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Simon Wright Chair of AMOSSHE

Professionalising Support Services: A perspective on the challenges and developments for central university services. Simon Wright Chair of AMOSSHE. Simon Wright – background. 1995 Cardiff University Graduate – Law & Sociology 1995–97 Cardiff University Students Union

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Simon Wright Chair of AMOSSHE

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  1. Professionalising Support Services: A perspective on the challenges and developments for central university services Simon WrightChair of AMOSSHE

  2. Simon Wright – background • 1995 Cardiff University Graduate – Law & Sociology • 1995–97 Cardiff University Students Union • Education & Welfare Officer / Academic Affairs Officer • 1996-97 National Committee of Inquiry into Higher Education (Dearing review) • 1997-98 Volunteering UK, National Development Officer • 1998-2000 Mencap, Campaigns Officer

  3. Simon Wright – background • 2000–03 Universities UK • 2000–01Higher Education Wales, Assembly Officer • 2001-03 Universities UK, Campaigns Officer • Since 2004 Swansea University, Director of Student Services • 2005–10 AMOSSHE - the student services organisation • 2005-08 Executive Committee Member • 2008-10 Chair

  4. AMOSSHE • Membership 147 HEIs – Heads / Directors of Student Services • Elected board of 12 – on top of busy day jobs! • National Office – In 2009 London Office & recruiting Policy & Public Affairs Manager + Administrator • Promotes student well-being, retention, progression and achievement • Unique strength - the knowledge, experience and skills of members • Annual conference, CPD events, website, disseminate best practice

  5. AMOSSHE Increasingly influential Represent, promote and engage • Government - DIUS • Input to DIUS National Student Forum response • HE Debate / Community Cohesion • Funding bodies • HEFCE input to The sustainability of learning and teaching in English higher education • Sector bodies – UUK, Guild HE, NUS, ECU, Skill, LFHE etc • Professional associations - Counselling, Careers, Disability

  6. HEContext - Global • Economic recession – pressure on public finances • Cap on student numbers • Possible tuition fee increases • Increasing and significant competition – India / China • Security – increasingly important for students & Government • Global citizens – increasing need for an international experience • Contemporary issues are global – curriculum developments / marketing opportunities

  7. HEContext - UK Increases in…. • Sector fragmentation – Russell Group / 94 Group • In a decade will there be a recognisable and coherent sector? (Sir Professor David Watson) • Fees (2009-10 review) • Expectations, demands & complaints – students and parents • Non-academic opportunities – key differentiator between students groups and HEIs

  8. Context - Students • Less traditional A level cohort – demographic time-bomb • More work-based learning – Leitch agenda • More part-time • More to balance – finance, family, work & study Context - technology • Digital natives & digital immigrants – more to follow

  9. Models of Central Services Historical • Administrative deficit model • last port of call for student problems • Students ‘dealt with’ & processed according to administrative systems and convenience • Integrated customer care model • one stop shop support services – partial integration • students placed at the centre of service delivery • recognition of cost effective central expertise • (See Student Services: Effective approaches to retaining students in higher educationUniversities UK 2002: http://www.universitiesuk.ac.uk/Publications/Pages/Publication-184.aspx)

  10. Models of Central Services Current • Professional support services model • Full integration of student facing functions • Single point(s) of contact for students • Physical & virtual front line help desk • Customer Relations Management (CRM) system • More holistic, personalised & responsive • Proactive, intelligence & evidenced based interventions

  11. Models of Central Services Current • Professional support services model • Increasing influence in student learning • Study skills support • Peer mentoring • Engaged in the broader student experience • 1st year experience / transition support • Healthy universities / civic responsibility / Life-wide learning • Student Services today are a precursor to student learning Students don’t learn if they are in crisis – financial, emotional, academic, regulatory

  12. Customer experience • In groups describe an example of either the worst or best customer care you have experienced • Describe the characteristics of that experience: • your treatment • the attitude • how did you feel • Choose an example from the group - feedback to full group • Remember the characteristics

  13. Customer experience in HE Customers / co-creators / investors • The world of customer care applies Student Experience & Expectations - Why only expectations? • Should we not be seeking to engage with hopes, aspirations and fears? • More powerful emotional dimension

  14. Customer experience in HE A possible model – Student Transactions • Student Life cycle • Transitions – e.g. arrival weekend / enrolment • Transactions • Identify the hopes aspirations and fears of each transaction • Review & develop responses

  15. Some challenges…. Demonstrating impact & value • Economic pressures increase the need for value and impact measures: • From HEIs to Government • From Central Services to HEI management • Student Services impact and value for Government: • Widening participation – support services / OFFA arrangements • Equality legislation – ensuring compliance especially DDA – positive economic impact of graduates with disabilities in work • Citizenship – chaplaincy, interfaith and community cohesion

  16. Some challenges…. Demonstrating impact & value • Student Services impact and value for Government: • Retention a core function of support services and crucial to government with respect to: • increasing levels of unemployment • rising welfare benefit costs • consequential social division and decreasing community cohesion • Employability - graduates in work: • contribute to economic revival • repay student loan as opposed to claiming benefits • spend money in the economy

  17. Some challenges…. Demonstrating impact & value • Student Services impact and value for HEIs: • Retention and fee value • With a cap on numbers – every student counts….

  18. Some challenges…. The Digital Natives are here! • 18year olds have never known a world without the internet • Time shifters become information shifters • Time poor but network rich • Learning and support tools lagging behind lifestyle tools • Professional v Public ownership of information, advice and guidance • The dangers of IT Dad Dancing Taken from Making virtual out of necessity, Brian Hipkin, Director of Student Services, and Sarah Frame, Head of the School of Distance and E-Learning, University of East London. AMOSSHE Conference 2008

  19. Some challenges…. • The New Student Mindset • Computers aren't technology Internet is better than TV • Reality is no longer real Doing is more important than knowing • Multitasking is a way of life Typing is preferred to handwriting • Staying connected is essential There is zero tolerance for delays • Consumer and creator are blurring Leaning more closely resembles Nintendo than logic Taken from Making virtual out of necessity, Brian Hipkin, Director of Student Services, and Sarah Frame, Head of the School of Distance and E-Learning, University of East London. AMOSSHE Conference 2008

  20. Some challenges…. • Social Networking - Internet’s fastest growing phenomenon • 60m members; $15bn • 100m members; 240k daily • 75% UK 11-14yr olds use Bebo • 2744 uploads in 1 minute • 10hrs video uploaded every min • Presents a major challenge for HE - Why/when/how should we adopt social networking tools as part of learning and support? Taken from Making virtual out of necessity, Brian Hipkin, Director of Student Services, and Sarah Frame, Head of the School of Distance and E-Learning, University of East London. AMOSSHE Conference 2008

  21. Some challenges…. • e-mail  – texting  - The Power of texts • Students don’t use University e-mail • E-mail address will become a password • Texts are the preferred means of networking • 98% mobile ownership • Inverse relationship between income and high spec phones. • The text as a portal - convert to TinyURL!™ Taken from Making virtual out of necessity, Brian Hipkin, Director of Student Services, and Sarah Frame, Head of the School of Distance and E-Learning, University of East London. AMOSSHE Conference 2008

  22. To think about….. http://uk.youtube.com/watch?v=dGCJ46vyR9o&feature=related Taken from Making virtual out of necessity, Brian Hipkin, Director of Student Services, and Sarah Frame, Head of the School of Distance and E-Learning, University of East London. AMOSSHE Conference 2008

  23. Thank you for listening

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