| How to raise a case with us? |
via Salesforce/My Account - 4 main Student Admin teams based on function Course Support and Enquiries (queue called 'Course Support') Assessment and Awards (queue called 'Assessment and Awards') Student Engagement and Attendance (queue called 'Attendance') Exams Delivery (queue called 'Exams')
Staff should refer enquiries to the relevant queue above - if unsure use 'Course Support' Students using My Account, queries from topics like 'my course and modules' will be routed towards these queues
Extenuating circumstances issues: via email extenuating-circumstances@lsbu.ac.uk and ecreviews@lsbu.ac.uk
|
| Face to face enquiries and by phone? |
School Admin Offices are now CLOSED. Encourage students to raise issues by My Account where possible. If they need face to face help they should now be directed to Student Life Help desk in first instance who will triage to Admin teams as needed
By phone: Not at present |
| Live Chat? | Not at present |
| Enquiry Hours? |
Mon - Fri 0900 - 1700
|
| Escalation of urgent case/s |
Course Support and Enquiries - Shiblu Rahman Exams - Alison Hatt Assessments - Fatmatta Sawlani Awards - Kelly Joshua Student Engagement & Extenuating Circumstances - Eleanor Leach Kirkpatrick
|
| Knowledge Champions (FAQs) |
Shiblu Rahman and Ilire Gashi - Course Support
|
| Leads responsible for teams |
Course Support and Enquiry - Ilire Gashi Exams - Helen Minja Assessments - Haydrol Hanson and Ghislaine Kacou Awards - Oceane Meftah and Mel Lynch Student Engagement, Extenuating Circumstances - Eleanor Leach Kirkpatrick |
| Appointments offered? | Teams will reach out if needed to make appointment with student who needs this via MS Teams |
| Topics | Example |
| Student Engagement Team | Student Attendance and Engagement |
| Extenuating Circumstances | |
| Extenuating Circumstances reviews | |
| Course Support and Enquiries Team | General course enquiries |
| Course boards | |
| DBS and occupational health for non-health students | |
| Assessments and Awards Team | |
| Assessments: | Marks Inputting |
| Late Submissions | |
| Awards: | Exams boards |
| Transcripts | |
| Results letters | |
| Exam Delivery Team | Exam script management, printing, and packs |
| Exams - DDS and adapted arrangements | |
| Exam delivery, invigilators, and base rooms | |
| Storage and archiving of exam papers and scripts | |
| DDS in class tests support | |
|
Additional info on student placements This area is now run by the Employability team via their Professional Practice team. See |
| What? | Supervisor/Contact | Contact Details | Escalation Contact | Head of Service |
|
Marks inputting and assoc tasks Academic misconduct notifications (academic misconduct still sits with Student Affairs) SABs and APBs Awards and Results Publishing Results Publishing |
Oceane Meftah - APS, LSS, and ACI Haydrol Hanson - BUS Ghislaine Kacou - ACH & N&M Mel Lynch - ENG, BEA |
Assessment and Awards Queue or if not possible to use Salesforce: |
Fatmatta Sawlani (Assessments Coordinator)
Kelly Joshua (Awards Coordinator) |
Charlotte Ransom |
| What? | Supervisor Contact | Contact Details | Escalation Contact | Head of Service |
|
Course Boards Student Enquiries (ALL) DBS and OH (non health students) - Health are with Professoinal Practice team in Employability section |
Ilire Gashi |
Course Support Queue or if not possible to log via SF then |
Shiblu Rahman (Course Support & Enquiries Coordinator) | Charlotte Ransom |
| What? | Supervisor Contact | Contact Details | Escalation Contact | Head of Service |
|
Exam Prep Exam Enquiries Invigilators Exams Base Rooms DDS Exam arrangements |
Helen Minja |
Exams Queue or if unable to log via Salesforce:
DDS Exam arrangements: exams@lsbu.ac.uk or additional-needs@lsbu.ac.uk |
Alison Hatt (Exams Coordinator) | Charlotte Ransom |
| What? | Supervisor Contact | Contact Details | Escalation Contact | Head of Service |
|
Attendance and Engagement Extenuating Circumstances
EC Reviews |
Joe Willis
Joe Willis
Eleanor Leach-Kirkpatrick |
Attendance SF Case Queue or if not possible to log via SF then use emails below:
extenuating-circumstances@lsbu.ac.uk
|
Eleanor Leach-Kirkpatrick (Student Engagement Coordinator) | Charlotte Ransom |