“Giving the People Who Use the Service a Voice”: Student Experiences of University Disability Services

Abstract

Disabled students are systematically disadvantaged compared to their non-disabled peers and Disability Services can provide important access to accommodations and support. Such services are not, however, without issues. The present study investigates student experiences with University Disability Services in order to identify shared barriers to inclusion and recommendations for practice. Individual semi-structured online interviews were conducted with twelve female students. Each student discussed their engagement with Disability Services as an undergraduate or postgraduate student, and each student disclosed a long-term, nonvisible condition. A thematic analysis was used to identify three themes. These were (1) Identity and Legitimacy (Identification as Disabled, Perceived Legitimacy, The Importance of Evidence), (2) Knowledge and Understanding (Knowledge of Specific Conditions, Knowledge of Disability Services, Disability Services Staff Knowledge and Understanding, Peer Knowledge and Understanding), and (3) Independence and Support (Desire for Autonomy, The Importance of Self-Advocacy, Additional Support). The findings highlight shared barriers to support experienced by students with different diagnoses who engage with University Disability Services. A range of recommendations are provided to improve Disability Services provision (e.g., universities are advised to review the language used to advertise Disability Services).