1. Student Advisor Forum Sharing Ideas for Good Practice

2. Agenda 9.00Opening Introduction, Burning Issues from Last Forum & Training Information - Michelle Rogers, Director, Support Services 9.20Presentation and Questions - TEQSA - Professor Chris Brook, Director, Quality Enhancement 9:55Why do students seek advice? - Dr Jim Elliott, Director, START 10.00Morning tea 10.30Referral Processes: Minimum standards for student referrals - Amy Cleasby, Team Leader, START 11.20Resources for Advisors: - Dr Jim Elliott, Director, START & Leah Bromilow, Manager, Student eServices Accessing the most appropriate and accurate information OASIS – Existing resources for Advisors & Students 12.15Closing Words - Michelle Rogers, Director, Support Services

3. Overview from Last Forum Michelle Rogers Director, Support Services Issues arising from Advisors’ Forum May 2012 Questions and Answers Burning issues Initiatives Training for Advisors – TEQSA & CCA 2010 Advisor Network Website – pages and navigation

4. TEQSA Information Prof Chris Brook Director, Quality Enhancement TEQSA: Information and questions

5. Why is any student seeking advice anyway? At any given time, most of our 40,000++ students are not seeking advice from anyone. Which is just as well.... Those who are seeking advice: May not have looked for existing information for various reasons May not have been able to find existing information May have not been able to make sense of existing information May have limited self-advocacy or self-help skills May have a strong customer service position – “I’m paying for this, so help me”. May have complicated circumstances that existing information and processes do not entirely appear to address May be upset, distressed and possibly impatient Whatever the situation – the reason they are seeking advice is that they want a prompt solution/outcome

6. Morning Tea Break Please be back in your seats by 10.30am

7. Referral Processes Minimum standards should be developed To enhance the student experience To develop student support services To meet TEQSA standards Why keep it to a 2 stop shop (where possible) To better support the student and required administration processes To ensure the student gets to the right place To reduce confusion (and therefore stress) for both students and staff Sound referral processes promote Student wellbeing and retention Staff satisfaction An increased knowledge of services available

8. Referral Processes Draft Ideas generated from working group, discussion and feedback from various areas (Eng FSSO, START Student Advisors, Careers staff, Support Services Director) The ideas presented in the copies: 3 types of referral methods “Warm should be the Norm” Things to remember Flow chart DRAFT materials only – we are seeking your feedback “Online Resources” referred to will be discussed next

9. Referral Processes – Group Discussion

10. Referral Processes – Burning Issues PositivesIssues/ProblemsChanges/Additions

11. What information is available to students now in OASIS?

12. Official Communications This student has received OCs related to supplementary exams, his SSAF, Scholarship payment, termination, the appeals process, fees – important stuff!

13. Alerts & Reminders Alerts are for serious issues that require a student’s action, and cannot be hidden until action takes place. The tuition fee alert prompts students who haven’t made payment of their fees by the due date. The alert escalates, and changes colour, to indicate the urgency of the action required. Reminders are personalised, but don’t necessarily require a student’s action. Reminders include notification of key dates (eg study period start date) and results release.

14. My Studies Students can access plan their timetable, access their unit outlines and reserve items using the unit outlines channel. All books required for a students enrolled units will appear when clicking on the booklist link. Students are prompted if they have administrative sanctions preventing the release of their results or enrolment. They will be told who they need to contact to have the issue resolved.

15. eStudent Students can change their details, enrol, class register, check their results, download their eInvoice, print out an Academic eRecord, print out their enrolment advice – and much more! – in eStudent There is extensive eStudent help and demo movies available.eStudent helpdemo movies

16. Quick forms and online forms

18. Start Up

19. Campus Life & Guild

20. Plus much more! Exam timetables, O-Week timetables, Graduation registration, EnrolNow!, ReEnrolNow! (in progress), Links and news (targeted) etc etc…

21. What information is available to advisors now? There is a box labelled “Help your students” under the “My Work” tab in OASIS for staff. (log in from http://www.curtin.edu.au/)http://www.curtin.edu.au/ It is also possible for any staff member to refer a student to START via an on-line referral process – see http://unilife.curtin.edu.au/staff/refer_student_support.htm http://unilife.curtin.edu.au/staff/refer_student_support.htm

22. Are those resources enough for Advisory staff? Consistent information? Easily found/easily accessible to you? Anything missing that should be there? If there are shortfalls in the information resources, what should we do about it?

23. Next Steps & Closing Words Michelle Rogers Director, Support Services