Academic Quality Framework Chapter 9

Definitions

1. Student: a person who is enrolled on any programme or course offered by the University.

Supporting Students at Northeastern University London

2. Northeastern University London (the University) recognises that supporting students throughout their studies is paramount if they are to achieve their highest potential and be successful in their studies and their future career paths.
3. All staff at the University are committed to supporting students, but the University has dedicated members of professional staff who focus on student welfare: the Head of Student Support and Development (HSSD), the Student Wellbeing Coordinators (SWCs), Student Support Coordinators (SSCs) and the Mental Health Advisers (MHAs). The SWCs provide students with learning and disability support. The SSC provides assistance with funding and practical matters. The MHAs offer confidential, impartial advice and information on concerns relating to mental health and emotional well-being.
4. The Head of Academic Support leads a team which includes Academic Advisors, Academic Writing Advisors, Specific Learning Difficulties Adviser, and Maths Tutor to support students with the challenges they may face in their academic studies.
5. The HSSD and HAS provide departmental leadership and oversight for their areas.  These areas work alongside other members of Academic Services, and other staff, including Associate Dean for Teaching and Learning, Assistant Dean for Teaching and Learning, Associate Director for Teaching and Learning, Head of Discipline, Course, Director of Apprenticeships, the Financial Controller, and the Quality Team also provide a range of support services. In addition, the Facilities Coordinator is able to provide support with University IT services.
6. Students studying mobility courses are also supported by FIND for counselling services, virtual peer led tutoring and the Northeastern Writing Center.
7. Students have the opportunity to raise concerns formally through their elected student representatives to the Student Engagement Group; Learner Voice; and/or Faculty Meetings or Programme Team Meetings for Degree Apprenticeships.
8. The Student Union has a Welfare Officer and Diversity Officer who are available for students to speak to informally on a range of personal issues.
9. The University’s Student Welfare Policy provides further detail on the welfare support available at the University. Students are recommended to make themselves familiar with this policy.
10. Support is offered throughout the student’s time at the University. All student support related activities and policies take the UK Quality Code Theme: Enabling Student Achievement.

Staff Responsibilities for Student Support

Academic Services

Associate Vice President for Academic Services and Student Engagement, Registrar

11. The Registrar has overall responsibility for the administration and compliance of the Universities academic provision and the support and services to faculty and students.

Academic Registrar, Assistant Director Academic Services

12. The Academic Registrar supports the Registrar and is responsible for the day-to-day operations of Registry, Quality Assurance, Student Support and Development, Academic Support and Residence Life.

Head of Registry

13. The Head of Registry manages Registry, which is responsible for the administrative process for student records and assessment procedures, including assessment board preparation.
14. Registry can also be contacted with general queries, including student letters and transcript requests.

Head of Student Support and Development

15. The Head of Student Support and Development is a member of Academic Services, and leader of Student Support and Development. The HSSD’s chief remit is oversight of policy guidelines, in addition to mental health support and pastoral care for students. The HSSD works in tandem with the SWCs, SSCs and MHAs to enhance the wellbeing of the student population.

Student Wellbeing Coordinator

16. Student Wellbeing Coordinators (SWCs) are members of SSD and are the first point of contact for students with disabilities, supporting them with learning and assessment activities. SWCs also lead on supporting and managing student’s applications for extenuating circumstances.

Student Support Coordinator

18. Student Support Coordinators offer support and guidance to students for general matters and offer particular support for students experiencing financial problems, having difficulties with their student loan application, students with experience of care and students with poor academic engagement.

Mental Health Adviser

18. The Mental Health Adviser (MHA) is a member of SSD and offers confidential, impartial advice and information on concerns relating to mental health and emotional well-being.

Head of Residence Services and Residence Life Team

19. The Head of Residence Life (HRL) is responsible for leading the residence life team and the student’s residential experience.
20. The HRL is supported by a full team of Residence Life Supervisors and Residence Life Coordinators. This team collaborates with a variety of teams across the University in supporting students and building a community spirit within the halls of residence.
21. The HRL also works closely with the Housing Officer to source and review external housing providers, assigning rooms and being the main contact with the external housing providers.
22. The HRL is also the key contact with colleagues involved with pathway programmes from Northeastern University, Boston.

Head of Academic Support

23. The Head of Academic Support is responsible for the management of a range of professional services to support students’ academic success including academic advising, English for academic purposes (EAP), academic writing, Maths, and specialist support tutoring.

Academic Advisors

24. The Academic Advisor plays a critical role in advising students in University programmes. The Academic Advising team are divided into mobility (study abroad students) and domestic (double degree and combined degree programmes). Each division, mobility and domestic, has their own Lead Academic Advisor, who is responsible for leading each group of advisors.
25. The Academic Adviser will work in close collaboration with operational and administrative departments at the University, as well as faculty.

English and Academic Writing Advisor

26. The English and Academic Writing Advisor is central to supporting students with their academic transition to University level studies. They collaborate closely with the faculty in design support materials, such as tutorials and webinars, to support students in preparing formative and summative assessments.

Maths Tutor

27. The Maths Tutor primary role is to support students with their maths and collaborate closely with the faculty to ensure consistency in approach, awareness of course content and skills progression within the discipline.
28. The Maths Tutor will provide individual one-to-one support, small groups, webinars and guided learning resources.

Specific Learning Differences Advisor

29. The key responsibilities of this role are to support students with learning differences to develop effective learning strategies and to appropriately use technology to enable them to perform to their full academic potential. The SpLD Adviser will work with students individually and in small groups.

Head of Quality Assurance and Quality Team

30. The Head of Quality Assurance (HQA) is responsible for leading the quality assurance and enhancement of academic standards, learning opportunities and student experience, including ensuring that students have a ‘voice’ at the University and student feedback is heard and actioned as appropriate.
31. The HQA is supported on an operational basis by the Quality Managers (QM) and Quality Officer (QO) making the Quality Team. Together the Quality Team is responsible for managing the student voice mechanisms, reviewing internal and external student satisfaction surveys, and supporting student representatives in their role.

Success Manager (Apprenticeships)

32. A designated Success Manager will support a student throughout their apprenticeship. They will oversee the student’s apprenticeship and will be the first point of contact for queries relating to the apprenticeship programme. They will ensure that you are receiving the minimum off-the-job time to complete your academic studies (i.e., approximately 1 day per week).

Operations Team

Timetabling Manager

33. The Timetabling Manager (TM) is responsible for the scheduling of all classes at the University and is responsible for the publication of the timetable, using CELCAT. The Timetabling Manager is the main contact for any timetabling queries and also assists with any ad-hoc room bookings which students, learners or staff request for study or event purposes.

VLE and Learning Resources Team

34. The VLE and Learning Resources Team operate the University’s Virtual Learning Environment (VLE) – Canvas. This includes full support for students and staff, a programme of technical integration and development, and optimisation of the presentation of all teaching materials.
35. The VLE and Learning Resources Team also coordinates the provision of reading materials with all faculty members, especially faculty librarians, and with Senate House Library.

Academic Team

Associate Dean of Teaching and Learning

36. The Associate Dean of Teaching and Learning is responsible for the strategic direction of student guidance and learner support in the University. They take the lead academic role in the University’s National Student Survey (NSS) and Teaching Excellence Framework (TEF) action planning and implementation. They work with the Students’ Union, Academic Services, and Access and Participation team to ensure the University is agile in its approach to student support and guidance.

Assistant Dean of Teaching and Learning

37. The Assistant Dean of Teaching and Learning operationalises the University’s student guidance and learner support strategy. They play a key role in designing and co-ordinating guidance, and liaise with Academic Services and the Faculty Associate Directors of Teaching and Learning to ensure consistency of approach.

Faculty Associate Director of Teaching and Learning

38. Each Faculty Associate Director of Teaching and Learning is responsible for curriculum development and management of all programmes based in their Faculty. They are also a point of contact for students who are experiencing difficulties with their programme of choice. They are also able to advise students who are considering changing their programme subject of choice.

Head of Discipline

39. The Head of Discipline is responsible for the delivery of the curriculum and management of their designated discipline. The Head of Discipliner is also a point of contact for students/learners who are experiencing difficulties with their studies.

Course Leader

40. Course Leaders are responsible for the management of their course(s). They are also a point of contact for students/learners who are experiencing difficulties with meeting coursework deadlines, content of the course, or developing knowledge and skills associated with the course.

Open Door Culture

41. The University operates an ‘open door’ culture allowing students to drop in and make general enquiries between the hours of 10am and 4pm. Students should go to First Point in Devon House if they require contact with specific members of staff.  If a student wishes to speak with the MHA in a confidential setting, they may book an appointment in advance using TargetConnect. Outside of working hours and at weekends, students should contact emergency services.

Students with Disabilities

42. In addition to the support provided by the SWC in their role as the disability advisor, the University implements a Student Disability Policy. This policy has been produced in line with the Equality Act 2010.
43. The following information is included in this policy:
    1. Who to contact should a student wish to disclose a disability using the disclosure disability form
    2. Financial advice and Disabled Students’ Allowance
    3. Recording of lectures
    4. Support available for examinations.

Academic Services

44. Academic Services consists of the following teams of professional staff:
    1. Registry
    2. Student Support and Development
    3. Resident Services
    4. Quality
45. Academic Services staff are predominantly working from Marble Quay. Students are able to contact the Academic Service teams through First Point the student help point on the ground floor or by emailing. Academic Services provides a wide range of student services as listed below:
    1. Student registration and attendance
    2. Programme transfers, withdrawals and deferrals
    3. Examination timetable
    4. Extenuating Circumstances applications
    5. Assessment submissions, results, and certificates
    6. Student details and confirmation letters
    7. Matriculation and graduation
46. Academic Services is also able to advise students on:
    1. Difficulties in attending lectures, seminars, tutorials, or meeting coursework deadlines
    2. Time management and study planning
    3. Interruption of studies
    4. Issues relating to examination results and referrals
    5. Applying for extensions of assignment deadlines

Finance

47. The University recognises that students may encounter difficulties in paying tuition fees. In order to support students with their financial commitment to the University, students can request to organise an individual payment scheme, considering preferred payment options and any external or internal financial support that might exist. The Finance Team can offer financial advice to students regarding their fees, and students are requested to speak directly to the Finance Team.
48. Further information can be found in Admissions section of the Policies and Procedure pages in the Academic Handbook.

Library Services

49. Students have access to Northeastern University online library. Access to this library can be found on the Library and Online Resources page on Canvas.
50. In addition, students also have the option to sign up for a membership at Senate House Library (SHL), where the University holds its own collection of books. Students and faculty who apply for membership can access and borrow from the NU London collection, as well as Senate House Library’s broader collection of over two million books and over 1800 archives and special collections.
51. The library activities are overseen by the Libraries Officer and the Faculty Library Officers.

IT Facilities

52. IT facilities include the provision of an intranet service, audio visual services, management information services and virtual learning services. The University provides students with a University email account and password, and wireless access to the internet is available throughout the Registry. Students must use the IT facilities in-line with the Acceptable Use Policy for Students (IT).
53. Students receive a comprehensive IT induction when they enrol at the University. This training is supported by a manual that is available on the VLE. Included in this IT induction is how to access CELCAT (timetable software) and the virtual learning environment.
54. Further information on the IT facilities available at the University can be found in the Student Handbook. 

Virtual Learning Environment (VLE)

55. The University ensures that students are supported outside class contact time by means of the virtual learning environment, through which students access learning materials and communicate with fellow students and faculty. All students and faculty have access to the VLE. Faculty are expected to upload electronic learning content in a range of file types as well as utilise discussion forums.
56. All Assignments, Forums, Quizzes, appointment booking portals, shared workspaces, project and portfolio management tools, all teaching materials, and the hyperlinks to all additional resources, are accessed through the Canvas VLE.
57. The VLE and Learning Resources Team are responsible for maintaining the VLE and are the key contacts for students and faculty.

Student Union

58. The University believes that a strong, healthy and vibrant Student Union is vital to enhancing the student experience. All students are automatically members of the union on enrolment at the University. The University’s Student Union is run by officers, who represent every student and their interests throughout their time at the University. Officers are elected by their peers.
59. The Officers are involved in the University’s business as a whole. The President is a member of Academic Board and is available to support students through University procedures. The President also attends Northeastern London Board meetings. The Student Union is another point of contact for students who need support during their time at the University.

Student Voice and Student Representation

60. By encouraging students to use the various channels of the student voice, staff and the Student Union hope that students will gain a greater sense of ownership over their experience at the University, and that their views will enhance the experience of the entire student body.
61. All students are reminded that they have a responsibility to participate in the University’s quality assurance processes for providing constructive feedback when asked to, in order to develop and enhance the University’s provision and services, which ultimately enhance their own student experience.
62. Student Representatives are elected on an annual basis. They support their fellow students by voicing the views and suggestions of the student body to the University management and staff. In addition, they can assist individual students by signposting them to relevant services and staff. The Quality Team provides them with training and on-going support in their role.
63. More information about student representation can be found in AQF Chapter 10 Student Voice.

Student Appeals, Complaints & Discipline

64. The University aims to deal openly, fairly and effectively with student appeals, complaints and disciplinary matters, and to offer appropriate support and remedy.
65. A range of formal appeals, complaints and disciplinary procedures are established at the University. These are published to students and staff in the Academic Handbook, on the University’s website, and they are introduced during induction sessions each year.
66. The University encourages such matters to be addressed informally and discretely, to resolve any issue expediently and to the benefit of all partied where possible.
67. Both the Student Union, Student Support and Development, and Academic Support are able to provide advice on submitting appeals and complaints. In all cases students are strongly encouraged to seek impartial advice concerning their complaint.

Careers Advice

68. Life after University is a key element of the University’s strategic plan, which aims to ensure that students get fulfilling jobs and opportunities after their education. The University is committed to ensuring that students develop skills that will open doors in the professional world and place them in the best possible position to embark on fulfilling careers.
69. Careers Counselling is highly personalised, and each student has a named individual who works with them to develop a personal narrative, assemble the experience they need to be a compelling candidate, write a CV, and carry out effective networking. Careers advice is provided by people with direct experience of the careers the students are interested in.

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