Online service standards

Explore the various ways Holmesglen supports students studying online.

At Holmesglen we offer a number of courses that are delivered either partly or wholly online.

We are committed to providing a high quality and supportive learning experience for students. These online service standards outline our commitment in the following key areas:

Student support

Holmesglen will provide the following support when you study any aspect of your course online:

The Connect Team is available Monday to Friday 8am - 5.30pm Phone: 1800 639 888 Email: online@holmesglen.edu.au to answer questions, give advice and offer support. The Connect Team will respond to phone calls immediately during opening hours and reply to emails within two business days.

A Customer Service Officer will contact students upon enrolment and guide students through the enrolment and induction process, helping to log in and navigate Holmesglen's learning management system (LMS) Brightspace.

Technical support is available from Holmesglen's Technology Services Department (TSD) Monday to Friday 8am - 7pm , during term time.

Contact the Student IT Helpdesk on + 61 3 9564 1625 or the TSD Service desk on + 61 3 9564 1625

Contact is available with your teachers through email, messages in Brightspace, discussion forums, chats and webinars. Your teacher will reply to queries within 48 hours (Monday to Friday) and your assessments will be returned within seven days of submission.

As a Holmesglen student, you have access to a wide variety of support services that will enhance your study experience and help you complete your studies successfully. You will have access to our library databases, counselling, careers advice and support services. Learn more about student support services here.

As part of the application process, Holmesglen conducts a comprehensive review of the training needs of all prospective students to determine whether a course is suitable and appropriate for their needs. As part of this review, Holmesglen will also conduct a language, literacy and numeracy analysis which will help us to identify your strengths and areas where we may provide you with additional support. As part of this review, Holmesglen will also assess your level of digital literacy, and ability to access online training by:

  • asking you to undertake a digital literacy self-assessment
  • discussing the self-assessment and making recommendations about whether the course is suitable for you, and
  • identifying additional support where required.

Holmesglen uses a learning management system (LMS) called Brightspace for all online course delivery.

In order to use Brightspace,

  • you will need a device with access to the internet (broadband cable/ ADSL or NBN)
  • a web browser, preferably Chrome or Firefox.

Web-based content is also available on hand held devices including mobile phones and tablets.

Please read the introductory guide to the LMS for an induction into navigating your way around Brightspace.

Holmesglen ensures that learning materials used in online training are presented in a variety of formats that will enhance the learning experience including;

  • guided content
  • graphics
  • video
  • audio
  • interaction through discussion forums and webinars.

We also ensure learning materials cover all aspects of a unit of study so you have all the necessary information to satisfactorily complete the unit. Holmesglen is committed to meeting the principles of the Web Content Accessibility Guidelines by ensuring our online learning materials are perceivable, operable, understandable and robust.

Holmesglen provides an online learning experience that is engaging and interactive. Collaborative learning opportunities will be provided so that you can interact with peers, through:

  • discussion forums
  • webinars.

Ongoing feedback will be provided as you study through:

  • interaction with trainers/assessors in informal discussion forums
  • in response to individual queries and in relation to tasks you complete.

We will contact you if you haven’t logged on within four weeks of the unit start date. We will also monitor your participation to help keep your studies on track, and will contact you if you do not participate with the online resources at least once a month.

If you have not logged on within two months of the course start date and do not re-engage after five attempts to contact you, you will be deemed to have withdrawn from the course.

Other ways which Holmesglen supports Student Engagement include:

The Learning Skills Centre at Holmesglen is here to help you with your studies. Our dedicated team of teachers is focused on providing you with the skills you need to succeed in your course. Support is provided through academic workshops, one-on-one appointments and drop-in sessions.

Learning Skills Centre offers support with:

  • Assignments
  • Study skills and coursework
  • Accessing and navigating online content and assessments
  • Using and participating in online (Webex) classes.

Contact the LSC via email at learningskills@holmesglen.edu.au

As a Holmesglen student you have access to free online study help through Studiosity. Friendly subject specialists are waiting online 24/7 to help you with questions around maths, stats, science, accounting, writing and more. Just log in and ask a question. Whenever you get stuck on an assignment, aren’t sure where to start or just want a second set of eyes over your draft, use Holmesglen’s free Studiosity service. Upload your draft essay or assignment any time, and you’ll get it back with really detailed, useful feedback on how to make your work even better. You can find the Studiosity link on your unit Bright Space page.

You will also have access to LinkedIn Learning; a site which contains a suite of online learning resources that provide video tutorials across a wide field of topics including business, AutoCAD and software design. You will be able to access LinkedIn Learning with your Holmesglen login credentials at linkedin.com/learning/.

Modes and methods of assessment

Forms of assessment may include:

  • knowledge questions
  • projects
  • portfolio of work
  • reports
  • assignments
  • case studies
  • demonstration of practical skills.

Where you are asked to demonstrate competency in practical skills, video technology may be used.

Trainers and assessors

All teachers delivering online courses at Holmesglen are qualified and current in the areas that they deliver and assess. Teachers engage in ongoing professional development in:

  • online training
  • a staff reference group of online trainers and assessors, who meet and share ideas for improvement.
  • external communities of practice in the field of digital education.