Support a student affected by an accommodation delay

A delay in an accommodation response can leave a student feeling ignored, especially when an exam is near. A retention advisor should take the concern seriously while leaving accommodation decisions with disability services. The immediate task is a timely, authorized connection and a clear understanding of what happens next.

Mina tells advisor Paul, "Why do I have to wait? My exam is in five days. Can you give me the accommodation now?" Paul replies, "I can hear how urgent this feels. I cannot grant an accommodation, because disability services reviews and approves those requests. Have they told you what information is still needed, or would you like help reaching the office today?" Mina says the documentation review is incomplete. Paul continues, "Let us contact disability services and explain the exam date so they can advise on the current process. Your instructor may also need timely information once a decision is made. I will stay with the coordination, while the approval remains with the authorized office."

Paul avoids minimizing the wait or predicting the decision. He also avoids sending medical details to the instructor. The conversation produces a focused handoff: disability services receives the timing concern, and Mina knows who will communicate any approved adjustment.

Prepare a time sensitive referral script that asks for the deadline and the process owner. In roleplay, practice acknowledging frustration without promising an approval. Afterward, review whether the follow up message contains only the information needed for coordination and whether it names the next time the student can expect an update.