Whatever it takes: Maintaining student engagement and wellbeing in unprecedented times

Abstract

When COVID-19 impacted Australia earlier this year, student accommodation providers found themselves in the most challenging operating environment imaginable. Deakin Residential Services (DRS) rapidly adapted to the continually changing landscape, taking a ‘whatever it takes’ approach to supporting students across all four of Deakin University’s campuses. Adopting a focus on ensuring members of our community were supported, engaged and informed, DRS instigated ongoing one on one welfare checks with every resident, and introduced a new wellbeing model tailored to support students through life ‘out of the ordinary;’ facilitated a comprehensive suite of virtual programs to foster community and responsibly engage students in a COVID-safe manner, and leveraged technology to keep students informed, manage expectations, and demonstrably ensure understanding, compliance and active support for key safety messages. This paper will share further details regarding this three-part strategy, exploring aspects which have been found to be silver-linings and likely to remain part of our operation post-pandemic, along with discussing some of the challenges and opportunities which have arisen throughout 2020. The authors will highlight key elements which are transferable, not only to other student accommodation providers, but also to those supporting the broader student experience within higher education.