hub and spokes launch seminar 3 helen langley, project officer, nc2012 julie millias, senior...
TRANSCRIPT
Hub and Spokes Launch Seminar 3
Helen Langley, Project Officer, NC2012Julie Millias, Senior Administrative Officer (askUWA)Reynard Chan, Computer Support Officer (askUWA
Undergraduate advising at UWA
Today’s seminarRecording advice guidelines
Introduce you to when, where and what to record
AskUWA recording advice training
Provide you with the tools and functions to record advice
Introduce you to the different ways you can record advice on askUWA
askUWA Each student has a contact record in askUWA – name, number, course
code, faculty advising office and email address
Recorded advice and students’ online enquiries are added as incidents to the record
Who will be using askUWA?
Advising staff in faculties, schools, Student Services, International Centre and Graduate Research and Scholarships Office will be recording advice and viewing students’ incident histories
Students will be sending enquiries and viewing their incidents – enquiries and recorded advice
Access
No tiered levels of access and security
Recording advice guidelines
What to record
Complex course advice
Fact - only record, information that can be verified and could impact a student’s record
The advice given to a student leading up to an official approval
Referrals – where and why
Escalation - If there is a risk of an incident escalating
Expertise - When the information will help other advisers
Recording advice guidelines
What not to record
Simple directional inquiries
Opinion – personal observations
Duplicate information – anything that would normally be recorded in TRIM or in SIMS/the Internal Academic Record
Systems or IT issues
Private information about the student that is sensitive or relates to their health
Where to record
askUWA – narrative history of advice given to students regarding their studies
TRIM – all student records, handwritten, printed and digital
SIMS/Internal Academic Record – information that affects a student’s completion
What to record where on askUWA
Incident types
Response
Customer entry
Private note
General note
staff
staff and students
staff and students
staff
Access
Response
Recorded as a new incident or added to an existing incident. It is sent to the student’s email account as well as saved in the system.
When to use Replying to an online enquiry or incident.
New incident: follow up or confirmation to the student who has rung or has been interviewed face to face.
Referring student: send referral to student and cc in referral contact
Customer Entry
Recorded as a new incident or added to an existing incident. It is not sent to a student’s email.
When to use Added to another incident or response to record additional
information.
New incident: record an incident where it is not necessary to email the student.
Private note
A note, which is attached to a student’s incident or a new incident is created. Not accessible to students.
When to use Added to a response or incident to record information for other staff.
Referring students: add additional information for staff the student is referred to.
General note
A note, which is attached to a student’s contact record. It is not accessible to a student.
When to use Record information about a recurring situation, ongoing issue or
important information about the student that other staff should be made aware of.
Respecting the studentRespecting the record
Respect students’ right to privacy and the confidentiality of the record
Take care with language
Remember that students will be able to access their record
Under FOI students can be granted access to private and general notes
Respecting the studentrespecting the record
Do not record anything about a student’s disability, medical condition or mental health
Sensitive information can be communicated over the phone
When we record advice we have control over what information is recorded
When students submit enquiries we do not have control over what they write
Keeping it friendlykeeping it relevant
Use a friendly tone
Use hyperlinks
Insert standard texts and answer links (FAQ’s)
Explain to students that you are recording advice
Send students a Response outlining the advice you have given them
Referring students
When referring students to another area, record a Response in askUWA outlining the student’s issue, why they are being referred, where they are being referred and when they are being referred
You can forward an enquiry to a Subject Matter Expert (SME) and add a Private Note
Duty of care
Duty of care to students
Duty of care to staff
Wrapping up
Fill in the form, get it authorised
and get access
Ongoing drop in training sessions
in February and March
Going live 5th December