HEAT Service FAQs

Please note that the HEAT Service (including the Helpdesk) will close at 5:00 pm on Friday 18th December 2020 and re-open at 9:00 am on Monday 4th January 2020. During this period, should you have any general queries please contact your organisation's HEAT Administrator(s). In the case of a security emergency please call 07798920658 / 07803415866.

To access pages within the Members’ Area of the website, you will need to log in using your HEAT Live database credentials (this is completely independent of logging into the HEAT database).

We strongly recommend that you log into the Members’ Area at the beginning of each day to ensure you always have instant access. You will only need to re-enter your login credentials again when you restart your computer, close all your browser sessions or use the Log Out button (depending on your browser’s cookie settings). If you have never logged into the LIVE database (status of your User record is Not Setup), you will need to contact your Coordinator or Lead before being able to access content in the Members’ Area.

Please note that when using a HEAT website link in and email or resource, if you are not already logged into the website Members’ Area, you will be redirected to the welcome page on the website Public Area and will need to use the Members Log In button to sign in.

For each member organisation, there is no cap imposed on the number of users that can be registered to access the database, nor how many users can be logged in simultaneously.

The HEAT Helpdesk is a ticket-based email support service operating between 9am to 5pm, five days a week, allowing members to email queries, report problems and ask for assistance. HEAT also has two members of staff in the field who are able to help with more in-depth enquiries.

Yes. HEAT delivers set-up training to top-level users for all new member organisations, which is then cascaded via these Coordinators and Leads to additional users within the group. Following set up, ongoing training is supported by a comprehensive suite of downloadable user guides, streaming videos, information webinars, remote online training sessions and a ticket-based Helpdesk. Face-to-face support can also be provided on request (but there may be a cost for this).

The HEAT Service is now open to non-English universities. The aim is to offer an equal data service to non-English universities - but this will require negotiating access to administrative datasets in devolved governments (which is an ongoing process). We encourage any non-English universities interested in joining HEAT to make contact so that you can be updated on these negotiations.

No. HEAT is also open to other organisations that deliver outreach and related programmes to students. However, decisions regarding non-university membership are taken on a case-by-case basis, so we ask such organisations to make contact with the HEAT Service in the first instance to discuss the application procedure.

Although HEAT subscription includes tracking, this is not the only component offered by the Service (see HEAT Service and HEAT Database sections for further details). HEAT members have developed a system which not only underpins tracking but also encompasses a wide range of other features and tools to help providers delivering access and student-success initiatives. In order for HEAT to continuously improve and evolve, it needs input from its members who own the Service collectively. This is why, currently, HEAT does not offer a differentiated service nor offer part of the Service at a different subscription level.

Role / Purpose

The purpose of the HEAT Steering Group is to provide an oversight of the collaborative service outcomes through a bi-annual review of the HEAT service plan. Through its membership the group will monitor service outputs and ensure that members are satisfied that the objectives of HEAT are being met.

Objectives

• To provide strategic advice to the HEAT Central Team on longer term development and sustainability of the HEAT service
• To receive and review information and examples of service outputs e.g. datasets and evidence and to ensure that this information is appropriate
• To provide advice on future planning of the HEAT service
• To review the HEAT budget and advise on budget spend
• To review policy and receive updates from other partners such as OfS and DfE to ensure that the HEAT service remains fit for purpose
• To ensure that HEAT positions itself and its outputs appropriately in relation to sector and government changes.

Membership

Self-nomination for membership will take place every two years, limited to 25 attendees plus HEAT Central Team representatives. In the event of more than 25 nominations members will be decided by randomised selection. Nominees not selected in the lottery will be held on a reserve list.  If an elected member leaves the Steering Group their institution will be asked to nominate a replacement for the remainder of the 2 year term of office.  If the incumbent institution does not wish to take up the place a randomised selection will be made from the reserve list.  Representation on the Steering Group is by institution and does not follow individuals.

In addition, the group will invite the following organisations to be in regular attendance (though without voting or decision making rights:

• A representative from Office for Students
• A representative from the Department for Education (Data)

The group may invite other representatives to attend meetings when their expertise, input or judgement is required.

Meetings

Formal meetings will take place twice a year in (approximately) December and July.  For a meeting to be deemed quorate and agree decisions at least 1 more than fifty percent of representatives must be present (excluding the HEAT Central Team).

Amendments, modifications and Variation

The Terms of Reference may be amended, modified or varied in writing following consultation and agreement by all HEAT members, and ratification by the Governance Board.

Role/Purpose

The role of the Governance Board is to provide strategic direction and leadership to the HEAT membership. The Board will meet twice yearly at the University of Kent, or by ‘virtual’ attendance.

The HEAT Governance Board sets out to deliver:

• Successful monitoring and achievement of HEAT Service outcomes against agreed KPIs
• Financial monitoring and efficient use of funds and resource
• Effective communication to funders and the wider HEAT membership
• Effective data compliance and security
• Manage the transition to a single sustainable model beyond HEFCE funding

Term

The Terms of Reference are effective from 1st January 2018, and will remain ongoing until terminated by agreement between the parties.

Membership

The HEAT Governance Board:

• Georgina Randsley De Moura, Deputy Vice-Chancellor Academic Strategy Planning and Performance, University of Kent (Chair)
• Anita Jackson, Director of Planning and Student Information, University of Kent
• John Sotillo, Head of Information Services, University of Kent
• Clare Allison, Head of Outreach and Participation, University of Kent
• Sharon Smith, Director of HEAT, University of Kent

Nominated HEI members:

• Samina Khan, University of Oxford
• Mike Kerrigan, Nottingham Trent University
• Liz Hurley, University of Leeds
• Will Calver, University of Greenwich

Roles and Responsibilities

The Board is accountable for:

• Removing obstacles to the successful delivery of the Service
• Maintaining the focus of the Service at all times on the agreed scope and outcomes
• Monitoring and managing factors outside the Service’s control that are critical to its success

The membership of the Board will commit to:

• Champion the Service within the university and across the sector
• Make timely decisions and take action so as to prevent delay or interruption to the Service
• Notifying members of the group, as soon as practical, of any matter arising which may be
• Deemed to affect the development of the Service
• Attendance at all meetings and if necessary nominate a proxy

Members of the Board will expect:

• To be provided with complete, accurate and meaningful information in a timely manner
• To be given reasonable time to make key decisions
• To be alerted to potential risks and issues that could impact the Service as they arise
• Open and honest discussion, without resort to any misleading assertions
• Ongoing ‘health checks’ to verify the overall status and ‘health’ of the Service

Meetings

• All meetings will be chaired by Georgina Randsley De Moura
• A meeting quorum will be 4 members of the Board, comprising at least equal representation from the University of Kent (not including the chair) and nominated HEI members.
• Decisions will be made by consensus (i.e. members are satisfied with the decision even though it may not be their first choice). Where consensus is not reached the Chair will make the final decision.
• Meeting documentation will be provided by Sharon Smith, including:
  • Agendas and supporting papers
  • Meeting notes and information
• If required, subgroup meetings will be arranged outside of Governance scheduled meetings, at a time convenient to subgroup members

Amendment, Modification or Variation

The Terms of Reference may be amended, varied or modified in writing after consultation and agreement by all members of the Governance Board.