ENG

IAG Services Policy and Procedure

Approved and review: May 2026
Policy owner: Student Support Manager
Approved by: Vice principal/Senior Management Team

1. Aims

The College aims to:

  • Support learners to make informed decisions regarding education, training, employment and progression opportunities
  • Provide timely, accurate, current and impartial IAG services that meet individual learner needs
  • Promote equality, diversity, inclusion and wellbeing in all IAG activities
  • Support learners to overcome barriers affecting participation, achievement and progression
  • Ensure learners feel safe, respected and supported throughout their learner journey
  • Improve learner confidence, employability, resilience and progression outcomes
  • Promote continuous improvement through quality assurance, learner feedback and self-assessment aligned to the Matrix Standard
  • Ensure compliance with safeguarding, data protection and relevant statutory requirements.

2. Values and Principles

BIC delivers IAG services based on the following principles:

  • Impartiality – learners receive unbiased information and guidance
  • Confidentiality – learner information is handled securely and in accordance with GDPR and Data Protection legislation
  • Inclusivity – services are accessible and responsive to diverse learner needs
  • Professionalism – staff maintain high professional standards and engage in continuous professional development
  • Respect – all learners are treated fairly, respectfully and without discrimination
  • Empowerment – learners are supported to make informed decisions and take ownership of their progression
  • Safeguarding – learner safety and wellbeing are prioritised at all times.

3. Objectives

The objectives of BIC IAG services are to:

  • Contribute to the achievement of the College mission, strategic aims and learner success
  • Identify and assess learner needs effectively and provide appropriate support
  • Deliver impartial, confidential and learner-focused IAG services
  • Support learner retention, achievement, progression and positive destinations
  • Improve learners’ employability, digital, communication and study skills
  • Promote learner wellbeing, confidence and resilience
  • Ensure effective referral and signposting to internal and external specialist services where appropriate
  • Monitor learner progress and evaluate the impact of IAG services
  • Maintain high standards through staff training, quality assurance and continuous professional development (CPD)
  • Review and improve IAG services through learner feedback, self-assessment and data analysis.

4. Equality, Diversity and Inclusion (EDI)

BIC is committed to promoting equality, diversity, inclusion and equity in all aspects of Information, Advice and Guidance (IAG) services.

The College aims to ensure that all learners are treated fairly, respectfully and without discrimination regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, pregnancy/maternity, marital status or any other protected characteristic.

IAG services are designed to be accessible, inclusive and responsive to individual learner needs. Where appropriate, reasonable adjustments and additional support may be provided to help learners access and benefit fully from IAG services.

The College promotes an inclusive learning environment and encourages staff to support equality, diversity and respectful behaviour in all learner interactions.

5. Safeguarding and Wellbeing

BIC is committed to safeguarding and promoting the welfare, wellbeing and safety of all learners and staff. Student Support/IAG staff are expected to follow College safeguarding procedures and report any safeguarding, wellbeing or Prevent concerns appropriately in line with College policies and procedures.

The College aims to provide a safe, supportive and respectful environment where learners feel comfortable accessing IAG services and discussing their support needs. Where appropriate, learners may be referred or signposted to specialist internal or external support services to support their wellbeing, mental health or personal circumstances.

6. Data Protection and Confidentiality

BIC is committed to maintaining confidentiality and protecting learner information in accordance with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.

Learner records and IAG information are stored securely and accessed only by authorised staff where appropriate. Student Support/IAG staff are expected to maintain confidentiality, professional boundaries and secure handling of learner information during all IAG activities. Learners are informed where appropriate about how their information may be recorded, stored and used in line with College procedures and legal requirements.

7. IAG team

The Student Support Manager (SSM) ensures that all staff involved in IAG delivery:

  • Understand the boundaries of their role
  • Receive safeguarding and Prevent training
  • Participate in continuous professional development (CPD)
  • Understand confidentiality, impartiality and ethical practice
  • Receive regular supervision, observation and support

Maintain accurate and secure learner records.

8. IAG services

BIC provides a range of Information, Advice and Guidance (IAG) services to support learners’ educational, personal and career development needs. The College aims to ensure that learners receive timely, accurate, impartial and accessible support throughout their learner journey to help them achieve positive progression outcomes.

  • Advise on career progression or development
  • Find learning and training that is right for you
  • Improve your English, maths and IT skills
  • Understand the local job markets and look for jobs and careers that suit you
  • Find out about funding to support learning
  • Develop CVs and cover letters for job applications
  • Prepare to write personal statements for university admission
  • Improve interview and presentation skills
  • Progress current job and/or improve productivity at work
  • Find out about the types of disability and childcare support available
  • Provide wellbeing support and signpost for family, immigration, mental health, employment and finance help
  • Get additional help/support on courses
  • Promote guidance on progression to higher education, training and employment
  • Guide students for digital and online learning, online safety and digital wellbeing
  • Support for learners with disabilities, learning difficulties or additional needs

Provide academic support guidance and study skills support.

9. IAG plan and design

According to ‘Student support and review policy’ student support/IAG staff provide IAG services to their students while they make appointment in advanced or any time without appointment if possible. Before providing any IAG services, a support/IAG staff makes an IAG plan and design reading their booking records, previous support records and results (if available and/or applicable), any notes written by any staff including tutors and assessors and course details, and also research on the issues if applicable to carry out an adequate and effective IAG session with the students.

IAG planning and design are learner-centred and based on individual needs assessment. Before delivering IAG services, staff consider learners’ starting points, goals, personal circumstances, barriers to progression and preferred methods of support. Where appropriate, SMART action plans and agreed next steps are developed with learners to support progression, achievement and positive outcomes. The College also considers accessibility, safeguarding, wellbeing, digital delivery and equality, diversity and inclusion requirements when planning and delivering IAG services.

10. Responsibilities of Student Support Manager (SSM)

College SSM plays an important role to provide adequate IAG services to its students to get their best performance and contribute to the college mission, vision and objectives. SSM’s responsibilities are given below:

  • Meet IAG aims and objectives adequately
  • Train IAG or support staff whenever they need
  • Ensure that all support/IAG staff comply with all college policies and procedures and requirements set by college (and/or its partners/external bodies/other organisations)
  • Support IAG staff whenever they are on duty to improve the quality of services
  • Observe and monitor staff performance, learner engagement and quality of IAG delivery at least annually and additionally where required
  • Assign tasks for support staff and get work done from them
  • Identify students’ needs including IAG services
  • Help support staff to make their IAG plan for students  
  • Handle learner complaints, concerns and feedback professionally and confidentially
  • Carry out regular support staff meetings, record actions and monitor continuous improvement activities
  • Collect, review and analyse learner feedback, progression data and outcomes from IAG services to support quality improvement and service development while maintaining confidentiality
  • Review and monitor IAG records of services from the customised spreadsheet system periodically to increase quality.
  • Review college IAG services, update IAG services, referral services and leaflets if required  
  • Advise college senior management regarding the improvement of IAG services
  • Ensure safeguarding, Prevent Duty, wellbeing and online safety practices are embedded within IAG services
  • Promote equality, diversity, inclusion and accessibility in all IAG activities
  • Ensure learner information and records are maintained securely in accordance with GDPR and Data Protection legislation
  • Monitor learner progression, achievement and positive destinations arising from IAG support
  • Support staff continuous professional development (CPD) and mandatory training
  • Lead self-assessment and continuous quality improvement activities aligned with the Matrix Standard
  • Monitor the effectiveness and impact of IAG services through quality assurance activities, learner feedback and data analysis
  • Maintain effective partnerships and referral arrangements with external agencies and support organisations
  • Ensure IAG information, resources and labour market information remain current, accurate and accessible

Support the development of learner-centred and inclusive IAG practices across the College.

11. Responsibilities of Student Support/IAG staff/adviser

  • Carry out all duties and responsibilities (or set tasks) on time and report to SSM where necessary
  • Deliver high-quality, impartial and learner-centred IAG services to support learners in achieving their full potential
  • Provide accurate, current and relevant IAG services and seek guidance from the SSM where appropriate
  • Report to SSM for any issues, problems, etc., without any delay
  • Take part/complete internal/external training courses on time if required
  • Comply with all College policies, procedures and statutory requirements including Equality, Diversity and Inclusion (EDI), Safeguarding, Prevent Duty, GDPR and Data Protection legislation while delivering IAG services
  • Attend meetings, supervision sessions and professional development activities to support continuous improvement
  • Participate positively in observations, reviews, audits and quality assurance activities
  • Manage appointments professionally and provide timely support to learners, including responding flexibly to urgent or unplanned learner needs where possible
  • Maintain confidentiality and protect learner information in accordance with GDPR and College procedures
  • Identify safeguarding, wellbeing or Prevent concerns and report appropriately in line with College procedures
  • Promote equality, diversity, inclusion and respectful behaviour in all learner interactions
  • Support learners to identify goals, explore options and agree realistic next steps
  • Maintain accurate, timely and secure learner records
  • Use appropriate digital and non-digital resources to support learner decision-making
  • Signpost or refer learners to specialist internal or external support services where appropriate
  • Support learners with disabilities, learning difficulties or additional support needs appropriately
  • Engage in continuous professional development (CPD) to maintain and improve professional competence
  • Contribute to learner feedback, quality assurance and continuous improvement activities
  • Ensure information provided to learners is impartial, accurate and up to date.

Student Support/IAG staff are encouraged to participate in continuous professional development (CPD) activities, training and professional discussions to maintain and improve their knowledge, skills and effectiveness in delivering high-quality IAG services.

12. Career Guidance

Career guidance is an important part of BIC’s Information, Advice and Guidance (IAG) services and supports learners to make informed decisions regarding education, training, employment and career progression. Career guidance services are available to learners throughout their course and may be delivered through:

  • one-to-one guidance sessions
  • group workshops and seminars
  • online or blended delivery methods
  • employability and progression activities.

Career guidance activities may include:

  • progression routes to further or higher education
  • career planning and development
  • labour market information (LMI)
  • job search and employability support
  • CV writing and interview preparation
  • work placement opportunities where applicable
  • employability, communication and presentation skills
  • guidance on future job markets and industry trends.

The College aims to provide learners with accurate, current and impartial career-related information to support informed decision-making and positive progression outcomes.

Where appropriate, employers, universities, training providers and external organisations may be invited to contribute to seminars, workshops and learner progression activities.

Student Support/IAG staff prepare in advance for career guidance sessions by reviewing learner needs, progression goals and relevant labour market information to ensure guidance is personalised and effective.

The impact of career guidance activities is reviewed through learner feedback, progression monitoring and quality assurance processes to support continuous improvement.

13. Delivery of IAG services

BIC delivers Information, Advice and Guidance (IAG) services in a learner-centred, inclusive and flexible manner to support learner progression, achievement, employability and wellbeing. IAG services are designed to meet individual learner needs and may be delivered through one-to-one appointments, group workshops, seminars, online platforms, telephone, email or blended learning methods where appropriate.

Appointments are normally arranged in advance to ensure learners receive appropriate support and sufficient time during the session. However, where possible, learners requiring urgent support may also be assisted without prior appointment. Student Support/IAG staff prepare appropriately before each session by reviewing relevant learner information, previous support records, progression goals and any identified support need to ensure that guidance is accurate, personalised and effective.

During IAG sessions, staff explore learner needs, goals, personal circumstances and potential barriers to progression. Learners are supported to consider suitable options, progression pathways and realistic next steps to help them make informed decisions regarding education, training, employment and career development. Staff aim to provide accurate, current and impartial information while maintaining confidentiality, professional boundaries and a supportive learning environment throughout the learner journey.

Where appropriate, multiple types of IAG support may be delivered within the same session to meet learner needs effectively. Adequate resources and technologies, including computers, internet access and digital learning platforms, are used to support high-quality IAG delivery. Where additional or specialist support is required, learners may be referred or signposted to appropriate internal or external support services.

Student Support/IAG staff maintain accurate and secure records of IAG sessions, agreed actions and follow-up activities within the College’s secure recording systems in accordance with GDPR and College data protection procedures. Follow-up reviews may take place, normally within approximately four weeks where appropriate, to monitor learner progress, review agreed actions, identify any further support needs and evaluate the effectiveness of the support provided.

The delivery of IAG services is regularly reviewed through learner feedback, staff observations, progression monitoring and quality assurance activities to support continuous improvement and ensure services remain effective, accessible and responsive to learner needs.

14. IAG feedback forms, Recording and Analysis for review of IAG services

After providing an IAG service to a learner, an IAG feedback form (softcopy or hardcopy) is provided to collect the learner’s opinions, views and feedback regarding the IAG support received. A copy of the IAG Feedback Form is attached in Appendix II. Feedback may include learner satisfaction, usefulness of the service, progression support and suggestions for improvement.

All completed IAG feedback forms are collected, recorded within the College’s secure recording systems and analysed to prepare IAG feedback reports and support continuous improvement of IAG services. During this process, confidentiality and data protection requirements are strictly maintained in accordance with College procedures and GDPR requirements.

If a learner is unable to complete the feedback form immediately after the IAG session, the Student Support Manager (SSM) may send the feedback form by email or, where more appropriate, by post with a pre-paid envelope.

Due to the current number of learners receiving IAG services, feedback forms are generally collected and reviewed on a monthly basis before being analysed and recorded. If learner numbers increase, feedback recording and analysis may be carried out more frequently, such as weekly or fortnightly, to ensure timely monitoring and review.

Feedback analysis and review activities help the College to monitor learner satisfaction, identify strengths and areas for improvement, evaluate the effectiveness of IAG services and support continuous quality improvement activities.

15. Observation of Student Support/IAG staff/adviser

Each Student Support staff member (S3) or IAG staff/adviser is observed by their line manager or Student Support Manager (SSM) at least annually and additionally where required. Observation outcomes are reported to College senior management as part of the College’s quality assurance and continuous improvement processes.

Observations may be declared or undeclared and are carried out to ensure that Student Support/IAG staff:
• comply with College policies, procedures and relevant requirements
• provide high-quality, learner-centred IAG services
• maintain professional standards and confidentiality
• promote equality, diversity and inclusion
• follow safeguarding, wellbeing and data protection procedures appropriately
• provide accurate, current and impartial information and guidance

Following an observation, a formal professional discussion takes place where strengths, areas for improvement, training needs, actions and recommendations are identified and discussed where appropriate to support continuous professional development and service improvement.

Observation records are maintained securely, and a Student Support/IAG Staff Observation Form is attached in Appendix I. The following criteria for observation are followed:

  • Safeguarding and wellbeing awareness
  • Equality, diversity and inclusion
  • Confidentiality and professionalism
  • Learner engagement and communication

Accuracy and relevance of information provided.

16. How to access IAG services

Existing BIC learners and potential learners can access information about the College’s IAG aims, objectives and services through the BIC website (https://britanniccollege.co.uk/) and may initially speak with tutors, support staff or administration staff regarding available IAG services.

Learners and other individuals can contact the College by telephone on 020 8109 4733 or by email at info@britanniccollege.co.uk for further information or support regarding IAG services. Learners may arrange appointments with IAG staff (also referred to as support staff or student advisers) in advance or, where possible, access support during College opening hours without prior appointment, although waiting time may sometimes apply.

Learners may access multiple IAG sessions throughout their course where appropriate to support their educational, personal and career progression needs.

BIC aims to ensure that IAG services are accessible, inclusive and responsive to individual learner needs. Student Support/IAG staff provide appropriate support for learners with disabilities, learning difficulties, medical conditions or additional communication needs, including learners with hearing or visual impairments or learners who use a language other than English where possible.

Where appropriate, information may be provided in alternative formats or additional support arranged to help learners access and benefit fully from IAG services.

17. Quality Assurance (QA) of IAG services

BIC senior management, such as the Principal, Vice Principal or Academic Head, in communication with the Student Support Manager (SSM), regularly reviews the College’s IAG services to ensure that they remain fit for purpose, learner-centred and effective in supporting learner achievement, progression and wellbeing.

IAG service reviews normally take place at the end of each cohort and at least once every six months for longer courses as part of the College’s Quality Assurance (QA) processes. Where multiple courses are delivered simultaneously, reviews are carried out across the College using a holistic approach to ensure that IAG services continue to meet the needs of different learner groups appropriately.

Quality review activities include evaluation of:

  • IAG staff performance, training and observations
  • learner feedback and satisfaction
  • effectiveness of IAG services and resources
  • referral and signposting arrangements
  • learner progression and support needs
  • complaints, compliments and areas for improvement
  • quality of learner records and recording systems
  • support provided to Student Support/IAG staff
  • new or updated IAG services where required

Management reviews are carried out to evaluate the effectiveness, accessibility and impact of IAG services and to identify strengths, areas for development and opportunities for continuous improvement. The College also uses the Matrix Standard self-assessment process, normally at least annually, to review compliance with Matrix standards and support ongoing quality improvement.

As part of the QA process, learner feedback reports, staff comments, observation reports, learner progression information, complaints, IAG records and other relevant quality assurance information are reviewed to ensure that actions and recommendations are implemented effectively and that quality improvement strategies are monitored appropriately.

Outcomes from QA reviews are discussed during regular IAG and management meetings, and action plans are developed where necessary to support continuous improvement and maintain high standards of IAG delivery.

The College also reviews learner progression, learner satisfaction and other relevant outcomes to help evaluate the overall impact and effectiveness of IAG services and identify opportunities for further improvement.

18. Review

This policy and procedure will be reviewed at least annually, or earlier where necessary, by the Head of Academic, Principal or Vice Principal in consultation with the Student Support Manager (SSM).

The review process will consider:

  • changes to legislation, regulatory or awarding body requirements
  • updates to Matrix Standard requirements
  • learner feedback and quality assurance findings
  • continuous improvement and service development needs

Any updates arising from the review process will be implemented and communicated to relevant staff where appropriate.