The challenge
Ensuring Student Support Services could meet future demand called for an operating model which prioritised consistency, improved access and sustainable, responsive service delivery.
Operating across a diverse system of South Australian schools, specialists and stakeholders, Student Support Services plays a critical role in supporting inclusion, building capability and improving student outcomes. However, increasing demand, workforce complexity and variability in service delivery were placing pressure on the existing model.
While the service was highly valued, its core purpose, functions and system role were not consistently defined or understood. Access pathways could vary, making it harder to ensure equitable and timely support, and alignment between central strategy and local delivery needed strengthening.
To respond effectively, the South Australian Department for Education needed a contemporary operating model that could clarify roles and accountabilities, improve consistency and transparency of service delivery, and provide a practical pathway to sustain performance in a more complex and demanding environment.
How we helped
A future focused operating model was developed for Student Support Services – grounded in evidence, shaped through extensive stakeholder engagement, and designed to be practical.
We undertook extensive consultation across more than 700 stakeholders, including Student Support Services staff, school leaders, Department executives and partner organisations. This provided a clear, system-wide view of current strengths, challenges and opportunities.
This was complemented by analysis of service demand, access pathways and operational performance, alongside cross jurisdictional benchmarking to identify leading practices.
We then synthesised these insights into a clear future state for Student Support Services – defining its core purpose, functions and system role, supported by practical recommendations and a phased implementation roadmap.
The resulting operating model was designed to improve consistency, strengthen access and support more sustainable delivery, while remaining grounded in the realities of a complex service environment.
Results that matter
Providing clearer Service pathways and functional accountabilities, our sequenced implementation roadmap laid the path for the impactful and inclusive future model.
Delivering a stronger articulation of the purpose of Student Support Services and system role, supported by evidence based recommendations to improve sustainability, consistency and responsiveness. Service pathways and functional accountabilities are clearer, enabling more transparent and equitable access for schools, students and families.
Importantly, the Department now has a practical, sequenced roadmap to guide implementation – supporting change in a complex operating environment while maintaining service continuity.
By grounding the future model in robust consultation, data and leading practice, the Department is better positioned to meet growing demand and continue delivering impactful, inclusive education outcomes for students across the state.
Our people
