P2:The Framework for Student Engagement
2018/19
Module Level Programme Level
Faculty Level University Level Students’ Union
Module Level 3
The Student Evaluation of Module Survey (SEMs) Every student has the opportunity to feedback anonymously at a module level via the completion of a short module evaluation questionnaire (SEM). SEM surveys are on Moodle and designed to be completed mid-module normally week 3 and again at the end of a module. The survey asks questions about the teaching and assessment of the module, resources and the general learning experience. This is valuable feedback as it allows academic teams to be able to check students’ understanding of the delivery schedule and assessment criteria. Once the survey is completed, the academic team have instant analysis – on an anonymous basis. After the results are received, course teams open up the online SEMs in a session with the students and discuss the feedback and discuss any common issues. This can have an immediate impact; it is completed online and analysed by a survey package so it is all anonymous. What happens to the information? Associate Deans of Faculties monitor SEM uptake and Programme Leaders report on the outcome of the SEM surveys as part of their annual programme monitoring reports. These annual reports review what has worked well on the programme and what actions can be taken to address any common points of dissatisfaction. The feedback is then considered at Faculty Boards so that any changes that are required can be discussed and the Dean of Faculty is aware.
Programme Level 5
Tell Glyn Online Feedback Tool Tell Glyn is an online feedback tool for students and course reps that has been developed by the Students’ Union. The tool captures feedback which is sent immediately to the relevant individuals / departments. All staff should encourage students to use this tool in order to identify issues as they occur. Link: https://tellglyn.co.uk/ Students can use Tell Glyn anonymously or can give contact details to receive a response.
Programme Level Feedback (e.g. module experience, teaching, assessment, feedback, induction, programme organisation and management, NSS results, personal tutoring etc) If a student uses Tell Glyn to give feedback about their programme, this is sent directly to the Course Representative for that programme to be raised and addressed via the Student Voice Forum (SVF). Course Representatives can also use the tool when liaising with students as a way to log feedback.
The Students’ Union will receive a copy of all feedback submitted via Tell Glyn. If for any reason course reps are unable to attend an SVF, the Students’ Union will be able to present a copy of the student feedback, upon request, in order to continue with the meeting. Chart 1: Programme Level feedback using Tell Glyn
Operational Feedback e.g. Wi-Fi, I.T, Study Skills Support, Catering, SU, Library, Campus and Estates, Sports Centre etc (to note operational feedback does not apply to partner delivery sites) It can be difficult for academic staff to respond to operational feedback at SVFs. Tell Glyn is intended to capture feedback about operational issues outside the SVFs and the added benefit is that students receive a direct response from the relevant department. Students select the department to which they wish to give feedback, the information is sent directly to the relevant department who will then be able to respond directly to the student. For operational matters brought up at Student Voice Forums, staff are encouraged to ask students to use Tell Glyn in order to receive a direct response. The Students’ Union contact students (from random Tell Glyn entries) to ensure they are receiving direct responses. Through Tell Glyn, students are encouraged to contact the Students’ Union if they do not receive a response or are not happy with their response.
What happens to the feedback? Tell Glyn feedback features in operational departments’ monitoring and evaluation process. Changes as a direct result of this feedback feature as part of the ‘What’s New WGU’ section of the Students’ Union website and on SVF agendas. Chart 2: Operational feedback using Tell Glyn:
Course Representative System The course representative system, developed by WGSU in partnership with WGU, ensures that every student is represented and/or has the opportunity to feedback at programme level. Course reps play a key role in gathering the views of students which can influence improvements at programme and University level and are supported by training. For course representatives located at partner providers online training is provided.
The number of course representatives elected varies depending on the size of the cohort. The decision of how many course representatives should be elected must be made by the student body. Electing Course Reps •
Course reps must be democratically elected by students and must not be selected by members of staff. Programme Leaders should ensure that elections take place and are publicised to the student body.
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There are many ways an election can take place and this is decided on by the student body. WGSU will facilitate elections where necessary.
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Once course representatives are elected, their contact details should be sent to coursereps@glyndwr.ac.uk before or on the date specified by WGSU.
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Returning students will have the opportunity to elect their course representative for the following year at the end of the academic year. Again, contact details of those reps should be sent to coursereps@glyndwr.ac.uk before or on the date specified by WGSU.
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Programme Leaders must ensure that the details of the elected course rep are publicised on the course Moodle page.
Training and Support for Course Reps The Students’ Union manages the course representative database and is responsible for providing training to course representatives. A number of training sessions are held across all Wrexham Glyndŵr University campuses. Emphasis is placed on course reps attending the in-person sessions, however there is an opportunity for representatives to complete online training. The details about online training are made available on the WGSU’s website. In addition, there is an opportunity for course reps based at Wrexham Glyndŵr University campuses to receive further training at WGSU’s annual Course Rep Conference. Support for all course reps during the year is provided by the Students’ Union and Programme Leaders. Further training is offered to course representatives based at Wrexham Glyndŵr University campuses through the delivery of an extra 20 credit module in Advocacy. This award winning module enhances students’ skills during their time in their role and is based around WGU’s course representative system.
Wrexham Glyndŵr Students’ Union won the NUS Education Award 2017 for the course representative system and the innovative Advocacy module.
Responsibilities within the Course Representative System
Course Representatives
Programme Team
• Attend course rep training delivered by WGSU or undertake on-line training • Ensure regular communication with other students to gather feedback • Encourage other students to use Tell Glyn – the online feedback tool • Attend Student Voice Forums (SVFs) and share the feedback gathered, including Tell Glyn feedback • To ensure the feedback cycle is closed and students are aware of any outcomes of SVFs • Talk to staff about what works well, what might need changing and ideas relating to your course • Work in partnership with the programme team to create solutions and share ideas to enhance the student experience • Where possible to liaise with and feedback to the Faculty Rep
• Ensure course rep elections take place • Ensure WGSU receive course rep details by the deadline • Ensure students are aware of the course representative system and who their course representative/s are. This includes promoting other mechanisms for feedback such as Tell Glyn • Ensure the dates, times & venues of SVF meetings are published at the beginning of the academic year and that students are made aware • To work in partnership with course representatives to act on feedback and in informing students of any outcomes from SVFs and ensuring that the feedback cycle is closed
Student Voice Forums (SVFs) Student Voice Forums are normally held once a semester and provide opportunities for: •
Students to feedback to staff about their programme and overall student experience
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Reviewing the current programme(s) to inform change and enhancement
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Students to feed ‘the Student Voice’ into the university’s strategic decisionmaking
Agendas are created in partnership between Programme Leaders and Course Representatives and should primarily focus on academic issues identified by the student body (usually via Course Representatives), and staff must endeavour to ensure that the SVF provides a forum to which all students feel able to contribute openly. Students and course representatives based at Wrexham Glyndŵr University campuses who give feedback at SVFs on operational matters will be encouraged to use Tell Glyn so that they can receive a direct response from the relevant department, thus closing the feedback cycle.
Membership of SVFs •
All course representatives associated with the course
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Programme and Module leaders associated with the course
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Every student can attend SVFs and it is the responsibility of Programme Leaders and course representatives to publicise the details of the meetings through Moodle, or alternative mechanisms at partner delivery sites
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The Faculty Dean and Associate Deans can attend, or equivalent roles at partner delivery sites.
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A member of the Students’ Union is invited to attend to support course representatives, this only applies to SVF meetings held at Wrexham Glyndŵr University campuses
The meeting is never chaired by anyone from the programme team – this is to ensure independence. For partner providers the meeting should be chaired by the WGU designated Academic Link, either in person or remotely. SVFs should have clear reporting lines and a transparent system to identify relevant staff members who are responsible for progressing any actions and ensuring the student body are made aware of any outcomes. Programme Teams are encouraged to set-up a specific area on Moodle, or alternative mechanisms at partner delivery sites, for providing SVF related information, including responses to feedback.
Reporting and Monitoring Student Feedback from SVFs The Representation and Democracy Co-ordinator at the Students’ Union creates an action matrix at the end of each semester identifying any actions that have not been closed down and any issues that have been raised generally. This is then received by the Faculty Boards and each of the Associate Deans for Learning and Teaching (or equivalent), and the case of partner providers, the Associate Deans for Enterprise, Partnerships and Employability, to ensure any outstanding actions are closed. The action matrix will also feature as part of the Students’ Union’s Student Voice report that is received by the University’s Learning and Teaching Quality Committee (LTQC), in terms of partner sites a separate report will be received by the University’s Academic Partnerships Committee, where at each committee trends can be identified, discussed and addressed. The full Student Voice report is also received by Academic Board and the Board of Governors.
Faculty Level 16
There is student representation, which takes into account feedback received from partner sites, at numerous levels of the Academic Faculties which includes: •
Student representation on Faculty Boards (1 Undergraduate student, 1 Postgraduate taught student and the Faculty rep)
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Student representation on Senior Management Team Meetings (Faculty Rep)
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Course Representatives
Faculty Rep Each Academic Faculty has an overarching Faculty Rep elected by the Wrexham Glyndŵr University campuses student body and supported by the Students’ Union. The Faculty Rep sits on the Students’ Union Council and is the link between the Faculty and the Students’ Union. The Faculty Rep has the opportunity to liaise with Wrexham Glyndŵr University campus Course Reps through the annual Course Rep Conference and gather feedback from Tell Glyn data available to them from the Students’ Union. Feedback given will be discussed at Faculty Boards and other Senior Management Team Meetings. Faculty reps have an important role in gathering the views of the wider student population, including considering views received from students located at partner sites.
Faculty Boards Faculty Boards deal specifically with academic quality and standards matters, with a reporting line to Academic Board via the Learning and Teaching Quality Committee and Academic Partnerships Committee. Faculty Boards have Student Representatives in their membership and meet three times per year (as a minimum). The Faculty Board will typically discuss issues such as: Student Voice Forums (SVF) conducted across all sites of delivery including closing down any actions and ensuring students are informed of actions taken as a result of the SVF meeting(s) Curriculum developments, programme developments including any collaborative delivery
It is important that students are invited to participate in Faculty Boards, and Faculty Deans ensure student representation is secured. It is recommended that a mix of undergraduate, postgraduate taught, full time and part time students are represented where practicable, with not more than 3 or 4 students attending each meeting. Students attending Faculty Boards are entitled to claim a nominal attendance/expense allowance for each meeting. To facilitate student and staff engagement Faculty Board meetings should take place on Wednesday afternoons, when minimal teaching is taking place. All efforts should be made to avoid scheduling Faculty Boards during the assessment board period.
University Level 20
The Student Charter The Student Charter, developed jointly by WGU and the Students' Union, sets out what the University and students can expect from each other as partners in a learning community. The charter is reviewed every year.
Student Representation on University Committees
WGU is committed to ensuring student representation in the membership of University committees. Students are represented via Students’ Union Sabbatical Officers and by Faculty and Course representatives at all level in our committee structure. Examples of committees on which students are represented include: •
The Board of Governors
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Faculty Boards
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Academic Board
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Learning and Teaching Quality Committee
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Research Committee
University project groups such as the NSS Working Group, the Sustainability Action Working Group and the Academic Development Team: Transforming Assessment
Annually the University reviews membership and liaises with the Students’ Union to fill any vacant student places available on University committees.
The Students’ Union works to ensure that a diverse range of students are represented on University committees, including undergraduate and postgraduate; full time and part time. Sabbatical officers also contribute to the development of academic policy via membership of working groups and committees. There are some committees where personal information may be shared, for example academic misconduct hearings or complaint hearings. In these cases, the student voice is represented by the Students’ Union Sabbatical Officers, such as the Students’ Union President or Vice President.
The University recognises that it can sometimes be challenging for students to speak out in formal committees, particular in the early stages of involvement. The University works in partnership with WGSU to deliver training for students on University committees to ensure students are supported and effective in carrying out the role. This can be organised in a group setting or in a one-to one format. The committee’s chair is also able to offer support to students in carrying out their role. The Representation and Democracy Co-ordinator (within the Students’ Union) provides ongoing training to the Student Representatives and acts as a key point of contact. It is required that all matters raised by student representatives at the relevant committee must be given proper consideration and duly minuted. Where an action cannot be implemented, the reasons should be explained and minuted.
External and Internal Institution-wide Surveys National Student Survey Eligible students can provide feedback via a number of nationally recognised, institution-wide surveys including the National Student Survey (NSS) which is for final year undergraduates. The NSS survey is independent of the University and answers remain anonymous. Participation in the survey is an opportunity for students to voice opinions about their course, including what students liked and what could be improved. All eligible students are encouraged to participate and share their honest opinion. The questions in the NSS relate to the following aspects of the student learning experience: • Teaching on my Course
• Learning Resources
• Learning Opportunities
• Learning Community
• Assessment and Feedback
• Student Voice
• Academic Support
• Overall Satisfaction
• Organisation and Management
External and Internal Institution-wide Surveys Destination of Leavers from Higher Education Survey The University also engages with the Destination of Leavers from Higher Education Survey (DLHE). The survey asks eligible students who have recently gained a qualification at WGU about the work and /or further study they are doing shortly after graduation. The information is useful to advise current students about the opportunities that might be available to them and to see trends in graduate employment. The University widely promotes these surveys and opportunities to get engaged.
External and Internal Institution-wide Surveys Destination of Leavers from Higher Education Survey What happens to the information received?
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The feedback is analysed on a University-wide level and also at Faculty and programme level
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The feedback is discussed at the Board of Governors, the Vice-Chancellor’s Board, Academic Board and Learning and Teaching Quality Committee (with student representation). The aim is to use the data to enhance the student learning experience by identifying great practice and areas for development.
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Academic Faculties also have NSS focus groups involving students to shape action plans where concerns are identified to encourage positive changes and to enhance the student experience. Students also have the opportunity to feed into the action plans through Student Voice Forums. The NSS Working Group (co-chaired by the SU President and the Deputy Vice-Chancellor) oversees the action plans and monitor progress against actions at each monthly meeting
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The data is also reviewed by Programme Leaders when they prepare their programme annual monitoring report
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The data about student views and feedback from national surveys is available to prospective applicants via the Unistats website.
External and Internal Institution-wide Surveys There are also other internal student questionnaires that are devised by Faculties and / or support departments to gather feedback on specific issues. For example, in June 2017, the University developed an online survey for research students. The survey explored the student experience of supervision; support and training; and the research environment. Comparison can be made with UK-wide responses to the Postgraduate Research Experience Survey (PRES). The results contributed to the development of the 2017/18 Research development programme and were discussed at Research Committee. The survey led to the researcher development programme trialling a semester of ‘writing workshops’ for PhD students.
Engaging in Audits and Institutional Inspection WGU is committed to encourage and support student participation in external and internal reviews. Quality Enhancement Review The Quality Assurance Agency (QAA) review the standards, quality, and course information published by all UK Universities. Every six years, a University will be reviewed by the QAA to ensure it meets the required expectations, as set out the UK Quality Code. QAA also review how well Universities embed initiatives to continually improve the student learning experience (often referred to as ‘enhancement’). WGU’s next Quality Enhancement Review will take place in 2019. The views and interests of students are represented on the planning group by the Students’ Union Representation and Democracy Co-ordinator. The Quality Enhancement Review will offer many opportunities for student participation: the Students’ Union will work with the University to identify a lead student representative who will develop a student submission to share students’ views and feedback. Students will be asked to meet with the QAA reviewers in person, this may also include students studying at partner sites, during the external review to share their experience and views of being a student at WGU. Also, one member of the review team will be a student (independent of WGU).
Professional, Statutory and Regulatory Bodies (PSRBs) Many Faculties have links with the professional and/or statutory body for their subject area, such as the Nursing and Midwifery Council. These professional and/or statutory bodies may approve, accredit or recognise relevant University programmes. PSRBs may be involved in the validation or re-validation of a programme or may attend to review the programme independently and students are often invited to share their views and feedback.
Engaging in the Design & Review of Programmes - Student Reviewers on Validation Panels, Periodic Reviews & Re-validation Panels
Students at WGU have the opportunity to be involved in quality enhancement and assurance processes. •
Validation refers to the scrutiny process which all new programmes go through before being approved. This is important to ensure that the academic standards and quality of a new programme are suitable and that students will have the best possible opportunity to learn.
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Periodic review and re-validation is when existing courses are reviewed and redesigned.
Student representation is sought for all such events. The University actively recruits Student Reviewers during Freshers’ Week with the support of the Students’ Union. All Student Reviewers are supported with training from the Academic Quality Team. The Student Reviewer is a full member of the Panel and is supported by the Officer to the Panel and the Chairperson. If it is a periodic review and revalidation, the feedback of students is also captured via the National Student Survey results which are reviewed to check what is working well and areas for enhancement. Also, a representative group of current students and recent graduates will meet with the Panel to give their feedback on the course, this includes panel events held at partner delivery sites. The Panel will ask questions for example about topics such as assessment and feedback.
Engaging in the Design & Review of Programmes - Student Reviewers on Validation Panels, Periodic Reviews & Re-validation Panels Benefits to WGU
Benefits to Students
Student feedback helps to improve how current and future students are supported and programmes are organised and managed.
Gives students experience of how WGU’s degree programmes are designed and approved.
It helps to ensure students are at the heart of decisions and that the student experience continues to be enhanced.
Gain transferable skills including: engaging with complex ideas, oral communication, decision-making and working in teams which enhances the CV
Responsibilities of Student Reviewers • Attend the training session arranged by the Academic Quality Team • Review the documentation ahead of the event
• Attend the event as arranged • Engage with discussions with the programme under review • Read the draft report after the event and provide feedback as appropriate
If a student is interested in getting involved email quality@glyndwr.ac.uk for more information.
Complaints and Feedback WGU is committed to early resolution before issues escalate to become a complaint. In terms of partner providers students should follow the partner complaints procedure in the first instance, once the partner process is completed, students at partner providers have the right to refer the complaint for consideration by WGU if they remain dissatisfied.
In many cases problems or misunderstandings can be dealt with informally through discussion between staff and students, for example through Student Voice Fora or through the student representation system. In other instances, it may be appropriate to pursue the matter in a more formal way. There is a strong focus across the University to ensure early actions help ensure students feel supported and that their student experience is a positive one. In all instances, students should be encouraged to seek impartial support and advice from the Students’ Union. WGU’s Student Complaints Procedure has three stages, a local stage, an investigation stage and a review stage. The procedure is implemented fairly, sensitively and impartially with emphasis on resolving the complaint informally whenever possible. The procedure can be found on Moodle under ‘Regulations and Policies’: https://moodle.glyndwr.ac.uk/course/view.php?id=28
Complaints and Feedback Complaints are analysed for trends by the Deputy Academic Registrar and reports are shared on an annual basis with Academic Board and the Board of Governors. This provides statistical and comparative data and comments on the effectiveness of the procedure and makes recommendations in respect of good practice and improvements to the student experience. This ensures that the student voice is heard at a senior level and that the University is continually improving and learning from complaints and compliments. If any student wishes to make a complaint the contact email address is: complaints@glyndwr.ac.uk
Wrexham Glyndwr Students’ Union The University is committed to working in partnership with the Students’ Union to ensure there is effective student representation across the institution and at partner providers. There are a number of ways in which students can share feedback and shape the way in which their Students’ Union operates. Student Council is a Students’ Union Committee that sets Union policy and holds the sabbatical officers (President and Vice-President) to account. The membership consists of 15 elected part-time campaign officers. These officers are current students who undertake the role on a voluntary basis. They debate and vote on policy which shapes the work of the sabbatical officers for the academic year. This includes what issues the sabbatical officers should be addressing with the University to improve the student experience. University departments can attend Student Council to gather feedback about their service. WGSU sabbatical and Campaign officers also gather feedback through a variety of mechanisms that feed into University committees.
1. 2018-19 Key Actions
1. 2018-19 Key Actions
1. 2018-19 Key Actions