Academic advice service agreement

The purpose of this agreement is to outline what level of service a student can expect from the KCLSU Academic Advice Service and it's advisers. Also included are recommendations to clients in order to help them receive the best possible service.

KCLSU is a student led organisation. When a student of King's College London wishes to receive representation from KCLSU regarding the College then an elected officer will make that representation, not an adviser. This agreement also outlines what form that representation will take.

Introduction

As the Academic Advice Service deals only with academic issues any others are immediately referred to the College Welfare or Counselling Services. Personal circumstances may be discussed in relation to the academic issue, but no advice can be offered to students concerning them.

The Academic Advice Service operates on a first-come-first-served policy. No student has more right to representation than another.

Strictly speaking a 'student' is any person registered with the College; a student becomes a member of KCLSU at the same time they enrol on a King's College London course, from which point they are entitled to use all KCLSU services. When a student graduates, discontinues, or suspends their studies then normally only a constrained level of service from King's College London is offered. The same cannot be said of the Academic Advice Service since many students may wish to appeal against discontinuation of their studies and as such those who have had their registration terminated have the right to support and representation for the duration of the appeal process.

If all College procedures have been exhausted, and regulated time limits expired, then advisers, who work within the restrictions of the College Regulations, will refer students on to relevant services. The Academic Advice Service cannot offer any more advice to a student once the College regulations and Office of the Independent Adjudicator (OIA) procedures have been exhausted or time limits have expired. The Academic Advice Service does not and cannot offer legal advice or representation.

The service and conduct of advisers are based on a number of principles:

• impartiality
• independence
• non-judgemental
• confidentiality
• empowerment

In return, students accessing the service are expected to approach an adviser in an honest, open and respectful manner, and to make a commitment to the course of action agreed with them.

Student officers and staff

When engaging with the Academic Advice Service, a student's first point of contact will be an adviser. Advisers are full-time members of KCLSU staff and have specialist training and experience in advising on academic regulations. Staff members will 'case build' - offer consultations with the student, research their case and, where appropriate, engage in dialogue with the College on their behalf.

If at any point the student requires representation, then an elected officer will be called upon to accompany them to any meetings and/or hearings. The member of staff will help facilitate the representative process by briefing student officers on the case, updating the Vice President Education & Representation and maintaining lines of communication between student and officer.

This representation will consist of:

• Meeting support
  The representative is allowed to accompany the student to clarify any enquiries and support them with any questions posed to them.
• Informed feedback
  The representative can help the student reflect and offer support on the next stage of the process as well as relay approved decisions and information back to the adviser.
• Regulations guidance
  The College academic regulations are detailed, and representatives can explain and clarify procedures before, during and after meetings. Answers can be given to questions over the next stages of the investigation.
• Student opinion
  Representatives have experience of helping students progress through the College procedures. They have also been students themselves, therefore bringing a degree of empathy to all cases.

Principles

Impartiality

It is the policy of the Academic Advice Service to provide the student with a range of plausible options, founded on the College Regulations and based on the adviser's experience. The adviser will not advise the student on a particular route, but will help outline the consequences of each possible decision.

Independence

KCLSU is independent of the College so students can be sure of impartiality as to outcomes. KCLSUs interest lies only in aiding the student to reach the outcome that is in their best interests.

Non-judgemental

It is not for the adviser to judge how the student has come to their current situation. All cases will be accepted, and advisers will focus on the current situation and possible solutions to it.

Confidentiality

Excluding cases where there may be a conflict of interests advisers may discuss the technicalities of cases with other KCLSU advisers, but no other member of staff and no other student. When representation is required by the student client then an elected student officer (normally the Vice President Education & Representation) is approached by the adviser, and with the permission of the student client, case details discussed; this results in a more acute form of representation for the student. An adviser can speak to members of College staff on behalf of the student with the latters permission.

Empowerment

The Academic Advice Service is keen to encourage students to take responsibility for their studies. The student has an academic contract with the College and College staff would prefer to deal with the student directly. Additionally, due to demands on the service, advisers will only edit and finalise communications with the College - all forms of communication should be composed by the student.

What is expected of students

Honesty

KCLSU cannot help the student to make an efficient representation unless all facts surrounding the issue are conveyed to advisers. It is urged that if an allegation is made against students, then during any investigation procedures the student makes a full disclosure of the situation to their knowledge. Any misleading statement or action could result in a penalty being imposed on the student by the College.

Communication

In order for advisers to perform their role effectively they need to be updated with any developments in a students' case. The College communicates directly with the student, and not through KCLSU, therefore advisers appreciate being informed of any correspondence made by either party. Additionally, advisers will contact the College on the students' behalf, but it is stressed that the student should try appropriate channels first.

Commitment

Students are asked to keep to their appointments. If they are unable to attend then a cancellation call is expected. It is advisable for students to turn up early to any meetings/hearings with the College. Student officers making representations will normally meet students 15 minutes before a hearing to resolve last minute questions and organise statements.

Respect

Students are reminded that KCLSU is bound by an Equal Opportunities policy, which is applicable to all our services. Students using the service will adhere to the policy at all times. Any evidence of a breach of the policy may result in an investigation and formal disciplinary action.

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