Supporting our students to achieve their very best whilst at the University is crucial. It's also vital that we ensure our staff are fully trained and equipped to be able to support them to do so.
With student numbers increasing and students presenting with more complex needs right across the sector we have reviewed our Student Support Services (SSS).
Building on what students and staff told us we already do well, we're investing in our SSS, with the changes going live from the 2023/24 academic year.
Rachel Dickins, Head of Student Support and Wellbeing
Dialogue spoke to Rachel Dickins, Head of Student Support and Wellbeing, as she tells us about her new role, as well as what she likes to do outside of work.
In her role Rachel is responsible for leading the safe and effective delivery of student support across the University, co-ordinating and sharing best practice and ensuring we keep our services fit for purpose. She also leads and supports the existing and well-established Student Wellbeing team.
A former Durham student, Rachel returned to the University to undertake a research fellowship following two years working in the pharmaceutical industry in drug discovery.
She said:
After completing my degree and PhD at Durham, in one of the best Chemistry departments in the country, I was keen to return to pursue a career in HE. I’ve had a variety of research, teaching and administrative roles but it was through my role as Director of Undergraduate Studies that I first became passionate about student support. Providing support to students to enable them to thrive, progress with their academic studies and have the best learning and development experience during their time at Durham is very rewarding.
So how do you feel about your new role?
“I am incredibly excited about leading the implementation of the new student support model and supporting the ongoing, excellent work of the Student Wellbeing team. I feel very privileged to have been involved in the Student Support Project and to have the opportunity to lead and deliver the vision of the new model is wonderful.’’
“What has been clearly evident throughout my involvement with the Student Support Project is the incredible work that staff from all across the University are already doing to support our students, and with such enthusiasm and passion. There are pockets of excellence in student support all across the institution and it’s part of my new role to ensure we can share and embed such areas of best practise across the University.”
What have you been doing in your first weeks?
“My priority has been meeting with key people across the institution to share and embed the vision for the new student support model but also to listen and find out more about the great work that's already taking place, and listen to any current issues and concerns. I’ve also been busy with recruitment activities and we have four interview panels scheduled in November for new roles within the functional leadership team and the Faculty student support hubs.”
What are the challenges?
“This is a significant change project and we don’t yet have all the answers, nor will we when the new model is rolled out at the start of next academic year. One of the challenges will be ensuring people understand the boundaries of their role and responsibilities within the new model. It may mean that some colleagues will have to change the way they are currently operating and in some cases they will have to stop doing certain activities. I know that won’t be easy for some people as they are passionate about supporting our students, but it’s about ensuring that staff with the appropriate training and skills are supported to enable us to offer a consistent and high-quality student support service. We will be supporting staff on this journey.”
What are you looking forward to?
“I’m very much looking forward to working with great colleagues across the institution and building on the current strengths of our student support services. There is a wealth of experience, good practise and excellence in student support across the institution but we need to work more collaboratively to drive best practise and a consistency in approach across all areas, while recognising that each Department and College is unique. There’s a lot of work to be done in advance of the go-live date and it won’t be possible to complete it all, so work is being prioritised. We will continue to review and realign our processes from October 2023 as part of our continuous improvement.”
What do you like to do outside of work?
“I love spending time with my family, baking and enjoying the great outdoors. I’m happiest taking in the view at the top of a mountain or out on the river in my single scull (rowing), a lifelong love that I developed here in Durham during my student days.”
Rachel’s favourites
Proudest achievement: My children of course, but running the London Marathon and climbing Kilimanjaro have also been particular highlights.
Favourite film: I love a good period drama.
Favourite book: I enjoy reading a variety of sporting autobiographies.
Favourite cake: My daughter’s rock buns and caramel shortbread.