just give them what they want? service delivery in the new millennium
DESCRIPTION
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 - PowerPoint PPT PresentationTRANSCRIPT
Just Give Them What They Want? Service Delivery in the New Millennium
Tom Merrell-Director, Student Disability Services (SDS)Barbara Zunder- Associate Director, SDSCharlene Lobo Soriano- Part-time FacultyShona Doyle- University Advisor, Dean’s OfficeBrooke 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: [email protected] Zunder: [email protected] Lobo Soriano: [email protected] Doyle: [email protected] Bassett: