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Guide for New International/EU Students
Contacts:
Internal & External ContactsAdvice Centre: Camden: 5037 Fiona Nouri | Hawkshead: Nova Haylett 7140 CT/HH: Shelley Richards 7140 / 5410 | [email protected] an adviser is not available at your campus please call the alternative campus
Chaplain - Rev Pippa Turner 07525 234 382 | [email protected] - 01707 284 453 | [email protected] Development: CT: 0207 468 5113 | HH: 01707 66 6029 [email protected]| [email protected] Accommodation: ULHS - 0207 862 8880 | [email protected]: University Mentoring Organisation: www.universitymentoring.org
Emergency ContactsPlease note the di�erence between Urgency and EmergencyNumbers to be used in an emergency only if you are not able to contactvia the above methods.Advice Centre Manager -Fiona Nouri: 07515 919 492If a student is at serious risk and you feel it is a matter of life and death call the Emergency services: 999.
Out of Hours ContactsGP Out Of Hours Urgent Care: - Camden Area - 0207 388 5800GP Out of Hours Urgent Care: Hertfordshire area - 03000 333 333Maytree: Suicide respite: 0207 263 7070 | www.maytree.org.ukNight Line: 0207 631 0101 (Term time only 6pm - 8am)RVC Security: CT: 07810 503568 HH: 01707 66 6258Samaritans - 08457 90 90 90 - 24 hour support, 365 days a yearStudents Against Depression: www.studentsagainstdepression.org/get-supportVet Life - Crisis helpline: 07659 81 11 18
Helping Distressed Students: A Guide for Sta�
Guide for New International/EU Students
Helping Distressed Students:A Guide for RVC Sta�
Roles and responsibilities & raising awareness p3
Recognising when a student may be having di�culties p4
Advice to help you respond to and refer appropriately p5-6
Common concerns and sources of support within the RVC p7
Contacts: internal, external and emergency p8
Many people experience emotional and psychological di�culties atsome point in their lives. Usually these can be resolved by talking through with friends and family, but sometimes professional help is needed.
Most students will cope well with the stresses of academic life, butsometimes they will need extra help.
The RVC is commited to supporting all its students and to providingsta� with the information, skills and back-up necessary to do so withoutputting undue strain on themselves.
This guide gives advice on dealing with both crisis and mild situations.It is important to be prepared for emergencies, but in fact they occurvery rarely.
2
Q: My student told me not to tell anyone, but I am concerned. What do I do?A: You can speak to an Adviser in the Advice Centre team in con�dence withoutdisclosing the student’s name.
Q: My student is experiencing panic and / or anxiety attacksA: Refer to GP and Advice Centre
Q: My student is concerned about academic mattersA: Refer to Learning Development team, Tutor or Senior Tutor
Q: My student has a drug or alcohol problemA: Refer to GP and to Advice Centre
Q: My student has a problem with loss of motivation / depressionA: Refer to Counselling Team, Advice Centre, GP
Q: My student needs spiritual support or has su�ered a bereavementA: Refer to Chaplain, Advice Centre, Counselling Team
Q: My student is rapidly losing weightA: Refer to GP and Advice Centre
Q: My student has a problem related to private rented accommodationA: Refer to ULHS Housing Advisors and legal team. www.housing.london.ac.uk
Further information can be found on: www.rvc.ac.uk/advice
Most Common Concerns - Who to contact?
Guide for New International/EU Students
Roles and Responsiblities
6
Indentifying sources of supportIt is not always possible to know what the best source of supportmight be, especially if there is more than one problem.
*In the �rst instance refer the student to somewhere that is acceptableto them. A further referral at a later date can be made if necessary.
* You can seek advice from colleagues in the Advice Centre if you are unsure what to do, without disclosing the student’s identity.
O�ering Support Directly*Ensure you have su�cient time within the context of your other committments to do this*Ensure that it does not con�ict with aspects of your role*Seek assistance from the Advice Centre if you have persistant concerns
Con�dentiality * Do not disclose personal information about a student to anyone outside of the RVC, including parents, without the student’s explicit consent (Data Protection Act legislation).
*Do not promise absolute con�dentiality - Advise the student that in order to help you may have to share information. Always try to seek permission to do this.
The RVC has a free counselling service for sta� who may wish to discuss theirown concerns about a situation in con�dence. Care First 0800 174 319 3
6
What you should do if the situation is URGENTIt is urgent if:You are concerned for one or more of the following:* The student may be at risk of suicide* The student is violent or threatening violence to people or the property* The student has completely stopped functioning* The student seems very disorientated and out of touch with reality* The student is extremely abusive
If a student WILL accept help* Refer them to the GP, Advice Centre, or Counselling, if possible arrange for the student to be accompanied * Contact a member of the Advice Centre to record what has happened* If the student is in RVC Halls alert RVC accommodation 6943 & the Advice Centre
Oustide o�ce hours:If the GP is known, call out of hours GP on the student’s behalf* Log the incident with CT / HH Security (see page 8 for details)* The next day contact the Advice Centre team
If the student WILL NOT accept help* Keep the student accompanied whilst you contact the Advice Centre, Counselling, * If necessary contact Security and ask for immediate help* Log the incident with the Advice Centre & Security if necessaryOutside o�ce hours:Contact the student’s GP directlyContact Security who can contact the Emergency services and contacts* The next day contact the Advice Centre
Guide for New International/EU StudentsIs there a problem?
6
What is the student doing?Is the student telling you there is a problem?Is there anything unusual or unpredictable about the student’s behaviour? Is this behaviour di�erent from your previous experience with this person?
How does the student seem?Tense | Sad | Miserable | Unkept | Poor personal hygiene| Noticeably smelling of cannabis or alcohol for example.
How does the student sound and look?Flat | Agitated | Very loud | Very quiet | Change in appearance | Missing classes
Is there other information?Has the student declared a mental health di�culty? Are housemates orsta� telling you something that indicates a problem?
How does the student feel? Has there been a similar experience before?
Do you need information from other sta�?Has anyone else noticed di�culties? How is the student performing?Does the Advice Centre website on MyRVC and the intranet provide anyrelevant information?
Always remember - Perhaps it is useful to consult with someone else? Working with students who are experiencing di�culty can be hard. Contacting someone else may help to talk through options without disclosing the student’s identity.Consider; Senior Tutor, Advice Centre, Your Manager
4
What should you do if the situation is not urgent?It is not urgent if: *There is no immediate risk to students or others*The student may be:Stressed | Depressed | Anxious | Homesick | Lonely | IsolatedBereaved | Having relationship di�culties | Su�ering with low self esteemDi�culty studying | Di�culty sleeping. At this stage the student may be in need of advice on managing theirmental health di�culty.
If the student WILL accept help:Decide who is the best person to help the student:
If you feel you can help the student ensure that: A) You have the time and skill | It does not con�ict with your role / boundaries | You have access to support.B) You might listen to the students concerns | o�er practical adviceprovide reassurance.
If you feel someone else should help:C) Are you sure what the student needs? (Re: mental health support / housingcounselling, �nance, GP, Advice Centre) if so refer directly. www.rvc.ac.uk/adviceD) If you are not sure what the student needs, seek further advice fromthe Advice Centre, Counselling or Disability team.
If the student will NOT accept help:Make it clear that you can help if they change their mind.*Seek advice from appropriate Advice Centre service (p8) | Monitor the situation & alert the Head of Year or Senior Tutor about concerns.
Is it Urgent or Not?
5
In ALL situations* Prioritise your own safety & that of others | Try to stay calm * Engage with the student if possible by listening & providing reassurance * Make sure you talk the situation through with your manager / colleague, Advice Centre sta� / Care First. For all urgent o�-campus incidents call the emergency services: 999
Guide for New International/EU StudentsIs there a problem?
6
What is the student doing?Is the student telling you there is a problem?Is there anything unusual or unpredictable about the student’s behaviour? Is this behaviour di�erent from your previous experience with this person?
How does the student seem?Tense | Sad | Miserable | Unkept | Poor personal hygiene| Noticeably smelling of cannabis or alcohol for example.
How does the student sound and look?Flat | Agitated | Very loud | Very quiet | Change in appearance | Missing classes
Is there other information?Has the student declared a mental health di�culty? Are housemates orsta� telling you something that indicates a problem?
How does the student feel? Has there been a similar experience before?
Do you need information from other sta�?Has anyone else noticed di�culties? How is the student performing?Does the Advice Centre website on MyRVC and the intranet provide anyrelevant information?
Always remember - Perhaps it is useful to consult with someone else? Working with students who are experiencing di�culty can be hard. Contacting someone else may help to talk through options without disclosing the student’s identity.Consider; Senior Tutor, Advice Centre, Your Manager
4
What should you do if the situation is not urgent?It is not urgent if: *There is no immediate risk to students or others*The student may be:Stressed | Depressed | Anxious | Homesick | Lonely | IsolatedBereaved | Having relationship di�culties | Su�ering with low self esteemDi�culty studying | Di�culty sleeping. At this stage the student may be in need of advice on managing theirmental health di�culty.
If the student WILL accept help:Decide who is the best person to help the student:
If you feel you can help the student ensure that: A) You have the time and skill | It does not con�ict with your role / boundaries | You have access to support.B) You might listen to the students concerns | o�er practical adviceprovide reassurance.
If you feel someone else should help:C) Are you sure what the student needs? (Re: mental health support / housingcounselling, �nance, GP, Advice Centre) if so refer directly. www.rvc.ac.uk/adviceD) If you are not sure what the student needs, seek further advice fromthe Advice Centre, Counselling or Disability team.
If the student will NOT accept help:Make it clear that you can help if they change their mind.*Seek advice from appropriate Advice Centre service (p8) | Monitor the situation & alert the Head of Year or Senior Tutor about concerns.
Is it Urgent or Not?
5
In ALL situations* Prioritise your own safety & that of others | Try to stay calm * Engage with the student if possible by listening & providing reassurance * Make sure you talk the situation through with your manager / colleague, Advice Centre sta� / Care First. For all urgent o�-campus incidents call the emergency services: 999
Guide for New International/EU Students
Roles and Responsiblities
6
Indentifying sources of supportIt is not always possible to know what the best source of supportmight be, especially if there is more than one problem.
*In the �rst instance refer the student to somewhere that is acceptableto them. A further referral at a later date can be made if necessary.
* You can seek advice from colleagues in the Advice Centre if you are unsure what to do, without disclosing the student’s identity.
O�ering Support Directly*Ensure you have su�cient time within the context of your other committments to do this*Ensure that it does not con�ict with aspects of your role*Seek assistance from the Advice Centre if you have persistant concerns
Con�dentiality * Do not disclose personal information about a student to anyone outside of the RVC, including parents, without the student’s explicit consent (Data Protection Act legislation).
*Do not promise absolute con�dentiality - Advise the student that in order to help you may have to share information. Always try to seek permission to do this.
The RVC has a free counselling service for sta� who may wish to discuss theirown concerns about a situation in con�dence. Care First 0800 174 319 3
6
What you should do if the situation is URGENTIt is urgent if:You are concerned for one or more of the following:* The student may be at risk of suicide* The student is violent or threatening violence to people or the property* The student has completely stopped functioning* The student seems very disorientated and out of touch with reality* The student is extremely abusive
If a student WILL accept help* Refer them to the GP, Advice Centre, or Counselling, if possible arrange for the student to be accompanied * Contact a member of the Advice Centre to record what has happened* If the student is in RVC Halls alert RVC accommodation 6943 & the Advice Centre
Oustide o�ce hours:If the GP is known, call out of hours GP on the student’s behalf* Log the incident with CT / HH Security (see page 8 for details)* The next day contact the Advice Centre team
If the student WILL NOT accept help* Keep the student accompanied whilst you contact the Advice Centre, Counselling, * If necessary contact Security and ask for immediate help* Log the incident with the Advice Centre & Security if necessaryOutside o�ce hours:Contact the student’s GP directlyContact Security who can contact the Emergency services and contacts* The next day contact the Advice Centre
Guide for New International/EU Students
Helping Distressed Students:A Guide for RVC Sta�
Roles and responsibilities & raising awareness p3
Recognising when a student may be having di�culties p4
Advice to help you respond to and refer appropriately p5-6
Common concerns and sources of support within the RVC p7
Contacts: internal, external and emergency p8
Many people experience emotional and psychological di�culties atsome point in their lives. Usually these can be resolved by talking through with friends and family, but sometimes professional help is needed.
Most students will cope well with the stresses of academic life, butsometimes they will need extra help.
The RVC is commited to supporting all its students and to providingsta� with the information, skills and back-up necessary to do so withoutputting undue strain on themselves.
This guide gives advice on dealing with both crisis and mild situations.It is important to be prepared for emergencies, but in fact they occurvery rarely.
2
Q: My student told me not to tell anyone, but I am concerned. What do I do?A: You can speak to an Adviser in the Advice Centre team in con�dence withoutdisclosing the student’s name.
Q: My student is experiencing panic and / or anxiety attacksA: Refer to GP and Advice Centre
Q: My student is concerned about academic mattersA: Refer to Learning Development team, Tutor or Senior Tutor
Q: My student has a drug or alcohol problemA: Refer to GP and to Advice Centre
Q: My student has a problem with loss of motivation / depressionA: Refer to Counselling Team, Advice Centre, GP
Q: My student needs spiritual support or has su�ered a bereavementA: Refer to Chaplain, Advice Centre, Counselling Team
Q: My student is rapidly losing weightA: Refer to GP and Advice Centre
Q: My student has a problem related to private rented accommodationA: Refer to ULHS Housing Advisors and legal team. www.housing.london.ac.uk
Further information can be found on: www.rvc.ac.uk/advice
Most Common Concerns - Who to contact?
Guide for New International/EU Students
Contacts:
Internal & External ContactsAdvice Centre: Camden: 5037 Fiona Nouri | Hawkshead: Nova Haylett 7140 CT/HH: Shelley Richards 7140 / 5410 | [email protected] an adviser is not available at your campus please call the alternative campus
Chaplain - Rev Pippa Turner 07525 234 382 | [email protected] - 01707 284 453 | [email protected] Development: CT: 0207 468 5113 | HH: 01707 66 6029 [email protected]| [email protected] Accommodation: ULHS - 0207 862 8880 | [email protected]: University Mentoring Organisation: www.universitymentoring.org
Emergency ContactsPlease note the di�erence between Urgency and EmergencyNumbers to be used in an emergency only if you are not able to contactvia the above methods.Advice Centre Manager -Fiona Nouri: 07515 919 492If a student is at serious risk and you feel it is a matter of life and death call the Emergency services: 999.
Out of Hours ContactsGP Out Of Hours Urgent Care: - Camden Area - 0207 388 5800GP Out of Hours Urgent Care: Hertfordshire area - 03000 333 333Maytree: Suicide respite: 0207 263 7070 | www.maytree.org.ukNight Line: 0207 631 0101 (Term time only 6pm - 8am)RVC Security: CT: 07810 503568 HH: 01707 66 6258Samaritans - 08457 90 90 90 - 24 hour support, 365 days a yearStudents Against Depression: www.studentsagainstdepression.org/get-supportVet Life - Crisis helpline: 07659 81 11 18
Helping Distressed Students: A Guide for Sta�
