When a student has raised a complex and/or unclear concern or issue and you are:

— unsure of what to do or

— unsure of where to refer the student or

— feel the student would benefit from a more in-depth conversation with a trained and knowledgeable Student Advisor

What should you be aware of?

For issues

— that you think might touch on multiple aspects of student life and require a holistic approach, or

— where a single issue has many layers that need unpacking, or

— where you simply think the student may benefit from someone to talk to about a worry or concern that is impacting their study, the UniHelp team can offer triage so that all students receive the right advice, guidance and support and enquiry resolution.

What should you do?

If the student is on campus:

Direct the student to the Ground Floor of the Sheppard Library for UniHelp’s face-to-face service.

If the student is off campus:

Students can also access the same services online, via the chat service or over the telephone.

The UniHelp Desk opening hours and contact details can be found online at:

http://unihub.mdx.ac.uk/support/unihelp

Frequently asked questions can also be accessed through the above link.

What happens next?

The student’s enquiry will be ‘unpacked’ with the student, recorded on ProRetention (our enquiry management and FAQ system – visible to you and the student) and resolved as appropriate.

The team liaises with over 50 specialist ‘second level’ professional services and the Academic Faculties in the delivery of first level student support and enquiry resolution and if necessary, the controlled escalation of enquiries to a ‘second level’ specialist for resolution.

Over 85% of those students surveyed told us they are ‘Very Satisfied’ with their experience at UniHelp.

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