Student Universal Support Ireland - Information Note
Background
The Department of Education and Skills have appointed a new single awarding authority for the processing of student grants. The new single authority is Student Universal Support Ireland (SUSI), a unit of City of Dublin VEC. All new applications for 2012/13 will be made online to SUSI through www.studentfinance.ie.
The Online Grants system is scheduled to be launched in May to coincide with the publication by the Department of Education and Skill of the scheme for the 2012/2013 academic year.
Customer Service
The online facility will be applicant centered and aims to provide an efficient service with an increased level of customer service through the use of a dedicated support desk.
The student grant system is an online system and is being developed on the existing successful model launched in 2010, which has been used by more than 15,000 applicants.
For students where an online application may cause difficulty SUSI have in place a SUSI Mentoring Network nationwide, consisting of Citizens Information Service, Youth Information Service, Access Officers and Guidance Counsellors, to provide local “one to one” assistance service.
Student Grant System
When the application has been submitted it will be provisionally assessed. After this initial assessment of the application, if eligible, an applicant will receive by post a SUSI documentary evidence pack containing:
- A personalised list of the documents (photocopies only) they must return
- Details of who in the family needs to supply the document(s)
- Explanation notes on what the documents are
- Methods to source the required documents
- A return by date request and
- Pre-addressed SUSI Response envelopes.
Communications Strategy
The SUSI communications strategy is structured in 3 phases.
- Phase 1 will run to Easter 2012 and is aimed at existing Awarding Authorities, Guidance Counsellors and the Education Sector in general highlighting the new arrangements and confirming that the scheduled launch is May 2012. The outputs from this activity are notices on the grant sections of all VEC and Local Authority web sites linking to the SUSI notice and a revised question and answer section on www.studentfinance.ie. An email notice was issued to 1250 Guidance Counsellors outlining the SUSI communications strategy and a presentation to over 200 Guidance Counsellors including feedback took place at their Annual Conference on 2 March 2012. The SUSI Support desk has been available office hours since 13 February for both email and telephone enquiries.
- Phase 2 commences after Easter and runs to the launch date in May and will be directed at the potential student base for the 2012/2013 academic period. This period will include the launch of the SUSI facebook which will provide easy access to all information in connection with the student grant online application process and include a multimedia application tutorial. A “SUSI Student Grant Week” scheduled for 30 April in all secondary schools aimed at leaving certificate students where both the tutorial and facebook connections will be highlighted. The selection of the dates for “SUSI Student Grant Week” and the content of the tutorial are the specific outcome from the Guidance Counselors conference presentation.
- Phase 3 will be targeted for the launch and follow on registration and application campaign from May 2012. National and regional print media, local radio advertising and PR will be a component in the week after the launch of the online process. In the Dublin area an internal poster campaign on 300 Dublin Buses for the period late May to end of leaving Cert exams will further communicate the student grants system.
Ongoing Student support communications will include
A significant part of the student support strategy is the “SUSI Support Desk” to take email and telephone queries in relation to the application process and grant scheme. This support desk which is now available during office hours at support@susi.cdvec.ie or telephone 0761 08 7874 will be expanded to 9.00am – 10.00pm Monday-Friday and 9.00am-6.00pm Saturdays when the online application system is launched. This service will provide a comprehensive response to queries nationwide.
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