Processes Case Management Triage and appointment booking •
When a student is referred to the SVLO service they will be initially assessed for any emergency risk by the SVLO service team.
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If the team identify an immediate risk or there is an emergency a student will be referred into a Student Services Duty appointment or emergency services will be called where appropriate
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If there is no immediate risk or emergency the team will liaise with the student to book them an appointment with an SVLO if required
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The triaging officer will log the case on the service log and will open a case file in the SVLOs locked channel
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The student will be offered information on SVLOs and where possible their preferences (e.g SVLO, location, time) will be met
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If we cannot meet their preference (e.g. Warrington based SVLO) they will be offered an alternative, but this may mean they have to have an SVLO appointment via Teams or telephone
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If the student has requested a face-to-face appointment an appropriate confidential space will be booked and details will be provided in the appointment booking email
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The triaging officer will book an SLVO appointment by sending an email to the student and cc-ing you in. A template booking email giving information on the booking will be used (see Appendix B)
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A copy of the booking email will be saved in the student’s case file
SVLO Initial Appointment •
You will meet with the student at the time and place arranged (face-to-face, via Teams or on the phone). If the student has requested a Teams meeting you will need to call the student at the appointment time on Teams. If the student does not attend/respond please make one further attempt to contact them. If they still do not respond please inform the on-duty member of the service team.
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You must inform the student of the confidentiality and limits of confidentiality
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The SVLO will use the Student Statement and Action Plan (see Appendix C) to undertake the SVLO appointment
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If the student wishes you to refer them into another service, either internal or external, during the meeting you can assist them during your duty slot
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You must securely store the Student Statement and Action Plan in the student’s case file
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You must then email a copy of the Student Statement and Action Plan to the student using the email template for this purpose (see Appendix D)
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Please remember to follow the Student Statement Action Plan and check off all sections to ensure that all procedures are followed 7
