Student Support Services

Support services for the entire student journey

OES Student Advisors and Coaches provide responsive, high-impact, multi-channel support when students need it most.

For online, blended and on-campus programmes, our qualified team can transform the student journey through targeted success coaching, dedicated case management and inbound advisory services.

Data-driven support

OES’s inbound and outbound teams deliver timely and targeted support to students at every step of their journey.

Every interaction is informed by OES’s deep understanding of online students’ needs, with our preferred leading-edge CRM providing a 360-degree view of each student. We use data to predict when students need proactive outbound support. And when students reach out, our Advisors provide personalised assistance that is fully informed by all their previous interactions.

Choose the support model your university needs

OES tailors support services to our partners’ exact needs, either as a standalone solution or as a critical element of our online programme management (OPM).

Inbound Student Advisors
Outbound Student Success
Advanced Advisor Programme

Inbound Student Advisors

Tertiary qualified advisors trained as the ‘voice’ of your university.
A primary point of contact for new and current students.
Available after-hours, 7 days a week.
Web chat, SMS, email and phone support.
Technical, administrative and academic queries.
Scale up support during peak periods; OES can even supplement your existing team.

Outbound Student Success

Trained counsellors proactively engage with students.
Evidence-based interventions to increase success and retention.
Predictive analytics and key course dates trigger outbound campaigns.
Support with careers, wellbeing and study skills.
Encourage students’ self-efficacy.
Engage with ‘at-risk’ students at the right time.

Advanced Advisor Programme

Student case management via a single point of contact.
Integrated inbound and outbound support via a team of specialised Advisor Coaches.
Advisors help address learning barriers and support student success.
Onboarding and career planning support.
Appreciative and developmental advising techniques.
Personalised connections support retention rates and graduate outcomes.

Targeted support outcomes

89%

Positive rating for undergraduate student support, 16% above the national average (2020 QILT SES Survey).

6%

Increase in progression to next census following the introduction of concierge advising services for students from lower socio-economic or regional/remote areas (2020).

9%

Increase in pass rates resulting from early-intervention initiatives providing personalised support for at-risk students (2020).

A seamless experience for your students

OES has more than 10 years’ experience providing student support services on behalf of universities. Our qualified Advisors and Coaches are empowered to resolve issues effectively, in line with your ethos and policies.

OES can provide you with a holistic support programme or supplement your in-house team. We can deliver your after-hours, weekend support or help you scale up support during peak periods.

However we tailor our services, OES will deliver a seamless student experience.

Support students to achieve university objectives

Increase retention rates

Coaching and support that drives student progression.

Support when it’s needed

Meet students’ expectations for support, including weekends and after hours.

Scaled support

We adjust our teams rapidly in response to student demand or specific events. We can also supplement in-house support teams.

Support ‘at-risk’ students

Use learning analytics to identify and reach out to students before they fail or withdraw.

Reputation & rankings

Become an institution of choice through student success and advocacy.

Case study: Coaching informed by analytics

OES continues to set the benchmark for high impact support through our commitment to continually explore, test, evaluate and optimise our engagement with students. Our sophisticated approach to learning analytics ensures we have a core evidence base to inform everything we do.

In a data-driven pilot programme, OES trained teaching staff to use student engagement dashboards to identify ‘high risk’ candidates for further support. We were then able to research the impacts of personalised support and coaching initiatives on student retention.

Trialled in selected undergraduate units across multiple teaching periods, OES’s proactive support initiatives achieved a 9% increase in pass rates and a 7% increase in students progressing into their next study period.