Universities are communities built on respect, inclusion, and equity. However, prejudiced abuse - whether racist, anti-trans, misogynist, ableist, or otherwise - still occurs in online and in-person spaces. When a student or ambassador receives such abuse, the impact can be immediate and long-lasting: affecting wellbeing, sense of belonging, and engagement with university life.
For University Admins, responding promptly and compassionately is not only a duty of care but also a signal to the wider student community that prejudice will not be tolerated.
1. Responding Immediately
Acknowledge the harm
Begin with empathy: affirm that the abuse they experienced is unacceptable and not their fault.
Avoid minimising language (“don’t take it personally”) - instead validate their feelings.
Ensure safety
If abuse is ongoing (e.g., live chat, event, or social media platform), help the student disengage and block the perpetrator.
Capture evidence (screenshots, message logs) where possible, in line with institutional policies and privacy law.
2. Providing Support
Emotional support
Offer a clear pathway to pastoral or wellbeing services.
Remind students that specialist services are available (e.g., counselling, harassment support, cultural or LGBTQ+ centres).
Practical support
For Ambassadors, emphasise they are not expected to handle abusive behaviour alone.
Reassure them that their role is to connect with prospective students, not to absorb abuse, and that the institution will intervene.
3. Escalation and Reporting
Internal reporting
Encourage and assist the student in filing a formal report through your university’s harassment or dignity at study/work process.
Ensure they understand their options - formal complaint, informal resolution, or no further action - so they remain in control of the process.
Platform reporting
On platforms like Unibuddy Chat, instruct Ambassadors to:
End the conversation and flag the incident.
Reporting will automatically forward abusive messages to their Admin contact.
Allow Admins to review and, if appropriate, escalate to Unibuddy’s trust & safety mechanisms.
External reporting
In cases where abuse may constitute a criminal offence (threats, harassment, hate speech), advise the student of their right to contact the police. Offer institutional support in doing so if they wish.
4. Building a Culture of Inclusion
Training
Equip Ambassadors with training on handling inappropriate or abusive interactions: how to recognise abuse, what to do in the moment, and where to escalate.
Train Admins on trauma-informed responses - listening without judgment, prioritising safety, and avoiding re-traumatisation.
Policy clarity
Publicise a zero-tolerance stance on prejudice across digital and in-person spaces.
Make sure community guidelines are accessible, so prospective students and community members know the standards expected.
Proactive monitoring
Regularly review reports and feedback from Ambassadors and students to identify patterns.
Address repeated or systemic issues by adjusting moderation practices or liaising with University safeguarding teams.
5. Communicating With Impact
How you respond sends a message to both the affected student and the wider community:
To the student/ambassador: “We hear you, we believe you, and your wellbeing matters.”
To the wider community: “Prejudice has no place here. We will act to ensure respectful, safe spaces for all.”
Example Messaging for Admins to Affected Ambassadors
“We’re sorry you had this experience. You did the right thing by reporting it, and you are not expected to handle situations like this on your own. We’re here to support you, and we’ll escalate this so it’s addressed appropriately. Please let us know how we can support you further - whether that’s connecting with wellbeing services, adjusting your Ambassador duties, or just talking it through.”
Prejudiced abuse is more than an individual incident; it undermines trust and belonging. By responding with compassion, clarity, and consistency, University Admins can protect students and Ambassadors, reinforce community standards, and help ensure digital and physical university spaces remain inclusive, safe, and supportive.
Some Resources
Office for Students (OfS) Student guide to tackling harassment, hate and sexual misconduct.
Universities UK Guidance to support universities in tackling harassment and sexual misconduct.
Universities Scotland Tackling racial harassment in higher education.