Redesigning Residential Support: Lessons from Implementing a New Model at Monash University Accommodation
Tracks
Track 1
| Wednesday, May 6, 2026 |
| 3:45 PM - 4:30 PM |
| Hall C |
Overview
Student Experience & Wellbeing - Toby Maxwell-Wright & Jess Plimm
Speaker
Toby Maxwell-Wright
Manager, Residential Support, Engagement And Development
Monash University Accommodation
Redesigning Residential Support: Lessons from Implementing a New Model at Monash University Accommodation
3:45 PM - 4:30 PMAbstract Overview
Monash University Accommodation provides on campus accommodation for approximately 3,000 residents across 13 residential halls. In 2024, a year-long review was undertaken into their decades-old residential support model. At that time, the model consisted of teams of live-in staff in each hall (40 in total) who were expected to be available outside of University business hours for engagement activities and incident management. While the model had largely been successful, it was becoming increasingly clear that it was not sustainable and presented issues with inconsistent approaches to incident management and engagement, staff coverage and emerging workplace reforms.
The review progressed two streams of concurrent processes to explore opportunities to identify an optimal future model. One involved a team of Monash University Accommodation leaders supported by HR specialists to consider models in use by other university providers. Concurrently, Monash University Accommodation engaged the Nous Group to benchmark a sample of providers and stress test models that were developed. The review produced five possible models, with the outcome resulting in a model that provides a team responsible for community building and engagement (Residential Life Staff) and a specialised out-sourced incident management team (Community Support Officers) that provides support after hours and 24/7 on weekends.
During the implementation phase, potential risks were identified and mitigation strategies developed. This included the development of a comprehensive change management plan that incorporated clear communication strategies, phased implementation timelines, support structures for staff and residents and feedback mechanisms.
Following implementation, an evaluation strategy was developed that analysed insights from existing long-term feedback methods while also introducing new approaches to monitor performance and drive continuous improvement. One year on, the scale of this transformation has provided important insights through our lessons learned.
The review progressed two streams of concurrent processes to explore opportunities to identify an optimal future model. One involved a team of Monash University Accommodation leaders supported by HR specialists to consider models in use by other university providers. Concurrently, Monash University Accommodation engaged the Nous Group to benchmark a sample of providers and stress test models that were developed. The review produced five possible models, with the outcome resulting in a model that provides a team responsible for community building and engagement (Residential Life Staff) and a specialised out-sourced incident management team (Community Support Officers) that provides support after hours and 24/7 on weekends.
During the implementation phase, potential risks were identified and mitigation strategies developed. This included the development of a comprehensive change management plan that incorporated clear communication strategies, phased implementation timelines, support structures for staff and residents and feedback mechanisms.
Following implementation, an evaluation strategy was developed that analysed insights from existing long-term feedback methods while also introducing new approaches to monitor performance and drive continuous improvement. One year on, the scale of this transformation has provided important insights through our lessons learned.
Biography
Toby Maxwell-Wright has enjoyed a 26 year career in education, primarily as a secondary school English teacher who has held a variety of academic and pastoral leadership roles across a variety of educational settings. He previously worked with Monash Residential Services from 2017-2019 as the Manager for Residential Support, Engagement & Development and has recently returned to the same role. In his previous time in the role, he was responsible for the 40 staff who lived across Monash’s 14 residential halls. In rejoining Monash University Accommodation, Toby now leads the Residential Life Team under a new model in their support of their 3000 residents. Toby’s interest in the university residential space is driven by his experiences in thriving educational residential communities, where he views engagement and a sense of belonging as vital elements in fostering transformative educational experiences.
