Scheduling Specialist

Advocates • Framingham, MA

12d • Hybrid

About The Position

The Scheduling Specialist supports the organization by booking and confirming service providers in consultation with the Assistant Director and Director for all agency-wide communication access requests. This position plays a critical role in monitoring communication about outstanding request details, seeking Deaf-centered input on access providers, assigning coverage, and maintaining cancellations, changes, and confirmations of all agency requests. The Scheduling Specialist works closely with the Administrative Specialist on the data integrity of the request, while seeking consultation about preferred communication access providers from team leadership and consumers. This role supports agency-wide fiscal operations by preparing invoice details for all external billing and reimbursable requests for approval by team leadership. The Scheduling Specialist supports the agency’s network of communication access providers by maintaining contact information and availability of external vendors to meet access demands that exceed the capacity or specialty of internal communication access capacity.

Requirements

• Proficiency in American Sign Language and written English.
• Must possess strong interpersonal skills for working in a diverse, multi-lingual, multi-cultural community.
• Understanding of Deaf community culture, language, and intersectional identities required.
• Two-year degree (A.A.) required.
• Must have lived or professional experience with interpreting in a wide variety of settings with Deaf professionals.
• Proficient computer skills.
• Ability to thrive in a fast-paced, team-oriented environment, as well as work independently.
• Strong customer service skills, organizational skills, and ability to multi-task.
• Must have transportation access available during working hours to travel between sites.
• Must be able to perform each essential function satisfactorily with or without reasonable accommodations.

Nice To Haves

• Native and heritage signers are strongly encouraged to apply.
• Experience with Deaf, DeafBlind, DeafDisabled, Hard of Hearing, and Late Deafened identities preferred.
• degree in related field preferred.
• Experience with scheduling, coordination, and billing preferred.
• Experience working in Human Services such as behavioral health, developmental and brain injury services, substance use recovery, and/or other related fields preferred.
• experience with Microsoft Office Suite and Zoom preferred.

Responsibilities

• Monitor communication access scheduling to ensure timely, qualified, culturally responsive, and equitable service delivery.
• Maintain the daily scheduling and coordination of communication access requests using USked and related systems.
• Serve as a central point of communication between requestors, Deaf consumers, interpreters, and staff.
• Support the Administrative Specialist to monitor and triage incoming requests by assessing urgency, complexity, and communication access needs.
• Support the Administrative Specialist and team leadership to maintain interpreter availability records and assist requestors in identifying possible availability on the schedule.
• Assign staff and freelance interpreters based on qualifications, experience, cultural and linguistic needs, consumer preferences, availability, and the unique requirements of each assignment in consultation with team leadership.
• Send out confirmations related to filled requests.
• Partner with the Administrative Specialist and Deaf stakeholders and professionals to support Deaf-led data collection practices, including communication access preferences, needs assessments, and feedback on assignments.
• Act as secondary escalation and follow-up support to the Administrative Monitors assignment preparation, including materials, links, and logistical readiness.
• Prepare scheduling-related billing processes, including accounts payable and receivable activities.
• Support leadership with data tracking and reporting related to service utilization, costs, and scheduling trends.
• Support agency communication with external vendors including contact information, availability, and guidance on invoicing and reimbursement procedures.
• Utilize department and organizational systems, including scheduling software, OneDrive, Microsoft Office, Smartsheet, and other data management tools.
• Attend and actively participate in supervision, staff meetings, and professional development activities.
• Treat all members of the Advocates community with dignity and respect, in alignment with The Advocates Way and Advocates Human Rights policies.
• Promptly report any concerns regarding abuse or neglect of individuals served through supervisory channels or other required mandated reporting processes.
• Report concerns related to employee discrimination through supervisory channels or by following the Hate, Discriminatory, or Oppressive Behavior (HDOB) reporting protocol.
• Ability to work in a hybrid environment, with flexibility to work both remotely and on-site as needed.
• Perform other duties as assigned.

Benefits

• Advocates is committed to cultivating a diverse and welcoming community where everyone feels respected and valued.
• Advocates fosters a culture of inclusion that celebrates and promotes diversity along multiple dimensions, including race, ethnicity, sex, gender identity, gender expression, sexual orientation, partnered status, age, national origin, socioeconomic status, religion, ability, culture, and experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree