Assessing the quality of the integrated tutor model for student support in Open Distance Learning

The demand for university education has put pressure on institutions of higher learning to provide access and quality student support because increased access to higher education should not compromise the quality of student support services. Tutorial support in Open Distance and e-Learning (ODeL) is one of the support services used by institutions to ensure increasing academic access, participation, and success. The Senate Teaching and Learning Committee (STLC) of the University of South Africa (Unisa) appointed a committee in 2012 to develop the Integrated Tutor Model (ITM) to enhance academic activities. We established that there is a need to inquire into the quality of the ITM on tutor support services. We developed this qualitative exploratory study from the first author's PhD study that assessed the quality of tutorial support services that Unisa offers through the ITM. The ITM model integrates face-to-face (F2F) and online tutor systems in Unisa. We purposively selected students who participated in the F2F tutorials of the first and second semesters in 2022 to participate in this study. We collected data through individual semi-structured interviews and focus group discussions (FGDs). We learned that the students hold positive views about the quality of tutorials in terms of time management and the quality of recordings on Microsoft Teams, the competency of the tutors offering the modules, and the communication that they receive from the tutors. There were, however, challenges that the students faced such as load-shedding, network-related problems, and personal issues. The tutors mitigated these challenges by sending the students the recordings of the sessions. The study shares knowledge about the tutors' skills and creativity in the use of the ITM to provide quality support of student learning in an ODL higher institutional environment.