Servisource Education Support Students Guide

Servisource Education Support provides appropriately qualified and experienced Educational Support Workers (ESW) to assist individual students with disabilities to equal access and participation during their studies in Further and Higher Education Colleges.

We provide Academic Personal Assistants (PA’s) and Note takers to students who have been allocated these supports by the Disability Office. We recruit, rigorously screen, obtain Garda Vetting and induct our ESWs before appointing them to work with individual students.

The type of support services provided are dependent on the needs of the individual students and are determined through the Needs Assessment process carried out by the Disability Office in Further and Higher Education Colleges.

Check out our FAQ section below for further information. If you have any questions please contact us on 1800 603 604 or email [email protected]

Servisource – Students FAQ’s

Who are Servisource?

Servisource Education Support provide a range of qualified and experienced Educational Support Workers (ESWs) to support students with disabilities to have equal access and participation in Further and Higher Education Colleges. We provide Academic Personal Assistants (PA’s) and Note takers to students who have been allocated these supports by the Disability Office. We recruit, rigorously screen, obtain Garda Vetting and induct our ESWs before appointing them to work with individual students.

What is expected of me?

Student with an Academic Personal Assistant(PA) are expected to:

  • Be respectful of Servisource Academic PA’s and work with them to ensure that their academic supports are provided in a timely and effective manner.
  • Provide academic timetables to Servisource as early as possible to allow sufficient time to source an Academic PA for required classes.
  • Inform Servisource immediately of any course changes/ change in requirements.  Delays in providing timetables/ notification of changes may result in a delay in providing the required support.
  • Ensure they have contact details for their Academic PA and agree when/ where to meet.  Inform the Academic PA and Servisource of any changes to contact details.
  • Provide a minimum of 1 weeks’ notice where possible to Servisource if unable to attend a session or if there is a change or cancellation to classes.
  • Attend all classes where the Academic PA is present.
  • Adhere to the guidelines for notetaking support if the Academic PA is also acting as a Notetaker.
  • Give constructive feedback to the Academic PA to ensure that the most beneficial service is provided.
  • Discuss first with the Academic PA if they are not satisfied with the support being delivered, and if it cannot be resolved, Servisource should be contacted.
  • Do not contacted the Academic PA outside the contracted hours unless in exceptional circumstances.

Student with Note Takers are expected to:

  • Notetaking services are provided on condition that students attend all classes.  Attendance is defined as being present for the entire session.  If the student does not attend, the Notetaker will forward the notes to Servisource and not the student.  In exceptional circumstances, such as absence from a course due to serious illness, a student may be permitted to receive lecture notes while absent.  This must be pre-approved by Servisource.
  • Provide a minimum of 1 weeks’ notice where possible to Servisource if unable to attend a session or if there is a change or cancellation to classes.
  • Provide feedback to the Notetaker on the style of notes (format and layout of notes, including font size, level of detail etc.) so the notes can be adjusted accordingly.
  • Do not ask the Notetaker to provide extra information, explanation, coaching or tutoring assistance.
  • Must not provide the notes for sale, as a favour or for free to any other person.
  • Advise the Notetaker if unsatisfied with the support being delivered.  If the issue remains unresolved, Servisource should be contacted.

Who do I contact in Servisource?

Contact details

You can contact your Education Support Team at the following details:

Servisource can be contacted on the phone from 7am to 11pm – 7 days a week

Academic Personal Assistant

What happens if my Academic PA is late or absent?

If your Academic PA is running late, they must notify you and Servisource. If the Academic PA is sick or unable to attend for any reason, Servisource  will contact you and keep you up to date with any changes to your support.

What if I am not satisfied with my Academic PA?

Occasionally, an Academic PA and Student match may not work out for a variety reasons.  The student should contact Servisource to have a conversation about the issues.  In this instance, Servisource will speak with the Academic PA to try to manage and or improve the situation.  Feedback will be requested from both parties on an ongoing basis until the issues are resolved.  In the event that they cannot be resolved, Servisource will look to replace the Academic PA.

How will Servisource contact me?

Your contact details will be sent to Servisource from the Disability Office. Initially, we will contact you to introduce you to the team.  Servisource will arrange an introductory meeting between you and the Academic PA. We will check in regularly to ensure all is going ok and that all parties are happy with the match. Servisource will contact you via your email address.  Servisource may also contact you via your mobile phone.  It is therefore important to remember that if your mobile phone changes, you must contact Servisource immediately.

How do I contact my Academic PA?

Prior to meeting your Academic PA, their details including their CV will be passed to you. After the initial meeting, we request you swap contact details and make arrangement in relation to where to meet going forward and the weeks ahead.

Discuss with your Academic PA your preferred method of contact and not to contact the Academic PA out of pre-arranged hours unless in exceptional circumstances.

Academic Note Takers

What will I do if I do not get my notes within the allocated timescale?

If you are not receiving your notes within 24 hours please contact Servisource so we can follow up with the Academic Note taker

What if I am not satisfied with my notes?

If you are not satisfied with the notes provided, firstly please liaise with your academic note taker to specify your requirements. If there is no resolution, please contact Servisource on the details below:

What do I do if my lecture location/time changes?

Please contact Servisource to advise of any changes to your lecture times and location. If Servisource need to replace your Academic Note taker due changes in your academic timetable, we will notify you as soon as possible. It is important to note that the student is responsible for communicating timetable and/or location changes as soon as possible to ensure that academic support is not affected.

How will Servisource contact me?

At the beginning of each semester, students are required to provide Servisource with their academic timetable. The College Disability Office provides Servisource with students email address and mobile phone numbers.  Please note that Servisource will use your college email address only.

How will I know who is taking my notes?

Servisource  will contact you to confirm who will be taking your notes and also  give you the Notetaker’s contact details.

Will my Academic Note taker sit beside me?

Academic Note takers are advised not to sit beside the students in the lecture unless requested by the student directly. For confidentiality reason, the note taker will not disclose who they are taking notes for in lectures.

Who do I contact if I am unable to attend University?

If you are unable to attend please notify Servisource as soon as possible so we can notify staff of any changes to their timetables.

Who do I contact if I am not satisfied with Servisource?

In the unlikely event that any issues experienced cannot be resolved directly with Servisource, please contact your assigned Disability Advisor. Servisource is committed to providing satisfaction and strives to resolve any issues immediately as and when they arise.

I feel I need more supports, what can I do?

If you feel you require additional supports please contact your assigned Disability Advisor to discuss this further.

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