A collaborative approach to student wellbeing management
About University of Liverpool
Organisation type:
- University
Challenges solved:
- Disconnect with incident reporting across team members resolved through a centralised system allowing teams to see student profiles in one place.
- Concerns about GDPR and Confidentiality resolved using a single source of truth platform that enables admins to control system access levels and data sharing.
- The use of Student Life's workflow and dashboards, has enabled a more effective information-sharing and follow-up process.
Size of operation:
- Over 4,400 bedrooms across seven properties + 500 additional private rooms.
- Round-the-clock care comprises various teams, including; Resident Advisors, Hall wardens, 24/7 receptions in halls, Chaplaincy, Overnight crisis team, Advice and guidance team and more.
- 800 incident reports using Student Life for 2021-22.
Product suites:
What makes the University of Liverpool special?
An internationally renowned Russell Group university, the original redbrick university
Associated with nine Nobel Laureates and recognised for its high-quality teaching and research.
7,700+ international students on campus and 10,000+ online students from over 160 countries
The University of Liverpool is an internationally renowned Russell Group university associated with nine Nobel Prize winners, catering to students from 160 different countries across the globe.
To support their student wellbeing management goals, the university’s accommodation team needed a reliable and effective system that can support the management of students assigned to over 4,500 bedrooms across seven properties.
Katy Lemmon, Accommodation Manager at the University of Liverpool, says: “where we always struggled with was the follow-up because the follow-up always used to happen on emails. This made it difficult to track what had happened through the welfare teams or whether there was something more conduct related."
A holistic approach
One of the main issues the University faced was having a centralised system to store and track incidents.
The lack of visibility of the action taken by the various team members as part of the follow-up process made it difficult to track team activities and provide timely and appropriate responses to student concerns.
With Student Life, the accommodation teams at the university have access to a centralised dashboard that gives a breakdown of incidents and concerns and the status of actions taken.
Having such visibility, allows the teams to plan an effective follow-up process, allowing anyone in the team to see that actions have been taken. This helped the team avoid double-handling some students whilst potentially neglecting others. Using Student Life, the team can see where action has been taken and review the next steps.
Ticking all the boxes with a policy-compliant solution
The University of Liverpool needed to ensure that security and confidentiality were top priorities when handling student data. Their previous method of using online forms and emails posed various challenges regarding GDPR and confidentiality.
Student Life allows the university to control levels of access to information and adequately alerts the relevant personnel of any issues in a timely way. With the team having better visibility on student profiles, Student life provides a more secure and GDPR-compliant way of managing student wellbeing.
Intelligent workflows for easy management
"We've now got the workflow built into it, so everyone gets notification emails to tell them if there's a new specific incident that's happened. And it just means that everybody is kept in the loop with that information being handled within a system. So it's not likely to fall into the wrong hands," Katy Lemmon.
The University of Liverpool has utilised the clever built-in tools in Student Life to enable a smarter, easier way of working. The system allows the teams to assign tasks, which alerts the relevant parties on the required action to be taken after an incident or concern is raised. This has significantly improved productivity and accountability in the teams, replacing traditional email and online forms. As a result, the teams at the University have a more secure way of communicating with students and each other.
Student Life grants the team access 24/7 using a phone or a tablet. Something that has been highly beneficial for members of the team who work overnight or are on the go at the various sites of the University property. This allows them to send reports, updates and alerts to the teams for adequate action to be taken promptly in the morning.
Student life has empowered the University of Liverpool to take a joined-up approach to student wellbeing management. By utilising the platform as their single source of truth for managing student profiles, the team can better ensure there are no gaps in their approach.
Learn more about Student life here.