Newcastle College’s Student Services team has successfully retained its Matrix Standard for advice and guidance.
The award, which is an internationally recognised mark for quality standards of information, advice and guidance services, identifies organisations with exceptional support services by benchmarking against best practice.
Newcastle College has held the accreditation for many years, but is reassessed every three years to determine whether the quality standard has been maintained.
Roz Kirton, Student Services Manager at Newcastle College, said: “I am delighted that Newcastle College has retained this prestigious accreditation, and that the hard work of our Student Services team has been recognised.
“Maintaining our excellent Student Services provision is something the College takes very seriously, and we’re thrilled to have been recognised with the Matrix Standard once again. It is a real credit to the team and we’ll continue to provide our students with the best possible support.”
The Matrix Standard assessment involved an assessor being on site for two days, incorporating one-to-one and group interviews with key members of staff and students who use the service. The assessor looks for evidence to support the four elements of the Standard in areas including Leadership and Management, Resources, Service Delivery and Continuous Quality Improvement.
Continuous improvement checks are also carried out on a yearly basis in between re-assessments to monitor progress against the four elements and recommendations from the previous report.
Highlights of the report credited the Student Services department’s ‘good service provided by staff who are motivated and committed to supporting learners’, and how students said that they ‘(feel) fully supported by friendly and encouraging staff who are responsive to queries’. Assessors also reported that impartiality was clearly demonstrated by staff, and that ‘treating students with respect and ensuring equality was noted as being in line with College values and priority areas’.
Roz Kirton continued: “The process was very much a whole team effort and the successful outcome is down to the entire Student Services and Education Partnerships teams.
“Without their dedication and continuous efforts to improve and build on the services we provide our customers, we wouldn’t be able to achieve the Matrix Standard.”