Case Manager Introduction<>


Joanne’s story

“It was my first term at university. But it wasn’t like I imagined. Naïvely, I thought that the difficult bit would be the subject … impressing my lecturers … finishing assignments.

“But no-one told me about all the other stuff. There are just so many things you need to get sorted that you feel overwhelmed. Like you’re on a constant hunt for information and advice. Registering with this and that service (libraries! gyms! halls of residence! students’ union!). Downloading timetables. Filling in forms. Not to mention having to find your way around a new city and a square mile of campus. No matter what happened, a day rarely went by without I had to solve some new puzzle or other.

“OK, I can Google for a late-bus timetable or a map of the city centre. But, all too often, it wasn’t that simple. Like when I needed some extra help for a tricky assignment. I didn’t know where to begin. I didn’t feel comfortable seeing the course lecturer about it (it felt like admitting I wasn’t good enough). So I tried emailing my personal tutor. But she was away on a field trip and didn’t respond to my mails. There was no-one to turn to …”

Dr Clarke’s story

“I was Joanne’s personal tutor. The idea behind the personal tutoring system is that students will have someone other than their lecturers or classmates to turn to for advice on both academic and non-academic issues. So I guess I should’ve realised that something was up before I got the email telling me that she wouldn’t be returning.

“But, to be honest, I never realised Jo was even near the edge till I saw that email. I’d missed a couple of earlier pings as I’d been trekking through the backwoods for a week with a dead mobile. But, looking back, I know now that there were other signs. Finance must’ve known that she was late paying her fees; and, from talking to Rosa in Outreach, I know she was getting cold feet about her summer placement. Nick, her student mentor, knew she’d had a bereavement in the family. But no-one told me! And no-one put it all together. How could they if they could only see one part of the picture?

“Result: we dropped the ball between us. Jo was bright and enthusiastic — we could have coached her through the difficulties, but we left it too late. She didn’t get the help she needed at the time she needed it.”

How Case Manager can help Joanne and Dr Clarke

Wouldn’t it be great if there was just one place where a student like Joanne could go if she needed help or advice? A single port of call where she could get immediate answers and good quality advice about the myriad of day-to-day problems? Where she could be sure that her enquiry would be routed to the right people. And where that enquiry would be tracked and monitored to ensure that it received the attention it deserved …

And, imagine how much more effective Dr Clarke could have been if she’d had a full picture of Joanne’s problems. If she’d received the information from the other departments and from Jo’s student mentor. Then, if she had felt that action was called for, she could have summoned the immediate support and assistance of her colleagues and provided them with the information needed to work out an effective intervention plan.

Well, now there is a way that Joanne can get effective advice and Dr Clarke can help her — Case Manager from CampusIT.

Case Manager is a ready-to-go one-stop advice and enquiry service for your students.

Case Manager ensures that students like Joanne will get fast, accurate, consistent answers to their queries and that ‘dropping the ball’ will become a thing of the past.

Case Manager can handle everything from ‘standard’ requests for information or services (‘please can I have a replacement ID card’) to unstructured, ad hoc enquiries or requests for assistance (‘I’m having problems with my maths, what can I do?’).

What’s more, it integrates with your student record system to ensure that Joanne’s enquiry becomes an integral part of her student record: giving you a rounded picture of Joanne as an individual. Her enquiries and requests for help can be viewed alongside her academic and attendance information, allowing you to catch the fact she’s at risk and deploy appropriate intervention strategies.