Clients - Support Service
Question 1
I am not well and will not be able to attend my lecture/support session. What shall I do?
Answer 1
Contact Learner Support as soon as possible so that we can try to contact your support worker.
It is not usual procedure to attend lectures on behalf of a student, however in cases of illness we will usually say that it is ok to do so.
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Clients
Question 2
My support worker is sometimes/always late for support sessions.
Answer 2
It is important to contact Learner Support for advice. We will discuss the issue, and may decide to offer the support session to another support worker.
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Clients
Question 3
My support worker did not attend the last support session.
Answer 3
Contact Learner Support as soon as possible.
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Clients
Question 4
What should I do if my support requirements change?
Answer 4
If you no longer need the services you have been provided with, or you need different support you should contact the Disability Adviser at your university, or your Access to Work adviser if you are in employment.
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Clients - Equipment
Question 5
My funding body/education authority has given me permission to order my equipment. What shall I do? Will Learner Support already have information about delivering to me?
Answer 5
Learner Support does not usually hear directly from your funding body or education authority so we do not know that you have got permission to go ahead. We need to see a copy of the letter you have received. Please send a copy to us, or fax it to us on 0800 0830841 (free fax number).
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Clients
Question 6
When will you deliver the equipment?
Answer 6
We aim to deliver all hardware and software within 7 days of confirmation of your funding. One of our engineers will deliver and set up your equipment. We will arrange a convenient time for you.
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Support Workers
Question 1
When will I get paid?
Answer 1
Learner Support pays workers monthly, on the last day of the month. For payment at the end of a month, timesheets have to be submitted by a particular date each month. A list of dates is available from us.
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Support Workers
Question 2
I am not well and will not be able to support my client. What shall I do?
Answer 2
Contact Learner Support as soon as possible so that we can try to obtain cover for your client's support.
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Support Workers
Question 3
I am a notetaker. I usually accompany a student, however they are not well and will be not attending. Can I still take notes in the lecture?
Answer 3
Contact Learner Support for advice.
It is not usual procedure to attend lectures on behalf of a student, however in cases of illness we will usually say that it is ok to do so.
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Support Workers
Question 4
My client is sometimes/always late for support sessions. How long should I wait?
Answer 4
You should wait for 15 minutes. You are then entitled to claim for one hour's support. You should then contact Learner Support for advice.
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Support Workers
Question 5
My client has not attended the last three support sessions. Should I continue to try to provide support?
Answer 5
Do not continue, as the client's funding may be withdrawn because of regularly missed sessions. Contact Learner Support immediately.
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Support Workers
Question 6
Will I be paid holiday pay?
Answer 6
Each time you are paid you will also receive a top-up payment, which is an advance payment of holiday pay. Please ring us if you like us to explain the details of how this is calculated.
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Support Workers
Question 7
If I am ill, will I be entitled to Statutory Sick Pay?
Answer 7
Agency workers who have to pay Class 1 National Insurance Contributions are entitled to Statutory Sick Pay (SSP). Entitlement will depend on whether or not you are working on an assignment when you fall sick. If you are, then you may be entitled to SSP. There are a number of eligibility rules relating to SSP. You should contact us as soon as possible to discuss these with us.
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