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Who Cares Wins How the Student Access to Services Project will enhance the student experience at Northumbria.

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Presentation on theme: "Who Cares Wins How the Student Access to Services Project will enhance the student experience at Northumbria."— Presentation transcript:

1 Who Cares Wins How the Student Access to Services Project will enhance the student experience at Northumbria

2 Overview What is the Student Access to Services (SAS) project? What are the benefits? How will it work? What we’ve been doing Timescales and roll-out Have a go!

3 What is the Student Access to Services (SAS) project? Formation of Academic Services in 2011 – Academic Registry – Student Support & Wellbeing – University Library Student experience, expectations and fees Opportunity and timing Innovation and a will to do things differently

4 What are the benefits? ‘join-up’ of services and less ‘bounce’ Single points of contact More enquiries resolved at first point More effective referrals between services Faster access to appropriate help through 24/7 library service Students don’t fall down the gaps Staff empowered and more able to use experience

5 How will it work? Common first contact in each centre – City – City – CL – Libraries at CCW and CCE Broader range of questions resolved Referrals through Support Works Enquiries captured and responsibility for resolution lies with the service not the student

6 What we’ve been doing Steering Group and 3 work streams World Café sessions Visits to other institutions Development of new support model (from 4 existing ones) Mapping FAQs through new model Identifying training needs

7 Timescales and roll-out Pilot at Coach Lane CET move into the Coach Lane Evaluation of pilot project – ongoing & involves staff, students and School Recommendations from pilot by end May SS&W at Coach Lane moves from Allendale into Library, summer 2012 Service roll-out at City Campus from Sept 2012

8 Have a go! New Support Model 25 mins to: – Discuss your own contact with students – Discuss level and type of enquiries you deal with (from the model) – What do you refer and to whom? – What is referred to you and from where? Feedback – put the jigsaw together


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