STUDENT ACADEMIC AND WELFARE COUNSELLING POLICY AND PROCEDURE
1. Purpose
This policy and procedure document ensures that students are provided with the academic and welfare support theyrequire in order to achieve their best results and be happy and healthy during their time with SMART English.
2. Scope
The Academic Manager is responsible for communicating the procedures below to teachers. Teachers are welcome togive feedback on the procedure to improve the service offered to SMART English students.
This policy is also designed to identify students who may need to be referred to Student Services staff or the DoS for
welfare counselling if required, and to provide options for students who wish to undertake further study to be referred
to more experienced staff for Academic Counselling.
3. Policy
Through this policy, SMART English ensures that:
1. Teachers give students constant formal and informal academic feedback in their everyday in-class practice aswell as in more formal occasions as detailed in the procedure section below.
2. The feedback procedure at SMART English is divided into a 3-step process:● A Personalised Study Plan (PSP)● A Mid-Course Report● A Final Report
3. All teachers understand and follow the feedback Policy and Procedure in its 3 steps.
4. All teachers understand the timeframe between the 3 steps.
5. All teachers are responsible for the successful outcome of this policy.
6. All teachers communicate to the Academic Manager in case of doubt or uncertainty as to how to proceed in
the case of student absenteeism (which could impact their assessment on the student learning process).
7. All teachers refer to SMART English Course Monitoring Progress Policy and Procedure to identify students atrisk of failing the minimum academic progress requirement and it is made available to them at all times.
8. Teachers refer students to the Academic Manager or Student Services for welfare counselling as per the below
procedures.
9. All the steps of the Feedback Policy and Procedure are documented, correctly saved and clearly named in theshared drive (One Drive) so that all documents are easily accessible to all SMART English staff.
10. All teachers use the latest version of the report templates provided by SMART English in compliance with theELICOS Standards 2018.
11. Teachers are always notified by the Student Services Officer when a student is due a report/PSP.
4. Procedure
1. STEP 1: At the end of students’ Week 1, teachers prepare a Personalised Study Plan (PSP) and discuss it
individually with the new student. The PSP focuses on the student’s weakest skills identified by the teacher
within the 1st week and includes practical tips and advice on how to improve on those skills.
Teachers manage class time in order to talk with the student in class, unless they voluntarily choose to discuss
it after class*.

Windsor College Pty Ltd t/a SMART English Melbourne
CRICOS Code: 03560K RTO Code: 41090

V.1.1 Last updated: 12 June 2023
Approved by CEOPAGE 4

Example of ideas are provided to teachers in 2 documents respectively called Actions required for Higher level
and Actions required for Lower level, available on OneDrive in SMARTTeachers>file name.
This is also an opportunity for teachers to check in with the students as to how they are adjusting to life inAustralia. If teachers suspect that students are experiencing any of the below, they should immediately refer
the student to Student Services staff or to the DoS for welfare counselling:● Stress, anxiety, depression, homesickness, sleep or eating issues, self-harm, drug or alcohol problems● Relationship difficulties (family, housemates, friends)● Financial difficulties● Difficulties adjusting to a new country, culture shock
Any student referred to Student Services staff or to the DoS for welfare counselling who is experiencing serious
mental health issues should be immediately referred to Psychologist Elly Shin.
2. The PSP is not provided when a student is promoted to a new class. It is only given once, at the beginning of
the student’s enrolment (Friday of Week 1).
3. The PSP template is on One Drive under Teacher Template. Tips and advice for students to improve in particularareas are available in the documents as mentioned in point 1. Teachers do not have to stick to only these tips.
If they have any other relevant, effective advice to give to the student to improve on a particular skill, they arewelcome to do so. Teachers are indeed encouraged to share new tips with the Director of Studies so that they
can be then included in the list of Actions required for Higher level and Actions required for Lower level.
4. STEP 2: The PSP is followed up by a Mid-course report. The Mid-course Report is not available for students whoenrol for less than 24 weeks. The purpose of this report is to check a student academic progress in the middleof his/her enrollment. Progress will be checked both against achievement of learning outcomes, and in theform of general teacher comments.
When a student is due a Mid-Course Report, teachers also take the opportunity to counsel students on
academic matters and further study opportunities. This counselling opportunity is an informal chat between
teacher and student, on Friday while students are taking the test. As in the initial meeting, this is also an
opportunity for teachers to check in with the students as to how they are adjusting to life in Australia, and torefer the student, if necessary, to Student Services staff, to the DoS or the Marketing Specialists*.
Requests for information about further study
The following staff all have extensive experience working with international students and advising them onfurther study options. They speak the following languages:● Estefania (Spanish)● Miki (Japanese)● Edward (Korean)● Esther (Thai)
If any student mentions to the teacher that they are interested in further study, teachers are to referstudents to one of the above staff.

5. Teachers are provided with a template to complete when counselling the student on academic matters andfuture study opportunities. The template is called What to do after? and is available on OneDrive in thesection Teacher templates.
Windsor College Pty Ltd t/a SMART English Melbourne
CRICOS Code: 03560K RTO Code: 41090V.1.1 Last updated: 12 June 2023
Approved by CEOPAGE 4

6. STEP 3: The Final Report is sent to all students via email at the completion of their course. This report checks
student progress both against achievement of learning outcomes, and in the form of general teacher
comments.
7. Students referred to Student Services staff or DoS who appear to be experiencing serious mental healthissues such as self-harm, severe depression or alcohol / drug abuse are to be referred by the staff member toElly Shin.
All templates are available to teachers on OneDrive in the section Report.
A Student Feedback procedure document as shown below with clear visuals of the 3-step process is available on One
Drive in SMART Teachers>Policies.
A registered psychologist will also be on site once a month:*
Elly Shin
Registered Psychologist
Australian Health Practitioner Regulation Agency (AHPRA) registration number PSY 0001925175
Associate Member of the Australian Psychological Society
Address:
Level 21, 495 Collins Street, Melbourne 3000
Suite 5A, 493 Riversdale Rd, Camberwell 3135
Students can make an appointment to see the psychologist at reception*.
Pathway Students
Any students who are already enrolled on a pathway to further study will be identified on the roll in the first week
they join the class, on the Pathway Student List and on the 2020 Updated SMART classes available on the shared drive.
The teacher is responsible for ensuring that notes are made on the Mid-course report regarding the student’s progress
towards their further study goals, and the Academic Manager will monitor these student reports. Teachers should also
alert the Academic Manager at any point in time if they feel that the student is not likely to achieve their further studygoals.
*To reduce the spread of COVID-19, all the above circumstances entailing physical contact between any member ofSMART staff and their students have been replaced by communication via TEAMS, WhatsApp, email and any otherplatform used during online classes.

Windsor College Pty Ltd t/a SMART English Melbourne
CRICOS Code: 03560K RTO Code: 41090

V.1.1 Last updated: 12 June 2023
Approved by CEO
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