Service Standards
Source: https://reportandsupport.warwick.ac.uk/support/service-standards Parent: https://reportandsupport.warwick.ac.uk/
University of Warwick Report + Support Service Standards
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Purpose The purpose is to establish clear service standards for the Report + Support service at the University of Warwick. These standards aim to ensure high-quality, consistent, and responsive support to all students, staff, and visitors to the University.
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Scope: It applies to the Report + Support service at the University of Warwick.
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Service Standards
3.1 Accessibility
- The Report + Support service will be available during standard university operating hours, Monday – Thursday 9am – 5pm and Friday 9am- 4pm both during term and non-term time periods. This excludes Bank Holidays and University closure periods.
- The service will be accessible through the Report + Support online platform or via the Report + Support email address.
3.2 Responsiveness
- Initial responses to named disclosures (Tell us with details) will be provided within 2 University working days.
- No response can be provided to anonymous disclosures into the online platform.
3.3 Professionalism
- All interactions will be conducted with professionalism, respect, and courtesy.
- Staff will be trained to handle disclosures efficiently and empathetically.
3.4 Confidentiality
- All personal information and inquiries will be handled with strict confidentiality.
- All data will be stored securely in compliance with university data protection and GDPR policies and relevant legal requirements.
- All communications, whether in-person, via phone or email, will be conducted in a manner that ensures privacy. Conversations will not be overheard, recorded, or shared without explicit consent.
3.5 Continuous Improvement
- Staff will receive ongoing training and professional development to stay updated with best practices.
- Report + Support will regularly review and update its policies and procedures to enhance service delivery
3.6 Refusal of Service Due to Staff Abuse
- Our Dignity Principles at the University of Warwick set out our expectations of how we behave as a community, both as individuals and as an institution, and inform our approach to taking appropriate action when these expectations are not met. This includes:
- We treat everyone with respect
- We do not tolerate discrimination, harassment or bullying
- We do not tolerate sexual misconduct or relationship abuse or violence.
- We keep our campus and community safe.
- "We" means all of us, students and staff alike.
- Where a student, staff member or visitor using the Report + Support Service has exhibited abusive behaviours either online or in-person, the service reserves the right to withdraw any further support.
- Abuse includes, but is not limited to, offensive language, threats, intimidation, physical violence, and any behaviour that causes distress or harm to staff members.
- All incidents of abuse must be reported to the Report + Support Liaison Manager or Director of Conduct and Resolution as soon as possible.
- Staff members who experience abuse will be provided with appropriate support, including access to counselling services and assistance with filing reports. The university is committed to ensuring the well-being of its employees.
- Individuals who engage in abusive behaviour may face consequences, including temporary or permanent suspension of access to the Report + Support service.
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This policy will be clearly communicated to all users of the Report + Support service.
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Responsibilities
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Report + Support staff are responsible for adhering to this policy and maintaining the highest standards of service.
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Report + Support management is responsible for ensuring staff are trained and equipped to meet these standards.
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Review and Revision
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These standards will be reviewed annually and revised as necessary to reflect changes in university operations or feedback from service users.
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Contact Information For any questions or concerns regarding these standards, please contact reportandsupport@warwick.ac.uk.