Pastoral Care Code 2021 — Clause 16
At-risk learners — tertiary provider obligations
The Pastoral Care Code requires providers to proactively identify at-risk learners and respond appropriately. Clause 16 in practice.
📋 Pastoral Care Code 2021, Clause 16 — proactive identification required
The obligation — proactive, not reactive
Clause 16 requires documented processes to: identify learners at risk of harm to themselves or others, respond promptly, refer to professional support, and follow up. Providers must actively look — not wait for disclosure.
Early warning indicators
- Sudden or sustained non-attendance without explanation
- Sharp decline in grades or assignment submissions
- Withdrawal, agitation, or noticeable mood changes
- Direct or indirect disclosure of distress
- Financial hardship — missed fees, homelessness risk
- Social isolation or relationship breakdown
- Third-party concerns from peers, family, or staff
- Visa stress or cultural isolation
What to do
- Make contact — reach out with genuine concern, not accusation
- Create a safe, private, non-judgmental space
- Listen actively — don't rush to solutions
- Assess urgency — immediate risk to life? Call 111
- Refer to appropriate support services
- Document the interaction, referrals made
- Follow up within an agreed timeframe
- Escalate complex situations to the pastoral care team
Immediate risk — suicide
Act immediately
Do not leave them alone. Call 111 if immediate danger. Contact your institution's mental health crisis service. Notify your manager immediately. Do not promise confidentiality when safety is at risk.
Crisis lines: Lifeline 0800 543 354 · 1737 (text or call 24/7)
Documentation for NZQA
NZQA auditors look for evidence your system is working. Keep records of: concerns identified and how, contacts made, referrals, outcomes, and follow-up. Aggregate data should inform annual self-review.
Source: Pastoral Care Code 2021, Clause 16.
nzqa.govt.nz. General information only.
Frequently asked questions
What if a learner refuses support?
Respect autonomy. Document the offer and refusal. Continue to monitor and re-offer. Escalate if ongoing risk cannot be addressed.
Do we report at-risk learners externally?
Generally no — unless serious harm risk requires 111 or family involvement. Internal pastoral records must demonstrate identification and response.
What if a peer reports concern about another student?
Take it seriously. Reach out to the learner of concern. Document the referral and response. Follow up with the peer who raised it.
How often should we follow up?
Your policy should specify. Guide: weekly for high-risk, monthly for lower-risk. Always document.