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This case study examines the introduction of a centrally managed booking system for academic skills appointments conducted by the Library Academic Support Team at Leeds Beckett University, showing how staff-student communication channels can scaffold effective student support. The new system was introduced in order to manage a large number of requests for skills appointments across all academic levels, to ensure an equitable experience for all learners, and to frame staff-student encounters more effectively at the formative stage. Further benefits included provision of more focused tuition, additional data on learner requirements, greater capacity to re-route appointment requests, and more efficient use of student and staff time, while retaining the option of human intervention in the system as required. This paper demonstrates a transferrable means of enhancing institutional processes whilst retaining the traditional strengths of one-to-one encounters in order to improve the overall student experience.

The COVID-19 pandemic forced UK universities to move the majority or all of tuition online. The Library Academic Support Team at Leeds Beckett University used that shift as an opportunity to improve information literacy (IL) and academic skills tuition across the institution. Instruction and support were redesigned on a flipped basis to ensure that online delivery improved on face-to-face delivery rather than simply replicating it. This project report reviews that work with usage statistics, user feedback, practicalities of service provision and discussion of impact. The report extends existing literature with a model of significant institution-level changes to IL and academic skills instruction which could be applied elsewhere. It concludes that the shift to flipped online learning was a qualified success, with the revised approach proving notably more popular and inclusive, also providing other benefits such as more focused in-class discussion.

Aboriginal organisations throughout Victoria are funded to deliver quality services to Aboriginal people through HACC, Aged Care, and Disability programs. Services are delivered in a culturally appropriate way taking into consideration the Aboriginal way of life and taking a holistic approach which may include the whole family. These services may be in the homes or in residential care facilities.Service Co-ordination was targeted recently with linkages and relationships being made between Aboriginal services and mainstream services to find best practices on how to deliver services to Aboriginal people. A 5 stage consultation process occurred and many communities had great results in achieving their goals and outcomes.A booklet was developed by the Elders, HACC & Disability Services at GEGAC as an information sharing tool for use within the Aboriginal Community for those with Dementia, their families, and the staff involved in their care. In consultation with the local Aboriginal community, the book provides a method of recording a person's life as well as giving them the opportunity to tell their story. It also provides conversation points for aspects that they remember well.Elders who have shared their story have taken great delight in sharing their childhood experiences, life journey, trials and tribulations with staff. All staff have a better insight into the clients life and challenges that they have had to overcome. This booklet has had an extremely positive result from the local community and health related services.