The purpose of this paper is to share insights gained from the discovery, design, and delivery phases of creating a three-tiered model of non-academic learning support in open, distance, and flexible learning (ODFL): "Learner Engagement and Success Services (LESS)", at Open Polytechnic | Te Pukenga, New Zealand. Presented as a case study, this paper discusses the early vision of the model, examines current understanding relating to learner support and engagement, and describes the successes and challenges faced in bringing this vision to reality. It outlines challenges relating to the emergent use of learning analytics (LA) in identifying "exception" learners, the contestability of ethical use and choices of data, and the rapid evolution and devolution of commercially available communication tools. The tiered model is described as a scalable blend of human and technology-enabled interventions and services, underpinned by the values of agency and equity. The components of this model could be replicated, and its success is measurable.