Mentor Handbook

MACQUARIE UNIVERITY MENTORS

Session 1, 2019

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CONTENTS
INTRODUCTION 3
WELCOME TO THE MACQUARIE UNIVERSITY MENTORS 3
ABOUT US 4
OUR MISSION 4
ORGANISATIONAL CHART 5
MEET THE ORIENTATION AND MENTORS TEAM 6
TEAM LEADERS 6

BEING A MACQUARIE UNIVERSITY MENTOR 7

WHAT IS A MENTOR? 7
THE MENTOR:MENTEE RELATIONSHIP 8
STAFF EXPECTATIONS AND PROTOCOL 9
ONLINE COMMUNICATION PROTOCOL 9
FACE-TO-FACE COMMUNICATION PROTOCOL 10
UNIFORM STANDARDS 11

YOUR RESPONSIBILITIES, REQUIREMENTS AND OPPORTUNITIES 12

MENTOR 12
POSITION DESCRIPTION 12
PROGRAM REQUIREMENTS 13
TEAM LEADER 17
POSITION DESCRIPTION 17
PROGRAM REQUIREMENTS 18
ADDITIONAL OPPORTUNITIES 21
CERTIFICATE OF ADDITIONAL SERVICE 21
GLOBAL LEADERSHIP PROGRAM (GLP) 22

ONLINE SYSTEMS AND RESOURCES 23

IMENTOR 23
MENTOR SELECTOR 26
SLING 27
SOCIAL MEDIA USAGE 33

VOLUNTEER POLICIES AND PROCEEDURES 34

WELLBEING AND SAFETY 34
PRIVACY AND CONFIDENTIALITY 35
FEEDBACK, GRIEVANCES AND COMPLAINTS 35
TERMINATION OF POSITION 36
WITHDRAWAL FROM THE PROGRAM 38
FRQUENTLY ASKED QUESTIONS 39

CONTACT INFORMATION 40
MENTORS TEAM 40

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Introduction
WELCOME TO THE MACQUARIE UNIVERSITY MENTORS
Many new students feel anxious or overwhelmed when they start university. As a Macquarie
University Mentor, you will guide these students, helping them to settle into Macquarie.

The purpose of this handbook is to provide:

• An overview of the Macquarie University Mentors program,
• A reference for all policies and procedures,
• A written document to accompany our extensive training, which gives you everything you'll need
to be successful in your role.

The Macquarie University Mentors staff reserve the right to change or update any information in this
handbook at any time as required. We will ensure to notify you via your student email account should
there be any updates which impact on your current service delivery or program requirements.

Please read this handbook carefully and refer to it in the first instance when questions
arise throughout the session. If you have a question that has not been covered in this
handbook, contact the Mentors Team on (02) 9850 4386 or email mentors@mq.edu.au.

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ABOUT US
Macquarie University Mentors is a university-wide peer support program that has been supporting
new students at the university since 1998. It started in the School of Education with current students
providing campus tours for new students. By 2005, it had expanded to all faculties and became a
dedicated first year transition program.

In August 2015, the Macquarie University Mentors joined with Orientation under the Office of the
Pro Vice-Chancellor (Learning and Teaching). Since then, we have embarked on a new direction
aligned to the University's Learning and Teaching Strategic Framework: 2015-2020. This means our
program, while extra-curricular, helps students to academically succeed at Macquarie and provides a
pathway for professional development by giving students the opportunity to gain key employability
skills through serving and engaging with new students.

In June 2018, the Orientation Programs Team joined the Campus Engagement portfolio under the
leadership of the Executive Director, Student Experience and Registrar. With the development of a
Student Experience Framework (to be finalised in early 2019), we anticipate further enhancements to
align with this new university-wide direction.

OUR MISSION

Our mission is to provide guidance for new students as they transition into Macquarie University,
with a focus on the social, academic, geographical and administrative aspects of the university.
Mentors do this by building trust and fostering relationships with new students, both face-to-face
(during events, such as Orientation) and online (via regular email communication).

Mentors develop these relationships over the course of one session to become a 'go-to' person for
guidance, help and advice for any questions students might have about the university. While Mentors
may not have all the answers, they can point students in the right direction to the person who does.

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ORGANISATIONAL CHART

1 Macquarie University Mentors Organisational Chart

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MEET THE ORIENTATION AND MENTORS TEAM

TEAM LEADERS

A Team Leader is an experienced Macquarie University Mentor who guides Mentors through their
mentoring journey. Each Mentor is allocated a Team Leader in their assigned Faculty. Mentors who
are unsure of what to do in certain situations can refer to their Team Leader, however, all inquiries
relating to the completion of the Macquarie University Mentors program must be directed to the
Mentors Team.

2 Macquarie University Orientation and Mentors Team, Session 1, 2019

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Being a Macquarie University
Mentor
WHAT IS A MENTOR?
In Greek Mythology...

Mentor was the trusted counsellor of Odysseus. Before Odysseus set sail for the Trojan War he made
Mentor guardian to his son Telemachus. Mentor was a friend, advisor and teacher to Telemachus,
helping him grow into a noble hearted, clear thinking prince.

Mentor also advised Penelope, Odysseus’ wife. With Odysseus gone twenty years, many men tried
to woo Penelope and take over the kingdom of Ithaca. It was Mentor who came up with a plan for
Penelope - she insisted to her suitors that she must first weave a sacred cloth for Artemis, Goddess of
the Moon, and only once she had completed her task could she choose among them. But every night,
once they had fallen into a drunken sleep, she would unravel what she had woven that day.

Mentor also helped Odysseus reclaim his kingdom when he returned from the war. How did Mentor
know what to do and what to advise? Mentor was Athene, goddess of wisdom, in disguise.

The Oxford dictionary says...

A Mentor is ‘an experienced person who advises and helps somebody with less experience over a
period of time’.

In our program, a Mentor should have:

• A clear understanding of the goals of the mentoring program and their reason for committing to
those goals 

• The ability to establish a relationship between themselves and their Mentees
• The ability to give constructive feedback to Mentees and to help them facilitate their own
problem-solving process by fostering their sense of independence 

• The ability to manage themselves – to be aware of their own needs, goals and support structures
• A willingness to learn from their own experiences, the program, staff, other Mentors, and new
students.


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THE MENTOR:MENTEE RELATIONSHIP
The Mentor:Mentee relationship is a friendly, professional relationship between two students. It is
important to distinguish the difference between a mentoring relationship and friendship – a
mentoring relationship has clear boundaries as there is a power structure at play, while a friendship
does not.

Mentoring has a specific purpose, and the relationship should be entirely focused on the Mentee.
Mentors should maintain objectivity and distance from the Mentee, whilst being empathic at the
same time.

Differences between a mentoring relationship and a friendship

• Mentoring has a specific purpose 

• A mentoring relationship should be focused entirely on assisting the Mentee 

• Mentors should maintain objectivity and distance from the Mentee 

• Mentors and Mentees have different levels of power 


Similarities between a mentoring relationship and a friendship

• Trust
• Warmth

• Sharing
• Joint experiences
• Mutually enjoyable
• Openness

• Humour

While you are a Mentor with the program, we ask that you do not enter into a personal relationship
with Mentees. This is to protect you as much as it is to protect Mentees.

Starting university can be a very difficult and challenging time for some. While you are there to help
as a Mentor, there are situations where you won't be able to assist due to the nature of issues that may
arise. So, we provide firm boundaries that we ask you to maintain for the session.

You might face some resistance from your Mentees because of this, and you may even disagree with
our approach. However, we have chosen to limit the scope and communication channels as we have a
duty of care for all students. This is also an important lesson to learn about the workplace –
sometimes, you'll need to find or create boundaries to look after yourself and maintain an appropriate
work-life balance.

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STAFF EXPECTATIONS AND PROTOCOL
The Macquarie University Mentors is a mentoring program representative of Macquarie University
and as such, we expect you to act in a professional manner at all times. This includes your online and
face-to-face communication to all members involved in the program: Mentees, your fellow Mentors,
Team Leaders, and Mentors Team staff.

ONLINE COMMUNICATION PROTOCOL

In addition to the University’s Acceptable IT use policy, we have the following expectations of our
Mentors when communicating online:
• Respect for all members of the program and wider community that you are communicating with
online
• All emails must include your Mentor email signature – this can be found in the ‘Email Signature’
folder under the ‘Resources’ tab in iMentor (for information about iMentor, refer to pages 23-25
of this handbook)
• Reply to a Mentees’ and/or Team Leader’s email within 24 hours
• Personalise your emails
• No use of emojis or memes
• Use dot points for email readability
• Include hyperlinks where appropriate
• No fancy colours and fonts
• Always check your grammar and spelling
• When sending emails to groups, always BCC your Mentees and Team Leader
• When sending individual emails, always put your Mentee in the ‘To’ section and your Team
Leader in the ‘BCC’ section
• Always follow this sequence when composing an email:
1. Put email addresses in correct section (Individual email: To (person) and BCC (Team
Leader); Group email: BCC (all recipients)
2. Include an appropriate subject line
3. Greet your Mentee/s
4. Acknowledge the senders email / current situation
5. Reply to any questions, address any important points, and include any relevant hyperlinks
6. Close the conversation – Kind regards, Warm wishes etc. followed by your name
7. Ensure your Mentor email signature is included
8. Proofread and then send.

You can find examples of individual and group emails in the ‘Email Examples’ folder under the
‘Resources’ tab in iMentor (for information about iMentor, refer to pages 23-25 of this handbook).

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FACE-TO-FACE COMMUNICATION PROTOCOL

In addition to the University’s Student Code of Conduct, we have the following expectations of our
Mentors when communicating face-to-face:
• Respect for all members of the program and wider community that you are speaking with, taking
into account all that you have learnt in your training about effective communication
• Give people an opportunity to express themselves
• Prompt group members to participate and contribute to the conversation
• Ask open-ended questions (who, what, when, where, why, how)
• Use your authority and expertise to lead
• Validate responses and facilitate respectful, open discussions
• Be aware of your body language
• Take into account the audience you are communicating with, and adjust your style accordingly
• Keep conversation moving and focused.

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UNIFORM STANDARDS
As representatives of the program and the University, it’s important that you take pride in your
appearance and uniform. We expect good personal hygiene is practiced when participating in
program events and activities as a Mentor or Team Leader, similar to what may be expected when
working in a paid role.

The standard uniform consists of the following:

• Clean Mentor or Team Leader t-shirt (one supplied at the start of your session of service)
• Name badge and/or lanyard (supplied at the start of your session of service)
• Clean jeans/pants/skirt/shorts - Shorts/skirts must be below half thigh length, anything shorter
is not acceptable
• Gym/sports-style clothing can be worn if the event/activity warrants it (i.e. sporting activities),
however it must align with the above standards
• Enclosed comfortable shoes, suitable for walking and long periods of standing - thongs, open-toe
sandals or heels are inappropriate footwear for all activities and events
• In cold weather, you may wear warm layers underneath your Mentor t-shirt. Jackets/jumpers
which cover the Mentor t-shirt are not permitted.

Failure to uphold these standards may result in the Mentor or Team Leader to be withheld from
joining the activity/event, or completing their assigned shift.

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Your responsibilities,
requirements and
opportunities
MENTOR
POSITION DESCRIPTION

Mentors are students who have completed at least 1 Session of study at Macquarie University.
Mentors volunteer their time to support new students by guiding them into the social, academic,
geographical and administrative aspects of university life. All Mentors have undertaken training
(face-to-face and/or online) with Macquarie staff and are selected for their natural ability in which
they will be able to perform the Mentor role.

COMMITMENT
Mentors are expected to commit to the program for one full session (equivalent to 13 weeks), which
includes 14 hours of specialised Mentor training, 20 hours face-to-face contact on campus throughout
the session (Orientation, social events and feedback sessions) and approximately 10 hours of email
communication.
Mentors are required to complete all essential program requirements as outlined below. If at any time
a Mentor is found not meeting these time commitments, the program staff may offer alternatives for
completing hours equivalent (where possible) to the time missed, or the Mentor may be removed
from the program if staff believe it’s in the best interest for the Mentor and/or Mentees.

REQUIRED SKILLS AND DESIRED PERSONAL QUALITIES

Required skills Desired personal qualities

Effective verbal and written communication Leadership

Ability to build and maintain relationships, as well Reliable

as network with new people
Culturally aware

Ability to work effectively in a team Adaptable

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THE ROLE
Mentors are required to:
• Represent the Macquarie University Mentors program at official Macquarie University events
• Facilitate and lead individual and/or group discussions between students
• Attend, support and actively promote social events
• Conduct university campus tours and library tours
• Attend, assist and actively participate during Orientation
• Support and advise Mentees for one session, both face-to-face and online
• Refer Mentees to appropriate Macquarie University support services and facilities as necessary
• Provide feedback about the program and other university services as required.

Mentors do not provide counselling, give academic or financial advice.

PROGRAM REQUIREMENTS

To complete the program requirements and receive a Macquarie University Mentors Certificate at the
end of your role in Session 1, 2019 you must attend and actively participate in the compulsory
training days, events and activities as outlined below.

PROGRAM REQUIREMENT: TRAINING

Training Date Time Requirement

Mentor Training Day 1 Wednesday 5 December 2018 9:00am – 5:00pm Compulsory

Mentor Training Day 2 Wednesday 13 February 2019 9:00am – 2:30pm Compulsory

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PROGRAM REQUIREMENT: EVENTS AND ACTIVITIES
Event/Activity Date and Time Requirement
Faculty welcome Attend your allocated Faculty Welcome during Compulsory
Orientation (Monday 18 – Friday 22 February 2019)

Faculty of Science and Engineering

Monday 18 February
8:00am – 12:00pm

Faculty of Medicine and Health Sciences

Monday 18 February
8:00am – 12:00pm

Faculty of Arts
Tuesday 19 February
8:00am – 12:00pm

Faculty of Human Sciences

Wednesday 20 February
8:00am – 12:00pm

Faculty of Business and Economics

(Postgraduate)
Wednesday 20 February
10:00am – 2:00pm

Faculty of Business and Economics

(Undergraduate)
Thursday 21 February
8:00am – 12:00pm
Orientation shifts Complete 3 Orientation shifts (4 hours each) during Compulsory
Orientation week (Monday 18 – Friday 22 February,
2019). The ‘Pre-Orientation Week shift’ and ‘Post-
Orientation Week shift’ count as Orientation shifts.

During Orientation week, there are 3 shifts

available; Morning, Afternoon and Evening shifts.

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Social events Event 1 Compulsory to
Week 1, Wednesday 27 February 2019 attend 2 out of 3
social events
8:30am – 11:30am

Event 2
Week 4, Thursday 21 March 2019
12:00pm – 3:00pm

Event 3
Week 7, Tuesday 9 April 2019
4:00pm – 7:00pm
Mentee emails Weekly from weeks 1-7, Compulsory
Fortnightly in weeks 8, 10 and 12.

All emails must be sent to your Mentees by Tuesday

9:00am.

If you are unable to send your email on time, you

must inform your Team Leader in advance of the
deadline. If you do not inform your Team Leader,
you will receive a strike (see pages 36-37 for more
information)
Online program Week 12 (Monday 27 – Friday 31 May 2019) Compulsory
evaluation
Provide feedback on your experience in the
program, via an online survey.
Mentor Wednesday 5 June 2019 Compulsory
Recognition Night 5:30pm – 7:30pm

Please note: Times of events are correct as of Thursday 17 January, 2019 but are subject
to change due to unforeseen circumstances (operational issues, wet weather, etc). The
Mentors Team will communicate all changes with at least 24 hours notice (where
possible) via emails to Team Leaders for circulation to their Mentors, Facebook posts
and iMentor announcements.

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Throughout Session 1, 2019 you may also be asked to represent the student voice by providing
feedback (online and/or face-to-face) for other initiatives and programs at Macquarie University. This
is not compulsory.

SUPPORT
The Mentors Team will provide comprehensive training and guidance to help you be successful in
your volunteer role. If you have any urgent questions or concerns, please contact the Program Officer,
Olivia Tunks, on (02) 9850 4386. For other queries, please email mentors@mq.edu.au.

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TEAM LEADER
POSITION DESCRIPTION

Team Leaders are experienced Mentors whom support Mentors in their role to guide new students
into the social, academic, geographical and administrative aspects of university life.

COMMITMENT
Team Leaders are expected to commit to the program for one full session (equivalent to 13 weeks),
which includes 21 hours of specialised Team Leader training, 20 hours face-to-face contact on
campus throughout the session (Orientation, social events and feedback sessions) and approximately
15 hours of email communication.

Team Leaders are required to complete all essential program requirements as outlined below. If at
any time a Team Leader is found not meeting these time commitments, the program staff may offer
alternatives for completing hours equivalent (where possible) to the time missed, or the Team Leader
may be removed from the program if staff believe it’s in the best interest for the Team Leader and/or
their Mentors.

REQUIRED SKILLS AND DESIRED PERSONAL QUALITIES

Required skills Desired personal qualities

Effective verbal and written communication Leadership

Ability to build and maintain relationships Reliable

Ability to work effectively in a team Culturally aware

Ability to facilitate groups Adaptable

Ability to present to large audiences Solution orientated

Exceptional self-management

Ability to take initiative

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THE ROLE
Team Leaders are required to:
• Represent the Macquarie University Mentors program at official Macquarie University events
• Facilitate or present to groups of Mentors, students, staff and the Macquarie University
community
• Lead, support and provide constructive feedback to Mentors, both face-to-face and online
• Assist in the development and delivery of Mentor Training
• Design, attend and actively promote social events
• Support and supervise Mentors
• Rehearse and deliver formal presentations for official Macquarie University events, such as
Orientation
• Conduct university campus tours and library tours
• Assist with Mentor knowledge and skill development
• Provide feedback about the program and other university services as required.

Team Leaders do not provide counselling, give academic or financial advice.

PROGRAM REQUIREMENTS

To complete the program requirements and receive a Macquarie University Mentors Team Leader
Certificate at the end of your role in Session 1, 2019 you must attend and actively participate in the
compulsory training days, events and activities as outlined below.

PROGRAM REQUIREMENT: TRAINING

Training Date Time Requirement
Team Leader Training Monday 17 September 2018 9:00am – Compulsory
Day 1 5:00pm
Team Leader Training Monday 3 December 2018 9:00am – Compulsory
Day 2 5:00pm

Team Leader Training Monday 11 February 2019 9:00am – Compulsory

Day 3 5:00pm
Mentor Training Day 1 Wednesday 5 December 2018 9:00am – Compulsory
5:00pm

Mentor Training Day 2 Wednesday 13 February 2019 9:00am – Compulsory

2:30pm

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PROGRAM REQUIREMENT: EVENTS AND ACTIVITIES
Event/Activity Date and Time Requirement
Faculty welcome Attend Faculty Welcome rehearsal sessions (on an as Compulsory
rehearsal needs basis) with the Mentors Team during Monday
11 - Friday 15 February 2019.
Faculty Welcome Attend your allocated Faculty Welcome day during Compulsory
Day Orientation (Monday 18 – Friday 22 February 2019)

Faculty of Science and Engineering

Monday 18 February
8:00am – 3:00pm

Faculty of Medicine and Health Sciences

Monday 18 February
8:00am – 3:00pm

Faculty of Arts
Tuesday 19 February
8:00am – 3:00pm

Faculty of Human Sciences

Wednesday 20 February
8:00am – 3:00pm

Faculty of Business and Economics

(Postgraduate)
Wednesday 20 February
10:00am – 5:00pm

Faculty of Business and Economics

(Undergraduate)
Thursday 21 February
8:00am – 3:00pm
Social events Event 1 Compulsory to
Week 1, Wednesday 27 February 2019 attend 2 out of 3
social events.
8:30am – 11:30am

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 Event 2
Week 4, Thursday 21 March 2019
12:00pm – 3:00pm

Event 3
Week 7, Tuesday 9 April 2019
4:00pm – 7:00pm
Mentor emails Weekly from weeks 1-7, Compulsory
Fortnightly for weeks 8, 10 and 12.

All emails must be sent to your Mentors by Friday

5:00pm.
Online program Week 12 (Monday 27 – Friday 31 May 2019) Compulsory
evaluation
Provide feedback on your experience in the program,
via an online survey.
Mentor Wednesday 5 June 2019 Compulsory
Recognition 5:30pm – 7:30pm
Night

Please note: Times of events are correct as of Thursday 17 January, 2019 but are subject
to change due to unforeseen circumstances (operational issues, wet weather, etc). The
Mentors Team will communicate all changes with at least 24 hours notice (where
possible) via emails to Team Leaders for circulation to their Mentors, Facebook posts
and iMentor announcements.

Throughout Session 1, 2019 you may also be asked to represent the student voice by providing
feedback (online and/or face-to-face) for other initiatives and programs at Macquarie University. This
is not compulsory.

SUPPORT
The Mentors Team will provide comprehensive training and guidance to help you be successful in
your volunteer role. If you have any urgent questions or concerns, please contact the Program Officer,
Olivia Tunks, on (02) 9850 4386. For other queries, please email mentors@mq.edu.au.

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ADDITIONAL OPPORTUNITIES
CERTIFICATE OF ADDITIONAL SERVICE

If you would like to get more out of your experience as a Mentor or Team Leader, you can complete an
additional 20 hours of extra initiatives.

Extra initiatives can include, but are not limited to:

• Additional Orientation shifts or social events (i.e. any extra shifts completed after your
compulsory requirements)
• Library Information Desk shifts
• Mentor Zone Shifts
• Program activities and events, such as photoshoots and wayfinding

In order to be eligible for this certificate you must:

• first complete all compulsory Mentor or Team Leader program requirements, AND
• complete all 20 hours of extra initiatives by Tuesday 4 June 2019.

Upon meeting this criterion, you will be awarded a Certificate of Additional Service and be eligible to
claim 10 Global Leadership Program (GLP) points.

Please note, it is not compulsory to obtain this certificate.

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GLOBAL LEADERSHIP PROGRAM (GLP)

The Global Leadership Program (GLP) is a tailored extracurricular program that can be undertaken
alongside any degree at Macquarie, which is open to all students. GLP is a Macquarie University
specific program that develops your capability in leadership, cross-cultural understanding and
international awareness.

Macquarie University Mentors is an approved experiential credit activity under GLP’s Undergraduate
Program.

The table below explains how many GLP points you may claim after completing a session as a
Macquarie University Mentor.

Mentor Program Certificate You may claim GLP points

Mentor Certificate for GL X23 – Mentor A or 20 GLP points
Session 1, 2019 GL X24 – Mentor B
To receive this certificate, you must
complete all the requirements listed on
page 12-16.
Team Leader Mentor Certificate GL X16 – Mentor Leader 40 GLP points
for Session 1, 2019
To receive this certificate, you must
complete all the requirements listed on
page 17-20.
Certificate of Additional Service GL X32 – Mentor C 10 GLP points
for Session 1, 2019
To receive this certificate, you must
complete all the requirements listed on
page 21.

If you have inquiries about your GLP experience, claiming points or would like to join
the program, please email glp@mq.edu.au or visit their website.

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Online systems and resources
IMENTOR
As a program participant, you will be enrolled in a unit via iLearn called 'iMentor'. Through this,
you'll be able to access Mentor, professional and personal development resources, review training
content, and keep up to date with the Macquarie University Mentors program and Macquarie
community.

iMentor is composed of 4 sections:

1. Learn – access training resources such as the campus and library tours. There are 8 training
modules:
o Module 1: Being a Macquarie University Mentor. Covers:
▪ About Macquarie University Mentors
▪ Our Mission
▪ Impact of Macquarie University Mentors
▪ The Mentor Role
▪ The Mentor Handbook
▪ Uniform Standards
▪ Compulsory Requirements
▪ Policies and Procedures
▪ Mentor Support System

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 o Module 2: The Mentee. Covers:
▪ Cultural Awareness
▪ Cross Cultural Communication
▪ Confidentiality
▪ Common concerns of new students

o Module 3: Building Mentoring Relationships. Covers:

▪ Establishing the mentoring relationship
▪ The mentoring relationship cycle
▪ Boundaries

o Module 4: Face-to-face communication. Covers:

▪ Verbal communication
▪ Non-verbal communication
▪ Active listening
▪ Listening blocks
▪ Small Talk
▪ Coaching and Facilitating
▪ Icebreakers

o Module 5: Online communication. Covers:

▪ Email protocol
▪ The Mentor Signature
▪ How to build relationships online
▪ Using BCC
▪ Email Examples
▪ Social Media Use

o Module 6: Responding to challenging situations. Covers:

▪ De-escalation techniques
▪ Language use when having difficult conversations
▪ Common situations
▪ Emergency Contacts
▪ Referrals

o Module 7: Campus Tour. Covers:

▪ Campus tour video
▪ Campus tour updates

o Module 8: Library Tour. Covers:

▪ Library tour video
▪ Library tour updates

2. Resources – you can access essential resources such as the Mentor handbook, Mentor email
signature, view examples of individual and group emails, and download tour scripts.
3. Discover – learn more about particular topics for professional and personal development.
4. News – you can access Macquarie University Mentors newsletters, and keep up to date with
announcements.

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To access iMentor, you will need to:
1. Login to iLearn
2. Click on the ‘Community Units’ tab
3. Click on iMentor

If you do not have access to this unit, please email mentors@mq.edu.au

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MENTOR SELECTOR
The Mentor Selector is an online tool to help new students choose a Mentor from their Faculty. You
can access the Mentor Selector online via the Macquarie University Mentors website.

If students are having issues selecting a Mentor, please advise them to send an email to
mentors@mq.edu.au.

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SLING
Sling is our scheduling platform for Mentors to register for shifts and events. You will receive an
invite to join sling in your student email where you can create your account password.

Dashboard
When logged in, you will be presented with your dashboard. Your dashboard gives an overview of
your registered shifts.

27
Sling Settings
Under the main blue tabs bar, you can also change your account settings. In your settings tab, you can
change all settings on Sling such as shift notifications and message notifications.

28
To apply for shifts:
We recommend registering for shifts as soon as possible as there are limited spaces.
1. Go to ‘Schedule’ at the top of the screen blue bar
2. You will be presented with all of the available shifts in a calendar format
3. A shift is available for you to register when there is an ‘A’ in the top right-hand
corner of the shift.

4. Find the shift you want to apply for and click on it

5. A box will appear giving you all the details of the shift;
date, time, location, position of shift and notes
describing the shift.
6. If you are wanting to apply for the shift click the
‘Apply for shift’ button in the top right corner. If you
don’t want to apply, click the ‘x’ to exit
7. Once you have applied for the shift, you are
automatically approved for that shift.
8. Once your shift is approved, you will get a notification
in your dashboard and the shift will appear at the
bottom of all available shifts under a section called
‘scheduled’ in the ‘schedule’ tab.

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Looking to register for more shifts?
When a Mentor does not want a shift any longer, the available ‘A’ sign appears at the top right-hand
corner of the shift they originally applied for. You can apply for their shift by clicking on their shift
and following the steps above.

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To unregister for a shift:
NOTE: If you are unregistering from a shift within 24 hours of it commencing, you must notify the
Mentors Team via email or phone as soon as possible. Not notifying the Mentors Team may result in
a strike being issued.

1. Click on the shift you want to unregister from

2. The shift details will appear
3. Click on the 3 vertical dots, next to the ‘Close’ button in the bottom right corner.

4. Click ‘Make shift available’. Note: DO NOT click ‘Offer Shift’. We do not allow shifts to be
swapped using this platform.
5. You will receive a confirmation message confirming that the Shift has been made available.
NOTE: You are not responsible for the shift anymore although the confirmation message says
you are.
6. The shift will remain under your name in the scheduled section until someone registers for that
shift.

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Messages tab
If you need to contact the Mentors Team, you need to email mentors@mq.edu.au. You cannot use the
messages tab to message the Mentors Team.

Get the Sling App!

Download the Sling app:

• IOS App store link

• Android Google Play link

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SOCIAL MEDIA USAGE
Due to the nature of a Mentor:Mentee relationship, Mentors and Mentees are not permitted to be
‘friends’ on Facebook or connected via any other social media channels. This is to ensure professional
boundaries are maintained to protect all members of the Macquarie University Mentors program. At
the completion of the professional Mentor:Mentee relationship, Mentors and mentees are able to add
each other on social media channels if they both choose to do so.

Mentors are to maintain the online professional relationship with a Mentee via Macquarie
University's student email system. If a Mentee wants to get in touch with their Mentor, this must be
via their student email.

‘Macquarie University Mentors S1, 2019’ Facebook Group

This Facebook group is for Team Leaders and Mentors only to keep in touch. This Facebook group
will be monitored by the Mentors Team staff - all aspects of professional communication must be
upheld by all participants.

Joining our Facebook group: search ‘Macquarie University Mentors S1, 2019’ and click ‘join’.
Once the Mentors Team has confirmed you are a Mentor in the program, you will be accepted into the
group.

If you have trouble accessing this group, please email mentors@mq.edu.au.

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Volunteer policies and
proceedures
WELLBEING AND SAFETY
If you are concerned about your own wellbeing, immediate safety or that of another program
participant, we ask that you contact Campus Wellbeing on (02) 9850 7497 for assistance between
Monday to Friday, 8:30am - 5:30pm. You can find Campus Wellbeing in the MUSE building, 18
Wally’s Walk.

For assistance after these hours relating to wellbeing or welfare concerns of any kind, please call 1800
CARE MQ (1800 2273 67) for the student wellbeing and safety helpline (this can be found on the back
of all Macquarie student campus cards).

For any security concerns, serious injury or illness on campus, please call Campus Security (available
24 hours) on (02) 9850 9999.

WORK, HEALTH AND SAFETY

The University outlines its commitment to the practice and principles of WHS (Work, Health and
Safety) in the Health and Safety Policy. This policy applies to all students, staff and visitors of
Macquarie. As a volunteer with the University, you are covered by the Work Health and Safety Act
(NSW) 2011 and the Work Health and Safety Regulation (NSW) 2011 (together the WHS legislation).

For information on volunteer rights and responsibilities, you can visit:

The Centre for Volunteering
Volunteering Australia

RESPECT. NOW. ALWAYS.

Macquarie University is committed to preventing and responding to incidents of sexual assault and
sexual harassment, and to providing access to support. If you or someone you know has experienced
sexual assault or harassment, you can find a range of useful information on the Respect. Now.
Always. Support page. This includes medical support, reporting, confidential counselling, complaint
options and external services. More information on Respect. Now. Always can be found on their
website.

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PRIVACY AND CONFIDENTIALITY
Mentors and Team Leaders must respect other program participants’ right to privacy and
confidentiality. Mentors and Team Leaders must not share personal information about other
program participants including (but not limited to) Mentees, Mentors, Team Leaders, Mentors Team
staff, University staff and external partners or guests, unless you are concerned about your/their
safety or wellbeing.

PERSONAL CONTACT DETAILS

All face-to-face interactions with Mentors and Mentees should be on campus, and all online
communication should be via your student email. We recommend that Mentors and Team Leaders do
not give Mentees their personal contact information. This includes: phone number, address, your
personal email address and social media profiles.

SOCIAL MEDIA
Please refer to ‘Social media usage’ on page 33 of this handbook for more information.

PERMISSION TO BE PHOTOGRAPHED
The Macquarie University Mentors Program will be taking photos and videos to promote the
Macquarie University Mentors program and/or the University. If you prefer not to be photographed,
it is your responsibility to remove yourself from the photograph and/or inform the Mentors staff.

FEEDBACK, GRIEVANCES AND COMPLAINTS

Macquarie University Mentors are dedicated to providing an engaging and meaningful experience to
all program participants. Part of this experience is the opportunity for staff and students to engage in
reciprocal feedback however, it is important that you treat everyone you may encounter whilst
representing the program with an equal level of respect.

If you would like to request or give feedback, you may contact your Team Leader or the Mentors staff.

It is important that if you have any grievances, complaints or concerns about another program
participant, please contact the Mentors Team staff on (02) 9850 4386 or mentors@mq.edu.au as
soon as possible.

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TERMINATION OF POSITION
The Macquarie University Mentors program has a commitment and responsibility to provide the best
possible experience to all participants in the program, including (but not limited to) Mentees,
Mentors, Team Leaders, Mentors Team staff, university staff and external partners or guests. Where
the actions of a participant detract from the experience of one or more of these parties, termination of
that participant’s role may be required.

The Macquarie University Mentors staff can, at their discretion, terminate the position of any
participant at any point in the program. Termination of a participant is considered a last resort
measure.

This section will outline actions relevant to Mentors and Team Leaders that may result in termination
from the program and/or volunteer shifts. Please note this list is not extensive and Mentor staff may
choose to terminate a position for other reasons.

FORMAL WARNINGS
Formal warnings follow a 3 strikes rule. If a Mentor or Team Leader receives two formal warnings,
the issuance of a third formal warning may result in termination. Macquarie University Mentors
program participants may, at the discretion of staff, be terminated before their “third strike”
depending on the severity and impact of their actions.

The following list contains actions that result in formal warnings being issued:
• An email sent late/no email sent (without Team Leader prior knowledge)
• Non-participation at required events
• Lack of responses or delayed responses to email or other communications (you are to reply to a
student’s and/or Team Leader’s email within 24 hours)
• Consistently poor emails that do not follow the structure standards required
• Poor face-to-face contact with Mentees, Mentors, Team Leaders, Mentors staff, other staff or
guests that does not meet the standards required
• Failure to adhere to uniform standards
• Inability to meet requests and refusal to follow instructions of Mentor staff or other participants
in the program
• Use of language or behaviour deemed inappropriate, offensive or dangerous by Mentor staff.

The following list contains actions that result in immediate termination, and escalation to the
appropriate University departments as they constitute a breach in the Student Code of Conduct:
• Demonstrated physical abuse or aggression towards another person
• Demonstrated verbal abuse or aggression towards another person
• Demonstrated abuse or aggression via another medium, including but not limited to online,

36
 telephone and written communication
• Participating while under the effects of drugs or alcohol
• Demonstrated discrimination or harassment of another person based on factors including but not
limited to gender, religion, race, nationality or political beliefs
• Wilful or negligent destruction of property belonging to the University, the Mentor program or
another person.

Once terminated, the program participant must have no contact with their Mentees/Mentors/Team
Leader and their Mentor t-shirt must be returned to the Mentors Team within 5 working days.

A program participant may also be terminated without notice from a volunteer shift. This means the
participant is banned from registering from a certain shift due to behaviour not aligned with
Macquarie University Mentors standards.

Mentors staff will notify the participant in writing via an email (to their student email account)
regarding the issuance of a formal warning or the termination of their role. Participants will usually
have the opportunity to discuss their situation with the Orientation Program Manager and Program
Officer (Mentoring), however, this will not result in a change of decision for removal from the
program.

All Mentors and Team Leaders are reminded that their actions while fulfilling their roles are subject
to the Macquarie University Student Code of Conduct, and any actions or violations of this code may
have an impact on their role in the program, and possibly their standing at the University.

37
WITHDRAWAL FROM THE PROGRAM
Participation in the Macquarie University Mentors program is entirely voluntary.

If a Mentor or Team Leader wishes to withdraw from the program at any time, they must inform
Mentor staff as soon as possible in writing via an email to mentors@mq.edu.au.

Participants wishing to withdraw are not required to state their reasons however, their behaviour and
conduct pertaining to their withdrawal may affect their ability to participate in future sessions.

Participants withdrawing before the end of their commitment period may not be eligible for
certification or recognition of their participation. This is at the discretion of the Program Officer.

38
FRQUENTLY ASKED QUESTIONS
1. Can I ask for a reference?

References will be provided at the discretion of the Program Officer and/or Orientation Program
Manager. You must ask for permission before providing any details to potential employers. You
must ask for permission in writing by emailing mentors@mq.edu.au.

2. I am not going to complete all of the compulsory program requirements

All Mentors and Team Leaders are required to attend training days and events listed under
program requirements. However, if unforeseen circumstances (i.e. illness, personal issues or a
family emergency) arise, please inform the Mentors staff as soon as possible.

We also understand that balancing extra-curricular activities and your studies can be demanding.
If you find yourself in a position where you feel you may be unable to meet your commitments,
please reach out to your Team Leader or the Mentors staff. We are here to support you.

3. Mentees are not responding to my emails

Mentees will usually only reply to your email if they have a question or concern. You may seek
guidance from your Team Leader if any concerns arise.

4. I don’t know the answer to a question

If you don’t know the answer to a question, please don’t make things up! If you are unsure on how
to handle a situation or answer a question correctly, have a look at the Macquarie website, contact
relevant departments on campus or ask your Team Leader or Mentors staff.

5. Handling inappropriate questions

If you receive an email that makes you feel uncomfortable or is inappropriate, please politely
remind your Mentee that the Mentor:Mentee relationship is professional. If you are unsure on
how to handle the situation, please contact your Team Leader or the Mentors staff as soon as
possible. You may also use the BCC function in your email to copy in staff.

39
Contact information
MENTORS TEAM
If you have any questions or concerns, you can call or email the Mentors Team immediately.

Mentors Office Phone Email

Level 4, MUSE Building (02) 9850 4386 mentors@mq.edu.au
18 Wally’s Walk

Opening Hours:
Monday – Friday
9:00am – 5:00pm

If you would like to speak with the Mentors Team staff in person, please email or call before coming
into the office.

As our office is a staff only area, please use the phone outside the elevators and dial 4386 to call the
Mentors Team.

KEEP IN TOUCH

Macquarie University Mentors mentors@mq.edu.au

@mqmentors (02) 9850 4386

mqmentors

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