DSA Department Stucture 2013 - Practitioners - Student Loans ...

Eligibility, Payment and Quality and Development

The DSA Eligibility Team• The Eligibility Team is responsible for processing all DSA applications and disability evidence.• Over 50,000 DSA applications are expected to be received in the Academic year 2012/2013.• The team have a service level agreement to process DSA applications within 10 working days.Alan joined the SLC in June 2008 and has held TeamLeader positions in Assessment Services. He transferredto DSA as the Eligibility Team Leader in April 2012.Alan PercivalTeam LeaderTel 01325 215523Back Row l-r Michelle Murphy,Lindsey Storey, Clare Mulholland, Sarah Smith,Gary Coad, James Salmond, Lee Carlsen, Justin Basset, Gemma Rouse.Front Row l-r Marina Anderson, Nuala Smith, Philip Haigh, Mike Hellem,Emma Wood, Stephan Parkinson,

The DSA Student Claims Team• The Student Claims Team are responsible for ensuring that payments are made to the student in line withtheir agreed entitlement. Typically, claims handled within this team are in relation to support agreed from theTravel and General Allowances.• Over 55,000 claims are expected to be received in 2012/2013.• We aim to pay any claims within 20 working days.Brad joined the SLC from Tesco in May 2012 where heworked previously as a Warehouse Manager.Brad CheesebroughTeam LeaderTel 01325 215059Back Row l-r James Butlin, Leila Bouhanani, Adam Pickard,Mark Forster, Jamie Durant, Keith Maison,Front Row l-r Kerry Plunkett, Maria Robson, Steph Fodden,Ronnie Joyeux, Brian Bell

The DSA Invoice TeamsShaunn joined the SLC from Jewsons Building Merchantsin November 2008. He was asked to lead the Invoicebackshift function (4pm – Midnight) in June 2011.Shaunn ArnottTeam Leader (Back shift)Tel – 01325 215593Back Row l-r James Humphries, Anne Dodsworth, Adam Thompson,Stuart Atkinson, Filly-Mae Samms,Wayne Adams, James Stokell, Mitchell Brown,Front Row l-r Catherine Worth, Emma Wright, Lee Boston, DebbieThompson, Chris Sadd, Lynn Johnson, Jacqueline McConnell,James ReedBack Row l-r Anoop Ghundoo, Carol Scott, Phil Rowlinson, BenjaminHoward, Richard Cookson, Fraser Linsley,Danny SimcoxFront Row l-r Kim McFadyen ,Motalani Adenuga, Christopher Hall,Peter Large, Kelly-Anne Quin, Gaston Clark,

DSA Process ImprovementsMatthew began his career with the SLC in 2006. He initially worked onthe EU Processing Team as a Finance Assessor before moving to theDSA department in 2008.In 2010, Matthew became the department’s Quality Assurance Officerand he was responsible for establishing many new systems andprocesses.Matthew HallDSA officerMatthew is currently focussed on scoping developments andimprovement ideas that are generated through student, stakeholder andstaff feedback. He maintains a close working relationship with the Quality& Development team.

The DSA Entitlement Teams• There are 5 DSA Entitlement teams within the department who are made up of DSA officers.• They are responsible for reviewing and agreeing support recommended within Needs Assessment Reports,managing various email channels and supporting the Response team.• In the 2012/2013 Academic year, the teams will process over 40,000 Needs Assessment Reports and over 110,000emails.Julie joined the SLC as a Team Leader in 2007 and shetransferred into the DSA department in 2009. Julie haspreviously led the Student Claims team and in 2011, sheplayed a key role in establishing the new Response team.Julie now leads one of the Entitlement teams and isresponsible for the Late Application process.Julie CummingsTeam LeaderTel – 01325 215708Back Row l-r Ryan Carr, Michael Hanson Sue Morgan,Helen Holcroft, Jo Crossland, Pamela Anderson, KarenGray, Natalie Gillies,Front Row l-r Lynn Borrick,Lesley Davies,,Jane Cooper Angela Dillon,

The DSA Entitlement TeamsAngela joined SLC in May 2012 from Barclays where shewas a Team Leader for 2 years. She previously worked forthe Civil Service as a Regional Operations Manager for 23years.Angela WatsonTeam LeaderTel - 01325 215054Tracy joined SLC in August 2012 from Swift Cover whereshe worked in Insurance as a Team Leader.Back Row l-r Shaun Henderson, Rebecca Potts,Deborah Daglish, Elaine Weatherill, Sue Milne,Anne Blundell, Philip ShortFront Row l-r Brenda Temple, Andrew Kennard,Jazz Singh, Jacqueline Taylor,Tracy WalkerTeam LeaderTel – 01325 215739Back Row l-r Joanne Wilson, Anthony Murphy, Lee Watkins,Rachel Harker,Steven Leask, Michael Clarke, Helen SharkeyFront Row l-r Jennifer Wilson, Sue Walker,Kerry Codling, Charlotte Stone,

The DSA Entitlement TeamsJane joined the SLC in May 2012 from Orange (Nowknown as EE). She was a Team Leader in PaymentProcessing.Jane PriceTeam LeaderTel – 01325 215053Paul joined the SLC in May 2012 from Barclays where hewas a Team Leader for 6 yearsBack Row l-r Nigel Bainbridge, Kamila Wikeria,Kimberley McConnell, Gary HallCara Lawson, Alison MorelandFront row l-r Jodie Clothier, Mary Walton, KathrynJohnson,Anne-Marie Wylie, Tim GibsonPaul TuttyTeam LeaderTel – 01325 215052Back Row l-r Denise Sieradzki, Adam Emson, DavidCoates, Sylvia Shaw, Damien Lathan, Chris AllenFront row l-r Joanne Ross, Heather Pinder, MatthewGroves, Lena Braily, Fleur Riley,Chantelle Boyle, Amanda McIntosh,

Late Application Case Workers• Due to the length of time the DSA Application and Needs Assessment process can take, studentsapplying 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 theiruniversity or college Disability Adviser, to get access to the support they need quickly.• For the 2012/2013 year, we have assigned dedicated case-workers to manage and be a point of contactfor all Late Application cases. The dedicated mailbox to use for all late applications matters is:dsa_late_apps@slc.co.uk. We aim to respond to any queries within 24hrs.L-R Kathryn Johnson, Sue Walker, Helen Holcroft

The DSA Response Team• Established in 2011, The DSA Response Team is a dedicated helpline for DSA related queries frompartners and stakeholders.• The line is open from 9:30 – 16:30 and is operated by experienced members of the DSA department.• Telephone: 01325 215 194 (Please do not provide this number to students or their sponsors)Val joined the SLC in October 2008, where she began as aTeam Leader within the SLC’s Contact Centre.She transferred into DSA in March 2011 being responsiblefor Student Claims. Val was then asked to lead theResponse Team in June 2012.Val AndersonTeam LeaderTel – 01325 215423L-R Ian Dickson, Shell Wild, Laura Winn, Sarah Durham,Rachelle Lowes, Alan Murphy, Kevin Smith

The DSA Work Flow Monitors• The DSA Work Flow Monitors provideoperational assistance to Team Leaders,Operations Managers and the DSA Manager• They develop and maintain service levelreporting and collate and manage all statisticaldata and management information.Dave SmithWorkflow MonitorLes CurtisWorkflow Monitor• They also provide cover in the absence ofthe Team LeadersDavid KiddWorkflow MonitorMichael DolanWorkflow Monitor

NEED TO CONTACT OUR DISABLED STUDENT TEAM?For all Practitioners with DSA enquiries: Tel - 01325 215194 (this number is not for Students)For disability practitioners at HEIs – disability_adviser@slc.co.ukFor Needs Assessment Centers – access_centre@slc.co.ukFor Needs Assessors or Disability Advisors submitting information on late final year late, applicants email -dsa_late_apps@slc.co.ukSubmission of Needs Assessment Reports via encrypted PGP –needs_assessment_reports@slc.co.ukFor any queries relating to invoices and payments – invoice_team@slc.co.ukFor any engagement activity or advice regarding DSA operations then please contact Graham Tranter (ourDSA Stakeholder Consultant). BlackBerry: 07979 792 241 or by E-mail: graham_tranter@slc.co.ukFor enquiries regarding the Disabled Student Stakeholder Group – stakeholder_enquiries@slc.co.uk

Produced by Val Anderson – DSA Response Team Leader valerie_anderson@slc.co.uk EXT: 45423 www.slc.co.uk