University of Warwick Report + Support Service Standards
1. Purpose The purpose is to establish clear service standards for the Report + Support service at the University of Warwick. These standards aim to ensure high-quality, consistent, and responsive support to all students, staff, and visitors to the University.
2. Scope: It applies to the Report + Support service at the University of Warwick.
3. Service Standards
3.1 Accessibility
- The Report + Support service will be available during standard university operating hours, Monday – Thursday 9am – 5pm and Friday 9am- 4.30pm both during term and non-term time periods. This excludes Bank Holidays and University closure periods.
- The service will be accessible through the Report + Support online platform or via the Report + Support email address.
3.2 Responsiveness
- Initial responses to named disclosures (Tell us details) will be provided within 2 University working days.
- No response can be provided to anonymous disclosures into the online platform.
3.3 Professionalism
- All interactions will be conducted with professionalism, respect, and courtesy.
- Staff will be trained to handle disclosures efficiently and empathetically.
3.4 Confidentiality
- All personal information and inquiries will be handled with strict confidentiality.
- All data will be stored securely in compliance with university data protection and GDPR policies and relevant legal requirements.
- All communications, whether in-person, via phone or email, will be conducted in a manner that ensures privacy. Conversations will not be overheard, recorded, or shared without explicit consent.
3.5 Continuous Improvement
- Staff will receive ongoing training and professional development to stay updated with best practices.
- Report + Support will regularly review and update its policies and procedures to enhance service delivery
3.6 Refusal of Service Due to Staff Abuse
- Our Dignity Principles at the University of Warwick set out our expectations of how we behave as a community, both as individuals and as an institution, and inform our approach to taking appropriate action when these expectations are not met. This includes:
- We treat everyone with respect
- We do not tolerate discrimination, harassment or bullying
- We do not tolerate sexual misconduct or relationship abuse or violence.
- We keep our campus and community safe.
- "We" means all of us, students and staff alike.
- Where a student, staff member or visitor using the Report + Support Service has exhibited abusive behaviours either online or in-person, the service reserves the right to withdraw any further support.
- Abuse includes, but is not limited to, offensive language, threats, intimidation, physical violence, and any behaviour that causes distress or harm to staff members.
- All incidents of abuse must be reported to the Report + Support Manager or Director of Conduct and Resolution as soon as possible.
- Staff members who experience abuse will be provided with appropriate support, including access to counselling services and assistance with filing reports. The university is committed to ensuring the well-being of its employees.
- Individuals who engage in abusive behaviour may face consequences, including temporary or permanent suspension of access to the Report + Support service.
- This policy will be clearly communicated to all users of the Report + Support service.
4. Responsibilities
- Report + Support staff are responsible for adhering to this policy and maintaining the highest standards of service.
- Report + Support management is responsible for ensuring staff are trained and equipped to meet these standards.
5. Review and Revision
- These standards will be reviewed annually and revised as necessary to reflect changes in university operations or feedback from service users.
6. Contact Information For any questions or concerns regarding this policy, please contact reportandsupport@warwick.ac.uk.