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Service Provider Training



Perhaps the most important procedure to cover is client confidentiality.  Please be aware at all times that information related to your client and his/her disability must remain confidential.  Keep in mind that you are going to be working with students who have a variety of disabilities.  Not everyone you work with is going to have an apparent disability.  Confidentiality is something that we don't really have a choice about. It's not an option for us as to whether or not we maintain confidentiality or respect a person's right to privacy when it comes to their disability. 

We recommend that you discuss confidentiality with the client and his/her preferences which may include your seating arrangements during class, a meeting location for receiving notes and contacting the client via email/telephone. 

Please keep confidentiality in mind when you make your initial contact with the student.  Most often when you contact the client you will be forwarded to an answering machine/voice mail or sometimes a roommate.  If this occurs simply leave your name and number for the client to return your call.  Please do not give information about the assignment, your employment with Disability Services or any information that would identify the client as someone with a disability. 

If you arrive for your assignment and the instructor or exam proctor asks you the name of the student you are working with, you can give that person the information.  You want to disclose this information very discreetly so you do not identify the student to anyone else in the class.  It is helpful to make arrangements to meet with the instructor before class time. 

If a classmate is curious about your purpose for being in that class, you may tell them that you are a service provider but you can not disclose to them who you are providing services for or any additional information about your assignment.

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Receiving Assignments

A new Service Provider Application Service Provider Application is required each semester.  This form is used to request hours for the semester and give us your current contact information and class schedule; it is not an application for employment.   You will not be required to go through the interview/evaluation process again unless you are requesting work in a service area for which you haven't been previously qualified.  If you are interested in applying for an additional service provider position please let our office know.  The form should be returned to the DS office as soon as you are confident in your schedule.

Once your Service Provider Application is turned in, we will match you to assignments as they are available.  Please be patient, we will contact you if we have an assignment available.  When we contact you with an assignment, you are not required to accept it if it doesn’t work well with your schedule.  When you accept an assignment we expect you to perform it until you notify us that you need to discontinue and give us time to assign a replacement.  We do our best to match you with classes and clients where you will be successful.  Be sure to write down the assignment - days, times, class, building and room, student name, phone number, and instructor name. 

Take the initiative in meeting the client.   Arrange for a confidential meeting prior to the first class.  Often this can be done immediately before the class.  Discuss confidentiality, the client’s expectations and any special needs (ex. style of note taking, ink colors, or special paper).  Talk about the client's schedule and when the service will be provided or delivered.

It is also a good idea to meet the instructor prior to beginning the assignment so that they will know who you are and why you're in the classroom.  It also helps the confidentiality goal to talk to the instructor outside of class.

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Good communication is necessary for maintaining our services.  It is very important to keep us posted on changes in your schedule (class or outside of class), address, phone number/email, and building/room number of an assignment.  All of these things are very important for receiving assignments. 

If you are not going to be able to be in attendance for a scheduled assignment, please contact Disability Services as soon as you become aware of this conflict.  You may contact DS by phone, in person, email or by completing the online Request for Substitute. DS will find a replacement/substitute for you.  Never take it upon yourself to find your own sub and never “skip” the assignment.  The client is relying on your assistance and dependability on your part is a must.

The client also has responsibilities for communication and attendance.  If the client is not going to be able to attend class they should contact DS and/or the service provider to inform them.  Unfortunately this procedure isn’t always followed.  In the event that your client doesn’t show up for class and doesn’t notify you, please wait 15 minutes.  If the client does not arrive during this time, you may leave the class.  Please communicate this absence to us by completing the required No-Show Form on the same day as the absence; you may do this in person or by completing the online form.  If you are not able to turn the form in, please contact DS and we will complete one for you.  It is very important for our office to be aware of such absences; there may be situations with the client that you are not aware of and it is important that we check in with them regarding their absence. 

Communication between you and the client is also very important.  When given an assignment, you need to discuss with the client any special needs that they may have (ex. structure of notes, handwriting, paper, and pen).  Check with the student frequently to find out if the you are meeting their needs.  Initiating this communication should make the client feel more at ease if they are having difficulty with the services. 

If a problem develops with the client and/or class, please let us know.  Don't try to cover it up.  Sometimes there is friction between client and provider based on preferences or personalities that are not the fault of either but may require reassignment.  Please do not hesitate to contact us.

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Professionalism / Responsibilities

The service you provide is extremely important to your client.   As a part time worker, some providers do not always consider the importance of what they do and may not always conduct themselves professionally.   Don't fall into that trap.   Please remember that you are an extension of Disability Services and your conduct reflects upon our office and how it is perceived by others.  Know your responsibilities and perform them in a mature and competent manner. 

Service Providers should not participate in classes.  You should be as transparent as possible.   Occasionally, it may be necessary to raise your hand and ask for clarification on a point.   But you should not participate in class discussions, answer questions or assist the client in doing anything beyond your assignment.   Discussions with the client should not take place during class.   Let us know about any problems with the client. 

All electronic devices shall be turned off and put away before entering the classroom or assignment location (i.e. cell phones, pagers, portable audio players, etc.)  Use of such devices while on assignment is considered disrespectful and disruptive to the learning environment.

Service Providers should also refrain from reviewing any study and/or reading materials during an assignment (i.e. personal study guides, newspapers, grocery lists, magazines, etc.)  It is not possible to review personal material while fully concentrating on the information provided during lecture.  Please remember that the client is depending on you to record lecture material, therefore, your utmost attention is required.

Service Providers should not provide additional assistance to the student.  Be aware of your scope of employment and understand that you are there to perform the assigned task, nothing beyond that.  If you are a note taker, you are not required to tutor the student after class.  Your job ends when you hand over those notes.  If you are an exam reader, you should not give assistance with interpreting the information on the exam.  If the student has questions regarding the format, content, and/or vocabulary on that exam, these questions must be forwarded to the instructor or exam proctor.

Service Providers should not perform an assignment in the absence of the student.  If you are a note taker and your client does not show up for class, you do not need to provide them with a copy of the notes.  If the client asks for your services in their absence, please contact DS regarding their request.

Clients have the responsibility of actively participating in the class.  This means they should be awake and attentive.  If you are a note taker and you notice the client is sleeping or actively engaging in activities not related to class, we request that you stop taking notes.  Please log the time and purpose for no notes (ex. 9:45 a.m. – Student Sleeping).  If/when the student becomes attentive, please log the time and resume taking notes.

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Getting Paid

In order to receive payment for your services, it is required that you complete a Time Sheet.  The time sheet needs to be filled out completely, signed by you and the client, and turned in by the scheduled Due Date.  Payment is received on the 1st and 15th of each month; if these days are a weekend or holiday, payment will be issued on the next business day.  The university requests that all employees use direct deposit; you may make these arrangements by completing a Direct Deposit Authorization Form and returning it to the Business Office.  Prior to setting up direct deposit, initial checks must be picked up at the Business Office windows; you will need your picture ID.  Paychecks are one pay period behind to allow processing time.

In order to accurately report the number of service hours used per client, it is imperative that we receive your time sheets by the scheduled due date. 

Fill out a separate time sheet for each client served and each job performed (ex. Client Billy Bob for Note taker; separate time sheet for Billy Bob for Interpreter.)

Complete one time sheet for each two week pay period.  If you do not work within a pay period, you do not need to complete a time sheet.

Remember that time is recorded as quarters of an hour (ex. 1 hour 15 minutes = 1.25).  MWF 50 minute classes are logged as 1 hour and MW/TR classes are 1.25 hours.  Please do not hesitate to contact DS if you are unsure of how to log your time.

Remember that you are always paid for the full length of the scheduled assignment.  If the assignment does not take as long as estimated, (class lets out early, or the student / instructor does not show up) you will count the full assigned time on your time sheet.

Remember that any cancellations of assignment that you are notified of in advance (prior to assignment time) should not be counted on a time sheet.

Please do your best to have each client sign your time sheet prior to turning in to DS.  If you do not have the signature, please turn the time sheet in on time and ask the client to stop by the office to sign.  Please do not sign the clients name for them unless authorized by the department.


Upon Completion of the Service Provider Training, take the Training Quiz.

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