MISSION STATEMENT

The mission of the JCU Student Mentor Program is to encourage,

enable and empower new students by linking them with successful

peer role models that foster a welcoming, inclusive, supportive, and

cohesive university culture and learning community.

JCU

Student

Mentor

Program

Training

Handbook

SP1, 2017

1 JCU Student Mentor Program Handbook 2017

BACKGROUND

1991 – Student Mentor Program was established at James Cook University (JCU) as a student

buddy program and was the first of its type in Australian Higher Education.

2004 - commendation from Australian Universities Quality Agency (AUQA)

2013 – JCU Citation for Outstanding Contribution to Student Learning and national citation

winner in same category from the Australian Office of Learning and Teaching.

2015 - inaugural winner of JCU Award for Excellence in Reconciliation

2016 – 25th anniversary of program, which remains the longest running university peer

mentoring program in Australia (original and the best )

STUDENT MENTOR PROGRAM

The JCU Student Mentor Program matches experienced, successful students

(Mentors) with commencing undergraduate students (Mentees) from the same

course of study during O Week. JCU Mentors are recruited, endorsed and trained

as peer volunteers, and agree to share their knowledge and experience with new

students to help them transition through their first study period at university.

Mentors role model the qualities necessary for academic success, and also

provide adhoc support to students on campus when wearing their mentor shirts.

The Student Mentor Program is part of the Learning, Teaching and Student

Engagement directorate within the Office of the Deputy Vice-Chancellor (Division

of Academic and Student Life).

PROGRAM STRUCTURE

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ROLE DESCRIPTIONS

Mentee is a new, JCU first-year undergraduate student who elects a Student Mentor

to keep in contact with them at regular intervals in their first study period. Student Mentor is a current undergraduate student (min. overall GPA 5.0) who has

successfully applied to the JCU Student Mentor Program with the endorsement of an

academic referee. The Student Mentor is a volunteer, has undertaken the required

training, and understands the obligations of their role as outlined in this document.

Important Note: JCU Student Mentor Program has a 1 Mentor: 25 Mentees ratio, so

wait lists may in place for specific courses where mentor quotas have been reached.

Off-Campus Student Mentor is a Student Mentor who has agreed to mentor

external or study centre students. External students can nominate to have a mentor

via the offcampus-studentmentors@jcu.edu.au email alias, and they are connected

with registered mentors. Study Centre students will receive a Mentor during their

O Week activities, but can also request support through the email above. Mentor Leader is a Student Mentor and current undergraduate student who has been

appointed to voluntarily supervise a group of Student Mentors in a course of study for a

maximum period of one year. Mentor Leaders provide support and advice to new

Student Mentors and takes a leading role in Mentor training, recruitment and in O Week

activities. Mentor Leaders act as a first point of contact to help assign Mentees to

Mentors after O Week. Deputy Leaders are nominated six months before the Leader is

due to vacate the position in order to learn the relevant duties for the leadership role.

Student Mentor Program Support Officer (SMPSO) supports the coordination of

the administrative functions for the Student Mentor Program, including the

recruitment, coordination and training of the large group of volunteer mentors.

The position supports and works collaboratively with academic and support staff

from across the University to ensure an institution-wide peer support service is

embedded in the ‘transition in’ phase of the student life cycle, under the direction

of the Manager of Student Transitions and Careers. The SMPSOs duties include organising Mentor functions, training and workshops,

undertaking recognition and evaluations activities, promoting and managing

communication for program, and liaising with academic and support staff. The

SMPSO is point of contact for Mentors and Mentor Leaders and provide advice and

support to these groups.

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PROGRAM STRATEGIC INTENT

The JCU Student Mentor Program mission and objectives are strategically

aligned to the four JCU First Year Experience Principles: deliver positive

learning experiences, foster student engagement, develop students’ sense of

purpose, and build student resilience.

The program is also aligned to the JCU Learning, Teaching and Assessment Policy

which states that ‘Students’ success is built on their whole of University

experience’ and that ‘Students will be given opportunities to develop and extend

academic skills and build social community, including peer support and

mentoring, particularly in first year’ (Core Principle 2.1). JCU Student Mentor

Program is designed to align with the JCU Strategic Intent.

Student Mentors must also be aware of, and adhere to, university expectations

of students as outlined in the JCU Student Conduct Policy, and Student Charter.

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PROGRAM CORE OBJECTIVES

Provide a welcoming and supportive environment for new students

and link them with successful role models.

Provide a framework for positive interaction between new students,

Student Mentors and staff.

Orientate new students to JCU campus, culture, services and systems.

Enable new students to understand the challenges and opportunities

of University and enhance opportunities for academic success.

Improve retention and success rates of first-year students.

Provide an early sense of belonging within the University culture and

foster learning communities.

Counter any initial feelings of isolation and/or anxiety, particularly for

students in under-represented equity groups.

Develop leadership, interpersonal, cultural competency skills and

other graduate attributes in Mentors.

Maintain a cyclic process of continual improvement of recruitment,

training, and implementation through evaluation to sustain the

principles and practices of the program.

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MENTOR QUALITIES

TYPES OF MENTOR SUPPORT

Most JCU students (68%) are the ‘first-in-family’ to come to university, so

they may need a diverse range of support (see below) to help transition into

university. The role of the Student Mentor is to just be a referral point (hub)

to other services on campus to connect students with the professional and

academic staff member/service with expertise. Important Note: only 10% of

students will contact their Mentor for support and 95% of these requests

will be answered in a single email, so the role is not designed to be onerous.

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BENEFITS OF BEING A MENTOR

Mentoring is a two-way street, and the Mentee is not the only one

who benefits from a mentoring relationship, as the program helps

develop and recognise important attributes for graduate

employment:

Develop leadership, interpersonal, communication and cultural competency skills

Develop organisation and time management skills

Develop ability to cultivate productive and collaborative networks, including with

academic staff in your course

Opportunities for part-time employment on campus in paid peer leader positions

Complimentary coffee/tea vouchers from Aroma café.

Formal recognition by JCU and the Chancellor/Vice-Chancellor of the role through the presentation of a Certificate of Appreciation at the annual Mentor Recognition Night.

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WHAT MENTORS DON’T DO

× Don’t provide free or paid tutoring to their Mentees

× Don’t proof-read or provide feedback on assignments. Students should be

directed to the Learning Advice Desk (ground floor of Library) for advice.

× Don’t provide counselling to students. Mentor listen to student

concerns/challenges and provide the appropriate referrals to JCU support

services. Students expressing wellbeing issues (physical or mental) should be

referred to the Student Equity and Wellbeing service (middle floor of Library) –

even if you are studying a health or wellbeing degree at JCU.

× Don’t provide enrolment advice. Course structures change regularly and

Academic Enrolment Advisors at the Student Centre are the only staff qualified

to provide advice about course structures, subject selection, fees etc.

× Don’t initiate intimate relationships, borrow/lend monies, or request favours

from Mentees. Mentors are in position of leadership and trust and the

Mentor:Mentee relationship must remain professional and respectful of the

program boundaries.

× Don’t wear their JCU Mentor shirt off campus or engage in any activities that

violate university policy while undertaking mentor duties and wearing a

uniform. Mentor shirts remain the property of JCU and mustn’t be worn after

leaving the program.

× Don’t know the answer to everything Please seek advice from the Student

Centre if you are unsure of a referral point to help a Mentee.

PROCEDURES TO BECOME A MENTOR

1. Review the JCU Student Mentor Program website, read the JCU Student Mentor

Program Training Handbook, and ask current Mentors and staff about the program

before applying.

2. Complete the online application form on the ‘Become a Student Mentor’ webpage

and include the name of an academic referee to endorse your suitability for the

program. Please note: applicants must have an overall GPA of 5.0 to be eligible.

3. Student Mentor Program Support Officer will confirm your suitability for the

program with your nominated academic referee and check your GPA.

4. If you are successfully endorsed and a position is available in the program for your

course, based on the program ratio (1 Mentor:25 Mentees), the program officer

will offer you a place and notify you of upcoming training days for the program.

5. If you are unsuccessful due to eligibility issues, the program officer will notify you.

If your application was successful, but there are no current positions in the

program, the officer will contact you and enquire if you would like to be placed on

a waiting list.

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RECRUITMENT

There are two main recruitment drives each year prior to each main study

period. In October each year, the Student Mentor Program Support

Officer will contact current Student Mentors and encourage them to

return to the program for the next calendar year, and ask them to

complete the online Returning Student Mentor Application Form by the

end of October. Most mentors will remain in the program for two years

until their graduation, which is optimal and highly encouraged.

In early-November, the SMPSO will assess the recruitment needs (based

on expressions of interests from returning mentors) for each course and

commence targeted recruitment activities for new Mentors through First

Year Experience Coordinators and current Student Mentors – see online

Student Mentor Application Form. Due to the introduction of minimum

overall GPAs (5.0) and Mentor:Mentee ratios (1:25), open recruitment for

the program will not continue in the future.

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TRAINING

Student Mentors are required to attend compulsory training/planning days

in the week before O Week in SP1 & SP2 in order to overview important

information pertaining to their role. There will also be a separate ‘Mentor

Leader Training’ session prior to the main training session in SP1 & SP2. In

SP1, repeat training is offered on a weekend day in the same week to allow

Mentors undertaking placements/intensives to attend. Mentors and Leaders

will be asked to register for a nominated training sessions via an online link

that will be emailed in December and June each year.

The training session will include the latest information about support

services, orientation activities, the mentor program and community, as well

as provide interactive scenarios and networking opportunities for

professional development. The training is compulsory in order to maintain

the integrity and quality of the program, so that correct referrals, processes

and procedures are followed to maximise the effectiveness of the program.

Online training resources are also provided via the LearnJCU Community to

support the knowledge and skills needed to be a Student Mentor, particularly

for Off-Campus Student Mentors.

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JCU STUDENT MENTOR PROGRAM AGREEMENT

Mentoring provides you with the opportunity to:

Develop leadership, interpersonal, communication and cultural competency skills

Develop organisation and time management skills

Develop ability to cultivate productive and collaborative networks

Support the success of fellow students and the university

As a JCU Student Mentor I commit to the following:

1. Comply with JCU Student Conduct Policy and JCU Student Charter.

2. Comply with all guidelines listed within the JCU Student Mentor Program Training

Handbook.

3. Attend Orientation Welcome Day for your course and assist with activities as per the

JCU Orientation Course Introduction Presenter Guidelines.

4. Attend Mentor Training and Planning Day, or equivalent for Off-Campus Mentors.

5. Familiarise yourself with the materials provided on the LearnJCU Community for the

program.

6. Contact your mentees after Welcome Day (during O-Week) and in weeks 1, 3, 6, 9 &

12, and respond to any Mentee enquiries in a professional and timely manner.

7. Wear JCU Student Mentor uniform during official duties and at least once/week in

study period.

8. Be a role model for commencing students by attending classes, maintaining academic

success, and mentoring in a positive and inclusive manner.

9. Work collegially with academic and support staff and make appropriate referrals when

required.

10. Provide feedback on the JCU Student Mentor Program when requested.

11. I agree/disagree for my photo, taken in conjunction with Mentor activities, to be used

in publications, noticeboards, and on the Mentor website.

12. Exclusion from the JCU Student Mentor Program if any items on the list above are

breached.

Name__________________________________________

Signature_______________________________________

Date_______________________

Learning, Teaching and

Student Engagement

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MENTOR PROGRAM – HIGH TOUCH: HIGH IMPACT

PROGRAM EVALUATION

The JCU Student Mentor Program undertakes a process of continual

improvement based on feedback and data. The ongoing funding and success

of the program is based on the following performance indicators:

Percentage of commencing enrolled students registered in program

Student, staff and mentor satisfaction with the program activities

aligned to program objectives

Retention and success rates of students in the program

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MENTOR ‘JUST-IN’TIME & JUST-FOR-ME’ SUPPORT

The first study period for a new student can be a roller coaster of highs and

lows that tend to culminate around assessment submission and feedback

periods – see graphic below.

For this reason, the contact points (below) between Mentors and Mentees

have been strategically chosen based on JCU retention data and best practice

literature to maximise the effectiveness of the support.

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In previous years, up to nine different JCU staff and peer leaders* have sent

out regular communications to each new student. In a recent mapping

exercise of messages, it was found that the timing and nature of the content

was often overwhelming, contradictory and causing confusion for students

about appropriate actions, which caused them to disengage with emails as

‘white noise’. For this reason, a new, official suite of JCU ‘just-in-time and

‘just-for-me’ messages have been designed for commencing students that

spans from their initial offer through to the start of their second study period.

These emails have colourful, engaging graphics and strategically staged

messages with specific actions for students to take regarding accessing

support services, administration/finance tasks, scholarships, key dates and

events on campus, as well as supportive messages that normalise their stage

in the student lifecycle.

These message suites are personalised based on their person, course and

study mode, so if I am a Torres Strait Islander student studying Diploma of

Higher Education at the Thursday Island Study Centre, then my emails will be

tailored to my specific student experience – ‘just-in-time and just-for-me’.

For this reason, we have asked that all JCU staff and peer leaders refrain from

sending messages that relate to other areas of the university and only

concentrate on the specifics of their role. For example, Student Mentor

Program emails will be reduced to supportive reminders about the fact that

you are here if they need you and how you can help, rather than the

promotion of services, events and resources, which is now covered in the

‘official JCU communication suite’. The Student Mentor Program emails for O

Week-Week 12 can be found in the LearnJCU Community under the

‘Communication Templates and General Forms’ section.

*Student Mentors, Peer Assisted Study Session (PASS) Leaders, First Year Experience

Coordinators, College Student Support Officers, International/AA&TSI Support Officers,

Student Services, JCU Student Association, Student Life, and first year academic staff

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SAFETY AND WELLBEING

JCU values and celebrates the diversity of our community and are committed to ensuring our learning and working environment are safe and welcoming.

JCU is proud to be part of the Respect. Now. Always. campaign, a national initiative led by Universities Australia, to highlight our determination to ensure our students and staff are safe from discrimination and sexual harassment. Further information about the campaign and free services available for students can be found at www.jcu.edu.au/safety-and-wellbeing

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RECONCILIATION AND JCU STUDENT MENTOR PROGRAM

It is important to note that JCU has a Reconciliation Action Plan. The JCU

Student Mentor Program is deeply committed to supporting authentic

reconciliation through building positive and respectful relationships with

Australian Aboriginal and Torres Strait Islander peoples, and we participate in

events/ activities on campus throughout the year to support reconciliation.

SUPPORT FOR MENTORS

Mentors are first and foremost students, and the Student Mentor Program

Support Officer (SMPSO) is committed to your wellbeing and academic

success. If you experience challenging situations in your mentor role, please

contact your Mentor Leader and/or the SMPSO for support, so they can help

guide you through. You may also experience personal and academic

challenges while mentoring, and we encourage you to access all the relevant

services and the SMPSO, so they can provide you with support as a valued

member of our mentor and university community.

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SUPPORT SERVICES @ JCU

JCU offers a wide range of free, confidential support services to students and

it is important that mentors understand them in order to provide effective

referrals for students, when required. One of the biggest frustrations for

students is being incorrectly referred (ping-ponged) all over the university

trying to get the help they need, and this can often turn a simply uncertain

student into a highly anxious ‘at risk’ student in a matter of hours.

The Student Mentor Program is based on a ‘hub and spoke’ model, where we

market the Mentor as a ‘highly-trained hub’ who can effectively refer (spoke)

the students to the correct service point for their specific need. In recent

years, we have created the Ask Us concertina cards to help staff, mentors and

students better understand service points for quality referrals, and we will go

through these service in mentor training. There is an internal students

version and an off-campus students version of Ask Us cards. If you are in

doubt about a referral, please contact the Student Centre to seek advice or

see www.jcu.edu.au/students for more information online.

Important Note: if a student is at risk of self-harming, please always stay

with that student and personally walk them up to the

Counsellors/Wellbeing Officers on campus (Middle Floor of Library), and do

not simply provide a referral. Mentors will also be provided with an

emergency contact card for community services (Lifeline etc) if an incident

occurs after JCU office hours.

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PROGRAM PROMOTION

The program is promoted to Mentees and Mentor candidates in a range of

different ways, as demonstrated below, but the primary promotion point is

the website and we encourage you to drive interested parties to

www.jcu.edu.au/mentors. In your ‘Meet the Mentor’ session in O Week,

please get students to write your details (nominated Mentor) on their

bookmarks, so they have your contact details on file for future reference.

DIVERSITY AND INCLUSIVITY

Diversity can be a source of non-productive conflict in organisations, and

the conflict can arise for a variety of reasons. Conflict can stem from

misunderstandings due to cultural or individual communication

differences. Inappropriate sexual and religious statements/jokes,

personal biases and prejudices, and an unwillingness to accept people

who are different, can also be potential causes of conflict.

Mentors support a broad range of Mentees and need be culturally aware

and communicate with sensitivity to reduce any potential for negative

connotations and complaints. If the relationship between the Mentor and

the Mentee breaks down for any reason, a new Mentor can be allocated.

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GRIEVANCES PROCEDURE

It is of critical importance that the Student Mentor Program Support Officer be

notified of any incident or pattern of events involving disruptive, abusive or

violent behaviour, or of any incident that may result in a complaint.

Confidentiality of principal parties will be maintained at all times and access to

information regarding any incidents and subsequent action will be limited to

those directly involved in such processes. However, information regarding the

processes followed will be shared without compromising the principal parties’

confidentiality. With consent, the Officer may organise mediation between the

student/s and/or Mentor/s involved.

DISCRIMINATION AND SEXUAL HARRASSMENT PROCEDURES

The Student Mentor Program encourages cultural diversity and tolerance

through inclusiveness and equity and actively works towards affirmative

action. Sexual harassment of any kind is also unacceptable and will not be

tolerated. These types of behaviour should be reported immediately to the

Student Mentor Program Support Officer.

WORKPLACE HEALTH AND SAFETY PROCEDURES

Student Mentors have a statutory obligation to follow JCU Workplace Health

and Safety Policies and guidelines to ensure the safety of themselves and

students in their care.

TERMINATION OF MENTOR STATUS

Mentors and Mentees will be excluded from the program based on

unacceptable, violent, abusive behaviour or harassment, or the contravening of

the signed Student Mentor Program Agreement. The Student Mentor Program

Support Officer will assess the validity of the complaint and if the complaint is

justified, then the student will be informed of the decision. Any appeals are to

be submitted in writing to the Manager, Student Transitions and Careers.

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Notes Pages