Making Student Services Welcoming and Accessible Through Accommodations and Universal Design

Abstract

Thirteen focus groups with a total of 53 postsecondary students with disabilities and 14 focus groups with a total of 72 personnel from student service offices on campuses nationwide identified access problems encountered by students with disabilities in these offices and potential solutions to these problems. Students shared experiences in which student service personnel did not know how to deal with them and where they felt disrespected. Participants in focus groups identified a need to increase staff comfort level in working with students who have disabilities as well as to increase staff knowledge and skills regarding disabilities, especially “invisible” disabilities that are not disclosed by service users; communication and accommodation strategies; rights and responsibilities; campus resources; and issues unique to specific offices. Students and practitioners recommended a variety of publications and training options. The authors share general approaches, categorized as the delivery of accommodations and the application of universal design, and specific on-site and online training materials that address issues identified in this exploratory study.

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