We would like to welcome you to working with Randstad Student Support. The following information is to provide support workers with some key guidance in relation to how support should operate.
your pathway to supporting students.
Here we outline the pathway to supporting students with Randstad Student Support.
For an easy to view PDF file of the pathway to support students, please click here.
If you have any questions please contact us at 0161 247 8800 or email studentsupport@randstad.co.uk
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step 1: set your availability.
You will receive access to our virtual assistant, Alex, to record your availability for student support sessions.
view student journey pdf -
step 2: student matching.
We will match you with students based on your availability and experience.
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step 3: initial session booking.
To ensure continuity of support for the students, we will book the first four sessions with your new student.
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step 4: confirm first session.
Please contact the student before the first session to confirm their attendance or reschedule if necessary.
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step 5: meet your student.
During the first session, you will meet the student, understand their needs and course details, and establish their academic goals for the year.
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step 6: develop learning plan.
Collaborate with the student to develop an individual learning plan to guide your sessions together.
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step 7: submit timesheet.
After each session, you are required to submit your timesheet for approval, including a summary of the session, within 24 hours.
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step 8: payment
Your timesheet will be sent to the student for approval. Once approved, you will be paid for the session in the following payroll run.
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important notes.
Keep Availability Updated: Continuously update your availability using our virtual assistant, Alex.
Student Engagement: Students who engage in regular support sessions tend to have a more positive academic experience.
Unresponsive Students: Please notify us if you have attempted to contact a student three times without a response.
Accurate Session Summaries: Detailed work plans enable us to regularly update universities on student progress. Please create accurate summaries of your sessions.
Bulk scheduling: We recommend that support workers bulk schedule sessions with students who require support at the same day and time each week for all your students.
If you have any questions please contact us at 0161 247 8800 or email studentsupport@randstad.co.uk
what you need to know.
Please note, the government has introduced significant changes for students funded by Student Finance England. As a result, Randstad is obligated to operate under the strict guidance of the Quality Assurance Framework (QAF). We have outlined below some important information that both students and support workers need to be aware of before support commences.
It is important that you read all the information below and contact your Randstad account specialist by phone or email should you have any questions.
Lone working
The HSW Health and Safety at Work etc Act 1974, and The Management of Health and Safety at Work Regulations 1999 require employers to identify hazards associated with lone working, assess the risks involved, and put measures in place to avoid or control the risks.
In preparation for student support taking place in the home, a framework has been created to outline how the work placements will be controlled and managed and the procedures that will be put into place to control the risks associated with lone working.
The work placement involves a Randstad Appointed worker visiting a persons home to assist them with their educational studies. A lone worker is a person who is engaged in solo work activities, or activities where contact with colleagues will be irregular or infrequent.
Randstad SWS Lone Working Policy
Randstad Risk Assessment Form.
If you have any other queries on lone working please contact Randstad.
Feedback
Randstad Student Support is committed to continually reviewing and developing our services and your feedback can help us to do this! Whether you are a student, support worker or institution, it would be great to know what you think about our services.
Surveys will be conducted each term, for students and institutions, however, feedback can be provided at any time through our website by clicking here. When leaving feedback, the website will ask for a name and email address, however, if you wish your feedback to be anonymous, please enter your name as ‘anonymous’ and email address as ‘anonymous@randstad.co.uk’ so that you are not identifiable.
Complaints process
All complaints received will be acknowledged within three working days. A senior member of the Randstad team will investigate the complaint and a written response will be sent within 14 working days. If you are still not satisfied with the outcome of your complaint then you can request that it is reviewed again and a response will be provided within 14 working days.
If you would like to raise a complaint then please contact your Randstad account specialist in the first instance. You can also raise a complaint through the Randstad website under the contact us page. Click here to see our complaints process. If you require our complaints policy in an alternative accessible format then please contact us on 0161 247 8800 or email studentsupport@randstad.co.uk to inform us of your request.
Alternatively if you would like to seek external assistance and advice we would recommend contacting these two governing bodies:
Student Loans Company via 0300 100 0601 or customer_complaints@slc.co.uk.
Recruitment and Employment Confederation (REC) via 020 7009 2100 or info@rec.uk.com
Handbooks
Both student handbook and support worker handbook (HEI Induction) can be found below. Handbooks will be customised where appropriate to include additional processes and information relevant to the academic institution.
Students - please click here to download the student handbook.
Support workers - please ensure you read the relevant Support Worker handbook prior to meeting with the student for the first time. There is a handbook for each institution and these handbooks can be applied to any student studying at the relevant institution. Please click here to download the relevant handbook for your institution.
Should you have any issues locating the relevant support worker handbook please do not hesitate to request it from your account specialist at Randstad. You may be invited to attend an onsite induction at the relevant HEI as well as viewing the handbook.
The purpose of Non Medical Helper (NMH) roles
The objective for all NMH support roles is to help students facilitate all aspects of their studies, enabling them to become independent learners, achieve their full academic potential and to help them become ready for their chosen career.
In order for students to gain the maximum benefit from support it is important that there is a clear understanding of the expectations of NMH roles. Support Workers must only provide support as specified within the job description and they must maintain the boundaries of the role at all times.
Click here to see job descriptions that provide an expectation of what each role will provide. Please note, these job descriptions are taken from Student Finance England’s DSA Guidance. In some cases there may be variations to roles and job descriptions, especially where the academic institution is funding the support. If this is the case then the relevant job description will be shared with you.
Learning outcomes
For students funded by Student Finance England post 26th April 2016, it is a requirement that each student has set Learning Outcomes for support roles they receive. As the Government will no longer be funding Band 1 & 2 support roles this means that any specialist Band 3 & 4 support must include Learning Outcomes. These will be set goals/objectives that the support should help achieve.
Support workers and students must agree their learning outcomes when support first starts to take place, they will then be reviewed every three months (or once per term). It is important that your Randstad Account Specialist is sent the agreed learning outcomes so they can be documented for review.
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