Problem Solving as a CSW: What To Do When Things Go Wrong

If you’ve worked as a Communication Support Worker (CSW) for more than five minutes, you’ve probably experienced that moment.

A tutor switches to group work without warning.
The interpreter you were told would be there… isn’t.
A student looks at you, lost, because the handout you’ve just seen is packed with unfamiliar terminology — and it’s already being discussed.

Problem solving is one of the core soft skills every CSW needs — but it’s rarely part of formal training.

Let’s change that.

The Pain Point: “This Isn’t Working — But I Don’t Know What I’m Allowed to Do”

One of the most common frustrations CSWs face is the feeling of being caught in the middle.

You're there to support access, but you're not the teacher, you're not the teaching assistant, and you're not in charge of how the session is delivered.

So when something goes wrong, it’s easy to freeze and think:

• “Is this my place?”
• “Am I overstepping?”
• “What if I make things worse?”

This uncertainty can lead to inaction, even when a student needs urgent support.

Practical Tips for Problem Solving on the Spot

Here are a few tools to keep in your CSW toolkit, so you’re ready when things don’t go to plan.

1. Spot the Problem Early

The sooner you notice a problem, the more options you have to address it.

• Is the Deaf student confused or disengaged?
• Is there an unexpected change in the session format?
• Is the teacher giving instructions too quickly?

Be proactive — even a simple note to your student asking “Are you OK with this?” can make a difference.

2. Use the 3-Step Pause

Before jumping in, give yourself a mental check: Stop. Think. Choose.

• What’s actually happening?
• What are the possible options?
• What is the most professional and helpful step right now?

This pause helps keep your response calm and appropriate.

3. Have Assertive Language Ready

When something needs to be addressed with staff, it’s easier if you already have phrases in mind.

Try:

• “Just to flag — the student may not have access to this part of the session. Can we take a moment?”
• “It would help if the instructions could be repeated more clearly – is that possible?”

Professional language keeps things constructive and avoids confrontation.

4. Know When to Escalate

Some issues are too big to fix in the moment.
If the student is regularly missing out due to poor preparation or lack of awareness, this needs to be flagged.

Use your internal systems. Speak with your line manager, support coordinator, or student services team.

You’re not “making a fuss” — you’re fulfilling your role.

5. Reflect and Prepare

After a situation, take five minutes to reflect:

• What went wrong?
• What worked?
• What will I do next time?

This reflection turns challenges into growth — and over time, builds your confidence as a CSW.

Final Thought: You Don’t Have to Solve Everything Alone

Being a CSW doesn’t mean having all the answers. But it does mean staying calm, focused, and student-centred — even when things don’t go smoothly.

If you can build your problem-solving skills, you’ll not only support students better…
You’ll feel more confident, more prepared, and more professional in your role.

That’s what it’s all about.