Just as with on-campus students, online and distance learners are provided with a range of extra support beyond the delivery of their programme. As an online tutor, you might want to familiarise yourself with these types of additional support and how students can access them. The University’s support for online and distance learners web page and its linked resources are a good starting point for exploring the areas of support. However at this stage, it is worth exploring some fundamental differences between York Online programmes and other types of distance learners at York.

York Online

If you are a York Online module tutor, please note that a special arrangement is in place where you can signpost students to a dedicated support team who handle a range of student queries including module options, programme information etc. The following wording offers further information on the issues that this team can support students with, and is taken directly from the orientation module to which students are given access when they join their programme:

We hope your time with the University will be amongst the best experiences of your life. However, it is important that you know where to turn to, should you experience any difficulties.

Your Student Success Coordinator - will be reaching out to you at the start of and throughout your programme. They are there to support you at every stage, and can help and advise you with many issues, or direct you to further support if you need it. These may include difficulties managing your studies, or issues outside of your studies that impact on your progress, such as health or financial problems. However, you don't need to wait for them to get in touch with you. Please contact them any time by calling 0808 189 2125 (UK freephone) / +44 1904 211030 (international) or by emailing studentsuccess@online.york.ac.uk.

Your Module Leader - can answer any questions about a particular module's content, concepts you want to discuss or if you’re not sure how to complete your assessment. The name and contact details of the relevant leader will be in each module. You can contact them directly via Canvas or by email.

Your Academic Supervisor - you will be allocated an Academic Supervisor at the start of your programme, and they will be available to discuss your overall academic progress and specific issues relating to your programme. Your Student Success Coordinator should still be your first port of call for all issues, and they will refer you to your Academic Supervisor if you need more specialist advice.

Note that if you would like to see the full contents of the orientation module, or the other three initial modules that students are enrolled onto (academic skills, academic integrity, turnitin training), please email vle-support@york.ac.uk and make a request to be given access.

Here is a copy of the York Online programme handbook, which sits within the orientation module and contains vital information for learners including potential sources of support.

In terms of support with use of the Canvas VLE, in addition to contacting the PDLT team on vle-support@york.ac.uk, York Online students are able to receive dedicated 24 hour support via email (support@instructure.com), phone (+44 (0)80 0060-8442) or live chat.

Other distance learning programmes

Please note that non-York Online programmes do not use student success co-ordinators, therefore the way that tutors handle and signpost student support will be different. If this applies to you, you may want to consult with your programme leaders (or equivalent) to find out more about how student support works for your programme. Here is a copy of the generic distance learning students handbook (non-York Online) which contains information about support for distance learners.

Areas of support which apply to all online or distance learners

The following areas of support are examples of those which apply equally to all online or distance learners at the University. These have been collated as a quick reference guide for information and in case you want to signpost your learners to them.

Academic Skills Support

The Maths Skills Centre and the Writing and Language Skills Centre both offer dedicated support to students studying online - for further information please see their web pages, especially the Online Resources areas.

Library

As part of their main support pages, the library has a dedicated page for distance learners.

Disability

To quote the disability team from their homepage:

'We can arrange academic support and adjustments if you have a disability or long-term health condition that has an impact on your ability to study'.

The resource includes information on how to access this kind of support and how to make contact.

GSA & YUSU

Online and distance learners automatically become members of these two student organisations and may want to check their websites and/or contact them for various kinds of support.

Graduate Students’ Association email: info@yorkgsa.org phone: +44 (0)1904 322718

University of York Student’s Union email: enquiries@yusu.org phone: +44 (0)1904 323724

Programme Design and Learning Technology

The PDLT team can be contacted on vle-support@york.ac.uk for VLE Support (both Yorkshare and Canvas).