Student Support Framework Policy

1. AIM / PURPOSE

The purpose of this Policy is to establish a comprehensive Student Support Framework that ensures equitable access, academic success, learner engagement, retention, progression, well-being, and completion of studies for students enrolled in Open and Distance Learning (ODL) programs at Alhamd Islamic University.

This Policy aims to:

1. Provide a structured and learner-centered support system.
2. Enhance student engagement and academic success.
3. Ensure accessibility and inclusivity in ODL environments.
4. Facilitate timely academic, administrative, technical, and psychosocial support.
5. Promote student satisfaction and retention.
6. Support compliance with HEC ODL Policy and quality assurance standards.
7. Foster a positive and responsive learning environment.
8. Ensure continuous improvement of student services.

2. SCOPE

This Policy applies to:

• Undergraduate students.
• Graduate students.
• Postgraduate students.
• International students enrolled in ODL programs.
• Students with disabilities or special learning needs.
• Academic departments.
• Faculty members.
• Student Affairs Directorate.
• ODL Directorate.
• Registrar Office.
• Information Technology Directorate.
• Library and Learning Resource Services.

The Policy covers:

• Academic Support.
• Technical Support.
• Administrative Support.
• Learning Support.
• Career Support.
• Student Engagement Services.
• Accessibility Services.
• Counseling and Well-being Services.
• Complaint and Grievance Management.

3. DEFINITIONS

Student Support Services

Services provided to facilitate students' academic, technical, administrative, personal, and professional development needs.

Academic Advising

Guidance provided to students regarding course selection, progression, academic planning, and achievement of educational goals.

Technical Support

Assistance provided to students regarding LMS usage, digital platforms, login issues, and technology-related challenges.

Learning Support

Resources and services designed to improve student learning outcomes and academic performance.

Student Engagement

Activities promoting active participation, interaction, collaboration, and involvement in learning communities.

Accessibility Support

Services ensuring equal access to educational opportunities for students with disabilities and special learning needs.

Help Desk

The designated service point responsible for responding to student inquiries and support requests.

4. ROLES AND RESPONSIBILITIES

4.1 Rector

The Rector shall:

• Ensure institutional commitment to student support.
• Allocate resources for effective support services.
• Promote student success initiatives.

4.2 Academic Council

The Academic Council shall:

• Approve student support standards.
• Review effectiveness of support services.
• Ensure compliance with academic regulations.

4.3 Directorate of ODL

The Directorate of ODL shall:

• Coordinate ODL student support services.
• Monitor student engagement.
• Manage online learner support systems.
• Ensure timely response mechanisms.

4.4 Directorate of Student Affairs

The Directorate shall:

• Facilitate student welfare activities.
• Manage counseling and engagement programs.
• Coordinate student development initiatives.

4.5 Registrar Office

The Registrar Office shall:

• Provide administrative support.
• Manage admissions and registration services.
• Maintain student records.

4.6 Directorate of Information Technology

The IT Directorate shall:

• Provide technical assistance.
• Maintain LMS and digital platforms.
• Ensure system availability and reliability.

4.7 Library and Learning Resource Center

The Library shall:

• Provide digital learning resources.
• Support information literacy.
• Facilitate access to academic databases.

4.8 Heads of Departments

HoDs shall:

• Monitor academic support activities.
• Facilitate student progression.
• Coordinate academic advising.

4.9 Faculty Members

Faculty members shall:

• Provide academic guidance.
• Maintain communication with students.
• Offer timely feedback.
• Support learner engagement.

4.10 Students

Students shall:

• Participate actively in learning activities.
• Utilize available support services.
• Communicate academic concerns responsibly.
• Adhere to University regulations.

5. COMPLIANCE REQUIREMENTS

5.1 Academic Support Services

The University shall provide:

• Academic advising.
• Faculty consultation hours.
• Orientation programs.
• Academic progress monitoring.
• Learning skills development workshops.

5.2 Technical Support Services

Students shall have access to:

• LMS support.
• Help desk services.
• Technical troubleshooting assistance.
• User guides and tutorials.
• Digital literacy resources.

Support shall be available through appropriate communication channels.

5.3 Administrative Support Services

The University shall facilitate:

• Admissions support.
• Registration assistance.
• Fee-related services.
• Transcript requests.
• Academic record management.

5.4 Learning Support Services

The University shall provide:

• Digital library access.
• Learning resources.
• Online tutorials.
• Academic writing support.
• Research support services.

5.5 Student Engagement and Communication

The University shall promote:

• Student communities.
• Discussion forums.
• Webinars and virtual events.
• Interactive learning activities.
• Peer learning opportunities.

5.6 Accessibility and Inclusivity

The University shall strive to:

• Promote equitable access.
• Support students with disabilities.
• Ensure accessible learning resources where feasible.
• Reduce barriers to participation.

5.7 Counseling and Well-being Support

Students shall have access to:

• Academic counseling.
• Referral mechanisms for personal support.
• Well-being awareness initiatives.
• Student welfare services.

5.8 Career Development Support

The University shall facilitate:

• Career counseling.
• Employability workshops.
• Internship guidance.
• Professional development opportunities.
• Alumni networking initiatives.

5.9 Student Feedback Mechanisms

The University shall maintain mechanisms for:

• Student satisfaction surveys.
• Service evaluations.
• Feedback collection.
• Continuous improvement initiatives.

5.10 Complaint and Grievance Management

Students shall have access to:

• Transparent complaint procedures.
• Fair grievance resolution mechanisms.
• Appeals processes.
• Confidential handling of complaints.

6. EXCEPTIONS

Exceptions may be granted for:

• Students with documented special circumstances.
• Accessibility accommodations.
• Emergencies and force majeure events.
• Regulatory requirements.
• Approved academic adjustments.

All exceptions shall be documented and approved by the relevant authority.

7. VIOLATIONS AND CONSEQUENCES

The following may constitute violations:

Staff Violations

• Failure to provide required support services.
• Negligence in handling student matters.
• Unauthorized disclosure of student information.

Student Violations

• Misuse of support services.
• Abusive conduct toward staff or peers.
• Submission of fraudulent information.

Consequences

Depending upon severity:

• Counseling.
• Written warning.
• Service restrictions where appropriate.
• Disciplinary proceedings.
• Administrative action under University regulations.

8. MONITORING AND REVIEW

The University shall monitor effectiveness of student support services through:

• Student satisfaction surveys.
• Service utilization reports.
• Retention and progression analysis.
• Completion rate reviews.
• Quality audits.
• LMS engagement reports.

Key Performance Indicators (KPIs)

Academic Indicators

• Student Retention Rate.
• Student Progression Rate.
• Program Completion Rate.
• Academic Success Rate.

Service Indicators

• Help Desk Response Time.
• Student Satisfaction Scores.
• Technical Resolution Time.
• Advising Service Utilization Rate.

Engagement Indicators

• LMS Participation Rate.
• Webinar Attendance Rate.
• Student Community Participation Rate.

Policy Review

The Policy shall be reviewed every two years or earlier if required due to:

• HEC regulatory changes.
• Accreditation requirements.
• Student feedback.
• Institutional priorities.

9. REFERENCES

This Policy shall be read in conjunction with:

1. HEC Open and Distance Learning Policy.
2. HEC Quality Assurance Framework.
3. Student Handbook.
4. ODL Policy.
5. LMS Usage Policy.
6. Academic Regulations.
7. Data Protection and Privacy Policy.
8. Cybersecurity Policy.
9. Disability and Accessibility Guidelines.
10. Relevant accreditation and quality assurance standards.

10. APPENDICES / ACTION STATUS

A: Student Support Services Matrix

B: Student Journey Support Model

Pre-Admission then Admission then Orientation then Registration then Learning Support then Academic Progression then Career Preparation then Graduation then Alumni Engagement

C: Minimum Student Support Standards

• Student Orientation Before Semester Start.
• Academic Advising Availability.
• Technical Help Desk Access.
• Digital Library Access.
• Faculty Consultation Mechanisms.
• Student Complaint Resolution Process.
• Career Guidance Services.

D: Student Inquiry Response Standards

E: Student Support Commitment Statement

Alhamd Islamic University is committed to providing accessible, inclusive, responsive, and high-quality support services that empower learners to achieve academic success, personal growth, professional development, and lifelong learning through a student-centered Open and Distance Learning environment.

Alhamd Islamic University also considers the following parameters and such other parameters (if any) while preparing a separate Student Support Framework SOP covering:

• Student Orientation SOP
• Academic Advising SOP
• LMS Help Desk SOP
• Student Complaint & Grievance SOP
• Counseling & Well-being SOP
• Career Services SOP
• Student Retention & Early Alert SOP