We recognize university can be a stressful time for many students and situations can occur where additional support is needed. Students may encounter a sudden change in circumstances or experience ongoing challenges that cause unexpected setbacks in their academic journey.
As members of the Student Care and Support Team, we work one-on-one with students to identify and assess their needs, facilitate access to supports and follow up as needed. The Care and Support Managers support students with questions or concerns related to academics, well-being, finances or other challenges they may be experiencing and serve as a point of contact for accessing information, resources and services both on campus and in the community. In more complex situations, we may follow up to ensure students continue to feel supported and confident moving forward.
When to Reach Out
Members of the Carleton community, including students, faculty and staff, may reach out to the Student Care and Support Team when additional support or guidance may be beneficial.
You may wish to connect with the Care and Support Team if:
- A student is struggling or in distress and does not know who or where to turn for help.
- A student’s academic, personal, financial or well-being related circumstances are negatively affecting their success.
- A student is transitioning to or from studies due to medical leave or hospitalization.
- A student needs assistance navigating available support options and resources.
- A student is experiencing complex life situations.
How to Reach Out
There are two ways to connect with the Student Care and Support team, depending on who you are.
- Faculty and staff can refer a student by submitting a Care Report.
- Students may also submit a Care Report for themselves or on behalf of a peer who may benefit from additional support.
For questions or general inquiries, please email the Student Care and Support Team.
What to Expect
Reaching Out to the Care and Support Team
You can reach out to a Care and Support Manager at any point during your time at Carleton. You can reach out on behalf of yourself and/or submit a referral for another student at Carleton.
You will receive an email with a booking link to schedule an optional meeting with a Care Manager of your choice after a referral has been received.
Booking a Meeting
Meetings with the Student Care and Support Team are voluntary unless specified otherwise by the Office of the Associate Vice-President Student Health and Wellness. Sometimes a concerned friend, faculty member or staff member will refer a student who they believe may benefit from additional support; however, you may not feel the need to access our services at that time.
You are welcome to decline our services or connect with us at a later date if needed. The person who referred you will not be notified of your decision to access or decline support.
Meeting with a Care and Support Manager
During your initial meeting, the Care and Support Manager will introduce themselves and their role at Carleton.
They will invite you to discuss your situation and identify any barriers you may be facing. They will recommend resources and services to access on campus or in the community that may be beneficial to your circumstances. The Care and Support Manager will assist in connecting you to those supports and may follow up with you as needed.
Student FAQs
What is a Care and Support Manager versus a Counsellor?
A counsellor provides guidance on personal, social and psychological problems. They can offer professional advice on coping mechanisms, processing emotions and more.
A Care and Support Manager assists students with identifying and connecting to appropriate resources to suit their needs, which may include a referral to referral to Counselling Services.
What if I can no longer attend my meeting?
Please email the Care and Support team if you are unable to attend your appointment. A member of the team will reach out to reschedule.
You will not be charged for a change in your ability to attend a scheduled meeting. There are no cancellation or no-show fees.
How many meetings can I have with a Care and Support Manager?
Most students require only one meeting with a Care and Support Manager. Once connected to an appropriate service or resource, students can continue receiving support through that team.
If another concern arises, students are welcome to reconnect with the Care and Support Team. In some situations, additional meetings or periodic check-ins may be offered if continued support is beneficial and/or under the advice of the Associate Vice-President (Student Health and Wellness).
Privacy and Confidentiality
Your privacy is protected under the Freedom of Information and Protection of Privacy Act (FIPPA). The Student Care and Support team is the only entity with access to your information. Your information will only be shared outside of our team when you have provided your consent.
The only exception to this occurs when there is an imminent concern for the safety of yourself or others. In these situations, we may need to consult with Campus Safety Services, Ottawa Police Services and/or your emergency contact.
When you submit a care report, you will receive an email confirming that we have received your report and will be reaching out to the student. In accordance with the Freedom of Information & Protection of Privacy Act (FIPPA), no further information about the student will be disclosed.
Consult with the Student Care and Support Team
If you are unsure whether a referral is appropriate, you may contact the Student Care and Support team by email to discuss the situation. A Care and Support Manager can provide guidance and coaching on how to approach or respond to a student of concern.
Crisis and Urgent Support
The Student Care and Support Team does not provide crisis intervention or emergency mental health support. If there is an immediate concern for a student’s safety or well-being, emergency procedures should be followed.
- On Campus: Call Campus Safety Services at 613-520-4444
- Off Campus (in Ottawa): Call 9-1-1 and provide the information. Alternatively, you can call Campus Safety Services at 613-520-4444 for assistance
- Off Campus (outside of Ottawa): Contact Campus Safety Services at 613-520-4444. They can connect with the student’s next of kin or engage with the police service having jurisdiction in the student’s location for resources and support in that area.
Please note that in urgent situations, having another party involved may delay the response. In most cases, the Ottawa Police may need to hear from the person who is initially expressing the concern or reporting information rather than a second party.
Once immediate concerns have been addressed, faculty and staff should submit a Care Report so the Student Care and Support Team can provide follow-up and ongoing support.