Student Services and Support Policy for ELF College

Overview

ELF College is dedicated to providing high-quality, accessible support services to all learners. The College ensures that learners have access to the resources, assistance, and guidance they need to succeed academically. This document outlines the services offered to meet the diverse and reasonable needs of our learners, including technical support, guidance for learners with special educational needs and disabilities (SEND), safeguarding measures, and procedures for handling any form of discrimination or abuse.

Trained and Experienced Staff Support

  1. Staff Availability for General and Technical Support

    • ELF College ensures that suitably trained and experienced staff are available to assist learners with both general and technical issues related to their studies.

    • Learners can contact staff for support via email, live chat, or scheduled video calls. We guarantee that all enquiries from learners are handled promptly, empathetically, and effectively.

    • Our support staff are trained in both academic and technical areas to provide holistic assistance, ensuring that learners receive comprehensive guidance and solutions.

  2. Prompt and Sympathetic Response to Learner Enquiries

    • All learner queries—whether about course content, administrative concerns, or technical difficulties—are addressed swiftly, aiming for resolution within a 24-hour period.

    • ELF College’s student support team is trained to handle concerns with a compassionate and understanding approach, ensuring that learners feel valued and supported at all times.

Information, Advice, and Guidance

  1. Pre-Course Information and Guidance

    • Before enrolling, prospective learners are provided with detailed information about the courses, including the course structure, assessment methods, and expected learning outcomes.

    • Learners are also given clear guidance on the system requirements, technological tools, and any materials needed for successful course participation.

  2. Ongoing Support Throughout the Course

    • Throughout the course, learners are regularly provided with additional information, advice, and guidance as necessary.

    • Learners are encouraged to reach out to their tutors or the support team for ongoing academic guidance, and they receive prompt responses to any academic or technical issues they may encounter during their study.

Support for Learners with Special Educational Needs and Disabilities (SEND)

  1. Identification and Support

    • ELF College takes proactive steps to identify learners with special educational needs and disabilities (SEND) at the point of enrolment through a confidential needs assessment form.

    • We provide tailored support to meet the specific requirements of SEND learners, including but not limited to:

      • Extended time for assessments.

      • Provision of materials in accessible formats (e.g., large print, audio, etc.).

      • Specialist software for learning and exam purposes.

      • Personalised academic support, where necessary.

  2. Continuous Support

    • SEND learners receive continuous monitoring and support throughout their studies. Tutors and staff are trained to ensure that SEND learners’ needs are met and that they have equal access to learning opportunities.

Non-Discrimination and Abusive Behaviour Policy

  1. Commitment to Equality

    • ELF College is committed to providing an inclusive and non-discriminatory environment. We have a clear anti-discrimination policy in place to prevent any form of discrimination based on race, gender, disability, sexual orientation, religion, or other protected characteristics.

  2. Dealing with Abusive Behaviour

    • We have a published procedure for handling any abusive behaviour, including bullying or harassment, within the learning environment. This policy ensures that all learners and staff feel safe and respected at all times.

    • Any reports of abusive behaviour or misconduct are taken seriously and investigated promptly, with disciplinary actions taken when necessary.

Online Activity Monitoring and Cyberbullying Prevention

  1. Monitoring of Learners’ and Tutors’ Online Activity

    • ELF College takes the safety and wellbeing of its learners seriously. Our team monitors online activity within the virtual learning environment to ensure that all interactions are respectful and appropriate.

    • If concerns about cyberbullying or other online risks are identified, swift action is taken to resolve the issue, which may include mediation, reporting to authorities, or disciplinary measures.

  2. Prevention of Online Risks

    • Learners are provided with guidelines and resources to understand the risks associated with online learning, including how to protect themselves from cyberbullying, identity theft, and other online threats.

Safeguarding of Vulnerable Learners

  1. Safeguarding for Learners Under the Age of 18 and Vulnerable Adults

    • ELF College has effective safeguarding arrangements in place for learners under the age of 18 and vulnerable adults. This includes:

      • Safeguarding training for all staff.

      • A designated safeguarding officer who can be contacted for any concerns regarding learners’ safety or wellbeing.

      • Regular reviews of safeguarding policies to ensure they meet legal and best practice standards.

  2. Regular Reviews of Safeguarding Policies

    • Our safeguarding policies are reviewed annually and updated in line with changes in regulations and best practices.

Protection from Radicalisation and Extremism

  1. Policies and Procedures in Place

    • ELF College is committed to protecting learners from the risks associated with radicalisation and extremism. We have a clear policy and risk assessment framework in place to address these risks.

    • Staff members are regularly trained to recognize the signs of radicalisation and extremism and to take appropriate steps to protect learners.

  2. Prevention and Reporting Measures

    • The College provides learners with awareness and guidance on the dangers of radicalisation and extremism, and promotes a culture of tolerance, respect, and diversity.

    • If any concerns are raised, they are handled promptly and in accordance with safeguarding and anti-extremism protocols.

Peer Interaction and Social Learning Opportunities

  1. Encouraging Peer Interaction

    • ELF College recognizes the importance of peer interaction in fostering a supportive learning environment. To this end, we encourage learners to engage with one another through various channels:

      • Social Media Platforms: Learners are invited to join official ELF College social media groups, where they can interact with peers, share resources, and discuss course-related topics.

      • Virtual Learning Environment (VLE): Our VLE includes discussion forums, group projects, and collaborative activities to promote peer interaction and teamwork.

  2. Creating a Collaborative Learning Culture

    • ELF College encourages collaborative learning through online study groups, webinars, and virtual networking events, allowing learners to connect, share knowledge, and build a sense of community.

Technical Support and System Requirements

  1. Clear Communication of System Requirements

    • ELF College ensures that all learners are clearly informed of the system and technical requirements needed to participate in the online courses. This includes details on the minimum hardware, internet speed, and software specifications.

  2. Access to Technical Support

    • In case of any technical difficulties, learners have access to a dedicated IT support team available via email or live chat. The support team is trained to resolve technological problems promptly and efficiently.

    • Learners can also access a comprehensive FAQ and troubleshooting guide to help resolve common technical issues independently.

ELF College is committed to offering services that meet the diverse and reasonable needs of learners. From general support and SEND assistance to safeguarding and anti-discrimination policies, we provide a secure, inclusive, and supportive learning environment. Our aim is to ensure that all learners can succeed in their studies, with the necessary guidance, resources, and protection in place.