Statement of Service

Aim

Stephenson College aims to provide a range of Information, Advice and Guidance. Our Service is designed to help you make choices about learning and/or work and to provide support to clients.

Objectives

Our objectives are to:
- Provide information, advice and guidance, including careers advice and guidance, to potential and existing clients, reflecting diversity of clients' needs.
- Provide support to clients to help them complete their learning programme successfully and progress.
- Liaise with College staff to facilitate the provision of information, advice and guidance and all other forms of support to clients and potential clients.
- Maintain accurate records of support, information, advice and guidance provided.
- Promote a supportive environment free from discrimination.
- Identify clients' needs and address, signpost or refer to suitable provider.

What we Offer

Information
Information about learning, training opportunities, jobs and careers is available in different formats such as:

      Printed material e.g. Course Guides,
      Intranet, Internet and on-line careers help

Information is given verbally over the telephone and face-to-face.

Information is provided in the English language and in standard formats. If you require information in another language or other formats our staff will try to obtain it for you.

Advice
We can offer you advice on learning and work issues which may help you to take further action or may lead on to more detailed guidance. Sometimes clients are referred to other IAG Services who may be better able to deal with specific issues. This referral takes place within 5 working days. Advice is offered over the telephone or face-to-face.

Guidance
We offer in-depth guidance to help you review a range of options before moving on to take decisions about learning or work. Help with CVs, written applications and interview techniques is also available.

Support
Financial Support is available through our Discretionary Learner Support Fund and Tuition and qualification fees are waived for those on qualifying benefits. Other awards/grants include Access to Learning Fund (ALF), Adult Learning Grant (ALG), Education Maintenance Allowance (EMA), Care to Learn, Childcare for Training and Learning for Work.

Students with learning difficulties and disabilities are provided with practical help and close contact is maintained with both the family and relevant support agencies. All areas of the college offer good access to people with physical disabilities.

The College has experienced and approachable student counsellors who are able to talk over any concerns you may have in total confidence, whether they are course-related or personal.

Who, when and where to Contact

Student Services Team Lynette Parker - Student Services Manager Sue Park - Student Advisor/Accommodation Anne Mason - Student Advisor/Financial Support Lucy Moore - Student Advisor/Careers and HE Linda Farley - Student Advisor Tracy Birch - Student Advisor Phillipa Kelleher - Student Advisor Cath Bale - Administrator (full-time applications) Mary Goh - Administrator(full-time applications & EMA) Laura Vesty - Administrator/SS Receptionist Chris Ison - Learning Support Co-ordinator

Opening Hours: Term Time Monday - Thursday 8.30 am - 6.30 pm Friday 8.30 am - 4.30 pm Non Term Time Monday - Thursday 8.30 am - 5.00 pm Friday 8.30 am - 4.30 pm T: (01530) 836136 ext 220. E: services@stephensoncoll.ac.uk

Student Services is located behind the College's main Reception and next to the Bistro at Stephenson College, Thornborough Road, Coalville, Leicestershire. LE67 4TN.

Telephone calls outside the centre's opening hours are recorded and you will receive a response within two working days.

Business Development Team:

Peta Fee - Apprentice Co-ordinator
Sundeep Kalsi - Train to Gain Co-ordinator
Melanie Tattersall - Employer Liaison Consultant
Dawn Plummer - Retention Co-ordinator
Denise Farmer - Retention Officer
Alison Garton - Retention Officer (Nottingham)
Sandra Harrison - Administrator
Kelly Wesley - Administrator
Business Advisors

What you can expect from us

• A friendly, courteous, welcoming service
  
• An efficient, professional and confidential service
  
• Accurate and up-to-date information
  
• Staff who are appropriately trained and experienced
  
• A fair and impartial service
  
• A drop-in and appointments service. If an appointment is delayed or cancelled we will give you clear reasons and offer you a convenient alternative
  
• Access to resources within Student Services
  
• A secure and confidential method of storing records of advice and guidance
  
• The right to a copy of any record of your advice or guidance
  
• A modern well-equipped centre
  
• Direct wheelchair access
  
• Materials which are kept up-to-date, well organised and displayed for your use
  
• A service offered in accordance with the National IAG Board Principles
  
• A response to telephone messages within 2 working days and to written enquiries with 5 days
  
• Requests for information not held, is made within 3 working days
  
• Full-time application acknowledgement sent same day as receipt
  
• Full-time application, provisional interview letter sent within 10 working days
  
• Financial help applications acknowledged within 5 working days and a decision will be given within 10 working days
  

The statement of Service will be reviewed annually.

If you are a student of the college, copies of advice and guidance records will be available to course tutors who will treat them confidentially.

What we expect from clients

• To observe the codes of conduct which apply to the college's students and visitors
• To keep appointments or to inform us as soon as possible if they are unable to do so.
• To be honest and open with us and where necessary to have thought about own needs and the nature of your enquiry
• Comment on the service provided
• Notify Student Services/Business Development if unable to keep an appointment
• Notify Student Services of any changes in circumstances, eg change of address

How we can act on your behalf

• We can obtain additional information for you from other sources.
• We can refer you to other IAG centres when their expertise is more relevant to your needs.




How you can help us to improve the service



A percentage of clients are asked to complete a questionnaire to provide us with feedback about the quality of our service. The information is given anonymously and is used by us to improve or add to the services offered.

tudents are asked to complete quality questionnaires – First Impressions/Mid year/End of year.

Informal feedback through course tutors.

There is a complaints/compliments procedure which you can use by asking for the leaflet in Student Services. Complaints will receive a response with 5 working days.

A copy of the National IAG Board Principles is available on request.