Scheduler

Gallaudet University•Washington, DC

7d•$27 - $36

About The Position

Gallaudet University, federally chartered in 1864, is a bilingual, diverse, multicultural institution of higher education that ensures the intellectual and professional advancement of Deaf and hard of hearing individuals through American Sign Language and English. Gallaudet maintains a proud tradition of research and scholarly activity and prepares its graduates for career opportunities in a highly competitive, technological, and rapidly changing world. Reporting to the Supervisor of Scheduling Operations, the Scheduler provides customer service and builds rapport with Gallaudet University and Clerc Center community members, identifying communication needs, scheduling interpreting and captioning services, and coordinating communication and information.

Requirements

High school diploma and/or GED.
A minimum of five years of experience with scheduling, customer service, or a related field (Bachelor’s degree and a minimum of two years of the above-mentioned experience will be considered.)
Ability to communicate in American Sign Language.

Nice To Haves

Experience working in a higher education setting.
Knowledge, Skills, And Abilities:
Strong interpersonal and communication skills.
Strong knowledge of interpreting professions.
Strong ability to work independently and to thrive in a fast-paced environment.
Strong ability to define problems, collect data, establish facts, and draw valid conclusions.
Strong ability to communicate effectively, display focus, attention to detail, and organization.
Strong computer literacy in Windows environments including MS Office and Google applications.
Demonstrated ability to work with and across University departments, outside constituents and groups.

Responsibilities

Evaluates and assigns service providers for all service requests submitted to GIS during a specific timeframe by identifying appropriate service provision for students, staff, faculty, internal and external clients and visitors based on individual and situational needs.
Coordinates scheduling activities that require specialized coordination, review and oversight in specific areas including, but not limited to, collecting and coordinating services for a wide range of consumers including new signers and DeafBlind consumers, classes and internships/externships/teaching each semester, student success activities, campus administration, and community events where Gallaudet participants are in attendance.
Proactively and consistently relies on interpreter profiles as an essential tool in daily workflow; communicates consistently and effectively with colleagues; and adheres to established communication protocols.
Establishes and maintains effective communication and rapport with scheduling colleagues, interpreting service providers, and GIS leadership concerning day-to-day operations; and gathers information, consults, collaborates, and provides recommendations to service providers and/or leadership, particularly regarding high profile/high impact service requests and/or critical circumstances.
Consistently and promptly reviews and responds to all established communication channels (email, phone/, text) for multiple service requests, supplementary information related to various multiple requests, general inquiries, and cancellations; and directs information received to the appropriate person for resolution and/or follow up as needed.
Responds to interpreting and CART service provider inquiries, absences and requests for assignments; and takes necessary related actions to ensure efficiency of overall resources and campus interpreting needs.
Supports the Supervisor with periodic review of operations and scheduling activities; makes recommendations for solutions to increase effectiveness; and reviews the standardization of scheduling practices, internal procedures, processes, and relations of scheduling practices and operations, internal and external client and consumer relations (e.g., proactively presenting options to requestors for detailed and/or complex requests.), interaction, relations, and protocols with internal and external networks service providers (staff interpreters, independent interpreters, agency interpreters, captioners), and actively seek opportunities that will enhance and increase breadth and depth of client experience at Gallaudet University (e.g., coordination of large events, information gathering, schedule of needs).
Supports the management and coordination of large, high profile, and/or high impact requests, including identification of appropriate service provision and service providers, connects with a designated interpreter and/or scheduler serving as a liaison or a coordinator associated with the client(s), and centralizes the flow of communication and access to information, and confirm services.
Connects and builds rapport in response and support of enhancing the DeafBlind experience on an individual and on a collective level, by collaborating with all departments that includes but are not limited to the Office of Students with Disabilities (OSWD), Accessibility Resource Center, Student Success, event planners, and interpreting service providers
Attend and participate in conversations, meetings, and committees as needed related to interpreting service provision for DeafBlind consumers.
Outlines billing and associated protocols for requesters as needed e.g. cancellation, untimely/timely; and escalate for further support as needed.
Develops and applies ongoing analysis of demand forecasts, volume trends, and staffing levels to improve efficiency of our workforce across locations, days of the week, shifts, and platforms.
Implements, maintains, and provides onboarding for new schedulers, as well as ongoing training for the scheduling team; reviews training materials and policy documents to ensure plain language and effective use of visuals that support comprehension for individuals with language barriers; and provides mentorship and opportunities for reciprocal feedback.
Participates in morning and evening on-call rotations within the scheduling team and provides hybrid front-end support as needed.
Communicates and documents personnel, billing, situational, and technical issues in a timely manner, and escalates concerns to the appropriate Senior Interpreting Administrator for resolution.
Coordinates scheduling activities requiring specialized coordination, review, and oversight.
Conducts reviews of general operations and provides recommendations for areas of need.
Provides guidance and support for schedulers, including onboarding and general training.
Develops and maintains familiarity with GIS services, platforms, and service provider requirements.
Assists the supervisor with the development and maintenance of procedures to support efficient scheduling and service provision.
Prepares reports, completes special projects, and assists with billing as needed.
Maintains confidentiality and professionalism at all times.
Establishes and maintains positive, supportive working relationships with co-workers and supervisors.
Demonstrates a genuine commitment to diversity, equity, and inclusion in the workplace and participates in activities and workshops that foster continuous learning.
Serves as a mandatory reporter under Title IX and completes required Title IX training and other compliance requirements annually.
Prioritizes workplace safety as a shared responsibility by fostering a culture of safety, adhering strictly to safety procedures and protocols, and promptly reporting hazards or incidents.
Performs related and other duties as assigned.