Frequently asked questions

 

Q: I do not know how to use the timesheet system, Opus. What do I do?

A: We recommend you read the Opus User Guide for students. 

 

Q: Do I get my Disabled Students’ Allowance if I am on my placement year?

A: This depends on the type of placement you do. It’s always best to check with your DSA provider to find out if you are eligible.

 

Q: Do I have to apply for DSA every year?

A: Only if your circumstances have changed (such as changing course, or mode of study) or you are studying a Post-graduate course.  If you are Post-graduate, you must apply for the DSA every year the course runs. If you do not do this, your support will stop. You can find DSA application forms from the SLC's DSA application forms page.

 

Q: I have a complaint, or praise, about the support I receive. Who should I tell?

A: As much as we try our best to provide excellent service, there are times where you may not be happy with some element of the support you have received. It's important for us to know so that we can improve our service. Also, if we are doing something well, we want to know so we can keep on doing it! For complaints or praise, please contact the Learning Support team.

 

Q: I am having issues with the timesheet system, Opus. What do I do?

A: If you have a technical issue with Opus, please let Learning Support know. We can try to solve the issue or, where we cannot, we can pass it on to Randstad for you.

 

Q: I cannot attend a session with my support worker. What do I do?

A: You must give 24 hours’ notice if you cannot attend. Contact your support worker directly and copy in Learning Support (learning.support@hud.ac.uk) if you are emailing.

 

Q: I have had my DSA assessment. When will I get support?

A: Unfortunately, you will have to wait until your DSA letter arrives from your funding body before any support can be put in place.

 

Q: I have been offered support but not had any contact from a support worker yet. Why is this?

A: During busy periods, there will be a waiting list for support.  You will have been informed in emails from Learning Support If this is the case.  Unfortunately, due to the way in which our support staff work, we cannot guarantee when they will have slots free. When a support worker becomes available, dependent on your position on the waiting list and availability, they may be able to accommodate you. You can check with Learning Support at any time about the progress of your support but we do ask that you wait at least 10 working days after your initial contact with us.  If you feel you are struggling and need support sooner, we advise you contact your Disability Adviser who may be able to offer suggestions whilst you wait.

 

Q: I want to change my support worker. What do I do?

A:  Tell Learning Support or your Disability Adviser immediately what the issue is. Where the reason is valid, we will look at changing your support worker for you. You must be prepared that, during busy times, you might be added to the waiting list and cannot guarantee you will be placed with a new support worker straight away.  If we believe that the issue can be easily resolved, we might ask how the situation can be made better before we change the support worker.  Sometimes the support worker might not be aware of the issue they are causing you and they can change the way they work to suit you.

 

Q: In which ways am I able to receive support from a mentor or tutor?

A: Mentors and tutors, under the conditions set by DSA funding bodies, are only able to offer face-to-face appointments or they can provide video call appointments if permission has been granted by the funding body.