Student Assistance Programme (March 2024)

The University of Hertfordshire is conducting a tender exercise in order to set up a contract with the successful bidder for the provision of a Student Assistance Programme to support students' wellbeing.It is anticipated that the contract will be awarded for a contract duration of up to three (3) years subject on satisfactory performance. The contract will be reviewed by the University on the annual yearly renewal to assess supplier performance and its requirements. If satisfactory, with agreement by both parties, then the contract will continue an annual basis up to a maximum of three (3) years. All the Universities Policies and Regulations relating to information, security, data management, systems and services, will apply to all contracts resulting from this tender.

The University is sourcing a supplier to provide a Student Assistance Programme. This service will be provided to an estimated 30 000 students within the University. The services within the Student Assistance Programme are listed below:- Comprehensive 24/7 in the moment support over telephone/ online platforms, offering practical information and emotional support including (but not limited to):- Counselling and emotional support:- Family issues- Bereavement- Trauma- Relationship issues- Stress related conditions- Tax information- Money management and debt support- Personal legal information- Medical information (available Monday to Friday, between 9 am and 5 pm).- Up to six structured telephone/online counselling sessions, per issue per student.- Up to six face-to-face counselling sessions, per issue per student.- Online health and wellbeing portal which provides access to extensive well being resources including videos and webinars.- Access to a mobile app, which provides a wealth or resources including mood trackers, mini health checks, four week plans and direct access to the Student Assistance Programme.- Electronic Management information accessible by the University and upon request.- Electronic promotional materials with hard copy available upon request.- Monthly wellbeing newsletter.- Counsellors available that speak different languages.- CBT Courses for University Students.- Affiliate Counsellors available upon request.- Robust assessment and referral process.- Robust risk escalation and referral process.- Account Manager, Clinical Lead and Customer support staff.- Online ‘live chat’ facility.- Scope to provide phone/online support to students outside of the UK.- Clinical discussions regarding referrals where required by the University’s Student Wellbeing clinical leads.Note: additional services may be added during the contract duration.