OMDOSHEAA 5th Conference Conflict Resolution in Universities

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OMDOSHEAA 5th Conference Conflict Resolution
in Universities

• Services We Present at UNE

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• Rhonda Leece
• Assistant Director
• (Student Services)
• University of New England

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Student Assist

• All students of UNE are entitled to use the
  services offered through Student Assist
• An integrated service with staff who work
  together, when necessary, to ensure that students
  can have as smooth a passage as possible through
  a degree and into future employment.

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Why Amalgamate?

• Develop an overarching student support strategy,
  including the identification of minimum standards
  of service delivery and a one point of contact
  for student support services
• Whole of student approach to the delivery of
  student support services
• Minimise duplication of services
• More efficient utilization of resources

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Coordinated response

• Student Assist contributes to a coordinated
  response to university-wide risk factors such as
• academic achievement,
• attrition,
• student satisfaction,
• inappropriate social behaviour (related to
  alcohol, sexual harassment, discrimination,
  bullying etc),
• equity of service provision between on-campus
  students (residential/non-residential),
• disparity between support service delivery for
  on-campus/off-campus students

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Service elements

• Access Centres
• Career development
• Counselling
• Disability support
• Equity
• Service Quality

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Complaints and Dispute Resolution

• The University provides a number of avenues for
  resolution of student grievances or disputes
  relating to discrimination, harassment or
  complaints related to service provision
• Counselling support
• Service Quality Unit
• Equity and Access

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Counselling

• Can provide a professional opinion about the
  psychological impact the student is experiencing
  due to particular circumstances
• Support the student to identify what might be
  useful for them to obtain a resolution
• Mediation
• Not advocacy

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Service Quality Unit

• The Service Quality Unit (SQU) is an independent
  body established to monitor the quality of the
  service provided by the University's student
  related administrative activities
• SQU Mission is to ensure quality service to all
  students, staff and other users of the services
  provided by the University's administrative units
  
• We do this by resolving complaints from students
  or on behalf of students

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What we dont cover

• The Service Quality Unit does not cover matters
  relating to
• Academic Appeals (appeals against Academic
  Assessment)
• Sexual or Other Harassment
• Staff Misconduct
• Student Misconduct
• Illegal Activity
• Active Investigation from an external/statutory
  agency outside UNE
• Allegations of Plagiarism
• Other matters not related to the delivery or
  support of administration services

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Complaints

• Disagreements Your objection to or disagreement
  with a particular University process or decision
  does not automatically mean that it is
  unreasonable or unfair. Sadly, you may find that
  while you have the right to disagree, this does
  not always mean you can have a decision changed
  even after completing an appeal process.
• Resources Resource considerations may affect the
  feasibility of complaint resolutions. For
  example, your desire for individualised services
  (beyond those provided for students with Special
  Needs) may simply be beyond the resources of the
  University to provide.  For example, slowness of
  service during peak periods (such as enrolment)
  cannot be avoided and a complaint only arises
  when slowness is beyond what is normal or
  imperils some aspect of your study.

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Service standards

• Will be acknowledged within a standard working
  day of the unit receiving a complaint. This
  advise will outline a reference number and time
  frame for the investigation.
• Depending on the type of complaint, the SQU will
  endeavour to keep student updated on progress by
  either telephone or preferred contact method.
• If for any reason SQU cannot meet the deadline we
  will advise a new deadline and a reason for
  delay.

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Student Access and Equity

• Deal with complaints about 
• Discrimination or harassment in study because of
  sex, sexual preference, transgender status, race,
  colour, ethnic or ethno-religious background,
  descent or national identity, marital status,
  disability, age or religious belief.
• The Student Access and Equity Officer provides
  advice on whether a complaint constitutes
  harassment or discrimination

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Assistance includes

• Assist students to identify their preferred path
  of complaint resolution  informal assistance or
  mediation using EOA formal university complaint
  complaint to external agency (such as HREOC,
  ADB) or, in some situations, how to develop
  skills to deal with concerns.
• Assist student to identify core of complaint and
  possible outcome/solution.

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Equity dispute resolution

• Complaints related to interpersonal conflict,
  unfair or differential treatment, academic
  issues, or procedural complaints are redirected
  to the appropriate body
• Complaints handled by internal procedures
  currently follow a process applicable to both
  staff and students.  Processes for students are
  under review it is intended to move in line
  with SQU process. 

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2007

• Integrate student equity complaints into SQU
  framework
• Develop stronger links between complaint types
  and business improvement recommendations
• Continue to improve complaints handling
  procedures.