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Guidance for Non-Medical Helper providers

Providers of Non-Medical Helper (NMH) support must adhere to the Disabled Students’ Allowance Quality Assurance Group (DSA-QAG) Quality Assurance Framework (QAF) standards, and ensure that all relevant policies are in place, shared with the student, and made available to the University on request.

DSA-QAG requires external NMH suppliers to set up reporting mechanisms with Higher Education Institutions (HEIs) to inform them of the support being provided to students.

You must explain to students the importance of the reporting mechanism, and encourage students to give permission for information to be shared. You must also familiarise yourself with the information provided by UCLan regarding the delivery of NMH services to our students, and cascade this information to NMH workers.

UCLan is keen to establish effective working relationships with external NMH suppliers to ensure quality support provision for the benefit of the student. The following information should be shared with staff when delivering support to UCLan students.

Your commitment

NMH Providers must:

  • Wherever possible we require information to be emailed in a secure format to
  • Inform the University if supplying support to our students (with their consent)
  • Notify the University of the named person within the organisation (including contact details) with whom we can liaise about any student support queries, and respond promptly to queries or concerns that are raised about student support arrangements
  • Provide copies of any relevant policies on request
  • Arrange suitable meeting rooms for support sessions (see bookable rooms section below)
  • Submit a summary report including the below details for each student receiving support and send this in a secure format to on the last working day of the month.
     Name of student(s)
     CRN number
     DOB
     Name of support workers(s)
     Brief description of support supplied
     Date on which support commenced
     Number of sessions/hours of support delivered that term, total hours awarded and total for the year to date
     Location of support provision
  • Ensure funding is in place before commencing sessions with a student.
  • Ensure that support workers working on campus wear identification and make them self-known to teaching staff when supporting a student in taught sessions.
  • Report missed sessions that are University related (e.g. because of the class being cancelled) to us immediately. UCLan cannot process invoices for missed sessions without giving prior consent that we accept liability. Invoices received without prior consent will be rejected.
  • Monitor the use of the allocated hours, and ensure that students don't run out of funding or use more than the agreed weekly number of hours (UCLan is not responsible for any payments that the funding body refuse to pay or for requesting additional support hours)
  • Signpost students back to us or their Department to discuss any issues relating to University services or their course. We don't encourage NMH workers to advocate for students, please advise students to contact us directly
  • We would encourage you to contact us if any concerns arise relating to engagement with the support or academic progression so that this can be followed up in a timely manner
  • Report concerns about the safety or wellbeing of a student, there is a simple flowchart which advises staff what to do in the event of a student emergency. This would be used when a student told you they were unable to keep themselves safe, or were in imminent danger. There is also a procedure for referring students for non-emergency wellbeing concerns.

Our commitment

To ensure that UCLan students receive the best possible support and that we develop an effective working relationship with external NMH providers, the University will:

Register verified support workers with a university network account, this will provide them with:

  1. A UCLan email account
  2. Access to the library building
  3. Room booking facilities
  4. CPD Training opportunities
  5. Access to information about all relevant UCLan regulations, policies and procedure

To register your support workers please email 
Please note this can only be done for workers who are actively working with UCLan students.

Bookable rooms at UCLan

External providers are responsible for providing suitable meeting facilities that are comfortable, confidential and take account of the student’s disability related needs.
Students can also book a study space in the Library. These are bookable by students only.

There is a limited number of bookable meeting rooms available to support workers on campus. These bookings can be made via the room bookings portal.

  • Bookings can only be made by support workers who have set up a university network account.
  • The rooms will be offered to all providers during term-time.
  • Bookings are to be made for confirmed student appointments only.
  • Bookings can be made on a termly basis for weekly recurring use.
  • Rooms will be booked on a first come, first serve basis.
  • Room usage will be monitored, and you may forfeit the right to use the rooms if you fail to use a room for its specific purpose.
  • No reception facilities will be available.

Getting to our campus and parking

How to find us Preston Campus
Burnley Campus
Westlake’s Campus

Health & Safety

  • If supporting students within classes or lectures, make yourself known to the lecturer.
  • Familiarise yourself with fire procedures for the building (as displayed on building fire notices).
  • In the event of a fire alarm activation, you must leave the building as directed.
  • In the event of an accident or emergency, report immediately to campus security
  • In the case of a student-related emergency, please use the emergency guides to point you in the right direction.
  • Cooperate as necessary with University staff and follow all instructions given.
  • Respect all safety signage and follow relevant procedures and direction given.
  • If in doubt or you have any queries speak with campus security.
  • Only enter areas that you are required to as part of your support work. Do not enter any workshops, laboratories or other similar hazardous areas unless specifically authorised by University staff and then only when supervision is in place and the appropriate safety clothing/equipment is being worn.

Key contacts

Inclusive Support
Counselling, MH & Wellbeing
Student Services
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Policies and procedures

Student Policies
Safety, Health & Environment (SHE)
Lone Working
Data Protection
Equality, Diversity and Inclusion
Complaints Procedure

Contact and feedback

We welcome feedback to enable us to provide the best possible service to our students and to work cohesively with external support workers.
You can contact us by emailing or calling 01772 892593.