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Disabled Student Allowances
Student Finance England
What we will cover today
• Our Product
• Our Students
• Our Department
• Our Applications
• Case Study:
Application Process
Needs Assessment
Entitlement Process
Payments
• Response Team
• Our Achievements
• 2017 Changes
• Consent To Share
Our Product
Disabled Student
Allowance
(DSA)
Grant
Non Income Assessed
Full Time & Part Time
Undergraduate & Postgraduate
Equality Act
9 Month Time Limit
Previous Study ELQ
Our Students – AY 15/16
10566
15411
Gender
Male Female
18604
2055
5304
Mode of Study
Full-TimePart-TimePostgraduate
Our Department
Service Manager
4 Operations Managers
Continuous
Improvement
Manager
Stakeholder
Consultant
14 Team Managers + 4 Developing Team Managers
3 Improvement
Specialists
Our Department
48 Administration Assistants •Process 3rd party invoices
• Handle aged debt queries
• Handle payment reporting
48 Assessors • Review applications
•Review medical evidence
• Process student claims
•6 staff DSA Response Line
110 Officers •Review Needs Assessments
•Handle Emails
•2 Act as Trainers
•27 Act as QA
•2 roll into CIT
• 3 Act as Investigators
•2 Act as Report Analysts
•6 Act as Taxi Account Managers
Our Applications
0
10000
20000
30000
40000
50000
60000
70000
80000
2011/12 2012/13 2013/14 2014/15 2015/16 2016/17
No
of
app
licat
ion
s re
c'd
Academic year
DSA applications rec'd by academic year
Our Applications
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
10000
Nu
mb
er
of
ite
ms
Academic year 15/16
DSA1 Rec'd
NAR Rec'd
Fictional Case Study - Hector
•University of Hedges
•Full-time Undergraduate
•Studying Business Management
•Diagnosis of Dyslexia and Arthritis
•Struggled during the first term of
course
Our Process - Application
Our Process - Entitlement
Non-Medical Help
• Specialist 1-2-1 Study Skills
• Assistive Technology Support
• Specialist Mentor
• British Sign Language Interpreters
Equipment
• Assistive Software
• Ergonomic Equipment
• Audio Capture Equipment
• Radio Aids
Travel
• Reimbursement for Occasional Travel
• Taxi Account for Frequent Travel
• Millage Reimbursement
General
• Consumables (paper, ink)
• Cost of Study Needs Assessment
Our Process – Payments – Invoices
Invoices
Process 320,000
£138 million paid in 2015
10% Queried
68% NMH
10% Equipment
10% GA
4% Travel
0.3% Payment Errors
Aim to review within 20
Working Days
Only items agreed on the DSA2 can be paid
for.
Invoices are usually paid out of the academic
year in which the support was received.
Invoices are either sent to us via post (70%) or
via our e-invoicing system (30%).
Our process – Payments – claims
Photocopying
Printer Consumables
Equipment Non
Medical Help
Colour Sensitivity
Accommodation
Mileage Claims
Taxi Receipts
Types of Claim:
All student claims must be submitted with an itemised
and dated receipt to show proof of purchase.
Only items agreed on the DSA2 can be reimbursed.
Items may be purchased before the start of the AY
providing all other reimbursement rules are met.
Claims are usually paid out of the academic year in which
the receipts are dated.
Response Team
0
1000
2000
3000
4000
5000
6000
7000
Number of calls made to the Response Team
95.50
96.00
96.50
97.00
97.50
98.00
Jan-1
6
Feb-1
6
Mar-
16
Apr-
16
May-1
6
Jun-1
6
Jul-16
Aug-1
6
Sep-1
6
Oct-
16
Nov-1
6
Dec-1
6
% of calls handled by the Response Team
Our Achievements Working Reports from our Inbox
Voice of the customer - (56%) indicate the time taken to process the DSA
application (end to end) is reason for dissatisfaction.
“The process took far too long. I applied in aug and didn't receive my
equipment till feb”
“It is a long winded application. It takes a
lot of time and is very complicated,
especially for a dyslexic student! There was a lot to
sort and organise and the different
companies or people who work within that process make it hard to know who to call for some help along
the way”
“Applied in Mid 2015 for starting in October 2015. Order was not processed
until Mid-Feb 2016. Considering most of the
support was designed to help settle into Uni, this poor
response is a failure on SFE's part. I'm halfway through the
year and haven't received anything yet”
Driver of dissatisfaction Percentage
Processing time 56%
Our Achievements Needs Assessment Report Template
•More accurate when processing
•Fair - same information for all students
•Enables external reporting
•Enables the assessment of any impact due to changes
Consistency
•Reduction in errors
•Less complaints
•Shorter processing time - staff know exactly where to find the information
•Reduction in text making the report more 'reader friendly'
Customer Experience
2017 Changes
• Armed Forces – Any serving personnel or family members will now be
eligible for DSA support.
• NHS - New students on most Nursing, Midwifery and allied health
professions (AHP) courses from 1st August 2017 will have their funding
provided by SFE and they will be eligible for DSA support.
Consent to share
• This is obtained from students on their DSA1 application form (both DSA1F and DSA1SL) or
via a separate CTS form.
• It relates only to sharing information regarding a student’s DSA application.
• The DSA team can be contacted by third parties by email and over the phone.
Before 2016/17 2016/17 onwards
Consent to Share
DSA Team
• DSA CtS is obtained from students on their DSA1 application form or via a separate CtS form • It relates only to sharing information regarding a student’s DSA application • 3 options for CtS: Disability Service at HEP/LP, DSA Needs Assessor & DSA Suppliers • The DSA team can be contacted by third parties by email and over the phone: Contact number: 01325 215 194 Email: disability_adviser@slc.co.uk
Customer Contact Centre
• Customer Specific queries
• CtS can be set up for a third party to access
and discuss account
• Simplified CtS process for HEP/LP; 4 quick
and easy questions
Partner Services Support Desk • There is no CtS option on these lines • Business to Business and Advanced Learner Loans lines, we can provide high level information to the HEP's/LP's • If the query is student specific, the HEP/LP should call the Customer Contact Centre
Contact details - phone
Students can get advice on their DSA by contacting the standard phone line.
IVR option for students to speak to specially trained advisors supported by
members of the DSA Team.
Student contact number: 0300 100 0607
Stakeholders can contact the DSA Team through our dedicated line.
The line is open from 09:30 – 16:30
Contact number: 01325 215 194
(Please do not provide this number to students or their sponsors)
Contact details - email
We have 6 dedicated email addresses for contacting the DSA Team, each is
worked by specialist staff with the skill set to answer the queries.
Disability Advisers - disability_adviser@slc.co.uk
Needs Assessors - access_centre@slc.co.uk
Suppliers / Providers - invoice_team@slc.co.uk
Students - dsa_team@slc.co.uk
PGP reports - needs_assessment_reports@slc.co.uk
Late Application requests - dsa_late_apps@slc.co.uk
We answer approximately 100,000 emails every year.
Resources
Additional information about DSA can be found at:
http://www.practitioners.slc.co.uk/products/disabled-students-
allowances/dsas-updates-for-practitioners.aspx
This site gives information about current processing times, has
factsheets on aspects of DSA, copies of our forms and
provides links to policy documents.
Amy Hedges
DSA Improvement Specialist
amy_hedges@slc.co.uk
01325 215 147
Emma Wright
DSA Officer
emma_wright@slc.co.uk
01325 215 147
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