The Role
This role sits in the Casework team within Registry and Education Services, part of Student Services. The post-holder will provide leadership and specialist advice on the resolution and determination of student complaints about University services and facilities, appeals against academic decisions, academic misconduct and student discipline. As part of the team they will assist with the annual review and production of University student facing policies and procedures along with their communication and training, including via University web pages, webinars and in-person sessions, as well as one to one support for colleagues following the procedures.
Each Casework Manager has a special focus of their role, although they may be involved in all types of casework. The Support to Study Procedure provides a mechanism for the University to provide special support for students whose disability or health condition is affecting their ability to fully engage with their programme of study, or those whose studies are having a detrimental impact on their health or wellbeing.
This is a full-time, open-ended post, based on the Newcastle campus, although the University does offer blended working arrangements.
For further information about the role, contact Dr Sarah May, Senior Student Policy and Resolution Manager ().
Key Accountabilities
1. Manage formal student casework effectively and efficiently to ensure that student cases are dealt with sensitively and compassionately, in accordance with University procedures and within maximum timeframes
2. Lead the investigation and resolution of Support to Study casework. This includes representing the University in panel hearings to effectively communicate the facts of cases in order for the panel to reach an appropriate outcome
3. Lead the ongoing development and review of student polices and procedures, with a particular focus on Support to Study
4. Act as Case Officer to carry out investigations in complaints and disciplinary matters, including reports of sexual misconduct against students, in order to present complaint or disciplinary cases on behalf of the University, where necessary, to the Academic Registrar or nominee and Student Disciplinary Committees
5. Manage the risk assessment process for complex student casework; this will include the preparation of risk assessment documentation, advising senior colleagues on case precedents and any implications of decisions made, and liaising with appropriate parties to inform them of any decisions made
6. Work in partnership with colleagues in the Student Health and Wellbeing Service, academic units and external organisations to ensure that accurate and timely information is gathered and risks to the student and the University are managed
7. Provide bespoke expert advice to staff and students in relation to student casework, University Regulations and the application of student policies and procedures
8. Deputise for the Academic Registrar to make decisions on student casework outcomes
9. Review and refine casework management systems to ensure that all casework is handled efficiently and accurately and institutional risk is minimised
10. Take a proactive and data-driven approach to process improvement
11. Develop and deliver periodic training to administrative and academic colleagues involved in the implementation of student procedures
12. Assist with the preparation of annual/periodic reporting on the volume, complexity and nature of student casework for senior University colleagues in order to inform future service planning
13. Prepare review documentation for submission to the external ombudsman
14. Champion an inclusive and collaborative working environment, which prioritises both student and colleague wellbeing
The Person
Knowledge, Skills and Experience
15. Experience of assessing and managing risk, ideally within a student setting
16. Experience of working within a mental health, social care or student support setting
17. Ability to assess information and opinions to make informed decisions about appropriate actions
18. Ability to prioritise, reprioritise and manage own workload in a dynamic environment
19. Ability to manage conflicting expectations from a range of stakeholders
20. Experience of making difficult decisions with real world impact, applying policies consistently to individual circumstances
21. Knowledge of university regulations and student procedures relating to Support to Study, Complaints, Appeals and Risk Assessment or equivalent in other settings
22. Excellent communication skills, both written and oral; adaptable to difference audiences e.g. colleagues, students, parents/advocates
23. Well-developed organisational skills including maintaining accurate and complete records, maintaining confidentiality and appropriate information sharing
Attributes and Behaviour
24. Remain calm and focused under pressure
25. Sensitive and compassionate to others’ experiences and emotions
26. Strong sense of professional discretion
27. Confident when operating with limited information
Desirable
28. Experience of student casework
29. Experience of policy development or process improvement
Qualifications
30. A relevant degree, or significant experience in an equivalent post
Newcastle University is a global University where everyone is treated with dignity and respect. As a University of Sanctuary, we aim to provide a welcoming place of safety for all, offering opportunities to people fleeing violence and persecution.
We are committed to being a fully inclusive university which actively recruits, supports and retains colleagues from all sectors of society. We value diversity as well as celebrate, support and thrive on the contributions of all of our employees and the communities they represent. We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams, we believe that success is built on having teams whose backgrounds and experiences reflect the diversity of our university and student population.
At Newcastle University we hold a gold award in recognition of our good employment practices for the advancement of gender equality. We also hold a Bronze award in recognition of our work towards tackling race inequality in higher education REC. We are a employer and will offer an interview to disabled applicants who meet the essential criteria for the role as part of the offer and interview scheme.
In addition, we are a member of the Euraxess initiative supporting researchers in Europe.
Requisition ID: 28747