Customer story highlights

• Consolidated three wellbeing systems into a single, secure platform.
• Improved tracking of disability, counselling, and general wellbeing support.
• Reduced workflow complexity and administrative overhead.
• Achieved early staff buy-in and improved visibility of case management.

About Wodonga TAFE

As a long-standing TechnologyOne customer (since 2010), Wodonga TAFE is a leading vocational education provider in Victoria’s north-east, serving students across regional communities and industries. With over 700 staff and more than 200 accredited courses, the TAFE supports approximately 10,000 students each year.

Known for its practical focus and strong ties to local employers, it offers a wide range of qualifications in automotive, health, trades, hospitality, and more.

Wodonga TAFE’s website.

The challenge: disconnected systems and compliance risks

Before implementing TechnologyOne’s Student Wellbeing module, Wodonga TAFE’s student support team was managing wellbeing cases across three separate systems. This fragmented approach created duplicate records, inconsistent reporting, and limited visibility over the type and volume of services students were accessing.

According to Kelly Dwyer, Student Administration Systems Coordinator at Wodonga TAFE, the existing tools simply weren’t fit for purpose.

“We were challenged by a lack of clarity of overall student needs and support delivered, because of our multitude of data collection tools and processes,” Ms Dwyer said.

The issue became more pressing in 2024 when the Office of TAFE Coordination and Delivery (OTCD) began requesting detailed reporting on student wellbeing services. For the first time, TAFEs were asked to quantify the support they were delivering, but Wodonga lacked the system capability to respond.

“Historically, TAFE has just received a set amount of funding, but in 2024 the OTCD requested metrics on our student services and we couldn't produce that," Ms Dwyer said.

Support staff were also spending unnecessary time manually transferring information between platforms. A single student referral could require a ticket to be logged in one system, notes stored in another, and then additional documentation captured elsewhere.

This complexity slowed down referrals and made internal handovers difficult, particularly in areas such as disability support and counselling.

“There was a lot of duplication of information and data…it was very cumbersome for management to pull together reports to find what we were doing with our support bucket of money,” Ms Dwyer said.

The limitations of the legacy setup made it difficult to track engagement over time or justify requests for extra resources.

For a team responsible for supporting students with a diverse range of needs, from First Nations support to counselling and accessibility services, a more coordinated, secure system was urgently needed.

The solution: combining three legacy systems into one

To address its reporting and coordination challenges, Wodonga TAFE implemented TechnologyOne’s Student Wellbeing module in April 2025.

Built into its existing OneEducation suite and a part of Student Management, the module provides a single, secure location for managing all post-admission student support referrals, including disability, counselling, general wellbeing and more.

By replacing three disconnected systems with a unified case management process, the student support team can now track each interaction from referral through to closure, reduce manual steps, and manage more accurate student records across the organisation.

The module also supports a more consistent, student-centred experience. School leavers with a disability, supported via the Victorian Government’s Disability Transition Support Officer (DTSO) program, are recorded in the wellbeing system during Term 1 of their TAFE course.

At the end of Term 1, the students are referred to the main Disability team for continued support throughout their studies. This system allows a referral to be made from the DTSO team to Disability.

“At the end of term one, the students’ case notes are referred to disability support officer. The system allows copies of all documents to transfer to the new support case, which is an amazing handover and continuity of service for the student,” Ms Dwyer said.

“It’s not just about reducing duplication; it’s about creating a continuum of care. We’ve designed a process where the support a student receives in Year 12 follows them into TAFE. That’s never happened before."

In parallel, Wodonga TAFE worked closely with TechnologyOne to introduce confidential note types for sensitive records such as counselling sessions and medical documents. These allow support staff to restrict access based on service area, giving students greater confidence in how their information is handled.

Improved reporting via custom dashboards

One of the most immediate gains from the move to Student Wellbeing was the introduction of real-time dashboards, tailored to both operational and statistical views.

According to Ms Dwyer, these dashboards now provide frontline staff with a clear overview of their current caseloads, while enabling managers to surface insights and report back to the executive team and OTCD with confidence.

“They’ve said it’s made life much easier, much quicker for them. They’ve got their own dashboard… they can go there and see all their current cases in one screen, where they’re up to, how many they’ve closed off, and click through and get straight into the case itself,” she said.

The results: increased productivity and cultural change

The shift to a centralised case management platform has already reshaped how Wodonga TAFE delivers student support. With fewer systems, reduced duplication, and improved visibility, staff are spending less time on manual processes and more time supporting students.

Crucially, the change has enabled the organisation to begin quantifying the support it delivers, helping justify funding, request resourcing, and drive broader decision-making.

“We can see in an instant that 670 hours of support were recorded this year to date, with an average of 27 minutes per student in recorded support,” Ms Dwyer said.

“We currently have 400 active cases managed by the team; this clarity of workload will support the future resourcing needs of roles like Disability Support Officers.”

The success of the initial rollout has also encouraged stronger staff buy-in. What began as a necessary systems uplift has since grown into a broader shift in culture, where staff feel empowered by technology and more confident in the care they’re able to deliver.

What’s next for Wodonga TAFE?

With the Student Wellbeing module now embedded in daily operations, Wodonga TAFE is turning its attention to even more automation.

Phase two of the rollout will focus on streamlining referrals from across the organisation by embedding a digital form directly into the existing ticketing system, cutting another layer of manual re-entry and making it easier for all staff to connect students with the right support.

The team is also exploring how TechnologyOne’s Business Process Automation (BPA) tools can improve other key student workflows, including pre-training reviews and eligibility checks for government initiatives such as fee-free TAFE.

“We’re all very busy. We’re all trying to get the most out of our dollar. Taking advantage of those automation processes that TechnologyOne offers is a smart way to do business,” Ms Dwyer said.