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Upskills Learner – Ākonga Wellbeing Policy and Procedures

 

 

 

 

Last updated: March 2025

Policy Statement

Upskills is committed to providing an environment that ensures the wellbeing and safety of all learners-ākonga.

This policy has been developed to align with the Education (Pastoral Care of Tertiary and International learners) Code of Practice 2021.

 

Scope

This policy is applicable to all employees and contractors of Upskills in supporting the wellbeing of learners- ākonga of Upskills.

This policy and procedure also links to the Upskills Pastoral Care Policy and Procedures, the Upskills Health and Safety Policy and Procedures, Complaints Policy and Procedures and the Upskills Risk Management Policy and Procedures, the Upskills Continuous Improvement policy and procedures and is supported operationally by the Learner Wellbeing Log and the Upskills Continuous Improvement Log.

 

Organisational structures to support a whole-of provider approach to learner wellbeing and safety

Upskills has the following processes in place to meet the needs of learner wellbeing:

Outcome 1: A learner wellbeing and safety system

  • Prior to course start, each learner has a on-to-one session with their tutor with the goal of building connection, reducing first day nerves, ensuring clear communication about the learning opportunity.
  • At initial sessions, Upskills tutors have a focus on whakawhanaungatanga and manaakitanga, making sure the group is at ease and connections are formed.
  • Built into our course process is also a goals and individual learning plan process which can encompass Te Whare Tapa Whā as a framework alongside a personal SWOT analysis or values activity which contributes to holistic wellbeing.
  • Many of our programmes contain a wellbeing model such as the Fonofale, Te Whare Tapa Whā and/or 5 Ways to Wellbeing to support learner wellbeing throughout their Upskills learner experience.
  • Upskills has a Māori Strategic Engagement Plan attached as Appendix 1, which refers to our commitment to Te Tiriti o This is reviewed annually, and amendments incorporated within two months following review.
  • If any wellbeing concerns are disclosed to the Upskills team by learners, information will be provided to refer as appropriate; if Upskills considers this information indicating a safety threat to self or others we will refer to the appropriate agency. Wellbeing issues are recorded in our Learner Wellbeing Log and where appropriate linked to continuous improvement.

Outcome 2: Learner Voice

  • Our evaluation processes in all of our programmes include opportunities for learners to express feedback about their These occur weekly with tutor in session, and are including in our weekly stakeholder reports to clients, the early evaluation process (an open-ended focus group styles evaluation) and an end evaluation (rated scale and space for open ended written comments, plus a net promoter question)
  • Learners all complete an individual learning plan which expresses their learning intentions and goals and this has 3 separate touch points throughout the programme
  • Learners are active co-creators of their own learning process

 

Strategic goals and plans

In our 5-year Strategic plan, learner wellbeing falls under the braoder goal of “Being a leader in workplace education”. Specifically, we reference the following goal which relates to learner-ākonga wellbeing:

  1. Learner wellbeing is fundamental to successful learning experience: learning content, kōrero and activities related directly to wellbeing are built into Upskills programmes of learning.
  2. Learning for the Upskills team reflects this kaupapa in upskilling and keeping current of wellbeing research, best practice and current trends

 

Self-review of learner wellbeing and safety practices

This policy is reviewed annually by the Upskills leadership team and Strategic Advisory Group including learner representatives.

 

Public requirements

The Learner-Ākonga Wellbeing Policy will be available on our website and any amendments will be updated annually.

 

Responsive wellbeing and safety systems

This system is a combination of different processes occurring within Upskills programmes:

  • Learning sessions focused on wellbeing
  • Stakeholder collaboration meetings
  • Weekly summaries
  • Whatsapp/Messenger group chats
  • Professional development sessions across tutor/staff teams (see Professional Development schedule) including Te Tiriti o Waitangi, Diversity Equity and Inclusion, and understanding this policy
  • Upskills IT Cybersecurity Policy and Incident Response Procedure
  • Upskills Privacy Policy

Through these processes, if learners are identified as requiring further support with wellbeing they will be connected to the relevant supporting agency, information or further references.

 

Learner Voice 1

Class setting is considered safe space with some having class rules (code of conduct). Opportunities to influence change at work i.e. project innovations.

Opportunities to influence change at work i.e. project innovation.

 

Learner Voice 2

Practices for building learner agency and voice:

  • E-learning platform
  • Relationships with Libraries
  • Pathways Awarua

Stakeholder involvement from across business – engagement and other learning/career opportunties.

Learning outcomes communicated at beginning of sessions and codesigned by learners.

Reflective practice and mahitahi events incorporate feedback about diverse learner needs. This feeds into our strategic planning process so that learner voice is represented in these goals. The team stay current across resources and publications relevant to this space through online discussion channels for peer support within the wider teaching team.

 

Learner Complaints

In accordance with Upskills Learner Complaints Policy and Procedures, there are several touchpoints for complaints within our regular evaluation process – early and end point evaluations. In addition to this, there is information about how to make a complaint on our website, and on our enrolment forms. Learners email a dedicated inbox feedback@upskills.co.nz and we respond within 48 hours to their concern. This is reiterated on our Welcome letter including information about what to expect when you make a complaint:

  1. Complaint received and recorded in Complaints
  2. Complaint acknowledged by Upskills
  3. Complaint evaluated by management team Upskills
  4. Appropriate action identified
  5. Action communicated to learner, immediate and longer term changes implemented as necessary (within 48 hours of complaint being received)
  6. Complaint resolved
  7. Learner check in post complaint to ensure satisfaction with outcome
  8. Complaint(s) communicated at Monthly management hui including number and nature of complaints and their outcomes

 

Compliance with the Dispute Resolution Scheme

Upskills will comply with the Dispute Resolution Scheme and has information about the Tertiary Education Disputes Resolution scheme included in our Complaints Policy. Upskills provides information on how to make a complaint to NZQA who administer the Code of Pastoral Care in our Learner Briefing Pack.

 

Wellbeing and safety practices for all tertiary providers

Outcome 1: Safe, inclusive, supportive, and accessible physical and digital learning environments

Access to digital devices supplied by Upskills

Digital literacy sessions focused on accessing learning online and safety online as well as fostering a digital mindset and personal agency

Digital Confidence survey

Adult Literacy and Numeracy Assessment Tool used for pre assessment purposes to identify literacy and numeracy needs and support accordingly

Stakeholder involvement with identifying learning needs

 

Safe and inclusive communities

Cultural competency and responsiveness within teaching is assessed annually through our observation process and professional development suggested accordingly.

Ako practice and models of tuakana-teina are utilised in our practice.

All facilitators have completed basic Diversity Equity and Inclusion training and actively create a learning space free from discrimination, bullying and/or abuse

Culturally responsive teaching practices are committed to as per our teaching guidelines inside a connected, diverse and inclusive learning environment.

Supporting learner participation and engagement

Whakawhanaungatanga is front and centre in our learner engagement models to build confidence and relationship between learners and tutor, and with other learners.

Cultural relevant models are embedded in the learning programmes, e.g. Te Whare Tapa Wha and Fonofale

Te reo Māori and tikanga are embedded in the learning programme through use of karakia, whakatauki, whakawhanaungatanga and culture and identity are celebrated.

Next steps conversation occurs towards the end of programmes with a focus on sustainable learning outcomes and scaffolding to achieve future goals.

Through the individual learning plan and NZQA assessment guide process learners know where they are at and how they are tracking towards their qualification and learning completion.

Physical and digital spaces and facilities

We use our site inductions checklist for adequate training spaces.

 

Learners are safe and well

Tutors begin every session with a check in. 

Tutors give extra support sometimes out of class support with their learning. WhatsApp groups and other communities of learning are created.

 

Information for learners about assistance to meet their basic needs

Through our third party and stakeholder relationships with our sector we can access information and support for learners needing financial advice or wellbeing support. We encourage and model a healthy variety of food choices and meeting dietary requirements in group celebrations. Content Resources and told to support wellbeing are provided to learners and a Learner Wellbeing Log records wellbeing issues to link to continuous improvement actions.

 

Promoting physical and mental awareness

Tutors incorporate fun activities that encourage active learning e.g. amazing race

Tutors embrace the culture of their learner groups and give opportunity to share cultural perspectives

Upskills embraces language weeks and language celebration. Pink Shirt Day and Mental Health Awareness Week are opportunities for activities centred on mental health.

Through Te Whare Tapa Whā learners identify growth/ strengthening opportunities.

 

Proactive monitoring and responsive wellbeing and safety practices

  • Learners can disclose this during the tutor one on ones and in class. There is an emphasis on creating and maintaining supportive relationships between learners and the tutors
  • Upskills provide learners with digital kit so that they can continue with study if unable to attend in person e.g. Covid or other wellbeing issues.
  • Upskills can deliver online where barriers prevent someone from attending in

 

More information

To discuss learner wellbeing at Upskills contact one of our Directors, Sarah Balfour or Holly Patterson.