| How to raise a case with us? | via Salesforce Mental Health and Wellbeing queue |
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Staff can refer a student or send an enquiry to the MHWB team using the Salesforce 'New Well being Referral' form. If they don't have access to Salesforce then email: studentwellbe |
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| Phone? | 020 7815 6454 (via Student Life Centre) |
| Live Chat? | Not directly - Student Life Centre can answer first line questions |
| Enquiry Hours | Mon - Fri 0900 - 1700 Saturday 1000 - 1600 |
| Face to face help available from help desks | in Student Life Centre and Croydon Student Centre/Library for first line questions |
| Appointments offered? |
Yes - we offer face to face, phone or MS teams appointments. Students can book themselves via My Account or via the SLC helpdesk/live chat Other student support teams can also book MHWB appts for a student if needed MHWB have some capacity to offer 'Duty Appointments' when an urgent response is appropriate |
| Escalation of urgent case/s |
Laura Harris (Team Manager) Luke Howson (Head of Service) |
| Knowledge Champion (FAQs) | Lisa Hellawell |
| Website of info |
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| Topics | Example |
| Reactive/Responsive Support | Students who want to improve their mental health and wellbeing |
| Students experiencing mental health distress (eg anxiety, low of fluctuating mood, abnormal perceptions, changes in sleep/appetite) | |
| Students presenting with suicidal or self-harm thoughts, behaviours, plans or intent | |
| Coordinating support for students with existing mental health challenges/diagnoses | |
| Coordinating support for students currently receiving external mental health support eg NHS/statutory services | |
| Coordinating support for students in hospital (particularly if related to their mental health, either as an informal patient OR when detained under the mental health act) | |
| Students engaged in the disciplinary process who want support to manage their wellbeing during the process | |
| Support and Fitness to Study process | |
| Students who feel unsafe | |
| Students who are experiencing or have recently experienced any form of sexual violence (including harassment), domestic abuse, hate crime or bullying | |
| Provide advice, information and signposting to specific wellbeing strategies, self-help resources, and external specialist services | |
| Proactive support | Supporting staff to embed mental health and wellbeing content into the curriculum |
| Coordinating/providing proactive support in relation to wide-spread student need. This could be at the cohort/course/school/dept/whole student body level |
| Topic | Where it should be referred if known |
| Emergency situations on campus (including if a student is an immediate risk to themselves/others, or requires urgent support eg is currently having a panic attack) | Security - 020 7815 6666, ext 6666 or phone 999 if needed |
| Enquiry about homelessness | Student Life Centre (Student Advice team) |
| Enquiry about finance | Student Life Centre (Student Advice team) |
| Extenuating circumstances query | Student Admin (Student Engagement team) |
| Enquiry around DDS adjustments (including those for students with mental health conditions) | DDS team |
| Enquiries around marks | Academic team for student's course |
| Estrangement or care experienced students | Student Life Centre (Student Advice team) |
| Interruptions/withdrawals | initially appointment via Student Life Centre (Student Advice team) |
| Student wanting to make a complaint | Complaints team |
| Student behavioural issues/disciplinary incidents | Student Disciplinary team |
| Staff well being support | People and Organisational Development dept, also Employee Assistance Programme |