The first thing to do is access the extensive online and self-service materials available to staff:

• Transition videos: These provide an overview of the changes with high level information. These can be found on the Application and Admissions Yammer site.
• Online training: Staff with key admissions roles (PS and academic) will be asked to complete training on the new systems and processes, some of which is mandatory. Please ensure that you have undertaken this training before you begin to process applications. It has been designed to provide you with detailed knowledge on the systems and processes relating to the admissions release.
• Knowledge hub: As you begin to follow the new processes, you may find you need to check a specific aspect along the way. Rather than directing you back through the full training, we have provided searchable guides to help you find the information you need more quickly, via the Application and Admissions Knowledge Hub.

If you have not been able to resolve your query using online resources, we recommend that you contact your local admissions team.

Each team has ‘super-users’ who have had extensive training to support you. These super-users also have direct access to colleagues in the DSE admissions team for specialist advice.

If the issue cannot be resolved, the super user will escalate this into a process for resolution. It is unlikely that you will need to be involved in this, as the super-user will represent you and your query. During this process, work will be prioritised based on the risk and impact – so your query may not be resolved immediately, but your local team will keep you updated.