“Working Together” UCD non-academic student supports and services staff information sessions...

“Working Together”

UCD non-academic student supports and services

staff information sessions

Tuesday, 10 May 2011 and Wednesday, 11 May 2011

Room Q015, Quinn School of Business

Student Services and Supports Staff Information Session May 2011

Welcome and Introduction

• Welcome – Michael Sinnott (Director of Administrative Services, Registry)

• Introduction – Colm Small (Head of Support – Administrative Services, Registry)

- Why hold these sessions?

- Format for the two mornings

- Feedback and next steps- presentations published this Wednesday afternoon on Registry

homepage- short online staff survey later this Wednesday afternoon- partnership approach if we do this again? Future format?

Tuesday, 10 May 2011 (10.30am – 1pm)

• Sports (Brian Mullins)

• Programme Offices (Sue Philpott)

• IT Services (Brian Morrissey and Genevieve Dalton)

• Residences (Richard Brierley)

• School Administrators (Helen Mc Carthy)

• Students’ Union (Scott Ahearn)

• Health Services (Dr. Sandra Tighe)

• International Office (Dr. Erik Lithander)

Feedback, Q&A

Wednesday, 11 May 2011 (10.30am – 1pm)

• Career Development Centre (Dr. David Foster)

• Student Desk, Registry (Catherine O’Brien)

• Access Office (Fiona Sweeney)

• Library (Ursula Byrne)

• Graduate School Managers (Barbara Gannon)

• Student Complaints Office (Una Hegarty)

• Student Advisers (Ros Mc Feely)

Feedback, Q&A and Conclusion

UCD Sport

The Holistic Support Service

Brian Mullins

1. Who we are? A brief overview of our key high level services/supports for students

• Campus Facilities Management and Development

• Sports, Recreation, Physical Activity

• Activities:

-60 Sports Clubs

-Programmes incl GIG, Saturday AM, Birthday Parties

• Profile for University

• Sports Camps (Multi-Sport, Soccer, Trampoline)

2. Areas of change in the last twelve months, successes, innovations, etc

• Further decrease in Budget, additional to last year

• Wider community beyond UCD-Leveraging off

• Partnerships: Leinster Rugby, Clarity, IHA

• DLR Local Sports Partnership

• Internal Stakeholders (SU)- Newman Games, Rás

• ISH- Institute for Sport and Health

3. Planned developments, changes for the next 12-18 months

• London 2012 training camps

• Legacy-New opportunities

• SLLS

• Conference/Commercial

• GIG for Staff/Blackrock Students

UCD Programme Offices

Sue Philpott

• Programme Offices were set up in July 2005

• 8 Programme Offices in UCD with a wide remit of functions

• Annual Business Cycle to Support Students:– Orientation Activities– Registration Periods – 2 per year: September/ January– Grade Approvals Process - 2 per year: June/ January– Admissions – non-CAO such as Mature Years, Overseas, Transfers

and in some offices Graduate and/or Study Abroad admissions– ICCM Process: updating programme information– Student-related matters: processing all programme related student

applications for Programme/Programme Exam Boards, e.g. Extenuating circumstances/ Leaves of Absences

– Degree Compliance for Graduating Students– First port of call for Support and Advice for Students/Staff/multiple

stakeholders

• Programme Marketing, Promotion and Recruitment

• Provision of Frontline Services to students/staff and other stakeholders, despite cutbacks

• High ranking in Student Surveys results

• Significant contribution to annual Registration Review

• Pilot of Academic Analytics Tool with Registry to support students

• Ongoing up-skilling, e.g. UCD MIS, Policies, Procedures & Processes

• Continuing to engage collaboratively with a wide network of stakeholders

• Programme Office network via POD Group

• Ongoing Representation on UCD Groups, e.g.– University Undergraduate Programme Board– Registration Implementation Oversight Group– Supports for Students Working Group– Institutional Review of Irish Universities

• Ongoing Contribution to development of UCD policies relating to students:– Revised extenuating circumstances policy– Leave of Absence and Withdrawals policy (in process)– Updates to general regulations

• Maintaining Frontline Services to students with less resources – managing the impact of staff and budget cuts

• Continued advice/support to greater numbers of students as a consequence of the complexity of the modular system

• Continued provision of student retention initiatives

• Impact of further College re-structuring in some areas

• Impact of office re-location as a consequence of campus developments in some areas

• Supporting the roll-out of Registry initiatives, e.g.– Academic Analytics tool– Year round processing Late Extenuating Circumstances Applications for Deans

• Supporting Programme Development― New and Non-Standard Entry Pathways

― Supporting Programme Planning with Deans

• Supporting UCD’s Education/Internationalisation Strategy– New recruitment channels, e.g. International Study Group– Development of Study Abroad Programmes/ Exchanges etc

IT Services

Brian Morrissey and Genevieve Dalton

UCD IT Services provides all central IT applications, support and infrastructure for staff and students throughout the University.

The scope of the service includes

•Academic & Administrative Systems

•Research IT

•Teaching & Learning Technologies

•UCD Web Services

• Mobile Web– Connect Files– New Calendar (Google)– Blackboard 9 - (blogs, wikis, quizzes etc..)– Blackboard Mobile Learn– Software for U - more applications

• Information Services– Banner upgrade– Infohub (Forms & Reporting)

• Customer Services– Customer Charter – updated– Service Catalogue (A to Z)

• Enhancing User Experience– Blackboard Central– New Student e-mail service (Google)– New student life long e-mail service (Google)– New version of UCD Connect (2012)– Accommodation payment system– Exam paper management system

• Customer Services– School Ambassador Programme– New wireless service - Eduroam

Blackboard Mobile Learn

• Announcements – instant access and posting

• Blogs & Discussions – review and upload comments & media

• Journals – comment on-the-go

• Media - music, videos and images

• Tasks - track and manage

• Class list – who is in their class

• Grades

Mobile Central

• Directory

• News

• Sports

• Courses

• Maps

• Videos & Images of UCD

UCD Residential Services

Richard Brierley

• Part of the Commercial, Residential and Hospitality Services Unit (CRHS)

• Provision and management of 2,727 Bed Spaces for UCD Students and the Summer Conferencing and Language School Business and Revenues in excess of €12 Million

• Support Services – Welfare, Mentoring, Advisory, ResLife Programme

• 99 % Occupancy Levels

• Advanced Room Booking System with improved allocation criteria and development of online services (maintenance)

• Direct management of Summer Residence Business

• Pioneering Catered Accommodation in Irish Universities

• Introduction of a Strategy for Direct Communication and Consultation with Students and Stakeholders

• A focus on developing social, cultural, community through engagement, ResLife, new facilities (Gym)

• Major Capital Refurbishment Programme

• Completion of Merville Refurbishment and Commencement of 2 Year Belgrove Refurbishment

• Increased Social Space and Expansion of ResLife Programme

• Centralised Arrivals and Services Centre providing a “One Stop Shop” from 08.00 to 02.00 daily

• Issuing of Student Cards to all Residents

• Launch of UCarD, a new SmartCard integrated into Student, Staff and Visitor cards providing Access Control, ID, and Electronic Purse

Planned developments, changes over the next 12-18 months

• Capital Development Programme to Build New Accommodation

• Continual Review and Consultation

• To play a Pivitol Role in enhancing the Student Experience

School Administrator

Helen Mc Carthy

• The role of School Administrator varies depending on the size of the School

• The role of Administrator could be very different in the School of Medicine to that in the Business School

• Successes - managing each registration period, exam period

• Areas of change in the last twelve months - Dealing with new systems

• Managing changes from higher levels/central administration

• In my own area: Change to entry routes for Stage 1 Science

• Revised programme for Stage 1 Science from September 2011

• It is likely that the Stage 2 programme will be revised for September 2012

• Challenge - Maintain the level of service we provide to students, taking cognisance of diminishing staffing and financial resources

UCD Students’ Union

Scott Ahearn

• UCD Students’ Union is the representative body for over 22,000 students in UCD

• President

• Welfare Vice President

• Education Vice President

• Campaigns & Communications Vice President

• Entertainments Vice President

• Commercial services : Bars, Media etc

• Accommodation: 3 installments, additional services

• Student Finance: 3 additional funds to aid students

• Grind files : dramatic increase in usership

• Communication between the SU & Student Body

• Fresher's Guide

• Increase Reach Out programmes

• Student engagement

• Student expectation

• Supports for student regarding mental health

• Physical Health

• Student Finance

• Resit/Repeat fees

• Accommodation

• Further Communication

• Quality Assurance

Health Services

Dr. Sandra Tighe

STAFF:

• Dr. Sandra Tighe, Medical Director virtually full-time

• 4 part-time doctors, Dr. Eadaoin Lysaght, Dr. Fiona Thompson, Dr. Joe Conway, Dr. Ciara O’Dowd (FTE = 2.5)

• 1 part-time Psychiatrist, Dr. Cian Denihan

• 3 part-time nurses, Nurse Mary Kevlin, Nurse Geraldine McDermott, Nurse Patricia Brady (FTE = 1.8)

• 3 full-time Administrators, also serve Student Counselling Service

OUR KEY SERVICES:

• GP Care

• Nurse Triage

• Contraception

• Mental Health Care

• Minor Surgery Clinics

• Sports Injury Clinics

• STI Clinics

• Smear Clinics

• Vaccination – Hepatitis “B” Programme

• Travel Health

• Advise & Liaise

INNOVATIONS:

• Charges were introduced in September 2009 to offset budget deficit.

• Self Check-In Pod to reduce administration workload.

• Books on Prescription Scheme.

• Exercise on Prescription Scheme.

• Talks on Healthy Travel.

Developments and Changes for the next 12-18 months

• Business Plan being worked on.

• On-going discussions at present.

• Hosting the Irish Student Health Association Conference in 2012.

UCD International

Dr. Erik Lithander

UCD International develops, manages and delivers initiatives and activities relating to the internationalisation of the University

Five key areas:

1. International student recruitment

2. International student support

3. Mobility / exchange programmes

4. International relations

5. Internationalisation of the campus experience

• Internationalisation has been mainstreamed into University strategy

• Development of the team

• Broadening of the remit

• Greater expectations – especially in relation to student recruitment

• Consolidation of offices / facilities

• Successes– 40% increase in international students (and revenue) since

2006– UCD now largest English-speaking participant in Erasmus

• Coping with increased numbers of international students, especially in terms of support

• Balancing needs for systems standardisation with differentiated requirements of international student groups

• Using prevention to minimise need for intervention

• Maximising benefits of UCD Global Lounge

• Success of student recruitment pathways (Pre-Masters, Foundation Studies Programme, 1+1 Masters)

• 12-18 month outlook: consolidation

Questions and AnswersFeedback on session 1

• Questions and Answers

• Feedback and Next Steps

End of Session 1. Thank you!

“Working Together”

UCD non-academic student supports and services

staff information sessions

Wednesday, 11 May 2011 – session 2

Room Q015, Quinn School of Business

On Tuesday, 10 May 2011 (10.30am – 1pm)we covered

• Sports (Brian Mullins)

• Programme Offices (Sue Philpott)

• IT Services (Brian Morrissey and Genevieve Dalton)

• Residences (Richard Brierley)

• School Administrators (Helen Mc Carthy)

• Students’ Union (Scott Ahearn)

• Health Services (Dr. Sandra Tighe)

• International Office (Dr. Erik Lithander)

Wednesday, 11 May 2011 (10.30am – 1pm)

• Career Development Centre (Dr. David Foster)

• Student Desk, Registry (Catherine O’Brien)

• Access Office (Fiona Sweeney)

• Library (Ursula Byrne)

• Graduate School Managers (Barbara Gannon)

• Student Complaints Office (Una Hegarty)

• Student Advisers (Ros Mc Feely)

Q&A, Feedback and Conclusion

UCD Career Development Centre

Recent Gains and Future Directions

Dr David Foster

Scope of UCD Career Development Centre (CDC)

Director

Arts & Celtic Studies

CDC (Smurfit)

Careers and Placement Manager

First Level Guidance

Careers Programmes

CV Preparation, interviews, etc

Current Careers Information

Electronic & Hardcopy

Events & Employer Liaison

CDC (Smurfit)

MBA Careers Service

Manager

CDC (Belfield)

Bus & Law; Psychology

CDC (Belfield)

EMPS, Human Science

CDC (Belfield)

Post-DoctoralFellows

Deputy Director

Life Sciences, Education, Computer

Science

Recent Gain: Redevelopment of Premises- “BEFORE”

The “After” Situation

Corporate Finance and Related Careers Study Visit to City of London 7-11 March 2011

JP Morgan, Morgan Stanley, Deloitte Consulting, MERCER, ICAP, Allen & Overy, Barlow, Lyde Gilbert and Financial Services

Authority

Moving Forward

• Establishing a more inclusive model of practice:– Engagement- first year– Developing attributes and skills- pre-finalists– Managing effective transitions- final year/graduate students

• Enhanced embedding of career development activities

• Delivering and developing internships

• Move to more developmental/educational activities, less delivery of information

Student Desk

Catherine O’Brien

Student DeskStudent Advisers

Residences/Library/Careers/IT Services

Students’Union

InternationalOffice

Programme Office/Schools

Fees & Grants

Assessment

Academic Secretariat

Registration

Admissions

Graduates

Students

Service Connectors

1. Core Student Services - reflecting the lifecycle of our students

• Admissions

• Registration– e.g. Assisted Registration 2011

• ID Cards

• Form Stamping

• Fees and Grants– Grant cheque collection– Fees and grants queries

• Official Documents

• Assessment– Thesis Submission– Invigilation forms

• Queue Management

• Bulk Transcript

• Document Security

• Touchpaper

• Programme Cards

• Challenges, redefining our support services– Reduced service hours – Desk and Phones– Colleague Support

• Integrated Student Communications(Facebook, BBoard, Connect, etc and theStudent Desk Liaison Group)

• Online Self Service– Certificates of Attendance– Transcripts– Academic Statements– Statements of Results

• ID Cards – Photo Upload

• Publishing Student Desk Stats -WebPages– Managing transcript wait time expectations– Indicating busy periods at the Student Desk – Best times to pick up replacement student cards

• Commitment to a Quality Service

UCD Access Centre

Fiona Sweeney

• Outreach – Schools and Communities

• Admissions Schemes - HEAR and DARE

• Student Support – Mature Students – Students with a disability – New ERA/HEAR Students

• Recently Established

• Opening Outreach to students with a disability – Shadowing Day – 5th Year Summer school

• Integrating supports & services – PAL – New ERA students and Students with a disability – Survey of Students with a disability

• Suite of Orientation Activities for Access Students– Critical Writing Academy & OP day – HEAR and DARE Orientation

• Student Support – General Access Centre

• One to one advice & guidance

– Specialist supports • Financial (HEAR entrants)• PAL & Peer Mentoring

• Exam Supports – Exam Guidelines for students with a disability – Key Dates & Poster Campaign – Awareness Campaign

• Access Centre Website

Planned developments, changes over the next 12-18 months

• Supporting staff to support access students– Call us with queries

– Initial Screening for Learning Difficulties

• Student Volunteering opportunities– Shadowing Day – Voluntary Tutoring

• Locations & Contacts – Newman/Tierney/Library building – Access Centre in directory

UCD Library

Ursula Byrne

1. Who we are? A brief overview of our key high level services/supports for students 2009/2010

• Resources– Staff reduction 10%– Databases 226– Journals

68,000– E-books 651,390

– Book collection 800,000Additions 13,500Deletions 4,720

– Book circulation 877,645 transactions

– Inter Library Loans1073

• Library space

– 5 Libraries– Total visits 1.5 million

James Joyce Library 44,943 visitors came in

1,219,038 times

– Study spaces 3,203

– Opening hours • Term - 83 hrs/week• Exam Time -104 hrs week.

– Service desks open 537 hrs/week JJL c. 70,000 enquiries annually

– Information skills 422 hours; 11,919 attendances

• Library Strategic Plan : 5 Objectives – Library Environment– Collection Development and Management– Teaching and Learning– Research– Organisation and Business Functions

• Study skills Collection

• Annual reports to Schools

• Staff reduction since 08/09 = 17%

• Strategic Plan – implementation

• Website revamp – Summer 2011

• New Library Management System Spring 2012

• Purchasing new resources….Not!

Graduate Schools

Barbara Gannon

OUR KEY SERVICES:

• Responsible for the management and administration of the graduate studies within UCD.

• Providing information and support to staff and students on University Policy and Procedures within graduate education

• Support the implementation of the structured research degrees including inter-institutional collaborative programmes

OUR KEY SERVICES:

• Support the College Graduate School Board in making recommendations to the University Graduate Programme Board on new programme proposals, changes to existing programmes and student recommendations.

• Ensures the best possible experience for both national and international students

• Liaise with other areas of the University, Academic Secretariat, Fees and Grants, UCD Graduate Studies to ensure appropriate and effective systems are in place for graduate students

• Membership on University Steering Groups and Policy Working Groups.

• Formulate and implement appropriate marketing and communication plans for the promotion of graduate studies in Irish and international markets including attending graduate fairs.

2. Areas of change

Some areas of changes include:

• All graduate taught applications and some graduate research admissions are now made through the UCD Online Applications System

• New processing arrangements for graduate taught applications. A new processing arrangement was introduced in 2010 for graduate taught admissions in order to help ensure quicker and more efficient processing of graduate applications. The key elements of the new processing arrangements are the appointment of admission tutor/s in Schools and with rounds of offer.

• New Special External Examiner Online System

Developments and Changes for the next 12-18 months

• With the proposed restructuring of some of the Colleges, it is envisaged that there will be some changes but as yet have still to be decided upon.

Student Complaints Office

Úna Hegarty

Student Complaints Officer

Policy and Procedures

• Student Complaint Policy and Procedures document (SCPP)

• The majority of Student Complaints are addressed by the SCPP

• Two stages to the process, informal and formal

• Informal process (Staff and student responsibilities)

• Formal process (managed by the Student Complaints Office)

A brief overview of our key high level services/supports for students

• The Student Complaints Office reports to the VP for Students, Dr. Butler

• Staffed by a Student Complaints Officer on a part-time basis

• The role of the Student Complaint’s Officer is to: - advise students with regard to the SCPP - to manage the formal processes

Contact Details

• Students can arrange an appointment by contacting me on either:

• Student.complaints@ucd.ie

• Tel: (01) 7166401

• www.ucd.ie/complaints

Thank you for your time

Student Advisers

Ros Mc Feely

Our Mission Statement

UCD Student Advisers are committed to providing timely and quality support, advice and information to students.

They seek to promote the integration of students into the UCD community by identifying and addressing their personal and social development needs.

Student Advisers are

• Programme based and integrated into and

reporting to the Schools/Colleges to which they are assigned

• Key members of Programme student support

working closely with Programme Office personnel

• Three student advisers work with designated groups – Mature, New Era & International

Main Functions

• Open Door policy

• Offer support to all students, particularly Stage One

• Available to students on a one to one basis, to discuss issues regarding the social, personal, financial & practical areas of their lives

• Assist students to access other supports if necessary, including medical, counselling, academic, financial

• Liaise with other staff to ensure best outcomes for students

• Service is primarily one of listening, guidance, referral and advocacy

• Also involved in a wide range of activities at programme, school and college level to promote the transition and retention of students at college- including membership of a wide range of committees

Key Achievements in 2010/11

• Peer Mentoring Programme rolled out to all Programmes except Arts in 2010-2011- 2,800 students mentored by 297 Peer Mentors

• Pilot Arts Guides Programme - extension of Orientation support through the first weeks of Semester One

• Development and implementation of an electronic data collection system to record student visits and issues with the aim of proactively identifying areas where students need more targeted and perhaps more co-ordinated support

• Establishment of a ‘Combined Services’ Group, encompassing Student Advisers, Chaplains, UCD Counselling and UCD Health, to tackle student support issues of common interest.

More achievements………..

• Student Advisers’ website which includes a range of practical advice

• Launch of e-pub survey to promote responsible attitudes to alcohol among college students.

• Development of an on-line Student Assistance Fund application system

• Recipient of a Teaching, Learning and Academic Development Centre group award (Awards to Support Student Learning 2010) for the Peer Mentoring Programme

• Recipient of a Teaching, Learning and Academic Development Centre individual award (Awards to Support Student Learning 2010) for a Peer Assisted Learning (PAL) initiative for Access students.

UCD Peer Mentor Programme

• Designed to link incoming students with more experienced students

• Programmed based

• Small groups

• Introduced at Orientation

• 4 official meetings with mentees

• Regular feedback meetings for Peer Mentors with Student adviser

Developments

• Successful Arts Guides pilot in 2010 has lead to plans for including Arts students in the Peer Mentor programme through the appointment of a person who will manage the programme

• 230 applicants and 210 peer mentors have been chosen who will be trained to mentor all Arts students in September

Challenges

• Continuing to develop creative/innovative ways to support students

• Ensuring a sustainable Peer Mentoring Programme for all students

• Maintaining and increasing visibility, to both colleagues and students, of the Student

Advisers’ Network

• Development of a dedicated support service for postgraduate students, ideally with the

appointment of additional student advisers.

Useful contacts and resources

• Student Advisers webpage: www.ucd.ie/studentadvisers

• Student Advisers’ Annual Report on webpage shortly.

End of Session 2Feedback and conclusion

Feedback and Next Steps

• presentations published• short online staff survey• partnership approach. Do we do this again? Future format?

Conclusion and Thank You!

Contacts

SportsBrian.Mullins@ucd.ie, ext. 2160, http://www.ucd.ie/sport/

Programme Officeshttp://www.ucd.ie/programmeoffices.htm

IT ServicesBrian.Morrissey@ucd.ie, Gen.Dalton@ucd.ie, http://www.ucd.ie/itservices/

ResidencesRichard.Brierley@ucd.ie, ext. 1041, http://www.ucd.ie/residences/

School Administratorshttp://www.ucd.ie/colleges.htm

Students’ Unionwelfare@ucdsu.ie, ext. 3112, http://www.ucdsu.ie

Health ServicesSandra.Tighe@ucd.ie, ext. 3135, http://www.ucd.ie/stuhealth/

International OfficeErik.Lithander@ucd.ie, ext. 1990, http://www.ucd.ie/international/

Contacts

Career Development Centre

David.Foster@ucd.ie, ext. 7678, http://www.ucd.ie/careers/

Student Desk, Registry

Catherine.OBrien@ucd.ie, ext. 1490,

http://www.ucd.ie/studentdesk/

Access Office

Fiona.Sweeney@ucd.ie, ext. 1658, http://www.ucd.ie/access/

Library

Ursula.Byrne@ucd.ie, ext. 7025, http://www.ucd.ie/library/

Graduate Schools

http://www.ucd.ie/graduatestudies/graduateschools/

Student Complaints Office

student.complaints@ucd.ie, ext. 6401, www.ucd.ie/complaints

Student Advisers http://www.ucd.ie/studentadvisers/

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