When To Refer

A guide for University staff helping

students access support
2017-18

Library &
Student Services
Contents
Introduction 3

When a student needs help with a finance enquiry 4

When a student is upset or in distress 5

When a student has a disability, dyslexia or long 7

term medical condition

When a student has a communicable or notifiable 8

disease

When a student has a question in relation to 10

religion or faith

When a student reports discrimination, bullying, 11

victimisation or harassment

When a student is a victim of crime 12

When you think a student is susceptible to 14

radicalisation

When there are questions or concerns about 16

international students and visas

When an international student would like some 17

support with homesickness

When a student is considering a course transfer, 18

interruption or withdrawal

When a student has died 19

 Introduction
This guide provides information for University staff about a range of
situations when a student might be in need of support. It offers suggested
approaches that staff can take to identify and respond to students who are
disclosing their concerns and it provides information about the support
that can be provided by the University.

Staff seeking to refer students to Library & Student Services can make
contact with the Gateway Advisers at each campus Library either in person
at the Gateway desk, by phone or by email. Staff can also signpost
students to contact the Gateway directly.

Gateway Advisers can talk to staff about our wide range of services. They
can also make appointments for students with specialist LSS staff and
signpost enquirers to sources of internal and external support. If you or
one of your students wish to talk to an Adviser away from the Gateway
desk, consultation rooms are available on each site.

We hope you find this guide helpful and would welcome feedback on its
usefulness and invite your suggestions for the next edition.

Library & Student Services

Contacting Gateway

Canterbury Epsom
01227 817314 01372 202461
gatewaycanterbury@uca.ac.uk gatewayepsom@uca.ac.uk

Farnham Rochester
01252 892709 01634 888734
gatewayfarnham@uca.ac.uk gatewayrochester@uca.ac.uk

Special thanks to Northumbria University for granting permission to adapt

this document.

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When a student needs help with a
finance enquiry
What should you look out for?

Money worries are likely to impact on a student’s ability to study. Students

experiencing financial difficulties may:

Be distracted or worried.
Have poor attendance or changes in their performance.
Not be fully engaged with the course.
Talk about leaving University.

What should you do?

If a student or applicant is seeking general information about a finance

issue, direct them to the following webpages as appropriate:

UCA fees, finance and discretionary funds information:

uca.ac.uk/life-at-uca/fees
Budgeting and money management: uca.ac.uk/student-
services/advice/money-doctors-tips-tools-and-advice
Student Finance England: gov.uk/student-finance

Rules and regulations around student finance and hardships funds change
regularly, so please be wary about giving any advice in this area. If a
student or applicant would like advice about their individual
circumstances, please refer them to the Specialist Adviser. Specialist
Advisers can be contacted through the Gateway at your campus.

What happens next?

The Specialist Advisers can advise on a wide range of issues and with the
student’s consent can liaise with external organisations such as Student
Finance England on their behalf. They can also advise on eligibility for the
University’s hardship funds.

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 When a student is upset or in distress
If a student is upset by anything, the best thing to do is to offer them a bit
of your time to listen and let them talk through the problem. It’s likely the
student has come to you because they know and trust you. Sending them
away to speak to a counsellor or other professional might not be what the
student needs – having someone they know offer a listening ear can stop a
problem from getting worse before it starts.

If a student is clearly in distress – crying uncontrollably, having a panic

attack, or unable to speak – reassure them and try to give them some
space and time to breathe and relax.

If you are extremely concerned then it would be best to contact a First

Aider on your campus. If the student is clearly in danger to themselves or
others, including self-harming or threatening suicide, contact 999 and treat
it as an emergency issue.

If a student is able to speak and engage but is still very upset, explore if
there is anyone they know who they can talk to who they trust, like a family
member or friend.

You could also consider signposting a student to other services such as:

Samaritans: samaritans.org Nightline: nightline.org.uk

You can also refer them to the Gateway to speak to an Adviser. In the case
of a distressed student, it might be worthwhile to ring the Gateway Desk
on your campus beforehand rather than bring a student along in person, as
the student might find this embarrassing or disconcerting. The Gateway
team can advise you if there are any members of staff free to talk to the
student at that time. If not, they may be able to provide a private space
where the student could make contact with an emotional support service,
such as Samaritans.

At any time you can advise a student about the Counselling Service, which
is free to any UCA student. Students can find out more about counselling
from the Gateway Team or by looking online here:
uca.ac.uk/student-services/counselling
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What if a student declares they have a mental health condition?

If a student shares that they have a mental health condition, don’t panic!
Approximately 1 in 4 people at any given time have a mental health
condition. Having a mental health issue does not mean students are
unable to engage in their studies. It is important not to treat them
differently, and not to assume they require counselling. Check with the
student whether they have declared that they have a mental health
condition formally to the University or not, and whether they are
engaged with Learning Support. If the student has an ongoing condition
they may be entitled to further support, but this will depend on their
individual circumstances. Make a note of your discussion with the
student.

Students can be signposted to the Gateway on their campus in order to

arrange an appointment with a Learning Support Manager.

What if I’m concerned about a student’s general wellbeing?

If you are concerned about a student’s general wellbeing (for example,

complex personal problems or significant and ongoing welfare issues) it
is best that you document any interactions you have with the student.
Some students might simply need some practical advice or information
whereas others might need a more robust response.

At any time you can signpost students to the Gateway for general
information, and an Adviser can give information about appropriate
services.

You may find it useful to speak to the student and discuss if a Wellbeing
Plan would be useful to implement. A Wellbeing Plan is a document that
staff can use to document concerns and agree with the student how to
work together.

If there are ongoing issues that are unclear how to resolve, you can
speak to a designated Library & Student Services manager about
whether the student would benefit from engaging in the Support to
Study Procedure.

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 When a student has a disability, dyslexia
or long term medical condition
What should you look out for?

Look out for students who are struggling with the written element of the
course, or find it difficult to follow/remember instructions. Is the student
easily distracted, often late and has poor time management? Is the content
of the work good but the presentation brings down the mark, frustrating
the student?

What should you do?

At this point you could consider signposting the student to contact the
Learning Support Manager. The Learning Support Manager can offer
advice on any additional support that might be available and how to access
it. We also offer dyslexia screenings to see whether the student would
benefit from a formal diagnosis.

If a student approaches you stating that they have dyslexia or any medical
condition that might affect their studies, you need to ask if they are
receiving support from the Learning Support Manager or the Dyslexia
Adviser. Students with conditions such as dyslexia, Aspergers syndrome,
autism and long term medical conditions can apply for Disabled Students
Allowance and if successful, additional support such as an external
specialist tutor/mentoring and software can be accessed. A Learning
Support Agreement will have been sent to the Course Leader informing
them of the student’s difficulties so it is important to check to see if one is
in place. Is the student accessing the support allocated?

You can also refer the student to the Gateway in the Library. Gateway staff
hold the diaries for the above members of staff and can arrange a suitable
appointment.

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When a student has a communicable or
notifiable disease
What should you look out for?

You may receive a report either directly or indirectly that a student has
been diagnosed or is being tested for a communicable or notifiable
disease. Alternatively, students may come to you complaining that they are
feeling ill with symptoms of a communicable or notifiable disease.

Reportable diseases include:

Meningococcal Disease Rubella
Tuberculosis (TB) Hepatitis A
Whooping Cough Hepatitis B
Diphtheria Hepatitis C
Measles Hepatitis D
Mumps

A full and current list of notifiable diseases can be accessed via:

gov.uk/guidance/notifiable-diseases-and-causative-organisms-how-
to-report

What should you do?

Check the student is receiving appropriate medical attention. For some

conditions this could mean advising them to go directly to their GP or
Accident and Emergency or equivalent. If an ambulance is called to the
campus, ensure your Campus Reception is notified. Report the case to the
Campus Responsible Health & Safety Person (HSRP) or your Line
Manager. It is helpful to have all known information to hand when
reporting. This should include:

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 Student name, contact number and ID number.
Suspected or diagnosed condition.
Student’s current whereabouts.
Where a student has already received a diagnosis and which part
of the NHS they have engaged with.

What happens next?

This will depend on the nature of the disease and the outbreak.
Information on how individual diseases will be dealt with is available
within the University’s Communicable Diseases Policy, which is located at:
webdocs.ucreative.ac.uk/CommunicableDiseasePolicy
_2016-1474461720002.pdf

9
When a student has a question in relation
to religion or faith
For many students higher education can be a period of self-discovery.
Many students may become aware of new ideas or world views which can
affect their existing ideas in relation to faith or religion. As a University we
must be aware of our responsibility to students in relation to the
practicalities of faith observance and be prepared to make reasonable
adjustments where appropriate.

Faith or religion is a protected characteristic under the 2010 Equality Act.

It is important therefore that we do not exclude any student on the basis of
faith. More than this however, we should aim to be inclusive of students of
all faiths, or none, as part of our regular working practice.

If a student is requesting alterations to course content such as timetabling,

assessments or coursework on the grounds of faith, then any adjustments
that can be reasonably made should be carried out at course level. For
more complex issues, the student should be advised to contact the
Learning Development Tutor on their campus who will assist the student in
liaison with the course. Learning Development Tutors can be contacted
through the Gateway at your campus.

Students seeking information about local worship centres should be

directed to the Library & Student Services web pages here:
uca.ac.uk/student-services

The Specialist Advisers are able to assist students in finding local places or
groups where a student can engage in faith observance and should be the
main route of referral should students have questions about local groups or
facilities in relation to faith.

Appointments with the Specialist Advisers can be made at the Gateway in

your campus Library.

Each campus has a designated room for prayer or contemplation. Please

contact the Estates team on your campus for more information.

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 When a student reports discrimination,
bullying, victimisation or harassment
What should you look out for?

Discriminatory behaviour, bullying, victimisation or harassment can

potentially have significant negative impacts on an individual, as well as
being morally and legally wrong.

The University is committed to equality and inclusion. Discriminatory

behaviour can be based on a number of characteristics and we treat all
cases of potential discrimination, bullying, victimisation or harassment
very seriously.

People being discriminated against often feel worried about coming

forward, so you should look out for signs of withdrawal, reduction in
academic performance and/or attendance, reduced interaction with a
group as a whole or particular individuals and avoidance of certain
situations.

What should you do?

If the student would like to talk to someone about their experience and
discuss their options, you should signpost the student to our Specialist
Adviser via the Gateway or contact one of the Bullying & Harassment
Advisers.

What happens next?

As well as offering support to the student, the Specialist Adviser/Bullying

& Harassment Adviser will be able to signpost the student to relevant
University procedures and/or the Students’ Union, as appropriate.

11
When a student is a victim of crime
What should you look out for?

A student might share with you the fact that they were a victim recently
and have not yet reported this to anyone, or they might tell you that they
are finding it difficult to cope with the after-effects of a crime that
happened some time ago. Even crimes experienced some time in the past
can have a significant effect on a student’s day-to-day life and studies.

What should you do?

First, identify whether the student has reported the crime and if not, help
them to decide whether to do so.

In most cases, when a person is a victim of crime, it is their decision as to

whether or not to report that crime. This can be a difficult decision. If a
student tells you about a crime they have experienced which they have not
reported, seek to ensure that the student has the support they need to
think through their next steps.

We suggest that you make sure that the student has the contact details for
the local Police Service. They can either ring 101 (or 999 in an emergency)
or go online:

Canterbury & Rochester: kent.police.uk/services/report-a-crime

Epsom & Farnham: surrey.police.uk/advice/victims-of-crime

Suggest to the student that they talk to the Specialist Adviser in Library &
Student Services. Appointments can be made via the Gateway in your
campus Library or by phone or email.

If you feel that a student’s experience of crime is having a significant effect

on their mental wellbeing, refer the student to the Gateway team or to the
support services pages of the University’s Counselling team:
uca.ac.uk/student-services/counselling

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 If the student would like to talk to someone about their experience, or
you feel it would be beneficial, refer the student to the Specialist Adviser
on your campus.

If you are contacted by the Police regarding a matter related to the

University, it would normally be appropriate for staff to inform their Head
of School/Department and for the Head to inform the VC’s office. If a
student alleges a crime has been comitted by another UCA student,
please refer the matter to the University Secretary.

What happens next?

This will depend on the circumstances of the case in question. The

University’s Estates teams, Gateway teams and Student Wardens have
experience of responding to incidents and liasing with the emergency
services. Referring students to the Specialist Adviser for ongoing support
will ensure that the student receives appropriate information and advice.
To coordinate our response to a serious allegation (for example, a safe-
guarding concern) or crime, the University may hold a case meeting to
agree a way forward.

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When you think a student is susceptible
to radicalisation
What should you look out for?

There is not a set pattern to radicalisation but it would be helpful to look

out for the following:

Noticeable changes in peer group or religious practices.

Sudden or increased isolation from family/social group.
Extremist political activism or the accessing, possession or
distribution of materials advocating extremist views.
An undertone of grievance or ‘them and us’ language/behaviour.
Increased emotional instability, and/or cultural/social anxiety.
Possession of suspicious items (large amounts of money, multiple
passports, possession of unusually large amounts of everyday
materials which could be used to make incendiary devices).

Whilst these behaviours may be indicative of radicalisation they may also

point to other support needs, therefore staff are expected to use their
judgement, to take account of the context in which any of the indicators
are displayed and to consult with a Designated Person as noted in the
University’s Safeguarding Policy.

Example indicators that an individual is capable of contributing directly or

indirectly to an act of terrorism include:

Having a history of violence.

Being criminally versatile and using criminal networks to support
extremist goals.
Having occupational skills that can enable acts of terrorism (such as
civil engineering, pharmacology or construction).
Having technical expertise that can be deployed (for example, IT
skills, knowledge of chemicals, military training or survival skills).

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 Staff guidelines and procedures for dealing with concerns that a student is
vulnerable to radicalisation form part of the University’s Safeguarding
Policy and this procedure should be followed when concerns are raised.

What should you do if you become concerned that a student is

susceptible to radicalisation?

If you are concerned about a student you should consult with the
Designated Person most accessible to you. They will take down the details
using the Prevent Channel Referral Form and where appropriate consult
with the Senior Designated Lead to decide whether there should be a
referral in to the ‘channel process’.

What should you do if you believe there to be an immediate threat to

the safety of the student, or that actions of that student may lead to
harm to members of the University community or the wider public?

You should seek advice from your nearest designated safeguarding lead
who will decide whether to contact the emergency services. Where
concerns also constitute a breach of the Rules for Student Conduct, then
the disciplinary procedure will be followed in parallel.

15
When there are questions or concerns
about international students and visas
Students may seek support with extending their current Visa or applying
for a Schengen Visa. They may require advice on inviting their family over
to the UK for events such as graduation. There may also be circumstances
where students or staff have concerns about a student’s compliance with
the conditions of their Visa, such as limits on paid or unpaid work, or the
need for some nationalities to register with local police forces.

What should I do when a student is looking for support extending their

current Visa, applying for a Schengen Visa or advice on inviting their
family over to the UK for events such as Graduation?

Students should be encouraged to make an appointment with the

Specialist Adviser who will be able to provide them with necessary
information or refer them to the relevant specialist support. Appointments
with Specialist Advisers can be made at the Gateway in the Library.

What should I do when I am concerned about the attendance of an

international student?

International students studying at UCA on a tier 4 Visa are expected to

maintain a high level of attendance as a condition of their Visa. Any
physical absence of over two sessions that is not reported by the student
and authorised by the course leader should be reported to the Immigration
Compliance Coordinator.

For more information on attendance monitoring and students

responsibilities please contact the Immigration Compliance Coordinator at
visaadvice@uca.ac.uk

Further Contacts for international student support and Visa compliance

Colin Beard, Immigration Compliance Co-ordinator

01252 892769 cbeard2@uca.ac.uk

John Whitehead, International Student Support Co-ordinator

01252 892766 jwhitehead4@uca.ac.uk
16
 When an international student would like
some support with homesickness
What should you look out for?

Settling into a new country and/or into university life can be a challenge for
some students. Separation from normal surroundings can result in
homesickness and culture shock.

Look out for students who are:

Struggling to integrate.
Having difficulty making friends.
Experiencing a disturbed sleeping pattern.
Feeling angry, nauseous, nervous or sad.
Feeling isolated, lonely or withdrawn.
Feeling overwhelmed, insecure, anxious or panicky.
Having feelings of low self-esteem or self-worth.
Lacking in concentration.
Lacking in appetite.
Failing to attend lectures and seminars.

What should you do?

Reassure students that experiencing culture shock is normal and can be a

positive learning experience. Understand that due to individual
experiences, differing sources of support may help.

Therefore, the most reliable advice is to encourage students to:

Contact Students’ Union representatives on campus.

Fully immerse themselves in the university experience: attend
orientation programmes and Health and Wellbeing events.
Join clubs and societies as a way of meeting like-minded people.
Visit places in their new town and get involved in local events, for
example gyms, reading, or walking clubs.
Alternatively, refer students to the Specialist Adviser through the
Gateway.
17
When a student is considering a course
transfer, interruption or withdrawal
What should you look out for?

Students may approach you to discuss the possibility of transferring to

another programme (changing course), interrupting their study (taking
time out), or withdrawing (leaving university before completion). Any of
these three action is classified as a ‘change of status’.

Students who are considering making such a change are required to

initiate their request by visiting the Campus Registry. This guarantees a
standardised, consistent approach for all students and provides referral
into academic advice and professional support services as appropriate.
The same process applies to students who are still considering their next
steps.

Whilst you can support students as they come to a decision about their
future, once they have decided to take that step, they must make a formal
request by completing a ‘Change of Status’ form available from the
Campus Registry.

What should you do?

Advise students to visit the Campus Registry and to give as much

information as they can, enabling the team to respond efficiently. Students
should continue to engage with the Campus Registry until their case is
completed.

Library & Student Services and course staff can offer support, and students
can contact the Specialist Adviser for their campus through the Gateway
for additional advice.

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 When a student has died
What should you do?

Any member of University staff who becomes aware of a student death on

or off the University premises should immediately contact the Executive
Dean responsible for the campus, or in their absence, Deputy Vice-
Chancellor.

Any member of staff who is notified about a student death is required to

inform the University and other staff members in line with the Student
Death Policy, which can be located at webdocs.ucreative.ac.uk/
1617_StudentDeathPolicy-1-1507219320020.pdf

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