Purpose of the Learner Support Framework
The Learner Support Framework creates a consistent, personalised and
high quality student support structure for Student Services across all
locations. The Framework encourages reflection throughout a programme
of study, and supports retention and progression through targeted support
at key stages of the student journey, to which it is aligned.
Structure of the Learner Support Framework
The Framework identifies a baseline of nine Key Activity areas, each with
defined objectives, main activities, performance targets and student
focused service standards. The Key Activities feature both reactive and
proactive elements to provide generic support for successful study and to
effectively support vulnerable and disadvantaged students.
The Framework provides Student Services staff with operational
guidance and best practice in delivering a consistent service. Practitioner
groups regularly monitor and review performance against agreed targets
in order to improve the support provided.
The Framework makes extensive use of e-support and encourages
students to self serve where appropriate, in order to free up resource for
personal support where it is most effective.
• Student Services staff work with tutors to encourage referral of
students who need advice and support, to resolve queries and to
provide additional support.
• Timely e-messages signpost students to specialist support teams
and online resources (e.g. study skills and induction).
• Automated interventions alert the student and practitioners to
progress concerns
• Moderated learner support forums provide online support and foster
a sense of student community.
The Student Journey
New student
Exploration Consideration Decision Orientation
Re-consideration Decision Transition
Continuing student
Key Activities of the Learner Support Framework
1. Module and programme information, advice and guidance
Help enquirers make informed decisions about OU study and choice
of module, qualification or programme of study.
2. Pre-course support
Prioritise and contact new undergraduate students to welcome,
encourage and offer advice on preparing to study.
3. Development of generic studentship skills
Work with tutors to enable students to acquire the academic skills
which underpin successful higher education study.
4. Support for a programme of study
Work with tutors to support students in maintaining successful
progress with their programme of study.
5. Support for assignments
Encourage students to submit all assignments, particularly the first.
6. Mid module support
Encourage students to maintain study momentum midway through
their module and reflect on their progress.
7. Careers information, advice and guidance
Empower enquirers and students to recognise their potential and
achieve their personal, educational or careers goals.
8. Examination and end of course assessment support
Work with tutors to ensure students are supported in their revision
and to take their exam or submit an examinable component.
9. Support for progression
Encourage students to consider their study plans and make informed
decisions about the next steps in their programme of study.
Reflection
Preparation Study Consolidation Completion
Reflection
 The Open University
Benefits
• The Framework provides a high quality, consistent and
Learner Support Framework
personalised support structure for our students.
• It defines, evaluates and reviews the support offered to students
throughout a programme of study.
The Learner Support Framework provides a holistic, high
• Key Activities are measured against performance targets to
evaluate current support, make decisions about future support quality and consistent support structure for Open
and map resource to where it will have most effect. University students and is designed to be a comprehensive
model of support from ‘first enquiry to graduation’. It builds
• It documents and communicates the model of support, is
on and provides a systematic approach to developing good
responsive to change and encourages innovation in supporting
students. practice in student support throughout the student journey.

Success
STUDENT
KEY ACTIVITIES
The success of the framework can be demonstrated by: JOURNEY
• 250,000 student queries a year are resolved and measured Exploration
against performance targets; 1. Module and Programme Information, Advice and
Consideration
• Pre-course contact is associated with a 5% improvement in Guidance
retention; Decision
• 200,000 students a year read learner support e-messages; Orientation 2. Pre-Course Support
• 60,000 students a year visit learner support forums;
• Proactive support for resit students is associated with a 5% Preparation 3. Development of Generic Studentship Skills
increase in pass rates and progression to the next module;
4. Study Support
• The Quality Assurance Agency institutional audit in 2009
5. Support for Assignments
commended the Framework for achieving much greater Study
6. Mid-module Support
consistency in the provision of student support.
7. Careers Information, Advice and Guidance

8. Examination & End of Course Assessment

Consolidation
Support
For further information about the Learner Support Framework
contact the Learner Development Team, Teaching and Learner Reflection
9. Support for Progression
Support at the Open University. Completion

email: ss-lsf-team@open.ac.uk The Learner Support Framework mapped against the Student Journey

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charity in England and Wales and a charity registered in Scotland (SC 038302).