Minimum Standards for

the provision of

Information, Advice and

Guidance

July 2012

How do students find help?

How would we like them to find help?

Minimum core opening hours 10-4

Things to consider

Who will staff reception desks?

How will you manage lunch, sickness, holidays, busy periods?

Generic School / Service telephone number

Things to consider

Do you have a number you could use already?

Who will be on the hunt loop?

Do all users know the key roles and areas of work within the school / service?

Does everyone understand how to transfer calls?

Do you need to put menu options in for callers?

Can you guarantee the phone will be answered during office opening hours?

Generic Email address for all enquiries

Things to consider

Who will be the manager responsible for the account?

What protocols do you need to put in place to manage the incoming mail?

What is a reasonable time limit you can set for responding to emails?

How will you ensure you monitor the system?

The School of Sport Science

Visit us from 10 am – 4 pm, Monday to FridayUniversity Place, 3.720

Or, you can also contact us by phone or email:-

Phone us on 0161 275 1234

Email us at sportscience@manchester.ac.uk

Menu of ServicesWe can help you with:-

Academic staff locationAdmissions queriesAssessment queriesCoursework submissionDissertation SubmissionExamination queriesFeedback Mitigating Circumstances Forms/Evidence SubmissionInterruption queriesPhD Thesis SubmissionAppeals & ComplaintsTimetable Queries

We can also provide referrals to these services:-Accommodation OfficeCareers ServiceCounselling ServiceCredit ControlDisability Support OfficeEnglish Language SupportInternational Advice TeamIT SupportLibrary ServicesManchester Student HomesOccupational HealthStudent Fees TeamStudent Guidance ServiceStudent Services CentreStudents’ Union Advice CentreStudy Abroad

Advertising

Things to consider

What does your list of services look like?

Is it clearly displayed at the point of delivery and on your website?

Are you displaying the AskMe logo?

Ownership

Things to consider

How do we make sure students have been dealt with to the best of our knowledge?

How do we let them know we’re all part of the same support system?