Student Welfare & Support Officer

Job Purpose

The Welfare Officer provides both reactive and proactive pastoral and study-related support to students and acts as the first point of contact for academic staff seeking advice and guidance on welfare related matters. As part of a team of Welfare Officers in the Business School and across the College, the post holder will work closely with academic and professional services staff in the Learning and Teaching team, to develop and deliver the student welfare and support strategy and related policies, processes and plans to support student completion and retention.

Person Specification

Main duties:

• Provide reactive and proactive pastoral and study-related advice to students to support completion and retention following referral by a member of academic staff or by student self-referral, making referrals as appropriate to specialist services in the University.
• Develop and deliver a range of dynamic communications to all students, prospective students and staff around student welfare and support e.g. VLE, student and staff handbooks etc. continuously reviewing and improving the effectiveness of these communications.
• Working with the appropriate professional services and academic leads, contribute to the development and delivery of the student welfare and support strategy and related policies, processes, operational plans and budgets.
• As primary contact for Reasonable Adjustments and Extenuating Circumstances processes, ensure that the appropriate members of academic and professional services staff are made aware of all reasonable adjustments to the assessment process and extenuating circumstances, organising Departmental Sits and attending Extenuating Circumstances Committee as required.
• Manage and oversee the accuracy of student data, maintaining an accurate and dynamic confidential record of Reasonable Adjustment Plans and extenuating circumstances, providing data as required.
• Provide helpful, accurate, expert advice on welfare issues and ensure that the appropriate academic and professional services staff are kept fully informed.
• Monitor and respond appropriately to student attendance records identifying and bringing welfare/due diligence issues to light at the earliest opportunity and escalating as appropriate.
• Develop good working relationships colleagues across the School, College and University to maintain an excellent and up-to-date understanding of University regulations, policies and procedures ensuring that relevant changes are disseminated to colleagues and students in a timely manner.
• Develop and coordinate the delivery of an annual programme of student engagement activities (from student recruitment and induction/re-induction through to graduation and alumni engagement) which support and enhance the student journey; acting as the first point of contact for staff, student societies and groups and supporting the development of student led activities.
• Working with colleagues across the institution, assist in the planning, promotion and delivery of a range of support activities e.g. open days, student induction, student transition (to include students going and returning from placements) and personal skills development sessions.
• Provide an evidence-driven response to all received appeal submissions, liaising with the relevant academics and professional services staff as and when necessary during the formulation of a response and providing pastoral support to students as appropriate.
• Prepare as required regarding key themes related to student welfare and support making recommendations as appropriate.

Person Specification

Essential:

• Educated to Degree level or equivalent relevant experience in a similar role.
• Experience of supporting students and working with welfare related processes and systems.
• An understanding of the student lifecycle and an awareness of issues affecting higher education (nationally and internationally) and the importance of student support and welfare.
• Excellent written and oral communication skills
• Excellent interpersonal skills and experience of dealing with student queries and facilitating resolutions in a confidential manner.
• A proven ability to work with a range of stakeholders including academics and professional services staff across a large organisation, and a high degree of personal accountability with the ability to influence, motivate and win support.
• Proactive, highly motivated and well organised, with the ability to work on own initiative and prioritise workloads with a flexible, creative and proactive approach to problem solving.
• High levels of personal resilience and a willingness to engage with the support mechanism available.
• Demonstrable experience of working accurately and paying close attention to detail.
• Ability to analyse data and complex situations and provide effective solutions.
• Effective team working skills.
• A track record of delivering an excellent customer experience.
• Excellent IT skills and an aptitude for learning new packages.
• Willingness to work flexibly, occasionally outside of normal working hours.
• Commitment to continuing professional development and training.

Desirable:

• Prior experience of provide welfare support to University students