations to track, manage, and ensure that every staff member possesses the mandatory qualifications, certifications, and ongoing professional development required to deliver high-quality disability support services in compliance with the NDIS Practice Standards and Quality Indicators.

Key Capabilities

• ▸ Course Catalog Management - Create, organise, and maintain a comprehensive library of training courses categorised by type, mandatory status, role relevance, and delivery format (online, classroom, blended).
• ▸ Mandatory Training Enforcement - Define and enforce mandatory training requirements for NDIS workers, including Worker Orientation, First Aid, CPR, Manual Handling, Infection Control, Medication Administration, and more.
• ▸ Certification Tracking - Record and monitor staff certifications with automated expiry alerts at 30, 60, and 90-day intervals before expiration, ensuring uninterrupted compliance.
• ▸ Role-Based Requirements - Configure training requirement matrices that map specific courses and certifications to staff roles, ensuring each position has clearly defined competency expectations.
• ▸ Professional Development Tracking - Support Continuing Professional Development (CPD) point tracking, conference attendance records, and individual skill development plans.
• ▸ Induction & Onboarding - Manage structured induction programs for new staff with checklists, buddy assignments, and probation period tracking.

Accessing the L&D Module

Navigate to the Learning & Development module from the main sidebar by clicking Learning & Development under the Operations section. Access permissions are role-dependent:

13.2 Course Catalog

The Course Catalog serves as the central repository for all training courses available within the organisation. Courses can be internal (delivered by the organisation) or external (provided by third-party training providers such as registered training organisations). Each course entry captures comprehensive metadata including delivery format, duration, cost, mandatory status, applicable roles, and renewal requirements.

Creating a New Course

To add a new course to the catalog, click the + Add Course button. The course creation form collects the following information:

Course Categories

13.3 Mandatory Training

NDIS registered providers are required to ensure all workers complete specific mandatory training modules as stipulated by the NDIS Quality and Safeguards Commission, state and territory legislation, and organisational policies. NDSS CRM pre-configures the following mandatory training requirements, which administrators can customise to match their organisation's specific obligations.

Mandatory Training Requirements

Mandatory Training Completion Workflow

1. Staff member identifies required training from their personal training dashboard or receives a notification from NDSS CRM.
2. For online courses, the staff member accesses the course directly through the platform or an external link provided.
3. For classroom courses, the staff member registers for an available session and attends.
4. Upon completion, the staff member (or administrator) uploads the certificate or proof of completion.
5. An administrator or team leader reviews and verifies the uploaded documentation.
6. The training record is marked as Verified and the completion date and expiry date are recorded.
7. Automated renewal reminders are scheduled based on the renewal period of each training module.

13.4 Training Records

Every staff member has a comprehensive training record within NDSS CRM that captures their complete training history, current certifications, and upcoming requirements. Training records are maintained for the duration of employment and are retained for a minimum of 7 years following separation, in accordance with record-keeping obligations.

Staff Training Profile

Access an individual staff member's training profile by navigating to Staff → [Staff Name] → Training tab, or from the L&D module under Training Records → Search Staff. The profile displays:

Recording Training Completion

Training completions can be recorded in several ways:

• Individual Entry: Navigate to a staff member's training profile, click + Add Training, select the course, enter completion date, and upload the certificate.
• Bulk Upload: For classroom sessions with multiple attendees, use the Bulk Record feature to record completion for all attendees simultaneously by selecting the course, entering the session date, and checking off attending staff.
• Self-Reporting: Staff members can submit their own training completions from their personal dashboard. These entries are marked as Pending Verification until an administrator or team leader reviews and approves them.
• Import from CSV: For historical training data or bulk imports from other systems, use the CSV import tool under L&D → Settings → Import Training Data.

Training Record Statuses

13.5 Certification Management

The Certification Management system provides a dedicated interface for tracking, storing, and monitoring all staff certifications and qualifications. Unlike individual training records that track course completions, the certification tracker focuses on formal qualifications that have defined validity periods and require periodic renewal.

Certification Types

Expiry Alert System

NDSS CRM implements a three-tier automated alert system for certification expiry. Notifications are sent to both the individual staff member and their direct manager/team leader:

Certificate Document Management

All certification documents are stored securely within NDSS CRM's document management system. When uploading a certificate, the system requires:

• Document File: PDF, JPG, or PNG format (maximum 10MB per file).
• Certification Type: Selected from the predefined list or custom entry.
• Certificate Number: The unique reference number on the certificate (if applicable).
• Issuing Organisation: The body that issued the certification.
• Issue Date: Date the certification was granted.
• Expiry Date: Date the certification expires (if applicable).
• Verification Status: Pending, Verified, or Rejected (set by administrator after review).

13.6 Compliance Training Requirements

NDSS CRM enables administrators to define a role-based training requirements matrix that maps specific training courses and certifications to each staff role within the organisation. This ensures that every staff member has a clear, personalised view of their training obligations, and that compliance gaps are immediately visible to management.

Role-Based Training Requirements Matrix

Overdue Training Tracking

NDSS CRM automatically identifies staff members with overdue or missing mandatory training. The overdue tracking system provides:

• Overdue Training Dashboard: A filterable list of all staff with overdue training, sortable by days overdue, staff name, course name, or role.
• Automatic Notifications: Escalating email reminders sent to the staff member, their manager, and the compliance team at 7, 14, 21, and 30 days past the due date.
• Rostering Integration: When configured, the rostering module can flag or prevent shifts from being assigned to staff with critical overdue training requirements.
• Compliance Impact Scoring: Each overdue item is weighted based on its criticality, contributing to an overall staff compliance score visible on the staff profile and compliance dashboard.
• Action Plan Assignment: Managers can assign action plans with target completion dates to staff with overdue training, tracking remediation progress.

Configuring Training Requirements

Administrators can modify the training requirements matrix by navigating to L&D → Settings → Training Requirements. From this screen you can:

1. Select a role from the role dropdown list.
2. Toggle individual courses on or off for that role using the checkbox matrix.
3. Set a Grace Period for each requirement - the number of days after a staff member's start date before the training becomes a mandatory requirement (e.g., 30 days for new starters to complete Infection Control).
4. Set Priority Level for each requirement - Critical, High, Medium, or Low - which affects notification urgency and compliance scoring.
5. Click Save Changes to apply. All affected staff members will be recalculated against the updated requirements.

13.7 Training Reports

NDSS CRM provides a suite of training-specific reports that give management and compliance teams visibility into training completion rates, compliance status, and upcoming certification expirations across the entire organisation.

Available Training Reports

Generating a Report

1. Navigate to L&D → Reports from the sidebar.
2. Select the desired report type from the report catalog.
3. Configure filters such as date range, team, role, or course category as appropriate.
4. Click Generate Report to view the results on screen.
5. Use the Export button to download as PDF or CSV, or use Schedule to set up automated recurring delivery via email.

Compliance Scoring

Each staff member receives a Training Compliance Score calculated as a percentage of completed mandatory training against their role requirements. The scoring system uses the following thresholds:

13.8 Professional Development

Beyond mandatory training and compliance requirements, NDSS CRM supports the tracking and management of professional development activities. This includes Continuing Professional Development (CPD) point tracking for regulated health professionals, conference and seminar attendance records, and individual skill development plans that align staff career growth with organisational capability needs.

CPD (Continuing Professional Development) Tracking

For staff in regulated professions (e.g., registered nurses, allied health practitioners, behaviour support practitioners), NDSS CRM tracks CPD points against the requirements set by their professional registration body (e.g., AHPRA, relevant professional associations). The CPD tracking features include:

• CPD Point Logging: Record individual CPD activities with details including activity type, provider, date, hours, and points awarded.
• Category Tracking: Map CPD activities to the categories required by the registration body (e.g., Educational Activities, Professional Activities, Self-Directed Learning).
• Registration Period Alignment: Configure the CPD tracking period to align with the staff member's professional registration renewal cycle.
• Progress Monitoring: Visual progress indicators showing current CPD points vs. the required minimum for the registration period.
• Evidence Storage: Attach certificates, receipts, and evidence documents to each CPD activity record for audit purposes.

Conference & Seminar Attendance

Track staff attendance at conferences, seminars, workshops, and professional events. Each record captures:

Skill Development Plans

Managers and staff can collaboratively create individual Skill Development Plans that outline targeted areas for professional growth. Each plan includes:

• Skill Area: The competency or skill being developed (e.g., Complex Care, Leadership, Communication, Clinical Assessment).
• Current Proficiency: Self-assessed or manager-assessed current skill level (Beginner, Developing, Competent, Advanced, Expert).
• Target Proficiency: The desired skill level to be achieved by the target date.
• Development Activities: Specific training courses, mentoring, shadowing, or project assignments planned to develop the skill.
• Target Date: The expected completion date for the development goal.
• Progress Notes: Ongoing notes and reflections documenting progress toward the goal.
• Review Schedule: Dates for formal check-ins between the staff member and their manager to review progress.

13.9 Induction Programs

NDSS CRM provides a structured induction program framework to ensure that all new staff members receive a comprehensive and consistent onboarding experience. The induction module integrates with the training requirements system to automatically assign mandatory training to new starters and tracks their progress through the induction checklist, buddy system assignments, and probationary period milestones.

Induction Checklist

When a new staff member is created in NDSS CRM, the system automatically generates an induction checklist based on their role. The default induction checklist includes the following categories and items (configurable by administrators):

Buddy System

Each new staff member is assigned a buddy - an experienced team member who provides day-to-day support, guidance, and practical assistance during the induction period. The buddy assignment is recorded in NDSS CRM and includes:

• Buddy Name & Contact: The assigned buddy's details are visible on the new staff member's profile.
• Buddy Duration: Typically 4–8 weeks from start date, configurable per role or individual.
• Check-In Schedule: Pre-set dates for buddy check-in conversations, tracked in the system.
• Buddy Feedback: The buddy can provide feedback notes on the new starter's progress, which feed into the probation review.

Probation Period Tracking

NDSS CRM tracks the probation period for all new staff members with the following features:

• Probation Duration: Configurable by role (default: 3 months for support workers, 6 months for management roles).
• Milestone Reviews: Scheduled review meetings at defined intervals (e.g., 2 weeks, 1 month, 2 months, end of probation) with templates for structured feedback.
• Performance Criteria: Checklist of competencies and behaviours that must be demonstrated before probation sign-off.
• Outcome Recording: At the end of the probation period, the manager records the outcome: Confirmed, Extended, or Terminated.
• Automated Reminders: NDSS CRM sends reminders to the manager before each probation milestone review date.

Creating & Customising Induction Programs

Administrators can create and customise induction program templates for different roles by navigating to L&D → Settings → Induction Programs. Each program template allows:

1. Define the program name and applicable role(s).
2. Create checklist categories (e.g., Pre-Start, Day 1, Week 1, First Month, Probation).
3. Add individual checklist items to each category with descriptions and responsible parties.
4. Link mandatory training courses to specific checklist items so completion is automatically tracked.
5. Set default buddy duration and probation period length.
6. Configure automated reminder schedules for both the new starter and their manager.

13.10 SCORM Course Uploads

SCORM course packages and files (.zip) can be natively uploaded and fully interpreted directly within the application. This ensures rich, interactive training content is tracked seamlessly without requiring external learning management systems.