Student Advice (SA) - Service Statement

New online Money Advice Service for students

 

Statement

Student Advice provides a competent and professional service which offers:

  • Advice about a range of practically based issues concerning your studies and life at University e.g., budgeting and financial planning, university life and your well-being, exams
  • Guidance to help you explore the possible actions you could take but supporting you as you make your own choices about what to do
  • Assessment of the issues you discuss in order to see what can be addressed with a Student Advisor and what may need very particular, or specialist, knowledge
  • Referral to other University-based and external resources

It gives you:

  • The professional service of a Student Advisor
  • A setting in which to assess what is happening in personal, work and study contexts
  • A way to determine the exact nature of a particular problem
  • A context in which to explore some possible courses of action
  • A supportive person to help you clarify your goals for the future
  • Time to plan effective strategies to deal with problems
  • Support in taking appropriate action towards achieving your goals
  • A framework for reflection and evaluation
  • Referral to appropriate workshops, group sessions, University-based or external resources
  • Follow up where appropriate

What students can expect from SA staff:

  • To be available to see students at the agreed times and to treat them with respect, fairness and honesty
  • Perform tasks with the necessary skills and competence
  • Communicate clearly, courteously and in a professional manner at all times
  • Explain procedures, processes and time scales accurately
  • Listen attentively to requests, comments and complaints
  • Provide advice, guidance and information within agreed timescales
  • Maintain a comfortable, non-threatening and open environment
  • To identify needs and where necessary complete follow up actions
  • Ensure student confidentiality
  • To collaborate to meet service goals in line with quality assurance

What SA staff expect of students:

  • To maintain an efficient and effective service we expect students to arrive on time for one to one sessions with the relevant paperwork (if required).
  • Students will be asked to complete a record sheet (upon each visit), which details personal information and services they wish to gain an insight on.
  • In cases of lateness for workshops, if the advisor deems the student too late to join the group, they will be asked to book an alternative appointment.
  • For “quick queries”, it is beneficial for the student to understand what their individual issue is and to have given it some thought before arriving, this will enable the advisor to establish the best route of action more quickly and convey this route to the student.
  • Students who are unable to attend booked appointments must telephone and cancel, as early as possible.
  • Students are asked to complete an evaluation questionnaire, which although not compulsory does help to review and adapt the service where appropriate – this may be completed online or via hard copy
  • Students submitting application forms for funding must ensure that the information and relevant evidence is correct and gives a true and accurate reflection of their current circumstances

What you need to be aware of

There are limits to the degree of confidentiality we can offer; make sure you are familiar with our guidelines.

All Student Advisors have access to supervision through case discussion seminars. This ensures the quality of service to students. The individual identity of service users is NOT disclosed in such discussion.

Student Advisors will keep a record of any session you attend; this will include an initial Drop-In Record Sheet, Assessment Sheet, brief details of on-going contact with you and any action agreed. These details are kept in a lockable filing cabinet or secure database. Your name and course details are used only for statistical purposes and for evaluation of the service.

Where contact is to be made with any referral sources on your behalf, you will be informed and your agreement sought.

Money Doctors Scheme

As part of the Student Advice commitment to promoting financial capability to LSBU students, the service operates the Money Doctors scheme. The scheme will at all times comply with the confidentiality, storage of information and data protection highlighted in this statement. At times throughout the year, the service will contact students that have agreed to receive information via email for the purpose of evaluation and development. Student Advice responsibilities remain the same for this as with other areas of the service.

As part of the scheme Student Advice will collect quantitative data and qualitative information for sharing within LSBU and also within the regional and national network of Money Doctors at other HEI/FEI. The qualitative data used will ensure that that a student remains anonymous. Quantitative date will also not allow a student to be identified and will not pass on personal information that could identify an individual.

Student Advice assumes responsibility for the Money Doctors scheme at LSBU and therefore can be contacted concerning the scheme in the same way as the services other activities.

Confidentiality

Confidentiality statement

Student Advice (SA) operates a confidential advice and guidance service to all students, staff and perspective students at London South Bank University. All sessions with an advisor will remain confidential except in circumstances when an advisor believes that a client may be of harm to themselves or others or if the advisor is duty bound to report by law. Should this be the case the advisor has a responsibility to report the concern to the appropriate Departments/Organisations.

SA understands confidentiality to mean that no information regarding a service user shall be given directly or indirectly to any third party external to the SA without their permission to disclose information. Before speaking on your behalf advisors will ask for your permission to speak with third parties. Advisors will ensure that the Quick Query session or One to One appointment is held within a confidential environment.

Storage of Information

During the course of your interview the adviser will need to collate information on the session as well as details about yourself. The information taken in this session will be entered onto a database which is only accessible by the Student Advisors. Information on your name and personal details is not released however for the purpose of statistical data collection information that does not identify a client is used by the service to assess the makeup of the client base and assists towards improving the service offered. Any written information taken during a session is held within a locked filing cabinet as are any written appointment diaries. Information is kept for one academic year before being destroyed.

Data Protection Act 1998

The SA operates under the Data Protection Act 1998. Advisors will ask for your signature and for you to date any paper record collection as an agreement to the terms of the act and as an agreement to your records being kept in such way. For more information on the Data Protection Act 1998 please see: www.lsbu.ac.uk/dpa

 The data protection statement for the Student Advice is as follows and appears on the all SA forms:

London South Bank University is a data controller under the terms of the 1998 Data Protection Act. The Student Advice Team follows University policy in matters of data protection. The data requested in this form is covered by the notification provided by the University under the Data Protection Act. Personal data will be used solely in the department for statistical purposes and electronic records keeping. The data will not be passed to any third party without your consent, except when the University is required to do so by law. Any formal enquiries concerning the use of data noted here should be addressed to the Student Advice Manager.

This policy was last updated on August 25th 2011