Version 1.0
Effective date: 28 September 2026
Last reviewed: 28 September 2026

AccessWays is committed to providing Non-Medical Help (NMH) support in a professional environment that promotes the safety, dignity and wellbeing of students and the provider.

This policy explains how AccessWays responds to safeguarding and serious welfare concerns arising in connection with its services.

AccessWays provides educational support. It is not an emergency service, healthcare provider, counselling service, mental-health crisis service or safeguarding authority.

Translations are provided for convenience only. If there is any inconsistency or difference in meaning, the English version shall prevail.

1. Purpose, scope and professional boundaries

This policy applies to AccessWays support and related communications, whether support is delivered remotely, in person or through an agreed blended arrangement.

AccessWays primarily provides support to adult higher-education students.

Safeguarding concerns will be approached proportionately, respectfully and with regard to the student’s dignity, privacy, autonomy, disability, neurodivergence and communication needs.

AccessWays may listen to welfare concerns, provide appropriate signposting and respond to safeguarding concerns within the boundaries of the NMH role.

AccessWays does not undertake responsibility for:

• emergency or crisis intervention;
• medical or mental-health diagnosis;
• psychotherapy or clinical treatment;
• continuous monitoring of a student’s wellbeing;
• supervising a student outside agreed support sessions; or
• replacing healthcare, social care, university safeguarding or emergency services.

Where a student’s needs fall materially outside the AccessWays role, AccessWays may explain this boundary and direct the student to a more appropriate source of support. Pasted text

2. Safeguarding and serious welfare concerns

A concern may arise from information disclosed or communicated by a student, information received from another appropriate source, or something reasonably observed during support.

This may include concerns relating to abuse, neglect, exploitation, domestic or sexual abuse, serious harassment or coercion, serious deterioration in welfare, significant risk of self-harm or suicide, threats of serious violence, or another situation where a person may be at serious risk.

The existence of a concern does not automatically determine what action will be taken. AccessWays will consider the circumstances and information reasonably available at the time.

AccessWays will not undertake a clinical assessment or diagnosis when considering a safeguarding concern.

3. Responding to concerns and immediate risk

Depending on the circumstances, AccessWays may:

• listen and clarify relevant information;
• check whether immediate assistance appears necessary;
• encourage or assist the student to access appropriate support;
• provide information about university, healthcare, safeguarding, emergency or specialist services;
• make an appropriate factual record;
• seek appropriate safeguarding, professional, insurance or legal advice; or
• contact an appropriate service or authority where reasonably necessary.

Where AccessWays reasonably believes there may be an immediate or serious risk of harm, safety will take priority.

Where appropriate, this may include contacting emergency services, university safeguarding, wellbeing or security services, healthcare services, a safeguarding authority or another service reasonably capable of responding.

Where practicable and appropriate, AccessWays will normally explain proposed action to the student.

However, AccessWays will not delay reasonably necessary action solely because consent cannot be obtained where there is an appropriate lawful and sufficiently serious reason to act. Pasted text

4. Confidentiality and information sharing

Information disclosed during support will normally be treated as confidential in accordance with the AccessWays Privacy Notice and Confidentiality and Information-Sharing Policy.

Confidentiality is not absolute.

AccessWays may share relevant information where there is an appropriate lawful basis and disclosure is reasonably necessary and proportionate, including in connection with a serious safeguarding or safety concern.

Where information is shared, AccessWays will normally disclose only information reasonably necessary for the relevant purpose.

Where appropriate and safe, AccessWays will normally tell the student about the disclosure. This may not be appropriate where doing so could materially increase risk, prejudice an appropriate investigation or otherwise undermine the purpose of the disclosure.

A disclosure of distress, disability, neurodivergence or a mental-health difficulty does not by itself mean that confidentiality will be broken. Pasted text

5. Recording concerns

AccessWays may make an appropriate factual record of a safeguarding or serious welfare concern and the response taken.

Records may include relevant dates and circumstances, what was observed or disclosed, the student’s own words where materially relevant, actions taken, information shared, significant decisions and any necessary follow-up.

Records should distinguish, as far as reasonably possible, between:

• factual information;
• information reported by another person; and
• professional judgement or concern.

AccessWays will avoid unnecessary speculation or diagnostic conclusions.

Safeguarding information will be handled securely and in accordance with the AccessWays Privacy Notice and applicable data protection requirements. Pasted text

6. Remote support

Safeguarding concerns may arise during remote support.

Where reasonably necessary to respond to an immediate concern, AccessWays may ask for relevant information, such as whether the student is currently safe or how they can access local assistance.

AccessWays cannot guarantee that it can identify or verify a student’s physical location during remote support and does not provide continuous location or safety monitoring.

Students remain responsible for contacting emergency services or another appropriate local service where they are able to do so.

Where AccessWays has sufficient information and reasonably considers emergency action necessary, it may share relevant information with an appropriate service where lawful and proportionate. Pasted text

7. Professional boundaries and provider safety

Safeguarding includes consideration of the safety of students, AccessWays and other people.

AccessWays is not required to continue a session where there is a credible threat of violence, serious harassment, abuse, unsafe behaviour or another material safety concern.

Where reasonably necessary, AccessWays may immediately:

• pause or end a session;
• leave an unsafe location;
• restrict or change a method of communication;
• change the location or delivery method of future support;
• pause future appointments; or
• contact emergency services, security, a higher education provider or another appropriate authority.

A student’s disclosure of a safeguarding or welfare concern does not by itself justify ending support.

However, support may be paused or ended where continuing would create an unacceptable safety risk, fall materially outside AccessWays’ professional role, or otherwise meet the grounds set out in the AccessWays Terms of Support. Pasted text

8. Allegations, external referrals and follow-up

Where a concern relates to another student, university employee, family member, support provider or organisation, AccessWays will not undertake an investigation outside its role, competence or authority.

Where appropriate, AccessWays may help the student identify an organisation or service better placed to respond.

AccessWays will not present an allegation as established fact without an appropriate basis for doing so. This does not prevent AccessWays from sharing a genuine concern where there is a lawful and proportionate reason.

A safeguarding allegation concerning AccessWays will be taken seriously and may be considered under the AccessWays Complaints Policy or referred to an appropriate authority, insurer, professional body, DfE or SLC where appropriate.

The existence of an allegation does not by itself establish wrongdoing. AccessWays may retain and rely upon relevant records and seek appropriate professional, legal or insurance advice when responding to an allegation, investigation or safeguarding concern.

Nothing in this policy prevents a student or another person from using an external reporting route available to them.

Where AccessWays follows up after a concern, this is intended to support the appropriate continuation or adjustment of NMH support. It does not constitute continuous welfare monitoring or an assumption of responsibility for the student’s ongoing safety or wellbeing. Pasted text

Changes to this policy

AccessWays may update this policy where reasonably necessary because of changes to law, DSA requirements, professional standards, safeguarding practice or the operation of its services.

The current version and effective date will be made available to students.