UCFB
Student Support Advisor
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Job Purpose
The post holder will utilise their knowledge and expertise to:
- Act as first line of enquiry for a range of Pastoral and Wellbeing Support services across a designated campus
- Contribute to the successful delivery of the Department's Pastoral and Wellbeing Support services across a designated campus
Main activities
Areas of responsibility include but are not limited to those outlined below:
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Work collaboratively with all members of the Student Support Department to deliver the Department's first point of contact / front-line enquiry and advice service. Ensuring that:
- All enquiries are prioritised appropriately and responded to in a supportive, inclusive, and professional manner and in-line with the departmental policy and processes
- All enquiry communication, inboxes, and/or other appropriate notes are accurately entered onto the Institution student records management system
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Under direction from the Student Support Manager/s and Student Support and Inclusion Lead, contribute to the delivery of the Department's Pastoral and Wellbeing Support provision for all UG and PG students of the Institution. Including but not limited to:
- Providing general and specific advice and guidance across a range of areas, e.g.:
- Extenuating circumstances/extension
- Financial assistance
- Complaints and Disciplinary
- Accommodation
- Signposting to internal and external services and/or sources of support
- Managing an individual caseload of students requiring more specific or targeted support and where required supporting colleagues with heavier caseloads
- Supporting the delivery of the Department's drop-ins programme virtually and on campus sites
- Escalating concerns regarding students' wellbeing appropriately and in line with the Institution safeguarding policies and procedures
- Referring students to additional internal and external support providers in line with their assessed support needs
- Providing advice and training to academic and professional services colleagues to enable them to support students more effectively
- Ensuring services adhere to the departmental standards of professionalism and confidentiality
- Supporting the Institution ‘At-Risk’ provision
- Providing general and specific advice and guidance across a range of areas, e.g.:
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Administration of a range of key activities linked to the student experience. Including but not limited to:
- Creation and issuing of student status paperwork (from an approved list), e.g. council tax exception or student status confirmation
- Signing / stamping student-orientated forms (from an approved list) to enable access to student discounts, e.g. 18+ TFL discounted travel application forms
- Working with Registry and Facilities colleagues to support the student ID and stadium access pass process
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Under direction from the Student Support Manager/s and Student Support and Inclusion Lead/s, contribute to the delivery of the Department's involvement in the Institution's Student Engagement and ‘At-Risk’ Provision. Including but not limited to:
- Proactively reaching out and following up on students with poor attendance/engagement to ensure they are offered access to appropriate support and guidance
- Flagging students under the At Risk process if appropriate
- Supporting and advising students who are considering changes to course or campus / interrupting or withdrawing
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Ensure all support interactions or other appropriate data/data changes are logged accurately, appropriately, and in a timely manner and produce relevant analyses and reports
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Work collaboratively with Student Support colleagues and internal and external stakeholders (including the Student Union) to:
- Design, deliver, or support departmental events, campaigns, and awareness activities
- Develop and maintain a suite of Student Support guidance material
- Contribute to the development/enhancement and day-to-day maintenance of physical and online student support hubs and portals
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Where appropriate represent the Pastoral and Wellbeing Support provision of the Student Support Department at relevant internal committees / groups
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Support as required the delivery of Institution milestone activities/events, e.g. Open/applicant days, outreach events, enrolment, induction, re-induction, and graduation
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To undertake appropriate staff development and professional training in line with the business objectives of UCFB
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To work within the policies of Health and Safety and Equal Opportunities
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To work flexibly and responsibly and undertake any other duties relevant to the level of the post
Key Stakeholder Relationships
Internal:
- Student Support Manager
- Student Support and Inclusion Lead
- Academic colleagues (cross campus)
- Other UCFB academic and professional services colleagues at all levels (cross campus)
- Students (cross campus)
External:
- Validating Partners
- Colleagues working in Learning Support across the wider HE sector
- Professional standards and regulating bodies (as appropriate to the remit of the Pastoral and Wellbeing Support provision of the Student Support Department)
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