Amidst changing times and challenging financial landscapes, offering a relevant student support package is becoming increasingly important for success across student cohorts within higher education.
At the University of Leeds, student engagement and continuation have long been priority areas. Over the past couple of years, we have invested significant time and resources into our Student Engagement Caller (SEC) initiative. This proactive scheme, balancing a data-driven approach with human-first interactions, provides tailored support to our students.
Setting the Stage
Our Student Engagement Caller (SEC) scheme was first piloted in 2022/23 with two dedicated callers supporting two of Leeds’ seven faculties. By the following year, this initial team had doubled, extending their reach across all faculties at Leeds.
Comprised of recent graduates who have firsthand experience with the trials and triumphs of student life, our Student Engagement Callers are uniquely positioned to provide empathetic and effective support to students who, for various reasons, may have become disengaged from university life. These students are identified by our data tracking systems, which monitor indicators including class attendancedigital engagement, and repeated applications for Mitigating Circumstances.
This initiative is a key part of the University’s commitment to ensuring that every student feels a sense of belonging and significance. A commitment which is encapsulated in our Access and Student Success Strategy, aiming to ensure that: “All students feel they belong and matter to the University”.
Methodology: How It Works
The scheme operates through a structured and compassionate approach. We begin by identifying and pre-screening students who may benefit from additional support, taking into consideration contextual information to ensure our calls are relevant and helpful.
Callers adopt a pastoral and friendly approach, creating a safe space for students to share any concerns or struggles they may be experiencing. This empathetic interaction is central to our initiative, ensuring that students feel heard and supported. We also work very closely with Student Support colleagues across the University, to ensure the work complements existing practices and the students receive the right information at the right time.
Standard Process
The Student Engagement Callers follow a structured process for each call. After receiving student details, callers locate contact information, check timetables, and send a text to confirm call times. Calls are made within the specified timeframe, followed by a detailed email summarising the discussion and any necessary follow-up actions. If a student does not answer, the caller attempts again on another day. All interactions are meticulously recorded, providing a comprehensive view of each student’s engagement with university services.
Common Themes and Support Services
Calls often address themes such as mental health, disability, sense of belonging, financial struggles, and academic challenges. Callers are trained to refer students to relevant services, including wellbeing workshops, Student Counselling, Disability Services, financial assistance, and academic support. This holistic approach ensures that students receive comprehensive support tailored to their unique needs.
Impact and Feedback
The impact of the Student Engagement Caller (SEC) scheme has been significant. In Semester 2 of the 2024/25 academic year alone, a total of 1,363 students were called, with 536 (39%) answering.
Among the students who answered, 159 were signposted or referred a combined total of 289 times to various support services. Additionally, 304 students raised 428 issues, with 20% related to Mental Health and Wellbeing, 17% to Illness/Health, and 10% to Disability.
Feedback from student focus groups highlights the positive reception of the scheme. One student mentioned, “I prefer it because it’s just more human,” while another appreciated that “it was nice to have all my queries answered in one place; that was good.” The friendly, supportive, and kind nature of the callers was also noted, with one student expressing that “it was a huge weight off my shoulders.”
If you would like to find out more about our Student Engagement Callers, please don’t hesitate to get in touch by emailing studentsuccess@leeds.ac.uk
Stephen Maw, Evaluation Lead Officer University of Leeds and Iona Gilles, Student Engagement Caller, University of Leeds