BIRMINGHAMCITYUNIVERSITY
STUDENT SERVICES
Post titleStudent Help Zone Adviser
Grade:Scale 5
Reports to:Student Help Zone Manager
JOB DESCRIPTION
1.Purpose of the post
1.1To provide an effective and customer-focused frontline “triage” service to students, University staff and other visitors to the Student Services department on all sites
1.2To deliver efficient and professional information, advice and support to meet the needs of University students on a range of personal, pastoral and academic issues
1.3To provide a seamless referral service to specialist services, with a view to enabling the University to achieve its Student Experience strategy
2. Main duties and responsibilities
2.1Provide confidential information, advice and support to students and staff on a range of personal, pastoral and academic issues, in agreement with the Student Help Zone Manager, in accordance with current Government and European legislation, with the University’s and the department’s mission and priorities and in response to evolving client needs
2.2Provide frontline “triage” services in identifying and resolving student issues, and where specialist service interventions have been identified, to ensure that the necessary referrals are made efficiently and professionally to Student Services advisers/counsellors, other internal faculties/departments and/or external organisations where applicable
2.3Deliver a frontline “triage” information, advice and support service for students and University staff via a variety of media including: face-to-face, telephone, paper and web
2.4Monitor appropriate service standards, and with the Student Help Zone Manager, ensure compliance with both legal requirements and the demands of best practice
2.5Support specialist advisory staff in the delivery and evaluation of training programmes to a range of students and University staff
2.6Develop appropriate and effective ways of communicating with students, staff and other stakeholders
2.7Maintain confidential and secure client case notes
2.8Maintain a working knowledge and understanding of policies, issues and legislation relating to personal, pastoral and academic issues
2.9Prepare, produce and disseminate a range of information and guidance materials and events for students and staff, for delivery via a variety of mediums including: face-to-face, telephone, paper and web
2.10Develop a close operational partnership with the Student Services Operations Team in order to actively participate in key promotion events and activities, such as University open days, international students’ orientation programmes, career recruitment days and well-being events
2.11Monitor and collate feedback from students and staff by appropriate means as part of the Student Services’ continuous quality improvement plan
2.12Maintain appropriate and effective records and management information statistics in relation to the frontline “triage” services as part of the Student Services’ continuous quality improvement plan
2.13Provide administrative assistance to the Student Help Zone Manager as required
2.14Be an active member of appropriate professional organisations
2.15Undertake any other duties commensurate with the grading and purpose of the post as may be required from time to time, including undertaking cross-divisional duties and department-wide activities as appropriate
3.Supervisory responsibility
None
4.Supervision received
Report to the Student Help Zone Manager
5.Contacts
Wide range of staff at all levels both within the University and in external organisations
Birmingham City University/Student Services/Job Description/Student Help Zone AdviserPage 1 of 2
Last updated: October 2008