Practicum
LanguGroup Activity
POLICIES AND PROCEDURES HANDBOOK
Customer Service Diploma
Disclaimer: While all information in this Handbook is accurate at the time of publication, the contents of this
handbook may be subject to updates as communicated by the Senior Executive Team.
2013
PRACTICUM POLICIES
CUSTOMER SERVICE PRACTICUM
Welcome to your Practicum!
Part 1: Coursework
Students are expected to successfully complete the required coursework to continue to the Practicum
component. To continue to the Practicum (Term IV) students must completed all courses with a minimum
grade of 70% in Terms I, II, & III.
Part 2: Practicum
Students will leave the ILAC campus in order to begin their practicums. Placements will be arranged in any
Business, tourism and hospitality field for the purposes of applying the knowledge and skills learned in class.
The work placement duration will not exceed 50% of the entire program duration. Students are required
to maintain their attendance while participating in the placement.
Students may suggest or request placements but all placements must be approved by the Practicum
Department.
Student performance will be reviewed at the 30 day check-in, the midpoint evaluation and the endpoint
evaluation. Students are also required to complete and submit a practicum journal.
Part 3: Term V
Upon successful completion of the practicum, students will continue with their studies for a final term.
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POLICIES AND PROCEDURES
1.
Before the start of a placement, students are required to submit:
• Proof of volunteer or work experience (minimum 25 hours) – a resume or letter of
reference is acceptable
• Proof of grade 12 graduation
Additional Requirements for International Students:
• Proof of valid visa(s) and immigration documentation
• Proof of English level (level requirement varies by program)
o Candidates need to take ILAC Placement test
o Candidates may have a qualifying speaking test
• Proof of medical insurance
2.
Orientation at ILAC
• Students will have an orientation meeting with the Practicum Department
• During the orientation meeting students are informed of the policies:
o Students are required to complete all pre-requisite courses with a minimum
grade of 70%
o Students cannot start to work before the date set in their Work Term
Agreement
o Students cannot work more hours than set out in their Work Term Agreement
o ILAC will arrange practicum placements. If a student wishes to select their own
placement, ILAC must approve any placement in order to be sure that it fits in
with their program before they can start the practicum
o Student must inform ILAC of any changes in their situation
o Students must maintain attendance according to the attendance policy
o International Students: Failure to comply by ILAC policies and procedures will
result in ILAC informing CIC of violations of the policies
o Review Employment Standards Act
 BC www.labour.gov.bc.ca/esb/esaguide
 Ontario www.labour.gov.on.ca/english/es/
o Review Workplace Health and Safety Standards
 BC www.worksafebc.com/
 Ontario www.labour.gov.on.ca/english/hs/
o Review Employment taxes and tax refunds
 www.cra-arc.gc.ca/tx/nnrsdnts/ndvdls/ntl-eng.html
o Review how to obtain a SIN in Canada
 www.servicecanada.gc.ca/eng/sc/sin
o Review Conflict resolution policy
 Located in student policy and procedure handbook
www.ilac.com/files/5213/7366/2497/Student_Policies_and_Procedur
es_Handbook_2013_12-07.pdf
• Students will receive a form and Documents Checklist, which outlines the required
documents the student must have to begin their practicum
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3.
Pre-placement Meetings
 Students must hand in to the Practicum Department all the forms and documents as outlined on
the documents checklist
 Students will be assigned a schedule to attend pre-placement prep meetings to create/revise
resumes, cover letters and prepare for the host interview
4.
Five weeks before the placement starts
Students must have their completed cover letters and resumes completed and signed off by ILAC Practicum
Department. Failure to comply with this may result in a delayed start date. If cover letters and resumes are
not received one week after receiving notice from the Department, the program may be cancelled.

Host site matching will depend on a variety of factors which include but are not limited to:
o Language Capabilities
o Experience
o Availability to work
o Education
o Host Company’s Requirements and Canadian Labour Laws
 Interviews may not always be required to secure a job offer
 A maximum of 4 interviews will be offered **
 If a student is offered a placement, additional interviews will not be granted because ILAC has
fulfilled its obligations to you
 Candidates will receive a confirmation of placement offer from ILAC and/or the Host Company
** in the event a student is unable to secure a placement after the 4 th interview, the Practicum Department
will work with the students to determine what skill support the student requires and provide additional
support (ie. interview skills workshop)
5.
Placement policies/procedures
 Students must follow policies, procedures and practices of ILAC before being
represented/promoted by ILAC
 Students must follow policies, procedures and practices of the host company and behave as
responsible professionals at all times
 Any transgression of the organization’s policies, procedures or practices (including unwarranted
absences) may result in the immediate termination of the placement
 Students may also be dismissed at any time for CAUSE (including poor performance,
misrepresentation of skills/education, lack of punctuality, unwarranted absences inability to
perform required task, etc.)
 If students are dismissed for cause or transgressing any ILAC, Host or placement agency policies
they will not be placed elsewhere because of damages to ILAC’s reputation among partners and
professional Canadian organizations
 ILAC may cancel any student’s program if they believe they have broken laws or for misconduct
 I will be assigned a Placement Monitor
 Students are required to demonstrate Mastery in the final Occupational Evaluation
 Students are required to complete and submit a placement journal
6.
Placement
 Students must follow policies, procedures and practices of ILAC before being
represented/promoted by ILAC
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Students must follow policies, procedures and practices of the host company behave
as responsible professionals at all times
Any transgression of the organization’s policies, procedures or practices (including
unwarranted absences) may result in the immediate termination of the placement
Students may also be dismissed at any time for CAUSE (including poor performance,
misrepresentation of skills/education, lack of punctuality, unwarranted absences
inability to perform required task, etc.)
If students are dismissed for cause or transgressing any ILAC, Host or Internex
policies they will not be placed elsewhere because of damages to ILAC’s reputation
among partners and professional Canadian organizations
ILAC may contact Canadian Immigration or other governmental authorities if a
candidate is fired with CAUSE
ILAC may cancel any student’s program if they believe they have broken laws or for
misconduct
ILAC will inform Hosts and Canada Immigration for any hours where the required
hours are not completed
Student Policy and Procedures Handbook
For a full description of ILAC Student Policies and Procedures please review the handbook at
www.ilac.com/en-ca/programs/program-information/brochures
Disclaimer: While all information in this Manual is accurate at the time of publication, the contents of this
handbook may be subject to updates as communicated by the Senior Executive Team.
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CUSTOMER SERVICE PROGRAM
DOCUMENT CHECKLIST
1.
Reviewed Program Policies and Procedures & Student Handbook
2.
Copy of Study Permit provided (if applicable)
3.
Copy of Work Permit provided (if applicable)
4.
Health Insurance (if applicable)
5.
Resume (CV)
6.
Cover Letter
7.
Reference Letter (Employer, Teacher, etc.)
8.
SIN Number
I have read and agree with the Policies and Procedures
_________________________________________
_________________________________________
Student Name
Date
_________________________________________
Student Signature
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