Embed Size (px)
Citation preview
Targeted Support Services
Content1. Targeted Support Services2. Management structure3. DSA service areas4. Late applications5. DSA appeals procedure for partners6. DSA key contacts 7. GFD service areas8. GFD key contacts
April 19, 2023 v.1
What is Targeted Support Services?
In April 2014, the DSA service and Grants forDependants service (GFD) joined together to form TargetedSupport Services. Both areas provide specialist products to asubset of SFE customers and they share similar challenges andambitions.
The driver behind merging both areas is to increase our operationaldelivery capability. This will be especially important as SLC embarksupon a transformation programme to meet its vision of becoming adigital, customer focussed, centre of excellence.
April 19, 2023 1
Management structure of Targeted Support Services (Student Finance England)
April 19, 2023 2
DSA service areas
April 19, 2023 3
DSA Late Application Case Work
April 19, 2023 4
Due to the length of time the DSA Application and Needs Assessment process can take, students applying late in their final year may not receive their DSA support before the end of their course.
Rather than sending these students for a Needs Assessment, SFE will guide them directly to their university or college Disability Adviser, to get access to the support they need quickly.
We have assigned dedicated case-workers to manage and be a point of contact for all Late Application cases. The dedicated mailbox to use for all late applications matters is: [email protected]
We aim to respond to any emails that come into this inbox within 24hrs.
DSA – Appeals procedure for partners
Stage 1
If you are dissatisfied with the handling of a case then we want to hear about it. Most issues can be resolved quickly by contacting the specific member of our team dealing with the case. However, if you feel you are unable to resolve your concerns with our front line staff, you can ask for the case to be escalated.
Stage 2The case will then be referred to the appropriate Team Manager who will fully review the specifics of the case and will aim to respond back to you, where possible, within 24hrs.
In the event that you still remain dissatisfied with the outcome our Team Manager has provided, you can ask for this to be escalated again.
Stage 3 The case would then be referred to higher management for a final review and a response will be issued, where possible, within 24hrs.
The details of all cases that flow through our escalation procedures are captured and analysed through monthly internal quality forums. Any useful information feeds into our training and development plans.
April 19, 2023 5
DSA Operations – key contact details
April 19, 2023 6
Other useful contact details
DSA Response Team Line - 01325 215 194 (for all partners)[email protected] (for Needs Assessors)[email protected] (for disability practitioners at HEI’s)[email protected] (for all payment queries) [email protected] (to submit PGP encrypted NAR’s only)[email protected] (For Needs Assessors or Disability Advisors submitting information on late, final year applicants)
Supplier Invoice Team ManagersAlan Percival – 01325 215364Shaunn Arnott – 01325 215501Geraldine Trafford – 01325 215350
E-invoicing ManagerVicki Riley - 01325 215285
DSA Management teamTargeted Support Services ManagerAnthony Hill - 01325 215702
DSA Operation ManagersJoanne Thompson – 01325 215703Lesley Carey – 01325 215835Jayne Detchon – 01325 215727
DSA Stakeholder Consultant Graham Tranter - 07979 792 241
DSA Eligibility Team ManagersElaine Crook – 01325 215151Valerie Anderson – 01325 215423
DSA Quality & Development Team ManagerRebecca Potts – 01325 215393
DSA Response Team ManagerMatthew Goodall – 01325 215809
DSA Entitlement Team Managers
Amy Anderson – 01325 215501Julie Cummings – 01325 215708Jane Price – 01325 215053Martin Honeyman – 01325 215044Raj Singh – 01325 215257Jane Prior – 01325 215088
GFD service areas
April 19, 2023 7
GFD Operations – key contact details
April 19, 2023 8
Version Control
April 19, 2023
Date Version Updated by
05/06/2015 V1 A.Hedges
