Professional & Support Services Operating Model Introduction to Student & Academic Services Course Leader Fest December 2018 December 2018 Version: v0.1

Background to PSOM

Operating model design principles Ambitious The University must be ambitious for its people, its services, and its service users, if it is to deliver the service excellence expected of the world's leading applied University. User-centric Solutions that support the academic mission of the University and meet the needs of tomorrow's students, staff and external partners. One University, one model The University will create a single model within which services connect together as parts of a coherent end-to-end design, creating a consistent and logical experience for students, staff and external partners. Proportionate and appropriate Each function will be designed to deliver the quality and impact that is appropriate and proportionate to the service area. Agile, trusting and performance focused An agile and responsive culture will be created through a combination of clear organisational design and enhanced professional development, careers paths and a culture of trust and empowerment.

Programme Overview PSOM Phase 2 - High level plan Phase 1 May 2017 - August 2017 Current state assessment and case for change. Phase 2 September 2017 - August 2019 Delivery of organisation change through thematic projects First group of projects focused on key student and external-facing functions. Corporate Services review starting once the student and external-facing model is designed Sept - Dec '17 Jan - Dec '18 Jan - Aug '19 Student and Academic Services Business Engagement, Skills and Employability Strategic Insight and Data Recruitment, Reputation and Outreach Corporate Services Service Design and Delivery Service Design and Delivery Service Design and Delivery Service Design and Delivery Service Design and Delivery PSOM Phase 2 - High level plan

Why are we doing PSOM? Not currently organised to support the strategy - we need to do more to align strategy and service delivery Not maximising our potential to deliver excellent and efficient services - we need to build on strengths and stay committed to continuous improvement Need to design our services around the needs of users and not organisational silos Need to be able to deliver a consistent, joined-up and efficient set of services, right across the University

Things that we have done so far Through the PSOM projects to date we have: brought together similar functions into single cross-University services to improve consistency and coherence of user experience sought better value from our data, for example by: introducing a student CRM system establishing a Strategic Insight and Data service introduced more self-service functionality to support user access to services designed roles to reduce unnecessary process steps and 'hand-offs' between people/teams

Student and Academic Services

Student and Academic Services Key focus on providing consistent and well-integrated services to users - including using channels and locations more effectively. For example: Student Support Services Unified support model from initial contact through to specialist support Improved intervention and tracking through use of CRM case management capability Enhanced self-service whilst still enabling face-to-face engagement where needed Academic Services Course Administration to be delivered within a departmental team Department Manager to support the Head of Department and manage operational delivery Library Services Specialist services focused on enhancing quality Readiness for implementation: Staff now confirmed into roles across Student and Academic Services and Faculty Services, with preparations for transition in January well under way. Transition includes estate changes, introduction of new technology and staff training. Delivering to plan with staff receiving regular updates.

What does our new service look like? Hallam Help & Advice -  consistent, coordinated and integrated service enabling  students to access the right level of support at the right time. Academic Administration – distributed model of cross University administration with local delivery to support course and department requirements and which is underpinned by common processes.

Student and Academic Services - Senior Staff Structure Group Director of Student & Academic Services Director of Library Services Director of Student Support Services Director of Academic Services Head of University Technical Services Can provide version of this with names, but using here to give a brief overview of the component parts of student and academic services Head of Library Resources Head of Skills Head of Disabled Student Support Head of Student Wellbeing Head of Help & Advice Head of Student Funding Head of Academic Administration Assistant Head of Academic Administration Head of Registry Operations Head of Student Systems & Reporting Head of Student Policy & Compliance

Key changes across Student and Academic Services A new support model and course administration service will enable greater consistency and end-to-end management of the student experience, further enabled through improved CRM capabilities New student support delivery model Unified support model from initial contact through to specialist support Improved intervention and tracking using CRM Channels strategy that includes enhanced self-service whilst still enabling face-to-face engagement where needed New CRM system New enquiry logging and case management functionality for student support services, providing staff with a single view of a student’s interactions Single knowledge base, improving self-service and face-to-face query resolution at Hallam Help points Academic Services All course support and administration delivered within a departmental academic administration team New Department Manager to support operational delivery within the Department

Academic Administration

Academic Administration - by zone & department Head of Academic Administration Helen Aram Zone 1 Zone 2 Assistant Head of Academic Administration Sue Hughes Zone 2 Zone 3

Academic Administration - zone 1

Academic Administration - zone 2

Academic Administration - zone 3

Academic Administration - what will be different? Single service - of cross University administration with key roles of department managers, course administrators and departmental administrators. Knowledge sharing between Department Managers - meeting regularly to share knowledge and best practice and responsible for thematic responsibilities across the service. Community of practice for course administration meeting regularly to share knowledge and best practice. Department aligned - enabling partnership working with the academic community and an understanding of the local context.

Academic Administration Model The model below has been developed to provide dedicated support to the academic department, whilst reducing hand-offs and allowing for easier sharing of best practice A single team to own the day-to-day support and administration of courses Distributed model of cross University administration with local delivery at departmental level underpinned by a shared approach to processes Proximity to point of course delivery to enable appropriate type of support whilst enabling greater service consistency Department managers supporting the development and delivery of the business plans and strategic vision for the department by providing tactical knowledge and ensuring operational excellence and consistency of course delivery Department managers supporting the development and delivery of the business plans and strategic vision for the department by providing tactical knowledge and ensuring operational excellence and consistency of course delivery Close working relationship with Student Support Advisers who provide information to support departmental planning and inform course support requirements ORGANISATION MODEL Academic Administration Teams University Academic Administration Service Head of Academic Administration Department team (academic) Head of Department (Academic) Assist Head of Academic Administration Student Services Department manager Student Services adviser Close working relationships and regular communication between Student Support adviser and Academic administration team Academic Administration Officer Course Administrators Department Administrator

Hallam Help & Advice

Hallam Help & Advice

A new service delivery model for student support

Student Services - what will be different? A three-tiered support model with a focus on proactive approaches will support demand and ensure the right level of support is provided to students at the right time. Will be managed within Student Services, and aligned to an academic department. Will work closely with academic advisor role. Will deliver inclusive support to all students through proactive and pre- emptive interventions. Will supports students to understand how to develop and maintain their own mental health and wellbeing. Will escalate or de-escalate student cases based on interactions and current position. Will provide regular briefings for academic and other professional services staff on student support issues. Student Support Advisor Frontline support (Digital/Physical) Student Support Advisor Inclusive support (preventative) Case management Enquiry resolution Triage Specialist Support Services Wellbeing Disability support Funding & Access International Experience Academic Advisor Academic and PS Course Team

New network of Hallam Help points https://staff.shu.ac.uk/universitystrategy/ New network of Hallam Help points supporting timetabling zones

Enquiry and case management The user journey across all channels have been designed to enable consistency in how they are used by students and staff, including reporting and MI that is created, whilst providing options to students in how they communicate with the University Self-service Initial enquiry Logging Student view Detailed enquiry Follow-up / tracking Response / notifications Students can view cases on the portal, add notes, ask questions, or add documents. They can also directly start a web chat. Other channels will be available to get progress updates if chosen To note: web chat will go live Easter 2019 Case mgmt Portal Case comment or web chat Web form Web chat Portal Action / Owner All self-service via student landing page (My Hallam), supported by other channels. Web forms and web chat only available through portal Email Phone Transfer call Portal Help staff will transfer case ownership (and responsibility for case notes) to a specialist / SSA if they cannot resolve. SSA may create actions for other teams and retain case ownership Students will view all updates in the portal. They will also receive email notifications to direct them to the portal when: Case opened, case closed, new comment, student action required Email notifications will be linked to the case, in case students reply F2F Drop-in For web form queries, a case will automatically be created. If a web form is a quick-log query, a flag will be marked to exclude the case from MI. Other channels will be decided upon by the query handler to quick-log or write up a case (Sep only?) Quick log Phone interactions can be transferred to a colleague to resolve and update case notes. F2F can lead to a drop-in session with SSA (or student may change channel type to ask query). Both may lead to further actions / change in case ownership

2018/19 Support model -communications and interactions Academic Progression: monitoring academic performance and providing academic advice Personal Development : Providing a personal point of contact throughout their studies Professional Development: providing academic advice on professional development including further study. Triage students to access appropriate services Pastoral support and advice Preventative interactions Working with AA & EA to provide holistic support Employability advice and information Job search support CV checking and interview preparation Promotion of placements, internships & graduate opportunities

Student Support Adviser

https://staff.shu.ac.uk/universitystrategy/

https://staff.shu.ac.uk/universitystrategy/

Q & A

Useful feedback for us Do you feel informed about the new service? What do you want more information on in January? How do you want us to communicate changes with you? Please write your thoughts on a post-it and leave it with us today.