Learner Support
DAIS-POL-009
Learner Support Policy
Data and AI School of London, NCFE Approved Centre
Policy Owner: Learner Support Lead
Version: 1.0 | Date: April 2026 | Review: April 2027
NCFE Risk Level: Medium
Mode of Delivery: Fully Online
9.1 Purpose and Scope
This policy ensures that every learner has the support they need to succeed in their online qualification. It covers the identification of learner needs, progress monitoring, proactive wellbeing, and intervention procedures appropriate to an entirely online delivery model.
9.2 Initial Needs Assessment
All learners complete an Initial Needs Assessment at enrolment via an online questionnaire on the VLE, covering: prior learning and qualifications; relevant work experience; digital skills and confidence; any disabilities or health conditions; English language proficiency; and learning goals. The results inform each learner's individual support plan, reviewed during online induction.
9.3 Communication and Response Times
| Communication Type | Channel | Response Time |
|---|---|---|
| Learner queries (general) | VLE messaging | Within 2 working days |
| Assessment feedback | VLE / e-portfolio | Within 10 working days of submission |
| Urgent welfare concerns | Email to DSL | Within 1 working day |
| Technical issues | Technical support email | Within 1 working day |
9.4 Progress Monitoring and Non-Engagement Escalation
Tutors and the Learner Support Lead monitor each learner through VLE analytics. Non-engagement triggers are defined as follows:
| Trigger | Action |
|---|---|
| No VLE login for 5 working days | Tutor sends a check-in message via VLE |
| No login for 10 working days | Learner Support Lead contacts learner by email and phone |
| No response after 15 working days | Formal at-risk notification; Head of Centre informed |
| No contact after 20 working days | Withdrawal process initiated (see Policy 14) |
9.5 Additional Learning Support
Learners who disclose a disability or learning difficulty will be supported through: a referral to the Access Arrangements Coordinator (Policy 12); adapted learning materials where reasonably practicable; extended deadlines for formative activities; and additional tutor contact via video call.
9.6 Information, Advice, and Guidance (IAG)
Learners are entitled to impartial IAG about their qualification, career options, and progression routes. The school provides IAG through the VLE resource library and one-to-one guidance sessions with the Learner Support Lead via video call. Where the learner's needs extend beyond what the school can provide, they will be signposted to appropriate external services.
9.7 Technical Support
A Technical Support Guide is published on the VLE, covering common issues with platform access, browser compatibility, and submission. A named technical support contact is available during published hours, with the backup submission route clearly communicated.
9.8 Wellbeing
Tutors are trained to identify signs of learner distress and escalate concerns to the Learner Support Lead or Designated Safeguarding Lead. Wellbeing resources are signposted on the VLE. The school conducts proactive wellbeing check-ins, not solely reactive interventions.
This policy is reviewed annually. Next review: April 2027. Approved by: Head of Centre. © Data and AI School of London, April 2026. NCFE Approved Centre.