providing a national careers advice via email service lucy madahar graduate prospects

Providing a national Providing a national careers advice via careers advice via

email serviceemail service

Lucy MadaharLucy MadaharGraduate ProspectsGraduate Prospects

OverviewOverview Graduate Questiontime Aims & rationale Staffing Technical design Marketing the service Types of careers queries Key results Issues for graduates

Graduate QuestiontimeGraduate Questiontime Free careers advice via email/internet service for graduates

available on prospects.ac.uk

Services for Graduates project (CSU/AGCAS)

Harris review

24/7 access to careers support

Decline of the formal Mutual Aid system

Web-based database with integrated monitoring, admin and client feedback systems

Meet Guidance Council quality standards/Matrix

“Highly commended” national career award from ICG

Choosing a modelChoosing a model CounsellingCounselling Medical Adviser is in control of progress Open-ended & process oriented Focus on what is wrong:

defining the problem and fixing what’s broken

One-on-one in-person interactions: the 50-minute hour

Good model for psychological issues and crisis situations

CoachingCoaching Proactive Client is in control of

progress Goal-setting focus Outcome-oriented Structured Assignments Shorter interactions Phone, e-mail interactions

OK

Role of the careers advice Role of the careers advice providerprovider

Traditional roleTraditional role CAS’s seen as a rescue

operation Graduates are the passive

recipients of therapeutic advice and a “job”

Pragmatic rolePragmatic role CAS’s seen as a vehicle for

career self-management Graduates can actively learn

to build on the strengths of their education and experience, and use their inner capacities for creating their own futures

CAS’s seen as the bridge between where graduates are and where they want to be

Target audienceTarget audience

Available to EEA graduates (including HND Diplomates and new 2 year degree graduates)

Graduated from university within the last 5 years

Seeking work and/or study within the UK

Questions in English language

Referrals given to non-eligible users

StaffingStaffingWho is the E-Guidance team?

Working hours & remote working

Team communication

Professional development & support

Information resources

Technical issuesTechnical issuesRelationship with system not with adviserMachine capability of clients IT capability of clients and advisersNot just an email system Integrated monitoring and client

feedback routinesClient and adviser securitySecure web-enabled database

Graduate Questiontime Graduate Questiontime systemsystem

Registration required One query, one answer is normal 10% submit more than 1 query One enquirer, interchangeable advisers Anonymous advisers No specialisation : generic advisers Advisers also deal with first level enquiries All can see each others’ responses Quick response times

Marketing issuesMarketing issues Dealing with a

transient population Manipulating demand Marketing activities

Prospects.ac.uk home page

My Prospects email messages

E-Prospects Graduate Prospects

publications HE Careers Services Posters Graduate Fairs

Results of Marketing

Key resultsKey resultsNumber of users/queriesPeak times Types of queriesSubject of queriesTime managementMatrix quality standards

Issues for graduatesIssues for graduatesAccessing careers advice at a

time/place to suit themKeep it simpleQualified careers advisersConfidentialityResponse timesContacting the same adviser

What have I learntWhat have I learnt IAG at a distance: quantity & quality

Managing a remote team

Predicting demand & promoting the services

Email/Internet as one of several guidance mediums is here to stay Successfully provided quality IAG available 24 hours per day, 7

days per week via the Internet from anywhere