Rachel Hubbard: “They Don’t Know What They Don’t Know”: Why Colleges Must Train Their CSWs (BSL)

Across further education, Deaf students are showing up with ambition, talent, and a desire to succeed. But too often, the support around them isn’t quite keeping up.

In colleges across the UK, Communication Support Workers (CSWs) are doing the best they can—often with very little formal training. And while qualifications may allow them to step into the role, they don’t always prepare them for the complexity and nuance of working in education. This isn’t about blame. It’s about recognising a gap and having the courage to close it.

The Hidden Gap in Deaf Student Support

Let’s take a moment to consider the impact of a CSW who’s not fully prepared for the classroom.

• They might be signing accurately, but missing academic meaning.
• They might be present, but unsure of when to step in—or when to hold back.
• They might be over-supporting, creating dependency rather than encouraging autonomy.

None of this comes from a lack of care. In fact, it often comes from a place of deep commitment and wanting to help. But without guidance, it’s easy to fall into patterns that don’t actually benefit the student long-term.

And Deaf students feel it.

When support is inconsistent or misunderstood, it affects more than just grades. It can impact confidence, self-esteem, participation, and ultimately, a student’s ability to feel like they truly belong in their learning environment.

When CSWs Are Trained Well, Students Do Better

A confident, well-trained CSW can transform a Deaf student’s academic experience.

They can:

• Clarify complex concepts without oversimplifying
• Respect and support a student’s independence
• Collaborate meaningfully with tutors to reinforce learning
• Help students engage more fully with peers and course content

It’s not just about facilitating access—it’s about enhancing it.

We’ve seen how even small shifts in approach, timing, or awareness can unlock better academic results and greater confidence for Deaf students. When support staff are empowered with knowledge, Deaf students are empowered to achieve.

Want to Strengthen Your Support? We’ve Created a Free Guide for Colleges

To help colleges take that first step, we’ve put together a free resource:

“How to Support Deaf Students in Your College – The Role of CSWs in Inclusive Education”

This eBook is packed with practical guidance for colleges and course coordinators, including:

• How CSWs can support—not lead—learning
• Encouraging independence in Deaf students
• Creating inclusive classrooms with the right support team
• Why the right training makes a difference

Download your copy here: www.deafumbrella.com/ebook-colleges

When we train CSWs well, we don’t just improve one person’s job performance—we raise the standard of support across the whole educational experience. And in doing so, we give Deaf students the tools to succeed on their own terms.

Let’s move beyond ticking the support box, and start focusing on quality. Let’s give Deaf students the chance to shine. Let’s make sure every CSW knows what they need to know.

Because we all deserve nothing less.

By Rachel Hubbard – Founder of Deaf Umbrella; operating for 25 years promoting accessibility and inclusion for the deaf community