Summary of Services During COVID-19 Alert Levels

This information is updated regularly, as the situation evolves. 

See also: General COVID updates page.

Contact Tracing

All students are required to download the NZ COVID tracer app and use it on campus and will be required to sign in during classes for contact tracing purposes.

IT Support

All Levels: You can access our 24-hour IT support, as well as a wide range of quick tips, learning and assessment writing and other resources through Moodle.

If you require further IT or Moodle support, please email or phone 07 577 6200 (Windermere) or 07 346 8805 (Mokoia).


Level 2: Te Wairere (Mokoia, Rotorua) and Ako Ātea (Windermere, Tauranga) libraries are open 9am to 4pm, Monday to Friday, closed weekends. Extra safety measures are in place to protect you and others.

To enter the library you must:

  • check-in using the contact tracing app or fill out the manual form
  • wear a mask
  • maintain physical distancing of 2 metres

Sorry, no socialising in the libraries in Level 2. If you are not studying or in class, please stay home. 

Study rooms will be closed, but computers and study tables are available for quiet study purposes. Food and drink are allowed as usual. 

The library furniture has been set up to meet physical distancing requirements. Please don’t move it.  

We are unable to provide help that requires close contact. 

Sanitisation stations are available. Please use sanitiser to clean keyboards and mice before and after use. Apply sanitiser to a paper towel to clean these surfaces. 

Click and Collect Service 

A “Click and Collect” service is running so you can quickly pick up the library resources you need and then head to class, office or home. To use this service: Locate the resources you want from Choose the “Find on the Shelves” option from the “Search” drop down box.  Once you’ve found the book you want, click on “Place Reserve”. You’ll receive a text message when the books are ready for you. Then just pop into the library to collect. 

Have a look at our short video on how to use Click and Collect

And remember that we can deliver library books to you free of charge (including return postage) within New Zealand if you are: 

  • studying online and not living near a Toi Ohomai campus, or 
  • studying at Tokoroa, Taupō or Whakatāne campuses, or other regional sites
  • unable to travel to campus during Level 2 for health reasons

Digital Resources at your Fingertips 

A reminder that the library has an extensive collection of e-books, articles, magazines, videos, and databases to support your studies. Use the “Everything” search box on Koha, or select from the alphabetical list.  

Research and Referencing Help 

We are here to help! Although in-person support isn’t available, your Faculty Librarian can support you by phone, email or video call. Find their contact details

Check out our library help guides for help with finding information, using the library, referencing and more.  

Levels 3 & 4: We are online and ready to help! 

Our physical libraries at Mokoia and Windermere are closed, but you still have access to our extensive collection of digital resources, which can all be accessed from home. These include ebooks, articles, videos and databases. Access them from Koha online

If you have any library items, please hold on to them. We’ve extended all due dates and you will not incur any fines for overdue items. We’re unable to supply any reserved or recalled items while the Library is closed.  

Library staff continue to support students online via email, calls, or Teams or Zoom meetings from Monday to Friday during office hours. This support includes: 

  • IT support like logging on, password resets, downloading Office 365 and more.   
  • Support finding information, accessing digital library resources, researching or referencing help. 

How to access help 

Help guides: You’ll find pdf and video guides listed on our Library Help Guides page

Copy Centres

Level 2: Windermere and Mokoia Copy Centres will be open, please minimise contact where possible (utilise email etc).

Information Centres / Student Administration and Services

Level 2: All Information Centres are open with skeleton staff and reduced hours. Regional administration and cashiers will be open with reduced hours and provision.

Levels 3 & 4: All Information Centres, Regional Administration and Cashiers are closed, but we’re still contactable via email at and phone 0800 86 46 46.

Applications & enrolments are processed as best we can during the lockdown period. You may notice slightly longer processing times and if we require verified ID or other verified documentation we are aware that you will not be able to provide this to us until you have access to the authorised people who can do this.

During this time, we’re unable to provide/process:

  • New ID cards (or replacements)
  • Parchment (Graduation certificate) printing requests
  • Interviews for next semester programmes (postponed over the lock down period)

For programme, course and general enquiries: and transcript requests:

Learning Support & Engagement

Our learning, engagement and regional engagement facilitators can provide academic skills support and pastoral care online via email, phone calls, Teams or Zoom meetings. We aim to get back to you within 24hrs and mostly, we’re able to provide support within the work day, depending on when we receive your request. 

  • You can request a support session via the booking button in the Student Success section of the Toi Ohomai Hub app. This is the best way to reach us.

    Toi Ohomai hub app screenclip of the Student Success tile

    You can also email with your name, preferred email address, contact number, course name and a brief comment about what you need help with. 

  • There's a number of self-support resources for assessment skills, IT skills and pastoral support agencies etc. via Student Success Online in the Student Success section of the Toi Ohomai Hub app. 
  • Studiosity is also available 24/7 for academic support. Access it via Moodle or the Student Success section of the Hub app. 

To talk with a facilitator about hardship support, please email your campus engagement facilitator:

Careers & Employability

We’ll continue to offer career and employability support to you during your time at home, so please contact us through via email at  

You can also find careers information on the Toi Ohomai Hub app or on moodle (scroll down to self-help resources and video tutorials).  

We also offer one to one phone appointments or video calls – just get in touch if you need to book one in! 

How to access Accessibility Support:

The Accessibility Facilitator (Michelle Te Moana) is available to speak with students, to respond to any queries or concerns you might have regarding your study. Michelle can be contacted via phone or email and is available for zoom meetings. 

If students have concerns they are to contact their teacher in the first instance. If concerns still exist, Michelle can be conduit in the discussion between the teacher and the student.  

Phone: 022 012 7183

Ākonga Māori Support:

General queries to:

OR you can access support through the range of provisions across our Student Support Team:

Join the Ngati Toi Ohomai Facebook Group

Pasifika Learner Support:

Any queries to: who will forward you to the appropriate supports.

Te Whare Hauora - Health Centre 

Level 2: Te Whare Hauora - Health Centres are operating on site with added safety measures and reduced staff.

To enter the Health Centre and see the Kaitiaki Nurse, you must book an appointment by contacting 07 557 8756 (Windermere) or 07 346 8883 (Mokoia).

You'll speak to the Kaitiaki Nurse who will assess you over the phone and offer you the next available appointment.

Signage will also be displayed on the door to explain the process. The remainder of the team will be working remotely. Feel free to contact us by email

Levels 3 and 4: Our on-campus health centres are physically closed and operating remotely. 

    The Health Centre staff are available Monday to Friday 8.30am to 4.00pm via phone and email to help with any health concerns virtually. Counselling appointments are available via phone or zoom and the doctor will still be available on Thursdays for phone consults.

    Contact us on or 07 557 8756 (Windermere) 07 346 8883 (Mokoia), with the following:

    • Your name, student ID number, contact phone number, email address
    • A brief, clear description of what you need help with

    If you're unwell with any symptoms of Covid 19, please self-isolate at home, contact Healthline on 0800 611 116 for advice and get tested as soon as possible. 


    All Levels: Melting Pot (Mokoia Campus) and Breaktime cafes (Windermere Campus) will be operating under cafe guidelines from the Government.


    Level 2: The core social distancing requirement within Residential Accommodation for Alert Level 2 is one metre and these guidelines should be followed to keep everyone safe.  

    Level 3: If you leave your student accommodation you cannot return until the alert is at Level 2 or under, so you'll need to stay in your current bubble until then.

    If you stay in your hall of residence or other student accommodation from the start of lockdown, you’re able to continue living there. The most important thing you need to do is to stay on the premises and follow the advice and guidelines from the Ministry of Health to self-isolate and practice personal distancing and hygiene guidelines.

    Please remember that you’re not allowed any guests during this time and Government guidelines will be strictly reinforced. Everyone in your residence needs to self-isolate together without outside contact.

    Level 4: We're closed to all outsiders, visitors and staff unless permitted for an emergency. Only essential service staff are allowed inside the accommodation. No applications are being accepted, until further notice. 


    All Levels: Extra security is in place to ensure all our campuses are secure during this time. 

    Gyms & Pool

    Level 2: The gyms are open with extra hygiene measures in place. If you have any questions, please get in touch with our Gym Teams in Windermere or Mokoia.

    Level 3 & 4: The gyms and pool are closed. Check out our Facebook page for the latest updates and online classes/services. 

    For Windermere Aquatic and Fitness Centre questions, please contact Keith Martin.  

    International Centres

    Level 2: International centres at Mokoia and Windermere will be open with skeleton staff.

    Need help?  

    If you have questions please email – we have a dedicated team to respond, and where required, redirect any questions. 

    To repeat the words of our Prime Minister:

    "We are all in this together." 

    See also: General COVID updates page.