1. OMDOSHEAA 5th Conference “Conflict Resolution in Universities” Services We Present at UNE

2. Rhonda Leece Assistant Director (Student Services) University of New England

3. Student Assist All students of UNE are entitled to use the services offered through Student Assist An integrated service with staff who work together, when necessary, to ensure that students can have as smooth a passage as possible through a degree and into future employment.

4. Why Amalgamate? Develop an overarching student support strategy, including the identification of minimum standards of service delivery and a one point of contact for student support services Whole of student approach to the delivery of student support services Minimise duplication of services More efficient utilization of resources

5. Coordinated response Student Assist contributes to a coordinated response to university-wide risk factors such as: academic achievement, attrition, student satisfaction, inappropriate social behaviour (related to alcohol, sexual harassment, discrimination, bullying etc), equity of service provision between on-campus students (residential/non-residential), disparity between support service delivery for on-campus/off-campus students

6. Service elements Access Centres Career development Counselling Disability support Equity Service Quality

7. Complaints and Dispute Resolution The University provides a number of avenues for resolution of student grievances or disputes relating to discrimination, harassment or complaints related to service provision: Counselling support Service Quality Unit Equity and Access

8. Counselling Can provide a professional opinion about the psychological impact the student is experiencing due to particular circumstances Support the student to identify what might be useful for them to obtain a resolution Mediation Not advocacy

9. Service Quality Unit The Service Quality Unit (SQU) is an independent body established to monitor the quality of the service provided by the University's student related administrative activities SQU Mission is to ensure quality service to all students, staff and other users of the services provided by the University's administrative units We do this by resolving complaints from students or on behalf of students

10. What we don’t cover The Service Quality Unit does not cover matters relating to: Academic Appeals (appeals against Academic Assessment)Academic Appeals Sexual or Other Harassment Staff Misconduct Student Misconduct Illegal Activity Active Investigation from an external/statutory agency outside UNE Allegations of Plagiarism Other matters not related to the delivery or support of administration servicesOther matters not related to the delivery or support of administration services

11. Complaints… Disagreements: Your objection to or disagreement with a particular University process or decision does not automatically mean that it is unreasonable or unfair. Sadly, you may find that while you have the right to disagree, this does not always mean you can have a decision changed even after completing an appeal process. Resources: Resource considerations may affect the feasibility of complaint resolutions. For example, your desire for individualised services (beyond those provided for students with Special Needs) may simply be beyond the resources of the University to provide. For example, slowness of service during peak periods (such as enrolment) cannot be avoided and a complaint only arises when slowness is beyond what is normal or imperils some aspect of your study.

12. Service standards Will be acknowledged within a standard working day of the unit receiving a complaint. This advise will outline a reference number and time frame for the investigation. Depending on the type of complaint, the SQU will endeavour to keep student updated on progress by either telephone or preferred contact method. If for any reason SQU cannot meet the deadline we will advise a new deadline and a reason for delay.

13. Student Access and Equity Deal with complaints about: Discrimination or harassment in study because of sex, sexual preference, transgender status, race, colour, ethnic or ethno-religious background, descent or national identity, marital status, disability, age or religious belief. The Student Access and Equity Officer provides advice on whether a complaint constitutes harassment or discrimination

14. Assistance includes… Assist students to identify their preferred path of complaint resolution: informal assistance or mediation using EOA; formal university complaint; complaint to external agency (such as HREOC, ADB); or, in some situations, how to develop skills to deal with concerns. Assist student to identify core of complaint and possible outcome/solution.

15. Equity dispute resolution Complaints related to interpersonal conflict, unfair or differential treatment, academic issues, or procedural complaints are redirected to the appropriate body Complaints handled by internal procedures currently follow a process applicable to both staff and students. Processes for students are under review – it is intended to move in line with SQU process.

16. 2007 Integrate student equity complaints into SQU framework Develop stronger links between complaint types and business improvement recommendations Continue to improve complaints handling procedures.