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Foreword
Student Support and Wellbeing Services is a core component to the life of our University. We support students in understanding their changing world and, where necessary, deliver direct wellbeing interventions to address the challenges of this change.
“In this Strategic Service Plan, we imagine how UCL Student Support and Wellbeing Services might be in 2030; how we will be excellent in what we do and how our excellence will be channelled into a renewed purpose.
Across the sector, we are faced by a series of important questions. Conceptions of care, changes to life outside of the European Union, building a more inclusive environment, and a renewed focus on the importance of social mobility all demonstrate the public interests in graduates of the future who are equipped with the tools and skills to make a difference.
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Yet, we do not simply follow fashion. Our values and behaviours are constant: for excellence, for the positive impact of inclusion for society as a whole, for rejecting intolerance, and for bringing new, innovative approaches to the work we do in prevention and wellbeing. Our strategy is underpinned by these conceptions while addressing the continued student – and public – interest duty to UCL and society.
As one of the UK’s top ten universities, and a global top 100 institution, we believe our size and scale is an enabler, rather than barrier, to delivering our purpose. It is our responsibility to bring together the unique strengths of academic excellence, holistic partnership, and innovative new pathways for a more impactful delivery of support and wellbeing into the next half of this decade. We will continue to make a difference.
Notwithstanding our excellent progress to date, there is more to do. We are not satisfied to stand still or rest on our achievements. Our aim is to be even more successful in 2030 than we are today. We will achieve this by focusing on our innovative approaches, our dedicated professionals, our ways of working, and the reach of our impact and influence of our services. This is a bold plan but one rooted in our professional expertise and delivered by compassionate and dedicated specialists.
By 2030, we will deliver prevention, care, and excellence in all we do.
+ Denise Long, Director of Student Support and Wellbeing Services
Our Vision
We will reimagine what ‘Support’ and ‘Wellbeing’ look and feel like for students in an increasingly changing world.
We will continue to embed the importance of wellbeing and mental health in a university-wide mission, with clear and visible leadership, building on the University’s Mental Health Charter Mark. We will establish our supportive, preventative approaches as the means through which interventions are increasingly delivered and advance our influence to reduce harm and advance preventative and transformative support.
Our Values
- We demonstrate care
- We embrace collaboration and celebrate collegiality
- We serve with compassion
- We model diversity and inclusion
- We are proudly international
- We show determination and resilience
Our Strategic Pillars
Our strategy has been grouped together under five pillars. Within each of these pillars, we set out our ambitions and individual priorities which will help us deliver our plans.
- 1. Support a transformative student experience
Studying at UCL is a transformative experience. We champion preventative-first approaches to the work we do with students and directly respond to the student voice. We believe that prevention is the key to fostering healthy and happy experiences and, alongside this, we will develop a range of opportunities which enable students to navigate the possibilities of a UCL education, both as a student and beyond.
Key priorities we will deliver by 2030 to support this pillar - A 'Preventative First' approach in all we do.
- We will ensure that student success is not just limited to a UK-based experience.
- We will increase the number of partners we work with across all areas of our Service.
- We will adopt and embed a Harm Reduction Strategy for students at UCL.
- We will enhance the experience of affiliate students and those who attend UCL for a short period.
- We will continue to expand our specialist services, including for those students affected by war, conflict, and natural disasters.
- 2. Championing and embedding inclusion
Compassionate and inclusive approaches are a key way in which support, wellbeing, and safeguarding is delivered at UCL. We advocate for increased awareness across the sector and at home and build communities, welcoming involvement from parents, guardians, and supporters of our students.
Key priorities we will deliver by 2030 to support this pillar - In line with the call from the UK's Academic Registrars' Council, we will work to embed compassionate communications with students.
- We will work with partners across UCL to enhance inclusive environments to study, live, play, and explore.
- We will commit to the delivery of the Mental Health Chartermark and ensure its successful renewal.
- We will work to deliver a programme which ensures that Reasonable Adjustments at UCL remain fit for purpose and embed best practice.
- We will centre our work to foster intercultural engagement and experience.
- 3. Evidencing service excellence in all we do
We are dedicated professionals who are experts in their field; we are recognised across the sector and drive change in partnership with our students at UCL. We adopt a range of models which adapt to the needs of distinct cohorts and we recognise the commitment and dedication of our teams who go 'above and beyond’ to enable support to study.
Key priorities we will deliver by 2030 to support this pillar - We will retain and extend our Customer Service Excellence (CSE) accreditation.
- We will engage with the sector and share our stories of student support success through an Engagement Strategy.
- We will introduce a new induction and training model for Student Support and Wellbeing Services staff members.
- We will ensure our governance processes enshrine the student voice.
- We will create a new Specialist Casework Services functo expand on our innovative approaches to intractable student challenges.
- We will launch a new visual identity for the Service, which reflects our consolidated structure and ensures that students can identify our offer.
- 4. Enabling innovation in our support model
In line with our empowerment model, we centre the student in all we do. Our innovative technology enables our core mission to provide the right support, in the right place, at the right time for our students. Our data supports our evidence-driven approaches, and we do this in a sustainable way that demonstrates the value of the work we do.
Key priorities we will deliver by 2030 to support this pillar - We will implement new digital solutions for managing student enquiries, casework, and appointments.
- We will take our environmental responsibilities seriously and reduce our carbon footprint through our physical and digital operations.
- We will undertake regular, systematic, and transparent reviews of our Service offerings to ensure they continue to meet student need.
- We will publish regular data and insights into our Service, as well as commit to the design and delivery of a Service Impact Assessment.
- 5. Leveraging influence and global impact for students
We will make critical interventions across the sector and around the world which champion our vision and set out how support and wellbeing is critical for our graduates of the future at UCL and those who study here from across the globe.
Key priorities we will deliver by 2030 to support this pillar - We will widen the reach of International Exchange and Study Abroad for students from non-traditional backgrounds.
- We will expand and deepen our award-winning campaigns and events.
- We will commit to embedding CSR initiatives for students.
Our Strategic Enablers
To bring each of these Strategic Pillars to fruition we will lean into a series of enablers, including:
- A consolidated and integrated structure for Student Support and Wellbeing Services is clearly identified and understood by our students.
- New digital solutions, products, and tools will enable students to receive the right support, in the right place, and at the right time.
- Modelled development which is sustainable in all we do.
- The recruitment, retention, and development of professionals in their field who will act as partners in the delivery of our strategy.
- Alignment, across a range of areas, with UCL's Grand Challenges.
