The audience for this document are Universities is seeking to understand how Oracle Service Cloud can help with student well-being.

1. Respect. Now. Always
Managing student wellbeing with
Oracle Service Cloud

2. About the author
Mark Kehoe has a consultancy company
based in Australia specialising in solutions
for Higher Education. He has been a
regular contributor to the Service Cloud
and Higher Education conferences both in
Europe and Australia.
About this Document
The audience for this document are
Universities is seeking to understand how
Oracle Service Cloud can help with
student well-being.

3. Background
By design the solution is considered open; when a student
sends a enquiry to a faculty or department all users of the
system are made aware of the request.
This ensures that the student need not repeat their
question and that the response can be seen by anyone.
This transparency ensures that the student receives the
best response in a timely manner without repetition or the
need to ask the same question again.

4. Well-Being
The obvious pitfalls apply to a system
considered open; when a student raises a well-
being issue there needs to be a process to
ensure that privacy and confidentiality can be
applied.
Oracle Service Cloud has the ability wrap a
student in layers of security with well-being at
the centre.

5. The Layered Security
Model
When a student raises a well-being issue,
such as sexual harassment or sexual
assault the problem is often compounded
with other factors that need to be
considered when resolving the problem.
An emotional issue will impact their
academic life, and particularly for
international students there's often a
financial aspect too. The problem will
need to be managed by a well-being
counselor but there is often a team of
people required to assist them.

6. Flagging the problem - the risk register
The identification of a student with
a well-being issue can be proactive
or reactive.
1
The proactive approach collects
indicators of academic progress and
known risks.
These indicators can be assigned to
a risk-register to aid in
identification of a student with a
potential well-being issue.
2
A risk register is a measure of key
data points across to provide a
cumulative score that indicates the
well-being of the student.
The cumulative score is graded and
a tiered level of response applied
such as an automated email to an
appointment.
3

7. Listening to the student
The system hears of an
issue. It automatically
implements a case and
assigns it to a well-being
counselor.
The system listens to
messages and social
media comments. Should
a student use certain
keywords or negative
sentiment then the system
can automatically creates
a case.
The counselor is notified
of a new case and can
reach out to the student
to help understand their
issue.

8. Folding security around the student
Now the layers of security fold around the student
• A case is automatically created.
• The students details are masked from general users.
• All previous interactions are hidden until vetted by the well-being advisor.
• The well-being advisor assesses the case and unlocks the outer layer of security to key users.
• If the problem is financial then the finance team gain access to the outer layer of security and can
see more student details and related interactions.
• If the problem is academic then key faculty members gain access. Again they see only they need
to see; the system will hide mobile phone numbers, personal email, home address.

9. Managing sexual harassment and assault
For sexual harassment or sexual assault only the well-being counselor can access the
students details and students interactions. Other well-being advisors may see basic
student details but not the case. The student becomes hidden from the rest of the
University; they do not appear unless the counselor unlocks their details.
The open nature of the system is now of benefit to the counselor. They can use the
system to carry out an investigation searching staff interactions with students and
social media comments. This is all recorded against the case file.

10. Closing a case
As the issue is concluded and the student comes out of case management they
appear to search results and their previous enquires can be seen subject to the
permissions that the well-being counselor has set.

11. Conclusion
After working with many Universities here
in Australia I’ve seen how seriously they
take student wellbeing, and how
counsellors are invested in their students.
This discussion paper offers my
perspective of the problems are faced by
Universities
I’ll follow-up by offering a cookbook on
how to implement well-being using Oracle
Service Cloud.