Frequently Asked Questions
Support Workers
- Will I get work immediately after I complete a registration form?
- Will I need a CRB check?
- I am not well and will not be able to support my client/student. What shall I do?
- What should I do if a lecture is cancelled, and both myself and the student attended?
- My client/student is sometimes/always late for support sessions. How long should I wait?
- The student I am working with is ill and will not be attending the lecture. Should I still go to the lecture?
- My client has not attended support sessions which have been arranged. What should I do?
- What should I do if I cannot obtain a signature for a timesheet?
- I am a support worker and also a student at university, do I have to pay tax?
- When will I get paid?
- Will I be paid holiday pay?
- If I am ill, will I be entitled to Statutory Sick Pay?
Tutors
- Will a room be provided for me to carry out tuition?
- Do I get travel expenses?
- Who covers the cost of materials/paper/printing/ink etc?
Students/Clients
- How do I obtain a support worker?
- In my needs assessment I have been recommended support through Clear Links Support Ltd. What do I do next?
- Can I continue to work with the same support worker next year?
- Can I change my support worker?
- What should I do if my support requirements change?
- My support worker is sometimes/always late for support sessions.
- My support worker did not attend the last support session.
- I am not well and will not be able to attend my lecture/support session. What shall I do?
Educational establishment/university
- This University is interested in outsourcing part of the support worker service. Is this possible though your service?
- Is there any charge to the University in relation to using Clear Links Support Ltd to organise the support worker service?
Equipment
- My funding body/education authority has given me permission to order my equipment. What shall I do?
- When will you deliver the equipment?
- I have been recommended a desk top computer on my needs assessment but I would prefer a laptop. Is it possible to change?
- I have been recommended a computer in my needs assessment but I would like a higher specification. Is it possible to upgrade?
- I am an NHS funded student, I have received the money for my equipment, what do I do now?
Support Workers
Q: Will I get work immediately after I complete a registration form?
A: Not immediately. Your data will be placed on our database and your references will be taken up. We will then either arrange to meet you for a short face-to-face interview or tell you what documentation we need to complete the registration process. Once all procedures are fully completed you may be offered work as and when it arises.
A: Clear Links Support requires all workers to have a Clear Links enhanced CRB disclosure which has been issued within the last 36 months. Disclosures are arranged by Clear Links and are carried out by DDC, an umbrella body, and the cost will be met by Clear Links.
Q: I am not well and will not be able to support my client/student. What shall I do?
A: Contact Clear Links as soon as possible so that we can try to obtain cover for your client's/student's support. You may also wish to tell your client/student yourself.
Q: What should I do if a lecture is cancelled, and both myself and the student attended?
A: Contact Clear Links for advice.
Q: My client/student is sometimes/always late for support sessions. How long should I wait?
A: You should wait for 15 minutes. You are then entitled to claim for one hour's support. You should then contact Clear Links for advice.
Q: The student I am working with is ill and will not be attending the lecture. Should I still go to the lecture?
A: Contact Clear Links for advice. It is not usual procedure to attend lectures on behalf of a student, but may be permissible in certain situations.
Q: My client has not attended support sessions which have been arranged. What should I do?
A: Contact Clear Links immediately as the client's funding may be withdrawn because of missed sessions.
Q: What should I do if I cannot obtain a signature for a timesheet?
A: Inform Clear Links immediately. We will investigate the circumstances and endeavour to make arrangements acceptable to all parties concerned.
Q: I am a support worker and also a student at university, do I have to pay tax?
A: Nearly everyone who is resident in the UK, for tax purposes, receives a ‘Personal Allowance’ which is an amount of taxable income you’re allowed to earn or receive. If you earn more than this you will pay tax.
For more information go to: www.hmrc.gov.uk/incometax/personal-allow.htm or http://studenttaxadvice.direct.gov.uk/?page_id=24
A: Clear Links pays on a monthly basis. At the end of each calendar month, timesheets should be submitted for any work that has taken place within the calendar month only (e.g. 1st-31st October).
Timesheets should be posted to arrive at our office by the 5th of the following month (e.g. 5th November). If any timesheets arrive after this date, they will be processed the following month. If you have a completed timesheet before the end of the month you are encouraged to send these to us early.
The timesheets will then be processed and paid to the workers by the 20th of that month (e.g. 20th November).
IMPORTANT: Each payroll will process pay for work undertaken strictly within each calendar month. Any timesheet claims for work overlapping into the next month will not be accepted.
Q: Will I be paid holiday pay?
A: Each time you are paid you will also receive an amount which is payment of holiday entitlement. Please ring us if you like us to explain the details of how this is calculated.
Q: If I am ill, will I be entitled to Statutory Sick Pay?
A: 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.
Tutors
Q: Will a room be provided for me to carry out tuition?
A: No. Some institutions do have rooms that tutors or students can book. Most tutors however will be required to meet students at a mutually agreed location within the institution.
A: No.
Q: Who covers the cost of materials/paper/printing/ink etc?
A: Students should provide pen and paper for notetaking purposes. Tutors should provide teaching resources for study skills sessions.
Students/Clients
Q: How do I obtain a support worker?
A: If you are a dyslexic or disabled student on a Higher Education Institution course: contact the Student Support Services at your university who will explain how to arrange the needs assessment which is necessary for you to access Disabled Student Allowance. This allowance pays for the provision of the support. The university Support Service will also tell you the next steps, or ask you to contact Clear Links.
If you are a dyslexic or disabled person in employment: and require a support worker you will need to contact Access to Work to arrange an assessment of your needs. For more information visit:
http://www.direct.gov.uk/en/DisabledPeople/Employmentsupport/WorkSchemesAndProgrammes/DG_4000347
Q: In my needs assessment I have been recommended support through Clear Links Support Ltd. What do I do next?
A: You should ring Clear Links for guidance. We may have already received a referral from your university, or we may need to see some of your documents, for example evidence of funding approval from your funding body. We may also need to contact your University’s Student Support Service for further information.
Q: Can I continue to work with the same support worker next year?
A: If your support is funded for the next academic year and both you and your current support worker are in agreement, we will endeavour to continue with your current support requirements by matching you with the same worker. Constraints such as changes to your timetable or your support workers availability may mean this will not be possible.
Q: Can I change my support worker?
A: Yes. Contact Clear Links Support Ltd.
Q: What should I do if my support requirements change?
A: If you no longer need the services you have been provided with you should contact the Student Support Services at your university to let them know. You should also contact us so that we can suspend the support we have put in place.
If you need different support you should contact the Student Support Services at your university, or your Access to Work adviser if you are in employment.
Q: My support worker is sometimes/always late for support sessions.
A: It is important to contact Clear Links Support Ltd for advice. We will discuss the issue, and may decide to offer the support session to another support worker.
Q: My support worker did not attend the last support session.
A: Contact Clear Links Support Ltd straight away.
Q: I am not well and will not be able to attend my lecture/support session. What shall I do?
A: Contact Clear Links as soon as possible so that we can try to contact your support worker. It is not usual procedure to allow a support worker to attend a lecture if the student is not present. However, it may be permissible in certain situations.
Educational establishment/university
Q: This University is interested in outsourcing part of the support worker service. Is this possible though your service?
A: Clear Links Support Ltd provides a flexible and individually tailored support worker service for dyslexic and disabled people in education and in the workplace. Our role may involve:
- The recruitment of workers,
- Matching approved workers with clients,
- Payroll and Invoicing
Clear Links Support Ltd aims to listen, understand and respond to the individual requirements of our service users, customers and contacts.
Please contact us for more details.
Q: Is there any charge to the University in relation to using Clear Links Support Ltd to organise the support worker service?
A: There is no charge.
Equipment
Q: My funding body/education authority has given me permission to order my equipment. What shall I do?
A: Clear Links Support Ltd 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 and we need you to contact us. We need to see a copy of the letter you have received.
Please contact us for advice.
Q: When will you deliver the equipment?
A: We aim to deliver all hardware and software within 10 working 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.
Q: I have been recommended a desk top computer on my needs assessment but I would prefer a laptop. Is it possible to change?
A: Yes, it is possible to change as long as you are prepared to pay any upgrade cost yourself and provided the change does not compromise the original purpose of the computer in the needs assessment. If you would like to discuss any potential upgrades or changes please contact us.
Q: I have been recommended a computer in my needs assessment but I would like a higher specification. Is it possible to upgrade?
A: Yes, it is possible to upgrade as long as you are prepared to pay the upgrade cost yourself and provided the upgrade does not compromise the original purpose of the computer in the needs assessment. If you would like to discuss any potential upgrades please contact us.
Q: I am an NHS funded student, I have received the money for my equipment, what do I do now?
A: Before Clear Links Support Ltd can deliver your equipment you will need to pay Clear Links Support Ltd. You can pay by cheque or bank transfer. Please contact us to arrange the payment.
