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► Postgrad Service - Casework Policy
ULU Postgraduate Academic Welfare Service
CASEWORK POLICY AND PROCEDURES
1. The advice service undertakes a casework service for all clients. Information is recorded on a casesheet and kept in a confidential filing system. Access to these casesheets is only available to the advice service team.
2. Unless a specific request not to record personal details is made by a client, the following information should be recorded (see casework enquiry form attached).
· name, term-time and permanent address
· contact telephone number
· course and funding details
3. Details of the clients’ case will be written in a non-judgemental manner. The information will be used to assist with the enquiry and can only be disclosed with expressed consent by the client to third parties, i.e. the college, university and/or outside agencies (see referral policy).
4. General information regarding the nature of the enquiry e.g. academic appeal is used for statistical purpose but only using a method which prevents identification and maintains confidentiality.
5. In exceptional cases clients may be asked if they will allow their case to be part of a student campaign or promotion. Permission must be sought from the vice-president (welfare & student affairs) before the client is asked.
6. It is the policy of the advice service that every contact made by or on behalf of a client is recorded. This includes telephone calls, letters, emails, faxes and personal visits.
7. Advisers are responsible for maintaining accurate and up-to-date case records which will serve to aid the adviser with any follow-up work required. Competent case recording practice will also allow another adviser to take up a case in the event of the initial caseworker being unavailable and act as a safeguard for advisers in the event of a dispute.
8. As an advice agency there will be occasions where a potential conflict of interest arises. The advice service cannot represent both parties in a dispute. Initial information will normally be given to callers, but if it is established that we are already acting on behalf of a first party, an offer to refer the second party to an equivalent agency will be made. A conflict of interest in this case overrides the usual policy of confidentiality about the fact of the first parties contact; although no further information will be released other than the fact a conflict has occurred. Wherever possible the adviser will attempt to refer the second client to another appropriate advice agency.
9. The process for identifying conflict of interest cases is as follows. Once an adviser identifies that other parties in a dispute may seek advice he/she will send an email to the vice-president (welfare & student affairs) Officer informing him/her of the possibility. This email will include:
· the names of any clients already advised.
· brief details of the nature of the case e.g. whether it is a collusion academic impropriety case or an inter-tenant dispute.
This file of emails will be kept centrally by the adviser and the vice-president (welfare & student affairs). The adviser will take responsibility for managing this process and will decide if the advice service can represent the clients or not.
10.The advice service will endeavour to offer advice, representation and advocacy on behalf of all clients. However, it must be recognised that problems/issues will not always be resolved to the satisfaction of the client even when all avenues have been explored. This may be because the client is unrealistic about their desired outcome or in exceptional cases there is not a solution.
11. The advice service recognises that it is often important for clients to exhaust procedures available to them even with little or no chance of a favourable outcome. The advice service will assist in these cases, however reserves the right to withdraw the service if it is felt that the case is too demanding in terms of the advice service’s resources. The advice service will give this information with as much notice as possible. Advisers must refer to the membership services manager before making a decision to withdraw the service.
12.All service users are expected to comply with our equal opportunities policy. Unacceptable behaviour towards staff and clients will be challenged. If the offensive behaviour continues, the individual will be asked to leave the advice service premises and we retain the right to refuse our service. Equally, if it is deemed that an individual’s behaviour is putting either a member of ULU staff, clients or others at risk, they will be asked to leave. Please refer to staff safety policy.
13.As a student advice service there can be limitations to how far we can assist clients. On occasion it will be necessary to advise clients with complex or specialised cases that their needs may be better met by an expert in a particular field, e.g. solicitor specialising in Immigration. The advice service will be happy to undertake research on behalf of the client to identify the most appropriate source of help.
- On occasions, problems will not be resolved because a client has failed to undertake action they had agreed to. In such cases, the adviser may advise the client that we are no longer able to help them with this problem. This does not prevent the client from utilising our service for other enquiries.