www.derby.ac.uk Our context: On campus: c12,000 students 2012 -
full team restructure for Enquiry Services: re-named as
Information, Advice & Guidance team, with change in role from
Administrator to Advisor 2013 - combining 2 teams (Information,
Advice & Guidance and Programme Advisory Service) under one
manager to create Student Centre team 4 Student Centres (9 desks,
13 advisors, equiv to 9 FTE 5 administrators on back office work,
including student attendance monitoring across university and full
range of administration and student support for Joint Honours (1200
students) Move from physical submission of coursework (50,000+ a
year handled by team) to majority e-submission Expectation for
information, advice and guidance across a broader range of queries
Closer connection with supporting Student Wellbeing Service
activity Continual development and support for student attendance
monitoring and Joint Honours administration
Slide 3
www.derby.ac.uk How we look now: Kedleston Road, Main Campus
site, majority of on-campus students Term-time 8.30-7pm Britannia
Mill covering 2 teaching sites Buxton covering HE & FE students
Atrium (central social space) Student Wellbeing Centre (shared with
GP practice reception)
Slide 4
www.derby.ac.uk More stuff happening 2014 - University
restructure in 2014: from 4 Faculties to 7 Colleges (plus Joint
Honours, plus University of Derby On-line, plus University of Derby
Corporate, plus Buxton & Leek College) Creation of Academic
Centres for administrative support for academic staff and
programmes New sites being acquired: new building in Derby for Law
& Criminology department, new site in Chesterfield, new STEM
building in Derby for 2016/17
www.derby.ac.uk Generalist? assignments explaining regs ID
cards loan queries car park permits council tax exemption
confirmation letters records amendments timetable queries Joint
honours signposting extenuating circumstances late submission
complaints triage appointment booking wellbeing triage results
queries
Slide 7
www.derby.ac.uk Tier 1 / Generalist : 80% of queries?! (we dont
have CRM) These queries arent superficial, but they can be
recurring regular queries, where its our day job or we can access
guidance information quickly and easily From Tier 1 queries, we
should and could be building up a knowledge base to anticipate
trends for future, provide virtual advice, or can train staff to be
absolutely confident with them Tier 1 queries can usually be
resolved without high levels of systems or security access,
in-depth knowledge of a particular area of the University or
specialist/practitioner training. The interaction should leave the
client confident that their query has been resolved, or with
sufficient information provided which gives them a clear
understanding of how the resolution will take place or what their
next steps should be.
www.derby.ac.uk Tier 2 / Specialist: a higher level of system
access or security? an in-depth knowledge of a particular area of
the University business and the needs of a client which comes from
dealing with that type of business on a day to day basis or
specialist/practitioner training. Tier 3 / Highly Specialist: Tier
3 queries will require high level access or privileged system
access and/or specialist or practitioner training. A query or task
doesnt have to go through all 3 tiers: student crisis situation -
straight from tier 1 to 3 And tier 1 may be the specialist e.g
student car parking
Slide 10
www.derby.ac.uk T1 T2 T3 Over to you Your own one stop shops:
Do you have a similar model? Do you have similar
tasks/functions/activities to Derby? Whats different?
Slide 11
www.derby.ac.uk Exceptional Extenuating Circumstances and Late
Submission Requests
Slide 12
www.derby.ac.uk EEC & LSR Historically: Students applied
through carbon copy form for an extension to coursework or to take
exam at a different point approved by module leader for up to 7
days, new deadline set by module leader approved by programme
leader for longer extension, new deadline set by programme leader
one copy of form held by Enquiry Services team Advantages: student
relationship with module and programme leader module and programme
leader have better understanding of work involved and realistic new
deadline Disadvantages: copy of form didnt get to Enquiry Services
substantiation of reasons for extension not provided assessment
boards didnt know what had been agreed soft versus hard line module
and programme leaders lack of consistency (how many module leaders
agreeing, how many different deadlines funding arrangements
expected students to attempt all assessments loss of income
Slide 13
www.derby.ac.uk 2012 -2014 review of EEC and LSR regulations
move to EEC panels for each Faculty (College) students have to
submit something by deadline (essay plan, notes, part completed or
almost completed coursework) students have to submit evidence, from
an impartial, professional source standardised new deadlines based
on assessment periods in the academic calendar students made aware
of mark for partially completed assignment students then accept or
reject offer of deferral of deadline from EEC panel students must
undertake a fresh assessment (some exceptions for placement,
portfolio, independent study) late submission of up to 7 days to be
approved by Deputy Head of Department (late decision in 2014
changed this from programme leader) students have to submit
something by deadline students have to supply evidence approval
equals 7 extra days to complete but same piece of work, not fresh
assessment
Slide 14
www.derby.ac.uk Our system: Moved from carbon paper To scanned
pdfs collated by College with an overview report, stored with
restricted access on the intranet To using the student record
system from application to approvalstudent record system
Slide 15
www.derby.ac.uk students Student Wellbeing Academic staff
Student Liaison Officers Quality and Regs Panel Officers Academic
Centres Panel Chairs Student Experience Training othersSystem
development Regs Review Auditing Statistics
Slide 16
www.derby.ac.uk Boundaries?
Slide 17
www.derby.ac.uk Your own one stop shops Are there defined
boundaries? What are they and why? How do you negotiate them? Do
they become blurred?