Student advisor forum
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Student Advisor Forum. Sharing Ideas for Good Practice. Agenda. 9.00Opening Introduction, Burning Issues from Last Forum & Training Information - Michelle Rogers, Director, Support Services 9.20Presentation and Questions - TEQSA - Professor Chris Brook, Director, Quality Enhancement

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Student Advisor Forum

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Student advisor forum

Student Advisor Forum

Sharing Ideas for Good Practice


Agenda

Agenda

  • 9.00Opening Introduction, Burning Issues from Last Forum & Training Information - Michelle Rogers, Director, Support Services

  • 9.20Presentation and Questions - TEQSA - Professor Chris Brook, Director, Quality Enhancement

  • 9:55Why do students seek advice? - Dr Jim Elliott, Director, START

  • 10.00Morning tea

  • 10.30Referral Processes: Minimum standards for student referrals - Amy Cleasby, Team Leader, START

  • 11.20Resources 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

  • 12.15Closing Words - Michelle Rogers, Director, Support Services


Overview from last forum

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

TEQSA Information

  • Prof Chris Brook

  • Director, Quality Enhancement

  • TEQSA:

  • Information and questions


Why is any student seeking advice anyway

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

Morning Tea Break

  • Please be back in your seats by 10.30am


Referral processes

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

Solution


Referral processes draft

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

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

Referral Processes – Burning Issues


What information is available to students now in oasis

What information is available to students now in OASIS?


Official communications

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 & 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

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

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


Quick forms and online forms1

Quick forms and online forms


Start up

Start Up


Campus life guild

Campus Life & Guild


Plus much more

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

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

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

Next Steps & Closing Words

  • Michelle Rogers

  • Director, Support Services


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