I agree with the 'human factor' element. It's important to be empathetic to students and show that they have someone on their side. HOwever, it is a tough call as to when students need to 'man up' or kick themselves in the pants and take responsibility for their education.  It's hard to get through to students that life events such as health and so forth are things that we can work around, but being 'busy' isn't.