Service Level Agreement

Clear Links Support Ltd

Aims:

To work within the appropriate legal requirements (eg the Disability Discrimination Act)
To work within employment regulations relating to support work
To work within the QAG Service Level Agreement requirements
To work closely with the support office/service/team of each university/organisation within the support procedures specific to each partner university/organisation
To provide a high quality support work service for service users, responding promptly and efficiently
To oversee the support workers, meeting their requirements, managing their duties and responsibilities
To ensure that support workers provided are suitable for their roles
To provide high quality computer equipment, hardware, software, enabling technology and a first rate maintenance and support service

Is committed to:

Delivering a professional, reliable and friendly service.
Being flexible and understanding in providing an individually tailored service to our customers
Treating all customers fairly, striving to ensure a comprehensive service is provided to all
Integrity in all our business contacts and transactions
Offer advice and guidance to individuals within the client groups in order to empower them to take full advantage of it
Make every effort to respond accurately to enquiries or, when necessary, direct customers to alternative contacts, information or resources
Ensure efficient operating systems are in place
Maintain and update internal information regularly
Keep all parties up-to-date with any relevant changes to our procedures or services
Regularly monitor our service and performance by welcoming customer feedback and considering any suggestions for development

To inform Clear Links Support Ltd of the requirements of support users and provide all necessary documentation and relevant information in reasonable time to allow suitable provision of support
The receipt of a Clear Links Support Ltd ‘Client Referral Form’ from the university indicates that the Disability Service has undertaken checks to ensure the support requested will be funded either through Disabled Student Allowance or other appropriate means
To maintain contact with Clear Links Support Ltd to ensure ongoing service satisfaction
To maintain a professional working relationship at all times with other service users and Clear Links Support Ltd
To give as much notice as possible to relevant parties if there is a change in meeting arrangements or there is a cancellation
To notify Clear Links Support Ltd of issues, as appropriate
To attend appointments promptly
To use DSA funding solely for the purpose for which it is intended
To treat Clear Links Support Ltd with courtesy and accept that we, as a provider, will reserve the right to refuse to work with those clients, customers or workers demonstrating inappropriate behaviour