STUDENT ASSIST AND SUPPORT
Student Assist is the support and advocacy service of the Curtin Student Guild available for all Curtin students and is confidential.
Here is peek at what we do. Note that the support is not limited to what’s on the website. We do not turn students away and will always try to look for options.
We have helped students with car accidents and the aftermath, tips on how to break up, options to rehome pets including fish, sanctuary for students and children needing a safe space on top of academic issues!
HOW WE WORK TOGETHER
The key difference between our roles is that Student Assist support individual students while Student Representatives support the whole cohort.
For example:
STUDENT ASSIST
A student has a personal circumstance and requires help with applying for an assessment extension. Student Assist will explain the process and documents needed.
STUDENT REPRESENTATIVES
Unit coordinator has changed the due date of an assessment without following Curtin’s procedure. Student rep to highlight policy to Unit Coordinator and Head of School.
- There is no expectations for Student Representatives to know all the ins and outs of Curtin’s policy and procedures. This is where Student Assist can support you in achieving fair outcomes for students.
- When an issue gets brought to your attention and you are not quite sure if this is something the Guild can look into, get in touch with Student Assist and we can review it together.
- If there is something that you are unsure about or even if you want to discuss a possible strategy, get in touch with the Student Assist Manager in the first instance.
- Support through out the whole process is available to you from reviewing your email to the school, to preparing for a meeting to discuss an issue, to how to respond to students.
There will be overlaps with the roles and this usually occurs when an individual student approaches Student Assist and informs us of a wider issue with their unit. Here is where we can work together to come up with the best strategy to resolving this issue.
Student Assist can support the student while you concentrate on communication with the University.
CONFIDENTIALITY
As Student Representatives, you have "Limited Confidentiality". This means that should a student disclose thoughts of self-harm or harm to others you are obligated to report this to the Student Assist Manager. This is a requirement for all support roles in any organisation. If you are not sure if the matter is serious or not, you can consult with the Student Assist Manager.
There will be instances where a student has asked to remain anonymous. When a student informs you of this, please inform them that there will be instances that you will have to work with/ seek clarifications from the Guild’s Student Assist team. If you inform them that Student Assist is confidential and within the Guild, most students are happy with this.
Keep in mind that your priority is the wellbeing and physical safety of the students that engage with you and looking after yourself. As you may not have the appropriate training and space to ensure your wellbeing, seek help from Student Assist. This is especially important for disclosures relating to Sucide, Domestice Violence, Sexual Harassment and Sexual Assault.
TIPS ON HANDLING STUDENT CONCERNS
Discussing the issue with Student Assist will help you maintain confidentiality while also seeking advice on the best approach for the issue.
- Listen actively and carefully
- Be calm and objective
- Don’t give advice. Provide information
- You are not responsible for solving the problem
- Don’t make promises you can’t keep
- Be open minded
- There is always two sides to every story. You are only receiving the student’s side.
- Research before you act. Ask open-ended questions
- Try an informal approach first, a ‘Letter from the Guild’ may not be necessary
- If you are unsure of what to do next – ask someone!
RESPONDING TO STUDENT QUERIES
If you would like to explore the issue further.
Best practise is to respond to all emails within 2 business days. If you know your schedule with not allow for this, set an automatic response informing students of the delay and an alternative contact (ie person covering for you or Guild Reception).
Ensure that you have all the relevant details. Here are some examples:
- Unit outline - You can find specific unit outlines HERE
- Name of Curtin staff involved
- Date of Assessmement/ incident
- Was there anyone else involved?
- Was the information sent to all students via email or occ or blackboard? If yes, ask for a screen shot of the information and make sure dates and names of staff are visible.
- Has the student raised this with Curtin already? If yes, ask for the emails.
- If you plan to get in touch with the school for clarification, get confirmation if the student would like to remain anonymous or not.
Step 1
Once you have all the relevant information, you review all the information to see if there is a breach in policy or if students have been treated unfairly.
Step 2
Draft an email to the Unit coordinator with your concerns. Contact details should be on the unit outline. If you do not get a response from the Unit Coordinator within 3 days, forward your email to the Head of School. If the matter is time sensitive, cc the Head of School in your initial email.
Step 3
Keep students updated. We hate it when we have to chase Curtin for an update, let’s not do that to our students as well. Keep students updated on your progress even if it means telling them that you have not received a response and will be following up.
Encouraged
With your first few issues you are encouraged to get in touch with Student Assist for support through the whole process. Student Assist can look over all the information and brain storm possible strategies with you.
If you feel that this concern does not represent the majority of students or know that the university will not consider it.
Students need honesty and for you to be upfront. Giving false hope and not being able to follow through causes more distress to the student as well as distrust in the Guild. Some examples of responses are:
“You’ve indicated that students in your cohort are concerned, could you please encourage them to get in touch with me so I can gather a more feedback about the issue and how it has impacted them. This will make a stronger argument when the Guild contacts the School.”
“Unfortunately, we have been given feedback from other students that they are in favour of the current arrangement.”
“The Guild has raised this issue in the past and the university has advised that they will continue with their current plans. We will keep looking for opportunities to raise awareness on this issue. Unfortunately, this means that we will not be able to address your concerns at this time. Please keep a look out on our Social media for more updates.”
COMPLAINTS TO CURTIN
Student Assist is very familiar with Curtin’s complaints process. We have worked very closely with Curtin’s Integrity and Standards Unit (ISU)
Our role is to assist students in constructing their complaint as well as providing guidance on possible supporting documents. We are able to support students through this process and even accompany them to meetings.
Some examples of situations that could warrant an official complaint would be:
- Dissatisfaction with the services or products of the University
- Inappropriate behaviour or work practices by Curtin staff, contractors or suppliers
- Policies, procedures, legislation, statutes, bylaws or rules not being followed by Curtin staff, contractors or suppliers
- Feedback in relation to any aspect of University operations
We have created a guide for students on the Guild’s website.
Should a student want to submit a formal complaint but would like to remain anonymous, Student Assist is able to submit the complaint on their behalf.
CURTIN'S POLICIES AND PROCEDURES (AND WHEN TO USE THEM)
You can access all the available policies and procedures and legislation.
This is a good place to check before approaching the school with concerns.
UNIT OR PLACEMENT CONCERNS
ACADEMIC AND GENERAL MISCONDUCT
OTHER
GET IN TOUCH
Students can email, call or walk in to meet with a Student Assist Officer.
Email: student.assist@guild.curtin.edu.au
Phone: (08) 9266 2900
Free call: 1800 063 865
Building 106F, Curtin University
Monday to Friday, 9am - 4pm
We are constantly updating guides and resources on our section of the Guild’s website.
Feel free to send the relevant links to students with queries.