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. • 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 • 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 • The triaging officer will log the case on the service log and will open a case file in the

SVLOs locked channel • The student will be offered information on SVLOs and where possible their preferences (e.g SVLO, location, time) will be met • 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 • 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 • 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) • 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. • You must inform the student of the confidentiality and limits of confidentiality • The SVLO will use the Student Statement and Action Plan (see Appendix C) to undertake the SVLO appointment • 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 • You must securely store the Student Statement and Action Plan in the student’s case file • 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) • Please remember to follow the Student Statement Action Plan and check off all sections to ensure that all procedures are followed

• If a student would like to go to the SARC the University can arrange a taxi if necessary.

SVLOs should contact the team and they will arrange it

Following Up • During your appointment you should agree a follow up period with the student (this should be no longer than a week). The student must be made aware that they can contact you earlier if they wish • If the student has not contacted you before the agreed date you should send them a follow up email using the Follow Up email template (see Appendix E)

Document Storage • All case documents must be stored in the case file on your SVLO secure channel • Any handwritten notes must be typed up and then saved in the case file on your SVLO secure channel. The original must then be shredded • You must save a copy of each email sent and received as part of the case work. This is to ensure that an audit trail is available

Case Closure

• You can close a case when you feel that it has reached a natural conclusion • You can also close a case if a student indicates that they want no further action • To close a case, you must email the student to inform them that you are proposing to close their case and to ask them that they are happy for you to do so. You should inform them that they can ask you to reopen the case at any time while they are a student of the University. There is an example of a case closure email at Appendix F • When you have closed a case, you must add ‘closed’ to the case file name in your SVLO channel and inform the SVLO administrator so that they can update their records

Leaving the SVLO Service If you wish to leave the SVLO Service (for example because you are leaving the University) you must inform the Service Coordinator as soon as possible. We would ask for a minimum of two weeks’ notice to allow us to make administrative changes We will discuss with you whether you would like to inform the reporting student or if you would like the service to notify them. The Service Coordinator will re-assign any open cases that you hold and your case files will be transferred to the allotted SVLO. Your access to the SVLO Forum team will be removed on an agreed date. SVLO’s who leave the service are expected to maintain the appropriate confidentiality of cases after their departure from the service. You would be personally liable for any breaches of personal data that are reported by service users.