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Changes and innovations in higher education learning and teaching acted as a catalyst for rethinking the way in which service was delivered to library clients at Australian Catholic University. The Single Service Point was piloted at one campus library in 2014 to develop a best practice approach to service delivery. The merging of cultures within the library environment was achieved through committed leadership, with staff agreeing on shared values and goals and applying the university mission. All staff were responsible for seeking solutions to challenges and becoming autonomous in their professional development and training. Overall, in a Single Service Point model, service efficiency, excellence, and quality increased through staff teamwork, contribution, and collaboration.

This article draws on data from an ethnographic study that begins with the experiences of educational professionals doing the "work" of educationally supporting students with long-term health conditions in a paediatric health-care setting in Victoria, Australia. The study was conducted over the same period of time but separately from the Keeping Connected project, although it utilises some selected research data produced as part of that larger-scale project. Investigations concerning the inclusion of students with disabilities--including those with long-term health conditions--within mainstream schools continue to indicate that not only do they often have specific educational needs but also that significant structural barriers exist within education for young people and families. I argue that intersecting discourses of child development and child-centred education, along with education reforms promoting social inclusion, construct particular understandings of capability and needs which do not fully account for the complexities facing teachers, students and families. (Contains 1 note.)