JOB DESCRIPTION. 1. JOB TITLE: Student Support Officer. 4. DEPARTMENT: Student Support and Guidance

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1 JOB DESCRIPTION 1. JOB TITLE: Student Support Officer 2. HRMS REFERENCE NUMBER: HR ROLE CODE: SSMGRSSG 4. DEPARTMENT: Student Support and Guidance 5. ORGANISATION CHART: Reports to the Disability Services Manager 6. JOB PURPOSE: The role holder will co-ordinate, under the supervision of the Disability Services Manager, the planning and delivery of a Non- Medical Helper (NMH) Service, which currently provides seven roles for in excess of one hundred and fifty disabled students. They will play an important role in the recruitment, allocation and monitoring of NMH s. The role holder will develop and maintain effective and efficient administrative systems to support this work. As part of the disability team the role holder will be the first point of contact for disabled applicants and will assess all applications. He/she will be responsible for the design, distribution and analysis of disability questionnaires. The information derived will be used to inform NMH requirements. 7. BACKGROUND INFORMATION: DEPARTMENT VISION Student Support & Guidance will strive both to support every student in raising their educational and personal aspirations, and also to excel in promoting active citizenship and social, economic and moral responsibility DEPARTMENT MISSION The department facilitates a positive, self-directed student experience by providing support, guidance and development opportunities, empowering students to achieve their full potential in society (EFQM meeting: June 6 th 2006) Founded by the Church of England, the University of Chester is 175 years old and has approximately 18,000 (11,000 fte) students. Twenty years ago, the academic support department of Student Support and Guidance (SSG) was established as a central, significant part of the University. Today SSG

2 comprises 6 sections: welfare (including student finance, counselling), disability, student skills development (including mentoring); proctor s office (complaints and discipline), sport development, and Directorate (including Research & Development, Diversity and Equality. The Mission, Vision and Core Values of the University and SSG are closely aligned. Together, they focus on preparing students to take a full and active part ( serving ) in their future careers and in their communities. SSG s main role is not only the pastoral care and development of students, but also the delivery of an outstanding student experience, from pre-entry (post A- level or equivalent) through to graduation. During the past 12 years, SSG has used and fully embedded the EFQM Excellence model of management. This framework has enabled us to achieve and sustain outstanding results. Our commitment to Excellence has been recognised by the Times Higher Awards: THE Most Improved Student Experience - shortlisted 2010, Winner 2012; Leadership and Management Award for the Outstanding Student Support Team (2012). We have also been recognised by the British Quality Foundation: R4E 5* (2008, 2011), Employee Satisfaction Award Winners (2009), UK Excellence Award Finalists (2011) BQF 600- winner (2014); UK Excellence Winner (2014). But our greatest pride lies is in the provision of an outstanding University experience for our students, and seeing them flourish. Disability Support is one of 3 sections of Student Support and Guidance, and is responsible for the provision and dissemination of Disability information, advice and guidance to applicants and students. Recent reports and existing records show a growth in demand, reflecting the increasing complexity of disabled students. Continued expansion of disabled student numbers has brought about an increase not only in the number of calls made upon Disability Support but also in the presentation of more complex student problems. 8. WORK PERFORMED AND/OR KEY RESULT AREAS: 8.1 Communicating Effectively To work with applicants on a daily basis through face to face, and telephone contact. To work with disabled students/non-medical helpers on a daily basis through face to face, telephone, or (there are interactions on an average day). To evaluate NMH support by collecting feedback from students and NMH, identifying trends and patterns to develop non-medical helper training sessions each year as required. Responsible for answering basic and complex queries from NMH and Departments who have concerns about disabled students e.g. a basic query may include providing NMH with up to date funding information; complex queries could include concerns about a disabled student s wellbeing.

3 To play an active part in the provision of disability information and advice to all students across campuses and sites. To be responsible for the accurate record keeping of applicant/ disabled student and non-medical helper case load. To work within agreed service boundaries including confidentiality and the Data Protection Act. To be responsible for the effective management of the non medical helper planning, allocation and monitoring administration systems To support the Disability Services Manager with the development of disability information, advice and publicity materials. To take part in Open Days and Visit Days to provide information to prospective students. 8.2 Leadership and Working Collaboratively To be the main point of contact for NMH queries. The role holder is expected to work as an effective member of the disability team, with responsibility for co-ordinating own work. Work collaboratively with outside agencies e.g Randstad HR Solutions, regarding NMH s and Student Loan Company. 8.3 Liaison and Networking To liaise with academic and academic related departments to ensure consistency of support for disabled students. To liaise with external agencies such as Randstad on a regular basis to ensure the NMH service works effectively, for example, planning NMH provision and organising recruitment and training events. To participate in relevant internal and external networks to develop and maintain best practice, for example the Non-Medical Helper support group on Jiscmail. 8.4 Delivering a High Quality Standard of Service To support the DSM to review and evaluate the performance of the NMH Service to inform continuous improvement. To deliver an effective NMH Service that meets the needs of disabled students. To play an active part in the provision of disability information and advice to all students across campuses and sites. To work on the Disability Support Information Point as required to ensure an effective service to all disabled students. 8.5 Effective Decision Making To be responsible to the Disability Services Manager for the execution of designated responsibilities as outlined in relevant policies. When dealing with basic day to day enquiries, as well as more complex issues from disabled students, the role holder will be expected to take independent decisions within established procedures and ensure that accurate and timely information and advice is given.

4 The role holder will be expected to work independently and prioritise their own work load. The role holder will be expected to make decisions collaboratively with the Disability Services Manager on issues of a more complex nature e.g. advice given to NMH supporting disabled students, advice given to Department re work based learning placements and NMH attendance. The role holder will be expected to decide when to refer issues to the Disability Services Manager. 8.6 Planning and Organising Self and Others To work autonomously to plan and prioritise own work. To analyse current student and applicant data to forecast NMH demand annually. To analyse NMH data to inform recruitment requirements throughout the year. To produce induction material, coordinate and contribute to the delivery of NMH inductions each year (providing information on policy changes, devising training materials, etc.). To organise the recruitment and training of scribes and to coordinate scribe provision during examination periods. 8.7 Innovation and Improvement (Effective Problem Solving) To resolve standard and non-standard problems that arise, with reference to the line manager. To put new approaches or preventative measures in place to avoid reoccurrence of problems. To be responsible to the Disability Services Manager for the execution of designated responsibilities as outlined in relevant policies. The post holder will be directly responsible to the Disability Services Manager, but must be able to work using his/her own initiative in a pressurised environment. The role holder will be assisting students to solve disabled student and NMH problems and will be expected to refer the NMH and student on to the relevant service or relevant University policy. The post holder will be expected to refer complex disability issues to the Disability Officer and Disability Services Manager/Student Support Manager. 8.8 Analysis and Research Responsible for the collation manipulation and interpretation of data i.e. disabled student use of non-medical helper (NMH) and to produce reports as required by the line manager. To review MI data monthly and highlight any anomalies. 8.9 Sensory and Physical Demands Standard for office work

5 8.10 Work Environment Office environment with no responsibility for the health and safety of others beyond due care Role holder works in an office environment on different campuses and sites. Role holder undertakes regular travel between campuses and sites Hazards are those associated with working with VDUs 8.11 Pastoral Care and Welfare Expected to show basic sensitivity to colleagues and customers. The role holder will be the first point of contact for applicants and disabled students requesting NMH support, and will be responsible for referring the student to the most appropriate source of support or most appropriate university procedure. The role holder must maintain confidentiality as set out in the Disability Support policies and procedures and adhere to relevant legislation such as the Data Protection Act. The role holder must respond to disabled students in a sensitive manner at all times Team Development To play an active part as a member of the Disability Support team Teaching and Learning Support The role holder will be expected to deliver presentations/nmh training sessions to students during induction week and NMH at appropriate times. The role holder will be expected to deliver presentations to prospective students at Open Days and Visit Days Knowledge and Experience The role holder will have sufficient knowledge or expertise to work on day to day issues in their own area without direct or continuous reference to others. See person specification, below, for more details General To undertake any other duties commensurate with your grade, and/or hours of work, as may reasonably be required of you To take responsibility for upholding and complying with the University s Equality and Diversity policies and for behaving in ways that are consistent with fair and equal treatment for all To comply with all University Health and Safety policies.

6 PERSON SPECIFICATION Job Title: Student Support Officer Department: SSG Criteria / Method of identification Qualifications: 2 A levels (or equivalent) Degree or equivalent ECDL (or equivalent) Proven Experience: Relevant experience within an administrative role. Experience of working in a Higher Education environment Computer literacy Experience of using administrative systems Skills in data analysis Experience of working with disabled students in HE and appropriate record keeping certificates certificates certificates / Test Interview/ Test Application Form/ Experience of working with disabled people Delivering academic and service excellence: Attention to detail Interview/ test Managing self and inspiring others: Experience of co-ordinating the work of others The ability to prioritise own and others work and use resources effectively.

7 Working together: High level communication skills. The ability to work effectively with others as a competent team member and co-ordinator. Organisational and stakeholder awareness: Ability to solve problems in accordance with procedures. Interview. Requirements are those, without which, a candidate would not be able to do the job. Applicants who have not clearly demonstrated in their application that they possess the essential requirements will normally be rejected at the shortlisting stage. Requirements are those that would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements. Method of identification is where the selection panel will match the candidate s skills and abilities to the required criteria outlined (i.e. application form,, test)

8 UNIVERSITY OF CHESTER TERMS & CONDITIONS OF EMPLOYMENT STUDENT SUPPORT AND GUIDANCE STUDENT SUPPORT OFFICER 42 WEEKS PER YEAR - TERM TIME ONLY (25 HOURS PER WEEK) SALARY SCALE University Scale OS5, points 15-18, 20,198-22,029 (pro rata) per annum payable monthly in arrears. RESIDENCE REQUIREMENT It is a requirement of this post that within 12 months of appointment, the post-holder should live within a 30 mile radius or within a one hour travelling time by public transport from the University. HOURS OF WORK 25 hours per week, 5 days per week to be worked within the University s core hours detailed below: Monday to Thursday Friday 9.00am pm 9.00am pm A flexible approach to work will be required as there may be occasions when it would be necessary for you to work additional hours as dictated by the workload. DISCLOSURE & BARRING SERVICE CHECKS The successful applicant will have to undergo a DBS check before an appointment can be made. MEDICAL EXAMINATION Successful candidates will be required to complete an Occupational Health questionnaire, and may be required to undergo a medical examination. ESSENTIAL CERTIFICATES Short-listed candidates will be asked to bring to, proof of qualifications as outlined on the Job Description and Person Specification provided. Upon appointment, copies of essential certificates will be required by HRM Services. PENSION SCHEME The University operates two pension schemes for support staff: The default scheme is the Higher Education Defined Contribution Scheme (HEDCS), which is administered by Friends Life. The Cheshire Local Government Pension Scheme, to which the University is an admitted body. All support staff are entitled to participate in one of these schemes. Some staff will be automatically enrolled into a scheme, depending on their age and earnings, but if they do not wish to remain a member of the scheme, they will be entitled to opt out after enrolment.

9 EQUAL OPPORTUNITIES The University has a policy of equal opportunity aimed at treating all applicants for employment fairly. SMOKING POLICY The University operates a No-Smoking policy. PROBATIONARY PERIOD A nine month probationary period applies to all University posts. CLOSING DATE Candidates should apply for this vacancy via our online recruitment website ( by Monday 24th November 2014 quoting reference number HR14098

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