These days, more than 1 in 4 students will disclose a mental health problem of one type or another to their university - and encouragingly, they are increasingly seeking help and support. However, this means the internal pressure on university support services has never been higher, with many systems collapsing due to caseload overload.”
Lee Rawlinson, Director of Institutional Research at Student Ventures
As an education professional, it can be challenging to manage a caseload of students while also providing high-quality support. As a direct result of the case overload, studies reveal that students are increasingly turning to academics rather than the university’s dedicated support teams, for help. A detailed report into The Role and Experiences of Academics summarises the inherent risk this trend poses:
Gaps in service provision are placing academics in situations that leave them holding substantive risk. Academics must be able to signpost students to a service where they will receive the support they need and where the service will be flexible enough to respond to the needs of different students.”
The report goes on to highlight that responding to student mental health problems is now an “inevitable part of the academic role”, but that academics believe their roles and responsibilities in relation to mental health:
- Are ambiguous and lack clarity, leading to weak and uncertain boundaries and increased risk to students, staff and universities,
- Result in workload and time pressures that are invisible to management,
- Leave them feeling unprepared and unsupported due to a lack of necessary structures, cultural change and training, and
- Have a substantive, negative impact on their own wellbeing
The report goes on to reveal that:
The relationship between academics and Student Services seems, at best, problematic... creating gaps into which students can fall and through which bad practice can arise.”
And where students fall through the gaps and feel unsupported, they are at higher risk of dropping out of university – or worse. According to research by Student Ventures, in 2022, 937 students drop out of university every day, and every four days, a student takes their own life. The key to closing the gaps between departments is facilitating safe information sharing between teams. To do this, HEIs must invest in tools more effective university-wide collaboration while making accurate and complete student data available securely and in real-time to those needing accurate and complete student data available securely and in real-time to those who need to see it.
As a university CIO, one of your top priorities is to leverage technology to enhance the student experience and improve overall efficiency across all functions. One area where technology can be particularly effective is in supporting student’s physical and mental wellbeing, managing student support caseloads and reporting data. Here are just a few ways that technology can help:
Chatbots and virtual assistants: Chatbots and virtual assistants can be used to provide instant support to students, answering common questions and providing guidance on available resources. These technologies can help alleviate the burden on support staff and provide students with quick and efficient assistance.
Learning management systems (LMS): LMS platforms provide a centralised location for students to access course materials, communicate with instructors and peers, and submit assignments. LMS systems can also provide real-time data on student engagement and progress, enabling instructors and advisors to intervene when necessary to support students who may be struggling.
Student information systems (SIS): SIS platforms provide a comprehensive view of student information, including academic records, financial aid information, and student support services data. With a SIS system, advisors and support staff can quickly access the information they need to provide targeted support to students.
Data analytics and reporting: By using data analytics and reporting tools, universities can gain insights into student behaviour and identify trends that may require intervention. For example, tracking data on student engagement with support resources can help identify which resources are most effective and where additional resources may be needed.
Virtual collaboration and engagement tools: Virtual collaboration tools such as video conferencing, instant messaging, and virtual whiteboards have been used to facilitate communication and collaboration between students and support staff for some time. These tools can help support staff provide more personalised support to students, regardless of their physical location. More and more universities are now looking to implement student apps to supercharge the engagement between staff and students – on a familiar and modern platform.
By leveraging these technologies, you can not only support student success but also streamline support processes, reducing the workload for support staff and improving overall efficiency.
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