Policies and Procedures

Complaints should be dealt with by the following:

Director of Studies/Academic Coordinator: students and teachers

Sales and Marketing Manager/Accommodation Officer/School Administrator: accommodation

Sales and Marketing Manager/Director of Studies: courses

School Administrator: activities

Who does this policy relate to?

This policy relates to all Berlitz | English Language Academy staff and students.

Verbal complaints procedure

Complainant

• Responded to immediately or within 24 hours
• Asked if they wish to complete a complaints form

Respondee

• Respond to the complaint immediately or within 24 hours if an investigation is required
• Agree with the complainant how they are to be kept informed
• Where appropriate respond in writing
• If no complaint form has been completed – summarise the complaint on a complaints form
• Complete the outcome of the complaint on the complaints form – to be signed by both the complainant (where they have completed a complaints form) and the respondee
• Attach copies of any correspondence to the complaints form

If the complainant is not satisfied with the response refer the complaint to the General Manager – who will respond in writing within 48 hours (2 working days)

Written complaints procedure

Complainant

• Responded to or the complaint acknowledged within 24 hours
• Send a full response within 3 working days of receipt of the complaint

Respondee

• Respond to the complaint immediately or if this is not possible, acknowledge receipt of the complaint within 24 hours
• Summarise the complaint on a complaints form
• Investigate the complaint
• Complete the outcome of the complaint on the complaints form – sign it or document any form of written correspondence such as email
• Send a full response to the complainant within 3 working days of the complaint being received
• Attach copies of all correspondence to the complaints form
• If the complainant is not satisfied with the response, refer the complaint to the General Manager – who will respond in writing within 48 hours (2 working days)

Complaints Management

• The General Manager and Sales and Marketing Manager are to be informed of all complaints and the outcome of any investigations
• The complaints file is to be reviewed biannually to identify any trends and to discuss ways in which Berlitz | English Language Academy can improve

Customer Care Policy

Purpose

The purpose of this policy is to ensure that there are systems to foster and maintain a culture of professionalism throughout the institution.

Scope

This policy relates to the following:

• Every staff member has to perform their responsibilities to the highest standards
• Management has a responsibility to oversee that the aims of the policy are met

Procedures

In order to maintain high quality standards across the institution, the following systems are in place:

A. Teaching and learning

For questions or problems about their studies, students are advised to speak to their teacher first.

Students are also advised that the Director of Studies and Academic Coordinator have an open-door policy for communication and consultation regarding their studies, their teachers or other academic matters. A suggestion box is located at reception and students are encouraged to voice their opinions at any time during their course.

B. Course Objectives and Content

Courses, content and materials are reviewed annually to determine strengths and weaknesses. Adaptations of material are encouraged (within reason) where this will enhance learner progress and understanding. All materials are sourced and copyright guidelines enforced.

C. Student Assessment

Multiple facets of assessment include:

• Students are asked to make a self-assessment of their language level while completing their Enrolment Form.
• Students take the placement test, which includes 46 multiple choice questions, which is due to change to the new Berlitz placement test by end 2023.

D. Ongoing assessment (each lesson)

Teachers have a responsibility to monitor students in class to determine their progress, react to their needs and provide students with constructive feedback.

E. Progress tests

Students and/or teachers are free to request progress tests as and when they feel students are ready to change levels.  The Academic Department prepares level tests which test listening, reading, writing and speaking.

F. Academic Resources

In order to maintain a high quality of academic resources:

• Students and teachers are to follow the Berlitz syllabus and use the Berlitz teaching and learning material
• Materials are separated by course type and lesson times
• An inventory of books at least once a year
• The school provides annual subscription to online materials e.g., Linguahouse
• Teachers have access to additional reference materials in the teachers’ library and on the Berlitz website
• Approved in-house materials are available for use by all teachers
• Condition of all resources and their organisation is monitored by the Academic Office

In addition, materials are reviewed regularly, with the assistance of student feedback and teacher feedback; new materials and subscriptions are purchased if required, or periodically when recommended or requested by teachers.

Accommodation

Host families are inspected prior to being accepted to ensure that both the accommodation and spoken English of the Host Family meet the required standards. Subsequent inspections are carried out at least once a year to further ensure that standards are being maintained. In addition, should there be any concern(s) raised by students, a visit to the Host Family may be required to help resolve the concern. There is a section within the End of Course Feedback Forms that relates to accommodation.

Leisure Activities

The leisure activities available on a weekly basis are adapted by the Service Provider and is at times discussed with the school depending on the students’ interests.

Feedback Review Policy
 

Student Feedback

Feedback on arrival

Start of course questionnaires are given to students on the first day and can be submitted on the same day or in their first week.

Feedback during course

There are a number of opportunities for students to give feedback during their course:

• On their first day (and in the Student Handbook), students are advised that they are welcome to speak to the school about any areas where they may have questions;
• In addition, there is a suggestions box available in reception for students to post additional comments;

End of course feedback

End of course feedback questionnaires are issued with the end of course certificates on a weekly basis. When these are returned, they read by the General Manager and Sales and Marketing Manager. The General Manager decides if any action is required based on the feedback given. This usually involves requesting a brief meeting with concerned departments and then based on this, a decision is taken as to whether to contact the student concerned. If it is found that a system within the school needs to be amended/adjusted this is then actioned.

Complaints Form 

For Official Use Only

Human Resources Policy

Job Descriptions

General Manager

The General Manager is wholly responsible for the running of the school in all its aspects to ensure continuous profitability as expected from the investors. In order to achieve this the GM will do all in their power to try to increase revenue, contain costs and improve efficiency and quality within the school, with help from their superiors at head office.

In all instances the GM will draw all the necessary assistance, support and back up of all the school’s staff as he/she deems necessary. The school GM will report directly to the SMS General Manager and the Board of Directors re important developments within the school.

The following is an outline of the basic duties of the school GM:

• Reviews the school’s organizational set-up from time to time to ensure a continuous streamlined operation
• Ensures that all necessary school permits and licences are kept up-to-date
• Deals with SMS Board of Directors, ELT Council, FELTOM, ETS re operational issues
• Together with Accreditation Officer, ensures that the school meets all the requirements of both the ELT Council and FELTOM’s accreditation criteria
• Preparing school budgets, financial statistics, KPIs and monitoring expenses/income and involves himself with other accounting matters, together with Sales and Marketing Manager and Accounts department
• Seeing that the school operates within budget
• Together with Sales and Marketing Manager and Accounts Department, ensures that all monies owed to the school are collected
• Authorizes all invoices for payment
• With the help of the various school departments, constantly explores new avenues to maximise school’s profitability
• Sets up any necessary regular dialogue systems, e.g.: Academic staff meetings, office meetings
• Office staff recruitment in conjunction with Sales and Marketing Manager
• Liaises with DoS over teacher recruitment
• Ensures that entire office staff and teachers gel together as an efficient team in a conflict-free work environment
• Office staff appraisal, performance and other staff issues such as leave control, etc
• Involves himself, together with Payroll with regard to office staff and teachers when it comes to employment conditions, tax requirements, etc
• Ensuring clients’ overall satisfaction vis-à-vis all aspects of their stay – from start to finish by coordinating with the various departments within the School
• Encouraging team to continuously seek to improve the School’s product in all its aspects
• In the event of customer complaints, ensures that these are dealt with in a professional, timely manner
• Ensuring that accommodation department is on top of things with regard to host families and the School residences and vets them regularly
• Constantly keeps himself updated with what is happening in the ELT world in all its aspects
• Liaising with the Sales and Marketing department to ensure that the school is being adequately marketed/advertised/represented in potential markets. This would include agents’ familiarisation visits to the school and ensuring that website, brochure, school stationery, social media and other forms of advertising are up-to-date
• With Sales and Marketing help in the periodic preparation, design and printing of the school brochure
• Ensure that Sales and Marketing are constantly updating the school website in line with the school requirements
• Supervises the welcoming of new arrivals
• In conjunction with DoS and Academic Coordinator, coordinates the purchasing of teaching material, upkeep of IWBs + other electronic equipment, books, computer programmes, and teacher training, etc
• Together with School Administrator, liaises with school’s maintenance team in order to ensure that the school property is well-maintained
• Together with School Administrator and Accounts Officer, ensures that we are on top of things with regards to the supply of stationery, photocopy paper and other consumables
• Any other duties related to the overall running of the school

Director of Studies

The DoS is responsible for the running of the academic side of the business and liaises with the GM when taking decisions pertaining to this area.

Following are the basic duties for this position:

• Ensures that the school premises meets all requirements of both the ELT Council and FELTOM’s Accreditation Criteria (In other words, they are the School’s ACCREDITATION OFFICER)
• In their role as Accreditation Officer, they are in charge of scheduling regular meetings with the various departments to make sure information held in the accreditation file is correct at all times
• Ensures that the school meets all academic requirements of both the ELT Council and FELTOM’s accreditation criteria
• Utilizes the right number of teachers in proportion to the number of students present at the school at any given time, thus ensuring the right balance of quality teaching and profitability
• Explores new course options to add to the school’s revenue/profitability
• Taps into all possible funds available (for e.g., Erasmus) in order to make the School’s courses more attractive to prospective students
• Keeps academic records up-to-date in our CLASS system for ease of reference, without compromising the school’s position vis-à-vis recent data protection developments
• Sets up regular meetings with teachers to keep them abreast of academic developments in the school
• Together with the GM, helps in academic staff recruitment
• Ensures that teachers gel together as an efficient team in a conflict-free work environment
• Regular teacher appraisals and maintaining of academic staff portfolios of teachers presently on the school’s books
• Coordination and implementation of CPD courses for teachers
• Responsible for the school’s academic programmes and designing of new courses where required (including TEFL cert., TELT, Erasmus and PSE courses)
• Monitors of teachers and teaching methods used (including class observations)
• Ensures that the School’s clients are satisfied with their tuition
• Deals with academic complaints in an efficient and timely manner
• Together with the Academic Coordinator, ensures students are assigned in their respective classrooms using a set number of criteria according to their placement test results
• In charge of reviewing/updating student placement, progress and end-of-course tests
• Constantly keeps themself updated with what is happening in the ELT world in all its aspects, both locally and on an international level
• Liaises with marketing department to ensure that the academic info related to the school is up-to-date so that the School can be marketed as efficiently as can be
• Liaises with school GM in the purchasing of teaching material for the school
• In charge of syllabus design for the various courses on offer at the School
• Administration of teaching resources
• Formulates replies relating to academic queries when these are levelled by clients & agents
• At times would need to replace teachers who are unwell or indisposed when no suitable replacement can be found
• Helps marketing department during school agent show rounds
• Supports the school GM to ensure the smooth running of the whole operation
• Assists other staff when pressure of work dictates it
• And any other duties that are in line with the job title that may be assigned from time to time

Sales and Marketing Manager

In carrying out these duties, the Sales & Marketing Manager will draw on the help and assistance of the sales and marketing team under her responsibility (Sales and Marketing Executive and Accommodation Officer).

The Sales & Marketing Manager will liaise with the school GM and keep him informed on all matters relating to her duties so as to ensure smooth communication amongst all the School  departments, thus ensuring continued improvement in the way the school is managed.

• Marketing in all its aspects
• Monitors all bookings and related correspondence
• Responsible for the staff members of the marketing team
• Keep tabs on any debtors (in liaison with the School accounts person)
• Maintains adequate statistics as tools to help improve the School’s performance
• Is aware of what clients are writing in our end-of-course evaluation in order to help improve the school’s operations
• Helps to ensure client satisfaction on arrival and throughout their stay
• Maintains price lists for both clients and agents
• Determines prices for group packages
• Sets commission rates for the School’s agents
• Liaises with the GM on the production of school brochure
• Liaises with the various sections in order to coordinate website content
• In charge of all advertising related to sales and marketing of the School’s services
• Attends workshops for the School – preparation for same plus follow-up
• Responsible for liaising with SMS IT on issues relating to Class.Net
• With the DoS, ensures any prolonged absences – especially with clients requiring visas are addressed
• In charge of “Fam Trips” (familiarisation trips) for agents at the school
• Is the face for the School when liaising with its agents
• Thinks up new marketing projects to better promote the school
• In charge of printing and supply of any marketing-related material for the school (in tandem with School Administrator)
• Deals with all agents – maintaining agents’ files/ corresponding with agents/sending all new prices and offers to agents
• Prepares and promoting packages for prospective groups
• In charge of costings for Junior Summer Programme and Group Requests
• In liaison with the School’s Accommodation Officer, ensures adequate accommodation for the school’s students
• And any other sales and marketing duties required from time to time

School Administrator

• To assist the General Manager with the overall operation of the school
• Maintains the school’s accreditation file in tip top condition at all times
• Responsible for CPD related to their role as Accreditation Officer
• Is the person in charge of corresponding with FELTOM and ELT Council with regard to accreditation issues. In such cases GM is to be always kept in copy
• Assists all other school departments as and when required
• Offers excellent customer service to our students and agents
• Oversees the general maintenance and cleaning of the school premises and student apartments
• Is responsible for all stock control and rotation
• Deals with suppliers and providers on a regular basis
• Maintains filing and storing of all school documentation
• Runs the internship programme and supervising all interns associated with the school
• Is responsible for Health & Safety, First Aid and Fire Safety
• Works with Education Authorities to ensure full compliance and accreditation and statistics
• Works with the Leisure Department to create, sell and run the school activity programme
• Contributes to the improvement, development and expansion of products and services.

Accounts Administrator

• Liaises with the accounts department at head office with regard to the daily payments for courses, accommodation, etc
• Ensures that all students taking courses at the School have paid their dues
• Checks invoices/credit notes for commission/cancellation issued
• Keeps a log of any credit vouchers
• Together with the General Manager and Sales and Marketing Manager, chases debtors and ensures they settle their dues
• Responsible for the collection of and accounting for all payments for tuition, accommodation, transfers, activities, commission from these services and any other sales
• Monitors/processes any refunds/credits
• In tandem with Sales and Marketing Manager, ensures that booking officers remind prospective clients of the need to pay deposits on bookings when these are due;
• Issues regular statements for agents and inform them of any outstanding invoices when these are due
• Maintains all the School accounts within ACCESS and CLASS (allocations, post batches, etc with adequate hard copy backup)
• Checks and processes for payment all invoices received from suppliers. In the case of accommodation income, it is to be ensured that timely payment has been received from clients before invoice is processed for payment
• Maintains an adequate petty cash float
• Collects and accounts for all cash receipts
• Helps in the supervision of student register maintenance in order to ensure that no shows are cancelled by booking officers
• Together with the DoS or Academic Coordinator, checks teaching hours in order to liaise with SMS Payroll Department for payment to be processed
• Together with the Accommodation Officer, checks host family allocation in order to liaise with SMS Payroll for payment
• Is responsible for the collection and return of apartment deposits
• Any other duties relating to accounts arising from time to time

Accommodation Officer

• Maintains all information related to our school residences on Class.Net (, beds, occupancy charts, etc)
• Maintaining accommodation-related files of the properties leased in the school’s name in an orderly manner
• In charge of processing all school residence requests for the School and liaising with the Sales and Marketing Department in order to ensure this information is made available in a timely manner
• Ensuring that all accommodation charts related to the above are kept updated
• Has to maintain an open communication channel with the School residence owners, making sure that the properties are always well-maintained
• Informs our maintenance people of any works that need to be carried out in the residences
• Regularly inspects the residences to ensure they are kept clean at all times
• Draws students’ attention when residences they are staying in are not being kept in an orderly manner or when neighbours complain about noise
• Keeps copies of all contracts entered with owners of our residences up-to-date
• Regularly checking student evaluation sheets and acting upon the areas concerning the school residences
• Updating info and pics of our school residences on a regular basis, to ensure booking officers send the right info to prospective clients and agents
• Updates Host Family Portfolios
• Makes regular visits to host families to ensure standards are being kept
• Confirms airport transfers for our existing bookings (especially those staying in our residences), ensuring no one is left stranded
• Ensures that our airport reps have adequate information of incoming students and enough welcome envelopes and information booklets to give to our clients on arrival
• Show-rounds for agents who would like to visit our school residences
• Assists rest of the team in welcoming students on their first day
• Makes sure residences are in tip top condition at all times
• From time to time will be asked to manage some of the rooms in the residences on Airbnb, making sure to maximise profitability in this area
• Makes sure to keep General Manager, Sales and Marketing Manager and School Administrator informed when there are serious issues with our residences or when contracts are up for renewal
• Is responsible for the School emergency phone 24/7
• And any other duties assigned to them from time to time

Academic Coordinator

• Together with DoS, oversees that teachers keep attendance sheets up to date
• Works with the DoS to compile and deliver CPD sessions
• Conducts lesson observations and follow-up feedback sessions
• Ensures that all academic equipment (IWBs, Teachers’ PCs, copiers, etc) are well-maintained at all times
• Assists DoS with answering enquiries for our TEFL Cert and TELT courses
• Responsible for ensuring all students are supplied with welcome packs and course books pertaining to their levels
• Together with DoS, in charge of ensuring we have an adequate supply of course material for our students
• Archives all academic material
• Assists the school team with any operational requirements
• With the DoS, prepares timetable and classing of students
• Assists DoS with correction of placement and progress tests
• Supplements our academic staff by teaching for a number of lessons per week
• Together with General Manager, fills in for DoS when on leave
• Prepares end of course certificates
• And any other duties related to the role arising from time to time

Sales and Marketing Executive

• Processes bookings coming from our agents (airport transfers/tuition/accommodation)
• Helps the Sales and Marketing Manager with agent show rounds
• Checks of invoices of students to ensure they are correct
• Manages correspondence from agents and maintaining the respective agents’ files
• Together with Accounts Liaison Officer, ensures that all of booked clients have paid their dues
• From time to time may be asked to participate in agent workshops (at times abroad) to help market our school
• Chases all agent enquiries received and maintains files of booking in progress
• Sends out of mailshots to market school
• Assists with preparing agent packs
• Makes sure to enter the correct course details in Class.Net and ensures that these are amended if student decides to change anything
• Updates agent information on Class.Net, including commission rates, etc
• Updates all course information in Class.Net and ensures information is correct
• Assists the team with welcoming students on their arrival
• Keeps contact with students to ensure client satisfaction throughout their stay
• Actively searches for sales opportunities and new agents
• And any other Sales and also Marketing duties required from time to time

Reception

• Greets students and welcomes visitors to the school
• Learns about the school’s products and services and keeping up-to-date with changes
• Provides help and advice to students using the School’s products and services
• Answers visitors’ enquiries about the company, directs visitors to appropriate contacts, answers calls, arranges for students/agents to meet with company staff
• Prepares student cards, procures student testimonials when required by management, chases students for library books and DVDs
• To integrate with students, identify possible problems and act as a source of information for students. Helps in solving students’ and clients’ common issues by liaising with the various departments within the school
• Responsible for up-selling and promoting and selling the School’s weekly leisure program
• Help other departments with office duties when they’re inundated with work

Teacher

• Prepares and conducts lessons for the school’s students
• Teaches General English, Business English, English for Specific Purposes, and Exam Preparation classes, depending on the teacher’s experience, qualifications, and abilities
• Teaches learners of different age groups
• Conducts needs analyses when new students join their classes
• Selects and prepares classroom materials such as photocopies, cut-outs, etc
• Sets and corrects homework
• Continually evaluates learners’ progress to ensure that learners are in the right class and are progressing
• Strives to ensure that learners are engaged throughout their lessons
• Maintains classroom control
• Writes weekly work plans outlining the lesson systems and skills and keeps record of the lesson contents
• Takes attendance and maintains the attendance sheet
• Monitors learners’ progress

Accommodation Policy

Accommodation Duties                            

 Yearly:

• Accommodation Officer carries out the contracting with host families, hotels and other partner accommodation third parties, with the Sales & Marketing Manager, School Administrator and General Manager. Records of contracts are kept in the Accommodation Office.
• Prior to expiration of contract dates, the Accommodation Officer, Sales and Marketing Manager, School Administrator and General Manager review the agreements in order to confirm continued use of the accommodation provider.

Bi-Yearly:

• Accommodation Officer carries visits with host families to confirm that all hosts comply with our policies. They fill the checklist document.
• A soft-copy of the host family profiles is logged in the school shared folder.
• A hard-copy record of host family visits is kept in the cupboard behind the Accommodation Desk (level 1).
• Any irregularities found are discussed with the Sales & Marketing Manager and General Manager, and interviews are carried out with the host family regarding the issue/s and the recommended corrective action/s.
• If the issue persists, the host family is removed from our list of partners.
• Accommodation Officer carries out spot-checks to ensure that all standards are met.

Every Monday:

• Accommodation Officer enters Class.NET and prints the arrival and departures lists from the Reporting folder.
• Any missing records of flight details are forwarded to the Sales & Marketing Department for confirmation. The Sales & Marketing Department will contact the student enrolling or the relevant agent and retrieve the information as appropriate.
• Students in-house may also approach Accommodation Officer directly if they have had any flight changes and require a new departure transfer arrangement. The student is then informed of their new transfer and provided an information slip with all details.

Every Wednesday:

• Accommodation Officer compiles arrival and departures lists with all relevant information, adds reference codes as relevant, and re-prints the finalized document.
• Copies of the finalized transfer document are forwarded to the Transport Provider and to the Malta International Airport for processing.

Accommodation Bookings                                

• Accommodation Officer receives copies of student bookings from the Sales & Marketing Department and processes each case as necessary as below.
• In the case of a student or agent request for information or guidance, Accommodation Officer forwards a list of best prices, availability according to budget, suggestions as to alternate dates or accommodation types etc.

Hotel Bookings:

• The main hotels partnered with the school are Bayview Hotel and Bluebay Apart-hotel, although the Sales and Marketing Department and/or Accommodation Officer interacts with all hotels in the area when making enquiries.
• Hotels are booked through email, with a follow-up phone call as and when necessary.
• All hotel payments are invoiced to the Accounts Liaison Officer.

Host Family Bookings:

• A soft-copy of the host family profiles is logged in the school’s shared folders.
• A hard-copy record of host family visits is kept in the cupboard behind the Accommodation Desk (level 1)
• Host families are contacted on an individual basis regarding availability and bookings, usually by phone.
• Once booking is confirmed Accommodation Officer sends the host family a Booking Confirmation letter. This document is signed by the host, returned and filed in the Accommodation Desk (level 1) for future reference.
• All host family payments are invoiced to the Accounts Liaison Officer directly.

Apartment Bookings:

• The School’s current apartments are PARK LANE, located at 51/53, Triq Guze Miceli, Gzira. They are approximately 5 minutes away on foot.
• When the Accommodation Officer receives a booking, he assigns the student to an apartment according to the following: age, sex and nationality.

Complaints

Complaints Received During Stay:

Student Complaint

• Student may report any issue with their accommodation directly to Accommodation Officer at the Accommodation Desk (level 1), via email or phone call.
• Accommodation Officer assesses the reason/s the student has made the report and, if deemed valid, re-assigns the student appropriately.
• If a student is staying at a Host Family, the Accommodation Officer follows up complaint regarding the family by meeting the host family and suggesting corrective measures to avoid repeat complaints. If the issue persists, the host family is removed from our list of partners.
• If the complaint is regarding an apartment, the Accommodation Officer assesses the complaint and investigates to be able to respond/take action as required.

Host Complaint

• Host family may report any issue with their assigned student directly to Accommodation Officer at the Accommodation Desk (level 1), via email or phone call.
• Accommodation Officer assesses the reason/s the host has made the report and, if deemed valid, re-assigns or informs the student appropriately.

Complaints Received After Stay:

Direct Complaints:

• Student and/ or Agent may contact the school with feedback post-departure via email or phone call.
• Accommodation Officer assesses the reason/s the student has made the report and, if deemed valid follows up complaint regarding a host family by meeting the host family and suggesting corrective measures to avoid repeat complaints.
• If the issue persists, the host family is removed from our list of partners.
• Complaints regarding hotel, apartment or hostel residence are forwarded to the relevant third party and are handled accordingly.

End of Course Evaluation Form:

• Administration Assistant produces a weekly report on student feedback recorded from end of course evaluation forms which are forwarded to the Accommodation Officer if relevant.
• If the student has left a sufficiently detailed report of the issues encountered, the Accommodation Officer assesses the reason/s the student has made the report and, if deemed valid follows up complaint regarding a host family by meeting the host family and suggesting corrective measures to avoid repeat complaints.
• If the issue persists, the host family is removed from our list of partners.
• Complaints regarding hotel, apartment or hostel residence are forwarded to the relevant third party and are handled accordingly.
• If the student has left an insufficient report, the residence in question is flagged and if further issues are reported, the above actions are taken.

Resource Policy

• As part of the Berlitz co-branding, Berlitz | English Language Academy is to purchase all teaching resources from Berlitz International.
• Berlitz | English Language Academy is to provide all students with Berlitz learning material.
• Berlitz International will provide all of Berlitz | English Language Academy’s staff members with access to the digital library once the Academic Staff is all trained to use the Berlitz Method, as well as once the transition is complete.
• Berlitz | English Language Academy is to consult Berlitz International prior to using any other supplementary resources other than the ones already provided by Berlitz International, when the transition period is over.
• Berlitz | English Language Academy does not require vetting or permission from Berlitz International to use any Exam Preparation Material.

Minor Supervision Policy

Student Travelling Alone

Parents of Minors travelling alone must complete a Parental Consent Form upon booking.

Minors will be supervised by teachers during their lessons, by host families while they are at home, and by a member of staff during break times. If students have activities, a member of staff (or group leader) will accompany the student on the activities. The ratio of leaders per minor students is 1:15.

Minors must follow the rules and regulations as laid out by the School and host families, that cover curfew times, house and school rules. Minors are not allowed to leave host families without permission and must return as stipulated by the host family.

Host families are to ensure minors are supervised overnight, and must also notify the school if a minor student is late and/or if the host family is unaware of the minor students’ whereabouts. 

Student Travelling with Parents

Parents must accompany their children at all times, unless they are in class. Minors will be supervised by teachers during their lessons. During break times, parents assume responsibility for their children unless agreed differently with the School.

Student Travelling in Groups

Students travelling in Groups (e.g., school groups) must be either accompanied by a leader who will act as (loco parentis) their legal guardian in Malta (the ratio of leaders per minor students is 1:15) and/or the school will assign a member of staff as their official leader in Malta. Minors will be supervised by teachers during their lessons, by host families while they are at home, and by a member of staff during break times. If students have activities, a member of staff (or group leader) will accompany the student on the activities.

Code of Ethics

The purpose of the Code of Ethics is to describe both the academic and moral principles upon which Berlitz | English Language Academy staff is expected to base their conduct and professional practice.

All staff members are expected to:

• Fulfil the promises stated in their guiding statements, policies, contracts and promotional materials
• Strive for excellence
• Nurture a culture of care in which the education, safety and well-being of students and others are paramount
• Comply with applicable laws and regulations
• Respect the dignity and equality of all individuals, groups and cultures
• Promote global citizenship

Core standards for Berlitz | English Language Academy

 School Purpose and Direction 

• The school’s purpose, direction and decision-making are guided by a clear Mission Statement
• The school’s Mission Statement is in conformity with ELA’s Code of Ethics, intercultural learning in line with wide scope recruitment from various countries upholding different cultures, traditions, religion and values
• The school is committed to the values of inherent in the UN Convention on the Rights of the Child (1990)

The Curriculum

The documented curriculum is broad, balanced and sequenced in a way so as to promote the student’s access and progression, and is guided by the mission of the school and the needs of the enrolled students.

Teaching and Assessing Learning at Berlitz | English Language Academy

Teaching enables all students to gain access to the curriculum and to have the opportunities for success in their learning, relative to their abilities

There are effective procedures in place, supported by policies, to identify the varied needs of students, both at admission and whilst enrolled, to ensure that all students may benefit from the school’s programmes.

CPD Policy

Teachers are responsible for ensuring enough CPD is done to renew their ELT Permit, however, the school will give advice and assistance on accredited CPD sessions, both in-house and external.

Induction Policy

New teachers at Berlitz | English Language Academy are required to provide the following documents to the Director of Studies (Katrin De Fex Marriaga) and/or Academic Coordinator (Frank Tropman) on their first day of work:

• Clean police conduct certificate
• An updated CV
• Copies of relevant qualifications (e.q. TEFL, TELT, CELTA, etc.)
• A copy of their valid ELT permit or proof of application

New teachers are required to go through the Teacher’s Handbook with either the Academic Coordinator or of Studies or Director of Studies on their first day of work, where their weekly and daily duties will be outlines in detail and they can ask questions.

New teachers will be assigned a teacher mentor for their first two weeks at the school. The mentor will show the teacher things such as: the academic resources; the photocopiers and stationery; where to find blank attendance sheets, student feedback forms, and weekly plan templates; how to fill out timesheets.

Learner Dismissal Policy

 Berlitz | English Language Academy students can only be dismissed from class if:

• They arrive more than 15 minutes late for their lesson without a valid reason. These are to be readmitted after the break
• An examination student may be sent out if he repeatedly fails to show commitment. This would include repeatedly failing to submit homework set by the teacher without any plausible reason. In this case agent/parents are informed is student is under 18 years of age
• If a (junior or teen) student disrupts the class to the detriment of his peers, the teacher should first try to resolve the issue within the confines of the classroom. If this does not work s/he is to be sent down to the DOS’s office, accompanied by the class teacher for further action to be taken;

Procedure

• The first step by the DoS is to dismiss the culprit with a stern warning that if the (mis)behaviour repeats itself, first the group leader and then the agent and/or parents will be informed accordingly and school certificate will be withheld
• The next step would be to carry out the procedure mentioned in the previous point
• Failure to comply with the rules would result in sending the student back home earlier than anticipated. This is only resorted to in extreme cases
• Minors may also be sent back home should they repeatedly break the rules laid down by the school with regard to host families’ house rules including curfews, (mis)behaviour on outings, etc

Occupational Health and Safety Policy

Goals

This policy:

• Shows the commitment of Berlitz | English Language Academy’s management and workers to health and safety
• Aims to remove or reduce the risks to the health, safety and welfare of all workers, contractors and visitors, and anyone else who may be affected by our business operation
• Aims to ensure all work activities are done safely

Management:

Will provide and maintain as far as possible:

• A safe working environment
• Safe system of work
• Facilities for the welfare of workers
• Information, instruction, training and supervision that is reasonably necessary to ensure that each worker is safe from injury and risks to health
• A commitment to continually improve our performance through effective safety management.

Staff:

Each employee has an obligation to:

• Comply with safe work practices, with the intent of avoiding injury to themselves and others and damage to equipment
• Take reasonable care of the health and safety of themselves and others
• Wear personal protective equipment and clothing where necessary
• Comply with any direction given by management for health and safety
• Report all accidents and incidents on the job immediately, no matter how trivial
• Report all known or observed hazards to their supervisor or manager

Implementation of Policy

The General Manager will ensure that all employees have access to the Health and Safety Policy. Also, employees should know where the first-aid kit is located, have a copy of the emergency plan

and be trained on the emergency plan and evacuation procedures.

Risk Assessment:

• Will be undertaken for all members of staff, work activities and systems annually.
• Identifies the hazards, who might be harmed and how and evaluates the risks

If there are no hazards, there are no risks. Where risks are already controlled in some way, the effectiveness of those controls needs to be considered when assessing the extent of the risk that remains. The results of the risk assessments will be recorded in writing, and safety procedures adjusted to ensure adequate levels of health safety and welfare.

Specific Safety Rules:

• Observe and practice the safety procedures established for the job
• If you spot any possible hazardous situation report it to your supervisor immediately
• In case of sickness or injury, no matter how slight, report at once to your supervisor. In no case should an employee treat his own or someone else’s injuries. In case of any accident resulting in a severe injury, the employee is not to be moved until medical attention has been given by authorized personnel
• Where required, you must wear protective equipment, such as goggles, safely glasses, masks, gloves, hair nets, etc
• Do not operate machines or equipment until you have been properly instructed and authorized to do so by your supervisor. Keep your work area clean
• Observe smoking regulations
• Do not block access to fire extinguishers
• Do not engage in practices that may be inconsistent with ordinary and reasonable common sense safety rules

Policy for Replacing Absent Academic Staff

In the event of illness or emergency Academic Staff are to contact either the Director of Studies, Academic Coordinator or the General Manager by 07:00 on the morning in question by telephone call.

The Director of Studies will contact a replacement teacher if possible. If a replacement teacher is unavailable, the class will be taught by the Academic Coordinator or the DoS.

Later on in the day, the DoS will contact the original teacher to confirm their attendance for the following day. In the event that the original teacher cannot resume teaching the following day, the aforementioned procedure will continue to take place.