Exam results day in Scotland has come around once again, with thousands of students awaiting results from 8am today. But there is a huge operation that goes into reaching the point where the results are ready to be sent out.
In May, the Scottish Qualifications Authority (SQA) begins recruiting and training volunteers from across the organisation to help with manning the phones on our candidate advice line - usually an extra 40-plus volunteers on top of our 15 full-time contact centre staff.
They’ll be responding to phone calls, emails and enquiries through the SQA website, Facebook and Twitter (contact details below). The helpline is there to help candidates with questions about the content of their Scottish Qualifications Certificate envelope they’ll be receiving today.
In 2017, the helpline opened at 8am on results day, and took calls through to the Friday - over 5,200 calls in all, and almost 4,000 on the first day alone. Students tended to be calling about not receiving their certificate (usually because of incorrect address details), not achieving the results they expected or about an issue with results being sent by text or email through the MySQA service. One common and easily resolved issue for SQA: candidates not realising their results email has been filtered as spam.
SQA’s customer service manager, Mary Donnelly, said: “I’ve found that volunteers from across the organisation get involved for a number of reasons, but primarily it’s a great opportunity to get involved and help candidates with their questions, and hopefully provide some reassurance and understanding to them and their families on what can often be a really emotional day.”
SQA exam results day: Weighing up your options
Skills Development Scotland (SDS) is also running a results helpline from 8am, which is the first port of call for candidates with questions about next steps in education, training or employment - ring 0808 100 8000.
James Russell, SDS director of career information, advice and guidance operations, said: “Our message for young people and their parents and carers as the results arrive is not to panic.
“Everything might seem overwhelming, but our experienced advisers and online services are there to help and have information on all the options and opportunities young people can consider. Lots of people don’t take a direct route to their chosen career - and our advisers are there to help you find your own route to get there.”
Joanna Murphy, chair of the National Parent Forum of Scotland, said: “Speaking from experience, I know that the exam results helpline offers young people and their parents and carers the chance to talk to someone who is impartial, which helps you to step back and take stock at what can be a stressful time.”
She added: “A calm conversation takes some of the heat out of the emotion of the day, and reminds young people no matter what results they achieve, there is always a way forward.”
Deputy first minister and education secretary John Swinney visited SDS helpline staff in Glasgow yesterday, and said: “I would like to wish everyone receiving their results the very best of luck and urge anyone who is unsure about their next steps to get in touch with the SDS exam helpline.”
For those who need to contact the SQA rather than the SDS, it’s helpful to have a note of the Scottish Candidate Number (SCN). It’s also worth noting that, unless there is expressed permission from a candidate, SQA staff are unable to talk to a parent, carer or any other third party about results. If, however, the parent and candidate are both on the phone, and the candidate gives the OK to do so, SQA is happy to discuss details with the parent.
If candidates haven’t received their results in any form, they should contact their school or college in the first instance, who should be able to help. If not, they should contact the SQA.
The SQA contact details are:
Complete enquiry form at this link: www.sqa.org.uk/candidate
Phone: 0345 279 1000
Facebook: facebook.com/ScottishQualificationsAuthority
Twitter: @sqasupport
