Hotline set to support overseas students

A new phone hotline has been set up at USQ to assist International students

USQ has once again demonstrated its commitment to supporting its international students with the development of a 24 hour Student Assistance Hotline.

Along with another nine institutions, USQ has entered into an MoU (Memorandum of Understanding) with Mondial Assistance through its OSHC Worldcare business to test the viability of 24 hour telephone support to overseas students facing a variety of concerns including cultural issues.

Director of Student Services at USQ, Christie White, said USQ was committed to supporting its overseas students and the development of the hotline only further highlighted the University’s concern for its students’ wellbeing.

'In light of current perceptions in the community and overseas about international student safety in Australia, it is important that we demonstrate and promote our safe and supportive learning community and give confidence to those coming to our country to study and to their family members,' she said.

Ms White said the University hoped the Student Assistance Hotline would value-add to the international students’ experience.

'We are conscious of the fact that international students experience a variety of transitional and ongoing issues relating to accommodation, social integration, cultural adjustment, and feelings of isolation and homesickness,' she said.

'These issues don’t only arise during business hours. This initiative is demonstrable evidence of the University’s commitment to support international students’ acculturation in Australia.'

The Student Assistance Hotline will be maintained after hours and on weekends and public holidays by OSHC Worldcare. Their contact centre team has the skills, training and experience to deal with diverse student concerns and issues. The number will be forwarded to Student Services in Toowoomba between 9.00am and 5.00pm on business days.

The Director of Student Services will receive daily track logs of the calls made the evening before to ensure that appropriate follow-up support is provided to the student if necessary. They will also receive monthly trend reports highlighting common enquiries, frequency of calls and type of support provided.

The number, 1800 689 410, is a free call from landlines in Australia, standard call rates apply from mobile phones. Students will be directed to use 000 for emergencies requiring an ambulance, fire department or the police.

Contact Details:
Connie-Louise Rego, USQ Media, +61 7 46 31 2977 or 0400 025 429