The document summarizes the agenda and activities of a Student Service Office development day, including achievements over the past 12-18 months in areas like wellness, change and innovation, and enabling systems. It also discusses upcoming strategic, operational, and program planning as well as the office's engagement with TEQSA on quality assurance standards. Looking ahead, it raises questions about continuing innovation, evaluation, and challenges and opportunities for the university, office, and individuals.

1. Student Service Office
Student Services Office
Development Day
December 2012

2. Student Service Office
1. Welcome & agenda
2. What have we done – the achievements
3. Strategic, Operational, program planning & budget
4. TEQSA
5. Climate Survey
6. Where to next

3. Student Service Office
Welcome & agenda
• Plans and actions
• Feedback and support
• Online/digital environment engaging and support
• Promoting and awareness of Student Services
• Developing ideas, opportunities and challenges
• Talsima update and feedback

4. Student Service Office
Student Services – funding
Funding
• University funds – graph
• HEPPP funding
• SSAF funding
• Operational budgets

5. Student Service Office
What have we done - the achievements
12 – 18 months
Wellness
• Mental Health First Aid training – all staff
• Student Services Office additional resources
• Raising awareness of student needs, opinions, representation
• Health promotion – Alcohol & Drugs policy
• Representation on committees and workings parties
• Learning & Teaching including students in their thinking.
• DIT and DFM are engaging with us on student issues and feedback
• Presentations - CSU ED 2012

6. Student Service Office
What have we done - the achievements
12 – 18 months
Change & innovation
• Orientation including online
• Counselling – school promotions, partnerships, online resources
and support
• Government agreeing to fund iPads for disability students
• Mobile – apps development
• Accessibility awareness
• International Student audit - good recognition &
acknowledgement
• Online environment – CMS, forms, chat sessions, information
• Student Toolbox - interact

7. Student Service Office
What have we done - the achievements
12 – 18 months
Enabling Systems
• Trim – counselling, disabilities, International
• Talisma – Scholarships
• Migration and utilisation of the CMS
• Video and telephone support – Student Support (mentoring),
Counselling

8. Student Service Office
Student Services Office Planning
CSU Strategic plan 2013 – 2015
• draft - University Council December
2013 -2015 CSU Strategy
Student Services Office Op Plan
• Strategies
• Objectives
• Key performance indicators
• Actions
• Evidence/Measurements
Student Services Operational Plan 2013
Program plans
• Research & planning
• Promotion / brand/identity
• Implementation
• Evaluation and measurement
Performance management
•provides for individual development
•reviews and sets goals and objectives
against requirements of
• CSU strategy,
• Student Services Office
• area
• position

9. Student Service Office
Tertiary Education Quality & Standards Agency
TEQSA responsibilities
• University accreditation/registrations
• Education Services for Overseas Students (ESOS)
• Commonwealth Register of Institutions and Courses for Overseas
Students (CRICOS)
Source: CSU Course Directors forum TEQSA presentation 2012 Lucy Schultz

10. Student Service Office
Tertiary Education Quality & Standards Agency
TEQSA Act – similar to ESOS
• To protect and enhance Australia’s reputation for quality higher education
• To protect students undertaking higher education
• To ensure that students have access to information relating to higher
education
Additionally
• national consistency in the regulation of higher education
• using a standards-based quality framework and applying three regulatory
principles
Source: CSU Course Directors forum TEQSA presentation 2012 Lucy Schultz

11. Student Service Office
TEQSA
Threshold standards
• Provider standards including Provider category standards
• Self accrediting authority criteria
• Course Accreditation Standards
• Qualification Standards
• All registered higher education providers need to continue to meet the threshold
standards
Source: CSU Course Directors forum TEQSA presentation 2012 Lucy Schultz

12. Student Service Office
TEQSA
Regular engagement with TEQSA
• Material changes
• CRICOS matters
• Renewal of registration (October 2016)
• Risk assessment and Provider Information Request
Source: CSU Course Directors forum TEQSA presentation 2012 Lucy Schultz

13. Student Service Office
TEQSA
Regulatory Risk Framework
• The overall risk assessment focuses on 3 priority risk areas:
• Risk to students
• Risk of provider collapse
• Risk to national reputation
• Comprises 7 major risk categories that provide insights into capacity to fulfil the
Threshold Standards
• Risk thresholds are the levels which, if exceeded, would activate an initial ‘traffic
light’.
• Risk treatments describe action to modify risk - how TEQSA will respond to
levels of risk identified through the risk management process.
2012/13 Quality Assessments:
• English Language Proficiency
• Third Party Arrangements
Source: CSU Course Directors forum TEQSA presentation 2012 Lucy Schultz

14. Student Service Office
Charles Sturt University
Voice
Survey - 2013

15. Student Service Office
Where to next?
• Make online the business/community
• What do we need to continue to be innovative?
• How can we make change easier?
• How do we evaluate/measure and report our outcomes easily?
• What are the challenges and opportunities we face?
• University
• Office
• Individuals