Library &Student Services

When To Refer A guide for University sta� helping students access support2017-18

Contents

Introduction 3

When a student needs help with a �nance enquiry 4

When a student is upset or in distress 5

When a student has a disability, dyslexia or long 7term medical condition

When a student has a communicable or noti�able 8disease

When a student has a question in relation to 10religion or faith

When a student reports discrimination, bullying, 11victimisation or harassment

When a student is a victim of crime 12

When you think a student is susceptible to 14radicalisation

When there are questions or concerns about 16international students and visas

When an international student would like some 17support with homesickness

When a student is considering a course transfer, 18interruption or withdrawal

When a student has died 19

Introduction

This guide provides information for University sta� about a range of situations when a student might be in need of support. It o�ers suggested approaches that sta� can take to identify and respond to students who are disclosing their concerns and it provides information about the support that can be provided by the University.

Sta� seeking to refer students to Library & Student Services can make contact with the Gateway Advisers at each campus Library either in person at the Gateway desk, by phone or by email. Sta� can also signpost students to contact the Gateway directly.

Gateway Advisers can talk to sta� about our wide range of services. They can also make appointments for students with specialist LSS sta� and signpost enquirers to sources of internal and external support. If you or one of your students wish to talk to an Adviser away from the Gateway desk, consultation rooms are available on each site.

We hope you �nd this guide helpful and would welcome feedback on its usefulness and invite your suggestions for the next edition.

Library & Student Services

Contacting Gateway

Canterbury Epsom01227 817314 01372 202461gatewaycanterbury@uca.ac.uk gatewayepsom@uca.ac.uk

Farnham Rochester01252 892709 01634 888734gatewayfarnham@uca.ac.uk gatewayrochester@uca.ac.uk

Special thanks to Northumbria University for granting permission to adapt this document.

3

When a student needs help with a �nance enquiry

What should you look out for?

Money worries are likely to impact on a student’s ability to study. Students experiencing �nancial di�culties may:

Be distracted or worried.Have poor attendance or changes in their performance.Not be fully engaged with the course.Talk about leaving University.

What should you do?

If a student or applicant is seeking general information about a �nance issue, direct them to the following webpages as appropriate:

UCA fees, �nance and discretionary funds information: uca.ac.uk/life-at-uca/feesBudgeting and money management: uca.ac.uk/student-

services/advice/money-doctors-tips-tools-and-adviceStudent Finance England: gov.uk/student-�nance

Rules and regulations around student �nance and hardships funds change regularly, so please be wary about giving any advice in this area. If a student or applicant would like advice about their individual circumstances, please refer them to the Specialist Adviser. Specialist Advisers can be contacted through the Gateway at your campus.

What happens next?

The Specialist Advisers can advise on a wide range of issues and with the student’s consent can liaise with external organisations such as Student Finance England on their behalf. They can also advise on eligibility for the University’s hardship funds.

4

When a student is upset or in distress

If a student is upset by anything, the best thing to do is to o�er them a bit of your time to listen and let them talk through the problem. It’s likely the student has come to you because they know and trust you. Sending them away to speak to a counsellor or other professional might not be what the student needs – having someone they know o�er a listening ear can stop a problem from getting worse before it starts.

If a student is clearly in distress – crying uncontrollably, having a panic attack, or unable to speak – reassure them and try to give them some space and time to breathe and relax.

If you are extremely concerned then it would be best to contact a First Aider on your campus. If the student is clearly in danger to themselves or others, including self-harming or threatening suicide, contact 999 and treat it as an emergency issue.

If a student is able to speak and engage but is still very upset, explore if there is anyone they know who they can talk to who they trust, like a family member or friend.

You could also consider signposting a student to other services such as:

Samaritans: samaritans.org Nightline: nightline.org.uk

You can also refer them to the Gateway to speak to an Adviser. In the case of a distressed student, it might be worthwhile to ring the Gateway Desk on your campus beforehand rather than bring a student along in person, as the student might �nd this embarrassing or disconcerting. The Gateway team can advise you if there are any members of sta� free to talk to the student at that time. If not, they may be able to provide a private space where the student could make contact with an emotional support service, such as Samaritans.

At any time you can advise a student about the Counselling Service, which is free to any UCA student. Students can �nd out more about counselling from the Gateway Team or by looking online here: uca.ac.uk/student-services/counselling

5

6

What if a student declares they have a mental health condition?

If a student shares that they have a mental health condition, don’t panic! Approximately 1 in 4 people at any given time have a mental health condition. Having a mental health issue does not mean students are unable to engage in their studies. It is important not to treat them di�erently, and not to assume they require counselling. Check with the student whether they have declared that they have a mental health condition formally to the University or not, and whether they are engaged with Learning Support. If the student has an ongoing condition they may be entitled to further support, but this will depend on their individual circumstances. Make a note of your discussion with the student.

Students can be signposted to the Gateway on their campus in order to arrange an appointment with a Learning Support Manager.

What if I’m concerned about a student’s general wellbeing?

If you are concerned about a student’s general wellbeing (for example, complex personal problems or signi�cant and ongoing welfare issues) it is best that you document any interactions you have with the student. Some students might simply need some practical advice or information whereas others might need a more robust response.

At any time you can signpost students to the Gateway for general information, and an Adviser can give information about appropriate services.

You may �nd it useful to speak to the student and discuss if a Wellbeing Plan would be useful to implement. A Wellbeing Plan is a document that sta� can use to document concerns and agree with the student how to work together.

If there are ongoing issues that are unclear how to resolve, you can speak to a designated Library & Student Services manager about whether the student would bene�t from engaging in the Support to Study Procedure.

When a student has a disability, dyslexia or long term medical condition

What should you look out for?

Look out for students who are struggling with the written element of the course, or �nd it di�cult to follow/remember instructions. Is the student easily distracted, often late and has poor time management? Is the content of the work good but the presentation brings down the mark, frustrating the student?

What should you do?

At this point you could consider signposting the student to contact the Learning Support Manager. The Learning Support Manager can o�er advice on any additional support that might be available and how to access it. We also o�er dyslexia screenings to see whether the student would bene�t from a formal diagnosis.

If a student approaches you stating that they have dyslexia or any medical condition that might a�ect their studies, you need to ask if they are receiving support from the Learning Support Manager or the Dyslexia Adviser. Students with conditions such as dyslexia, Aspergers syndrome, autism and long term medical conditions can apply for Disabled Students Allowance and if successful, additional support such as an external specialist tutor/mentoring and software can be accessed. A Learning Support Agreement will have been sent to the Course Leader informing them of the student’s di�culties so it is important to check to see if one is in place. Is the student accessing the support allocated?

You can also refer the student to the Gateway in the Library. Gateway sta� hold the diaries for the above members of sta� and can arrange a suitable appointment.

7

When a student has a communicable or noti�able disease

What should you look out for?

You may receive a report either directly or indirectly that a student has been diagnosed or is being tested for a communicable or noti�able disease. Alternatively, students may come to you complaining that they are feeling ill with symptoms of a communicable or noti�able disease.

Reportable diseases include: Meningococcal Disease Rubella

Tuberculosis (TB) Hepatitis AWhooping Cough Hepatitis B

Diphtheria Hepatitis C Measles Hepatitis D

Mumps

A full and current list of notifiable diseases can be accessed via: gov.uk/guidance/notifiable-diseases-and-causative-organisms-how-to-report

What should you do?

Check the student is receiving appropriate medical attention. For some conditions this could mean advising them to go directly to their GP or Accident and Emergency or equivalent. If an ambulance is called to the campus, ensure your Campus Reception is notified. Report the case to the Campus Responsible Health & Safety Person (HSRP) or your Line Manager. It is helpful to have all known information to hand when reporting. This should include:

8

Student name, contact number and ID number. Suspected or diagnosed condition. Student’s current whereabouts. Where a student has already received a diagnosis and which part of the NHS they have engaged with. What happens next?

This will depend on the nature of the disease and the outbreak. Information on how individual diseases will be dealt with is available within the University’s Communicable Diseases Policy, which is located at:webdocs.ucreative.ac.uk/CommunicableDiseasePolicy_2016-1474461720002.pdf

9

When a student has a communicable or noti�able disease

What should you look out for?

You may receive a report either directly or indirectly that a student has been diagnosed or is being tested for a communicable or noti�able disease. Alternatively, students may come to you complaining that they are feeling ill with symptoms of a communicable or noti�able disease.

Reportable diseases include: Meningococcal Disease Rubella Tuberculosis (TB) Hepatitis A Whooping Cough Hepatitis B Diphtheria Hepatitis C Measles Hepatitis D Mumps

A full and current list of noti�able diseases can be accessed via: gov.uk/guidance/noti�able-diseases-and-causative-organ-isms-how-to-report

What should you do?

Check the student is receiving appropriate medical attention. For some conditions this could mean advising them to go directly to their GP or Accident and Emergency or equivalent. If an ambulance is called to the campus, ensure your Campus Reception is noti�ed. Report the case to the Campus Responsible Health & Safety Person (HSRP) or your Line Manager. It is helpful to have all known information to hand when reporting. This should include:

When a student has a question in relation to religion or faith

For many students higher education can be a period of self-discovery. Many students may become aware of new ideas or world views which can a�ect their existing ideas in relation to faith or religion. As a University we must be aware of our responsibility to students in relation to the practicalities of faith observance and be prepared to make reasonable adjustments where appropriate.

Faith or religion is a protected characteristic under the 2010 Equality Act. It is important therefore that we do not exclude any student on the basis of faith. More than this however, we should aim to be inclusive of students of all faiths, or none, as part of our regular working practice.

If a student is requesting alterations to course content such as timetabling, assessments or coursework on the grounds of faith, then any adjustments that can be reasonably made should be carried out at course level. For more complex issues, the student should be advised to contact the Learning Development Tutor on their campus who will assist the student in liaison with the course. Learning Development Tutors can be contacted through the Gateway at your campus.

Students seeking information about local worship centres should be directed to the Library & Student Services web pages here: uca.ac.uk/student-services

The Specialist Advisers are able to assist students in �nding local places or groups where a student can engage in faith observance and should be the main route of referral should students have questions about local groups or facilities in relation to faith.

Appointments with the Specialist Advisers can be made at the Gateway in your campus Library.

Each campus has a designated room for prayer or contemplation. Please contact the Estates team on your campus for more information.

10

When a student reports discrimination, bullying, victimisation or harassment

What should you look out for?

Discriminatory behaviour, bullying, victimisation or harassment can potentially have signi�cant negative impacts on an individual, as well as being morally and legally wrong.

The University is committed to equality and inclusion. Discriminatory behaviour can be based on a number of characteristics and we treat all cases of potential discrimination, bullying, victimisation or harassment very seriously.

People being discriminated against often feel worried about coming forward, so you should look out for signs of withdrawal, reduction in academic performance and/or attendance, reduced interaction with a group as a whole or particular individuals and avoidance of certain situations.

What should you do?

If the student would like to talk to someone about their experience and discuss their options, you should signpost the student to our Specialist Adviser via the Gateway or contact one of the Bullying & Harassment Advisers.

What happens next?

As well as o�ering support to the student, the Specialist Adviser/Bullying & Harassment Adviser will be able to signpost the student to relevant University procedures and/or the Students’ Union, as appropriate.

11

When a student is a victim of crime

What should you look out for?

A student might share with you the fact that they were a victim recently and have not yet reported this to anyone, or they might tell you that they are �nding it di�cult to cope with the after-e�ects of a crime that happened some time ago. Even crimes experienced some time in the past can have a signi�cant e�ect on a student’s day-to-day life and studies.

What should you do?

First, identify whether the student has reported the crime and if not, help them to decide whether to do so.

In most cases, when a person is a victim of crime, it is their decision as to whether or not to report that crime. This can be a di�cult decision. If a student tells you about a crime they have experienced which they have not reported, seek to ensure that the student has the support they need to think through their next steps.

We suggest that you make sure that the student has the contact details for the local Police Service. They can either ring 101 (or 999 in an emergency) or go online:

Canterbury & Rochester: kent.police.uk/services/report-a-crimeEpsom & Farnham: surrey.police.uk/advice/victims-of-crime

Suggest to the student that they talk to the Specialist Adviser in Library & Student Services. Appointments can be made via the Gateway in your campus Library or by phone or email.

If you feel that a student’s experience of crime is having a signi�cant e�ect on their mental wellbeing, refer the student to the Gateway team or to the support services pages of the University’s Counselling team: uca.ac.uk/student-services/counselling

12

If the student would like to talk to someone about their experience, or you feel it would be bene�cial, refer the student to the Specialist Adviser on your campus.

If you are contacted by the Police regarding a matter related to the University, it would normally be appropriate for sta� to inform their Head of School/Department and for the Head to inform the VC’s o�ce. If a student alleges a crime has been comitted by another UCA student, please refer the matter to the University Secretary.

What happens next?

This will depend on the circumstances of the case in question. The University’s Estates teams, Gateway teams and Student Wardens have experience of responding to incidents and liasing with the emergency services. Referring students to the Specialist Adviser for ongoing support will ensure that the student receives appropriate information and advice. To coordinate our response to a serious allegation (for example, a safe-guarding concern) or crime, the University may hold a case meeting to agree a way forward.

13

When you think a student is susceptible to radicalisationWhat should you look out for?

There is not a set pattern to radicalisation but it would be helpful to look out for the following:

Noticeable changes in peer group or religious practices. Sudden or increased isolation from family/social group. Extremist political activism or the accessing, possession or distribution of materials advocating extremist views. An undertone of grievance or ‘them and us’ language/behaviour. Increased emotional instability, and/or cultural/social anxiety. Possession of suspicious items (large amounts of money, multiple passports, possession of unusually large amounts of everyday materials which could be used to make incendiary devices).

Whilst these behaviours may be indicative of radicalisation they may also point to other support needs, therefore sta� are expected to use their judgement, to take account of the context in which any of the indicators are displayed and to consult with a Designated Person as noted in the University’s Safeguarding Policy.

Example indicators that an individual is capable of contributing directly or indirectly to an act of terrorism include:

Having a history of violence. Being criminally versatile and using criminal networks to support extremist goals. Having occupational skills that can enable acts of terrorism (such as civil engineering, pharmacology or construction). Having technical expertise that can be deployed (for example, IT skills, knowledge of chemicals, military training or survival skills).

14

Sta� guidelines and procedures for dealing with concerns that a student is vulnerable to radicalisation form part of the University’s Safeguarding Policy and this procedure should be followed when concerns are raised.

What should you do if you become concerned that a student is susceptible to radicalisation?

If you are concerned about a student you should consult with the Designated Person most accessible to you. They will take down the details using the Prevent Channel Referral Form and where appropriate consult with the Senior Designated Lead to decide whether there should be a referral in to the ‘channel process’.

What should you do if you believe there to be an immediate threat to the safety of the student, or that actions of that student may lead to harm to members of the University community or the wider public?

You should seek advice from your nearest designated safeguarding lead who will decide whether to contact the emergency services. Where concerns also constitute a breach of the Rules for Student Conduct, then the disciplinary procedure will be followed in parallel.

15

When there are questions or concerns about international students and visasStudents may seek support with extending their current Visa or applying for a Schengen Visa. They may require advice on inviting their family over to the UK for events such as graduation. There may also be circumstances where students or sta� have concerns about a student’s compliance with the conditions of their Visa, such as limits on paid or unpaid work, or the need for some nationalities to register with local police forces.

What should I do when a student is looking for support extending their current Visa, applying for a Schengen Visa or advice on inviting their family over to the UK for events such as Graduation? Students should be encouraged to make an appointment with the Specialist Adviser who will be able to provide them with necessary information or refer them to the relevant specialist support. Appointments with Specialist Advisers can be made at the Gateway in the Library.

What should I do when I am concerned about the attendance of an international student?

International students studying at UCA on a tier 4 Visa are expected to maintain a high level of attendance as a condition of their Visa. Any physical absence of over two sessions that is not reported by the student and authorised by the course leader should be reported to the Immigration Compliance Coordinator.

For more information on attendance monitoring and students responsibilities please contact the Immigration Compliance Coordinator at visaadvice@uca.ac.uk

Further Contacts for international student support and Visa compliance

Colin Beard, Immigration Compliance Co-ordinator 01252 892769 cbeard2@uca.ac.uk John Whitehead, International Student Support Co-ordinator 01252 892766 jwhitehead4@uca.ac.uk 16

When an international student would like some support with homesickness

What should you look out for?

Settling into a new country and/or into university life can be a challenge for some students. Separation from normal surroundings can result in homesickness and culture shock.

Look out for students who are:

Struggling to integrate. Having di�culty making friends. Experiencing a disturbed sleeping pattern. Feeling angry, nauseous, nervous or sad. Feeling isolated, lonely or withdrawn. Feeling overwhelmed, insecure, anxious or panicky. Having feelings of low self-esteem or self-worth. Lacking in concentration. Lacking in appetite. Failing to attend lectures and seminars.

What should you do?

Reassure students that experiencing culture shock is normal and can be a positive learning experience. Understand that due to individual experiences, di�ering sources of support may help.

Therefore, the most reliable advice is to encourage students to:

Contact Students’ Union representatives on campus. Fully immerse themselves in the university experience: attend orientation programmes and Health and Wellbeing events. Join clubs and societies as a way of meeting like-minded people. Visit places in their new town and get involved in local events, for example gyms, reading, or walking clubs. Alternatively, refer students to the Specialist Adviser through the Gateway. 17

When a student is considering a course transfer, interruption or withdrawal

What should you look out for?

Students may approach you to discuss the possibility of transferring to another programme (changing course), interrupting their study (taking time out), or withdrawing (leaving university before completion). Any of these three action is classi�ed as a ‘change of status’.

Students who are considering making such a change are required to initiate their request by visiting the Campus Registry. This guarantees a standardised, consistent approach for all students and provides referral into academic advice and professional support services as appropriate. The same process applies to students who are still considering their next steps.

Whilst you can support students as they come to a decision about their future, once they have decided to take that step, they must make a formal request by completing a ‘Change of Status’ form available from the Campus Registry.

What should you do?

Advise students to visit the Campus Registry and to give as much information as they can, enabling the team to respond e�ciently. Students should continue to engage with the Campus Registry until their case is completed.

Library & Student Services and course sta� can o�er support, and students can contact the Specialist Adviser for their campus through the Gateway for additional advice.

18

When a student has died

What should you do?

Any member of University sta� who becomes aware of a student death on or o� the University premises should immediately contact the Executive Dean responsible for the campus, or in their absence, Deputy Vice-Chancellor.

Any member of sta� who is noti�ed about a student death is required to inform the University and other sta� members in line with the Student Death Policy, which can be located at webdocs.ucreative.ac.uk/1617_StudentDeathPolicy-1-1507219320020.pdf

19