Student Support

Support is available to all Zokal students and is provided confidentially, respectfully and without judgement.

You can ask for support when you are experiencing:

• Difficulty understanding course content or assessment tasks
• Problems keeping up with training or assessment deadlines
• Language, literacy, numeracy or digital skills challenges
• Disability-related access requirements
• Health or personal circumstances affecting your training
• Mental health or wellbeing concerns
• Family or carer responsibilities
• Cultural or religious requirements
• Difficulty accessing technology, learning tools or course materials
• An extended medical or personal absence
• A need for tutoring, mentoring or additional learning resources

You do not need to know exactly what type of support you require. Tell us what you are experiencing, and we will help identify the most appropriate next step.

A Training Adjustment Plan, or TAP, is a personalised strategy for students who require reasonable adjustments to participate in training or assessment.

A TAP may be considered when a student has

• A disability or medical condition
• Language or communication needs
• Carer responsibilities
• Mobility or sensory requirements
• Mental health considerations
• Other circumstances affecting access to training

Possible adjustments may include

• Additional time for assessments
• Extensions where appropriate
• One-to-one tutorials or mentoring
• Assistive technology, such as screen readers
• Large-print or alternative-format materials
• Simplified instructions or language support
• Modified practical activities where course requirements allow
• Quiet spaces or flexible assessment arrangements

1. 1A support need is identified — through an enrolment response, an LLND assessment, a declaration, a discussion with your trainer or a support request.
2. 2Your needs are reviewed — you and your trainer discuss the barriers you are experiencing and the adjustments that may be appropriate.
3. 3The plan is prepared — Zokal prepares a suitable support strategy, generally within three business days.
4. 4You review and approve the plan — you can ask questions, suggest changes and confirm that you understand the agreed arrangements.
5. 5Support is implemented — resources, tutorials, adjusted activities or other agreed services are arranged.
6. 6Your progress is monitored — Zokal checks how the plan is working and updates it when your needs change.

You will be involved in decisions about your Training Adjustment Plan, and relevant records will be stored securely.

An Individual Support Plan, or ISP, may be used when a student needs short-term or targeted learning assistance.

• Assessment preparation
• Study organisation
• Building confidence
• Catching up on course activities
• Accessing learning tools
• Short-term tutoring
• Technical or digital support
• Managing temporary personal circumstances

The plan outlines the assistance to be provided, the actions agreed between you and Zokal, and any scheduled follow-up.

Additional strategies may be developed when circumstances significantly affect a student's progress.

Intervention plans

An intervention plan may be introduced when you are falling behind, missing agreed activities or having difficulty progressing through the course. The plan may establish:

• Priority tasks
• Revised completion milestones
• Tutoring or additional assistance
• Trainer check-ins
• Actions for returning to satisfactory progress

Leave plans

A leave plan may be considered when an extended personal or medical absence affects your training. Zokal will discuss the available options with you, taking into account:

• The length of the expected absence
• Outstanding training and assessment activities
• Course scheduling and availability
• Evidence that may be required
• An appropriate return-to-training plan

Students can request support directly or complete Zokal's Support Services Form. The form helps Zokal record your needs, arrange the appropriate assistance and follow up on the support provided.

You can use the Support Services Form to

• Request tutoring or study-skills support
• Ask for additional learning resources
• Request an adjustment to training or assessment
• Tell us about a disability or condition affecting your learning
• Raise a wellbeing or mental health concern
• Ask for an external referral
• Identify an LLND or digital-skills challenge
• Explain health, family or personal circumstances affecting your studies

The form can also be completed or initiated by a trainer or administration team member after discussing your needs with you.

1. 1We review your request — your trainer, the Student Support Officer or the administration team will generally review the form within two business days.
2. 2We discuss your circumstances — we may arrange a confidential meeting to better understand the barriers you are experiencing. You may be asked to provide relevant information, such as a medical certificate or details of an accessibility requirement.
3. 3We agree on the next step — this may be a Training Adjustment Plan, an Individual Support Plan, one-to-one tutoring, LLND or digital-skills assistance, adjusted learning materials, a wellbeing referral, an intervention or leave plan, or a follow-up meeting.
4. 4Support is delivered — you will be advised about scheduled sessions, agreed adjustments, resources or actions.
5. 5We check how the support is working — for an ongoing support plan, check-ins may occur fortnightly, with the plan reviewed or updated when required.

Your circumstances may change during training. You can ask for your support arrangements to be reviewed at any time.

Zokal can provide structured assistance to help students understand their training, complete assessments and remain on track. Depending on your needs and the requirements of your course, support may include:

• One-to-one tutoring
• Study skills assistance
• Additional explanations or learning resources
• Language, literacy, numeracy and digital skills support
• Assistance using online platforms or training technology
• Extra time for eligible assessment activities
• Alternative learning-resource formats
• Regular progress check-ins
• Mentoring and confidence-building support
• An agreed support or intervention plan

Support arrangements do not reduce the standard of the course or change the competency outcomes you must achieve. They provide a fair and accessible way for you to demonstrate the required skills and knowledge.

Zokal supports students with visible and non-visible disabilities and aims to remove unnecessary barriers to participation. Support may be available for students with:

• Learning disabilities, including dyslexia
• Vision or hearing impairments
• Mobility requirements
• Mental health conditions
• Sensory-processing needs
• Temporary injuries or health conditions
• Other accessibility requirements

Adjustments may include

• Large-print learning materials
• Screen-reader-compatible digital files
• Captioned video content
• Audio learning or assessment resources
• AUSLAN or interpreting support
• Increased font size or line spacing
• Coloured overlays
• Quiet learning or assessment spaces
• Extended assessment time
• Flexible assessment arrangements
• Modified resources or practical activities where permitted

Adjustments are discussed with you and must remain consistent with the requirements of the relevant unit of competency.

Zokal welcomes students from different cultural, language, religious and community backgrounds. You can speak with us about support such as:

• Prayer breaks or access to a quiet space
• Consideration of important religious observances
• Alternative dates where scheduling permits
• Interpreting support, including AUSLAN
• Translated summaries or terminology glossaries
• Culturally appropriate communication
• First Nations cultural support
• Community or Elder engagement where appropriate

Requests are considered individually and should be raised as early as possible so practical arrangements can be explored.

When appropriate, learning resources may be adapted to make information easier to access. Adaptations may include larger text, increased line spacing, plain-language explanations, simplified instructions, audio content, captioned videos, translated summaries, terminology glossaries and digital files suitable for screen readers.

Adapted materials must continue to cover the knowledge and skills required by the course.

Peer support and mentoring

Students may request connection with a suitable peer or mentor who has relevant cultural understanding, disability experience or other lived experience. Participation is optional and confidential. Availability may depend on the course, location and suitable support networks.

Specialist support is available throughout Australia for students experiencing personal, financial, health, accessibility or wellbeing challenges. Services identified in the Zokal Student Handbook include support for:

• Mental health and crisis assistance
• Young people and students
• LGBTIQA+ communities
• Family and domestic violence
• Multicultural and culturally and linguistically diverse communities
• Translation and interpreting
• Disability and accessibility
• Financial counselling
• Housing, food and local community services
• General and sexual health

• Student Handbook

Your wellbeing can affect your ability to learn and participate confidently. You can contact Zokal when you feel:

• Overwhelmed or anxious
• Unable to manage training alongside personal commitments
• Concerned about your mental health
• Unsafe or unsupported
• Affected by financial, housing, family or health issues
• Unsure where to obtain professional assistance

Zokal is not a medical, counselling or crisis-support provider. However, our team can listen to your concerns, discuss training-related options and help refer you to an appropriate external service. All wellbeing discussions are treated confidentially and respectfully, subject to any legal or immediate safety obligations.

Information about your support needs is handled carefully and used to arrange and monitor the assistance provided to you. Support forms, agreed plans and relevant follow-up records are stored securely in Zokal's Student Management System.

Your information will only be used and shared in accordance with applicable privacy requirements, unless disclosure is required by law or necessary to respond to an immediate safety concern.

Student support works best when you are actively involved. We ask that you:

• Raise concerns as early as possible
• Provide accurate information about your circumstances
• Attend scheduled support sessions
• Complete agreed learning or assessment activities
• Review plans before signing them
• Ask questions when something is unclear
• Tell us whether the support is helping
• Advise us when your needs change

You will always be involved in decisions that directly affect your learning and support arrangements.

You do not need to complete a form before speaking with us, and you do not need to diagnose the type of support you require. Start by telling us what is making training difficult. You can speak with your trainer, the Student Support Officer, the Zokal administration team or the RTO Manager.

Is student support free?

Zokal's internal student-support process is available to enrolled students without an additional support fee. Costs may apply if you independently access an external professional service. Confirm any external fees directly with the provider.

Will requesting support affect my assessment result?

No. Asking for support does not negatively affect your result. You must still demonstrate the skills and knowledge required by the course.

Do reasonable adjustments make the assessment easier?

Reasonable adjustments improve access to training and assessment. They do not lower the required standard or remove essential course outcomes.

Do I need medical evidence?

Not every request requires medical evidence. Supporting documents may be requested when they are relevant to the adjustment or plan being considered.

How quickly will Zokal respond?

A submitted Support Services Form is generally reviewed within two business days. Where a formal plan is required, Zokal aims to prepare the appropriate plan within three business days.

Can my support plan be changed?

Yes. Tell your trainer or the Student Support Officer when your circumstances or needs change. Ongoing plans may be reviewed and updated.

Can I ask for help without completing a form?

Yes. You can begin by speaking with your trainer, Student Support Officer or the administration team.

Is my information confidential?

Support information is handled confidentially and stored securely, subject to legal requirements and situations involving immediate safety concerns.

Do not wait until a small problem becomes a major barrier. Speak with us early so we can understand your circumstances and help you identify the right support.