Scheduler - Washington, United States - Gallaudet University

Description

OVERVIEW: 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.

Job Title:

Scheduler

Worker Type:

Regular

Pay Type:
Hourly

Exempt Status:
No

Compensation Grade (Track/Level):
S3

Hiring Range (Commensurate with experience and qualifications):

$26.61-$35.45

Salary Ranges (All Compensation Grades):

Gallaudet University

Supervisory Organization (Department):
Scheduling Team

Summary:
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.

Job Description:

• 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 a essential tool in daily workflow; communicates consistently and effectively with colleagues; qand 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; 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 may include 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; 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 and training for the scheduling team; review training materials and policy documents as needed for plain language and use of visuals that support ease of comprehension for people with language barriers; and provides mentorship and opportunities for reciprocal feedback.
• Participates in a morning and evening on-call rotation within the scheduling team and hybrid front end support as needed.
• Communicates and documents promptly specific and personnel, billing, situational and technical issues; escalate to the appropriate Senior Interpreting Administrator for resolution
• Coordinates scheduling activities that require specialized coordination, review, and oversight; performs 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 in the maintenance and development, as needed, of procedures for efficient scheduling and service provision.
• Prepares reports, completes special projects, and/or assists with billing, as needed.
• Maintains confidentiality and professionalism at all times.
• Establishes and maintains a positive and supportive working relationship with co-workers and supervisors.
• Demonstrates a genuine commitment to diversity, equity and inclusion in the workplace and participates in activities and workshops to foster continuous learning.
• Serves as a mandatory reporter under Title IX; and commits to completing Title IX training and other compliance requirements on an annual basis.
• Prioritizes safety in the workplace as a collective responsibility for the well-being of employees and fosters a culture of safety that is integral to our success, including strict adherence to safety procedures and protocols, as well as promptly reporting any safety hazards or incidents.
• Performs related and other duties as needed.

Required Qualifications:

• 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.

Preferred Qualifications:

• Experience 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 knowledge with working in an inclusive work environment, particularly in a deaf-centric environment.
• 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.
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment.

Other Important Information:

• The successful candidate will undergo a background check that must be cleared prior to working at Gallaudet University.

Current Employees (Regular Status and Extended Temporary)
Please use the link below or the "Find Jobs" report directly within Workday.
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Gallaudet University is an equal opportunity employer/educational institution and does not discriminate on the basis of race, sex, national origin, religion, age, hearing status, disability, genetic information, covered veteran status, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, political affiliation, source of income, place of business or residence, pregnancy, childbirth, or any other unlawful basis. This policy is in compliance with Title VII of the Civil Rights Act, the Americans with Disabilities Act, the Rehabilitation Act, the Age Discrimination in Employment Act, the District of Columbia Human Rights Act, and other applicable laws and applies to all procedures affecting applicants and employees including, but not necessarily limited to: recruitment, hiring, placement, promotion, transfer, reassignment, reappointment, tenure, demotion, selection for training, layoff, furlough, and termination, compensation, and all other conditions or privileges of employment.