Mission Possible: An Interactive Guide to Being Proactive Rather than Reactive in a Disability Services Office. Novice: New and Newer Disability Services Professionals A.H.E.A.D: July 2011

Confidential & Proprietary Internal Kaplan Use Only. Meet Your Presenters Justin O’Sullivan Associate Director Center for Disability Services Kaplan University 2 Tiffani Ashline Senior Coordinator Center for Disability Services Kaplan University

Confidential & Proprietary Internal Kaplan Use Only. The Center for Disability Services (CDS) Mission Statement Kaplan University is committed to providing opportunities for higher education to students with disabilities and to making the programs, activities, and facilities at the University accessible to students with disabilities. All accommodations for students with disabilities are handled via the Center for Disability Services (CDS), a division of the Academic Support Center (ASC). Kaplan University makes every effort to provide reasonable accommodations to students presenting a documented disability. In compliance with Section 504 of the Rehabilitation Act of 1973 and the implementing regulations 34 CFR part 104 (barring discrimination on the basis of disability), and the Americans with Disabilities Act (ADA) of 1990, and the implementing regulations in 29 CFR part 1630 (1992), Kaplan University has established specific guidelines for students who are enrolled in our programs and are seeking accommodations. 3

Confidential & Proprietary Internal Kaplan Use Only. The Chronicle of Higher Education Article Equal Opportunity  Nondiscrimination Knowing the Laws  ADA  Section 504  FERPA Policies and Procedures  University Catalog  Student Handbook Student Awareness of the DS Department  Self-Identification Internal University Training  Self-Disclosure Referral Policy Accommodations  Responsibility  How to Request an Accommodation  Eligibility  Disability Abstract  Verification  Case by Case  Reasonable versus Unreasonable  Academic Integrity  Have a Process Utilizing Your Resources  Internal  External Student Centered Experience  Customer Service Basics  Confidentiality Presentation Overview

Confidential & Proprietary Internal Kaplan Use Only. THE CHRONICLE of Higher Education Article Title: ADA Compliance Is a ‘Major Vulnerability’ for Online Programs Date Published: November 2010 Author: Marc Parry Link: 5

Confidential & Proprietary Internal Kaplan Use Only. Equal Opportunity Kaplan University’s Policy of Nondiscrimination The University does not discriminate on the basis of race, color, religion, ancestry, national origin, age, non-disqualifying disability, gender, sexual orientation, marital status, or veteran status in the recruitment of students or in the implementation of its policies, procedures, and activities. Sexual harassment is a prohibited aspect of sexual discrimination under this policy. The University's policies and practices are in accordance with all applicable laws and regulations. 6

Confidential & Proprietary Internal Kaplan Use Only. Do You Know the Laws? The Americans with Disabilities Act (ADA) The Americans with Disabilities Act (ADA) is a federal law, passed in 1990, designed to protect the rights of individuals with disabilities from discrimination based on their disability. Section 504 of the Rehabilitation Act Section 504 of the Rehabilitation Act is a federal law, passed in 1973, designed to protect the rights of individuals with disabilities in programs and activities that receive federal financial assistance from the U.S. Department of Education. Family Educational Rights and Privacy Act (FERPA) The Family Educational Rights and Privacy Act (FERPA) affords eligible students and their parents certain rights with respect to their education records, including the right to inspect and review education records, the right to consent to disclosures of information in education records, and the right to request the amendment of education records believed to be inaccurate, misleading, or a violation of privacy. 7

Confidential & Proprietary Internal Kaplan Use Only. Get to Know Your Policies and Procedures! Catalog and Student Handbook  Student Affairs Policies – Code of Conduct Disciplinary Actions, Suspensions, Dismissals – Health and Guidance Services – Emergency Alerts  Academic Policies – Attendance – Academic Progress – Incomplete – LOA (Medical) – Withdrawal 8  Disability Services Policy – Self-Identify / Internal Referral – Accommodation Appeal – Tuition Reimbursement Request  Grievance Policy

Confidential & Proprietary Internal Kaplan Use Only. Creating Student Awareness of the DS Office  Orientation Packet (as a package with other services)  University Intranet  University Catalog  Student Handbook  External Website 9 Self-Identification

Confidential & Proprietary Internal Kaplan Use Only. Internal University Training Self-Disclosure Referral Policy  DS Office  Deans and Directors  Faculty and Department Chairs  Student-Interfacing Departments: -Admissions -Registrar -Academic Advising -Financial Aid -Student Accounts -Health and Guidance Services -Tutoring Staff -Athletics 10

Confidential & Proprietary Internal Kaplan Use Only. Accommodations: Whose Responsibility Is It? Student Responsibility To benefit from the protection of the Americans with Disabilities Act (ADA) and Section 504 of the Rehabilitation Act, it is the student’s responsibility to self-disclose a disability to the Center for Disability Services and request an accommodation. Kaplan University requires the student to provide supporting documentation, which must verify the existence of the disability and the subsequent need for an accommodation. University Responsibility Kaplan University may not discriminate against an individual on the basis of his or her disability. Kaplan University will provide reasonable accommodations to a student with a documented disability, in order to afford the student an equal opportunity to participate within its programs, activities, and facilities. 11

Confidential & Proprietary Internal Kaplan Use Only. How to Request an Accommodation Students with a disability seeking an accommodation may submit a request in one of two ways: Contact your Academic Advisor at (Toll Free) who will, in turn, request that the CDS contact you directly via . Contact the CDS directly by telephone, , or fax. The Center for Disability Services (CDS) Tel: Fax: (Toll Free) TTY: (Toll Requests for an accommodation will be reviewed on an individual, case-by-case basis. 12

Confidential & Proprietary Internal Kaplan Use Only. Eligibility Requirements Eligibility If a student determines the need for an accommodation, the student must submit an Accommodation Request Form and supporting documentation to Kaplan University’s Center for Disability Services (CDS). To be eligible for an accommodation, the student must have:  A disability, as defined by the ADA, that substantially limits a major life activity and subsequently necessitates a reasonable accommodation,  Documentation on file with Kaplan University that supports the need for the requested accommodation, and  Medical documentation to substantiate the disability and how the accommodation will assist the student. 13

Confidential & Proprietary Internal Kaplan Use Only. 14

Confidential & Proprietary Internal Kaplan Use Only. Verification Requirements Verification of Disability Kaplan University cannot provide an accommodation until the student’s disability has been verified by a qualified medical professional or other appropriate health care professional. A student with a learning disability must submit recent comprehensive evaluation results including cognitive and achievement test scores. The Center for Disability Services (CDS) will be responsible for notifying the student’s instructors of the specific accommodation(s) approved by the University. 15

Confidential & Proprietary Internal Kaplan Use Only. Case-By-Case Basis Each disability and the condition associated with each request are unique to a particular individual, making it difficult to predict or limit the accommodation(s) provided. Listed on the next slide are a few accommodations and services, which may be available to individuals who meet the Center for Disability Services eligibility and verification requirements. 16

Confidential & Proprietary Internal Kaplan Use Only. Reasonable vs. Unreasonable Test Your Knowledge  Additional time to complete academic coursework  Extra-credit assignments  Extended time to complete assessments  Textbooks in alternative format; i.e. audio, electronic, physical, Braille  No deadlines for course assignments  Personal computer purchased by the DS Office  Tutoring  Learning materials highlighted by the DS Office  Proctored assessments in a quiet, alternative setting  Assessment questions read aloud for clarification  Faculty support and tutoring  Grades for completed work only  Lecture notes  Tape recorder for class lectures  Multiple choice questions exams only  Calculator to be allowed for assignments and assessments  American Sign Language Interpreter  No final exams 17

Confidential & Proprietary Internal Kaplan Use Only. Have a Process! If the student both qualifies for and wishes to receive accommodations, a letter outlining the students approved accommodation(s) will be sent directly to the student’s instructor(s) from the CDS at the beginning of each term. If the student initially registers with the CDS during the middle of a term, accommodation letters are sent to the student’s instructor(s) at that time. Accommodations are not retroactive. 18

Confidential & Proprietary Internal Kaplan Use Only. Utilizing Your Resources Internal and External  Legal Counsel  Interdepartmental Contacts/Point Person(s)  Counseling/Health Center  Student Assistance Program  Academic Support – Resource/Tutoring Center  Psycho-Educational Testing Centers and Resources  Vocational Rehabilitation  Vender Knowledge/Rapport  Bookstore Rapport  Publisher Information  Learning Ally (formally RFB&D)  Budget 19

Confidential & Proprietary Internal Kaplan Use Only. Student Centered Experience Customer Service Basics  Listen  Empathize  Determine the root issue by asking questions  Provide contact information  Advocate  Follow up / provide updates  Close the loop / solicit feedback  Document and save relevant information 20

Confidential & Proprietary Internal Kaplan Use Only. Confidentiality Kaplan University has an obligation to maintain confidentiality regarding a student's disability. Any information collected is strictly utilized for the benefit of the student. Disability-related information is collected and maintained separately from the student's University record and housed within secure files with access limited to staff members of the Center for Disability Services (CDS). Student files within the CDS are maintained for a period of 5 years after a student's last date of attendance. After 5 years of nonattendance, a student’s disability records will be destroyed in a confidential manner. If a student has requested and is approved to receive reasonable accommodations, the student will be informed as to what information is being provided to the faculty or staff regarding the request. Except where permitted by applicable law, disability information will not be shared with non-Kaplan University employees without the student's express written permission. 21

Confidential & Proprietary Internal Kaplan Use Only. Questions 22

Confidential & Proprietary Internal Kaplan Use Only. Thank You! Should you have questions that were unable to be answered during our session, please feel free to contact us! 23 Justin O’Sullivan Associate Director Center for Disability Services Kaplan University Tiffani Ashline Senior Coordinator Center for Disability Services Kaplan University