Accessible Housing Process Improvement
|What work was completed?||
Incoming students to the University of Waterloo are guaranteed housing and it is a part of our responsibility to ensure the appropriate and/or accessible accommodations are available. During the spring of 2016, there were a number of challenges with our past process. This resulted in poor customer service, incomplete applications, and a low-level of awareness of student issues.
Housing and Residences (in coordination with housing providers at Renison, St. Jerome’s, and St. Paul’s) collaborated with AccessAbility Services to host a process mapping session with an external consultant (Scott Smith) to outline our current process and develop an ideal future state.
The resulting process allowed for students to better understand expectations related to registering for Accessible Housing, staff have clear communications, the development of new submission form, and a better understanding as to how on-campus housing providers are able to meet the (medically documented) functional limitations of incoming students. Now students are able to arrive with fewer concerns and an awareness that their accommodations on campus meet their needs.
|What determined the focus in this particular area?||
Through issues brought forward from students, parents, and staff members it was determined that:
These issues were then discussed openly between AccessAbility Services and each of the Housing providers on campus to determine a change was necessary. These gaps (and bottlenecks) were identified during the process mapping exercise that spanned two days.
|What were the overall results?||
The overall results benefited students, families, and staff members here at Waterloo.
|What did you learn (positives and challenges)?||
Please contact Raghda Sabry for any questions.