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► Postgrad Service - General Info
ULU POSTGRADUATE ACADEMIC WELFARE SERVICE
THE SERVICE - GENERAL INFORMATION
This is a summary explanation of the ULU postgraduate advice service but fuller explanation and detail about the service can be found in the service operating procedures.
1. The role of the ULU postgraduate advice service
The advice centre aims to offer a student-centred, confidential and independent academic welfare advice and representation service to specific groups of University of London students.
2. Intended primary users of the service
These core users are defined as postgraduate research students currently studying at colleges within the University of London and regulated by University of London assessment regulations. Issues covered by the service will typically include appeals against PhD viva results.
3. Other (secondary) users of the service
In addition, and where resources allow, the service will also be available to two other groups of students defined as follows:
University of London masters students studying at the School of Advanced Study; and
University of London undergraduates and postgraduate students (i.e. research masters, taught masters and PGCE) studying at the following colleges (where the student union does not offer a professional advice service, i.e. employing a specialist caseworker):
Birkbeck
Central School of Speech and Drama
Courtauld
Heythrop
Institute of Cancer Research
Institute of Education
London Business School
London School of Hygiene & Tropical Medicine
Queen Mary
Royal Academy of Music
Royal Veterinary College
St George’s
SOAS
School of Pharmacy
University of London External Programme
University Marine Biological Station Millport
University of London Institute in Paris
4. Relationship between ULU advice service and college services
The ULU postgraduate advice service aims to complement and enhance existing students’ unions and institutionally provided support services and not to duplicate them. This reflects the purpose and funding of the University of London Union, which exists to supplement college services and address specialist needs whilst seeking to avoid duplicating existing services in colleges. This is why the range of services is focused upon students and matters regulated by the University of London. Students and issues that are of a more general nature or regulated by college regulations should seek support from college or college students’ union support services.
Where the ULU postgraduate advice service is contacted by a student from a college with a fully-developed set of support services, or on matters outside of its remit, it shall refer students to another agency (usually the appropriate support services in the student’s college).
The ULU postgraduate advice service will not usually see clients whose enquiry can be dealt with by a college or students union advice service and is outside of the core group of the service
5. Service opening hours
The advice centre is open between 10am-4pm every Friday. We will aim to offer an appointment system during these hours.
Making an appointment: normally appointment bookings will be allocated for 45 minutes. Appointments will be made via the ULU website. Clients may also book a telephone appointment with the welfare adviser. If the case is complex or requires further research, a follow-up appointment may be offered.
6. Client confidentiality
The service is confidential and ULU has taken all reasonable steps to ensure client confidentiality. These are set out in the service code of practice along with the processes by which the client consents to the service to act on their behalf.
7. Relationships with other welfare and support agencies
We will take active steps to work closely and co-operatively with other agencies to assist our clients with resolution of their problems, subject to the consent of the client. This may involve the adviser contacting the agency on the clients behalf to make an appointment and/or pass on case details (with the consent of the client). Examples of this might include the following situations:
(a) a student with a housing problem might be referred to the University of London Housing Service;
(b) a student with a visa problem might be referred to UKCOSA (United Kingdom Council for Overseas Students Affairs, the national body specialising in the welfare of international students studying in the UK.
8. Dual Representation
It is good practice to avoid dual representation as it can beagainst the best interests of the student. Therefore ULU can not represent you if you are simultaneously being represented by another student union or outside agency. The reasons for this are as follows:
Conflicting approaches
Different advisers can have different strategies on how to handle a case which when pursued simultaneously can be of detriment to the case. An example might be if in a plagiarism case one representative's approach was to agree that the student was guilty but seek leniency due to significant personal circumstances, whereas another adviser might say that the student's mitigating circumstances were so severe they could not have consciously broken the rules so are not guilty of the office. Both would be valid approaches. If both advisers were to make representations suggesting different explanation this would undermine the credibility of the student.
Risk of information errors
The accuracy of advice is dependent on having access to as many details as possible. If a client is having to keep two parties updated (likewise for the institution if they are involved in correspondence) then there is an increased risk of omissions in information which may jeopardise the quality of advice.
Professional courtesy
It is not good practice for an adviser to be in a situation where they may be asked to judge or comment on the advice of others
Resources
As student unions offer a free and therefore resource limited service it is not equitable for student to have access to multiple advisers.
9. The role of the postgraduate adviser
The adviser’s role will be to help the client explore the issues and problems in order to empower the client to make an informed decision on the basis of the options available.
10. The role of the ULU vice-president (welfare & student affairs)
The confidentiality policies of the service are set out in the service code of practice and cover the vice-president (welfare & student affairs) and the postgraduate adviser and both are bound by these. The vice- president (welfare & student affairs) will regularly meet with the postgraduate adviser to review cases and agree action and individual responsibilities. These will vary according to what is likely to be most effective for the client but the elected officer will often take a leading role in acting as an advocate for the client (subject to the client’s consent). The vice-president (welfare & student Affairs) will be responsible for using casework to influence ULU’s campaigning and representational work such as arguing for improved procedures, guidance or training at University of London committees.
11, Reception of visitors and clients
A welcoming and comfortable reception and waiting area will be made available to service users. Clients will be greeted on arrival and the welfare adviser will come to the ground floor reception to collect the client once the receptionist has notified them of the clients arrival. Up-to-date information will be displayed in the reception area.
12. Quality assurance
The service has been established in accordance with the standards for advice services outlined in the \Community Legal Service standard and with the assistance of experienced managers of students union advice services that have achieved this standard. The systems and policies governing the service can be found in the operating procedures available on the ULU website .
Any client wishing to make a complaint may use the complaints procedure outlined within the service operating procedures available on the ULU website
13. Feedback, monitoring and reporting
All aspects of the service will be regularly monitored through suggestion forms and surveys. Feedback regarding the service is always welcomed (see feedback section).
Cases will also be monitored through the regular recording, analysis and reporting of summary information for the purpose of improving the effectiveness of the service, for identifying and informing issues that ULU should campaign about and for developing ULU policy. Such reports will also be available to read on this website. This will always done in such a way as to ensure the anonymity of users of the postgraduate advice service
14. Future development of the service
The ULU postgraduate advice service has been developed from policy agreed by ULU Council. It seeks to address a specific need not covered by existing college and students’ union services. Initially it is being developed cautiously but may develop depending upon usage, impact, and satisfaction as viewed by users and stakeholders. This will be subject to plans regarding feasibility and financing and approvals by ULU funders and stakeholders via the governance structures of ULU and the University of London. Suggestions or comments that may contribute to the evaluation or development of the service are always welcome from all parties. This can be done using the feedback system on the ULU website.