Ask Quality Service Provision

Service Standards

Staff in Ask endeavour to provide a high quality advice service to all students. This is achieved through:

Working with the University

Staff in Ask work closely with University Support Services and relevant academic departments. In particular, staff work with the International Student Adviser, Student Advisory and Counselling Service, Student Finance and Student Health.

Working with other agencies

Staff are kept up to date with current issues for students through mail updates, training, and liaison with other agencies. Amongst these are Child Poverty Action Group, Citizens' Advice Bureau, Money Advice Scotland, and Shelter.

Working with students

Staff in Ask are committed to involving students in our work. We do this in a number of ways:

1. Student sabbatical officer

The Vice-President Support and Campaigns works with staff in Ask on a number of areas. These include leading campaigns and publicity for the service, input on the day-to-day running of the office and working on individual student cases.

2. Student volunteers

Ask staff are supported by a team of trained student volunteers. Volunteers work with staff in the office and provide input on events, campaigns and promotional materials, ensuring that these are appropriately focused and relevant to the student population.

3. Feedback from students who use Ask

Students using the Ask service are asked to complete anonymous feedback forms on their experiences of the service. Staff highlight feedback form availability to students they are working with and forms are also available to any student, from the Ask office.

Complaints

Students using the Ask service can make complaints regarding any aspect of the service. Complaints about staff should be made to the President for discussion with the General Manager. Complaints about a student volunteer should be made to the Vice President Support and Campaigns.