Student Support and Wellbeing Policy

PP12 – Student Support Services Policy

1. Purpose

This policy outlines how MIC provides academic and non-academic support services, including access to trainers, assessors, and student welfare staff, to ensure all VET and overseas students can progress effectively through their course. The policy supports Outcome Standard 2.3 of the Standards for RTOs 2025 and National Code 2018 – Standard 6 requirements.

2. Scope

This policy applies to all enrolled VET students, including international students on student visas. It applies to all staff involved in student welfare and support including trainers, assessors, student support officers, admin staff, and campus management.

3. Definitions

4. Legislative Reference

• Standards for RTOs 2025 – Outcome Standard 2.3
• National Code 2018 – Standard 6
• ESOS Act 2000
• National Vocational Education and Training Regulator Act 2011
• Privacy Act 1988

5. Policy Statement

MIC is committed to ensuring that overseas students are supported academically, socially, and personally throughout their studies in Australia, in accordance with Standard 6 of the National Code 2018. MIC will implement a student-centred support framework that is timely, accessible, culturally appropriate, and responsive to the individual needs of all overseas learners.

A. Orientation and Student Handbook (Standard 6.1)

MIC ensures that all overseas students are provided with access to a culturally and age-appropriate orientation program and a comprehensive Student Handbook upon commencement. These resources include clear information on:

Support services available to help students adjust to study and life in Australia

English language and study assistance programs

Access to relevant legal services and counselling referrals

Emergency contacts and health services

Campus resources, facilities, and student engagement initiatives

Complaints and appeals processes as per Standard 10

Attendance and course progress requirements

Personalised support services for learners facing difficulties impacting their education

Employment rights, workplace issue resolution, and referrals to the Fair Work Ombudsman

B. No-Cost Support and Access to Services (Standard 6.2 & 6.3)

All core support services listed in the orientation and handbook are provided at no additional cost to overseas students. MIC ensures that:

Students can request assistance at any time through designated contact channels (email, phone, walk-in support).

Reasonable academic and personal support is offered irrespective of the student’s mode of delivery or study location.

C. Tailored Academic Support and Online Learners (Standard 6.4)

MIC provides learning support aligned to each student’s mode of study and course requirements. Documented processes ensure:

Ongoing monitoring of learner progress

Additional tutoring, digital skills training, or flexible learning where necessary

Active communication and support strategies for students undertaking online or blended learning

Case management and welfare follow-up for vulnerable students

D. Dedicated Student Support Officer (Standard 6.5 & 6.6)

MIC appoints a dedicated and experienced Student Support Officer (SSO) as the central point of contact for overseas students. This officer:

Has access to up-to-date service details

Is introduced during orientation and listed in the Student Handbook with contact information

Works alongside trainers and admin to ensure continuous student engagement

Supports the resolution of wellbeing, cultural, and academic concerns

Is appointed in proportion to the number of overseas students enrolled (as assessed periodically by the PEO)

E. Staff Induction and Awareness (Standard 6.7)

All MIC staff who interact directly with overseas students—including trainers, admin, and support personnel—undergo an induction program. This program covers:

MIC’s obligations under the ESOS Act and National Code

Rights and responsibilities of overseas students

Responding to student wellbeing concerns and referrals

Implications of provider responsibilities on student visa conditions

F. Critical Incident Management (Standard 6.8)

MIC maintains and implements a Critical Incident Policy, which:

Defines potential critical incidents (e.g. harm, psychological trauma, death, assault, natural disasters)

Establishes procedures for response, documentation, and post-incident care

Ensures records are kept for at least 2 years after the student ceases enrolment

Identifies responsible personnel and communication protocols

G. Safety, Security, and General Wellbeing (Standard 6.9)

MIC implements a Workplace Health and Safety Policy to:

Ensure a safe, inclusive learning environment

Educate students on personal safety and protective behaviours

Provide contact details for reporting wellbeing concerns or safety incidents

Refer students to general safety information including emergency services, personal safety tips, and mental health support

6. Step-by-Step Procedure

7. Related Documents

Student Handbook

Orientation Procedure

PP43-Critical Incident Management Policy and Register

Pre-Training Review Form

LLND Assessment Results

Student Support Referral Form

SMS Student Records

PP44 - Workplace Health and Safety Policy

8. Flow chart

The complete MIC Policy and Procedure Manual is available on request from info@montford.edu.au. See also the Student Handbook.