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Your Education Welfare Team



Education Welfare support

A short overview of how our team can support students

If your mental or physical health or wellbeing is having an effect on your ability to study, or your studying is creating health problems for you, then our helpful and experienced Education Welfare Team are available to talk to you in a confidential and non-judgemental way about any issues you may need support with.

The Education Welfare Team can help with:

• Worries about your academic progress, due to a health or wellbeing difficulty;
• Signposting you to the right people to help you with any difficulties relating to academic processes, such as mitigation and assignment submissions;
• Support around interrupting your studies or changing your mode of attendance;
• Information about Wellbeing Services' support and appointments with their advisors - the team can help you make the right appointment to
  discuss mental health supportdisability support or set up an Individual Learning Plan;
• One-off meetings to provide support around a specific study-related problem or issue;
• Ongoing support through the Health, Wellbeing and Support for Study process.

How to get in touch with your Education Welfare team

Education Welfare Advisors and Officers are based at Hub Info Points and offer advice and support, as well as signposting to specialist advice, support services and self-help materials.

Your support starts with an online initial appointment which you can book here. This appointment lasts 20 minutes and enables you to discuss your concerns and your advisor lay out the route to the most appropriate support in place for you.

Further support may be through meetings with the Education Welfare team, or through the Health, Wellbeing and Support for Study Procedure (HWSS), details of which are below.

We can offer follow-up appointments by telephone, video or face-to-face. If you’ve got any queries at all about how we can help please do get in touch. You can contact the relevant team for your Hub by email using the addresses below: 





Languages, Cultures and Visual Studies

English & Cultural Studies

Communications, Drama and Film

Liberal Arts


Law School



Social and Political Sciences, Philosophy and Anthropology

Classics, Ancient History, Religion and Theology

Peter Chalk

Physics and Astronomy



Institute for Arabic and Islamic Studies

Flexible Combined honours

PGR All Postgraduate Research Programmes

Computer Science


Mathematics and Statistics
St Luke's

Clinical and Biomedical Sciences

Health and Community Sciences

Public Health and Sports Sciences

Health and Care Professions

School of Education
Building One

Business School


Please note that at busy times the team may not be able to get back to you straight away. If you have an urgent query about your studies, for example an imminent assessment deadline that you need assistance with, please contact your Info Point  or the PGR Support Team for help.

If you have an urgent health or wellbeing enquiry, please contact Wellbeing Services through their Urgent Support contacts.

What is the Health, Wellbeing and Support for Study Procedure (HWSS)?

The HWSS procedure is a supportive procedure that is used when there are concerns about a student’s health and wellbeing. The student may be struggling to either meet academic learning outcomes and course competencies or to manage other aspects of university life, and it is felt these difficulties are not likely to be resolved in a single meeting with support staff.

Why does the University have a HWSS procedure?

Health and wellbeing are crucial ingredients to a successful and fulfilling student experience. However, the University recognises that difficulties with health and wellbeing are very common.  A student’s health and wellbeing may impact on their ability to study, reach their potential and make the most of their time at University.  The HWSS sets out a structure where the difficulties a student may have can be discussed and available support options considered. Then a plan can be put in place to help the student get back on track.

 The overall HWSS aims are to ensure that:

  • The best interests of the student are considered in relation to their personal situation, their health, wellbeing and/or any disability they may be experiencing
  • Students are supported to study and manage their health, wellbeing and current circumstances to the best of their ability, and wherever possible to meet the required learning outcomes and complete their course
  • Students who are experiencing difficulties in relation to their health, wellbeing and/or disability are supported to address their difficulties at the earliest appropriate point
  • Students are able to make informed decisions regarding options available
  • Any reasonable adjustments that may be recommended via an Individual Learning Plan for  the student are considered and put in place
  • Staff from Faculties/Hubs/departments and from central Support Services work together where appropriate so that students experience a consistent and fair process

The University will aim to ensure that the HWSS procedure is used sensitively, ensuring the student is at the centre of the process, and making all possible steps to minimise additional stress and anxiety.

Who is the HWSS procedure for?

The procedure can be used for all students including undergraduate and postgraduate students, whether they are on full-time, part-time or online courses.

The procedure may be used when there are ongoing concerns about a student’s academic progress and/or behaviour or ability to function appropriately at university. These concerns could be the result of mental or physical ill health or disability.

How is the HWSS procedure structured?

There are 3 levels to the HWSS procedure:

  • Level 1 is when there are concerns about a student’s health/disability/wellbeing that may be affecting their ability to progress academically or engage in the University experience, and that may require ongoing action and review.
  • Level 2 is used when there are continued concerns that were not being resolved by Level 1 meetings, or where the concerns about a student’s health and wellbeing are more significant and a higher level of support or response from the University is needed.
  • Level 3 is where there is serious concern about a student’s health, disability, wellbeing, behaviour or safety, and/or their ability to cope at university. In most cases Level 3 would only be used when all options of support have been exhausted and when a student has not engaged with recommendations at Level 2.

How will I be contacted/informed about the HWSS?

HWSS (Level 1 and 2) can be recommended by any member of staff who knows the student.  This can be Faculty support staff, academic staff, residence life team leaders, or Wellbeing Services member of staff.  The meetings themselves are convened by the Education Welfare Team, who decide whether the process is appropriate and/or helpful for the student. Best practice is that students will have been informed about the HWSS procedure before they are invited. Students will be invited to a meeting either by email, telephone or during a face-to-face discussion. An E mail invitation will be sent to the student which will explain what the meeting is, and inform the student that it is a supportive procedure.  The decision to hold a Level 3 meeting is made by the Head of Wellbeing and Welfare, or Head of Student Support (Penryn), or nominee.

Students will be informed by email or letter about the need for a Level 2 or Level 3 meeting  at least 2 working days before the meeting is due to be held.

Students are encouraged to prioritise attendance at these meetings. However, there may be occasions where the student has a prior commitment that cannot be changed ie medical appointment. In these circumstances every effort will be made to offer an alternative date to meet.

Who will attend the meetings?

Level 1 meetings are fairly informal and attendance of staff members is kept to a minimum. The Education Welfare Advisor or Officer will attend, plus other relevant staff members with the student's consent, such as the Academic Personal Tutor.

Attendance at a Level 2 meeting could include staff that have an academic or support role with the student, as well as someone from Wellbeing Services or other support service.

Level 3 meetings will be Chaired by the Director of Faculty Operations for that student's Faculty. An invited GP/medic may also attend these meetings, a practitioner from Wellbeing Services and a member of the Education Welfare Team.  Students are not normally invited to attend a Level 3 meeting, but are invited to submit a statement in advance for consideration by the panel.

All meetings will be held in a quiet, private space.

If a student does not attend the pre-arranged and agreed meeting, the meeting may continue in the student’s absence and notes will be sent to the student.

What will happen during a meeting?

The meeting is likely to include:

  • An introduction by the person running the meeting, and a summary of why the meeting has been called. 
  • An opportunity for the student to explain their situation and/or give an update on what has been happening to them.  Please note that the student doesn’t have to share in-depth personal information in the meeting.  However, it can be helpful to share information about current health and impact on studies and life so that the student’s individual circumstances can be taken into account. 
  • Consideration of a student’s individual learning plan (ILP) and discussion about any adjustments that might need to be added to the ILP, or that due to learning outcomes are not deemed reasonable.
  • Exploration of support options/networks available to the student.
  • Formulation of a plan about how to move forward.
  • Clarification of next steps (for example setting a review date, clarifying what happens if the student isn’t able to meet the agreed plan).

What will happen after the meeting?

A summary of the meeting and agreed actions will be written up and a copy sent to the student and any other participants no more than 5 working days after the meeting.  A copy of this report will be kept in a confidential space within Wellbeing Services. A future review meeting may be arranged at that point.

Will the HWSS process ever recommend that a student withdraws from the University?

The primary aim of the HWSS procedure is to support students to remain on their programme of study. However, it is acknowledged that there are occasions where all options of support have been exhausted and the student is not well enough to continue.  In such instances the procedure may recommend interruption from studies as the best support outcome for the circumstances.

A student can choose to agree with the recommendation to interrupt or they may decide to continue and risk not passing their academic year. There are the rare occasions when all support options have been considered and it is felt the student is too unwell and the only option is to require the student to interrupt or withdraw. This outcome can only be agreed by a panel of senior Wellbeing and Faculty staff at Level 3 of the HWSS procedure. 

The University is committed to ensuring that the HWSS procedure is used sensitively, that the student is fully involved and that all possible steps are taken to minimise additional stress and anxiety whilst ensuring the appropriate support is put in place.

The full HWSS procedure can be found at

Supporting Research students

Postgraduate Researchers can access the same support through the Education Welfare Team as undergraduates, often linking support structures with the Doctoral College.

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