Eligibility New documentation guidelines Identify needs Documentation

							     Just Give Them What They
               Want?
     Service Delivery in the New
             Millennium
Tom Merrell-Director, Student Disability
Services (SDS)
Barbara Zunder- Associate Director, SDS
Charlene Lobo Soriano- Part-time Faculty
Shona Doyle- University Advisor, Dean’s
Office
Brooke Bassett- Alumna, School of Nursing
                Overview
•   Service delivery process
•   Identifying and building key alliances
•   Self-care strategies
•   Q&A
                Who are we?
          Service Delivery Process
             Intake Procedures
• Building rapport
   - Everyone has a story
     - No Assumptions
     - Meet students where they are

• Maintaining rapport
   - No one approach


     Take away: rapport building, trust, buy in
                   Eligibility
• New documentation guidelines
• Identify needs


    Documentation: The “USF Approach”
• Gather what you can – but don’t over-rely on it
• We discriminate – in a good way
• Consider history of accommodations
• Consider giving provisional accommodations
  when necessary/appropriate
• Follow through/follow up



Take Away: Documentation is one piece of a
larger puzzle, Don’t under-rely on clinical
judgment

      Determining Accommodations
• Gathering & sharing information as needed
  • Barriers?
• Practical, common sense clinical judgment
• Foster full inclusion/getting back “in the
  game”




Take away: trust yourself as an expert

              Why Believe Us?

Good for the student
• Mutual respect
• Self-advocacy skills

Good for the school
• Retention rates
 Identifying and Building Key Alliances
• “Intentional Informality”

• Be consistently cheerful and “nice” i.e.
  the “Nordstrom Way”
    - Create an atmosphere of helpfulness
       and professionalism

• FISH philosophy

Take Away: Begins with YOU. Attitude is
everything.
 Identifying and Building Key Alliances
• Practical strategies for working with
  faculty and staff
    - Divide and conquer/relationship building
    - Respecting expertise, responsibilities
      and processes
    - Interact with them in other environments
           Working with Faculty
• Honesty and openness
• Respect the process and build the
  relationship
• Have those “difficult conversations”
Faculty Approaches to Student Disability
Services
How I Roll
• Teach
• Program Director
• University Advisor
Consultations with Student Disability
Services
• Improve the Classroom Experience
• Cross Check Concerns
• Refer Students
Ease of Services and Seamless
Collaboration
• Defines the experience
• Provides Context
• Models Relationship

Case Studies
• As a teacher
• As a Program Director

Return on Investments
        Key Collaborative Areas
• Academic Departments
• General Counsel
• Counseling Center
•   Housing
•   Dean’s offices
•   Financial Aid
•   Judicial Affairs
             Conflict Resolution

• Gathering/sharing information
  • “Generous Transparency”


             Self-care Strategies
• Personal
• Within the team (if applicable)
• Within the greater community

Self-Care Strategies: Personal
•   Stay positive/cheerful (AGAIN??)
•   Take pride in YOUR successes
•   Take time for yourself
•   Leave your work at work



Take away: Be cheerful – or at least fake it
until you make it. Get out of the office.
  Self-care Strategies: Within the Team
• Weekly check-ins
• Group approach to difficult cases
• Book club/research/journal articles/case
  law
• Retreats
• Happy Hour

Take away: Support each other. And get out
of the office.

Self-care Strategies: Within the Greater
Community
• Finding “champions and allies”
• Realize that we are all on the same team
• Look outside the university




Take away: seek support wherever possible
In Conclusion…
• Service delivery and building alliances is
  an on-going process
• Consistency + Good Habits = successful
  DS office management
                 Thank you!
Questions?

Feel free to contact:

Tom Merrell: merrellt@usfca.edu
Barbara Zunder: bzunder@usfca.edu
Charlene Lobo Soriano: lobo@usfca.edu
Shona Doyle: doyles@usfca.edu
Brooke Bassett: