1. Minimum Standards for the provision of Information, Advice and Guidance July 2012

2. How do students find help?

3. How would we like them to find help?

4. Minimum core opening hours 10- 4

5. Things to consider  Who will staff reception desks?  How will you manage lunch, sickness, holidays, busy periods?

6. Generic School / Service telephone number

7. Things to consider  Do you have a number you could use already?  Who will be on the hunt loop?  Do all users know the key roles and areas of work within the school / service?  Does everyone understand how to transfer calls?  Do you need to put menu options in for callers?  Can you guarantee the phone will be answered during office opening hours?

8. Generic Email address for all enquiries

9. Things to consider  Who will be the manager responsible for the account?  What protocols do you need to put in place to manage the incoming mail?  What is a reasonable time limit you can set for responding to emails?  How will you ensure you monitor the system?

10. The School of Sport Science Visit us from 10 am – 4 pm, Monday to Friday University Place, 3.720 Or, you can also contact us by phone or email:- Phone us on 0161 275 1234 Email us at sportscience@manchester.ac.uk Menu of Services We can help you with:- Academic staff location Admissions queries Assessment queries Coursework submission Dissertation Submission Examination queries Feedback Mitigating Circumstances Forms/Evidence Submission Interruption queries PhD Thesis Submission Appeals & Complaints Timetable Queries We can also provide referrals to these services:- Accommodation Office Careers Service Counselling Service Credit Control Disability Support Office English Language Support International Advice Team IT Support Library Services Manchester Student Homes Occupational Health Student Fees Team Student Guidance Service Student Services Centre Students’ Union Advice Centre Study Abroad Advertising

11. Things to consider  What does your list of services look like?  Is it clearly displayed at the point of delivery and on your website?  Are you displaying the AskMe logo?

12. Ownership

13. Things to consider  How do we make sure students have been dealt with to the best of our knowledge?  How do we let them know we’re all part of the same support system?