General advice on supporting students It is impossible to plan a response to every scenario an SVLO may encounter when supporting a student, but here are some key tips to remember: •
Listen and inform Regardless of what issue the student comes to you about, it is important that you listen to their concerns whilst avoiding any assumptions or being judgmental. The key is to inform students of their options and empower them to take control of their decisions and actions.
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Remember boundaries You should remember that the student is talking to you in your professional capacity as a member of University staff. You are not expected to, nor should you, deal with serious situations on your own, act as a counsellor for the student, or become personally involved. If you feel the issue goes beyond what you can help with, then be honest with the student and refer them to the SVLO Operations team explaining how they may be in a better position to help.
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If you are a member of the Students’ Union staff but are part of the SVLO Team you must make this clear to any students that you work with.
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Data protection It is important to remember that students have a right to request their data, including any notes that you write down.
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Confidentiality Our service is confidential; however there are rare exceptions where confidentiality will not apply as we always act in the best interests of the student. For more information on confidentiality you can read our Privacy Statement. There is a link to our Privacy Statement in the Student Statement and Action Plan but you should make the student aware of the statement. The student will be directed to the Privacy Statement in the confirmation of appointment booking email.
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Contact out of hours - This advice does not indicate that you are expected to monitor your emails regarding SVLO cases out of hours and we do not encourage conversations out of hours.
We understand there are times you may see an email that is concerning. If you feel you should respond, then encourage the student to contact Student Services during opening hours. You may also want to signpost the student to our self-help pages 4
