A new learner outreach project launched by Student Services in Semester One saw an eleven percent improvement in course pass rates for the Schools of Applied Business and Healthcare and Social Practice.

The First Assessment Project aims to improve student retention and course completion rates by responding early to learners who struggled with their first assessment.

Led by our Student Central and International Services teams, the project is rooted in academic research from Unitec’s Master of Applied Business programme.

Kaimahi from our Student Services contacted ākonga who did not pass or came close to failing their first assessment and offered them targeted support to ensure they completed their course.

“By framing the calls as general well-being check-ins, our staff were able to build a rapport with students, gently transitioning into conversations about academic performance,” says Jeffrey Wu, Manager Student Central, AskMe and International Services.
“We would then recommend suitable support services. This empathetic approach encouraged students to open up.”

Out of a total of 252 callouts made to ākonga in April, 147 were successful of which 122 completed and passed the course for an 83% pass rate.
Of the 101 unsuccessful callouts, the pass rate was 72%.

Reasons for an unsuccessful callout varied from ākonga not answering their phone or not returning messages, to marks being released too late for Student Services to call them.

“These figures suggested that the project was able to lift the course passing rate by 11% - that is an incredible number of students who we managed to support early so that they could either graduate or continue their academic journey with us,” Jeffrey adds.
“Students sincerely appreciated the outreach, especially the advice on managing stress and workload. Staff involved in the project felt equally inspired and empowered to contribute directly to student success. This evidence was further supported by the course completion rate data provided by Te Korowai Kahurangi.”

Head of School for Applied Business, Kerry Kirkland described the results as both “significant” and “inspiring” and was enthusiastic about the continuation and expansion of this project across the wider institute.
“I’m really proud of this initiative and the positive impact it has had on our learners. The data speaks for itself. It’s a powerful reminder that timely, personal outreach can make a real difference in student success and retention,” she says.
“It reflects our commitment not just to academic achievement, but to manaakitanga and the pastoral care of our learners.”

Linda Aumua, Head of School, Healthcare and Social Practice added: “This is great news, to have captured the data and seeing that the impact on student outcomes is much greater.”
“My aim is to impact course completion rates so I’m hoping this enables an overall shift towards that outcome.”

Annette Pitovao, Director, Student Success believes Unitec is one of the first Institutes of Technology and Polytechnics (ITP) to trial a project of this type focusing on that first assessment and proactively reaching out to students to ensure they completed their course. 
“We like to be groundbreaking in Student Success by testing the norms and pushing boundaries. This project is a great example of exactly that,” says Annette.
“What’s key here is the right support at the right time, in the right way, for the learner – a personalised approach that shows we care. At Unitec, our learners are whānau, aiga, famili, and family – so helping is what we do for our learners to be successful.”

Jeffrey credited the mahi of the Student Central, Ask Me, and International Success teams led by Project Lead and Student Central Advisor, Zarina Caacbay, for the project’s success.

“Their consistent care, effort, and hands-on involvement made a direct impact on students’ academic journeys, and their contribution deserves heartfelt thanks,” Jeffrey says.

Mr Wu says despite the success, there are clear opportunities to refine the process ahead of the launch of Phase Two this week.

“Data collection proved to be manual and time-intensive, and timelier grade releases would enhance the team’s ability to act earlier,” he explains.
“Exploring more flexible calling schedules could also help increase student reach. Looking ahead, the plan is to expand the initiative to include more Schools and scale up its benefits.”

The Schools of Architecture, Computing, Electrical and Applied Technology, Bridgepoint, Building Construction and Community Studies (Sport, Exercise and Recreation), have already signed up for Semester Two, with results of Phase Two expected in early December 2025.