Student support: enabling the learner journey

Description

This research investigated how registered training organisations (RTOs) could better support the needs of students throughout their learner journey for them to succeed in their training. The research identified six key characteristics of effective student support, when and how support needs are identified and provided to students through their learner journey, and the barriers faced by RTOs and students when delivering and accessing student support. Through case studies of RTOs with high completion rates and/or high student satisfaction with student support services, the research aimed to provide examples of how effective student support is practiced.

Summary

About the research

This research examines how registered training organisations (RTOs) can more effectively support students throughout their learner journey to help them to succeed. It explores the key characteristics of effective student support, the points at which support needs are identified and delivered, and the barriers that both students and RTOs face in accessing and providing support. Using case studies of RTOs with high qualification-completion rates and/or high student satisfaction with student-support services, the research provides examples of effective student support in practice.

Key messages

• Six key elements of effective student support were identified as important for student success:
  • a whole-of-institution approach
  • early engagement with students and relevant stakeholders (for example, parents, employers, external support services)
  • high-quality training delivered by caring experts
  • continuity of support throughout the learner journey
  • holistic and individualised support
  • strong relationship-building.

While these elements were common across the case-study RTOs, their implementation varied in practice.

• RTOs identified and addressed student support needs at different stages of the learner journey, including pre-enrolment/enrolment, course commencement, during ongoing study, nearing completion, during assessments and in work placements. Some support strategies were implemented during specific stages of the learner journey, while others extended across multiple stages or during the entire learner journey.
• Providing effective support for key priority groups, such as First Nations students, culturally and linguistically diverse (CALD) students and students with disability, requires early engagement, individualised and holistic support, and an environment of cultural safety to address the unique challenges faced by these learners.
• Several challenges can hinder the provision of effective student support, including:
  • RTO-based challenges (for example, staff shortages, time constraints and limited funding)
  • student-based challenges (for example, behavioural barriers, learner capabilities and mindset)
  • external challenges (for example, unsupportive work environments).

Executive summary

This research investigates how registered training organisations (RTOs) can most effectively support students to succeed in their training, focusing on qualification completion. It examines:

• the key characteristics of effective student support
• when and how support needs are identified and provided throughout the learner journey
• the barriers faced by students and RTOs when accessing and delivering student support.

An important aspect of this research was capturing perspectives from both RTO staff and students. Through case studies of RTOs with high qualification-completion rates and/or high student satisfaction with student-support services, the research provides examples of effective student support in practice.

Key characteristics of effective student support

Six interconnected elements were identified as important for student success.

A whole-of-institution approach

Fostering student success requires a sustained, organisation-wide commitment to embedding student support across the entire learner journey, from pre-enrolment to completion. A student-centred, whole-of-institution approach ensures that well-defined support structures are in place and delivered through collective approaches by skilled and well-supported staff.

Early engagement with students and relevant stakeholders

Timely engagement enables learner support to be embedded from the outset. Engaging not only with students but also with parents, employers and external support services helps to create a strong network of support.

High-quality training delivery by experts who genuinely care

Training delivered by highly skilled, responsive and passionate training and support staff is fundamental to effective student support. These professionals proactively implement support strategies before students become disengaged.

Continuity of support

Ongoing support benefits both learners and trainers. When provided consistently across an organisation, it enhances the effectiveness of student-support structures.

Holistic and individualised support

Given the diverse and often complex challenges faced by students, effective support must be holistic and tailored to individual needs. This may include wellbeing support, such as counselling and financial assistance, in addition to course-related or language, literacy and numeracy (LLN) support. Peer-support mechanisms can also be valuable.

Relationship-building

Strong relationships underpin effective student support. While the trainer—learner relationship is particularly important, relationships between the RTO, student and other stakeholders also play a key role in developing support structures. A shared commitment to student success drives these relationships.

These elements were common across all case-study RTOs, despite differences in their size, location, provider type and student cohorts. While implemented in different ways, they were consistently underpinned by a genuine commitment to student success, rather than to simply meeting compliance requirements.

Supporting students through their learner journey

Learners’ needs evolve throughout their training, creating a challenge for RTOs to determine whether, when and how to offer support. Aligning support to different stages of the learner journey can help training providers to effectively identify and respond to students’ needs. This research identified key support strategies at the following stages of the learner journey:

• Pre-enrolment and enrolment: early engagement to ensure students’ expectations and capabilities align with the course; support through the enrolment process; bridging courses
• Commencing learners: well-planned induction (including clear guidance on accessing support); introduction to the learning management system (LMS); LLN and digital literacy support
• Ongoing learners: continuous monitoring and identification of support needs; ongoing training and wellbeing support
• Assessment: consistent conditions for practice and assessments; progress reviews through assessment tasks
• Work placements: matching of students with suitable workplaces; pre-placement preparation; ongoing placement support
• Nearing completion: targeted, timely support; career guidance; support for students who do not complete their course.

Barriers to providing and accessing student support

The provision of effective support can be hindered by challenges that are RTO-based, student-based or external.

• RTO-based challenges include staff shortages, time constraints and limited funding, all of which limit their capacity to meet growing demand for support. Trainers may lack expertise in specialised support areas, raising questions about their role in delivering student support. Competing priorities, such as compliance requirements and implementing rapid changes to training packages, can also strain resources.
• Student-based challenges include behavioural issues, such as reluctance to seek help for fear of stigma, judgment and discrimination, lack of confidence or embarrassment. Language barriers and digital literacy challenges can also discourage learners from accessing support.
• External factors include unsupportive work environments, which prevent students from accessing support and hence affect their ability to complete their qualification. Students reported issues with balancing study and work commitments, with long work hours limiting their ability to seek help during trainer and support staff work hours.

Providing effective student support is complex. It requires appropriate resourcing and implementation, tailored to the RTO’s unique characteristics and those of its student cohort. While the revised Standards for RTOs set minimum obligations for student support, well-resourced and thoughtfully designed support structures can go beyond compliance, fostering a genuinely supportive learning environment.