Emergency

First dial 999

Police • Ambulance • Fire brigade

From a UofG desk phone, 999 will put you through to Security who will call emergency services.

From any other phone or mobile, 999 will put you straight through to emergency services.

Then call Security

If you haven't already told Security what's happening, call them immediately:

Gilmorehill: 4444  (0141 330 4444)
Garscube: 2222  (0141 330 2222)
Off campus: +44 (0)141 330 4444

Security will monitor the situation and liaise with emergency services.

Remember

  • Don't try to deal with an emergency on your own
  • Try to stay calm
  • Make sure you have back-up
  • Prioritise your own safety and that of others at the scene

SafeZone

Puts you in contact with the UofG security team instantly for an enquiry, first aid or an emergency on campus or worldwide.

Student crisis

Call the Crisis Line

Available 24/7 via Security

Gilmorehill: 4444  (0141 330 4444)
Garscube: 2222  (0141 330 2222)
Off campus: +44 (0)141 330 4444

Crisis situations

  • Student death
  • Student has been hospitalised (serious ilness/mental health crisis)
  • Student is at risk of suicide/in mental health crisis
  • Student has been subject to crime
  • Student appears to be missing

Remember

  • Try to stay calm
  • Make sure you have back-up
  • Prioritise your own safety and that of others at the scene

Calls to the Crisis Line

Gather information

To help Security and Safeguarding colleagues assess the situation as quickly as possible, try to gather as much information as you can, such as:

  • Student's name and student number
  • Student's location if they're not with you
  • Details of the incident
  • Student's address and phone number

But don't delay if you can't get this information: contact the Crisis Line as soon as you can.

What happens next

During Office Hours, the Security Team will pass details to the Safeguarding Team who will assess the situation and coordinate appropriate action.

Outside office hours, the Security Team will liaise with named Crisis Contacts within Student Services who will manage the situation on the University's behalf, using their experience and contacts to: 

  • Organise effective communications between the relevant support services, and where appropriate the student's family
  • Address challenges around transport, accommodation, language or faith
  • Liaise with key stakeholder and external services such as the Police or NHS as required.

Debrief

Once your involvement with a crisis situation has ended, debrief by talking with:

Make a record of your concerns and inform others as appropriate and always feel free to discuss with the Safeguarding Team.

In the Event of the Death of a Student

Action required

Immediately call the Crisis Line via Security (4444)

When the University is notified of the death of a student, it is important that a coordinated response is enacted, appropriate to the circumstances and sensitive to the impacts on those most closely involved.  This guidance is intended to assist in the event of a death, to outline key roles and responsibilities and to ensure clear lines of communication.

Gather information

Information that a student has died can reach the University in a variety of ways. For example, from other students, from statutory/emergency services seeking next of kin details, or from the student’s family.  It is vitally important that the facts are recorded accurately and passed on via the University Crisis Line. 

It is important where possible, to gather basic information about the student and their circumstances from the outset and to avoid making any assumptions. The following information should be obtained: 

  • The full name of the student and what they are studying.
  • Ascertain the relationship of the reporting person to the deceased student.
  • Obtain contact details of the reporting person, so that follow-up contact can be made.
  • Where possible, ascertain the circumstances and location of the death.

Pass the information immediately to the Crisis Line by calling 0141 330 4444. This number is available 24 hours a day and staff in Security hold details for key University contacts.

Liaison with the family

The Director of Student Life or Head of Student Wellbeing & Inclusion, in their coordinating role, will liaise with the Head of School and University Chaplain to determine who will make the first contact with the family. Occasionally the family will not want any contact with the University; the coordinating colleague will work with the Head of School and University Chaplain to adapt responses accordingly.

Support for students and staff

The Director of Student Life or Head of Student Wellbeing & Inclusion, in their coordinating role, will liaise with the Head of School on the timing and content of notifications to students and staff, and the communication of support information:

  • it is important that we do not release any information to students or the wider staffing community until we have received confirmation that family members have been informed. 
  • it is important that we do not release any information until we have had an opportunity to discuss what information the family wish to have released.  

Liaison with the Police will be conducted via the Head of Security.

All media enquiries should be passed to the Head of Communications who will coordinate a response. 

Student in distress

Signs of distress

If there is no immediate risk to the student, or to others, then the situation is not urgent/a crisis.

However, the student may be:

  • Agitated or behaving erratically
  • Changing mood/behaviour
  • Panicky/incoherent
  • Struggling to concentrate
  • Sad/miserable/tearful
  • Smelling of alcohol/cannabis
  • Very loud/disinhibited
  • Withdrawn/very quiet

Or you may notice a significant change in:

  • Appearance: weight change, decline in personal hygiene
  • Behaviour: staying in bed all day, handing in work late, not attending classes, avoiding going out

Possible causes of distress are listed below, with the recommended support service(s) for you to refer the student to in each case.

If there is no immediate risk to the student, or to others, then the situation is not urgent.

Find out below which support services can best help your student.

Or download: Helping Distressed Students: A Guide for University Staff (pdf)

Student has a health problem

Refer them to their GP

If they aren’t registered with a GP:

Student has a problem with addiction

Refer them to their GP

If they aren’t registered with a GP:

Student needs support for ongoing mental health problem

Refer them to the Disability Service

Student has experienced sexual violence or harassment

Student shows signs of an eating disorder

Refer them to their GP

If they aren’t registered with a GP:

Student is experiencing discrimination, harassment or bullying

Please refer to the Guidance on Receiving a Report of Assault, Harassment, Violence or Discrimination from a Student.

 

Student has suffered a bereavement

Refer them to Counselling & Psychological Services

Or refer them to the Chaplaincy

International student?

If the student is from overseas and may need help arranging to get home, refer them to International Student Support.

Student is worried about academic matters

Refer them to their Adviser of Studies, College Advising Office or Student Support Officer.

Student has financial problems

Refer them to the SRC Advice Centre

or

Financial Aid Team

Student has a persistent study problem

Refer them to The Learning Enhancement & Academic Development Service (LEADS)

Student has a problem related to being from overseas

Refer them to International Student Support

Student is suffering from ill mental health and needs assistance

Refer them to Counselling & Psychological Services

or

Breathing Space

Samaritans Glasgow

Student has an accommodation problem

Is the student in immediate danger, not currently safe and well or at imminent risk of rough sleeping?

YES: Eligible for Emergency Support. Contact safeguardingteam@glasgow.ac.uk during office hours. Out of hours contact Campus Security on 0141 330 4444.

NO: Contact accom@glasgow.ac.uk during office hours to enquire about temporary accommodation. 

For University accommodation, refer them to the management or Residence Life Team in their accommodation

For private accommodation, refer them to the SRC Advice Centre

The University aims to provide short-term temporary or emergency accommodation support to students in need, based on individual circumstances. Requests will be considered on a case-by case basis.

Emergency Accommodation Support

Emergency Accommodation can be made available where a student is in immediate danger, is not currently safe and well, or has nowhere to sleep this evening. The university will endeavour to place the student in emergency accommodation (usually for up to 72 hours) while a suitable longer-term solution can be identified.

Situations considered for emergency support include (but are not limited to) cases involving:

  • Immediate risk of harm e.g. domestic abuse/assault
  • Imminent risk of rough sleeping
  • Hospital Discharge, ill health and disability
  • Students with dependents

Please contact the Safeguarding Team at safeguardingteam@glasgow.ac.uk during office hours (Monday – Friday, 09:00 – 17:00) for emergency accommodation support.

For help after 17:00 or at the weekend, contact UofG Campus Security, available 24/7 using the contact details below or via the SafeZone app:

Temporary Accommodation Support

It may also be possible to assist students with a temporary accommodation need that is not an emergency.

Please contact  during office hours (Monday – Friday, 09:00 – 16:30) via accom@glasgow.ac.uk. (Other contact options are detailed on the webpage).

If the student requires financial support, please contact or direct to the Financial Aid team as soon as possible and highlight our cost of living support guidance.

If you are unsure about what to do, contact the Safeguarding Team at safeguardingteam@glasgow.ac.uk for additional advice and guidance.

Emergency Accommodation Provision

The University keeps a small number of bed spaces available for these circumstances and Accommodation Services will work with the Safeguarding Team and Campus Security to ensure that students in need have appropriate support.

Provision is guided by the following and will be tailored to the student’s individual circumstances:

  • The initial stay in an emergency is for 72 hours (this may be extended but is not guaranteed).
  • The ability to pay will not be a barrier to the provision of emergency accommodation. Consideration will be given to each student's individual circumstances and resources. 
  • Students will be asked to sign and agree to the terms of residence at some point within 3 working days of moving in. These will relate to room use and expected behaviour from the start of their emergency stay.
  • If students need to stay for longer than the emergency support period of 72 hours, they will move to the temporary accommodation support model noted below. At this point, provision is chargeable and subject to a further maximum 14 day stay.
  • Please note that if students move from emergency to temporary accommodation support, overdue debt on their student account may affect their eligibility. If they are struggling financially, please refer them to our cost of living support guidance which includes information on applying for Financial Aid.
  • If students need to stay for longer than the maximum period, they will be asked to commit to the balance of a full Semester or Academic Year contract or make alternative arrangements.
  • Accommodation Services and Safeguarding Team retain the right to reconsider the provision of emergency accommodation support at any point, e.g. where there has been a breach of the agreed terms of residence.

Temporary Accommodation Provision

The university may provide short-term, non-emergency accommodation support in a university residence (subject to availability), or a suitable alternative. The student will be charged for a stay in temporary accommodation. Any offer is also subject to acceptance of specific terms and conditions.

Rooms are offered subject to availability and the student cannot choose which residence they are housed in, although their circumstances will be considered – for example, their study and personal context, reasons needing the support, existing residents in the property, etc.

If we can offer a room, no one will be permitted to co-habit with them unless it’s a designated shared room and offered on that basis.

Other terms and conditions will be specified at point of offer.

The below provides some examples that will be considered for temporary accommodation support. This list is not exhaustive and other circumstances may also be considered.

  • The student is currently safe, secure, not in any immediate danger or imminent risk of being homeless (if any of these apply, please refer to emergency accommodation support).

  • They are in accommodation due to run out soon (within 7 days) and they have a gap between contracts.

  • They are facing short-term issues with your current accommodation (the accommodation is temporarily unavailable, or currently not fit for purpose) and you cannot yet move to an alternative. Please note SRC Advice & Guidance in this regard.

  • They need family accommodation or have special accommodation needs (for example, accessible accommodation) and the long-term solution they had in place is no longer available. Please note we have very limited family accommodation available.

Accommodation Services will provide temporary accommodation on the following basis:

  • For any stay longer than the maximum 14 days, students will be required to commit to the balance of a full Semester or Academic Year contract or make alternative arrangements.
  • Students will sign and agree to the terms of residence prior to moving in. To secure keys/access, they will need to agree to stipulations on room use and expected behaviour.
  • Students will be asked to pay the current rate for the relevant residence for the duration of their stay. Please note that overdue debt on their student account may affect their eligibility for temporary accommodation support. (NB. Students with outstanding debt may still be eligible for emergency accommodation).
  • If the student is struggling financially, please refer them to the cost of living support guidance which includes information on applying for Financial Aid.
  • Accommodation Services retain the right to reconsider the provision of temporary accommodation support at any point, e.g. where there has been a breach of the agreed terms of residence.

Student has needs relating to religion or spirituality

Refer them to the Interfaith Chaplaincy

Student needs to talk things though with someone

Suggest

Student has a complaint

Refer them to the SRC Advice Centre

How to make a complaint

Student hasn't been seen for a period of time

In the event that a student appears to be missing the following must be ascertained at an early stage:

  • The last date/time the student attended lectures or meetings and who with
  • The last time the student accessed course information on Moodle
  • Details of any previous concerns for the student’s health and wellbeing.
  • Details of the last email contact attempted via the student’s personal and university email address.

If there is no answer on the student's mobile then the home phone number should be tried. If there is no response or a negative result then this should be escalated to the security team by phone: +44 (0) 141 330 4444 or email: security-main-campus@glasgow.ac.uk.

During office hours, information will then be shared with the Safeguarding team and a decision will be made to either carry out a welfare check at the student’s address or contact Police Scotland if required.                   

Something else

I think a student needs help but they haven't asked for it

If there is no immediate risk to the student, or to others, then the situation is not urgent.

Possible causes

The student may be:

  • Bereaved
  • Generally depressed or anxious
  • Having unexplained study or money problems
  • Homesick, lonely and isolated
  • Having problems with relationships
  • Suffering from low self-esteem

If you suspect there is a problem but the student won't accept help:

  • Make it clear that you will help if the student changes their mind
  • Monitor the situation
  • Alert the student’s Adviser of Studies, or other relevant person, about continuing concerns

Student's parent is looking for them

"A parent of one of my students has called as they haven’t heard from them for a few weeks. They're concerned because this is out of character, and want me to let them know what's going on..."

State the following: "If  they are a student, I will pass on a message for them to contact you". 

This is all you can do, as it's against Data Protection legislation to give out any information without the student's consent.

We can neither confirm nor deny that someone is a student at the University, because to do so would divulge their personal information.

The student is an adult and may not want contact with the person who called you; the person may not even be their parent.

If the student doesn't respond to your message:

  • Make enquiries: find out whether the student has been going to classes.
  • Ask their Adviser of Studies if they've heard anything.

In the event that a student appears to be missing the following must be ascertained at an early stage:

  • The last date/time the student attended lectures or meetings and who with.
  • The last time the student accessed course information on Moodle.
  • Details of any previous concerns for the student’s health and wellbeing.
  • Details of the last email contact attempted via the student’s personal and university email address.

If there is no answer on the student's mobile then the home phone number should be tried. If there is no response or a negative result then this should be escalated to the security team by phone: +44 (0) 141 330 4444 or email: security-main-campus@glasgow.ac.uk.

During office hours, information will then be shared with the Safeguarding team and a decision will be made to either carry out a welfare check at the student’s address or contact Police Scotland if required.    

Use of a student’s emergency contact

    The University’s Crisis and Safeguarding contacts have delegated authority to utilise emergency contacts, in situations where there is a serious risk to the student or others.  Please contact the Safeguarding Team or Campus Security if you feel that a situation requires the University to engage with an emergency contact.

    Feedback

    If you have any suggestions or questions about this page, please contact: studentcounselling@glasgow.ac.uk