1. Hub and Spokes Launch Seminar 3 Helen Langley, Project Officer, NC2012 Julie Millias, Senior Administrative Officer (askUWA) Reynard Chan, Computer Support Officer (askUWA Undergraduate advising at UWA

2. Today’s seminar Recording advice guidelines  Introduce you to when, where and what to record AskUWA recording advice training  Provide you with the tools and functions to record advice  Introduce you to the different ways you can record advice on askUWA

3. askUWA  Each student has a contact record in askUWA – name, number, course code, faculty advising office and email address  Recorded advice and students’ online enquiries are added as incidents to the record

4. Who will be using askUWA?  Advising staff in faculties, schools, Student Services, International Centre and Graduate Research and Scholarships Office will be recording advice and viewing students’ incident histories  Students will be sending enquiries and viewing their incidents – enquiries and recorded advice Access  No tiered levels of access and security

5. Recording advice guidelines What to record  Complex course advice  Fact - only record, information that can be verified and could impact a student’s record  The advice given to a student leading up to an official approval  Referrals – where and why  Escalation - If there is a risk of an incident escalating  Expertise - When the information will help other advisers

6. Recording advice guidelines What not to record  Simple directional inquiries  Opinion – personal observations  Duplicate information – anything that would normally be recorded in TRIM or in SIMS/the Internal Academic Record  Systems or IT issues  Private information about the student that is sensitive or relates to their health

7. Where to record  askUWA – narrative history of advice given to students regarding their studies  TRIM – all student records, handwritten, printed and digital  SIMS/Internal Academic Record – information that affects a student’s completion

8. What to record where on askUWA Incident types  Response  Customer entry  Private note  General note staff staff and students staff Access

9. Response Recorded as a new incident or added to an existing incident. It is sent to the student’s email account as well as saved in the system. When to use  Replying to an online enquiry or incident.  New incident: follow up or confirmation to the student who has rung or has been interviewed face to face.  Referring student: send referral to student and cc in referral contact

10. Customer Entry Recorded as a new incident or added to an existing incident. It is not sent to a student’s email. When to use  Added to another incident or response to record additional information.  New incident: record an incident where it is not necessary to email the student.

11. Private note A note, which is attached to a student’s incident or a new incident is created. Not accessible to students. When to use  Added to a response or incident to record information for other staff.  Referring students: add additional information for staff the student is referred to.

12. General note A note, which is attached to a student’s contact record. It is not accessible to a student. When to use  Record information about a recurring situation, ongoing issue or important information about the student that other staff should be made aware of.

13. Respecting the student Respecting the record  Respect students’ right to privacy and the confidentiality of the record  Take care with language  Remember that students will be able to access their record  Under FOI students can be granted access to private and general notes

14. Respecting the student respecting the record  Do not record anything about a student’s disability, medical condition or mental health  Sensitive information can be communicated over the phone  When we record advice we have control over what information is recorded  When students submit enquiries we do not have control over what they write

15. Keeping it friendly keeping it relevant  Use a friendly tone  Use hyperlinks  Insert standard texts and answer links (FAQ’s)  Explain to students that you are recording advice  Send students a Response outlining the advice you have given them

16. Referring students  When referring students to another area, record a Response in askUWA outlining the student’s issue, why they are being referred, where they are being referred and when they are being referred  You can forward an enquiry to a Subject Matter Expert (SME) and add a Private Note

17. Duty of care  Duty of care to students  Duty of care to staff

18. Wrapping up  Fill in the form, get it authorised and get access  Ongoing drop in training sessions in February and March  Going live 5 th December