In order to create the most effective working relationship with your service providers, it’s important to create clear guidelines about their role – and yours – and how you’ll all work together cohesively.

Below is a template, which you can tweak as necessary to fit your company’s unique needs, for a memo you could send to help set expectations with your service providers on how you’d like to collaborate and work together.


  • Establish a clear definition of roles and responsibilities for each partner in order to effectively accomplish program objectives.
  • Create an understanding of project requirements, work activities and tasks. In addition, define roles and responsibilities to create a sense of purpose and ownership, and set clear expectations.

Partnership Understanding

Employer has established a commitment to increase employment opportunities for people with disabilities in their X location. This location is prepared to begin hiring people with disabilities [insert date]. Preliminary hiring targets have been established at X% of all new hires for [insert date].

The service provider will assist the employer in finding qualified applicants with disabilities. The service provider will ensure candidates are prepared for the interview and job requirements. In addition, the service provider will work with similar agencies in the community to ensure the employer’s hiring needs are met.

Employer and service provider have entered into a partnership to develop a program for hiring people with disabilities (which leverages best practices from the X location or industry, and other innovations in the field).

Employer Roles and Responsibilities

The employer’s role is to create an effective program that will increase employment opportunities for people with disabilities. 

  1. Program Development:
Design and develop employment practices (e.g., hiring, training, accommodations processes, etc.) to create an environment of inclusion for people with disabilities.
  2. Goal Setting:
    Establish and communicate clear and measurable hiring and retention targets.
  3. Training:
Identify training needs and establish a training schedule to ensure staff are trained and informed in a timely manner on disability employment and inclusion best practices to help them accomplish identified goals
  4. Reporting:
    Provide monthly HR reports (e.g., hires, terminations, production, etc.) that provide quantitative data for measuring program efficacy.
  5. Communication:
    Provide open and candid feedback on all aspects of the program (what’s working, what’s not) to all partners. Document issues/concerns as needed.

Responsibilities Include:

  • Design and develop disability and inclusion program specifics (policies, training, goals, deliverables, etc.).
  • Develop internal processes that ensure effective management of disability employment and inclusion initiatives – day to day management, job performance, training, staff support, etc.
  • Identify internal employees to serve as champions for the disability employment and inclusion program; and train and prepare them for the role.
  • Work directly with service provider agencies to review candidates, job coaching needs, job coach training, performance standards, etc.
  • Work directly with service provider to provide feedback, documents, metrics and reports.

Service Provider Roles and Responsibilities 

  1. Recruitment:
    Service provider will be primarily responsible for the recruitment of qualified, work-ready candidates for employment.
  2. Candidate Support:
    Service provider will subsequently support these candidates – formally for up to X number of days, with additional support provided as needed.
  3. Provider Coordination:
    Service provider will coordinate the efforts of other service providers and agencies in the community and will maintain primary responsibility for the employer relationship throughout.
  4. Data Collection:
    Service provider will collect and maintain metrics on the success of their candidates, in tandem with data collected by employer. Service provider will assist employer in gathering information concerning specific individual success stories.
  5. Other Support Coordination:
    Service provider will coordinate, within reason, the provision of other supports needed by the candidates, such as transportation, etc. When a support can’t be provided, service provider will seek the “next best” option in collaboration with employer and the candidate.
  6. Primary Point of Contact (POC):
    Service provider will assign a staff person to be the primary point of contact for all issues related to any candidate referred through this process, including those referred from other agencies.

Responsibilities Include:

  • Service provider will assign a project POC who will remain consistent throughout the year.
  • Service provider will assign job coaches to go through employer training and orientation prior to the assignment of candidates.
  • Service provider will present candidates for placement in [month/year].
  • Service provider will work with other providers and agencies to create a system of collaboration.
  • With support from employer, service provider will create a data collection system for business-driven metrics around these hires. 

Ongoing Management

Service provider will have weekly phone calls with employer to understand progress, work activities and issues/concerns.

In the first 90 days, service provider proposes weekly site visits to ensure all activities are moving forward as planned. (Service provider and employer will review the site visit requirements after the initial 90-day period).


Employer will share any issues or concerns about the program directly with service provider’s program director.

Service provider will work directly with employer to rectify any issues or concerns.

While building an effective service provider there is one more step, beyond scoping roles and responsibilities, which will have a huge impact on the success of your relationship – service providers should tour your facilities to better understand the roles and environment they will be helping you source new employees for.

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