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Providing a national careers advice via email service Lucy Madahar Graduate Prospects Overview Graduate Questiontime Aims & rationale Staffing Technical design Marketing the service Types of careers queries Key results Issues for graduates Graduate Questiontime Free careers advice via email/internet service for graduates available on prospects.ac.uk Services for Graduates project (CSU/AGCAS) Harris review 24/7 access to careers support Decline of the formal Mutual Aid system Web-based database with integrated monitoring, admin and client feedback systems Meet Guidance Council quality standards/Matrix “Highly commended” national career award from ICG Choosing a model Counselling Coaching Medical Adviser is in control of progress Open-ended & process oriented Focus on what is wrong: defining the problem and fixing what’s broken One-on-one in-person interactions: the 50-minute hour Good model for psychological issues and crisis situations Proactive Client is in control of progress Goal-setting focus Outcome-oriented Structured Assignments Shorter interactions Phone, e-mail interactions OK Role of the careers advice provider Traditional role Pragmatic role CAS’s seen as a rescue operation Graduates are the passive recipients of therapeutic advice and a “job” CAS’s seen as a vehicle for career self-management Graduates can actively learn to build on the strengths of their education and experience, and use their inner capacities for creating their own futures CAS’s seen as the bridge between where graduates are and where they want to be Target audience Available to EEA graduates (including HND Diplomates and new 2 year degree graduates) Graduated from university within the last 5 years Seeking work and/or study within the UK Questions in English language Referrals given to non-eligible users Staffing Who is the E-Guidance team? Working Team hours & remote working communication Professional Information development & support resources Technical issues Relationship with system not with adviser Machine capability of clients IT capability of clients and advisers Not just an email system Integrated monitoring and client feedback routines Client and adviser security Secure web-enabled database Graduate Questiontime system Registration required One query, one answer is normal 10% submit more than 1 query One enquirer, interchangeable advisers Anonymous advisers No specialisation : generic advisers Advisers also deal with first level enquiries All can see each others’ responses Quick response times Marketing issues Dealing with a transient population Manipulating demand Marketing activities Results of Marketing Prospects.ac.uk home page My Prospects email messages E-Prospects Graduate Prospects publications HE Careers Services Posters Graduate Fairs Key results Number of users/queries Peak times Types of queries Subject of queries Time management Matrix quality standards Issues for graduates Accessing careers advice at a time/place to suit them Keep it simple Qualified careers advisers Confidentiality Response times Contacting the same adviser What have I learnt IAG at a distance: quantity & quality Managing a remote team Predicting demand & promoting the services Email/Internet as one of several guidance mediums is here to stay Successfully provided quality IAG available 24 hours per day, 7 days per week via the Internet from anywhere
