People

The student counsellor should know what student care is available at education institutions. Students need to know who provides this support, and how they can access it. Students should normally be informed of support services and personnel at their orientation and in the student handbook.

Support Personnel in Education Institutions

As a condition of their accreditation or registration, most education institutions must have student support systems and specialist staff to advise and assist international students. Support personnel may be located at a central student support office or at faculty or course levels. How student care is organised varies depending on the size and type of institution, and the education system in the destination country.

Student care usually involves a number of functions:

• Advice to international students
• Academic and personal counselling
• Specialised support (e.g., for students with disabilities)
• Language and learning support
• Accommodation assistance.

Note: In addition, large institutions may have student organisations providing students with social and special interest support. Small institutions may refer students to external organisations for some types of assistance. In secondary schools, support may be provided by teaching staff with additional responsibilities for international students.

Student care in a small educational institution may be the responsibility of one person performing all functions. In a large institution, there may a number of personnel each responsible for one function. Often the roles of the support personnel are implied in their position titles. (Note that the term “student counsellor
is often used for student care personnel covering any of these functions.)

For discussion of support roles and responsibilities within organisation structures, refer to B1.1 Education Institutions.

International Student Advisers

International student advisers are often the first point of contact for international students seeking support. International student advisers may provide advice directly to students or may refer them to other support services as appropriate.

International student advisers generally:

• Welcome new students and conduct orientation programs
• Plan and deliver activities and events for students
• Develop student support programmes, including peer support
• Prepare information for students to assist them with frequently asked questions
• Refer students to relevant services and specialised support
• Liaise with external bodies such as immigration authorities and community groups
• Communicate with and support student organisations
• Provide advice to faculty staff about the specific needs of international students
• Provide individual advice and support to students about:
  • Their experience as students
  • Settling into accommodation
  • Cultural adjustment
  • Academic progress
  • Where to find appropriate services
  • Basic information about visa compliance.

International student advisers may also assist students with advice on managing their money, balancing education and part-time work responsibilities, and their rights as employees if they are working part-time.

Academic and Personal Counsellors

In general, academic counsellors provide students with advice about the progress of their studies. Academic counselling for international students may also include advice about study skills and extra assistance with the learning environment. (See also Language and Learning Support Personnel below.)

Personal counsellors assist students confidentially with a range of personal and lifestyle issues. (In principle, the term “counsellor” implies counselling qualifications, but in practice, this is not always the case.) Personal counsellors usually assist students with language, learning, and health issues, and can refer students to the right person if further assistance is needed.

Specialist Support Personnel

Students at larger education may have access to specialist support personnel for those with disabilities or other issues. In some countries, such support may be mandatory.

Specialised support for students may include:

• Special facilities or assistance for deaf or blind students
• Wheelchair access to buildings
• Special learning support
• Special support at exam time.

The student counsellor should advise prospective students about specialised support available at educational institutions before they enrol, and the need for such support should be specified when applying for enrolment. On arrival, students should discuss their needs with the international student adviser, who will refer them to the appropriate specialist support personnel.

Language and Learning Support Personnel

During their studies, international students may need additional support due to the extra difficulties associated with studying in a foreign language or environment. Language and learning support personnel assist students with studying in the education environment of the destination country.

Language and learning support personnel students advise students about appropriate study skills. They may also assist students to develop practical skills in:

• Writing essays and assignments
• Participating in tutorials
• Giving presentations
• Doing research and using libraries.

Accommodation Officers

Accommodation officers assist international students in finding suitable accommodation and advise them about its availability and cost. In addition, they may assist students with practical aspects of settling into rental or homestay accommodation.

Accommodation officers can usually advise students about:

• The language on residential lease documents
• Setting up accounts for utilities and phone
• Responsibilities for payment of bills
• Communication difficulties with housemates or homestay family
• Appropriate and acceptable behaviour in shared or homestay accommodation.

Student Organisations

Student organisations (e.g., student unions or student associations) offer support and networking opportunities for new and continuing students. Often the student organisations have their own office and provide informal advice for students. They may offer legal advice, health services, and facilities for student clubs and organisations.

International students may be able to join:

• Cultural groups
• National groups
• Special interest groups
• Post-graduate groups
• Religious groups.

Extension Questions: For each educational institution:

• What international student advisers and other support personnel are available to help students?
• Who provides academic counselling? Personal counselling?
• Who provides language and learning support?
• What specialised support is available?
• Who is the accommodation officer?
• What student organisations are available?

External Support

In addition to student care offered internally by education institutions, international students can usually access other support services in the destination country. These services are usually available to the general community.

Professional Support

Professional support services are available to the general public, either as a public service or commercially. (Note: These services can be expensive for international students unless covered by insurance or reciprocal treaties.)

Professional support personnel can include:

• Health professionals (e.g., doctors, dentists, psychologists, naturopaths, and acupuncturists)
• Counsellors
• Legal advisers
• Financial advisers
• Government or municipal agency staff
• Law enforcement and security officers
• Consulate staff.

Social Support

Social support can be provided by affiliation with groups of like-minded people. Some social groups operate specifically to provide support for their members (e.g., community support groups, ethnic associations, religious groups). In other groups, the members come together to pursue a common interest (e.g., sports clubs, musical societies). International students may be able to join local churches, sports clubs, drama societies, environmental groups, etc. along with the general population. In addition, they may join specific ethnic and cultural groups or national-based associations.

Extension Questions: For each relevant destination country:

• What professional support services are available to international students?
• How much do they cost? Are they covered by insurance or reciprocal treaties?
• What social groups can international students access?
• What social support groups may particularly assist international students?