1. Who Cares Wins How the Student Access to Services Project will enhance the student experience at Northumbria

2. Overview What is the Student Access to Services (SAS) project? What are the benefits? How will it work? What we’ve been doing Timescales and roll-out Have a go!

3. What is the Student Access to Services (SAS) project? Formation of Academic Services in 2011 – Academic Registry – Student Support & Wellbeing – University Library Student experience, expectations and fees Opportunity and timing Innovation and a will to do things differently

4. What are the benefits? ‘join-up’ of services and less ‘bounce’ Single points of contact More enquiries resolved at first point More effective referrals between services Faster access to appropriate help through 24/7 library service Students don’t fall down the gaps Staff empowered and more able to use experience

5. How will it work? Common first contact in each centre – SSW @ City – CET @ City – SSW/CET/Library @ CL – Libraries at CCW and CCE Broader range of questions resolved Referrals through Support Works Enquiries captured and responsibility for resolution lies with the service not the student

6. What we’ve been doing Steering Group and 3 work streams World Café sessions Visits to other institutions Development of new support model (from 4 existing ones) Mapping FAQs through new model Identifying training needs

7. Timescales and roll-out Pilot at Coach Lane CET move into the Library @ Coach Lane Evaluation of pilot project – ongoing & involves staff, students and School Recommendations from pilot by end May SS&W at Coach Lane moves from Allendale into Library, summer 2012 Service roll-out at City Campus from Sept 2012

8. Have a go! New Support Model 25 mins to: – Discuss your own contact with students – Discuss level and type of enquiries you deal with (from the model) – What do you refer and to whom? – What is referred to you and from where? Feedback – put the jigsaw together