1970s
Regional Liaison Officers - helping distance education students stay the distance
‘The RLO network has been one of the most successful elements of USQ's efforts to support distance education students over the past 25 years. The work of the individuals who have contributed to the network over this period should not be underestimated. The number of positive letters, emails and phone calls I have had over the past seven years from USQ students praising the work of the RLOs and of Outreach staff generally only serve to confirm the important role they continue to play in the lives of USQ students.’ Alan Smith, Executive Director, Division of Academic Information Services, 2006.
In 1976, the Darling Downs Institute of Advanced Education began its involvement in distance education. From the very beginning, distance education appealed to many students, particularly those living in rural or remote regions throughout Queensland.
By 1978, distance education numbers had grown significantly. The Institute quickly recognised the need to assist distance education students on a more personal level, and so pioneered a unique student support system, the Regional Liaison Officer (RLO) network.
The network's strategy was simple - set up Institute representatives (Regional Liaison Officers) in regions throughout Queensland, to provide administrative and personal support to distance education students. Students could call or write letters to their RLO with any concerns, issues or queries they had in relation to their studies, and the RLO would then respond with relevant information or advice.
Initially RLOs volunteered their time, but the success of the network soon saw RLOs being paid for the valuable work they were undertaking. The network also continued to expand in unison with student numbers.
In 1990, an RLO was set up in Sydney (the first one outside Queensland), and by 1996 RLOs were located throughout Eastern Australia.
Currently there are 16 RLOs supporting over 10,000 distance education students from USQ in regions ranging from Cairns to Melbourne. Collectively, the current RLO network has 187 year’s experience in helping distance education students.
Beryl Liston is the longest serving RLO, and to date has contributed 21 years to the role. ‘I just love it. I enjoy being that sympathetic voice at the end of the phone. I get to know the students, and I get a great deal of pleasure out of solving their problems. It's a great feeling.’ Beryl Liston (RLO - Far North Queensland region) 2006
The RLO network and student numbers have grown since those humble beginnings in 1978, however the role of the RLO has essentially remained the same. Even with the advances in technology and online delivery, nothing quite replaces a friendly person at the end of a phone or an email, ready to provide information or troubleshoot any issues.
USQ continues to support and value the personal service the RLO network offers its distance education students. Other international universities have since adopted the RLO model, but perhaps the greatest testament to the network's effectiveness is the feedback the University continues to receive from its distance education students. They speak for themselves:
‘My RLO helped bridge the gap of isolation that external students feel, and her warmth made me feel a real part of university life.’
‘My RLO was helpful, friendly and deserves recognition for not only promoting USQ, but helping students along the path of external education.’
‘Without her assistance and guidance, I wouldn't be where I am today.’