At the the DfEE, SLC talks during summer 1999 at the University of
Westminster I remember that the SLC were more than happy to deal with
queries from members of staff regarding problems with applications by
individual students.
Also is it not impossible for members of staff to speak to the SLC through
the student helpline as the message quite clearly says that they will only
speak to the student and not a third party caller.
Ian
Also At 16:20 12/03/01 +0000, you wrote:
>Louise
>
>For once I'm with the SLC on this one.
>
>The reasons they cite are those I recall myself and
>colleagues who deal with the term dates/fees side of things
>using at the time.
>
>Paul
>
>On Mon, 12 Mar 2001 16:05:10 +0000 Louise O'Sullivan
><[log in to unmask]> wrote:
>
>> I have just been looking at the March 2001 issue of the Student Support
>> Update and was surprised by the message from the SLC as regards contacting
>> them.
>>
>> If you look on page 5 (this is available on the DfEE website if you don't
>> have a copy), there is a section entitled 'A message from SLC's HEI
>> helpline' which says:
>>
>> WE ARE STILL receiving a number of calls from students as well as HEIs
>> phoning on behalf of students.Whilst we understand you may prefer to ring
>> the HEI Helplines,the helpline was originally set up at the request of HEIs
>> to provide dedicated phone lines dealing specifically with administrative
>> queries (such as Course Database returns and queries,Tuition Fee Enquiries
>> and stationery).The freephone Student Helpline has been set up to provide a
>> dedicated information helpline for all student enquiries. We would
>> appreciate your help in ensuring that where a query relates to a
>> student,the Student Helpline is used. The exception to this would be if it
>> were a genuine emergency or a problem that cannot be resolved by the
>> Student Helpline.
>>
>> ________________________________
>>
>> I would be interested to hear your reactions to the above. Whilst I
>> understand that the SLC may want to streamline the type of phone calls they
>> receive etc, it seems rather odd to me that HEI's will need to ring the
>> already overburdened student number and have to be dealt with through that.
>> The number of complaints we get from students who say they can't get
>> through/ get cut off etc is quite high and for us to have to join that
>> process (and also therefore increase the traffic on that number) seems
>> strange.
>>
>> You may also be interested to learn that in that same note it says that the
>> HEI contact number is 0845 702 3316 - which I presume is meant to inform us
>> that the 0345 number is not to be used anymore at all - but it doesn't
>> actually tell you this is a change of number etc and so I presume we are
>> meant to guess.
>>
>> I would also be interested to hear from people who were working in this
>> area when the phone line was introduced, was that why you understood that
>> the helpline was set up? I have spoken to colleagues who have dealt with
>> this area for longer than me and they have never heard that before.
>>
>> I would be interested to hear comments from people.
>>
>> Louise
>>
>> Louise O'Sullivan
>> Brunel University, UK
>> [log in to unmask]
>>
>
>----------------------
>Paul Norris, Planning Support Office
>Planning, Resource Allocation, Student Records and Statistics
>University of Bristol
>[log in to unmask]
>
>
Ian Moran
Deputy Manager
Student Advice and Support
University College London Union
25 Gordon Street
London
WC1H 0AY
Tel: 020 7679 2507
Fax: 020 7383 3937
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