Student Assistance Programme

Tender description

This is a low-value tender. Below Part 2 and the associated clauses. Call for companies that can offer the services described. 24/7 free phone helpline access for ‘in the moment mental health and wellbeing student queries. Essential this is web-based, as on-campus phone reception is compromised  Consistency of service across the working week, evenings, out of hours and weekends, including bank holidays. Lot 1: The primary aim of Student Wellbeing Services is to provide the University with a range of in-house professional and specialist services relating to mental and physical health, disability, accessibility, advice, general wellbeing, safeguarding and crisis intervention. The University is seeking a Student Assistance Programme that provides the following:  24/7 free phone helpline access for ‘in the moment" mental health and wellbeing student queries, essential this is web-based, as on-campus phone reception is compromised  Consistency of service across the working week, evenings, out of hours and weekends, including bank holidays  Integration with Bath Spa University Services  Privacy and confidentiality policies that align with the University  Clinical/therapeutic assessment undertaken for each enquirer (to feed into MI reports)  Service Level Agreement and KPIs for ‘calls answered’ and ‘call back’/’call waiting’  Diverse workforce of helpline practitioners  SMS/WhatsApp/Live chat facilities  Multilingual and translation options  Phone line for student self-referral and staff sign post  Phone line staffed by qualified mental health practitioners 10  Emergency response protocols where safeguarding concerns  Escalation into SWS for urgent matters  Alignment with Bath Spa University procedures and protocols  Management Information Reports to include: o Student presenting issues o Student engagement o Escalation routes o Emergency response etc  Regular review meetings with lead practitioners and managers  Dedicated point of contact 24/7 for the University