Departmental standards

Academic Support Office (ASO)

The Academic Support Office is committed to fulfilling the University’s strategic learning and teaching priorities by providing academic departments, staff and student customers with a first class guidance and advice service focused on the teaching and learning aspects of a student’s university experience.  To achieve this, we aim to work in partnership with you to ensure that we deliver quality services that are available to all.

We will:

  • Provide professional advice, guidance and suggestions, informed by an understanding of the academic context, the University’s policy/regulatory framework, the requirements of external bodies and relevant agencies, and the wider context of national and international research and developments.
  • Communicate in a courteous, responsive and timely manner, making information available online in an accessible format, and engaging in face-to-face contact where possible.
  • Address generic and bespoke customer and stakeholder needs in an effective, timely and cost-effective manner, anticipating these needs and expectations as far as possible in the design and delivery of services, auditing needs regularly, and actively seeking and responding promptly to customer feedback.
  • Provide effective, reliable, and sustainable systems, processes and resources to support excellent teaching and learning in efficient ways.
  • Prepare reports, discussion papers and data that meet the needs of users and support effective decision making and follow-up action. Papers for main committees will be issued at least five working days in advance, and three working days in advance for other committees and working groups.
  • Actively nurture a high quality, dynamic, reflective and mutually-supportive learning and teaching community.
  • Promote and maintain productive links and alliances with internal and external stakeholders.

Careers and Placements

Careers and Placements (Student and Academic Services) is committed to providing all its customers with a first class service in a friendly customer focused environment. To achieve this, we aim to work in partnership with you to ensure that we deliver high quality and effective services.

We will:

  • Be friendly, approachable and professional, and ensure our staff are trained to provide a high standard of service with membership of relevant professional organisations.
  • Respond to all communications in a timely manner, signposting you to relevant support, opportunities and resources where appropriate. You can expect an initial response within five working days.
  • Communicate with you using clear, concise and informative language, using a variety of channels, including online resources, email, phone and face-to-face to ensure all customers have access to our services.
  • Provide suitable spaces for advice, appointments and interviews, refer to further support where appropriate and ensure that data shared with colleagues is done so within the bounds of the data protection rules and best practice.
  • Provide opportunities, including workshops, volunteering, internships and enterprise support for you to develop skills and gain experience to support your career plans.
  • Maintain a close working relationship with academic departments and external organisations to ensure that the support we offer is timely and relevant, and to identify new opportunities for collaboration and service improvement.
  • Provide  high quality events, including recruitment fairs, sector events and networking opportunities to facilitate connections between students and graduate employers, and to develop students’ understanding of their career options and the graduate labour market.
  • Provide an efficient service to employers, advertising vacancies, organising recruitment fairs, and facilitating opportunities for you to engage with University of York students; stating clearly any charges for services.
  • Actively seek and encourage customer feedback through a range of methods to continuously improve our services, and provide regular updates on action taken.
  • Advise all customers of our complaints procedure, should they feel that our service has fallen short of expectations.

Central Admin

These standards have been drafted with a view to our Service Users being internal staff and colleagues, external stakeholders and students to a lesser extent.

We will:

  • Treat you as an individual and strive to understand you particular needs by providing dedicated staff for each department/service area who understand its particular needs, and working proactively with you to ensure we can continue to provide this level of service where your needs change
  • Treat you as a stakeholder in your University experience and recognise your investment in your education, ensuring we are mindful of our role in supporting our service users to help them achieve the aims and objectives of the S&AS strategy, and in contributing to the overall student experience
  • Support you by providing and maintaining appropriate services, resources and facilities,  ensuring continuity of service in the case of staff absence/illness and clearly communicating who to contact as an alternative in the case of absence/illness
  • Work to continuously improve the standards of the service that we provide, using annual performance reviews linked to the S&AS strategy and providing excellent induction and CPD for staff and tutors
  • Monitor our performance against our range of service standards and report regularly on how our service is performing against these agreed standards
  • Listen to your feedback and use it to review and develop our services, encouraging feedback from our service users by setting up and clearly promoting a feedback channel, and communicating when feedback has led to improvement
  • Communicate with you in a clear, timely and accurate manner, responding to queries within two working days and updating service users with the S&AS bi-weekly newsletter
  • Respond appropriately to complaints, dealing with and reviewing complaints in line with the University complaints procedure.

Colleges

We will:

  • Treat you as an individual and strive to understand your particular needs by working with you to assess your needs before you arrive, making personal contact with every individual in their first term and providing you with regular and ongoing contact throughout your student experience
  • Treat you as a stakeholder in your University experience and recognise your investment in your education, providing a range of opportunities to support your academic and professional development
  • Support you by providing and maintaining appropriate services, resources and facilities, providing appropriate pastoral support, social spaces which are accessible to all college students and working alongside support services within the University and the wider community to deliver a service designed to meet your individual needs
  • Work to continuously improve the standards of the service that we provide, using annual performance reviews linked to college strategy and providing excellent induction and CPD for staff and tutors
  • Monitor our performance against our range of service standards and report regularly on how our service is performing against these agreed standards
  • Listen to your feedback and use it to review and develop our services, finding ways to monitor student satisfaction and using this to improve our services, and communicating when feedback has led to improvement. Where appropriate, we will also advocate for the student voice within the wider university
  • Communicate with you in a clear, timely and accurate manner, responding to queries within three working days and providing regular newsletters with a range of up-to-date information
  • Respond appropriately to complaints, clearly promoting the University complaints process and dealing with and reviewing complaints in line with the University complaints procedure.

Open Door and Disability

We will: 

  • Assess you based on your individual needs and allocate a practitioner based on these needs.
  • Always prioritise students needing more urgent support.
  • Encourage independence and resilience to enable continued academic progress.
  • Liaise with other university departments and external agencies, as and when necessary.
  • Support you by providing and maintaining appropriate services, resources and facilities i.e. workshops, 1:1 intervention, study skills sessions, regularly updated website.
  • Provide a comfortable and confidential space for you to discuss sensitive issues.
  • Offer termly opportunities for student feedback, and evolve services accordingly.
  • Use all feedback available to monitor our performance and measure improvement.
  • Provide an initial response to any query within 3 working days.
  • Respond to complaints in line with the university complaints procedure.
  • All of our staff will maintain professional membership, where appropriate.
  • Adhere to the standards and ethics outlined by the professional bodies, to which our staff are members.

Student Services

Student Services are committed to providing all its customers, including students, departments, and statutory and regulatory bodies, with a first class service in an accessible, customer focused environment.

We will:

  • Be friendly, approachable and professional
  • Provide experienced and professional staff who can assist you, signposting you to relevant support, opportunities and resources where appropriate
  • Provide accurate advice and guidance to students based on the most up to date regulations and policies
  • Maintain a close working relationship with all academic departments and other professional services to ensure that the support we offer is coordinated, timely and appropriate
  • Ensure our knowledge and skills are up to date so we can provide clear and accurate information and advice
  • Commit to sharing knowledge and communicating changes with our relevant parties. We commit to using plain English, will not use acronyms without explanation and will not assume prior knowledge when discussing issues and cases
  • Ensure the accuracy of the data we hold on students and the integrity of the systems in which we hold it
  • We will protect personal data and ensure we have identified callers, both students and staff members, effectively before giving out information. We recognise the particularly sensitive nature of some of the data we hold, as well as the delicacy of the situations which bring students to contact us, and will hold ourselves to a high standard of confidentiality and discretion
  • All correspondence to Student Services teams will normally receive a response within 3 working days. When we are not in a position to give a fully reasoned answer/explanation, a courtesy response will be given to say that we are looking into the query and will get back to the person in due course.  We will respond, wherever possible, to messages on the same working day that they were taken.  Where this isn’t possible, customers can expect to be warned of delays and given a reasonable expectation of response times
  • Inform students of any services we offer which require an additional charge before they request them, including replacement documentation, reexamination fees and graduation services
  • Publish individual teams’ responsiveness targets and their success in meeting these targets on an annual basis, where applicable/appropriate
  • Actively seek and encourage customer feedback and provide regular updates on action taken
  • Appropriately respond to customer complaints when they arise, and advise all customers of the University complaints procedure, should they feel that our response has fallen short of expectations.
  • Look to continuously improve our services and their delivery, with a view to becoming a sector leader

Student Support

Student Support is committed to providing all its customers, including students, departments, and statutory and regulatory bodies, with a first class service in an accessible, customer focused environment.

We will:

  • Be friendly, approachable and professional
  • Provide experienced and professional staff who can assist you, signposting you to relevant support, opportunities and resources where appropriate
  • Provide accurate advice and guidance to students based on the most up to date regulations and policies
  • Maintain a close working relationship with all academic departments and other professional services to ensure that the support we offer is coordinated, timely and appropriate
  • Ensure our knowledge and skills are up to date so we can provide clear and accurate information and advice
  • Commit to sharing knowledge and communicating changes with our relevant parties. We commit to using plain English, will not use acronyms without explanation and will not assume prior knowledge when discussing issues and cases
  • Ensure the accuracy of the data we hold on students and the integrity of the systems in which we hold it
  • We will protect personal data and ensure we have identified callers, both students and staff members, effectively before giving out information. We recognise the particularly sensitive nature of some of the data we hold, as well as the delicacy of the situations which bring students to contact us, and will hold ourselves to a high standard of confidentiality and discretion
  • All correspondence to Student Support teams will normally receive a response within 3 working days. When we are not in a position to give a fully reasoned answer/explanation, a courtesy response will be given to say that we are looking into the query and will get back to the person in due course.  We will respond, wherever possible, to messages on the same working day that they were taken.  Where this isn’t possible, customers can expect to be warned of delays and given a reasonable expectation of response times
  • Publish individual teams’ responsiveness targets and their success in meeting these targets on an annual basis, where applicable/appropriate
  • Actively seek and encourage customer feedback and provide regular updates on action taken
  • Appropriately respond to customer complaints when they arise, and advise all customers of the University complaints procedure, should they feel that our response has fallen short of expectations.
  • Look to continuously improve our services and their delivery, with a view to becoming a sector leader

Information and statistics

We keep a record of performance statistics and survey results for each of our departments. You can view the departmental stats here.