Always listening: connecting with our students

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1 Always listening: cnnecting with ur students Effective frm 1 September 2015 Versin Number: 1.0 Authrs: Dean f Students Vice Chancellr s Office Executive Plicy Officer Vice Chancellr s Office

2 Dcument Cntrl Infrmatin Status and reasn fr develpment This plicy replaces the Student Vice Plicy that was intrduced in Revisin Histry Date Authr Summary f changes Versin Authrised May 2015 Sam Grgan / Gill Mlyneaux New plicy t replace the Student Vice Plicy V1.0 LTEC Senate Plicy Management and Respnsibilities Owner: The Plicy is wned by the Dean f Students. Others with respnsibilities (please specify): All students and staff are respnsible fr engaging with and adhering t this plicy. Assessment Crss relevant assessments Crss if nt applicable Equality Analysis Legal Infrmatin Gvernance Academic Gvernance Cnsultatin Staff Trades Unins via HR Students via USSU Any relevant external bdies (please specify).. Crss relevant cnsultatins Authrised by: Senate advised by Learning, Teaching and Enhancement Cmmittee Date authrised: 10 July 2015 Effective frm: 1 September 2015 Review due: 3 years by 1 st September 2018 Dcument lcatin: University Plicy & Prcedure Pages Dcument disseminatin and cmmunicatins plan: The dcument is disseminated as part f the nline Academic Handbk. Page 2 f 7

3 1.0 Purpse 1.1 This plicy sets ut hw we and ur students cmmunicate and engage with each ther, and hw we wrk tgether in partnership t imprve ur students experience. Our apprach is guided by the fllwing fundamental principles which are designed t encurage flexibility in hw and when ur students talk with us, and timeliness in hw we and ur students take actin when it is required. 1.2 Principles Whenever, wherever and whatever ur students cmmunicate with us, it ges t the right place in a timely fashin. We and ur students cnsciusly chse the mst timely and effective way f talking with and respnding t each ther. We aim t be agile in listening t and respnding t ur students. Effective cmmunicatin leading t psitive change is c-created by us and ur students wrking tgether as equal partners. Our cmmunicatin is a cycle f initiatin respnse 1.3 Outcmes 1.4 Benefits Enhanced student engagement and belnging Clear, respnsive lines f cmmunicatin and engagement Student expectatin is effectively met, managed and exceeded An pen, cllegiate and cllabrative envirnment funded n mutual trust and respect Enhancement f ur institutinal reputatin internally, within the sectr and with key external stakehlders Imprvement f ur institutinal psitin in natinal league tables 2.0 Scpe 2.1 This plicy applies t all students wh are undertaking a taught r research qualificatin that is delivered in whle r in part by the University f Salfrd. 2.2 Our cllabrative partners are respnsible fr adhering t the principles and plicy statements f this dcument but have discretin in hw they are best applied in the lcal cntext except where the applicatin f this plicy may be stipulated under the relevant franchise agreement. 2.3 This plicy des nt prvide an exhaustive list f the methds we and ur students use t cmmunicate and engage with each ther. The examples given in this plicy illustrate hw the guiding principles set ut in 1.2 might be applied. 3.0 Plicy Statements 3.1 Purpses f talking with each ther Students talk with us fr fur primary reasns: T c-create: Our students have many ideas abut hw they might wrk with us t imprve (fr example) their learning experience, the facilities and services f the institutin, and hw they might create new pprtunities helping them t achieve their aspiratins. They have the right t expect that these ideas will be cnsidered and receive an apprpriate respnse. Page 3 f 7

4 T infrm: Our students may need t ntify us f infrmatin that affects their academic studies r pastral activities and wider wellbeing. This may cver a wide range f tpics and situatins, frm changes in their persnal circumstances, t cmpleting surveys abut their mdules and prgramme. Our students need t knw that infrmatin will reach the right persn and that if actin is required, it will be taken. T instigate: There are times when ur students need t tell us that actin is required. This might include making an appintment with an academic r prfessinal services member f staff t seek help r advice, requesting mre f smething they particularly like r enjy abut their studies r activities, r asking us t rectify a mistake. Our students need t knw wh t g t, what will be dne and, if applicable, a deadline fr actin. T enquire: Our students may need t ask us questins abut their educatinal experience and life at university. In keeping with the fundamental principles f this plicy, we aim t reslve the majrity f enquiries the first time, in a timely manner and in the mst effective way We talk with ur students fr fur primary reasns: T inspire: We want t excite ur students abut the ptential f their experience with us and help them turn pprtunity int reality. We want ur students t get invlved nt because they have t, but because they want t. This might include mtivating ur students t make a difference by becming a student representative r encuraging them t apply fr pprtunities t gain real wrld wrk experience. T infrm: We need t ensure we steer and guide ur students and give them clear infrmatin abut their prgramme r mdules fr example, r t highlight r signpst services, prcesses and facilities. This may be factual infrmatin that the student uses/des nt use. The purpse is t infrm, guide, steer, advise and recmmend actin where apprpriate. T instigate: We wuld like ur students t d smething such as take specific actin. The purpse is t clearly explain what needs t be dne, wh t g t, hw t d it and, if applicable, a deadline fr actin. T enquire and listen: Talking with ur students abut their educatinal experience in ur everyday interactins is crucial in creating clear, respnsive lines f cmmunicatin and engagement. Listening t infrmal feedback, received thrugh persnal tutr meetings fr example, supprts the c-creatin f psitive change The purpses f talking are nt mutually exclusive. The reasns fr talking utlined in and mirrr each ther as shwn in Appendix C-respnsibilities In the spirit f c-creatin we and ur students undertake the fllwing respnsibilities: Students will: Engage in structured as well as ad hc pprtunities t tell us abut their university experience, and wrk with us t identify areas where we can make imprvements. Cmmunicate with us abut matters that are affecting their student experience and seek advice abut hw t d this, if required. Tell us when we d smething well t help us make further imprvements. Page 4 f 7

5 Cmmunicate with us in a timely fashin t capitalise n pprtunity and t ensure issues are highlighted early. Prvide us with all relevant infrmatin that may be required t ensure we are able t take effective actin We will: Prvide us with up-t-date cntact infrmatin. Listen t and c-create with ur students as equal partners t understand and imprve their university experience. Infrm ur students f the actin(s) that we take in respnse t their ideas, their requests fr actin and their feedback. Respnd t ur students using the mst apprpriate methd(s) f cmmunicatin. Endeavur t respnd t ur students in a timely manner and, where a matter cannt be addressed quickly, infrm ur students when they can expect t receive an update. Infrm ur students as and when it is apprpriate r necessary t invke anther prcedure in respnse t what they tell us. Prvide up-t-date infrmatin fr ur staff and student-facing services. 3.3 Hw we listen and respnd t ur students We use a wide range f frmal and infrmal methds and media t listen t ur students Frmal channels f cmmunicatin include, but are nt limited t: Undergraduate and pstgraduate prgramme and Schl level cmmittees fcused n articulatin f the student vice Schl and University level cmmittees Student representatin system Persnal tutring system Prgramme design, mnitring, enhancement and review prcedures Fcus grups Student fra Hard cpy and nline questinnaires/surveys cmmunicatin with staff Telephne Infrmal channels f cmmunicatin include, but are nt limited t: Face-t-face cnversatins with members f staff Scial media, such as Twitter External rganisatins cllect students views abut their experience n ur behalf. Examples include the Natinal Student Survey, the Pstgraduate Taught Experience Survey and the Pstgraduate Research Experience Survey. Page 5 f 7

6 3.4 Hw we fulfil ur respnsibilities We fulfil ur respnsibilities in in the fllwing ways: Thrugh student representatives n frmal Schl and University cmmittees. Thrugh the students unin and student representatin system. Thrugh the persnal tutring system. Thrugh the nline Student Channel and University website. T grups f students in class, r in writing via r the Blackbard virtual learning envirnment. On an individual r small grup basis, where apprpriate. We may use scial media where it is apprpriate t d s This is nt an exhaustive list and we will cntinue t review and develp the ways in which we cmmunicate with and respnd t ur students. 3.5 Outputs f this plicy Onging develpment f the ways in which we cmmunicate with and respnd t ur students In partnership with the students unin, delivery f cntinuus imprvement f the student representatin system Cntinuus imprvement in the peratin f frmal methds f cmmunicatin and feedback. 4.0 What happens if the plicy is nt fllwed? 4.1 The cnsequences include a breakdwn in cmmunicatin between us and ur students, a disengaged student bdy and lst pprtunities t imprve ur University. 5.0 Related Dcumentatin Data Prtectin: Fair prcessing f student persnal infrmatin Data Prtectin Plicy Persnal Tutring Prgramme Design, Apprval, Amendment and Withdrawal Prgramme Mnitring and Enhancement Prcedure Peridic Prgramme Review and Re-apprval Scheme f Academic Gvernance Student Behaviur Guide Student Charter Student Cmplaints Prcedure Student Engagement, Participatin and Attendance Plicy Student Representative Handbk Page 6 f 7

7 Appendix 1 Mdel fr cmmunicatin and engagement Timely Targeted Agile US Inspire Infrm Instigate Enquire/listen Student vice C-creatin/suggestin Infrm Actin/instigate Enquire/listen Page 7 f 7

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