Student Support Service Directory

BORDERS COLLEGE SUPPORTSERVICE DIRECTORY Student Services 1.0 Introduction 1.1 The role of the Student Services Department is to provide advice and

support to all our current students as well as any prospective new students wishing to follow a programme of study at Borders College. A team of experienced student advisors are available to offer specialist advice on a range of matters including;

• General enquires

• Course information

• Admissions and Applications

• Careers Advice

• Funding Support

• Welfare Support

• Transport and Travel

• The Student Association

1.2 In addition to the student support role, the College’s marketing and

publications activities also sit within the Student Services Department covering the areas of general marketing, student recruitment, public relations, college publications and a wide variety of College events.

1.3 This document sets out the services and service standards that the Department works to and indicates responsibilities of Student Services and client departments in meeting these standards.

1.4 This document is approved by the College Management Team. 2.0 Vision 2.1 Mission – To provide an accessible, co-operative support service to

enhance our student experience. 2.2 Vision – The Student Services Department aims to provide an accessible,

open, co-operative and professional service to all students to ensure their learning experience is enhanced through the support and advice they receive and that the College profile and credibility is maximised within the local community and external stakeholder networks.

2.3 Values – Student Services provide a knowledgeable and empathetic

customer service from which to disseminate appropriate information,

advice and support to current and potential students to enable them to make informed choices and decisions relevant to their individual needs.

3.0 Resources 3.1 The Student Services Department consists of a team of

of staff: -

3.2 The Head of Student Services is responsible for the following budgets:

• Bursary, EMA, Childcare and Discretionary Student Funding

• Marketing

• Publications

• Graduation

• College emergency 4.0 Services 4.1 The Department provides a range of services including:

• Management of all College marketing activities and publications

• Management of enquiries, recruitment and admissions to the College

• Management of student funding support including EMA, bursary, childcare and discretionary funds

• Provision of comprehensive student support including welfare support, careers and articulation advice

MARKETING &

PUBLICATIONS

MANAGER

PUBLICATIONS

ASSISTANTDTP ASSISTANT P/T

ADMISSIONS

OFFICER

advice and support to current and potential students to enable them to es and decisions relevant to their individual needs.

Department consists of a team of thirteen members

Head of Student Services is responsible for the following budgets:

Childcare and Discretionary Student Funding

College emergency hardship and transport funds.

The Department provides a range of services including: -

Management of all College marketing activities and corporate

Management of enquiries, recruitment and admissions to the College

Management of student funding support including EMA, bursary, childcare and discretionary funds

Provision of comprehensive student support including welfare support, careers and articulation advice

HEAD OF

STUDENT

SERVICES

DTP ASSISTANT P/T

STUDENT

ASSOCIATION

LIAISON OFFICER

P/T

ARTICULATION

SUPPORT

OFFICER

P/T

STUDENT

SUPPORT

OFFICER

MARKETING

ASSISTANT

P/T

ADVICE CENTRE

RECEPTIONIST

P/T

advice and support to current and potential students to enable them to es and decisions relevant to their individual needs.

thirteen members

Head of Student Services is responsible for the following budgets: -

Management of enquiries, recruitment and admissions to the College

Management of student funding support including EMA, bursary,

Provision of comprehensive student support including welfare support,

ARTICULATION

SUPPORT

OFFICER

STUDENT

FUNDING

MANAGER

P/T

STUDENT

FUNDING

ASSISTANT

STUDENT

FUNDING

OFFICER

• Provision of transport information and access including management of bus pass dissemination

• Advice and support for the College’s Student Association

4.2 The service standards and response times are shown in Appendix A. 4.3 Detailed contacts for all the services provided by the Department are

included in the Student Services booklet available in the Advice Centre/Display Unit.

5.0 Responsibilities 5.1 The Head of Student Services is responsible for ensuring that the Student

Services Department provides services to the agreed standards. 5.2 Heads of Departments are responsible for ensuring their staff are aware of

the contents of this document. 5.3 Individual staff members are responsible for adhering to agreed processes

and service standards. 6.0 Escalation Procedures 6.1 Any concerns or issues should in the first instance be raised with the

appropriate Manager or Officer, if no satisfactory outcome is reached at this stage the matter should be referred to the Head of Student Services.

7.0 Approval and Review 7.1 This document was approved by the College Management Team on 15

June 2010 and will be subject to review every 3 years or more regularly as necessary.

8.0 Contact 8.1 Any questions about this document or on any of the services provided by

the Student Services Department should be addressed to a member of the team on [email protected] in the first instance.

APPENDIX A

Function Process Source of required Information SS Responsibility Timescale Impact Marketing Media

Advertising (Papers, Radio, TV etc)

Discuss and agree potential ideas for advertising with your line manager/HOD. Contact Marketing team to discuss and submit to them agreed outline details regarding the activity/item you wish to advertise

Marketing team will advice appropriate media vehicle and timescales. Negotiate costs and book space/airtime. Design and submit proof advert for approval by appropriate person. When final approval received disseminate advert to appropriate media destination and internal locations

Allow 21 working days for this process from inception to completion

Incomplete information, unconfirmed dates/times/other information and failure to return final signed off approval will result in delayed submission to final destination which may result in missed deadline.

Marketing Press Releases

Discuss and agree potential ideas for press release with your line manager/HOD. Contact Marketing team to discuss and submit to them agreed outline details regarding the activity/item you wish to develop to PR. Identify possible photographic opportunity.

Marketing team will advice appropriate media vehicle and timescales. Arrange to develop/write/edit existing information to form appropriate PR. Liaise with department and others to obtain supporting photographs.

Allow at least 7 working days for this process from initial discussion with marketing team to completion


Return proof to appropriate person for approval. When final approval received disseminate PR to appropriate media destinations and internal locations

Marketing Events (e.g. Launches/Open Days/Exhibitions/Awards/Shows etc)

Discuss and agree potential ideas for an event activity with your line manager/HOD. Contact Marketing team to discuss and submit to them agreed outline details regarding the activity you wish to hold as an event.

Marketing team will advice appropriate venues, dates, timescales, participants and support materials/equipment required and overall costings. Marketing team will co-ordinate/manage the event in consultation with the appropriate College personnel

Allow a minimum of an 8 week lead in to any event to ensure adequate planning and invitations to participant

Tighter timescales will not allow for adequate planning and will compromise the success of any event

Marketing General Publications (e.g. Newsletters, brochures etc)

Discuss and agree potential ideas for publication with your line manager/HOD. Contact Marketing team to discuss and submit to them agreed outline details regarding the activity/items you wish to develop into a

Marketing team will advice appropriate publication formats, costings and timescales. Arrange to develop/write/edit existing information to form

Timescale for production is dependent on the availability of relevant copy and images. If comprehensive information already exists then a quick

Tighter timescales will not allow for adequate planning and appropriate printing to be booked and will ultimately compromise the final quality.

publication. Identify possible photographic opportunities/existing images to enhance publication.

appropriate copy for inclusion in publication. Liaise with department and others to obtain supporting photographs/images. Return design and content proof to appropriate person/s for approval. Identify and liaise with relevant print and production suppliers When final printed copy received disseminate publication to appropriate destinations and internal locations

turnaround may be possible. However normal production timescales would suggest that a minimum of 10/12 weeks to allow adequate planning, collation of information and printing.

Marketing Corporate Publications (e.g. Prospectus, Annual Report)

In order to produce comprehensive publications such as the College Prospectus the Marketing Department requires detailed information from the individual departments regarding their courses and department resources. Requests will be made to HOD’s to obtain necessary information or

The marketing team will manage and co-ordinate the production of corporate publications. Request relevant information and where required arrange to develop/write/edit existing information to form

Large corporate publication timescales tend to be many months in the planning process. Requests for information from HOD’s or other College managers will be issued with appropriate timescales


check existing information, make relevant amendments and supply any new information. HOD’s will also be requested to identify new photographic opportunities for inclusion in the prospectus or supply existing images for consideration

appropriate copy for inclusion in publication. Liaise with department and others to obtain supporting photographs/images. Return design and content proof to appropriate person/s for final approval. Identify and liaise with relevant print and production suppliers When final printed copy received disseminate publication to appropriate destinations and internal locations

for submission dependent upon the current stage of production but will normally require action within 7-14 working days

Marketing Website - Borders College Scottish Borders Campus

Updates to the College and Campus websites are managed by the Marketing & Publications Manager. Any member of staff wishing to update existing material sited on the website should, following consultation with their line manager, contact the M&P Manager to discuss. Requests to host new information

The Marketing & Publications Manager will advice appropriate formats and timescales. Arrange to develop/write new or edit existing information to form appropriate copy for inclusion on the website.

Allow at least 7 working days for this process from initial discussion with marketing team to completion

Tighter timescales can be achieved providing accuracy of information can be guaranteed however inadequate planning and checking may compromise the accuracy of end production

should, again after consultation with line manger, be referred to the M&P Manager with as much outline information as possible submitted

Liaise with department and others to obtain supporting photographs/images. Upload new or updated information to appropriate website.

Marketing Photographic Library

A comprehensive photographic library service exists to enable staff to upload appropriate photography for use by other members of the College community or to download existing images for College use e.g. teaching materials, presentations etc. Staff wishing to access this service should in the first instance log onto www.borderscollegeimages.co.uk and complete the registration process.

On receipt of the registration confirmation the Marketing & Publications Manager will approve your request. On receipt of approval email you will be active immediately and able to log on and upload/download images for your use.

Approval is normally given within 24 hours of request.

Inappropriate use of this resource will result in your authorisation to use being suspended.

Publications Producing internal and external publications from a wide range of material from simple

Information comes from the staff requiring the publication. This information is usually presented electronically to give the author the opportunity to amend and check the content prior to any design/dtp work commencing. Where staff are providing material on behalf of a

Publications and Marketing Manager will meet and discuss with the staff requesting the publications to agree a schedule for producing the material and for final publication delivery.

Publications and Marketing Manager will arrange to meet with staff (subject to their availability) within 1 week of a request. Where possible


promotional fliers to prospectuses, information booklets, ncr sets, posters, policy docs, corporate docs, handbooks etc including laminating and binding.

group of staff it is best practice to share the information (text and any graphics) with the staff group prior to sending to publications for design / dtp. Staff should discuss any requirements before commencing any work to ensure that the most appropriate process for the project is followed.

Concept design and production appropriate to function and delivery.

shorter timescales may be possible to meet and plan documents depending on their strategic importance to the college as well as any unforeseen opportunities that arise which would benefit the college and warrant a higher priority given to such requests. Timescales vary depending on the time of year and particular workloads.

Publications Provide corporate display material for college events

Requests from staff to include type of events, dates and resources required.

Publications and Marketing Manager will meet and discuss with the staff requesting the display material to agree what is actually required and plan set up and return of resource.

Publications and Marketing Manager will arrange to meet with staff (subject to their availability) within 1 week of a request.

Short notice requests may result in resources not being available if deployed elsewhere.

Publications College Information Screens (currently SBC – reception /

Current protocol is for staff to request information on the screens and to supply a suitable PowerPoint presentation which will be converted and scheduled on the screens

Publications and Marketing Manager will meet and discuss with the staff requesting information and agree the format to be presented for

Publish completed presentations with 7 days.

Incomplete information, unconfirmed dates/times/other information and failure to return final signed off approval will result in delayed submission to

union) display on the screens final destination which may result in missed deadline.

Admissions Course Enquiry

On receipt of an enquiry from any source (telephone, website, in person)

A prospectus, application form and any other relevant information will be disseminated by the Student Services Team

Within 5 working days Failure to manage this process effectively will result in fewer applications

Admissions Course Application

On receipt of a completed Application Form for a main-stream course from prospective students

Admissions will acknowledge receipt

Acknowledgment within 5 working days

Admissions Interview Arrangements

Agreed interview date schedule and designated interviewer list provided to admissions by Department Head

Admissions will contact applicants with invitation to attend interview. Admissions will collate all necessary paperwork and application forms and forward along with notification of applicant names attending interview to Department Head or designated interviewer

At least one week prior to interview date

Failure to provide interview schedule and interviewer list will delay interview process which could impact on students being unable to access appropriate student funding resources

Admissions Outcome of Interview

The outcome of each individual interview must be recorded clearly, giving all pertinent information relating to decision, on the rear of the application form. This must be returned to Admissions as soon as decision has been made by interviewer.

Admissions will confirm in writing to the applicant the outcome of the interview and include the necessary confirmation of acceptance and other necessary information regarding funding etc

Within 5 working days from receipt of decisions from Interviewers

Delays in this process could impact on students being unable to access appropriate student funding resources

Admissions Confirmation of acceptance

On receipt of the confirmation of acceptance of place from the applicant

Admissions will update Unit-e and generate reports for release of

Within 5 working days Delays in this process could impact on students being unable to access appropriate

of place funding application packs and transport requirements

student funding resources or transport entitlement

Admissions Enrolment Procedure

All students who have confirmed their acceptance of a place at College (conditional and unconditional offers)

Admissions will confirm in writing details regarding the enrolment procedure and an invitation to attend the appropriate enrolment session

Normally two-three weeks prior to enrolment date. For late applicants this notice may not be possible.

Students offered places on College courses without following the approved admissions procedure will not be included in invitation to attend enrolment

Admissions Ongoing student liaison

Accurate and up to date student information held on record. Completed application forms held on file. Student referral and appointment system in place within Advice Centre

Admissions staff will liaise, support and advise all students who require information or clarification in relation to the admissions process

Ongoing Student experience and achievement effected as a result of lack of support and advice

Student Funding

Student Funding Applications

Confirmation of approved offer of place on College courses (conditional or unconditional) by Department Head or designated interviewer.

Student Services will issue funding application packs to all students with confirmed offer of place

Phase 1 interviews completed before 31April – funding applications issued first week in May. Phase 2 interviews completed by end of summer term – funding applications issued immediately on confirmation of offer of place. Deadline for Funding Applications to be returned is 30 June. Clearing Interviews – Funding applications

Delays in this process for late applications could impact on students being unable to access appropriate student funding support. It is important to note that late applicants must be informed that the College cannot guarantee access to student funding support.

will be issued only where funding remains available

Student Funding

Processing and calculation of funding awards

Finalised Timetables confirmed by Department Heads. Course costs agreed and submitted to funding team. Completed Learning Agreements submitted to Student Funding for EMA Applicants Receipt of fully completed funding application forms and all relevant supporting evidence within stated deadlines.

Student Funding team will process, calculate and inform applicants of entitlement (or otherwise) to appropriate funding support including transport and childcare support.

Student Funding Team aim to process and finalise or request additional information within 10 working days of receipt of application

Late changes to timetables impact severely on transport and childcare arrangements and allocation. EMA Payments cannot be made without completed Learning Agreements. Applicants unable to produce and submit the required supporting evidence may be unable to access appropriate student funding support

Student Funding

Monitoring of attendance and payment of funding support and bonus entitlements

Accurate completion of registers – in particular absences and withdrawals - to enable robust monitoring of attendance in line with funding payment policy. Completed guidance records for EMA students at agreed times within Block 1 and 2 to enable payment of achievement bonuses

Student Funding team will monitor attendance records and adjust payment entitlement in line with attendance levels. Student Funding team will check and approve monthly payment of funding entitlement to students Student Funding team will check guidance records, achievement and attendance and approve bonus entitlement in line with EMA policy

Monthly Monthly December/January and May/June

Inaccurate completion of attendance registers will impact on eligibility of student to receive their funding support or not. Failure to notify absences or withdrawals in a timely manner will result in students receiving payments to which they are not entitled and unnecessary costly transport arrangements continuing. Unavailable guidance records or inaccurate attendance records may result in EMA bonus payments being withheld

Student Funding

Ongoing student liaison


Student Funding team will liaise, support and advise all students who require information or clarification in relation to student funding matters

Ongoing Student experience and achievement effected as a result of lack of support and advice

Student Funding

Annual Funding Council Returns

Student Welfare

Personal and emotional support and counselling

Referral via course tutor or self referral by student

Advice Centre reception will arrange a suitable appointment time with the Welfare Officer. Welfare Officer will meet with student and advice on appropriate internal or external support available and where required support student to access appropriate services

At earliest mutually agreeable date and where possible within 5 working days of initial referral

Student experience and achievement effected as a result of lack of support and advice

Student Welfare

Help filling in forms and applications


Advice Centre reception will arrange a suitable appointment time with the Welfare Officer. Welfare Officer will provide appropriate support and advice to help students with potentially difficulties encountered when filling in


Student experience and achievement effected as a result of lack of support and advice Students being unable to access appropriate student funding or support services.

forms and making applications

Student Welfare

Financial/Hardship Advice


Advice Centre reception will arrange a suitable appointment time with the Welfare Officer. Welfare Officer will provide appropriate support and advice to help students who may be experiencing potential financial difficulties or hardship as a result of studying at College. Welfare Officer will advise on access to College Hardship funding


Student experience and achievement effected as a result of lack of support and advice Students being unable to access appropriate student funding or support services.

Student Welfare

Learning support

Students who have not accessed learning support through the formal College referral system via their course tutor may through other contact with Student Welfare wish to access learning support.

Welfare Officer will offer advice and support the student through the referral system and arrange a meeting with the Learning Support team.



Student Welfare

Ongoing student liaison


Student Welfare and Student Services team will liaise, support and advise all students who require information or clarification in relation to welfare, financial and wellbeing

Ongoing as required by individual


matters Transport Allocation of

transport entitlement

Finalised Timetables confirmed by Department Heads. Accurate completion of registers – in particular absences and withdrawals - to enable robust monitoring of attendance in line with funding entitlement policy.

Approved lists of students with transport entitlement provided by funding staff to transport staff. Regular monitoring of attendance registers to ensure compliance with entitlement policies. Management of issue of transport entitlement to students either as bus passes or as pre paid allowances via bursary.

Timetables must be confirmed prior to summer break in order to process entitlement prior to commencement of course. Registers monitored on 4-6 weekly basis to ensure appropriate entitlement maintained. At start of each term or per monthly bursary payment

Students without appropriate travel arrangements to enable them to access courses. Wrong bus passes or changes to bus passes which has a significant financial impact on bursary funds available to support students. Students with bus passes who are no longer entitled to them.

Transport Amendments to transport arrangements

Complete transport amendment request form and submit to transport team.

Student funding team will assess cost implications to change and determine approval

As soon as received and within 1 working day

Not following this process will result in students being refused changes to travel arrangements

Careers and Articulation Advice and Support

Careers Advice Progression to Higher


Advice Centre reception will arrange a suitable appointment time with the Careers Advisor or Articulation Support

At earliest mutually agreeable date and where possible within 5 working days of initial referral.


Education Advice

Advisor. Advisor will meet with student to provide information and support. They will also advice on appropriate internal or external support available and where required support student to access appropriate services

Ongoing thereafter as required

Students Association

Support for students in relation to accessing the Student Association


Student Association Liaison Officer will meet with student to provide information and support. Liaison Officer will also support student association office bearers and class representatives in their roles as the Student Association executive.

ongoing Student experience and achievement effected as a result of lack of support and advice.

Documents

Student Support Service Directory