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► Postgrad Service - Referrals Policy
ULU Postgraduate Academic Welfare Service
SIGNPOSTING AND REFERRAL POLICY AND PROCEDURE
1. Client Group
The advice service will provide advice and information to the following:
- postgraduate research students currently studying at colleges within the University of London and regulated by University of London assessment regulations.
Depending on resources and staffing levels, the Advice Centre will also assist:
- 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
Enquirers who do not fit into the above groups should be signposted to an alternative agency.
2. Description of advice services
The advice service provides information, advice, support and representation for ULU postgraduate students as detailed above. The advice service will concentrate on academic issues faced by this group of students including: academic appeals, complaints, plagiarism, transferring courses, quality issues and discipline. In addition general funding advice specific to the core user group will also be available. Where clients are seeking advice in an area outside the capacity of the unit clients will be offered a referral or signposted to a different organisation, as detailed below.
3. Definition of Signposting
The need for signposting will usually arise when an individual contacts the advice service and provides information about the nature of their problem. Signposting will be appropriate if the caller does not fit into the advice service’s client group, or if they seek help which is outside the scope of the advice service.
Signposting may also be appropriate when an existing client presents the adviser with an additional issue which is outside the scope of the advice service.
4. Definition of Referral
The need for referral will arise when the advice service has an established relationship with a client in a current matter and the adviser believes the advice service cannot offer further assistance in this matter. This may happen when the advice service lacks the resources or expertise necessary or when a conflict of interest has arisen between the adviser and the client.
When making a referral the advice service will arrange for the client to contact someone from another agency and transfer the appropriate information to them once the client has given written consent.
5. General Guidance
· Prior to signposting or making a referral, the advice service will at all times listen to the client’s enquiry to ascertain the type of assistance required and will provide immediate support if the need should arise. The information obtained will help to identify an appropriate alternative source of help.
· All contact details of local service providers should be kept up to date and be readily available.
· The advice service will aim to signpost and refer to agencies that do not charge for their service. The adviser will discuss with the client any cost implications of using a new service provider and record the advice given in the case sheet.
· The advice service should inform the client of what to expect from the new service provider when signposting or making a referral.
· The advice service will record any feedback, both positive and negative, about services following signposting or referral. This should be recorded in the signposting/referral feedback folder.
6. Signposting Procedure
· The advice service will assist clients to try and find relevant services. This will be appropriate when a client has a problem that falls outside the scope of the service.
· All instances of signposting will be recorded on the case sheet (if used).
7. Referral Policy
· When referring an existing client to another agency, the client should be informed of any confidential information that it is to pass to the new agency. The client’s written consent should be obtained and recorded in the case file.
· The adviser will contact the new agency and attempt to arrange an appointment for the client. Where appropriate the adviser will provide a written explanation of the matter and either send this to the new agency or give it to the client to take with them.
· A record of each referral should be made using the referral form. A copy should be placed in the referral folder and in the case file. An explanation of the reasons behind the referral should also be made. Entries in the referral book should be used as a means to review to referrals process.
· If no suitable alternative service provider can be found, this should be noted in the case file and referrals folder in additional to the action attempted by the adviser to progress with the case.
8. Monitoring Referrals
The adviser and membership services manager will conduct an annual review of referrals to consider:
· whether links with referral agencies need to be improved;
· whether measures can be taken to prevent enquiries from outside the defined client groups;
· whether steps need to be taken to fill gaps in the advice service’s service;
· whether individual advisers’ referrals should be discussed at their annual appraisal.