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► Code of Practice
What Do We Do
Provide professional advice, information and support to current, alumni and ex-members of London South Bank University’.
How Do We Do It
By providing an open, friendly and relaxed reception and interview atmosphere in which clients feel able to discuss their concerns.
By providing information packs and leaflets for clients to take and read, without requiring the client to seek a professional interview.
By working with the client to find a practical solution, where possible, to their presented problem.
By engaging in advocacy work within the University and outside agencies, where the client requests assistance.
By referring clients, by agreement, to outside and internal specialist agencies and support services, as appropriate, to their presented problem.
By listening to clients presented problems in a confidential space, and providing non-judgmental advice to clients.
When Do We Say No?
This means saying no to the client and ending their access to our Advice Workers for professional advice.
When the presented problem is beyond the training or experience of the Advice Worker, the client will be advised accordingly and referred to another appropriate agency or support service.
Where another professional (Advice Worker/Solicitor) is already acting on their behalf and with the consent and knowledge of the client our service comes to an end.
When the combined efforts of the client and Advice Worker have exhausted all practical avenues of enquiry.
When the client puts the safety of the Advisor at risk.
When the client is not a student or associate student of London South Bank University. Advisers cannot see non-students, unless they are associate members or employees of the Union.
The client will be advised verbally, by the Advisor, that their interview will not continue as their presented problem is outside of their training/experience or nothing more can be achieved from their presented case.
If requested, the Advisor will write confidentially to the client to explain in detail the reasons for the termination of the interview.
What We Don’t Do
Counseling
Advocacy
Money
Gifts
What Do We Promise To Do
Appointments
Letters
Confidentiality
Case Files
Times of Appointments
Exceptions
By the client choosing and directing the progress of their problem by regular interviews, as requested.
How Do We Say No?
Staff are not trained counselors and cannot therefore provide this service to students. This will be explained to clients but does not prevent staff from having relevant discussions with clients outside of the presented problem.
Staff will only work with a client to gain a resolution to a practical problem. Staff can act as trained professional advocates if trained to the appropriate level, All advisors can support clients and exceptionally represent clients who are unable to do so themselves.
Staff are not permitted to and will not give money to students either from Union funds or their own resources. Staff may not receive money from students as gratuities or payments as thanks.
Staff may not receive or solicit gifts or thanks from clients. Clients who request permission to thank a staff member will be advised to write to the President. If a gift is given to an Advice Worker they will state that they are not permitted to receive gifts. However, where it is culturally difficult or otherwise problematic to refuse it can be accepted. The client will be told its receipt will be reported to the relevant Sabbatical/Manager. This will be reported within 24 hours of receipt. The Manager/Sabbatical will then decide what is to be done with the gift.
A student seeking a professional interview (term time) will see an Advisor within 24 hours of their enquiry. (Mon-Fri), although not necessarily on the site where the enquiry was made.
Where an Adviser has agreed with the client to write a letter it will be sent within 48 hours of the interview unless not reasonably practicable (term-time, Mon-Fri). Clients will always be sent a copy of any correspondence received by the SAB or sent in connection with their case. Clients must sign a form of authorization, permitting the Advisor to write in connection with their case. All letters will aim to enable the client to gain answers to their enquiries directly, rather than having to do so via SAB staff.
Clients must agree before matters of a confidential manner, contact, correspondence or other discussion is had with the Advisor concerning their case. No information will be given to any person other than the client without the permission and or knowledge of the client.
Advice Workers and the client are the only people who may examine case files, unless the client gives permission for another to do so. Clients may view their files at any time by appointment. Case files will be kept for seven years. Clients may have a copy of their files if requested; and a fee may be charged. However originals must be kept by the Union. Clients will be advised of this if their presented problem requires a series of interviews.
Clients who are more than 15 minutes late for an interview will not be seen. Clients who are late and consider their case to be an emergency will be seen (where possible) at the next available time that day, although not necessarily at that site.
Where the Advice Worker believes the client to be a danger to the Advisor or other Union staff confidentiality cannot be maintained. The Advice Worker will immediately terminate the interview. The Advice Worker may invoke disciplinary proceedings or legal action against a client who has threatened or assaulted a member of staff.
