Academic Quality Framework Chapter 10

Introduction to ‘Student Voice’

1. Student voice is paramount, and all students are encouraged to participate in providing feedback, to improve the quality and standards at the University. 
2. For this Chapter, ‘student’ refers to all registered students at the University.
3. The University considers students as partners in monitoring and enhancing the student experience. All students are encouraged to participate and engage with the quality assurance processes.
4. The University considers its student voice mechanisms meet UK Quality Code theme Student Engagement:
5. “The provider actively engages students individually and collectively, in the quality of their educational experience. “
6. The main purposes for promoting student voice are to:
   1. Enhance the student experience.
   2. Contribute to the decision-making processes.
   3. Ensure the effectiveness of programme design and delivery.
   4. Identify and share good practice.
7. The Quality Assurance and Enhancement Strategy lists the mechanisms for student engagement in quality assurance and enhancement activities as one of its objectives. Therefore, the Quality Team (QT) is responsible for proposing and monitoring the effectiveness of student voice at the University.
8. Students are able to make their contribution to the University’s decision-making process through student representation, surveys, consultation on programme and course modifications, new programme approval events, an open-door culture and complaints and appeals procedures.

Keeping Students Informed

9. Students are kept informed about the ways in which they may engage with the University through the Academic Handbook, Student Handbooks, and during annual induction sessions.
10. During the quality assurance induction/welcome back sessions at the start of each academic year, students are informed about how the University uses their feedback and what enhancements have been made directly in response to their comments and suggestions.
11. Student cafés are held throughout the academic year to give all students the opportunity to meet informally with members of the Teaching and Learning team, and share ideas about how the University can enhance their academic experience. Each cafe has a different theme, which will be proposed by the students. Feedback on how dialogue in the cafes has informed policy and decision-making will be provided via a number of mechanisms, including email, newsletters, updates on the screens around campus and in subsequent cafes.
12. Throughout the academic year students are kept informed about how the University uses their views and feedback through ‘Your Voice Leads to Change” infographics, student representatives and the Student Union.
13. The QT also makes use of the Virtual Learning Environment, with a dedicated page titled ‘Student Voice’ where the reports from surveys and consultations are posted.

Student Voice Mechanisms

Student Representation

14. The University has a duty to ensure that the views of its students are represented. The University is committed to celebrating diversity and promoting equality of opportunity across all the ‘protected characteristics’ as defined by the Equality Act 2010. Students can become involved in a number of ways:
    1. Standing for election to the role of Student Representative.
    2. Encouraging colleagues to stand for election.
    3. Accepting an invitation to stand.
    4. Attending as an observer.
    5. Submitting agenda items and papers for consideration.
    6. Providing feedback to Chairs, secretaries or QT on the effectiveness of the committee system.
15. Every discipline has elected student representation. Indicative student representation can be found in the Student Representative Handbook.
16. Student representatives are expected to be fully engaged and active in their roles and be clear of what is expected of them as representatives (including maintaining a dialogue with all their subject peers; being representative of their cohort; being empowered to be partners in decisions about the student experience and ensuring they are fully prepared for meetings).
17. The University should take into account, when using student representatives for specific projects, the potential workload for the student representative
18. Students are provided with the information about student representation during the quality assurance inductions at the start of the academic year.
19. Nominations student representatives are submitted during the first few weeks of the semester and a vote taken by student peers, if necessary.
20. The Faculty Director is responsible for organising the nomination and election process for all positions and to provide clear leadership and engagement.
21. Student representatives will typically be appointed for one academic year.
22. QT is responsible for providing training and ongoing support for all student representatives and is supported by the Student Union.
23. Communication channels are in place to ensure speedy resolution of student issues brought up through the student representation procedures.
24. Student representatives have the opportunity to feed into developments affecting their student experience at discipline, programme, and institutional level.
25. Student representatives provide feedback where the experience has been good, enabling this to be disseminated to others for possible inclusion in their practices.
26. Student representatives are eligible to sit on:
    1. Student Engagement Committee (SEC): The aim of SEC is to provide a forum for all students to provide feedback and evaluation that will lead to an enhancement of the student experience once resultant actions are implemented.
    2. Teaching, Learning and Enhancement Committee (TLEC): TLEC has the responsibility to enhance the teaching, learning and assessment for all of the programmes delivered at the University, and reports to Academic Board. Faculty Meetings: Faculties are responsible for maintaining and promoting excellence in the respective academic disciplines within the University. Each Faculty ensures effective engagement with students on programme-related matters and with other Faculties on matters of common interest in teaching and research. 
    3. Discipline Meetings: Discipline meetings are held, and student representatives attend in order to provide feedback to the Head of Discipline on matters relating to the operation of the students’ programme(s) of study.
    4. Global Experience Meetings: Global Experience meetings are held, and student representatives attend in order to provide feedback to the Global Experience Manager on matters relating to the global experience of the students.
    5. Learner Voice Meetings: are held, and student representatives attend in order to provide feedback to the Associate Director of Experiential, Careers and Apprenticeships on matters relating to the operation of the students’ programme(s) of study.
    6. Diploma Team (undergraduate students only (up to and including 2022-23 entry)): Diploma Team is responsible for overseeing the management of the core course and LAUNCH.

Open Door Culture

27. The University operates an ‘Open Door Culture’ for students to express their viewpoints and concerns. This enables students to speak to faculty or professional staff, including the Associate Dean of Teaching and Learning, of the University, at any point during the University open hours.

Steering Groups and Working Parties

28. From time to time steering groups and working parties are set up to review, investigate, assess, evaluate, audit, consult, develop or implement a specific issue/development.
29. Where appropriate student representation will form part of the steering group or working party.
30. In some instances, a student may join a steering group or working party due to a particular interest or experience in the business but nor stand as a Student Representative for their course or year group.

Focus Groups

31. From time-to-time, students may join a focus group to gain more in-depth student feedback following survey results.

Programme/Course Reviews, Modifications, and Approval Events

32. All students are invited to contribute to programme and course reviews, modifications and approval events.
33. For new programmes, at least one student will be asked to sit on the University Programme Approval Panel. Please refer to AQF Chapter 4: Programme and Course Approval and Modifications.

Complaints and Academic Appeals

34. The University is committed to ensuring a high-quality educational experience for its students, supported by appropriate academic, administrative and welfare support services and facilities.
35. The University publishes details of its complaints and academic appeals procedures in the Academic Handbook.
36. The Complaints Procedure for Students excludes certain specific complaints where the University has separate policies to deal with these:
    1. Academic Appeals Policy and Procedures
    2. Disciplinary Procedure for Students

Student Satisfaction Surveys

37. Applicants have an opportunity to complete the UCAS Student Decision survey which generates a report which is reviewed and analysed by the Admissions Team. 
38. Students are asked to complete satisfaction surveys at the end of each course and one at the end of the programme (not undergraduate final year students – see NSS paragraph below). Student satisfaction surveys are also published for the University Diploma core courses and LAUNCH at the end of the academic year. 
39. Third year students are required to complete the National Student Survey (NSS) questionnaire. The NSS is an independent survey for all final year undergraduate students at higher education providers. The aim of the NSS survey is to provide students with a platform to report back on their whole student experience.
40. NSS results are published on the Discover Uni website, the official website for comparing UK higher education course data that helps prospective students to choose the right programme and University for them.
41. Final year students receive a separate briefing on the NSS to help prepare them to complete the survey.
42. Postgraduate taught students are invited to participate in the Postgraduate Taught Experience Survey. This survey is delivered by Advance HE to drive improvement in the academic experience.
43. Postgraduate research students are invited to participate in the Postgraduate Research Experience Survey. This survey is delivered by Advance HE to drive improvement in the academic experience.
44. Faculty Directors/Associate Directors/Heads of Discipline/ may use other qualitative methods (such as SEC/Faculty/Discipline meetings) to address concerns that may arise and require further understanding and investigation.
45. Analysis of internal surveys:
    1. The survey is designed for ease of completion. A traffic light system is used to identify satisfaction as follows:
    2. The surveys are typically open for a maximum of three weeks.
    3. QT is responsible for sending out the surveys, collating and distributing results.
46. Analysis of NSS, PRES and PTES
    1. The results are analysed and judgements are made using criteria as follows:
       1. 10%+ above national average is judged to be excellent
       2. 5% – 10% above national average is judged to be good
       3. Equalling national average is judged to be satisfactory
       4. Below national average is judged to require improvement
47. Student Satisfaction Survey Report
    1. The results of internal surveys PRES, PTES, and the NSS are summarised and collated into a Student Satisfaction Survey Report by the QT, and an action plan is developed to address the areas for improvement in collaboration with the Associate Dean of Teaching and Learning, and with student consultation The report goes to Academic Board and Northeastern London Board. Academic Board is responsible to approve the report and the action plan. Teaching, Learning and Enhancement Committee is responsible for monitoring the actions on behalf of Academic Board. 
    2. The approved report is published for students and staff on the University’s virtual learning environment, Canvas.
    3. As part of the induction/welcome back sessions at the start of each academic year, students attend a presentation which summarises the outcomes of the student feedback of the preceding year.

The Student Union

48. The Student Union is a student-led organisation at the heart of the University experience. It exists to promote the interests of the student body. It aims to:
    1. Guides students to opportunities and decisions.
    2. Representative and inclusive of all students in decisions and to all levels of University leadership.
    3. Supports students academically, socially, and pastorally.
    4. Advocates for all students at all levels of decision-making.
49. It consists of eight union officers. Each officer is elected by their fellow students and serves a one-year term in their allocated role. Elections are held around May of each academic year for the following roles:
    1. Union President
    2. Community Officer
    3. Opportunities Officer
    4. Academic Officer
    5. Postgrad Officer
    6. Global Campuses
    7. Media & Communications officer
    8. Campus Officer
50. The Student Union officers have their roles clearly defined in its Constitution and with that, are required to act as another channel of communication with the University. The Officers represent the student body on other committees within the governance structure:
    1. The President sits on Northeastern London Board of Governors as an active observer. This enables the President to be part of discussions, providing the student perspective in the strategic planning of the University. The President is also a member of Academic Board.
    2. The Campus Officer sits on the Health and Safety Committee and, as such, has a direct line of communication with the Facilities Coordinator and HR and Operations Manager to raise facilities matters. 
    3. The Campus Officer sits on the Prevent Duty Review Group and, as such, has a direct line of communication with the Prevent Officer and contributes to the oversight of the Prevent Duty at the University.
    4. Student representatives (Student Union Diversity Officer and Postgraduate Taught student representative) are full members of the Diversity, Equity and Inclusion Committee which collaborates across all areas of the University to promote, enhance and increase diversity and equality, both internally and externally.
    5. An Officer sits on the Fair Access and Participation Steering Group which is responsible for the University’s widening participation activities and OfS approved Access and Participation Plan. 
    6. The Academic Officer sits on the Teaching, Learning and Enhancement Committee, which is responsible for enhancing the teaching, learning and assessment for all of the undergraduate and postgraduate programmes delivered at the University by overseeing and ensuring coherence across the various programmes.

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