Casework
There are a wide range of problems students may approach you with – problems with supervisor, wanting to change course, nervous about exams, study skills support, exam appeals, exam warnings and allowances. Here is advice on how you can best support students when you they do.
B. When a student asks for your help
C. Procedures related to resolving academic problems (eg. degrading, appeals..)
A. REFERRING STUDENTS:
Given the short time of your tenure and your multitude of other responsibilities you cannot be expected to know all of the procedures or options available for a student with a problem who asks you for help. There are however others who should know in your College and the University. To effectively carry out your role you may only need to refer the person to the right place.
You can refer students to a number of different sources of support. The first should be the Tutorial team in College – Tutors, Senior Tutor or the Chaplain - or the College nurse. Other reference points available are the DRC (Disability Resource Centre), University Counselling Service and CUSU Individual Student Support Service.
B. WHEN A STUDENT ASKS YOU FOR HELP:
First: Make sure you know what they're asking.
Second: Ask yourself if you know a definite answer to the query. If not, think of who the student should be referred to.
Give non-directional information: The student should always remain in control – it is important that the student makes their own decisions. Avoid giving advice, particularly phrases such as 'if I were you' or 'when this happened to someone I know'. Make the student aware of different options but do not make decision for them.
Ensure confidentiality: Anything that a student confides to you must be kept confidential – if you have to consult other people you should reveal a minimum of information and never reveal a student's identity. You should get the student's consent before you consult anyone else. The only time in which you should break confidentiality is if you believe there is a significant risk to student life.
Be non-judgemental: try to avoid deciding on whether a student's complaint or issue seems reasonable or not. What matters is that they feel that they have a problem or complaint, and this should be respected. Try not to allow personal opinion to cloud what you do. Be sensitive and respect that the person is upset enough to want to take action. Your job is to facilitate the complaint or attempt to show the student possible means of addressing the problem, not to judge whether or not it is a valid complaint or problem.
Know the limits of your role – Seek advice if you need to. As an academic affairs officer, you can't be expected to know all the answers to all queries or to give up huge amounts of time to casework. It is perfectly fine (and in many ways preferable) to refer a student to someone who may have more time to help them or more expertise, such as your college Tutorial Team, UCS, DRC or CUSU.
C. RELEVANT PROCEDURES FOR RESOLVING ACADEMIC ISSUES
Here is information on the specific or recommended procedures to follow for resolving academic issue which you may encounter. Please, however, check the procedures in the Students' Guide or with the University body responsible for the matter because procedures change frequently and these may not be the most up to date.