Support to students in University Accommodation- developments for
2010-11
Introduction- current arrangements
The Residents’ Support Network (RSN/ the network) which is managed by Student
Support and funded through rent subsidy by Accommodation Essex was last reviewed in
2003-4. There are three levels of responsibility;
 Associate Deans for Accommodation (5) co-ordination of RSN and provision of out
of hours critical incident support on an on call basis
 RSN Co-ordinators (approx 1 per 300 residents- currently 10)
 RSN Assistants (approx 1 per 90 residents- currently 39)
The network responds to welfare and related calls from students when other services are
closed and aims to create an environment where students can live and study. All incidents
and calls are recorded and reports sent to senior members of the Network and Student
Support. In the period October 2008- June 2009 the RSN dealt with 1060 enquiries (down
from 1222 in 2007-8), 694 (65%) of which related to noise complaints and follow up verbal
warnings and proctor referrals.
The management, training and support of the Residents’ Support Network is a
considerable burden on staff within Student Support. Accommodation Essex currently
fund one post (Welfare Adviser- Community) although it is accepted that this post
contributes significantly to the wider support services to students including the drop in
advice services offered by Student Support.
In 2008-09 the Students’ Union and Accommodation Essex introduced a voluntary
accommodation and social representative system. This year this has been named Essex
Jets and has been co-ordinated by the VP Welfare and Community within the SU. It has
organised some well attended, non-alcohol based activities for students in residences.
Some issues
Many other Universities in the UK, and most notably in the US, have well developed social
support networks providing a broad campus life experience. There is potential for
development of such provision at Essex as part of the core Accommodation Essex offering
which could be centrally resourced and managed alongside other aspects of the
accommodation experience- with input from the Students’ Union.
The role of Accommodation Essex in promoting a positive community of living and learning
has been compromised as they have had only indirect responsibility for key aspects of the
experience (RSN and Essex Jets). This is a core part of the mission of Accommodation
Essex and ultimately is the responsibility of the Director of Accommodation Essex.
Although there is often a ‘welfare’ element to enquiries which may appear to be simply
about maintenance or noise or flat disputes it is clear that the majority of calls to the RSN
are not of a personal or sensitive nature and need not be overseen by Student Support.
There is potential for duplication and inefficiency if there are several different points of
contact and support within residences particularly where management and training are
conducted separately.
Essex Jets are recruited from new students after the start of term. The time when
students are most in need of social and induction support is the time when the Essex Jets
have not yet been recruited.
Systems to manage reports and statistics are relatively cumbersome and have been
tweaked rather than redesigned. There is potential to make better use of technology to
improve efficiency.
iLab on Student Life in the Residences
A session was held on 13 August 2009 introduced by the Pro-Vice-Chancellor (Learning
and Teaching) with representatives from Student Support, Accommodation Essex,
Students’ Union and Discipline Office/ Proctor. The session looked at what an improved
service might look like concentrating on the vision and values we would like to incorporate.
There was general agreement to seek to build on the good aspects of the existing services
of which there are many. A summary of the session is provided in appendix 1
Developments for 2010-11
A new strategic plan for Accommodation Essex is currently being prepared which will
propose initiatives to develop the living and learning experience in the residences. This will
involve the provision of new facilities as well as staffing structures to develop these
initiatives and will be presented to the Commercial Services Board early in 2010.
The arrangements being made for 2010-11 aims to provide a transition period to maintain
continuity whilst new ideas are developed as follows:
1) To expand provision of the Residents’ Support Network Assistants and Co-ordinators by
approximately 50% in 2010-11 to allow for additional responsibilities to be taken on by
members of the network. New role descriptions with a new title of Residents’ Assistants
(RA) have been produced and recruitment is now underway. Additional responsibilities
include
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Focussed induction activities including facilitation of a flat meeting at the beginning
of the year in which residents meet each other and actively contribute towards the
creation of a flat agreement.
Providing mediation in disputes where appropriate
Organizing, and taking part in, activities throughout the year.

Creating a pro-active support service to reduce the need for reactive responses
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Facilitating resident responsibility awareness
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Promoting an inclusive culture within the residences
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Creating a sense of community
2) To jointly manage the provision in 2010-11 with Accommodation Essex staff playing a
more active role in recruitment, selection and training of members of the RSN alongside
Student Support. Accommodation Essex to take direct responsibility for noise related
incidents and follow up and other maintenance and accommodation related enquiries.
Student Support will retain responsibility for welfare and follow up including out-of-hours
arrangements.
3) Essex Jets to change for 2010-11 with a focus on the Essex Jet co-ordinators
organising central/large social activities for residents as in 2009 but utilising the new
expanded network to help organise and promote these social events. First year students
in 2010 to be given the opportunity to be involved in activity planning and organisation in
conjunction with the Essex Jet Co-ordinators and the RSN. The expanded RA role will be
responsible for organisation of local (flat) activities. 2009-10 Essex Jets have been
encouraged to apply for the expanded RA role. SU have been invited to participate in RSN
recruitment in spring 2010.
4) Southend- to be included in new arrangements in parallel with Colchester. The role
descriptions for Residents’ Assistants would be the same as for Colchester. Southend outof-hours team to be incorporated if possible.
5) To conduct a more thorough review of the network during 2010-11 to consider further
expansion and changes to the management of the network for 2011-12 onwards taking
account of practice elsewhere in the sector and in the US. This review to include
 Roles and responsibilities and name of the network
 Considering employment of a new full time manager for the network
 Associate Deans to concentrate on out-of-hours/ on call critical incident support
rather than day to day management and administration
 Role of SU including Essex Jets/ Accommodation reps and potential for
involvement of first year students in the new network
 Consider the potential for Accommodation Essex to take on some of the areas
currently dealt with by the Proctor including investigating and warning students for
breaches of accommodation regulations.
Rachel Fletcher
Director of Student Support
Vivien Insull
Director of Accommodation Essex
November 2009- updated January 2010 for USUCON
Appendix 1
Summary notes from iLab session 13 August 2009
Present
Rachel Fletcher – Director of Student Support
Paula Rothero – Assistant Director of Student Support (Advice)
Claire Harrington – Welfare Adviser
Marilyn Shanks – Associate Dean for the Residences and Equality and Diversity remit
Linda McCanna – Operations Manager
Darren Baker – Business Development Manager
Beverly Shaw – Customer Services Manager
Vivien Insull – Director Accommodation Essex
Cass Sayer – Administrative Assistant, Student Discipline
Lisa Hiscock, SU VP Academic & Welfare
Paul Johnston – Membership Services Manager, SU
Andy Downton, PVC Learning and Teaching
Session Goals
 To gather information to help inform a future proposal to better manage student life
in the residences
 To reflect on the existing structure.
 To provide an opportunity for all stakeholders to contribute their views to what the
new structure may look like.
Key attributes/ values identified by group
 Community
 Contribution
 Respect
 Pride
 Enhancement
 Inclusive
 Progressive
Exploring the current system
Using the Facilitate.com software, participants were invited to reflect and give their
thoughts on the following questions:
What are the problems with the existing system?
What is good about the existing system?
How are student expectations changing?
Where are the opportunities for improvements to the structure?
A significant number of ideas, suggestions and comments were generated. Some
examples are shown below.
An ethos of "supporting students to solve their own problems" is needed, where
possible/appropriate
Building on existing good relationships between key services - accom, SSO, SU
An expanded and integrated support system within accommodation utilizing the students
themselves to offer a community experience in the residence - perhaps encompassing
roles currently carried out by RSN and community reps into a new role encompassing
specific areas of accommodation on a local level
We shouldn't have lots of different systems. I think there is an opportunity to combine
social and support by building on the role of RSN maybe take out the word support or add
social (Residents Support and Social Network). Resident Assistants.
Comments:
those assistants should build good relationships with cleaning staff so can hear what is
happening amongst the less high profile students who may need support
Agreed. A more integrated holistic approach is needed, incorporating the positive aspects
of Student Support, Accommodation Essex and SU input into a renamed structure (to
make the change clear to all)
This is similar to the residential advisor role in the US, which is a full time paid position. It
works well however, can be seen as parental, and taking away independence. Resident
Assistants would need to find a balance between support and involvement and parenting
Accommodation Essex is not seen as being dynamic / diverse in it's approach
Comments:
It's such a same because it really is. Accommodation Essex Rocks!
Although it is often behind / driving the new developments / ideas!
Accommodation Essex is initiating this!
Visions for a future structure
Vision 1
Student Community (?integrating) Living and Learning (SCiLL Network)
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Facilitating students to resolve own issues
Integrating existing provision not keeping seperate (RSN, Accommodation, SU,
Proctor)
Proactive (as well as responsive)
Educational (eg fire safety)
Personal development opportunities
Inclusion, embracing diversity
Improvement of physical facilities (social/ not alcohol based eg music, group study
space, recording studio, SCiLL volunteers space)
Vision 2
Family home from home, diversity, social links
Inclusion Non disruptive, respect, quieter students, discipline
Pride team, enhancing experience, campus community
Vision 3
Requires a dedicated accommodation and residences life person to manage
 Managed
 Proactive service- creating pride and community feel
 Maintaining facility for confidential emotional and practical support
 Personal approach, encouraging self help
 Taking responsibility for minor disciplinary issues