Lead Director, Reasonable Accommodations

CVS Health•Paris, VT

1d•Hybrid

About The Position

As the Lead Director of Reasonable Accommodation (RA), you are responsible for leading a team focused on the enterprise strategy, program design and delivery of Reasonable Accommodation (RA) services. This role is essential to ensure compliance with the Americans with Disabilities Act (ADA) and other relevant regulations as well as the highest possible level of colleague service. As directed by the Vice President of Colleague Relations, the Lead Director will work closely with Leave of Absence, HR leadership, Compliance, legal counsel, Colleague Relations, and management to address and resolve complex RA issues; providing colleagues and leaders with the tools, training, technology, HR data and business unit support needed. This role also has responsibility to give recommendations on keeping applicable CVS policies up to date, across federal, state and city regulations in partnership with legal and compliance teams. The role involves recommending programs and practices that will enhance productivity, reduce costs, maintain / exceed service levels and support the strategic vision of the team, identifying large scale opportunities for Senior Leadership buy-in. It includes designing and implementing streamlined workflows and procedures for handling accommodation requests, ensuring efficiency, consistency, and transparency throughout the process, while designing with self-service in mind. Collaboration with legal, colleague relations and other key stakeholders is required to develop, review, and update RA policies, procedures, and guidelines to reflect regulatory changes, organizational needs, and industry best practices. The Lead Director will oversee the operational delivery of the accommodation process, including intake, documentation, tracking, and resolution of requests, optimizing the effectiveness and efficiency of the overall program through a continuous improvement approach. Monitoring and analyzing accommodation trends, tracking key metrics, and identifying areas for process improvement, resource allocation or issue spotting, partnering with key stakeholders across the Enterprise where needed. Developing a quality control approach with periodic audits and reviews of RA-related documentation, processes, and systems to ensure accuracy, consistency, and adherence to established standards and best practices. The position involves leading a team of at least three direct reports with a span of control of over 25 exempt and non-exempt colleagues, responsible for selection, training, recognition, and performance assessment. Inspirational leadership is expected to ensure compliance, fostering an environment where measurement, quality, continuous improvement, and best practices are valued and rewarded. A commitment to continuous learning and professional development for self and team is crucial, with a proactive approach to staying updated on ADA regulations, technology solutions, and industry trends related to disability accommodation, HR operations that recommend enhancements or innovations to optimize efficiency and effectiveness.

Requirements

10+ years of experience in Reasonable Accommodation including Americans with Disabilities Act (ADA) or related field
5+ years of experience leading teams
3-5 years of experience in administration platforms, software applications and tools for data management, reporting, and analytics
Willingness to travel up to 10% (including plane travel)
Bachelor’s degree required; equivalent work experience may substitute

Nice To Haves

Demonstrated track record of influencing key stakeholders and Senior Leadership
Experience working in a highly matrixed environment
Master’s degree in vocational rehabilitation counseling or related field or equivalent experience
Certifications in Disability, Vocational, Clinical or Human Resources (CDMS, CRC, CVE, CCM, SHRM-CP or SHRM-SCP)

Responsibilities

Lead a team focused on the enterprise strategy, program design and delivery of Reasonable Accommodation (RA) services.
Ensure compliance with the Americans with Disabilities Act (ADA) and other relevant regulations.
Ensure the highest possible level of colleague service.
Work closely with Leave of Absence, HR leadership, Compliance, legal counsel, Colleague Relations, and management to address and resolve complex RA issues.
Provide colleagues and leaders with the tools, training, technology, HR data and business unit support needed.
Give recommendations on keeping applicable CVS policies up to date, across federal, state and city regulations in partnership with legal and compliance teams.
Recommend programs and practices that will enhance productivity, reduce costs, maintain / exceed service levels and support the strategic vision of the team.
Identify large scale opportunities for Senior Leadership buy-in.
Design and implement streamlined workflows and procedures for handling accommodation requests, ensuring efficiency, consistency, and transparency throughout the process, while designing with self-service in mind.
Collaborate with legal, colleague relations and other key stakeholders to develop, review, and update RA policies, procedures, and guidelines to reflect regulatory changes, organizational needs, and industry best practices.
Oversee the operational delivery of the accommodation process, including intake, documentation, tracking, and resolution of requests.
Optimize the effectiveness and efficiency of the overall program through a continuous improvement approach.
Monitor and analyze accommodation trends, track key metrics (e. g., request volume, turnaround time), and identify areas for process improvement, resource allocation or issue spotting.
Partner with key stakeholders across the Enterprise where needed.
Develop a quality control approach with periodic audits and reviews of RA-related documentation, processes, and systems to ensure accuracy, consistency, and adherence to established standards and best practices.
Lead a team of at least three direct reports with a span of control of over 25 exempt and non-exempt colleagues.
Responsible for selection, training, recognition, and performance assessment of Enterprise Reasonable Accommodation Team.
Provide inspirational leadership to ensure compliance, fostering an environment where measurement, quality, continuous improvement, and best practices are valued and rewarded.
Commit to continuous learning and professional development for self and team.
Proactively stay updated on ADA regulations, technology solutions, and industry trends related to disability accommodation, HR operations that recommend enhancements or innovations to optimize efficiency and effectiveness.