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

2. Background to PSOM

3. 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.

4. Programme Overview PSOM Phase 2 - High level plan
Phase 1 May August 2017
Current state assessment and case for change.
Phase 2 September 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

5. 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

6. 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

7. Student and Academic Services

8. 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.

9. 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.

10. 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

11. 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

12. Academic Administration

13. 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

14. Academic Administration - zone 1

15. Academic Administration - zone 2

16. Academic Administration - zone 3

17. 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.

18. 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

19. Hallam Help & Advice

20. Hallam Help & Advice

21. A new service delivery model for student support

22. 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

23. New network of Hallam Help points
New network of Hallam Help points
supporting timetabling zones

24. 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
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 notifications to direct them to the portal when:
Case opened, case closed, new comment, student action required
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

25. 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

26. Student Support Adviser

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

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

30. Q & A

31. 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.