Denise Williams Deputy Academic Registrar University of Glamorgan Student Conciliators Not strictly part of the Pathway 3 Early Resolution Pilots Revised Universitys Regulations and Procedures on Student Complaints in 2009 and implemented new student conciliators procedure in 200910 ID: 591691
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Use of Student Conciliators at the University of Glamorgan
Denise Williams
Deputy Academic Registrar
©University of GlamorganSlide2
Student Conciliators
Not strictly part of the Pathway 3 Early Resolution Pilots
Revised University’s Regulations and Procedures on Student Complaints in 2009 and implemented new student conciliators procedure in 2009/10 The student conciliators are therefore part of the University’s formal complaints procedures
©University of GlamorganSlide3
Where Student Conciliators fit into the Complaints Procedure
Informal stage – students urged to raise concerns as soon as arise, seeking support from Student Services and SU
Formal - Stage 1 – faculty/department appoint Investigating Officer to investigate and seek solutionStage 2 – if not resolved to student satisfaction, take to stage 2 when Student Conciliator appointed to consider the case
Student Conciliator meets student first, reviews stage 1 and interviews relevant staff and students involved
Student Conciliator puts forward proposed solution
Stage 3 – Complaints Review Panel , including V-C or nominee
©University of GlamorganSlide4
Who are the Student Conciliators?
Appointed by University following invitation to express interest in the role and interview process to assess suitability
Staff with sufficient seniority and experience to undertake the role and must meet criteria in person specification:Good knowledge of University and its rules and regulations
Communication, negotiation and questioning skills
Ability to consider issues objectively and common sense approach
Excellent ability to summarise discussions orally
Ability to produce appropriate and accurate written reports
Ability to generate trust and respect of students and colleagues
Confidentiality and approachability
©University of GlamorganSlide5
Why Student Conciliators?
To ensure at stage 2 students provided with independent individual with no previous involvement in complaint
Individuals with no connection with the faculty/department against whom complaint has been raised
Of sufficient seniority, authority and experience to challenge investigation carried out at stage 1 and negotiate a possible solution
©University of GlamorganSlide6
Support and Feedback
Trained internally
Supported by Academic Registry staffConciliators meet together as a group to discuss issues and ensure consistencyProvide feedback to annual meeting of Student Appeals, Complaints and Conduct Group
Contribute to annual reconsideration of regulations and procedures
©University of GlamorganSlide7
Has the Student Conciliator Process Worked?
Students
in general respond well to the conciliatorsStaff involved in complaints respond wellConciliators gained expertise and confidence
More robust procedures adopted by Student Conciliators at stage 2 fed back into way complaints handled at stage 1
Documentation produced at stage 1 more detailed and complete than in past
Complaints raised at informal stage handled more effectively
©University of GlamorganSlide8
Complaints Stats
Year
2011/122010/11
2009/10
Stage 1
38
21
37
Stage 2
8
7
12
Stage 3
2
2
3
©University of Glamorgan