Student support is at the heart of the OES philosophy. At OES, students have access to support whenever they need it, giving them the best chance to achieve their study goals. A comprehensive range of support services are available through a variety of communication channels across extended hours to assist students with administrative and technical queries and academic and pastoral guidance.
Online students are often juggling busy lives and can, at times, struggle to stay motivated meaning it’s especially important that they never feel isolated. Alongside online tutors, qualified Student Advisors are available to assist students with all kinds of enquiries and to offer guidance and support as they work toward their study goals.
OES Student Advisors are tasked with ensuring that students have a seamless experience throughout their studies. They are available seven days a week across extended hours and are empowered to resolve issues as quickly as possible. This level of responsiveness is enabled by a knowledge-based Customer Relationship Management system that ensures students receive personalised service and that calls and emails are answered promptly. On average, 95% of calls are answered within 60 seconds and 95% of email enquiries receive a reply within 8 hours.
In addition to the Student Advisors, OES employs Student Success Coaches to assist students who are experiencing study-related challenges. They provide practical advice in areas such as time management, motivation, stress-management and self-efficacy, as well as information on proven study techniques. Importantly, access to real-time data analytics also empowers the Student Coaches to be proactive, contacting students that have been identified as at-risk and outlining the support options available to them.
From day one, OES students are encouraged to participate in a comprehensive online orientation program and engage with our online communities to arm them with the tools and the skills they need to make the most of their online study experience. Students can also tap into study groups, virtual classrooms and social networks for peer support.
"Swinburne Online is a key part of Swinburne’s portfolio of innovative education offerings. Through our joint venture with Online Education Services, Swinburne has become a leading provider of online education. We have learned a lot about what students need in a digital learning environment, what motivates them, and how they learn. Through Swinburne Online we are able to provide access and flexibility to learners from diverse backgrounds, for whom on-campus study is often not an option.”
Professor Linda Kristjanson AO
Former Vice-Chancellor, Swinburne University of Technology