1. Purpose

The purpose of this policy and procedure is to outline Industry Currency's approach to ensuring it manages student and learning support effectively to ensure students are able to successfully complete their training and assessment.

This policy contributes to compliance with:

• Outcome Standard(s): 2.1 (Student Information), 2.2 (Assessment Before Enrolment), 2.5 (Diversity and Inclusion), 2.6 (Student Wellbeing), 2.7 (Support Services)
• ISO 9001:2015: 7.1.4 (Environment for the Operation of Processes), 8.2.1 (Customer Communication)

2. Scope

This policy applies to:

• All students enrolled in Industry Currency courses
• All staff involved in student support
• All trainers and assessors
• External support service providers
• Student support planning and delivery

3. Definitions

4. Policy

4.1 Support Philosophy

Industry Currency is committed to ensuring that all students receive adequate support while undertaking their training and assessment. This includes ensuring that:

• The learning and support needs of the intended target group are considered in the course development and review processes
• Appropriate support staffing and external support service arrangements are in place
• The individual learning and support needs of all students are confirmed prior to course commencement
• All students are informed of how to access the services they require to successfully complete their training and assessment programme
• Regular contact with students and host workplaces is maintained throughout the duration of student enrolments
• Feedback is collected about Industry Currency's provision of support services and the feedback is systematically collated, analysed and used to improve support services provided
• Student rights are considered in accordance with the Student Code of Conduct

4.2 Student Wellbeing

Industry Currency is committed to supporting student wellbeing throughout their learning journey. We recognise that student wellbeing is essential for successful learning outcomes.

Industry Currency supports student wellbeing by:

• Providing information about wellbeing support services available
• Identifying students who may be experiencing difficulties
• Ensuring training that involves emotionally challenging content is delivered with appropriate support
• Referring students to appropriate wellbeing services when needed
• Creating a supportive and respectful learning environment
• Maintaining regular contact with students to monitor their progress and wellbeing
• Responding promptly to student concerns or distress

Identifying Students Experiencing Difficulties

Industry Currency identifies students who may be experiencing difficulties affecting their wellbeing through:

• Regular contact and communication with students
• Monitoring engagement, attendance and assessment submission patterns
• Feedback from trainers and assessors
• Student self-disclosure
• Observations of changes in behaviour or performance

When a student is identified as experiencing difficulties, Industry Currency:

• Approaches the student with care and respect
• Discusses available support options
• Refers to appropriate internal or external support services
• Develops individual support plans where appropriate
• Maintains confidentiality in accordance with Privacy Policy
• Follows up to ensure support is effective

Emotionally Challenging Content

Where training content may be emotionally challenging (e.g., dealing with trauma, loss, difficult workplace situations), Industry Currency:

• Identifies such content during course development
• Provides advance notice to students
• Ensures trainers are prepared to deliver content sensitively
• Provides access to support services during and after delivery
• Allows students to opt-out or defer particular content where possible
• Offers alternative assessment methods where appropriate

Wellbeing Support Services

Industry Currency provides information about and referrals to wellbeing support services including:

4.3 Diversity and Inclusion

Industry Currency recognises and values the diverse backgrounds, abilities, and circumstances of all students. We are committed to creating an inclusive learning environment where every student can succeed.

Industry Currency is committed to:

• Recognising and respecting the diverse needs of all students
• Creating inclusive learning environments that welcome and value diversity
• Providing reasonable adjustments to meet individual student needs
• Ensuring training materials and delivery are culturally appropriate and inclusive
• Addressing discrimination, harassment or bullying immediately
• Providing trainers with skills to support diverse learners
• Celebrating diversity as a strength in the learning environment

Supporting Diverse Learners

Industry Currency supports diverse learners by:

• Assessing individual learning needs before enrolment
• Providing reasonable adjustments for students with disability
• Offering flexible delivery and assessment options where possible
• Using inclusive language and examples in training materials
• Respecting cultural and religious practices
• Supporting students with language, literacy and numeracy needs
• Supporting students with digital literacy needs
• Providing access to assistive technologies where needed
• Adapting communication methods to student needs

Reasonable Adjustments

Industry Currency provides reasonable adjustments including:

• Modified assessment methods or formats
• Additional time for assessments
• Assistive technologies (screen readers, speech-to-text software)
• Modified learning materials (large print, alternative formats)
• Alternative delivery modes
• Additional support from trainers
• Referral to specialist services
• Flexible scheduling
• Modified workplace arrangements (for workplace-based training)

All reasonable adjustments maintain the integrity of the training product and ensure competency outcomes are achieved.

Responding to Discrimination

Industry Currency does not tolerate discrimination, harassment or bullying. Any incidents are:

• Addressed immediately
• Investigated thoroughly
• Managed in accordance with Complaints and Appeals Policy
• Used to improve inclusive practices

4.4 Needs Identification

Student needs are identified through:

• Analysing the possible needs of the target group and considering their needs in relation to the delivery model throughout the course design and review process
• Information provided by the student on the application and/or enrolment forms
• Discussion with the student during their pre-training review
• Assessment of language, literacy, numeracy AND digital literacy skills BEFORE enrolment
• Discussion with the student during their induction to the programme
• Ongoing monitoring throughout the course

Support needs may include:

• Low levels of language, literacy and numeracy (LLN)
• Low digital literacy skills
• Disability or medical concerns
• Cultural, social or economic issues
• Limitations in access to resources such as money, time or support
• Mental health or wellbeing concerns
• Learning difficulties or disabilities
• English as an additional language
• Age-related needs (young or mature-age students)
• Family or caring responsibilities
• Trauma or crisis situations
• Financial stress
• Housing instability
• Social isolation
• Technology access barriers
• Literacy in specific contexts (workplace, digital, financial)

4.5 Provision of Learning and Support Services

Support services include internal support staff and mechanisms provided by Industry Currency, or via referrals to external providers.

Learning Support

• Referral to other courses or adult learning materials
• Access to equipment or materials owned by Industry Currency (books, journals, online resources)
• Additional or supplementary resources to support learning goals
• Extra tutorials or teaching support
• One-on-one support from trainer/assessor
• Development of individual learning plans
• Digital literacy support and training
• Assistive technologies (screen readers, magnification software)
• Modified assessment methods
• Additional time for assessments
• Study skills support
• Peer learning opportunities

Wellbeing and Personal Support

• Student support and welfare staff
• Mental health first aid trained staff
• Referral to Lifeline (13 11 14)
• Referral to Beyond Blue (1300 22 4636)
• Referral to headspace (for young people)
• Referral to crisis support services
• Referral to counselling services
• Referral to Employee Assistance Programmes (workplace students)
• Support during emotionally challenging training content

Practical Support

• Referral to financial counselling services (1800 007 007)
• Referral to legal services
• Referral to housing services
• Referral to disability support services
• Referral to family and relationship services (1800 050 321)
• Referral to employment services
• Referral to health services
• Referral to Centrelink services

Cultural and Language Support

• Interpreter services (TIS National: 131 450)
• Translated materials where available
• Cultural support services
• Settlement services (for migrants and refugees)
• Aboriginal and Torres Strait Islander student support services (VACCHO, VAHS, local ACCHOs)
• LGBTIQA+ support services (Rainbow Door, QLife, Queerspace)

Accessibility Support

• Physical accessibility adjustments
• Technology accessibility features
• Alternative format materials
• Communication support
• Mobility support

4.6 Information About Support Services

Industry Currency ensures all students are informed about available support services through:

• Student Handbook (provided before enrolment)
• Pre-Training Review discussion
• Course induction
• Learning Management System
• Regular communications throughout course
• Trainer/assessor discussions
• Student support staff
• Website information
• Posters and brochures at training venues

Information provided includes:

• What support services are available
• How to access support services
• Contact details for support services
• When support services are available
• Confidentiality of support services
• No cost to students for support referrals

4.7 Feedback and Improvements

Feedback is regularly considered in order to make improvements to student and learning support services.

Feedback is collected through:

• Student satisfaction surveys
• Course completion surveys
• Feedback forms
• Trainer/assessor observations
• Workplace supervisor feedback
• Complaints and appeals
• Student focus groups
• Individual student discussions

Feedback is:

• Recorded on the Feedback Register
• Analysed regularly (at least quarterly)
• Reviewed by management
• Used to identify improvements
• Actioned through Continuous Improvement Register
• Reported to students about actions taken

5. Related Documents

• Student Handbook
• SC6 - Student Administration Policy and Procedure (Pre-Training Review)
• SC4 - Complaints and Appeals Policy and Procedure
• CG4 - Privacy Policy and Procedure
• TA1 - Course Development and Review Policy (TAS requirements)
• Individual Learning Plan Template
• Support Services Contact List
• Student Feedback Form
• Feedback Register
• Continuous Improvement Register

6. Key References

• Outcome Standards for RTOs 2025
• Compliance Standards for RTOs 2025
• Disability Standards for Education 2005
• Disability Discrimination Act 1992
• Privacy Act 1988
• ISO 9001:2015
• Mental Health First Aid Guidelines
• Lifeline: 13 11 14
• Beyond Blue: 1300 22 4636
• Suicide Call Back Service: 1300 659 467

7. Monitoring

This policy will be reviewed on an annual basis from the date of the latest release. Please refer to the internal quality review schedule for more information.

Compliance with this policy is monitored through:

• Student feedback and satisfaction surveys
• Analysis of support service usage
• Review of individual learning plans
• Monitoring of student outcomes
• Internal audits
• Management reviews
• Complaints and appeals data
• Continuous improvement processes

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Last updated: January 2025