Dr. Emily McIntosh Student Support Advice & Guidance Manager Directorate for the Student Experience The Atrium & the Student Information, Advice & Guidance (IAG) Service

21 st Century HE Context 31 st National Student Forum Annual Report: “…The fact that we are now paying tuition fees means that there is more of a sense of “exchange”…this impacts on the quality of service that we expect” [Quotation from a Student] HE “Customer Service” & “Student Experience” principles A student-centred University Integration into the learning culture & environment Existence of learning communities Academic vs. Pastoral support Focus on employability, volunteering, social responsibility, transferable skills, international opportunities and wellbeing

Black Sofa 1 Black Sofa 2 Grey S 1 Grey S2 Grey S3 Grey S4 GC 1 GC 2 GC 3 GC 4 AC3AC3 AC3AC3 AC5AC5 AC5AC5 AC4AC4 AC4AC4 AC6AC6 AC6AC6 AC7AC7 AC7AC7 AC9AC9 AC9AC9 AC8AC8 AC8AC8 AC2AC2 AC2AC2 AC1AC1 AC1AC1 SC 2 SC 4 SC 1 SC 3 TC 1 TC3TC3 TC 2 TC4TC4 TC5TC5 TC7TC7 TC 6 TC 8 Welcome Desk Careers Desk IAG Meeting Room Careers Meeting Room Careers Office IAG and IPO Office Careers Library Pod area Study Abroad Library Pod 1 Po d 2 Pod 3 Pod 4 Pod 5 Pod 6 Pod 7 Pod 8 The Atrium…1st floor Uni Place

Some photos…

The Structure School SpecialistCentral The Alan Gilbert Learning Commons My Learning Essentials Quiet/Group Study The Atrium My Wellbeing Careers Service International Programmes (Study & Work Abroad) Student Money Adviser Student Support Adviser The Student Services Centre Funding/finance Graduation Visas Student cards International Advice Team Students’ Union Advice Centre Societies Exec Team School Welfare Officers Academic Advisers School Support Officers Teaching & Learning Officers Student Experience Officers The Disability Support Office The Counselling Service Counselling Wellbeing workshops Training SPORT & Active Lifestyles Gym Societies Teams Activities Wellbeing Halls of Residence Pastoral Care Teams

The Atrium Key central support services in a single location – Information, Advice & Guidance, Careers Resource Centre, International Programmes Office (IPO) Expert advice in a relaxed, neutral, environment Bookable space/zones for one-to-one meetings, group workshops and events Zones for confidential and non-confidential conversations Quiet study, PC Access, WiFi, Printing, Photocopying Open from 9-5pm, Monday to Friday Making the Most of Manchester – identifiable brand

The IAG Service Team of 5 – Manager, Money Adviser, Student Support Adviser, 1 x Student Support Assistant, 2 x Interns Money, budgeting and financial advice Health & Wellbeing Support for Care Leavers, Students with Families, Students Living Off-campus Events and workshops associated with the student life cycle Supporting students to navigate University policies and procedures Working with services across campus to provide signposting

Communicating with Students “Make the Most of Manchester” AV Screens Blog ( Social media channels (Facebook x 3, Twitter x 4) Newsletter for colleagues Info Zone on Ground Floor of University Place

On tour… 6 Roadshows, 210 Students Stopford Building, 62 Students Learning Commons, 61 Students Library, 21 Students SSC, 37 Students George Begg, 26 Students Joule Library, 12 Students

Impact & Case Studies Careers Guidance Appointments – up 18.5% October 2013, 26.8% Jan 2014 International Programmes Appointments – up 144% Student Money Adviser Appointments – up 204% Student Support Adviser – 141 appointments to end March Average 2,000 visits/week, 477/day 2014/15 – assessing impact of services on student behaviour/learning

Any Questions? Individual/Group Tours