1. Organisational structure
From 1 August, the new Student Services organisational structure will become operational (see illustration below). You will notice there have been further revisions to the structure since it was announced in April, in order to focus more resources on the operation of the new Student Services Centre.
(The International Student Advice Team, managed within Registry, is also working closely with Student Services on the developments outlined below.)
2. Student Services Helpdesk
From 10 August, the Student Services Helpdesk, staffed by the Student Information & Funding Team, will become the initial point of contact for all Student Services related enquiries. This includes supporting students with disability advice, funding advice, health and well-being, and immigration and visa advice.
The helpdesk is currently located in Wessex House 2.33 and will move in September to the new Student Services Centre in 4 West, facing onto the Parade. The phone number of the helpdesk is 01225 385538.
From 10 August, all initial enquiries relating to these areas of student support should be directed to the Student Services Helpdesk.
3. Student Services Enquiry Management Software
On 10 August, new Student Services Enquiry Management software will become live. This will enable students to make enquiries to Student Services via their own SAMIS page on the web.
They will be asked to consider a number of FAQs as possible answers to their enquiry before it is passed on to be dealt with by the Student Services Helpdesk staff.
This software does not preclude students from making their enquiries in person or by telephone, but it will enable us to track our response to each enquiry, ensuring it is answered in a timely and efficient manner.
4. Student Services Centre
The Student Services Centre, due to open in September, will be the focus for supporting students with disability advice, funding advice, health and well-being, immigration and visa advice, as well as referrals to other services.
It will be managed by the Student Information & Funding Manager, Sue Dors, and will include the Student Services Helpdesk for all initial enquiries, as well as interview rooms in which specialist Student Services teams will conduct some follow-up appointments with students.
The Student Disability Advice Team will remain in Eastwood Lodge, the Student Health & Well-Being Team in Wessex House Level 8, and the International Student Advice Team in the Registry corridor, Wessex House Level 2.
Further details and opportunities to visit the new centre will be made available in due course. Meanwhile, any questions about its operation should be directed to Sue, in the first instance.
5. Request to University staff – we need your help and support
Student Services is undergoing a significant transformation in how it supports and works with students. Ultimately, we are confident this will enhance the student experience, but I need to ask for your understanding and patience as we meet and deal with the inevitable transitional difficulties.
We’d be grateful if you could familiarise yourself with these changes, and amend names and contact details in your various publications and web pages, so you are able to continue supporting and referring your students to Student Services, as appropriate.
Please feel free to contact me, or the relevant manager identified above, if you have any immediate questions about the implications of this re-organisation on our various areas of activity, and thank you very much for your cooperation.
Mark Ames
Head of Student Services