Why Admin and Support Staff Deserve RTO-Focused PD Too

When people think of professional development (PD) in the VET sector, the spotlight usually shines on trainers and assessors. After all, they’re the ones delivering qualifications, making assessment decisions, and guiding students through their learning journeys.

But what about the people who guide students into the journey?

Admin officers. Student support. Enrolment officers. Compliance assistants. These team members form the backbone of every Registered Training Organisation (RTO), yet their professional development is often overlooked.

Let’s change that.

The Hidden Frontline of the RTO

Admin and support staff are more than paperwork processors. They are:

  • The first voice students hear on the phone
  • The first reply to an enrolment email
  • The person who chases up forms, answers nervous questions, and keeps the database accurate
  • The ones who support the delivery team, often juggling compliance tasks and student needs at the same time

Their work impacts:
✅ Student experience
✅ Enrolment conversions
✅ Data accuracy
✅ Compliance evidence
✅ Internal workflow and communication

When their knowledge, skills, and confidence are strong, the whole RTO benefits.

What Kind of PD Do Admin and Support Staff Actually Need?

Admin teams don’t just need general workplace training, they need RTO-specific professional development that understands their world.

Here are key areas where focused PD makes a difference:

1. Understanding the Standards and Compliance Basics
They don’t need to be compliance officers, but they do need to understand why things like file checks, USIs, LLN results, and participation evidence matter. A little compliance literacy goes a long way.

2. Student Communication and Customer Service
Supporting a diverse learner base means knowing how to communicate with empathy, clarity, and confidence. Especially when handling complaints, distressed students, or those with barriers to learning.

3. Digital Literacy and RTO Systems
Whether it’s managing enrolments in an LMS, entering AVETMISS data, or using student management systems, admin staff need practical training in the systems they use daily.

4. Conflict Resolution and Complaints Handling
These skills are crucial, especially when dealing with student grievances or team tension. Admin staff are often caught in the middle, so give them the tools to manage it professionally.

5. Time Management and Task Prioritisation in High-Volume Environments
Most RTO admins are managing dozens (or hundreds or THOUSANDS) of students across multiple cohorts and trainers. Knowing how to triage tasks and stay organised reduces errors and burnout.

What Happens When You Invest in Admin PD?

When admin and support staff receive the same attention and development as trainers, you’ll notice:

✅ Fewer compliance errors
✅ Stronger teamwork across departments
✅ Happier, more capable staff
✅ Improved student experiences
✅ A more resilient RTO culture

Professional development is not a reward for trainers. It’s a responsibility to the entire team.

How to Get Started

  • Include admin and support roles in your PD plans
  • Offer short, practical, RTO-specific courses tailored to their roles
  • Schedule regular upskilling—just like you would for trainers
  • Celebrate their contribution and recognise their growth

At VET Solutions, we offer PD designed specifically for RTO support staff. From student service excellence and complaints handling, to compliance basics and digital systems.

Because your admin team isn’t "just admin", they’re essential to your RTO’s success.

👉 Explore our short courses here: vetsolutions.com.au/courses
Created with