Student Advisor Forum

Sharing Ideas for Good Practice

Agenda

9.00 Opening Introduction, Burning Issues from Last Forum & Training Information - Michelle Rogers, Director, Support Services

  

9.20 Presentation and Questions - TEQSA - Professor Chris Brook, Director, Quality Enhancement

 

9:55 Why do students seek advice? - Dr Jim Elliott, Director, START

10.00 Morning tea

 

10.30 Referral Processes: Minimum standards for student referrals - Amy Cleasby, Team Leader, START

  

11.20 Resources for Advisors: - Dr Jim Elliott, Director, START & Leah Bromilow, Manager, Student eServices

Accessing the most appropriate and accurate information

OASIS – Existing resources for Advisors & Students

 

12.15 Closing Words - Michelle Rogers, Director, Support Services

 

Overview from Last Forum

Michelle RogersDirector, Support Services

Issues arising from Advisors’ Forum May 2012

• Questions and Answers

• Burning issues

Initiatives

• Training for Advisors – TEQSA & CCA 2010

• Advisor Network

• Website – pages and navigation

TEQSA Information

Prof Chris BrookDirector, Quality Enhancement

TEQSA:

Information and questions

Why is any student seeking advice anyway?

At any given time, most of our 40,000++ students are not seeking advice from anyone. Which is just as well....

Those who are seeking advice:• May not have looked for existing information for various reasons

• May not have been able to find existing information

• May have not been able to make sense of existing information

• May have limited self-advocacy or self-help skills

• May have a strong customer service position – “I’m paying for this, so help me”.

• May have complicated circumstances that existing information and processes do not entirely appear to address

• May be upset, distressed and possibly impatient

Whatever the situation – the reason they are seeking advice is that they want a prompt solution/outcome

Morning Tea Break

Please be back in your seats by 10.30am

Referral Processes

• Minimum standards should be developed

• To enhance the student experience

• To develop student support services

• To meet TEQSA standards

• Why keep it to a 2 stop shop (where possible)

• To better support the student and required administration processes

• To ensure the student gets to the right place

• To reduce confusion (and therefore stress) for both students and staff

• Sound referral processes promote

• Student wellbeing and retention

• Staff satisfaction

• An increased knowledge of services available

S o l u t i o n

Referral Processes Draft

• Ideas generated from working group, discussion and feedback from various areas (Eng FSSO, START Student Advisors, Careers staff, Support Services Director)

• The ideas presented in the copies:

• 3 types of referral methods

• “Warm should be the Norm”

• Things to remember

• Flow chart

• DRAFT materials only – we are seeking your feedback

• “Online Resources” referred to will be discussed next

Referral Processes – Group Discussion

• How can we improve this? What changes/additions can you suggest?”

• Discuss the referral processes & flow chart (not where to find the information you might need)

• Do you agree with the 3 types of referrals?

• What issues might you have with “Warm should be the Norm” (eg. It takes longer with each student)

• Information gathering box – do we need more notes?

• Discuss & make notes on the handouts – 15 mins

• Feedback – Burning issues only – 15 mins

• Collect the handouts with notes – START will update with new suggestions

Referral Processes – Burning Issues

Positives Issues/Problems Changes/Additions

What information is available to students now in OASIS?

Official Communications

• This student has received OCs related to supplementary exams, his SSAF, Scholarship payment, termination, the appeals process, fees – important stuff!

Alerts & Reminders

Alerts are for serious issues that require a student’s action, and

cannot be hidden until action takes place. The tuition fee alert prompts

students who haven’t made payment of their fees by the due date. The

alert escalates, and changes colour, to indicate the urgency of the action

required.

Reminders are personalised, but don’t necessarily require a student’s action. Reminders include notification of key dates (eg study period start date) and results release.

My Studies

Students can access plan their timetable, access their unit outlines

and reserve items using the unit outlines channel.

All books required for a students enrolled units will appear when

clicking on the booklist link.

Students are prompted if they have administrative sanctions preventing

the release of their results or enrolment. They will be told who they

need to contact to have the issue resolved.

eStudent

• Students can change their details, enrol, class register, check their results, download their eInvoice, print out an Academic eRecord, print out their enrolment advice – and much more! – in eStudent

• There is extensive eStudent help and demo movies available.

Quick forms and online forms

Quick forms and online forms

Start Up

Campus Life & Guild

Plus much more!

• Exam timetables, O-Week timetables, Graduation registration, EnrolNow!, ReEnrolNow! (in progress), Links and news (targeted) etc etc…

What information is available to advisors now?

There is a box labelled “Help your students” under the “My Work” tab in OASIS for staff. (log in from http://www.curtin.edu.au/)

It is also possible for any staff member to refer a student to START via an on-line referral process – see http://unilife.curtin.edu.au/staff/refer_student_support.htm

Are those resources enough for Advisory staff?

• Consistent information?

• Easily found/easily accessible to you?

• Anything missing that should be there?

• If there are shortfalls in the information resources, what should we do about it?

Next Steps & Closing Words

Michelle RogersDirector, Support Services