Intake Coordinator

Reporting to the Manager, Queen’s Student Accessibility Services (QSAS), the Intake Coordinator is the first point of contact within QSAS for students, Queen’s faculty and staff, and third parties with inquiries about services for students with disabilities. The incumbent advises on the university’s policy for accommodating students with disabilities, primarily related to the university’s disability documentation requirements, and supports students throughout the QSAS registration process. The Intake Coordinator meets with students throughout their registration with QSAS to appropriately solicit information and documentation. The Intake Coordinator advises students directly, or facilitates access to an Accessibility Advisor. The incumbent liaises across the University to successfully support student service delivery, by developing and maintaining positive and collaborative relationships. The Intake Coordinator participates in awareness, training, and departmental promotion activities.


Coordination and Connection

  • Connecting with colleagues within Student Wellness Services (SWS) and across the university (e.g., Faculty Academic Consideration / Accommodation personnel) to assess the level of immediacy of a student request and direct requests to appropriate University community members in a timely fashion. Assist in determining whether student requests are best met through QSAS or other supports (e.g., Extenuating Circumstances policy).
  • Develop and maintain strong working relationships with students and individuals across the university community (e.g., Faculty, Exam’s Office) to interpret and implement accommodations as written on the student Letter of Accommodation.
  • Coordinate with members of the clinical team (including, but not limited to Occupational Therapists, Counsellors, Psychologists, etc.) to understand immediate student needs and to provide the support required by a student waiting to meet with an Accessibility Services Advisor.
  • Coordinate and collaborate with various accommodation providing areas within the University (e.g., Student Academic Success Services, Adaptive Technology Centre, etc.) to support the transition of students between QSAS and those areas.

Student Accommodation Support

  • Approve interim accommodation plans for students based on the pre-approved scope of interim accommodations or the recommendations of a licensed medical professional within SWS. Consult with the Manager, QSAS when necessary to discuss complex cases requiring interim accommodations.
  • During peak periods, assess student requests for advising appointments to change current accommodations; determine whether to approve the accommodation change or book with an advisor.
  • Advise students, parents and other supporters, as well as university personnel on the QSAS registration process, including online registration process and the role of accessibility advising in assessing and approving academic accommodations.

Booking Queue Monitoring

  • Monitor the queue of students waiting to meet with an Accessibility Services Advisor and implement interim accommodations as required to ensure student’s needs are being met as they wait.
  • Communicate with QSAS Advisors and Manager, to ensure the team is aware of the wait times and booking dates.
  • Coordinate with Accessibility Clerk regarding student booking and monitoring of student-self booking.


  • Serve as the QSAS resource for the Extenuating Circumstance policy. Coordinate and support advisors in the Bursary for Students with Disabilities application process. Work with Student Awards personnel in tracking available funds and expenditures.
  • Review student medical documentation and prepare summary to assist student/Advisor meeting. Summaries include key functional impacts arising from a disability or health condition that may affect the student in the academic context.
  • Support advisors on student accommodation matters such as contacting instructors on an advisor’s behalf in support of a student’s request for an assignment extension or exam deferral.
  • Support administrative staff in responding to queries about QSAS, including the registration process as well general inquiries related to resources, services, and accessibility across the university.
  • Maintain student information and points of contact in the QSAS Client Management System.
  • Undertake other duties as assigned in support of QSAS/SWS.


  • Undergraduate degree in disability studies, psychology, education, or other discipline with a focus on human services.
  • Minimum of 5 years of experience in delivering human service work, preferably with persons with disabilities and in a post-secondary setting.
  • Knowledge of the post-secondary context and population.
  • Demonstrative training and experience in interviewing and advising.
  • Sound knowledge of human rights, accessibility, mental health, and other legislation as it applies to persons with disabilities, particularly in the postsecondary sector. Demonstrated experience interpreting and applying the results of psychoeducational and neuropsychological assessments for the purposes of confirming a disability and associated functional limitations.
  • Experience, preferably in a post-secondary setting, navigating and engaging with institutional systems, services and supports.
  • Satisfactory Criminal Record Check and Vulnerable Sector Screening will be required.
  • Consideration may be given to an equivalent combination of education and experience.


  • Awareness and sensitivity to the needs, concerns and experiences of postsecondary students with disabilities.
  • Excellent communication (verbal and written), interpersonal, and active-listening skills necessary for the skillful and effective interaction with a wide variety of individuals from across the university community and externally.
  • Ability to empathize with others, overcome challenges, and defuse conflict.
  • Cultural proficiency to work well with, respond effectively to, and be supportive of people in cross-cultural settings, demonstrating sensitivity and awareness.
  • Ability to respond diplomatically and tactfully using intuitive judgement in challenging situations.
  • Creativity and effective problem-solving skills to identify a variety of solutions to address student problems/needs.
  • Ability to work in a confidential, high-pressure environment, making independent decisions and setting priorities to respond quickly to time-sensitive matters.
  • Excellent organizational, planning and time management skills, with demonstrated ability to prioritize multiple or competing tasks while maintaining strong attention to detail.
  • Ability to work successfully in a collegial team setting with demonstrated flexibility and willingness to adapt in order to assist others.
  • Ability to work independently, to seek guidance and direction as necessary while accurately identifying situations requiring the attention of the Manager, QSAS.
  • Proficiency with word-processing, spreadsheet, and database applications (e.g., Microsoft Word, Excel, Outlook).


  • Determine which requests and student files are appropriate for referral to an Accessibility Advisor or direction from the Manager, QSAS.
  • For students with temporary or stable disabilities, decide on appropriate interim or continuing accommodations, and support their implementation.
  • In consultation with an advisor, determine appropriate plans of action when difficulties arise concerning a student’s accommodation plan.
  • Determine if disability/medical documentation meets institutional and/or government standards; assess the need for additional documentation on a case-by-case basis.
  • Determine if referrals to other services would be appropriate and facilitate these.
  • Assess information and determine urgency of student needs related to requests for accommodations, identifying available resources and possible solutions.
  • Determine the level of response needed when supporting a student in distress in order to take appropriate action as quickly as possible.
  • Recommend changes and improvements to administrative systems or processes (e.g., Extenuating Circumstances policy) to better meet the needs of students.