Student Assistance Services
Student Assistance Services serves as a central hub and collaborative resource to assist students with navigating academic and non-academic matters related to their enrollment to help them bring closure or resolution to their situation or circumstances and support their progress to degree completion and personal and professional development.
Student Assistance Services promotes a student-centric approach and culture of care when providing services within a framework of informality, neutrality, independence and confidentiality (with some exceptions).
Scope of Services
- Helps students through active listening, identifying and reframing issues, exploring possible options and outcomes, and following up as appropriate.
- Conducts an individualized review of a student’s record through the use of the University’s student record system to obtain an overview of the student’s enrollment, academic history, and program of study.
- Maintains confidentiality unless there is knowledge of a potentially substantial risk or threat of harm to self or others or a potential violation of a law or University policy.
- Encourages self-advocacy, timely attention to concerns and relevant deadlines, and the development of a personal action plan to aid in the resolution of complaints and issues.
- Provides information to help students make informed decisions about their enrollment or circumstances and assists them with navigating the University structure and various policies, processes, and procedures.
- Connects students to University support programs and services including referrals to on-campus subject matter experts and other resources in the community.
- Communicates with University personnel, offices and departments, with permission from the student, to aid in the resolution of complaints and issues in a timely manner.
- Serves as a facilitator or informal mediator.
- Supports the mission, vision and core values of the University, the Roadrunner Creed and student retention efforts.
Note: If you have a complaint or issue related to your employment at UTSA, you may contact the University Employee Ombuds who provides similar assistance to all student employees, faculty, and staff regarding employment-related matters.
The Student Assistance Services office provides advocacy and support for students by adhering to the following principles:
- The use of Student Assistance Services by students is voluntary and is an informal resource for students as they decide the best path to move forward with their concerns.
- The Student Assistance Advocate does not participate in formal proceedings and is not part of any formal due process structure.
- The Student Assistance Advocate does not make administrative decisions for the University and does not change or override University policies or appeal, grievance or disciplinary action decisions.
- The Student Assistance Advocate serves in a neutral capacity.
- The Student Assistance Advocate advocates for fair and equitable processes and procedures.
- The Student Assistance Advocate does not provide legal advice or services.
- The Student Assistance Advocate functions independently when deciding how to approach a particular issue or concern.
- The Student Assistance Advocate has access to the University student record system and personnel when gathering information about processes and procedures.
- The Student Assistance Advocate compiles anonymous aggregate statistics of recurring concerns, issues or themes and makes recommendations to University leadership for institutional improvements or change.
- The Student Assistance Advocate reports directly to the Senior Vice Provost for Student Affairs and Dean of Students.
- The Student Assistance Advocate respects the confidentiality and privacy of students when providing services.
- With permission from the student, the Student Assistance Advocate will disclose pertinent information to University personnel to facilitate informal resolution of complaints or issues.
- Exceptions to maintaining confidentiality include mandatory disclosures of information as required by law or University policy. Typical mandatory disclosures include but are not limited to:
- Potential violations of a law or University policy.
- Potential substantial risk or threat of harm to self or others. This includes outreach by the University’s Behavioral Intervention Team.
Some common topics discussed with students include, but are not limited to the following:
- Academic concerns
- Appeal and/or grievance options
- Class attendance
- Communication issues
- Community resources
- Dropping a course or withdrawal options
- Financial hardship
- Holds on account
- On-campus support services and programs
- University policies and procedures