Julia, v briefly, at UoP in Learning Development we have not determined or defined service level agreements, though we talk of possibly doing so. Our Careers Service have done so.
At UoP I guess the assumption is that because we have a Disability Assist Service and an LD service, the former offer additional support around learning (specialised appropriately), and the latter a rather more generic learning service. Based on this, LD offers a pretty much equal amount of time to any student. This varies, as some are much more keen to use us and return ... we allow a certain flexibility in this way.
John
-----Original Message-----
From: learning development in higher education network [mailto:[log in to unmask]] On Behalf Of Julia Braham
Sent: 07 July 2008 10:26
To: [log in to unmask]
Subject: Service level agreements and students with disabilites
I know from previous postings that many of our student facing services
have what can losely be described as a service level agreement. Something
which helps us establish boundaries with students and agree expectations.
We have a similar policy here at the Skills Centre at Leeds, but have
recently been working with a student with cerebral palsy and this has
raised questions which we hadn't thought of when writing out our SLA.
How have other services accommodated the needs of students with
disabilites in their 'entitlement'. Have people included a paragrah
offering 'x' number of additional sessions, irrespective of disability - a
kind of one offer catches all? Have people considered the specific nature
of the disabilty and used that to work out a particular package of
support? Do most services feel it is inappropriate to consider how we work
with students with disabilites in such a formulaic way, but if so , how do
you provide a service that is fair to all (other students and advisers?)
any thoughts would be welcome as I would like to revise our policies and
ways of working over the summer.
|