Essential Guide to
Student Services
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NLC Counselling Services

The student services team welcomes you to the 2020/2021 academic year!

Student Services offers a number of services and supports to help you to succeed at Norther Lakes College (NLC). Our team works collaboratively with academic program areas to implement the College’s supported services and self-help resources to students that focus on academic success and student life, and we assist students to navigate NLC’s processes and procedures. It is important that you know what services and supports are available, where to go for information and who to ask for assistance.

The Essential Guide to Student Services provides the information you need about the Student Services division, and we encourage you to use this handbook throughout the year ahead.

We wish you great success in the year ahead.

-The Student Services Team

Student Services Overview

In this handbook,you will find information about the departments that make up Student Services. You will also find key contacts and references to important forms and documents. We encourage you to reach out to any one of our Student Services offices should you have questions or would like further information about our supports and services.


COVID-19 Note

Please be advised that due to COVID-19 safety protocols put in place by NLC to ensure the safety and well-being of the College community, Student Services supports and services will be available to students by distance delivery, including telephone and online options, for the remainder of 2020. Student Services will update students about the status of supports and services as College COVID-19 response measures evolve.You will find all the information you need about NLC’s COVID-19 response measures in the mandatory ‘COVID-19 and You’ student safety orientation.Details about how to access the ‘COVID-19 and You’ safety information will be provided to you during your program orientation. You can also find current information about NLC’s COVID-19 response plan on the College’s website at

Hours of Operations

Our Student Services offices are open Monday to Friday from 8:15 a.m. to 4:30 p.m.

Please note that we are closed on the following days for statutory holidays and College breaks:


October 12 Thanksgiving
November 11 Remembrance Day
September 7 Labour Day
December 24 – 31 Christmas Break
January 1 New Year’s Day
February 15 Family Day
April 2 & 5 Good Friday & Easter Monday
May 24 Victoria Day
July 1 Canada Day
August 2 Civic Holiday


Please refer to the 2020-2021 Academic Schedule for other important dates.

How do I contact Student Services offices?

You will find contact information for each Student Services department throughout the handbook. However, you can connect to any College department using the main toll-free line at 1-866-652-3456

Office of the Registrar (RO)

The RO is responsible for a number of services that are important to students, including:

  • Admissions& admissions decisions
  • Enrolment & registration
  • Tuition & fee information
  • Maintainting, managing & processing official student records, including transcipts
  • Assessingtransfer credits, advanced placement and recognition of prior learning (RPL)requests

The RO also plays a role in the formal student appeals process.You can find more information about this process in the College’s Student Appeals Procedure, which is included in your program handbook,or by contacting one of our Student Services offices.

What kinds of information do students send to the RO?

The RO is where you send information for admissions & enrolment, funding sponsorships, forms for withdrawals and other enrolment related requests, as well as anything related to student records, including transcripts and other official documents.

What kinds of information does the RO provide to students

The RO isalso the place where you can getinformation about program admission requirements, important dates & timelines, tuition & fees,how to make fee payments, and how to order official documents or records.

Where do I find important dates & deadlines?

Students should refer to the 2020-2021 Academic Schedule for important dates & deadlines. To access the Academic Schedule, please refer to your program handbook or speak to your program coordinator.

If you have questions about deadlines for admissions, withdrawals, tuition & fee payments or other enrolment services, please contact the RO.

Why am Ibeing asked to sign a Consent to Release Information form?

There may be times where you need NLC to share your student information with people and/or organizations that may require it, including funding sponsors, employers and others. Please be advised that the College will not share your student information with anyone without your prior consent. As such, to enable us to share your student information, the College will ask you to sign a Consent to Release Information form. Without a signed form, the College will only provide your student information to you.

What policies does the RO have to follow?

It is important to note that the RO must adhere toa number of NLC policies, procedures and regulations to do our work. These include,but are not limited to:

  • Admissions Procedure
  • Academic Standing –Grades Regulation
  • Academic Calendar Regulation
  • Student Conduct Procedure
  • Student Appeals Procedure
  • Student Fee Payments & Refunds Procedure
  • Freedom of Information and Protection of Privacy (FOIPP)Policy

We encourage you tobecome familiar with and consult these important documents. Not only do we reference these documents in some of our communications with students, but they will also help you to understand key processes and timelines that may affect you as a student. You can find more information about our policies & procedures by contacting one of our Student Services offices.

Contact Us:

We encourage you to reach out to the RO when you have questions about our services. Please be advised, for the remainder of 2020, we are asking that students reach out to the RO by phone or e-mail:

  • For general inquiries or to submit request forms, please e-mail
  • For admissions questions, please e-mail
  • For questions about student records, please e-mail
  • You can also connect with RO staff using our toll-free main line at 1-866-652-3456.

Advising & Educational Planning Support

In addition to reading through the information available on our website, you may be looking for assistance to plan your academic journey with NLC. Academic program area staff and College counsellors are available to assist students with information about programs at NLC, returning to school as an adult, setting academic goals, navigating NLC’s processes,and providing academic and student life resources. To access advising and educational planning services through Student Services, students can connect with our counsellors in the following ways:

Student Funding

Funding your education is an important considerationfor any student. The ROis also the source of information for questions you may have about your fundingoptions, including:

  • Official tuition & fee information
  • Student sponsorships
  • Student aid
  • Scholarships, bursaries and awards
  • Emergency funding

How do I get information about my tuition & fees?

The RO produces official tuition and fee sheets for each College program. Updated program costs and a detailed breakdown of fees can be found on the College’s website. To find information for your program, please use the search box in the top right corner and search the program name. Under “Program Description” on the program page, you will find links to a PDF version of the tuition and fee summary.You can also call the RO if you have questions about your tuition & fees.

How can I find out if a TPI has been submitted for my Alberta Works funding?

Training Provider Information forms (TPIs) are completed by the RO for students accepted to the College who are applying for AlbertaWorks Income Support funding. This form is sent directly from the RO to Alberta Human Services. If you havequestions about the submission of a TPI for your Alberta Works funding application, please e-mail

Where do I send information about my finding sponsorship?

If you are being sponsored for your tuition and fees by an organization other than Alberta Works, you are required to email a copy of your sponsorship letter to The sponsorship letter must include your full name, student ID number, program name, location and amount of sponsorship.

How do I make a payment?

Students are now able to make tuition and fee payments by credit card directly online via our website. In addition, payment can be made by cheque, online bill payment or electronic funds transfer. Please refer to the 2020-2021 Academic Schedule for important tuition and fee payment deadlines.

Questions about payment options may be directed to

What are my options for a refund if I withdraw from my program?

The student refund process is set out in the Student Fee Payments and Refunds Procedure and timelines for refunds are laid out in the College’s Academic Schedule. The Registrar will consider refunds outside our regular process and timelines only under exceptional circumstances.

Requests for exceptional refunds must be submitted in writing and should be e-mailed to

Where can I get information about student aid?

Students can apply for provincial and federal student loans and grants with one application. For information about student aid, including the application link, students should visit the Alberta Student Aid website at

As part of your application to Alberta Student Aid, you will require information from the College. Confirmation of registration for student loans is completed by the RO. The Student Awards Administrator can assist you with any questions you may have about your application for student loans, confirmation of enrolment and/or your assessment via email at Please note that international students are not eligible for student aid funding.

Where can I get information about scholarships && other student awards?

Students can find information about NLC’s scholarships, bursaries and awards in our Students Awards Brochure on our website. You will also find information about how to apply for student awards and/or how to make an appointment with our Student Awards Administrator.

You may also e-mail our Student Awards Administrator directly at

What if I have an emergency and need short-term financial help?

Situations may occur where our students require short-term emergency financial support. The College’s Financial Needs Emergency Bursary is an award that eligible students can receive once per term when an emergency situation arises. You can find information about our emergency funding bursary on the NLC website at

You may also e-mail our Student Awards Administrator directly at

Student Success – Tutoring Resources

In addition to supports available to students through academic program areas, the Centre for Teaching & Learning also offers supports for students that require tutoring, writing and/or study skills coaching.These tutoring services are available online or by phone to students from 8:15 a.m. to 4:30 p.m., Monday to Friday. Students can access the College tutor using the following contact information:

Students may also use the NLC tutor website to access recorded workshops,podcast sessions, study tips and tools, writing resources and the Write Away online application.

Please be advised that the College’s tutoring services will be available to students by distance for the remainder of 2020.

Accessibility Services

NLC works to provide learning accommodations to students who are diagnosed or identify with a disability, including learning disabilities, physical disabilities or disabilities related to mental health.

The College’s accommodation process is managed by our Accessiblity Services team. Accommodations are put in place to ensure students have equitable access to learning opportunities. Accommodations vary, and may include use of assistive technologies. Accommodations may be temporary or put in place throughout the duration of a student’s program.

If you require a learning accommodation, you are encouraged to identify your needs during the admissions process. However, student accommodation needs may be identified at any point throughout the academic year.

The Accessiblity Services team will work with you to determine whether an accommodation is required. Once it has been determined that an accommodation is required, the Accessibility Services team will provide a formal recommendation and work with academic program areas to facilitate implementation of learning accommodations.

Please be advised that Accessibility Services will be available to students by distance for the remainder of 2020.

Contact Us:

Library Services

For the remainder of 2020, Library Services may be accessed by distance via the library webpage at

How do I access library resources from a distance?

To access our library resources, Library Services will issue you a PIN that you can use to access resources on the library website.

What resources can I access through the library?

The library collection includes:

  • Online journal databases
  • eBooks
  • Fiction and non-fiction books
  • Audiobooks
  • Moviesand video streaming
  • Program guides for Allied Health, Nursing and Social Work students
  • CDs
  • Other publications

As a member of NEOS, Library Services also has access to a network of library collections outside of the College.

What other assistance can the library provide?

In addition to providing online access to the library collection, Library Services is a excellent source of information for students. The team can assist you in the following ways:

  • Information and digital literacy information
  • Academic integrity (i.e. plagiarism) information
  • Citation guidance
  • Copyright guidance
  • Research basics, including use of databases and other digital services
  • eResources

The Library Services team also publishes how-to-videos and manages a YouTube channel with videos that teach information and digital literacy skills.

Contact Us:

The Library Services team is here to work with you. For general inquiries, you can contact us at(780)849-8670or by e-mailing

Student Wellness & Counselling Services

At NLC, we understand that life doesn’t hit pause when you become a student. Being successful means finding balance, navigating challenges along the way, and equipping yourself with the support you need when you need it. As part of our unique Supported Distance Learning model, we offer a variety of resources and services to help you along your journey with NLC.

How do I access student wellness resources?

Student Wellness provides both supported services and self-help resources across the full spectrum of wellness and student life to help you succeed at NLC, including:

  • Wellness promotion
  • Student life
  • Student safety
  • Indigenous cultural support
  • Peer support

Current information about student wellness resources can be found on the NLC website at

For students wanting more information or support in accessing resources to meet their needs, our Student Wellness Facilitator is available from 8:15 a.m. to 4:30 p.m., Monday to Friday. Students can access wellness services using the following contact information:

Are there any services that can help me navigate life as a student

Going to college is an exciting time in your life, but that doesn’t mean the academic journey is always easy. You might face unexpected challenges, stress and personal issues that can affect you as a student. NLC offers student counselling services and resources to help you when you need it, including:

  • Assisting students to navigate barriers to academic success
  • Individual needs assessments to assist students to access appropriate supports
  • Solution-focused, non-clinical personal mental health counselling support
  • Referral support to external resources such as long-term, specialized or clinical mental health services
  • Facilitating webinars, workshop and training in resiliency skills for students
  • Information and navigation support to future students wanting to know more about NLC programs

At NLC, we believe that your well-being is an important part of your academic success story. In addition to offering free, confidential, non-clinical counselling support to our students, we also offer individual sessions, group workshops, and webinars that help you find success.

How do I make an appointment with a College counsellor

Students can book an appointment with a College counsellor in one of the following ways:

What if I need help with a College process or procedure?

Working through College processes and procedures, especially in times of conflict, can be intimidating for students. Whether it is a student conduct issue, student appeal or other College policy, procedure or process decision, you have the right to engage an advocate to assist you.

Although a student may engage an advocate of their choice, our counsellors provide advocacy support and guidance to students. Our role is to assist students and help you to navigate procedures and processes so you can make informed decisions. Specifically, our Counselling Services team can help you with:

  • Understanding student rights and responsibilities
  • Identifying which College policies, procedures and regulations apply to your situation
  • Understanding College policies, procedures and regulations
  • Understanding effective uses of your student voice and identifying avenues for self-advocacy
  • Assistance in writing formal letters of appeal
  • Understanding Letters of Expectation (LOE), Required to Withdraw (RTW)letters and other program intervention processes
  • Attending Performance Contract (PC) meetings with youand providing follow-up support asneeded
  • Making informed decisions about delayed sponsorship (i.e. Alberta Works)

How do I make an appointment for advocacy support?

Students can make an appointment for advocacy support with a College counsellor in one of the following ways:

Student Safety & Incident Reporting

Throughout the course of the academic year, students may need to report an incident. Student incidents are reported for two reasons:

  1. Safety incidents that occur in the learning environment or on College property, including hazard identifications, near misses, injuries requiring First Aid and injuries requiring medical aid.
  2. Student conductor behavior that is in violation of the College’s Student Conduct Procedure or other College policies and regulations.

Contact Us:
Should you have questions about student incident reporting, please contact the Office of the Executive Director, Student Services,at (780) 849-8680.
For questions or information about student safety resources, please contact our Student Wellness team at: