Student Adviser

Job description

Job Purpose:

This role sits within the Advice & Wellbeing Service, a key focus is on delivering 1:1 timely interventions to support students to succeed within their academic journey. The Student Adviser will be responsible for supporting the Students’ Union Advice Service to provide high quality information and advice that concentrates on proactive preventative support to students on academic and welfare matters.

This role will be key in looking at trend data and providing insight to elected Officers and staff on matters where the trend in individual casework is indicative of an issue impacting on an increasing number of students.

The role will seek to develop insight into the specific needs of students studying at University of Greenwich, develop new initiatives and support the creation of subsequent recommendations.

Reports to:

Advice & Wellbeing Manager.

Responsible for:

Occasional student staff, volunteers on an ad-hoc basis.

Department/Service

This role sits within the wider Membership Services department, together with other key areas consisting of; Student Voice and Policy, Campus Engagement; Sport, Societies and Front of House. We provide a high-quality service for students, that they can shape, steer and be at the heart of. 

Duties and key responsibilities

The post holder will:

  • Have good knowledge in areas relating to Advice and the challenges Students face within the higher education sector.
  • Provide academic and welfare advice to clients on relevant issues using Microsoft Teams, phone, e-mail, drop-in sessions and one to one appointments, using a client centered approach.
  • Act on behalf of the client, obtain information from the University or external organisations, as is reasonably required, to enable them to make an informed choice on the options available to them.
  • Where necessary, advocate on behalf of student members to the University and/or such external organisations as have been approved by the Advice & Wellbeing Manager and/or Head of Advice and Wellbeing.
  • Signpost students and undertake casework referral to other specialist agencies as necessary.
  • Maintain monitoring systems through casework reviews, stakeholder feedback and monthly and annual reporting to ensure a high-quality service provision to students.
  • Undertake peer review activities and supervision as needed by the team.
  • Provide regular insights and reports on advice data and any campaigns so as to inform our service provision.
  • To create and maintain accurate, comprehensive case records at all times; record all advice given and outcomes of any actions taken. Ensure confidentiality is adhered to at all times.

Key Areas

  • Be an engaged and an active member of the wider Membership Department, contributing regularly and working collaboratively with peers.
  • Provide support to the Officer team in relation to Advice trends, issues and data, helping and equipping them, particularly in their roles as elected representatives.
  • Prepare written information for relevant Union briefings, materials and publicity as required.
  • Assist the team with a review of relevant reference materials and publicity for the service as requested.
  • Publicise and represent the Advice Service at key GSU and UoG events and activities such as Welcome, Outreach Stalls, and/or Wellbeing Checks etc.
  • To attend all training sessions necessary to ensure post holders knowledge and skills are kept up to date.

Monitoring and Evaluation

  • Monitor the matters raised via individual student cases to identify common trends and report on these trends to inform working practices and policies of the Students’ Union and University.
  • Provide briefings, debriefs, reports, research and where appropriate attend forums and other meetings as requested to support Student Officers so that advice service trends inform policy and practice improvements.
  • Monitor and report on targets and metrics relating to advice campaigns
  • Support GSU Officers and the wider SU to influence University policies and procedures by regularly attending university meetings relating to Advice Policy, Health and Wellbeing and student panels.

Stakeholder management

  • Collaborate with GSU colleagues, particularly the Representation and Student Voice Team, Campus Engagement Teams to ensure we have a consistent approach to how we work with and support students.
  • Support students from all demographics, and particularly those from under-represented groups to engage with the GSU Advice Service.
  • Support GSU Officers to achieve their remits for the year in relation to Advice and Wellbeing activities.
  • Develop and maintain effective working relationships and links with appropriate staff in the University including the Student Services Team, Complaints and Appeals Team, Accommodation Team, Heads of Department and other staff from faculties across Greenwich and Kent campuses.
  • Liaise with relevant agencies and organisations relevant to the SU and student community, including regional and local Advice networks.

2. General Responsibilities

  • Represent and be an ambassador for GSU.
  • Be flexible and carry out other associated duties as may arise, develop, or be assigned in line with the broad remit of the position.
  • Maintain and improve competencies through continuous professional development.
  • Abide by organisational policies, codes of conduct and practices.
  • Support and promote liberation, diversity and equality of opportunity in the workplace.
  • Treat with confidentiality any personal, private, or sensitive information about individual organisations and or clients or staff and Project data.
  • Actively seek better ways to assist GSU in its effort to become a more sustainable workplace.
  • Any other duties commensurate with the accountabilities of the post.

Personal Specification


Essential Experience

  • Relevant experience working in a Students’ Union, charity, youth or education sector in an advisory capacity.
  • Minimum 1 year full time equivalent (FTE) experience of working within the advice sector or equivalent.
  • Minimum 1 year experience (or FTE) of undertaking casework with students or clients.
  • Experience of negotiation and advocacy.
  • Project planning and evaluation skills.
  • Identifying and meeting training needs.
  • Producing information and publicity materials.
  • Experience of working to operational policies and procedures.
  • Experience of working with a range of stakeholders and partnership working.

Essential Skills and Abilities

  • Ability to work within a high performing team.
  • Ability to troubleshoot difficult situations, and deal with them calmly, efficiently and effectively.
  • Ability to produce confident, clear written reports and be able to write succinct documents on complex areas.
  • IT skills at a level that supports membership CRM systems and other platforms.
  • Excellent time management and organisational skills with the ability to reach deadlines, within agreed budgets and to a consistently high standard.
  • Ability to stay focused and efficient in the face on changing priorities.
  • Track record of successfully developing and implementing solutions to Advice trends.
  • Clear communication skills - face to face and on the phone or email, and at formal and informal meetings or hearings.
  • Problem solving, and able to deal with resolve difficult situations calmly, efficiently and effectively
  • Assertive as well as diplomatic.

Essential Knowledge

  • Knowledge of digital Advice casework databases such as AdvicePro, Caseworker Connect or equivalent.
  • Knowledge of Safeguarding for vulnerable adults at risk children.
  • Knowledge of relevant health and safety legislation.
  • Knowledge of GDPR and handling sensitive data.

Desirable Knowledge

  • Awareness of current issues within the higher education sector.
  • Knowledge of relevant external bodies and organisations including NUS, OIA, Citizens Advice


CONDITIONS:

Career Staff Role

Contract: Permanent

Salary: £32,912 - £37,044*

New starters will be placed on the bottom spine point of their grade. If you would like more information on our Pay Policy, please let us know.

Hours of work: 35 per week

Annual Leave: 25 days holiday plus bank holidays in addition, ‘privilege leave’ over the Christmas and New Year period is also additionally given.

Interviews: W/C 16/12/2024