1. Use of Student Conciliators at the University of Glamorgan Denise Williams Deputy Academic Registrar ©University of Glamorgan

2. Student Conciliators Not strictly part of the Pathway 3 Early Resolution Pilots Revised University’s Regulations and Procedures on Student Complaints in 2009 and implemented new student conciliators procedure in 2009/10 The student conciliators are therefore part of the University’s formal complaints procedures ©University of Glamorgan

3. Where Student Conciliators fit into the Complaints Procedure Informal stage – students urged to raise concerns as soon as arise, seeking support from Student Services and SU Formal - Stage 1 – faculty/department appoint Investigating Officer to investigate and seek solution Stage 2 – if not resolved to student satisfaction, take to stage 2 when Student Conciliator appointed to consider the case Student Conciliator meets student first, reviews stage 1 and interviews relevant staff and students involved Student Conciliator puts forward proposed solution Stage 3 – Complaints Review Panel, including V-C or nominee ©University of Glamorgan

4. Who are the Student Conciliators? Appointed by University following invitation to express interest in the role and interview process to assess suitability Staff with sufficient seniority and experience to undertake the role and must meet criteria in person specification: – Good knowledge of University and its rules and regulations – Communication, negotiation and questioning skills – Ability to consider issues objectively and common sense approach – Excellent ability to summarise discussions orally – Ability to produce appropriate and accurate written reports – Ability to generate trust and respect of students and colleagues – Confidentiality and approachability ©University of Glamorgan

5. Why Student Conciliators? To ensure at stage 2 students provided with independent individual with no previous involvement in complaint Individuals with no connection with the faculty/department against whom complaint has been raised Of sufficient seniority, authority and experience to challenge investigation carried out at stage 1 and negotiate a possible solution ©University of Glamorgan

6. Support and Feedback Trained internally Supported by Academic Registry staff Conciliators meet together as a group to discuss issues and ensure consistency Provide feedback to annual meeting of Student Appeals, Complaints and Conduct Group Contribute to annual reconsideration of regulations and procedures ©University of Glamorgan

7. Has the Student Conciliator Process Worked? Students in general respond well to the conciliators Staff involved in complaints respond well Conciliators gained expertise and confidence More robust procedures adopted by Student Conciliators at stage 2 fed back into way complaints handled at stage 1 Documentation produced at stage 1 more detailed and complete than in past Complaints raised at informal stage handled more effectively ©University of Glamorgan

8. Complaints Stats Year2011/122010/112009/10 Stage 1382137 Stage 28712 Stage 3223 ©University of Glamorgan