Where advice service staff have concerns regarding a student in relation to the policy, the details of this should be discussed in the first instance with the Advice Service Manager. In addition the following action should be taken in relation to specific points:
a) Students threatening or using violence.
If any staff member, elected officer, volunteer or student within the Students’ Union has any concerns over the conduct of a student in terms of violence, and communication skills fail to resolve the situation peacefully, or if a student is being violent, the University’s security staff will be contacted.
In discussions with others involved in the incident, the Advice Service Manager may decide to ban a student from the service. This decision must be taken in consultation with the Director of Membership and will then be communicated to the student in writing. It will be at the Advice Service Manager’s discretion, in consultation with the Director of Membership, to initiate the Union’s Code of Conduct procedure, and/or the University’s Student Conduct Procedure in relation to the incident.
b) Breach of the Students’ Union’s Equality and Diversity Policy
The Advice Service embraces the Students’ Union Equality and Diversity Policy. In accordance with this policy, if informal measures to deal with the situation do not rectify the behaviour of a student, the Advice Service Manager, in consultation with the Director of Membership, may refuse service in order to maintain an environment acceptable to other students and staff.
It will be at the Advice Service Manager’s discretion, in consultation with the Director of Membership, to initiate the Union’s Code of Conduct procedure, and/or the University’s Student Conduct Procedure in relation to the incident.
c) Potential fraud and seeking support for illegal actions
The Advice Service cannot knowingly assist users with fraudulent claims or assist a student where it is known that the student is misrepresenting their situation or acting in an illegal manner. If a student admits, or it becomes apparent, that this is the case the adviser dealing with that student must clearly state their belief that the situation may be fraudulent and the consequences or legal implications of that action. The adviser should also explain that the student should either disclose their change of circumstance, or take appropriate action to cease the fraudulent action.
If the student is unwilling to stop the fraudulent action, they must be notified that the Advice Service will be unable to assist further in relation to that matter, and therefore there will be a withdrawal of service. This decision will be made by the Advice Service Manager, in consultation with the Director of Membership, and will be clearly communicated to the student in writing.
d) Loss of confidence
Where a student's actions are consistently contrary to those advised by an adviser, or where the student consistently fails to keep appointments, the adviser should discuss this matter with the Advice Service Manager. Where appropriate, the Advice Service Manager will communicate the possibility that if the student continues with their actions, that withdrawal of service may occur.
This also applies where the student's actions have a serious effect on the reputation and standing of the Advice Service in relation to either internal or external groups and organisations.
Where a loss of confidence has occurred, the Advice Service Manager, in consultation with the Director of Membership, may withdraw service. This decision will be clearly communicated to the student in writing.
e) Conflict of interest - see Conflict of interest policy and procedure
f) Inappropriate or excessive use of resources.
The Advice Service has limited resources and aims to provide equal service to all student’s. It aims to empower students to resolve issues themselves where possible. Resources in terms of staff time and expertise are not unlimited. Therefore the following actions may lead to withdrawal of service:
Demands that staff undertake actions which they deem the student to be able to take themselves
Requests for assistance that exceeds the expertise of staff, for example legal representation
Long term support demands that require substantial staff time which then have a detrimental effect on the ability to provide an acceptable level of service to other students.