What you can expect from us
Code of Practice
Careers & Enterprise is fully committed to delivering a professional, comprehensive and accessible service to students, graduates, employers and stakeholders. We aim to deliver a high quality, student and graduate-centred service and positively contribute to their experience at Durham University.
As a member of the Association of Graduate Careers Advisory Services (AGCAS), we operate within the agreed Code of Practice (See full text at: www.agcas.org.uk/Quality) which outlines core principles and standards for member services and their staff.
Our service is:
Impartial – delivering objective information, advice and guidance, in the best interests of students and graduates
Confidential – respecting the privacy of our service users; disclosing personal information only with the consent of the individual (with the exception of safeguarding and welfare concerns*)
Student and graduate – centred – focusing on the needs and expectations of Durham University students and graduates; supporting each individual to progress towards their career goals
Equal and accessible – actively promoting Equality, Diversity and Inclusion in our broad range of activities; treating all service users equally, fairly and with respect for diverse needs and making reasonable adjustments as appropriate, to ensure inclusivity.
Safeguarding and Welfare*
We fully adhere to the Durham University safeguarding policies, found at: www.dur.ac.uk/safeguarding
If we have a genuine concern for a student’s well-being or mental welfare, we have a duty of care to respond and ensure that the individual is receiving the appropriate level of support during their time at university. In such instances, we will liaise with relevant internal departments (including Disability Support, Counselling Service or College Welfare teams). We will always seek the individual’s permission to disclose personal information. However, our duty of care responsibility is paramount and we will always seek to inform the individual of our intention to disclose personal or sensitive information.
Matrix Quality Standard
We are accredited as complying with the MATRIX quality standard for Information Advice and Guidance through regular, rigorous 3 day assessments and interim reviews carried out by an external Assessor. The assessment involves the scrutiny of our systems and processes and interviews/discussions with students, academics employers and Careers & Enterprise Centre staff.
In our most recent report, the Assessor’s overall impression was that we were a "welcoming, friendly, enthusiastic and professional team."
If you have cause for complaint please inform a member of the Careers & Enterprise Centre staff, who will respond to your concerns. Formal complaints should be reported to Mrs C L Richardson, Head of Centre initially in writing/by email, and you will receive a reply within five working days.
If a complaint cannot be resolved at the Careers & Enterprise Centre level then the University's formal complaints procedure may be followed.
Monitoring, feedback, evaluation and improvement
The Careers & Enterprise Centre evaluates our clients’ perceptions of our service provision to ensure that we are meeting needs and expectations. Without it, we cannot effectively assess what we doing well and what we could do better. Feedback is collected in response to services delivered to students, graduates and employers. The feedback is evaluated, analysed and used to improve the service provision of the Careers & Enterprise Centre.
Service user comments are encouraged on an ongoing basis: should you wish to make a comment about the Careers & Enterprise Centre please visit the feedback section of our website.