Thursday 23rd November 2023
09:30am - 3:40pm
Virtual Conference
The Student Complaints Action Day 2023 will explore the latest practical solutions in managing and resolving student complaints across the higher education sector.
Leading experts and practitioners will examine preventative approaches on supporting expectations on value for money, developing interventions for common drivers of complaints and assessing how the student voice can be successful embedded into delivering high quality resolution outcomes.
The Action Day will also allow participants to engage in deep dive sessions on case management practice and explore new solutions on responding to unprecedented demand whilst meeting OIA expectations.
Headline Speakers
Tracey Allen
Adjudication Manager
Office of the Independent Adjudicator for Higher Education
Eve Alcock
Head of Public Affairs
QAA
Jonathan Neves
Head of Business Intelligence & Surveys
Advance HE
Anna Johns
Head of Compliance and Student Protection
Canterbury Christ Church University
Agenda
9:30 am
Chair's Welcome Address
Helen Knee
Director, Student Discipline and Resolution
University of Warwick (CONFIRMED)
9:40 am
Keynote Address from the Independent Adjudicator: An Evolving Complaints Landscape and How Providers Can Respond
The core complaint trends that reach the OIA
What drives escalated complaints and how can providers manage delays and support early resolution?
Assessing the latest best practice from OIA cases in seeking solutions that support trust and transparency
What next? How will the profile of complaints continue to evolve and how can providers ensure their case management teams are prepared?
Tracey Allen
Adjudication Manager
Office of the Independent Adjudicator for Higher Education (CONFIRMED)
10:20 am
Panel Discussion: The Student as the Consumer: Managing Value for Money Expectations in Higher Education
What does ‘value for money’ look like in higher education and how can providers ensure they deliver it?
Managing student expectations, understanding perceptions of prospective cohorts and ensuring delivery matches what is promised
Engaging with students as consumers and exploring how to protect consumer rights in the higher education system
A shortfall in delivery? How to put things right in a way that satisfies the student as a consumer
Laura Pennie
Deputy Academic Registrar
University of Suffolk (CONFIRMED)
Eve Alcock
Head of Public Affairs
QAA (CONFIRMED)
Jonathan Neves
Head of Business Intelligence & Surveys
Advance HE (CONFIRMED)
Anna Johns
Head of Compliance and Student Protection
Canterbury Christ Church University (CONFIRMED)
11:20 am
Break and Networking
11:40 am
Workshop A: 5 Action Points for Your Complaints Team – Lessons from OIA Cases
Walk through a series of OIA case summaries, examine the core reasons for escalation, how complaint management could have been enhanced and core solutions on complaint resolution.
Barry McHale
Student Liaison Officer
Office of the Independent Adjudicator for Higher Education (CONFIRMED)
Rebecca Abraham
Provider Liaison Officer
Office of the Independent Adjudicator for Higher Education (CONFIRMED)
12:10 pm
Workshop B: A Toolkit for Investigations of Student Sexual Misconduct
Examine new approaches to responses on student sexual misconduct and explore key learning points from the toolkit, as well as ideas on training those involved in investigations.
Ioana Enany
Head of Student Conduct and Compliance
St George's, University of London (CONFIRMED)
12:40pm
Break and Networking
1:20pm
Workshop C: Unprecedented Demand and Limited Resources: Enhancing Internal Processes on Complex Case Management
What does an efficient and responsive case management team look like when handling growing volumes of complex cases? This session will explore practical approaches on team structure, management, student engagement and reporting.
Haylee Fuller
Head of Appeals Complaints & Conduct Office
Queen Mary University of London (CONFIRMED)
1:50 pm
Insight Session A: Student Misconduct and Non-Academic Discipline
What does a fair and transparent investigation look like and how can practices be improved across the sector
Approaches to discipline in cases of sexual misconduct, discrimination and harassment
How can a provider learn lessons to enhance safeguarding procedures and ensure reporting parties feel safe in the university environment?
Building help and recovery support into complaints procedures for reporting parties
Elisabeth Day
Deputy Director, Student Policy & Safeguarding
University of Bath (CONFIRMED)
2:20pm
Break and Networking
2:40 pm
Embedding the Student Voice: How Can Complaint Management Teams Work More Effectively with Student Representatives?
Developing a holistic approach to the student voice and complaint management
The role of student feedback for complaint management teams
Shifting the institutional culture
Helen Connellan
Student Experience Manager (Casework)
City, University of London (CONFIRMED)
3:00 pm
Small and Specialist Providers: Building Transparency and Accountability in Complaint Handling
Exploring the distinct challenges on demonstrating fair review and investigation processes in small institutions
Assessing how clear and transparent process design should be utilised to reach robust outcomes that command trust from students
Assessing the next steps for supporting independent complaint management in small and specialist institutions
Dr Alex Bols
Deputy CEO
Guild HE (CONFIRMED)
3:20pm
Support for Staff Handling Sensitive Cases
This session adds to ongoing discussions across the HE sector around how best to manage the increasing complexity and sensitivity of student complaints, particularly around (but not limited to) sexual misconduct, focusing particularly on the support and training available for staff dealing with these cases. It delves into practical approaches to enhance staff resilience, whether that be investigators and casehandlers, or academic staff sitting on Committees or receiving difficult disclosures from students.
Jenny Reid
Head of Student Conduct, Complaints and Appeals
University of Birmingham (CONFIRMED)
Chair’s Summary and Close
3:40 pm
* Programme subject to change
Audience
Heads of Quality Assurance
Complaints and Appeal Managers
Directors Student Discipline and Resolution
Heads of Complaints
Student Casework Managers
Casework and Complaints Advisers
Directors of Registry Services
Registrars
Heads of Student Support
Customer Services Managers
Directors of Student Affairs
Heads of Conduct and Appeals
Pricing
Public Sector
£395 + VAT
Attendance to Student Complaints Action Day
Private Sector
£595 + VAT
Attendance to Student Complaints Action Day
HE Professional
£395 + VAT
Access to all events and content
For group discounts and enquiries about your registration please contact us on 020 3770 6580 or enquiries@insidegovernment.co.uk
What is a HE Professional Subscription?
HE Professional is a new subscription package allowing you to attend all our events over the next 12 months for just £395 + VAT.
As a member you also gain exclusive access to our premium content, allowing you to explore the latest practice, innovation and ideas for professional service leaders in higher education.
