Swinburne University of Technology

Reimagining Student Equity Services at Swinburne University of Technology

The challenge

With needs‑based funding approaching and a highly diverse student cohort, Swinburne saw an opportunity to strengthen outcomes for learners from low socioeconomic backgrounds. The Student Equity Team needed to shift from reactive, program‑based support to a proactive, connected and scalable model aligned to modern learner journeys.

This project delivered a new vision, a tiered service model, and a staged roadmap for change - designed to help every learner “participate fully, genuinely belong and succeed on their own terms.”

What we did

Designd a future‑focused, learner‑centred equity model
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    Defined a Clear Vision and Direction

    With the team we helped articulate a new purpose: to make Swinburne “a place where every learner can participate fully, genuinely belong and succeed on their own terms.” Five strategic priorities were set, including closing the success gap, improving online equity support, and addressing time and financial barriers early.

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    Designed a Tiered Service Model

    We introduced a scalable service model that enables the team to reach more learners, earlier, by offering clear self‑service information, guided support for common tasks, coordinated whole‑person assistance for learners with complex needs, and strategic initiatives that address structural barriers across the system. This approach allows staff to spend less time navigating processes and more time providing meaningful support to learners who need deeper assistance.

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    Created a Staged Roadmap for Change

    The roadmap outlines four phases - Setting Direction, Enabling Actions, Testing & Learning, and Measuring to Scale - allowing Swinburne to act immediately while building the evidence and capability needed for long‑term transformation.

The results

A clear, actionable blueprint positioning Swinburne University to lead nationally in equity access and success

  • A Unifying Vision and Stronger Foundations for Equity

    The Student Equity Team now has a shared purpose and direction aligned with Swinburne’s ambition to become Australia’s most diverse and inclusive university. By focusing on the core barriers learners face - time poverty, financial strain, and technology access - the team is positioned to intervene earlier and prevent issues from compounding.

  • A Scalable, Learner‑Centred Model That Improves Engagement

    The new tiered service model delivers earlier, clearer, and more connected support, reducing the effort required for learners to stay engaged with study. It creates a more consistent experience across the university and ensures staff can spend less time navigating systems and more time providing meaningful assistance.

  • A Roadmap for Action, Growth, and Improved Outcomes

    The staged roadmap enables Swinburne to move quickly, test what works, and scale proven approaches over time. With modelling showing that closing the equity completion gap could result in around 300 additional graduates each year, the work provides a clear pathway to stronger learner success and completion.

Testimonial

From the outset, the project brought together a wide range of perspectives on the desired outcomes. While this created some challenges, the process was guided with skill and clarity, keeping everyone aligned and moving forward.  Early involvement of the team proved invaluable, and there was genuine excitement when sharing progress with wider groups. The experience was collaborative throughout. The team balanced competing priorities, managed staff transitions smoothly and maintained strong momentum. Regular check‑ins helped review progress and confirm next steps, reinforcing confidence in the direction. Overall, the process was handled thoughtfully, professionally, and with a clear commitment to achieving a positive outcome.

Office of Student Wellbeing (Student Equity)
Swinburne University of Technology

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