Manager Accommodation Services

Date: Feb 19, 2021

Location: Waterloo, CA

Company: Wilfrid Laurier University

Department: Office of the VP Teaching&Learning 

Job Type: Continuing

Full-time/Part-time: Full Time (>=1249 hrs/year) 

Campus: Waterloo 

Reports to: Director, Accessible Learning Serivces  

Employee Group: Management 

Application Deadline: 03/07/2021 

Requisition ID: 1052 


Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact.  With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.


Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well as locations in Kitchener and Toronto. The university is committed to providing an inclusive workplace and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.


Position Summary:


Reporting to the Director of Accessible Learning, the Manager of Accommodation Support Services provides strategic leadership and management of the accommodation programs and services housed within Accessible Learning on the Waterloo campus.  This positon provides leadership in the provision of learning strategy support, educational support services, the provision of accommodated tests and exams, assistive technology assessments and services, and transcription/ alternate format production.  The incumbent supports the hiring process and provides training for new staff.  This position leads the development of effective practices, procedures and processes to ensure the effective delivery of accommodation services and supports within Accessible Learning.


These programs and services ensure students’ academic accommodation plans are implemented in accordance with Ministry requirements, human rights law, privacy standards, University policies and industry standards. The incumbent is responsible for the strategic development and delivery of processes and services that ensure professional, ethical, efficient, effective and student-centered approaches are provided to students registered with Accessible Learning. As the student services lead for the department, the incumbent will offer sound guidance and support to campus partners, including faculty, Chairs, and Associate Deans, related to accommodating students with disabilities.


The incumbent works with staff and faculty to support effective service delivery, provides front line response and resolution support to any implementation issues arising from the provision of support services and programs.    


The incumbent attends meetings and makes presentations within and outside the University community that promote an understanding of the work of Accessible Learning and the needs of students with disabilities. The incumbent provides input into effective communication strategies for students, faculty and staff.


The manager of accommodation support services consults on disability service implementation issues with stakeholders across the University, academic and administrative staff, as well as students.  The manager is responsible for developing and maintaining relationships of mutual support with academic programs within the University. 


This position has a university-wide mandate and is based at the Waterloo Campus.  The incumbent provides leadership in a multi-campus environment, requiring regular interaction, communication and collaboration with staff and stakeholders at the Waterloo Campus, Brantford Campus and Toronto office and external partners. The Manager will ensure the unit’s policies, programs and services are delivered equitably across all campuses and reflect the needs of local stakeholders.




Managing Programs and Services


  • Provides strategic leadership and direction for the design, coordination and implementation of comprehensive accommodation support services and programs. These include, but are not limited to:
    • The provision of accommodated exam support that facilitates student examinations in accordance with accommodation plans and university policy and procedures.
    • The provision of learning strategy support service.
    • The provision of educational supports including volunteer note-taking, peer support program, supervision of work study students, tutoring and classroom support services (e.g., educational assistants, sign language interpretation etc.).
    • The provision of transcription/alternate format production (for course materials).
    • The provision of assistive technology assessment and services (e.g., training and AT trouble shooting, maintenance of license agreements of adaptive software)
  • Provides leadership and management of an interdisciplinary services team.  Oversees the day to day implementation of the accommodation support services. Ensures programs and services maintain quality and champions student-centric guiding principles. Ensures offices and student spaces are maintained, equipped with up-to-date technology, and governed by up-to-date policies and procedures.
  • Maintains current knowledge about best practices for initiatives that support students with disabilities and that help provide a meaningful, relevant and engaging experience in support of the University goal of a vibrant student experience.
  • Maintains an in-depth understanding of how the provision of accommodation supports and learning strategies influence the student’s well-being and upholds human rights.
  • Provides responsive support to faculty to understand their role and requirements in the accommodation process, attends faculty departmental meetings to share updates and trends in accommodation service procedures.  Responds to navigation feedback from faculty, facilitates any needed updates or adjustments to support the service workflow.
  • Purposefully engages with faculty to inform and create a forum for feedback when updates and changes to the existing service model (e.g., exams or integration of new technologies) are being considered. 
  • Provides training and orientation support to faculty in their navigation of the Accessible Learning Online database, provides onboarding support to new faculty and, responds to departmental access needs (e.g., course coordinator access); interfaces with the database vendor needs for adjustments to ensure seamless workflow for all stakeholders.
  • Recruits, selects, supervises, disciplines, and terminates staff; conducts performance reviews and works with staff to identify developmental goals.
  • Trains and supports the skill development of staff to ensure full understanding of roles and responsibilities in the provision of accommodation support services, mediates between academic integrity and student accommodation needs and collaborates effectively with faculty and staff.
  • Exercises skill in managing people and providing them with a productive and positive team-oriented work environment. Ensures that resources are utilized optimally, through effective processes, task delegation, coordination and collaborative communication with direct reports. 
  • Leads regular team meetings and be available for consultation with all reporting staff.
  • Remains fully aware of trends in the delivery of disability supports and services within postsecondary education and keep abreast of new developments and technological changes as they relate to adaptive technologies and testing accommodations.
  • Responds to concerns from students, ensures risk mitigation measures are in place, and responds to allegations of academic integrity during the examination process.  Ensures appropriate reporting to the Director, Accessible Learning
  • Working with the management team, ensures service excellence to students by problem solving difficult issues, suggesting cost effective approaches in the delivery of accommodation services, assisting with navigating the university systems and suggesting changes that enhance student access; creates greater efficiencies and response
  • Approves exceptions to the guidelines and expenditures for services and supports for students who are ineligible for other sources of funding
  • Monitors staff appointment and administrative schedules to balance competing demands on staff while ensuring student needs are met.
  • Ensures appropriate conflict management support for issues or complaints forwarded from students and faculty.
  • Approves overtime, vacation, other absences, and requests for professional development.


Operational/Administrative Framework


  • Provides leadership and support for the department’s strategic planning and policy development in conjunction with the senior management team
  • Establishes objectives and performance expectations in alignment with the overall objectives and direction of Accessible Learning and strategically plans for continuous improvement.
  • Ensures that program and service delivery models align with policy 2.3 academic accommodations for students with permanent and temporary disabilities.
  • Ensures level 2 and 3 documentation classifications are maintained according to university standards and guidelines.
  • Ensures documentation practice within the database system follows Accessible Learning file standards and guidelines.
  • Responds to third party requests for information based on student written consent under the FIPPA legislation. Works with the Manager of Academic Accommodations and the Director to ensure a coordinated response. 
  • Maintains a high standard for the security and confidentiality of information and records held within Accessible Learning; coordinates communication and implementation challenges with the Privacy Officer.
  • Contributes to the maintenance of accurate statistics and reporting through the Accessible Learning Online data management system. 
  • Updates service level procedures and guidelines based on implementation and legislative requirements.
  • Supports policy updates.
  • Reports trends and issues that impact the facilitation of academic accommodations to the director and proactively seeks solutions.
  • Working with the director, ensures appropriate ICT infrastructure is in place to support the ALC services.
  • Participates in and/or supervises the design and teaching of training and development programs and workshops for students registered with the Centre.
  • Works with the team to ensure quality assurance via the annual delivery of student satisfaction surveys; in addition, utilizes innovative means to generate student feedback throughout the academic year. 


Partnership with Collateral Supports /Education


  • Builds relationships in the University community to foster a partnership in order to provide best possible accommodations for students.
  • Develops a strong understanding of academic programs, services, and administrative processes to ensure that students are well served.
  • Communicate and collaborate on a regular basis with campus partners to review procedures and to ensure quality.
  • Informs the Director of any issues related to effective service provision and provides input into problem solving changes to services, supports and communication strategies.
  • Provides professional, timely, accurate and exceptional customer service while responding to concerns and complaints noted by students, parents, faculty or other stakeholders. 
  • Contributes to the educational efforts of Accessible Learning to assist students, staff and faculty in understanding the work of Accessible Learning.




  • Master’s degree in social work, education, disability studies, psychology, or related field
  • Effective leadership and managerial skills with a minimum of three to five years of demonstrated experience in leading and supervising a team, in project or program management experience.
  • Minimum of three to five years managing/leading a team experience in the provision of accommodations for students in post-secondary settings, case management experience with young adults with a wide range of disabilities.
  • Demonstrated ability to manage crucial conversations and negotiate complex situations in constantly evolving situations.
  • Demonstrated ability to synthesize knowledge and display sound judgment, problem solving skills, attention to detail and a high degree of accuracy
  • Demonstrated knowledge of the Human Rights Code and its application within post-secondary.
  • Demonstrated understanding of disability and student success issues preferably within a post-secondary environment.  Must have demonstrated expertise in developing, implementing and monitoring accommodation support services for adults with disabilities.
  • Must have demonstrated experience working with adults with a scope of permanent and temporary disabilities. 
  • Must have a commitment to the principles of equity and inclusion and be able to demonstrate an understanding of the implications of specific disabilities as they relate to a student’s success at university and in a broader context. Must understand the strengths and challenges of adults with disabilities and have knowledge of cultural views of disability.
  • Must be able to communicate clearly and professionally (both orally and in writing). 
  • Ability to work effectively both independently and within a team environment
  • Must demonstrate superior organizational skills, and a proven ability to multi-task and work well under pressure in a fast paced environment with strict deadlines.
  • Must demonstrate flexibility, sensitivity, creativity and commitment to work in Accessible Learning.
  • Demonstrated computer skills, e.g. Word Processing, Excel, Power Point, Internet, email, data management system.



MG-2B - $75,667 - $94,583



Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.


Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at

Should you be interested in learning more about this opportunity, please visit for additional information and the online application system. All applications must be submitted online. Please note, a CV and letter of introduction will be required in electronic form.

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