Other support staff

Within the institution, there are many people working in support staff roles who interact with students in the normal course of work e.g.:

  • Finance
  • Registry
  • Library
  • Refectory
  • IT support
  • Admissions
  • Reception
  • Centre Managers

Everyone who has a student-facing role, in its broadest context, needs to be aware of the impact his or her actions may have on any vulnerable student. It is important to raise support staff awareness of the issues faced by students with mental health issues. This helps us all to play our part in becoming a fully inclusive institution.

Staff training and customer service skills can help support staff to provide a positive service for all our students. Sometimes we all need to take a step back and see things from the student’s viewpoint. Our concern may be to complete a certain task in a given time, but a request for information, payment or other details that the individual feels comes out of nowhere, may not always meet with the response we hope for.

Support staff may not be aware that a student has a mental health issue. Sometimes support staff can encounter an unexpected reaction from a student- anger, crying, hysteria etc. This can be quite disconcerting. The Charlie Waller Memorial Trust training provides some very good examples of this relating to face-to-face student dealings.

Sometimes, our reasonable request can be the straw that breaks the camel’s back, and we need to increase our awareness of this possibility and deal sensitively with students at all times.

Case study

A member of the Finance Team contacts a student about outstanding fees. The student initially responds with an involved tale of reasons why they have not done what was required, but then becomes very upset and hysterical on the phone. Although the staff member handles the call professionally, they are concerned at the distressed state the student was in at the end of the contact. They contacted the PAT and/or Student Services/Wellbeing Services to report their concerns. PAT and Student Services/Wellbeing Services jointly decide the most appropriate person to establish the wellbeing of the student and to offer support if required. Note kept of referral and outcome.

Policies and procedures we need to include are:

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