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SHSS Service Charter

SERVICE DELIVERY AT THE SCHOOL OF HUMANITIES AND SOCIAL SCIENCES

The school commits to offering quality services to its students and staff in support of the mission of the university as it strives for excellence in teaching and learning, research, innovation and community service.  In meeting the needs of its students, staff, stakeholders and the public at large, the school undertakes to do the following:

  1. Serve its clients with dignity, courtesy, respect and passion
  2. Provide efficient, effective and timely service to all clients
  3. Adhere to ethical, equity and fairness in service provision to all
  4. Uphold transparency and accountability in offering its services
  5. Provide services in a professional manner

 

Service Rendered Requirements Charges Timeline
1) Response to general enquiries and requests from staff, students and other clients Walk in, call or send electronic/print message Free As soon as the enquiry/request is received (but not later than 1 day)
2) Response to complaints by students, staff and other clients Lodge complaint – orally or in written form Free As soon as the complaint is received (but not later than 1 day)
3) Resolution of complaints Lodge complaint – orally or in written form Free As soon as possible (but not later than 14 working days)
4) Provision of course outlines Request respective staff Free At the beginning of course
5) Provision of feedback to assignments or tests Request respective staff Free Within 2 weeks of the assignments or tests given
6) Provision of opportunities for staff and students’ growth (e.g. guest visits, workshops, volunteer or job opportunities, etc.) Request staff and chair of department Free Opportunities will be shared immediately they are available
7) Facilitating students’ fieldwork (attachments, tours, etc.) Request department chair Free Within the time allowed to start the field activities
8) Facilitating staff and students’ engagement in community work Request chair of department Free Continuous
9) Promotion of research and publications by staff Apply for MUT grants and other opportunities;
Request for capacity building through the Chair of department		 Free Continuous
10) Development of new and improvement of existing curricula Internal and external stakeholder participation;
Follow CUE guidelines		 Free New programs will be developed when need arises;
Revision of existing curricula will be done after 5 years

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