Whilst the Advice & Representation Centre remains committed to its aim of providing a service to all University of Sussex students, there may be occasions where after careful consideration, services are withdrawn for individual users.  This policy outlines the circumstances in which this may be appropriate, and details the procedure which should be followed.

In this policy references to ‘Advice & Representation Centre staff’ and ‘advice worker’ refer to all Advice & Representation Centre staff, the Education Officer and Welfare Officer unless otherwise stated.

Circumstances which can lead to withdrawal or refusal of service

a. Service user threatening or using violence.
b. Consistent breach of equal opportunities by service user.
c. Potential fraud and seeking support for illegal actions.
d. Loss of confidence.
e. Conflict of interest.
f. Inappropriate or excessive use of resources.

This list is intended to serve as a guide for both service users and advice workers.  However, if an instance occurs that is outside these guidelines which indicates that it is in neither parties interest for the relationship to continue, the Assistant Director (Advice & Representation) reserves the right to refuse service after careful consideration of the situation.  In all cases the service user is entitled to appeal the decision via the Advice & Representation Centre complaints procedure.

Promotion of the policy

All Advice & Representation Centre staff will receive training on this policy via induction. 

Where a potential withdrawal/refusal of service is identified, the user will be made aware of the policy and be offered a copy where appropriate.

Procedure

Where Advice & Representation Centre staff have concerns regarding a service user in relation to the policy, the details of this should be discussed in the first instance with the Assistant Director (Advice & Representation). In addition the following action should be taken in relation to specific points:

i) Service user threatening or using violence.

If a worker has any concerns over the conduct of a service user in terms of violence, and communication skills fail to resolve the situation peacefully, or if a service user is being violent, the University’s security staff will be contacted.

In discussions with others involved in the incident, the Assistant Director (Advice & Representation) may decide to ban a user from the service. This decision will then be communicated to the user in writing. It will be at the Assistant Director (Advice & Representation)’s discretion, in consultation with the Union Director, to initiate the Union’s complaints procedure, membership procedure and/or the University’s disciplinary procedure in relation to the incident.

ii) Consistent breach of Equal Opportunities.

The Advice & Representation Centre embraces the Students’ Union Equal Opportunities Policy. In accordance with this policy, if informal measures to deal with the situation do not rectify the behaviour of a service user, the Centre may refuse service in order to maintain an environment acceptable to other service users and staff.

It will be at the Assistant Director (Advice & Representation)’s discretion, in consultation with the Union Director, to initiate the Union’s complaints procedure, membership procedure and/or the University’s disciplinary procedure in relation to the incident.

iii) Potential fraud and seeking support for illegal actions

The Advice & Representation Centre cannot knowingly assist users with fraudulent claims or assist a user where it is known that the user is misrepresenting their situation or acting in an illegal manner.  If a user admits, or it becomes apparent, that this is the case the Advice & Representation Centre staff member must clearly state their belief that the situation may be fraudulent and the consequences or legal implications of that action.  The staff member should also explain that the user should either disclose their change of circumstance, or take appropriate action to cease the fraudulent action.

If the service user is unwilling to stop the fraudulent action, they must be notified that the Advice & Representation Centre will be unable to assist further in relation to that matter, and therefore lead to a withdrawal of service.  This decision will be made in discussion with the Assistant Director (Advice & Representation) and will be clearly communicated to the user in writing.

iv) Loss of confidence

Where a service user’s actions are consistently contrary to those advised by an adviser, or where the service user consistently fails to keep appointments, the adviser should discuss this matter with the Assistant Director (Advice & Representation).  Where appropriate, the Assistant Director will communicate the possibility that if the user continues with her/his actions, that withdrawal of service may occur.

This also applies where the service user's actions have a serious affect on the reputation and standing of the Advice & Representation Centre in relation to either internal or external groups and organisations.

v)  Conflict of interest - see Conflict of interest policy

vi) Inappropriate or excessive use of resources.

The Advice & Representation Centre has limited resources and aims to provide equal service to all users.  It aims to empower students to resolve issues themselves where possible.  Resources in terms of staff time and expertise are not unlimited.  Therefore the following actions may lead to withdrawal of service:

·   Demands that staff undertake actions which they deem the student to be able to take themselves.
·   Requests for assistance that exceeds the expertise of staff, for example legal representation.
·   Long term support demands that require substantial staff time which then have a detrimental affect on the ability    to provide an acceptable level of service to other service users.

Standard actions

In all circumstances where withdrawal or refusal of service applies the following should occur:

i) The decision must be taken in consultation with the Assistant Director (Advice & Representation), whose decision is final.
ii) The user should be informed in writing of the decision and an explanation provided as to why it has occurred.
iii) The user should be provided with details of other advice providers.
iv) The Union’s Operations Committee will be notified of the decision in order to monitor the policy and for social policy purposes.
v) It is imperative that records are held on the case sheet detailing specific advice and decisions communicated to the user.
vi) The Advice & Representation Centre complaints procedure should be offered if the user wishes to challenge the decision.