Service 1:

Case Management and Accommodation Determination

Overviews and Expectations

Navigating student case management and accommodation determinations has never been more complex or more critical in higher ed. Rising caseloads, evolving legal expectations, and increasingly nuanced student needs require not just compliance, but consistency, experienced decision-making and judgment, and institutional confidence.

EdPros partners with your team to strengthen and stabilize your case management processes. Whether you’re facing staffing shortages, onboarding new team members, or working through a backlog of complex cases, our experts embed seamlessly into your operation to provide direct support where and when it matters most.

Most importantly, we are not looking to replace your team… we reinforce it!

Our specialists bring deep experience in disability resource operations, helping institutions:

  • Review and assess accommodation requests using your established philosophies and procedures

  • Support the interactive process with students in a timely, student-centered manner

  • Ensure consistency and defensibility in decision-making

  • Reduce backlog and alleviate staff burnout

  • Provide guidance on complex, high-risk, or precedent-setting cases

The result: stronger decisions, better student outcomes, and a more confident, supported team.

  • Up and running in days.

    Experts embed into your existing systems and workflows from day one.

  • Works alongside your team

    Every expert operates within your established systems.

  • Scales with your needs

    Support can increase or decrease as caseload and capacity change over time.

EdPros In Action

  • The Institution's Challenge

    Midway through the fall semester, a team of four Disability Support Services access specialists at a mid-sized institution found themselves in a tough spot. One Access Specialist had recently left the institution, and their Assistant Director went out on medical leave, cutting their capacity in half almost overnight.

    At the same time, demand wasn’t slowing down. The office was already managing a growing backlog, with students waiting nearly four weeks just to meet with a specialist. The team was doing everything they could to keep up, but the gap between need and capacity was growing each week.

  • The EdPros Partnership

    The institution requested support, so we stepped in quickly, placing two experienced Experts directly into the team in less than 2 weeks from first outreach to introduction meetings. The Experts embedded within existing systems and workflows, ensuring a seamless transition with no disruption to students or campus partners.

    From day one, our Experts:

    • Took on active case management responsibilities

    • Worked through both new student requests and the existing backlog

    • Partnered closely with staff to maintain consistency in communication and decision-making

  • The Impact

    Within the first eight weeks, the backlog was fully eliminated. Students were once again able to access timely, thoughtful support, and the team regained stability during a high-pressure point in the semester.

  • Sustained Support

    As the semester progressed, the Assistant Director returned. With internal capacity beginning to stabilize, we scaled our support down to one embedded Expert.

    That Expert remained in place through the rest of the academic year, providing continuity, supporting the onboarding of the new hire, and ensuring the office didn’t slip back into a reactive posture. Rather than go through the traditional hiring process, the team elected to renew their partnership with EdPros for a full year of support, ensuring they had a sustainable and highly experienced professional for as long as the student's need persisted.

  • The Result

    The outcome was more than just a cleared backlog and temporary support. It was a team that felt supported through a period of real strain, an overall office operation that stayed steady when it mattered most, and an innovative new approach to ensure a successful and manageable year ahead.