In the final part of our series on Nisai Virtual Academy’s journey to achieving and maintaining the prestigious IQM “Centre of Excellence” status, we focus on the cornerstone of our success: the Customer and Student Support Team (CASST). This dedicated team plays a vital role in ensuring that our students receive the personalised support they need to thrive academically and emotionally.
Proactive initial contact and referral process
The journey of a Nisai student begins with a proactive approach to understanding their needs. A CASST member makes initial contact with parents or carers during the referral process, gathering crucial information about the learner’s requirements. This early engagement allows us to tailor our support from the outset, ensuring that each student receives the appropriate interventions and accommodations.
- Monitoring attendance and identifying patterns: One of the key responsibilities of CASST is monitoring attendance. By running reports on non-attenders and recording reasons for absence, the team can identify patterns that might indicate underlying issues, such as unsuitable lesson timings or difficulties with content. This information is used to make necessary adjustments to improve attendance and engagement.
- Section on student availability times: The referral form now includes a section for students’ availability times. This proactive step helps us schedule lessons that fit better with the students’ routines, reducing unauthorised absences and increasing participation.
Flexible learning options
Recognising that some students may struggle to attend live sessions, Nisai offers flexible learning options. Students who cannot join live lessons can access recorded sessions later. While this aspect currently lacks a monitoring system, student assessments and their marks are used to gauge engagement and learning outcomes.
Personal Learning Support Programme (PLSP)
The Personal Learning Support Programme (PLSP) is Nisai’s mentoring programme, designed to provide additional support to students. Each mentor holds a caseload of up to three students, offering personalised guidance and assistance.
- Face-to-face attendance improvement programme: Mentors are involved in a face-to-face attendance improvement programme, recording both online and offline attendance. This differentiation allows for tailored contact and support, with plans and outcomes updated weekly with the student.
- Virtual mentoring: Initially introduced during the pandemic, virtual mentoring has been extended to non-PLSP students who need extra support. This programme focuses on building confidence, improving organisation skills, and addressing specific areas of need. It is now offered as part of EHCP consultations and reviews, ensuring that every student has access to the support they require.
Expanding the Mentor Network
Nisai’s network of face-to-face mentors has grown significantly, now supporting learners across various regions. These mentors meet students’ social and emotional needs while assisting them in accessing virtual learning.
The PLSP Director oversees the professional development of mentors, cascading training through regional directors via weekly team meetings, half-termly mentor meetings, and termly face-to-face meetings with parents and students. This comprehensive CPD ensures that mentors are well-equipped to provide high-quality support.
Addressing examination challenges
Exams pose a unique challenge for virtual learners, requiring a physical setting. Nisai has established a network of centres across the country to enable students to attend exams as ‘private’ candidates. This logistical feat highlights the strength of our professional relationships and our commitment to supporting our community.
The CASST is integral to Nisai’s success in providing inclusive and supportive education. By proactively engaging with students and their families, monitoring attendance, offering flexible learning options, and expanding our mentoring network, we ensure that every student can succeed.
As we conclude our series on Nisai’s journey to IQM “Centre of Excellence” status, we celebrate the dedication and hard work of our Customer and Student Support Team. Their unwavering commitment to student support underpins our mission to provide inclusive, high-quality education for all.
