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Student Support Services Victoria

Student Support Services

IHNA offers support services to help students to succeed with their study at the Institute of Health and Nursing Australia. IHNA also provides support services for students who may require assistance in non-academic related areas. Some programs or support services are applicable for particular groups of students while others are for all students.

Students of IHNA will have access to our comprehensive student support services to make sure they have every chance possible of successfully completing their course.

1) Support to complete the enrolment

IHNA’s friendly administration support team provides one-on-one assistance to the students to complete the enrolment process by guiding them through documents via phone calls, emails and face-face sessions. No prior appointment required.

2) Orientation Day (for Bridging Program and Diploma of Nursing only).

Students will be advised to attend the mandatory orientation day at IHNA prior to the commencement of the course or make prior arrangements with IHNA to gather the course information. The orientation day will provide an orientation about the course including details regarding course summary, expectations, occupational health and safety, student support services, accessing to library resources, applicable policies, assessment, progress, campus facilities and fire and safety aspects. An orientation day schedule will be sent to the enrolled students prior to the orientation day.

On the orientation day, an orientation pack will be distributed which includes IHNA Student Handbook, Course information guide, E-learning information guide, professional experience placement guide, assessment guide to the students, relevant documents (e.g. Time table, assessment cover sheet, students complaints and appeal form, feedback forms, ANMC national Competency Standards for Registered Nurses).

Students who can’t attend the orientation day could request the orientation pack from the institute. The pack will be sent to the students. The information could also be retrieved from the E-learning platform. The students could contact the course coordinator through Skype, email and through phone (teleconference) to discuss further any aspects as per the orientation day schedule.

3) Trainer / Assessor support for e-learning students.

Students will be contacted by their trainers/assessors via phone, email, messaging and/or through the online course forums. IHNA’s trainers/assessors play an active role in the course forums. They will provide a response to a student’s email enquiry within 72 hours – and in most cases much sooner.

At the commencement of the course, students will be introduced to their trainer/assessor via email, who will continue to give support as they progress through their studies through email and/or telephone calls.

4) ‘On Arrival’ Reception Service

On Arrival Reception Service can be booked by all new students (and immediate dependents) arriving in Melbourne or Perth (applicable if the student is relocating to Melbourne or Perth for their study and arriving via flight). This service means that students will be greeted at Melbourne or Perth Airports and taken to their place of accommodation.

The cost is $80 per student per pickup.

To arrange this service, the enrolled students are advised to contact the student support manager at studentsupport@ihna.edu.au three days prior to their arrival so that convenient arrangements can be made. An e-mail confirming this arrangement will be sent to the student and the course coordinator.

5) Accommodation Support

IHNA can provide students with excellent accommodation at a very reasonable cost. Our hostel and other accommodation facilities are arranged as close as possible to training locations and professional experience placement venues. We offer the following: fully furnished shared accommodation which incorporates all utilities bills, internet facilities, local telephone facilities. All accommodation includes a common kitchen and dining area.

Contact the student support manager at studentsupport@ihna.edu.au for more details. Enrolled students will be allowed to visit the accommodation facilities prior to making decisions on the accommodation.

6) Welfare Services

IHNA provides students with a broad range of welfare services including assistance with enquiries about fees, social security allowances and benefits and applications for course-related financial support. Students are requested to contact the registrar in person or emailing enquiry@ihna.edu.au at the corresponding campus for more details.

7) Community Support Services

The following is a list of specialised support students available to students outside the college.


Police/ Fire Department/Ambulance

Telephone Counselling Services:

Lifeline (24 Hour Counselling)
131 114

Suicide Line (Statewide helpline)
1300 651 251

Salvation Army Crisis Line (24 Hours)
9536 7777

Kids Help Line
(24 Hour Telephone and On-line Counselling for children and young people aged between 5 and 25 years)
1800 551 800

Student’s Emergency Line:
International Student OSHC World Care
1800 814 781(24 hour)

Specialist, Welfare & Referral Services:

24 Hour Hotlines

Centre Against Sexual Assault (CASA)
Counselling & Support Line
9349 2210
1800 806 292 (Free call)

Victorian Sexual Assault Crisis Line – After Hours
9347 1766
1800 806 292 (Free call)

Women’s Domestic Violence Crisis Service of Victoria
9373 0123 (24 hours)
1800 015 188 (Free call)

Child Protection Crisis Line 24 Hours
131 278
Victorian Poisons Information Centre
131 126

Money & Credit

Centrelink Youth & Students Line
132 490

Consumer Credit Legal Service
9602 3326

Consumer Affairs Victoria
1300 558 181

Community Services

Alcoholics Anonymous
9429 1833

Direct Line – Confidential alcohol and drug counselling & referral line
1800 888 236

Domestic Violance Resource Centre Victoria
292 Wellington St Collingwood Victoria 3066 Australia
(03) 9486 9744

Family Planning Victoria
9654 4766

Gamblers Help Line
1800 156 789

Gay and Lesbian Switchboard
03 9663 2474

Grief Line
9596 7799

Men’s Line Australia – Referral Service – Support for Australian men anywhere, any time
1300 78 99 78

Parent Line – Counselling, information and referral service for parents
13 22 89

Victims of Crime Helpline
1800 819 817

Women’s Domestic Violence Crisis Service of Victoria
9329 8433
1800 015 188 (After hours)

Women’s Information and Referral Exchange (WIRE)
1300 134 130


Tenants Union of Victoria
9416 2577

Office of Housing – Victorian State Government
1300 650 172

St Kilda Crisis Contact Centre
10am to 12 midnight – 7 days a week
9536 7777
Toll free
1800 627 727


National Welfare Rights Network
9416 1111

Victoria Legal Aid
9269 0234

Youthlaw – Young Peoples’ Legal Rights Centre
9661 2412

Mental Health

Beyond Blue – National Depression Initiative
1300 224 636

Life Line – 24-hour telephone counselling
131 114

Panic, Anxiety & Depression Assistance (PADA) ( Reconnexion )
1300 273 266

SANE Helpline – Information & Referral service
1800 18 7263

Suicide Line – Statewide helpline
1300 651 251

Victorian Mental Health Services
9096 8592

8) Career guidance

Career guidance is provided by assisting students (if requested) with interview techniques, letters of application and CV/ resumes preparation. Students can clarify their career interests, discover new possibilities and learn more about education and training options. Speak to one of IHNA’s friendly staff for more information.

9) Counselling services

IHNA students have access to staff for counselling and advice on appointment. An internal Counsellor is available for staff and students of IHNA to access as required.
IHNA’s counsellor is available to all students who may want to talk about:

  • stress and depression
  • relationships and family matters
  • sexual assault
  • identity issues
  • study issues and performance anxiety
  • suicidal thoughts or self-injury
  • homesickness
  • adjusting to Melbourne or the Institute
  • motivation issues
  • exam stress
  • any other matters you would like to talk about in confidence.

The course coordinator and trainers or the delegated personnel will be available to provide additional support during the course duration. Students could contact the concerned personnel through e-mails, teleconference, telephonic discussions, by person (on appointment) and Skype.
Students can also use any of the Community counselling services available as listed under Section 7

10) Complaints and Appeals process

IHNA has a Student Complaints and Appeals Policy (Click here for a link to the same in the IHNA website). Any complaints or appeals from the students will be managed based on this policy. IHNA is committed to provide students with a fair and equitable process for resolving any complaints or appeals they may have. This includes provision of an independent mediator. IHNA has made similar arrangements with LEADR, Association of Dispute Resolvers. If the student is dissatisfied with the resolution proposed by the Institute, they can access the Student Mediation Scheme provided by LEADR.

Contact details for LEADR:
Address: Level 1, 13-15 Bridge Street Sydney NSW 2000,  Phone: 02 9251 3366, Fax: 02 9251 3733
E-mail: infoaus@resolution.institute,   Website: www.resolution.institute

The charges and costs for Student Mediation Scheme will be shared between IHNA and the student.

11) Support to ATSI students

Students of Indigenous background may choose to liaise with the Training Manager. The Training Manager will assist with contacting the external Koori liaison officer who will provide cultural, study and general support for Indigenous students. The Training Manager will assist with the arrangement of appropriate cultural support services at the Institute’s expense.

IHNA believes in adult learning principles. People from all social and cultural backgrounds will be equally treated and due respect will be given to Aboriginal and Torres Strait Islander people. Additional free of charge teaching-learning sessions will be arranged for students who require extreme support. Students will be guided to external support agencies, if required, for specific support strategies. The Training Manager, as the IHNA representative, will make decisions regarding this service.

IHNA will support the Aboriginal and Torres Strait Islander students for:

  • Enrolment and course advice; academic support – tutoring and mentoring, photocopying and computer facilities, assessments tasks, presentations; job vacancies.
  • Social support – cultural awareness activities, drop-in centre (crisis-help network), community organizations and events; referrals and support in housing counselling and discrimination advice; and access to the Indigenous Resource Library.
  • IHNA will encourage and direct the nursing students to join the Congress of Aboriginal and Torres Strait Islander Nurses.
  • IHNA will set up an Aboriginal student centre and Aboriginal Coordinator, to provide academic counselling and above mentioned support services for Aboriginal students once the students enrolled.

ABSTUDY policy by the Department of Education, Employment and Workplace Relations provide direction and assistance for ABSTUDY, ANF (VIC Branch) Metropolitan Education Grants and ANF Regional Education Grants, scholarships and study awards, and finance matters.

IHNA has approval from Centre link for current courses. Reference Number: 3P762. IHNA will contact other organisation like Koori Heritage Trust and Victorian Aboriginal Education Association Inc (VAEAI) for further guidance so that IHNA can offer maximum support for the ATSI students.

Students enrolled in the nursing courses at IHNA can get membership from Congress of Aboriginal and Torres Strait Islander Nurses  and will be eligible all their support services.

12) Support for Students with Disabilities

IHNA will assist students with a disability to succeed in their studies at the Institute. These students can consult confidentially and, if eligible, register for support (they will need recent documentation of their disability or medical condition). A learning support plan can then be negotiated with their Course Coordinator.

The students with any forms of disability are encouraged to:

  • Inform IHNA clearly about the disability at enrolment.
  • Speak up about their needs.
  • Make enquiries as early as possible as the institute may need time to organize the support that may suit them.
  • Supply a written verification of the disability  by the professional of choice (e.g. general practitioner, medical specialist, allied health professional)

Any information about a disability will be kept confidential. IHNA respects the rights not to reveal information about a disability. But, you may need to consider the impact that may have on the support needs.

IHNA provides the following services for students with disabilities:

  • Assistance during course application, enrolment and orientation.
  • Assistance with physical access to buildings and special parking facilities
  • Liaising with external agencies (e.g.:  Transport and Accident Commission(TAC))
  • Special study materials and equipment (e.g. ergonomic chair, tape recorder)
  • Organising direct learning support (e.g. note takers, special tutors and signing interpreters for the deaf).

Course Coordinator will negotiate with other IHNA trainers and assessors to provide alternative assessment and special considerations.

Reasonable adjustment may include but is not restricted to:

  • the use of adaptive/assistive technology (equipment and software designed for use by people with a disability)
  • educational support
  • alternative assessment methods
  • learning and assessment aids such as papers in large print or the use of scribes or interpreters
  • Extra time to complete a course or assessment.

13) Clinical Learning Laboratories

All IHNA campuses have multi-purpose clinical learning laboratories available for teaching, demonstrating and practice of skills along with access to a bathroom that includes bath and shower facility for demonstration and practice.  Each clinical learning laboratory is furnished with audio-visual equipment including internet facilities available for staff and student use. In addition; there are two self-directed learning rooms that students can use for clinical skills related learning. The clinical laboratory/library will be open from 08.30 to 18.30 hours so that students could get more time for practice. Students have to organise with the Course Coordinator if they need the extra support or assistance from a trainer or assessor for the laboratory session.

14) Photocopying

A photocopier is available in the student lounge for student use. Students requiring photocopying services need to contact the Student Support Officer for the use of the photocopier

15) Learning Support

Your Course Coordinator can help if you are having difficulties with the units in your course. They can assist you to develop a better understanding of your class work and a learning plan to help you successfully complete your course. In the E-learning platform, a forum ‘peer chat’ is created to encourage free discussion between students and between the trainers / assessors and students.

16) IHNA Alumni

The IHNA Alumni is an integral aspect of the IHNA community. Any students holding a qualification or Statement of attainment from IHNA can be a part of IHNA Alumni. Benefits of joining the Alumni are;

    • Share your experiences and achievements and be a guide to fellow members
    • Support during emergencies
    • Become eligible for scholarship for higher education
    • Professional support to escalate your career

  • Legal advice and assistance
  • Access to IHNA’s online library and resources
  • Subscription to alumni e-news
  • Attend exclusive alumni and IHNA events

17) Code of Student Behaviour

Students are required to follow the Code of Student Behaviour at all times. Failure to follow the Code of Student Behaviour may invoke the imposing of disciplinary actions including removal from the course. Click here for a link to IHNA Student Code of Behaviour.

18) Regulatory Authority for Healthcare Practitioners

Australian Health Practitioner Regulation Agency (AHPRA) supports the 10 National Health Practitioner Boards that are responsible for regulating the 10 health professions including Nursing and Midwifery Board of Australia. IHNA will provide the necessary assistance in your application for professional registration.  For further information regarding the Regulatory Authority and Criteria for Registration to Practice please refer to the following AHPRA website: http://www.nursingmidwiferyboard.gov.au/ which provides information regarding Registration Endorsement and Standards, Codes, Guidelines and Statements and Accreditation.

19) Access and Equity Policy

IHNA’s Access and Equity Policy is published in IHNA website (Link). It is the responsibility of all staff members to ensure the requirements of the Access and Equity Policy are met at all times. IHNA abides by current legislation in regards to equal opportunity.

20) Privacy

IHNA is committed to the responsible management of personal information and to protecting the right to privacy of those whose information it holds. In handling personal information, staff of IHNA will abide by the privacy principles that form part of the Information Privacy Act 2000. Personal information is collected solely for the purpose of operating as a Registered Training Organization. The requirements of the registering authority may require the release of personal information for the purposes of auditor for collection of data by Commonwealth and State Government departments and agencies. It is a requirement of the National VET Quality Framework that students can access personal information held by the Institute.  Students may request corrections to information that is incorrect or out of date.

21) Policies for student reference:

IHNA maintains a quality management system for its management and operations including a set of policies and procedures. IHNA has published a number of these policies and procedures applicable to its clients, students and stakeholders on the IHNA website (https://www.ihna.edu.au/policies-links-forms/). To ensure that the most updated information is accessed you are encouraged to view the policies from these pages on the website. These policies are also available in hard copy at our Campuses.

22) Course Commencement

Course commencement date will be informed to the students by mail and phone call. The date is also published in the IHNA websites. Students can call IHNA directly during working hours for any further information.

23) Extended administrative/learning support

IHNA is committed to help students with all their study and administrative needs. If students have any questions about their course, IHNA will be able to point them in the right direction. If a student is just starting out with their studies, IHNA’s friendly staff will be available to talk them through:

  • How to get started with your course
  • What your Student Orientation Kit contains
  • How to use our online mode of study
  • How to apply for Police Check
  • How to get the Immunisation done
  • Their payment options and budgeting for their  course costs
  • All other administrative enquiries

Student can also get support throughout their course on handy study skills including:

  • Time-management
  • Active reading
  • How to create a study plan
  • How to write an essay
  • How to write an assignment
  • Research techniques
  • Sourcing reference materials

24) Lodging your application

You may apply online or download the application form from IHNA website wp.ihna.edu.au. Your application including ALL supporting documents must be sent to: enrolments@ihna.edu.au OR

IHNA Melbourne Heidelberg:
Institute of Health and Nursing Australia
597-599 Upper Heidelberg Road,
Heidelberg Heights, Victoria 3081,
Tel: +61 3 9450 5100

Working hours: Monday-Friday (0830-0430pm)

For official enquiries: mail@ihna.edu.au
For course enquiries: enquiry@ihna.edu.au
For payment enquiries: accounts@ihna.edu.au
For enrolment enquiries: enrolments@ihna.edu.au
For student support: studentsupport@ihna.edu.au
To contact the CEO: ceo@ihna.edu.au

Students should read and understand the Student Handbook before completing the application Form.

25) Contact Persons

In case of any queries please feel free to contact any of the below given staffs:


Lakshmi Indukuri

Student Welfare Officer,

Contact Phone : 03 9450 4420


Arshad Abdul Samad

Arshad Abdul Samad

Student Support Officer (Melbourne Campus)

Contact Phone : 03 9450 5100




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