University Campus Suffolk Student Support Statement of Service

1. Student Support services aim to provide responsive and effective support to enable UCS students to develop and achieve their goals.

2. Services

The services provided by Student Support include:

  • Access to Learning Fund administration
  • Accommodation Service
  • Careers and Employability Advice
  • Chaplaincy
  • Counselling
  • Nursery
  • Study Support (Disability and Dyslexia)
  • Welfare Advice

Whilst not every service is available on site at every centre, all services may be accessed by all students of UCS.

3. Principles

Student Support at UCS works according to the Principles for Coherent Information Advice and Guidance delivery defined by the Matrix Quality standard for information, advice and guidance services, which are:

  • Accessible and Visible
  • Professional and Knowledgeable
  • Effective Connections
  • Availability, Quality and Delivery
  • Diversity
  • Impartial
  • Responsive
  • Friendly and Welcoming
  • Enabling
  • Awareness

The Counselling service also operates in accordance with the British Association for Counselling and Psychotherapy Ethical Framework (for further information please see http://www.bacp.co.uk/ethical_framework/|).

4. How does Student Support work to the stated Principles?

4.1 Accessible and Visible – ensuring openness of provision

  • A leaflet listing the services available on site, opening times and contact numbers is available from the student support office at each centre
  • Information is provided in various forms to make it easier for people to find out details, for example on the VLE (Wolsey), website, printed leaflets, and can be brailled and recorded on request
  • Details can also be found in the prospectus, student handbook, Student Directory and Students’ Union diary
  • Student Support is represented at open days, advice days and other relevant UCS events
  • Student Support offers staff development as appropriate to teaching and support colleagues in order to increase access to support for students and to ensure that there is equal access across UCS, for example workshops on student finance and training in dyslexia support

4.2 Professional and Knowledgeable – providing well qualified staff and up-to-date information

  • Staff access appropriate training, briefings and up-dates
  • Staff are encouraged to take appropriate and relevant qualifications
  • Information is regularly and systematically updated
  • Professional standards are observed

4.3 Effective Connections – maintaining and explaining clear links between services

  • UCS services link across the Learning Network
  • UCS services also link with other local agencies such as Connexions
  • Clients are referred carefully and with support where necessary

4.4 Availability, Quality and Delivery – reflecting need and quality standards

  • Services are designed to meet the needs of UCS students and potential students
  • Local intelligence and employability considerations inform the services
  • Regional and national contexts are noted
  • Effectiveness and value are central to the services
  • All personal information collected will be stored securely and can be seen on written request by the person to whom it refers

4.5 Diversity – respecting difference and ensuring equality of opportunity

  • Every enquirer is treated with respect
  • Every effort will be made to ensure that information, advice and guidance is available to all students and potential students through provision in appropriate formats
  • Student Support staff will be trained in recognising and dealing with basic skills needs, disability awareness and referral procedures

4.6 Impartial – providing a balanced response

  • Information, advice and guidance offered at all stages (pre-entry, on course and at exit) is impartial, putting the needs of the enquirer first
  • Information on all education and training providers, local and national, is kept up to date and used in information, advice and guidance
  • Enquirers are informed without prejudice of their rights in relation to UCS and to external support services

4.7 Responsive – meeting demand in good time

  • Good customer service standards will be maintained
  • Services will be reviewed regularly
  • User feedback will be sought and heeded
  • Feedback is welcomed from all users of the service
  • Annual self assessment review and action-planning will be based on evidence and feedback and will seek to address and improve identified areas of weakness, including the need for relevant staff development

4.8 Friendly and Welcoming – seeking to encourage and engage clients

  • The needs of the enquirer are paramount
  • The enquirer should expect to be heard and taken seriously, but may also be questioned and challenged
  • Every effort will be made to reach a positive and clear outcome
  • If the client feels that the Student Support Service does not achieve the standards set out in this Statement of Service, s/he has the right to make a complaint within the UCS Complaints Procedure

4.9 Enabling – giving the individual ownership

  • Enquirers are enabled to access and use information to plan their careers and training needs
  • Decisions are explored with clients

4.10 Awareness – raising awareness and informing expectations

  • The services are publicised through the UCS prospectus, web-site, VLE (Wolsey) and learning network colleges
  • This Statement of Service is also available to all enquirers from the Student Support offices
  • All information, advice and guidance interaction will be explained clearly