Empowering apprentices, one phone call at a time

Alex works on the Apprentice Helpdesk and is passionate about empowering apprentices and trainees with the information and confidence they need.

Alex is smiling in a checked dress, standing in front of an Apprenticeship Support Officer banner.

‘I feel like a bit of a cheerleader sometimes,’ says Alex Heath, a Case Support Officer who works on the Apprentice Helpdesk.

The helpdesk is a free service giving advice and support to anyone navigating the apprenticeships system – apprentices, parents, employers and job seekers. Since its launch in June, it’s helped more than 1,400 callers.

Alex is well-trained and knows about all things apprenticeships. She’s passionate about giving apprentices the information and confidence they need to advocate for themselves.

‘We really try to be approachable, so that we can build that trust with them quickly and then really try to support them,’ Alex says.

Many apprentices she talks to are young people in their first job. They might be having problems at work but don’t know what to do or who to talk to.

‘An apprentice might have been experiencing issues at work for a long period of time and have had their confidence really rocked by that,’ she says.

Alex helps apprentices find useful online resources and connects them with services such as free legal advice, counselling or employment support. She can even help them write an email to their employer.

‘We’ll write an email together over the phone, making sure that we get everything down and it’s really professional and has the right tone, which is something that not everyone has a lot of experience with.’

‘It helps to know you’ve got someone in your corner,’ she says.

The helpdesk also gets calls from job seekers who want to do an apprenticeship but don’t know where to start.

‘We (Case Support Officers) are aware of all the different services available for job seekers out there, like apprenticeship provider group training, Skills and Job Centres – there’s a lot of things that they may not have tried.

‘We can put them in touch with services to make themselves as employable as possible too, so that they can really put their best foot forward,’ she says.

The helpdesk also supports apprentices who have lost their jobs. It helps them access services like the Retrenched Apprentices and Trainees program. It can also refer people to the Apprentice Employee Assistance Program – a free service offering counselling for personal issues and career planning.

‘Helping people get back into work, linking them up with services to help support them with their career and emotionally as well – that’s been really rewarding,’ Alex says.

‘The reason we all really enjoy doing this job is because we want to help apprentices. But it’s great to be able to support anyone to make apprenticeships work better for all the parties involved,’ says Alex.

The Victorian Government set up the Apprentice Helpdesk in response to recommendations from the Apprenticeships Taskforce. The taskforce’s final report was released in October 2024. It gave 16 recommendations to improve support, safety and fairness for apprentices and trainees.

The Victorian Budget 2025–26 is investing $23 million to strengthen the apprenticeship system and help apprentices and trainees finish their training.

The Apprentice Helpdesk is available from 9 am to 5 pm, Monday to Friday (excluding public holidays). Contact 1300 311 820 or apprenticehelpdesk@djsir.vic.gov.au, or visit the Apprenticeships Victoria website.

Education & training

Updated 16 February 2026

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Empowering apprentices, one phone call at a time

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