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Simulated workplace
Scenario · Student Services and Support

Build a learner support plan and resolve an enrolment complaint

You are a Learner Support Officer in Student Services and Support.

Intermediate2 to 3 hours7 tasks
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The situation

What has happened

Farid Hosseini has enrolled in the classroom Certificate IV program. His foundation skills assessment shows a numeracy gap against the program's demands, which include calculating training hours, interpreting assessment data and costing a session. His unique student identifier is not yet verified and he has lodged a complaint that he was told he could not start classes without one. Classes begin in a week. The specialist wants a support plan built with Farid, the identifier issue resolved, the trainer briefed and the complaint closed with a written response.

Your brief. Meet Farid, complete the Reasonable Adjustment Request Form and a support plan that integrates numeracy support into the program, help him obtain and verify his identifier, brief his trainer, and close his complaint in the register with a written response.
Read the work request in your inbox
Tasks

Deliverables

  • Completed Reasonable Adjustment Request Form
  • Learner support plan recorded in the student register
  • Trainer briefing note
  • Written complaint response and updated register entries

Documents to use

Systems to use

Student Management Register

Holds every learner's enrolment, identifier verification, support plan, progress and result records.

Complaints and Appeals Register

Logs every complaint and appeal from receipt to outcome, with the independent owner, due dates and improvement actions.

For trainers and assessors

Units of competency

Current on training.gov.au for the Training and Education Training Package as at 10 September 2026.

TAELLN421Integrate core skills support into training and assessment
TAELLN422Use foundation skills resources, strategies and advice
TAEXDB411Plan and implement individual support plans for learners with disability
TAEDEL414Mentor in the workplace

Qualifications

TAE40122Certificate IV in Training and Assessment
Assessor notes

What to look for

Evidence guide

Look for a respectful, learner-centred conversation, a support plan with numeracy strategies embedded in real program tasks rather than generic referral, accurate advice on the identifier requirement and a trainer briefing that respects privacy. The complaint response must be factual, warm and closed in the register with the outcome recorded.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.