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 Rogers
Director, 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 Brook
Director, 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
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 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.
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.
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 Rogers
Director, Support Services