Resource library

This session delves into the journey to Customer Service Excellence.

This session covers building a coherent student support service within a geographically scattered institution.

Paul Rossi (AMOSSHE Executive Member and Head of Student Advice & Safeguarding Support, University of the Arts London) discussed how the University of the Arts London used user data to interrogate Student Services’ offer for international students, what they learned from this and how these insights have led to changes in services design.

This session, led by Kim Patrick (Head of Student Support and Residential Life, University of Westminster) and Kristy Robinson (Assistant Head of Student Services - Wellbeing, University of Sunderland in London) explored the importance of clinical thinking beyond conventional clinical contexts, especially given the heightened attention to workplace wellbeing during the pandemic. Incorporating clinical expertise into leadership teams is advantageous for both staff and students.

This session, led by Sara Murcott (Student Services Manager - Development and Operations) and Gwyn Eanor (Student Support Co-ordinator) from Nottingham Trent University explored the successes and pitfalls in developing, leading, and launching the new service at Nottingham Trent University.

This session, led by Elaine Cordy (Head of Education Support, University of Exeter) provided insights into integrating LEAN techniques for continuous improvement into daily workflows, fostering a unified team approach and ownership, and implementing strategies for recruiting, developing, motivating, and retaining staff members.

This session, led by Jenny Brown (Quality Assurance and Regulations Manager) and Helen McNeely (Head of Student and Academic Affairs) from Queen’s University Belfast showcased the successful endeavour, which has significantly impacted the student experience.

In this interactive, discussion-based workshop, Amy Thompson (Head of the Sexual Harassment and Violence Support Service) and Heather Williams (Sexual Harassment and Violence Advisor) from the University of Cambridge shared their experience of developing a Sexual Harassment and Violence Support Service at the University of Cambridge and of creating the network for Higher Education Sexual Violence Support Services.

This workshop explores how to use data to demonstrate the impact of your services.

Keith Houghton (Head of Student Support Services, The University of Law) discussed developing policies and processes related to fitness / support to study, including fitness / support to return, and including the student voice in the process.

This session discusses the lessons learnt from creating an accessible gateway for students to access a variety of different support mechanisms.

As part of our National Conference 2024, this sessions delves into how you can use GenAI to support students.

This session explores the benefits and challenges of using an emergency contact protocol.

As part of the National Conference, this session discussed a new partnership between Solutionpath StREAM and Symplicity Advocate to bridge teaching and learning departments with Student Services.

This session, led by Charlotte Stewart (Inclusion, Diversity & Disability Manager, Buckinghamshire New University) provided leaders and Student Services colleagues with a concise overview of disability inclusion and practical steps to initiate cultural change within their institutions.

This session by Jenny Clough (Director of Student Services) and Nahida Shabbir (Deputy Director of Student Services - Education) from Manchester Metropolitan University shared recent experiences of the Student Services Executive Group and leadership team in developing a new Student Services strategic plan, which aligns with and delivers university strategies and key performance priorities while prioritising the delivery of collaborative, supportive and accessible services for all students.

This session looks at the development and launch an all of society trauma-informed framework for Wales.

This session, led by Nicole Holt (Director, Student Experience and Support) and Victoria Owen (CRM Student Product Owner) from University of Salford explored strategies for effectively managing such transformative change, aiming to enhance the experiences of both students and staff.

This session discusses a whole institution approach to wellbeing, tackling the challenge of size, scale and visibility by way of inclusion and empowerment for all students, colleagues and stakeholders.

This session covers the journey from concept to delivery of a virtual assistant at the University of Galway.

As part of our National Conference 2024, this session is about understanding student social expectations and supportive interventions over the holidays.

As part of our National Conference 2024, this session explores moving from a Personal Tutor system to a holistic approach to student support.

Helen Bendon (Interim Head of Department School of Film) and Ben Serlin (Safeguarding Project Manager, Middlesex University) introduced their partnership projects to support culture change around misogyny, violence against women and girls and domestic violence, as well as their most recent project Hear My Voice.

Amy Low (Service Delivery Director, AbilityNet) discussed how to take a structured approach to designing ‘in’ inclusive ways of working for your team to help them weather every storm.

As part of our National Conference 2024, this session provides a collaborative solution to student mental health.

Our keynote speaker was Professor Edward Peck CBE, Higher Education Student Support Champion, and Vice-Chancellor and President, Nottingham Trent University. In this keynote, Professor Peck detailed his role as the Higher Education Student Support Champion and discussed the work he is progressing with partners across the sector to explore new ways of developing student support systems.

This presentation by Sarah Littlejohn (Director of Campus Life, The University of Manchester) explored The University of Manchester’s step model of wellbeing support.

Katie Laverty (Director of Student Services and Success) and Alison Felton (Head of Student Wellbeing) from Keele University discussed the context of a service re-design at Keele University: where they were, where they are now, how they got there, and honest reflections on the challenges.

As part of our National Conference 2024, this session was about enhancing the student experience with peer education and support.

This session outlines the successes, challenges and lessons learned from the Mental Health University Liaison Service pilot in Cardiff.

AMOSSHE member research about working relationships with NHS services.

AMOSSHE member research about changing the structure of Student Services provision to integrate services.

This session explores the development of a Trusted Emergency Contact option at enrolment to support interventions with students who have disengaged from their studies or are at risk.

Andrea Kerslake (Assistant Head of Student Support) and Charlotte Webster (Harassment and Misconduct Manager, University of Leeds) discussed religious or faith-based hate crimes, and explored approaches of prevention and response, demonstrating best practice through holistic approaches and multi-agency working. 

This presentation by Ben Lewis (Director of Student Life, Cardiff University) described the approach to developing Student Services and the Centre for Student Life at Cardiff University.

Anne Marie Graham (Chief Executive, UKCISA - UK Council for International Student Affairs) gave insights about the diversity of the international student body and these students’ expectations of their universities.

This professional development webinar, presented in partnership with TASO (Centre for Transforming Access and Student Outcomes in Higher Education), helped participants build awareness and knowledge of the Student Mental Health Evidence Hub, including its evidence-based toolkit, examples of practice and evaluation guidance.

In this session Tatjana Damjanovic (Research Officer) and Helen Lawson (Research Programmes Manager) from TASO discussed the initial phase of the project and the toolkit, and created the chance to contribute feedback on what is most useful for the sector’s work on mental health and how the toolkit might fit into current practice.

As part of our National Conference 2024, this session discusses the York mental health toolkit.