External NMH suppliers

Service Level Agreement

1. Statement

University of Derby is committed to ensuring that all students have as equitable an academic experience as possible, and therefore endeavours to work with disabled students to support them during their time on campus. 

In line with the Equality Act 2010 (England, Wales and Scotland) and the Disability Discrimination Act (Northern Ireland), the University of Derby Disabilities Services will work with disabled students to identify support needs and make reasonable adjustments in order to provide a safe and welcoming environment, in which access to study facilities and student programmes & services is equal for all. 

2. Introduction

The University of Derby is keen to establish a professional relationship with any external Non-Medical Help (NMH) provider(s) recommended as part of students’ Disabled Students’ Allowance (DSA). This is to ensure that a consistency of service, of student experience and a similar quality of provision exist, whether the NMH support is delivered by the University or by an external provider. 

NMH providers operate independently of the University and the University has no obligation to supervise, monitor or pay for the NMH services provided. This Service Level Agreement therefore sets out that consistency and quality of service are paramount and explains the terms of the relationship between the external NMH provider(s) and the University.

To guarantee our students’ security, safeguarding and for quality assurance reasons, external NMH providers will not be able to access our University of Derby sites and campuses unless an agreement has been signed by external suppliers: https://forms.office.com/e/WPnnsnqK8a 

Providers of NMH support must adhere to the Quality Assurance Framework (QAF) standards and only provide the support outlined in the students' DSA2. If the student requires amendments to their support provision, please contact the Disability team on disabilityteam@derby.ac.uk  

3. Initial Contact

Students will receive a DSA2 letter from Student Finance England (SFE) or other funding body confirming the provider for different NMH services. When the Disability Services team receives a copy of the DSA2 letter, they will email the student to encourage them to book their support whether this is to be delivered by the University or by an external NMH provider.  

To ensure a multi-agency approach to supporting our students, we encourage external NMH providers to link in with their students’ Disability Advisors. To contact a students’ Disability Advisor, please email disabilityteam@ac.uk.  

All communication with students will only be via a student’s University of Derby email address.  

4. Access for Support Workers

4.1 Code of Conduct

By signing this agreement, the external provider confirms that: 

• The provider is DSA-OAG registered. 
• The service they are providing to students adheres to the requirements set out in the DSA-QAF
• The support workers delivering the support will be suitably qualified and experienced, will have received appropriate training and would have undergone the necessary DBS checks.
• They will comply with the University of Derby’s Code of Conduct statement for visitors

External Support Workers are visitors to the University of Derby and as such are not entitled to the same permits, rights and access as staff employed or directed engaged by the University. As a result, we cannot provide staff parking, access to Blackboard, credentials for our systems or staff ID cards. The University has no responsibility to provide teaching materials for External Support Workers. Instead, the External Support Worker should contact the student to ensure they have the relevant materials to uphold their responsibilities.  

More information on accessing the University’s Visitor WiFi can be found on the IT Services webpage. 

The University of Derby operates a closed campus model to ensure the safety of its students. All External Support Workers are therefore required to sign in as a visitor at Main Reception with evidence (ID badge) of the external NMH provider they are working for and wear a visitor badge at all times on campus. Support Workers will be asked to provide evidence of a booked appointment with a University of Derby student at Main Reception. 

4.2 Car Parking

Due to the location of our site's car parking is extremely limited. Support Workers are encouraged to use public transport to access our University of Derby campuses. The University of Derby will not pay for any travel expenses. Car parking facilities are not available to external Support Workers, but blue badge holders may park on site by contacting Estates on estatesservicecentre@derby.ac.uk. More information on travel to our sites can be found on our Travelling to our Derby Campus webpages.

4.3 Locations for delivering support

DSA-QAF standard 2.4, support providers are required to ensure that support is delivered in a comfortable and confidential space, taking into account the student’s disability and on a 1:1 basis. 

We do not consider public spaces such as cafes or the Atrium area etc appropriate locations of the delivery of such support and will permit this only if the student agrees and comfortable.

4.4 Booking a room

Due to limited resources, we do not have any bookable rooms for external providers. In addition to this we cannot book private library rooms, classrooms, or offices. Students may have access to private bookable spaces, and this will be a discussion between the student and support provider(s).

4.5 Access to facilities 

As highlighted in 4.1 support workers will not be provided with any access to university systems. The University will also not be responsible for the provision of teaching materials, Blackboard, Library Search or printing/scanning facilities. All teaching materials required will be provided by the student in advance. No payment will be made for personal expenses, including printing/scanning. 

5. Communications

5.1 General

The Student Support Manager in Student Services (nmh@derby.ac.uk) is the dedicated point of contact for external NMH suppliers. 

The University of Derby expects all support providers to operate within the DSA QAF. In line with this we expect support providers to:

• Inform the University if supplying support to our students. 
• Ensure that student data is only be shared with the consent from the student.
• Notify the University of the named contact within the organisation (including contact details) with whom we can liaise about any student support queries or concerns raised about student support. 
• Ensure support is in place before commencing sessions with a student and monitor closely the use of allocated to ensure that students do not run out of funding. 
• Arrange a suitable location for the support session to take place. 
• Act within the boundaries of DSA-QAF and do not act as an advocate for the student or counsellor. Support should focus on enabling the student to access their academic studies and should not involve contacting academic teams. If further support is required, please signpost the student to the Disability Services via disabilityeam@derby.ac.uk 
• Contact the Disability team on disabilityteam@derby.ac.uk immediately if any concerns arise relating to the support, welfare, safety, security or academic progression. 
• Contact nmh@derby.ac.uk immediately if a student is likely to exhaust or exceed their DSA funding to enable the University to communicate a contingency. This contingency will not include automatic continuation with the same supplier and may require the student to change supplier.
• Provide a monthly summary report to nmh@derby.ac.uk or dashboard overview for each student receiving support. This report must include:

1. Name of student(s) and CRN number
2. Name of Support Worker(s)
3. Date of which support commenced
4. Number of sessions to be delivered in the DSA term and total for the year to date 
5. Invoiced amount (if relevant)
6. A note of any issues that the University needs to be aware of or a follow-up

5.2 Communications relating to student non-attendance or engagement

University of Derby expects that support providers will ensure that individual students understand and comply with their funding authorities’ policies regarding missed sessions and non-attendance.

The support provider is expected to ensure that students are aware that their support could be withdrawn or suspended by the support provider in the event of repeated missed sessions. University of Derby will not be responsible for providing or funding its continuation unless by strict prior agreement. If you have any concerns about a students’ wellbeing due to missed sessions, please follow the safeguarding procedure.

It is the student’s responsibility to contact you to organise their support if you are the recommended supplier, it is also the student’s responsibility to cancel their support outside of the funding available to them.

The support provider is aware and agrees that University of Derby and the Student Support team will not pay for sessions that cannot be claimed from the funding body by the support provider due to cancelled lectures/sessions by university staff unless by strict prior agreement. The contract in relation to funding is between the funding body and the support provider therefore all costs linked to the services being provided by the support provider need to be claimed from the appropriate funding body. 

6. Health and Safety

The University of Derby requires the Support Worker or organisation to follow the Safeguarding and Health and Safety policies and procedures to ensure the health, safety and wellbeing of our students. The University will withdraw the Support Worker or organisation’s access to the premise with immediate effect if there are any safeguarding concerns and/or if the Support Worker fails to adhere to the requirements in this document.

University of Derby expects the Support Worker or organisation to alert the Student Support team to any issue which may present a risk to the health, safety and wellbeing of the student being supported or could be deemed a risk to others. The Student Support team will notify the support provider in this instance.

The University of Derby insists that all External Support Workers:

• Sign in at reception at all sites and MUST wear the visitor badge at all times.
• Be aware of the Universities fire procedures, including the nearest exit routes and assembly points at each campus. Please request a copy of a PEEP (Personal Emergency Evacuation Plan) from the student, if appropriate. 
• Report any accidents or emergency situations to Security. If you require emergency assistance or first aid, please call Security on 01332 597777. More information on Security can be found on our Estate Management webpages: Security - Estate Management - University of Derby. 
• Follow all the appropriate advice and guidance, as provided by those responsible for evacuation and not attempt to re-enter the building until they are told to do so.
• Be equipped for the working environment and are aware of what to do in an emergency.  
• Will be given an induction regarding safety and provided with the required PPE (funded and provided by the support provider) if working in a high-risk environment such as a lab or workshop. 
• Be aware of the University of Derby’s policies and procedures (see section 7). 

7. General Provisions

This agreement is personal to you the provider. No assignment or subcontracting of this agreement or any of your rights or obligations under it, is permitted. 

This agreement does not constitute a contract of employment, nor does it (i) confer any employment rights upon you the provider; or (ii) obligate the University of Debry to provide you with any guarantees of minimum levels of support work or of support work of a particular type. 

8. University of Derby's relevant policies and procedures

• Student complaints policy
• Data protection policy
• Safeguarding policy
• Security information

9. Key contacts

Student Services

E: studentservices@derby.ac.uk 

T: 01332 593000

Student Support 

E: nmh@derby.ac.uk 

Disability Services

E: disabilityteam@derby.ac.uk