the Guild and GP practices have their own guidelines on confidentiality. These guidelines will influence the information
Helping Distressed Students A GUIDE FOR UNIVERSITY STAFF
Helping Distressed Students: A Guide for University Staff Many people experience emotional and psychological difficulties at some point in their lives. Usually these can be resolved by talking them through with family and friends. Sometimes professional help is needed. Most students will cope well with the stresses of academic life given reasonable support from their friends, family and academic departments. Sometimes they need more than this. If you feel you need to, or are requested to give a student extra assistance, it is important to help within the boundaries of what you feel competent to do. The University of Exeter is committed to supporting all its students as consistently as possible, and to provide staff with the information, skills and support that they require. This guide gives you advice on dealing with both crises and more everyday situations. It is important to be prepared for emergencies; however, please remember these occur very rarely.
This guide been produced to:
What you can do:
What you can’t do:
Help you to recognise when a student may be in difficulty
Listen
Solve all the student’s problems
Give the student time to talk
Know what is right for the student – the student may have a range of experience in coping with their situation
Provide advice to help you respond appropriately and effectively Remind you of the sources of support within the University Raise awareness of issues relating to student mental health
Understand the situation from the student’s point of view Be empathetic and not dismissive Help the student to feel supported Advise and encourage student to access appropriate sources of support
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Ignore the situation – the University has a responsibility to ensure the student is informed of the support available Ensure the student will accept or access support
Roles and Responsibilities It is important to remember – you are not solely responsible for a student’s emotional state.
Identifying sources of support
Offering direct support
It is not always possible to know what the best source of support might be. The student may have more than one problem, or the initial problem may not be the most central.
If you offer support you must ensure that:
What is important in the first instance is to recommend that the student accesses support that is acceptable to them. The student can access another service at a later date if necessary.
Confidentially Confidentiality is an important aspect of helping students in difficulty. Please consider the following information carefully. Do not disclose personal information about students to anyone outside the University, including parents, without the student’s explicit consent, (see ‘exceptional circumstances’). Also note that the Student Health Centre is not a University service. Prioritise discussing confidentiality with the student. However do not promise absolute confidentiality. Explain to the student that in ‘exceptional circumstances’, e.g. if the student is a risk to themselves or others, confidentiality may have to be breached (see page 6). Personal information about students can be transferred internally if there is an operational need. However ‘sensitive data’ about a student can only be shared with the student’s ‘explicit consent’, on ‘a need to know basis’. (‘Sensitive data’ includes their racial or ethnic origin, mental and physical health, religious beliefs and sexual orientation.) ‘Explicit consent’ needs to be gained from the student in order to share sensitive data with colleagues. Consent needs to be either written or a record of the conversation with the student needs to be made.
• You have sufficient time within the context of your other commitments to do this • It does not conflict with other aspects of your role • You gain support and advice e.g. from colleagues or student support services. You can access support, including counselling, for yourself from the Occupational Health Service.
‘What if’ conversations with colleagues can be a very effective way to consider the student’s situation or needs while maintaining the student’s anonymity. The Disability Resource Centre, Counselling Service, the Guild and GP practices have their own guidelines on confidentiality. These guidelines will influence the information these services may be able to share. However they will be able to consider or act on information you give them about a student in difficulty. The Student Counselling Service, The Mental Health Advisors, within the Disability Resource Centre, and the Head of Student Experience offer a confidential consultation service to all staff who may wish to discuss their concerns about students in difficulty and consider possible options/support. Contact with Parents: You cannot communicate with parents without explicit consent from the student. You can inform parents of the University support services available to students experiencing difficulties, suggesting that they could encourage their son or daughter to access them. Further advice and guidelines on disclosure and confidentiality are available at www.exeter.ac.uk/admin/ academic/datapro
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How do you know there is a problem? Trusting your own judgement – check the following
Is the student’s behaviour causing concern?
How does the student seem?
Is there other information?
Is the student telling you there is a problem?
Tense/Irritable
Has the student declared a mental health problem?
Is there anything unusual or unpredictable about the student’s behaviour that makes you feel uneasy?
Behaving erratically
Is the student having difficulties with their academic work? Is the student requiring a lot of your time? Is the student absent from seminars or lectures?
Sad/Miserable/Tearful Changing mood or behaviour
Are their friends or staff members telling you something about the student that indicates a problem?
Panicky, feeling overwhelmed Withdrawn or very quiet Difficulties concentrating Smelling of alcohol, cannabis Agitated Very loud/Disinhibited Talking incoherently Lethargic, tired Physically unwell
Is this different from your previous experience of this person? You might see a significant change in appearance (e.g. weight change, decline in personal hygiene) Behaviours may have changed (e.g. staying in bed all day, work handed in late, not attending classes, avoiding going out)
Do you need more information from the student?
Do you need more information from other staff?
Would it be helpful to consult with someone else?
How does the student feel, do they perceive there is a problem?
Has anyone else noticed a problem?
Your colleagues, line manager or senior colleague
Has there been a trigger causing this behaviour?
How is the student functioning academically?
Student Support Services: e.g. Disability Resource Centre, Counselling, Head of Student Experience (also see page 8)
Have they had a similar experience in the past? How did they cope?
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What you should do if the situation does not require immediate action The situation is not urgent if: There is no immediate risk to the student, or others, although the student may be: • Depressed, anxious, generally stressed
• Suffering from low self-esteem
• Homesick, lonely and isolated
• Bereaved
• Having problems with relationships
• Having unexplained study or money problems
If the student will accept help Agree with the student who is the best person to help.
If you feel you could help the student you must ensure that: You have the time and/or skill It does not conflict with your role You are clear of your boundaries You have access to support and advice You are able to: • Listen to the student’s concerns • Offer practical advice • Provide reassurance • Show your concern by following up your conversation at another time
If you feel someone else should help the student: What does the student need? (see page 7 and back cover) Inform the student about the services available. Support them to access the services themselves. Check later with the student if this has been done If you are unsure then seek further advice from a colleague or speak to the Disability Resource Centre or Counselling Service (back cover)
If the student will not accept help You can make it clear that you will help if the student changes his or her mind. Ensure the student understands the implications of not accessing help. This may limit the support they can receive, e.g. they will not be able to access reasonable adjustments such as special exam arrangements. Explain issues of confidentiality especially in relation to passing on information in exceptional circumstances. Seek advice from Disability Resource Centre or Counselling Service (see page 8). You can monitor the situation. If the concerns become more serious (see page 6).
In all situations •M ake sure that you debrief by talking the situation through with a colleague or the Student Counselling Service (back cover).
• You should make a record of the conversation signed by both you and the student if possible. Failing that, record your concerns and inform the appropriate person.
• Make sure you are aware of University confidentiality issues (see page 3).
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What you should do if the situation is urgent The situation is urgent if: • You believe the student may be at risk of harm to themselves or others. • You are concerned about the student for one or more of the following reasons: • Is behaving out of character e.g. withdrawn, elated
• Seems very disorientated and out of touch with reality
• Expresses suicidal thoughts
• May be at risk of serious self harm
• Appears seriously physically ill
• Is violent or threatening violence to people or property
• Has completely stopped functioning
(n.b. these could be exceptional circumstances see page 3)
If the student will not accept help
If the student will accept help (Agree with the student the course of action)
(If at all possible let the student know that you are required to inform other University staff about concerns about their well being)
In office hours
In office hours
Recommend that the student accesses University support services as soon as possible e.g. Disability Resource Centre or Counselling Service (back cover).
If they need immediate medical assistance call the emergency services and Estate Patrol (3999).
Support and encourage the student to see their GP as soon as possible.
Contact the Student’s GP, if known, or the University Principal Medical Officer to inform them about the student.
Seek advice and or support from Disability Resource Centre, Counselling Service or University Principal Medical Officer.
Disability Resource Centre, Counselling Service and Head of Student of Experience (back cover) will offer advice.
Inform your senior line manager and Head of Student Experience.
If in University accommodation, resident tutors and estate patrol (back cover) could be informed.
Out of hours
Out of hours
Support and encourage the student to contact the GP out of hours service or Devon Doctors on call (08456710270) or to seek advice from NHS Direct (08454647), The Chaplaincy, Resident Tutors, Student Mentors, Samaritans or VOICE (see page 8). If they need immediate medical assistance call the emergency services and Estate Patrol (3999). Next day, inform your line manager and Head of Student Experience who will check whether further action is required.
If they need immediate medical assistance call the emergency services and Estate Patrol (3999). Call the out of hours GP service for the student’s GP practice or Devon Doctors (08456710270) or seek advice from NHS Direct (08454647), the Chaplaincy, Resident Tutors, Student Mentors. Next day, inform your line manager and Head of Student Experience who will check whether further action is required.
In all situations • Try to stay calm • Engage with the student if possible, but put safety first •R emember confidentiality guidelines
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• Prioritise your own safety and that of others • Whenever possible, try to inform a colleague about the situation as back up support for yourself
• Make sure that you debrief by talking the situation through with a colleague, Disability Resource Centre or the Counselling Service (see page 8) • Keep a written record
Who can Support the Student Are there academic and support issues arising from a mental health difficulty?
Mental Health Advisors Disability Resource Centre (Ext 3880)
[email protected]
Is the student concerned about a specific difficulty they are experiencing? e.g. anxiety, panic attacks, eating difficulties, depression, alcohol or drug misuse, fatigue.
Student Health Centre (Tel: 01392 676606)
[email protected]
Is there a health problem?
Student Counselling Service (Ext 4381)
[email protected] (Ext 6606)
Are there problems with loss of motivation, difficulties with concentration, loss of confidence, engaging with their course? Is the student experiencing emotional or personal difficulties?
School Office / School Disability Representative Relevant member of academic staff
Is the student very worried about academic matters or struggling with their studies?
Study Learning Skills Service (Ext 4506) Disability Resource Centre (Ext 3880)
[email protected]
Does the student have financial problems?
Does the student need to talk things through with someone who will provide a listening ear?
Does the student have a physical disability? Is there a persistent study difficulty? e.g. dyslexia, dyspraxia
Students’ Guild Advice Unit (Ext 3520 ) Students’ Guild Welfare and Equal Opps Officer (Ext 3562)
[email protected] [email protected] Equality and Diversity Manager (Ext. 2037)
[email protected]
Is there a problem of discrimination, harassment or a complaint?
Harassment Advisors Network www.exeter.ac.uk/admin/misc/ harassment
Is the problem related to accommodation?
Accommodation Office (Ext. 2524)
[email protected] www.exeter.ac.uk/halls/ residenttutors selfcateringaccomodation@ exeter.ac.uk (Ext.3508)
Might the issue be related to the student being from overseas?
Chaplaincy (Ext. 3649)
[email protected]
Does the student need spiritual support?
International Student Adviser (Ext. 3041)
[email protected]
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University Support Services Accident and Emergency Department R.D&E Hospital Barrack Road Exeter Tel: 01392 411611 Accommodation Officers Ext: 2524 Estate Patrol Northcote House Queen’s Drive Ext: 3999 Chaplaincy – Multi Faith Room 101 The Old Library Prince of Wales Road Streatham campus
[email protected] Ext: 3649 07739 232455
[email protected] Tel: 01392 271191 St Luke’s:
[email protected] Ext: 4804 Data Protection Room 154 Northcote House The Queen’s Drive EX4 4QJ Ext: 3033
[email protected] Devon Doctors on call Tel: 08456 710270 Disability Resource Centre www.exeterguild.org • Mental Health Advisors • Disability Officer • Specialist Study Skills Advisors The Old Library Streatham Campus EX4 4SB Ext: 3880
[email protected]
International Student Advisor Room 250 Northcote House The Queen’s Drive EX4 4QJ Ext: 3041
[email protected] Harassment Advisors Network www.exeter.ac.uk/admin/misc/ harassment/page9.shtml Head of Student Experience Northcote House The Queen’s Drive EX4 4QJ Ext: 3015 s.j.doherty.exeter.ac.uk
Student Health Service Reed Mews Streatham Drive EX4 4QP Tel: 01392 676606
[email protected] Student Help www.studenthelp.exeter.ac.uk/ studenthelp Student Learning Skills Service Queen’s Building, Ext: 4506
[email protected] Student Mentors www.exeter.ac.uk/ accommodation/tutors
NHS Direct Tel: 08454647 Occupational Health Service Northcote house The Queen’s Drive EX4 4QL Ext: 3136 Principal Medical Officer See Student Health Centre Resident Tutors www.exeter.ac.uk/halls/residenttutors Samaritans Tel: 08457909090 School Disability Rep contact school office Students’ Guild Advice Centre Devonshire House, Ext 3520
[email protected]
Voice – (Nightline) Every night 8pm-8am Ext: 4000 (info only) Ext: 4001 (listening) Tel: 01392 275284 www.exetervoice.co.uk
Supportive University Documents The University also has policies and resources in place in relation to supporting students. These can be accessed through the University website. They include:
Student Counselling Service Reed Hall, Hailey Wing Streatham Drive EX4 4PD Ext: 4381
[email protected]
• Guidance on Supporting Students Experiencing Mental Health Difficulties
Student Guild, Welfare and Equal Opps Officer Ext: 3562
[email protected]
• Cause for Concern Policy
• Fitness to Study Policy • Fitness to Practice Policy • Teaching Quality Assurance Handbook
Written by Jo Blakely and Rachel Bragg, Mental Health Advisors / Occupational Therapists, July 2008 Cover: studio model used for this image. The University of Exeter would like to thank and acknowledge the contribution of Disability Committee’s Mental Health Sub Group at the University of Edinburgh and also Myra Woolfson at the University of Nottingham Counselling Service, towards this document. For further copies and feedback on the usefulness of this document contact:
[email protected] Available in alternative formats on request from
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