Hub and Spokes Launch Seminar 3

Helen Langley, Project Officer, NC2012Julie Millias, Senior Administrative Officer (askUWA)Reynard Chan, Computer Support Officer (askUWA

Undergraduate advising at UWA

Today’s seminarRecording advice guidelines

Introduce you to when, where and what to record

AskUWA recording advice training

Provide you with the tools and functions to record advice

Introduce you to the different ways you can record advice on askUWA

askUWA Each student has a contact record in askUWA – name, number, course

code, faculty advising office and email address

Recorded advice and students’ online enquiries are added as incidents to the record

Who will be using askUWA?

Advising staff in faculties, schools, Student Services, International Centre and Graduate Research and Scholarships Office will be recording advice and viewing students’ incident histories

Students will be sending enquiries and viewing their incidents – enquiries and recorded advice

Access

No tiered levels of access and security

Recording advice guidelines

What to record

Complex course advice

Fact - only record, information that can be verified and could impact a student’s record

The advice given to a student leading up to an official approval

Referrals – where and why

Escalation - If there is a risk of an incident escalating

Expertise - When the information will help other advisers

Recording advice guidelines

What not to record

Simple directional inquiries

Opinion – personal observations

Duplicate information – anything that would normally be recorded in TRIM or in SIMS/the Internal Academic Record

Systems or IT issues

Private information about the student that is sensitive or relates to their health

Where to record

askUWA – narrative history of advice given to students regarding their studies

TRIM – all student records, handwritten, printed and digital

SIMS/Internal Academic Record – information that affects a student’s completion

What to record where on askUWA

Incident types

Response

Customer entry

Private note

General note

staff

staff and students

staff and students

staff

Access

Response

Recorded as a new incident or added to an existing incident. It is sent to the student’s email account as well as saved in the system.

When to use Replying to an online enquiry or incident.

New incident: follow up or confirmation to the student who has rung or has been interviewed face to face.

Referring student: send referral to student and cc in referral contact

Customer Entry

Recorded as a new incident or added to an existing incident. It is not sent to a student’s email.

When to use Added to another incident or response to record additional

information.

New incident: record an incident where it is not necessary to email the student.

Private note

A note, which is attached to a student’s incident or a new incident is created. Not accessible to students.

When to use Added to a response or incident to record information for other staff.

Referring students: add additional information for staff the student is referred to.

General note

A note, which is attached to a student’s contact record. It is not accessible to a student.

When to use Record information about a recurring situation, ongoing issue or

important information about the student that other staff should be made aware of.

Respecting the studentRespecting the record

Respect students’ right to privacy and the confidentiality of the record

Take care with language

Remember that students will be able to access their record

Under FOI students can be granted access to private and general notes

Respecting the studentrespecting the record

Do not record anything about a student’s disability, medical condition or mental health

Sensitive information can be communicated over the phone

When we record advice we have control over what information is recorded

When students submit enquiries we do not have control over what they write

Keeping it friendlykeeping it relevant

Use a friendly tone

Use hyperlinks

Insert standard texts and answer links (FAQ’s)

Explain to students that you are recording advice

Send students a Response outlining the advice you have given them

Referring students

When referring students to another area, record a Response in askUWA outlining the student’s issue, why they are being referred, where they are being referred and when they are being referred

You can forward an enquiry to a Subject Matter Expert (SME) and add a Private Note

Duty of care

Duty of care to students

Duty of care to staff

Wrapping up

Fill in the form, get it authorised

and get access

Ongoing drop in training sessions

in February and March

Going live 5th December