Module 4.4 - Resources

Lesson 4.4: Changes & Variations

Duration: 10 minutes | Workflow for Each Scenario

💡 Key Takeaway: Students frequently request changes to their enrollment. Each change type has a specific workflow and triggers automatic PRISMS notifications when needed.

🔄 Why Changes Matter for Compliance

Any change to a student’s enrollment can affect their CoE and visa. The system manages PRISMS reporting automatically, but you must follow the correct workflow for each change type to trigger the right notifications.

⚠️ Critical: Never process changes manually in PRISMS. Always use the system workflow – it updates PRISMS automatically and creates audit trail.

Change Type 1: Course Change

📚 Student Wants to Change Course

Common scenarios: Change from Certificate IV to Diploma, change specialization, switch from Business to IT

Step 1: Check Eligibility

Does student meet entry requirements for new course?
Is there a place available in new course?
System shows “Check Eligibility” button → Click it
System validates: Academic requirements ✓ English requirements ✓ Availability ✓

Step 2: Generate New Offer

If eligible → Click “Generate Course Change Offer”
System creates new offer letter with new course details
Shows fee comparison (new course fees vs fees already paid)
Student receives offer via email automatically

Step 3: Student Acceptance & Payment

Student accepts new offer (clicks link in email)
If additional fees required → Student pays difference
If new course is cheaper → Escalate to Finance for credit note
System tracks acceptance and payment status

Step 4: Update Enrollment

Once payment confirmed → Click “Process Course Change”
System updates student record to new course
Old classes removed from timetable
New classes added automatically

Step 5: New CoE Generated Automatically

System does this automatically:
→ Cancels old CoE in PRISMS
→ Generates new CoE with new course details
→ Sends new CoE to student
→ Logs all changes with timestamps
You just click “Process Course Change” – system handles PRISMS

⏱️ Time Required: 15-20 minutes (if student meets requirements). Most time is waiting for student to accept and pay.

Change Type 2: Deferral (Postpone Start Date)

📅 Student Wants to Defer (Start Later)

Common scenarios: Visa delayed, family emergency, financial issues, personal reasons

Step 1: Request and Documentation

Student emails deferral request with reason
Document reason in student notes
If deferring due to visa delay → Request proof (visa rejection letter or processing evidence)
System allows deferrals up to 12 months (longer requires senior approval)

Step 2: Check Next Intake Availability

View “Upcoming Intakes” for student’s course
Check if places available in preferred intake
Inform student of available intake dates
Student confirms which intake they want

Step 3: Process Deferral

Navigate to student record → Click “Process Deferral”
System form appears:
→ Select new start date (from available intakes)
→ Enter deferral reason (dropdown + notes field)
→ Upload supporting documentation (if any)
→ Click “Confirm Deferral”

Step 4: Automatic Actions

System automatically:
→ Updates student start date in system
→ Cancels current CoE in PRISMS
→ Generates new CoE with new start date
→ Reports deferral to PRISMS (required within 5 days)
→ Sends confirmation email to student with new CoE
→ Updates student status to “Deferred – [New Intake Date]”

💡 Important: Fees already paid remain valid. Student doesn’t need to pay again (unless fees increase – then Finance contacts them).

Change Type 3: Leave of Absence (Temporary Break)

⏸️ Student Needs Temporary Break (Already Enrolled)

Difference from deferral: Student has already started studying, needs to pause mid-course

Step 1: Assess Reason (Compassionate/Compelling)

Leave of absence only approved for compassionate/compelling circumstances:
→ Serious illness (student or immediate family)
→ Family emergency
→ Traumatic event
→ Major political upheaval in home country
NOT approved for: Travel, work, “just tired”, general homesickness

Step 2: ESCALATE to Student Services

You do NOT approve leave of absence
→ Click “Escalate – Leave of Absence Request”
→ Document student’s stated reason
→ Upload any evidence student provided (medical certificate, death certificate, etc.)
→ Student Services Manager reviews and decides
Why escalate: Visa implications, compassionate grounds assessment, requires senior judgment

Step 3: IF Approved (Student Services Handles)

Student Services Manager approves and sets return date
System automatically:
→ Records leave period (start and end dates)
→ Suspends attendance tracking during leave
→ Reports to PRISMS (leave approval + reason)
→ CoE end date may extend (to account for break)
→ Sets reminder to contact student before return date

⚠️ Critical: Leave of absence affects visa validity period. Student may need to check with Department of Home Affairs. Student Services provides guidance letter.

Change Type 4: Address Change

🏠 Student Has Moved (New Address)

Legal requirement: Students must notify us of address changes within 7 days. We must update PRISMS within 14 days.

Step 1: Student Notification

Student emails new address OR updates via student portal
If via email → You enter it in system
If via portal → System flags for your verification

Step 2: Update Student Record

Navigate to student record → “Contact Details” tab
Click “Update Australian Address”
Enter new address (system validates Australian address format)
Select effective date (usually “today” unless student moved earlier)
Click “Save Address”

Step 3: Automatic PRISMS Update

System automatically (within 24 hours):
→ Updates address in PRISMS
→ Records change date and who updated it
→ Sends confirmation email to student’s new address
→ Updates emergency contact address if it was same as residential

⏱️ Time Required: 2-3 minutes. Fastest change type – just address update, system handles PRISMS reporting.

What Triggers Automatic Notifications

🔔 PRISMS Reporting Matrix

Change Type	PRISMS Update	New CoE Required?	Timeframe
Course Change	Auto – old CoE cancelled, new created	✅ YES	Immediate
Deferral	Auto – deferral reported, new CoE with new date	✅ YES	Within 5 days
Leave of Absence	Auto – leave recorded with reason	⚠️ MAYBE	Within 5 days
Address Change	Auto – address updated	❌ NO	Within 14 days

💡 Key Point: You never manually update PRISMS. Follow the system workflow for each change type, and PRISMS reporting happens automatically with audit trail.

Quick Reference: Change Processing

⚡ At-a-Glance Guide

Course Change

✓ Check eligibility
✓ Generate offer
✓ Payment confirmed
✓ Process change
⏱️ 15-20 min

Deferral

✓ Document reason
✓ Check intake
✓ Process deferral
✓ Auto PRISMS update
⏱️ 10-15 min

Leave of Absence

⚠️ ESCALATE
Student Services
Compassionate grounds
Assessment required
⏱️ 5 min (your part)

Address Change

✓ Update system
✓ Auto PRISMS sync
✓ Confirmation sent
Fastest change!
⏱️ 2-3 min

🎓 Key Takeaways

Four common change types: Course change, Deferral, Leave of absence, Address change
Course change: Check eligibility → Generate offer → Payment → Process (new CoE auto-generated)
Deferral: Document reason → Check intake → Process (PRISMS updated within 5 days)
Leave of absence: ALWAYS escalate to Student Services (compassionate grounds assessment required)
Address change: Fastest and simplest (update system, PRISMS auto-syncs within 14 days)
System handles all PRISMS reporting automatically – never update PRISMS manually
Each change creates audit trail with timestamps and user logs

✓ Module 4 Complete! Next: Agent Coordination