College reception changes

College reception services are updating. Here's what you need to know.

College Receptions are here to help students, assist with day-to-day queries and manage mail collection in some areas. We are updating the service to be more responsive to student needs and offer the best service possible; providing greater flexibility whilst continuing to assist with welfare needs.

Here's what's happening

  • new mobile response team, with at least 6-8 night-time mobile personnel, will provide overnight support where needed, responding to calls for assistance and security concerns, going to the student rather than the student having to find assistance.
  • We will still have at least 35 University Reception team members across all seven reception points in college areas between 7am and 11pm.
  • Four receptions will incorporate the new mobile night-time and weekend support between 11pm and 7am.
  • Three receptions will remain open 24 hours a day, seven days a week.
CollegePre Covid openFrom September 2021
Information Centre (Vanbrugh) 24 hours a day, 7 days a week 24 hours a day, 7 days a week
Ron Cooke Hub (Campus East) 24 hours a day, 7 days a week 24 hours a day, 7 days a week
Halifax 24 hours a day, 7 days a week 24 hours a day, 7 days a week
Wentworth 7am-11pm, 7 days a week

7am-11pm, 5 days a week + mobile weekend & night support 7 days a week

James 24 hours a day, 7 days a week

7am-11pm, 5 days a week + mobile weekend & night support 7 days a week

Derwent 24 hours a day, 7 days a week 7am-11pm, 5 days a week + mobile weekend & night support 7 days a week
Alcuin 24 hours a day, 7 days a week 7am-11pm, 5 days a week + mobile weekend & night support 7 days a week
Heslington Hall 8.30am-5.30pm, 5 days a week Closed since March 2020 - mainly staff.

Why we’re doing this

We’re transforming the service provided by receptions in order to deliver a more personal approach that meets the needs of our staff, students and visitors alike. These updates are based on our understanding of how reception services are used and have been made to maximise the positive benefits our reception staff can bring. 

We have for some time recognised the need to introduce a more flexible updated service. By listening to the experiences of reception staff, reviewing the changing requirements of receptions and utilising footfall analysis in specific locations, we hope to introduce a modernised solution to directly meet staff and student demand and which will best support our students and staff in our Colleges from September 2021.

Why now

We are making these updates now because of forthcoming staff changes within the Reception Team. As part of the recent University-wide voluntary options programme, a number of staff within the Receptions Team requested voluntary severance and will be leaving the University in July 2021. It is important that we honour requests from those staff wishing to take voluntary severance,  whilst retaining a specific level of service and ensuring no staff involved in these updates face compulsory redundancies.

Continued support and increased security for students

We understand that there may be concerns over security and this is something that remains top of the agenda. The new night-time and weekend team will be mobile across the entire campus, supporting students by going directly to individuals. This will enable the university to increase security overnight to meet with student demand. The overnight unit will be fully responsive and will go to the student, rather than the student having to physically come to find staff.  

Enhanced operational flexibility

These updates will enable us to standardise the working patterns of University Reception staff to enhance operational flexibility and update our Service Level Agreement to ensure we are more responsive and student focused.

Engagement

The university has engaged with stakeholders including Trade Unions, HR colleagues, those staff directly and indirectly affected, plus the student body via YUSU and GSA, and College Chairs and Presidents, outlining plans and answering questions about the changes. We engaged with the Accessibility Working Group and considered EDI implications, completing a full equality impact assessment.

FAQs 

Don’t worry. Simply head to your nearest reception and use the overnight telephone to call for assistance. Alternatively call Security on 4444 on any university phone. A member of the overnight team will answer straight away.

Any mail deliveries will be re-routed to a 24 hour reception and held at that location to be collected.

There is no change. Simply contact Security on 4444

One of the reasons behind the new operating model is that we honour requests from those staff wishing to take voluntary redundancy. No staff involved in these changes are going through compulsory redundancy.

Given the number of reception staff requesting to voluntarily leave the University, we have no option other than to remodel the way the team works to meet the voluntary severance requests and ensure we are not forced to lose staff elsewhere. From September we will still have at least 35 University Reception team members for our eight reception points in College areas. Reception cover will be delivered via an agile mix of 24 hours and 7am-11pm, plus a new nighttime and weekend mobile service to support students at all times.