[Hiring] After Hours Accessibility Coordinator @PGLS

Role Description

The After-Hours Scheduling Coordinator is responsible for facilitating the scheduling of interpreter requests submitted outside of normal business hours and addressing any scheduling changes or cancellations for all books of business across several platforms. This role requires high attention to detail, organization, and an ability to communicate effectively with a diverse team of interpreters, clients, and internal stakeholders. They will be expected to balance multiple requests, prioritize them based on urgency and available resources, and maintain up-to-date records in the scheduling system.

Qualifications

• Minimum 2 years of experience in scheduling, coordination, or operations within ASL interpreting services, CART/captioning services, or accessibility/language services.
• Demonstrated experience coordinating onsite and/or remote accessibility services.
• Prior experience working in Interpreter Intelligence (II) or comparable scheduling systems preferred.

Requirements

• Monitor after-hours communication channels (email, phone, text, Slack) during assigned shifts.
• Respond to urgent scheduling issues including:
  • Interpreter or captioner callouts
  • Cancellations and no-shows
  • Last-minute or emergency service requests
  • Interpreter call outs with substitutions
• Secure replacement coverage when needed.
• Coordinate short-notice requests and service changes.
• Provide support to interpreters on any issues related to assignments, travel, and work requirements.
• Follow escalation protocols for unresolved or high-impact issues.
• Communicate any necessary updates in the TEAMS channel “After Hours/Weekend” group for the next covered shift.
• Serve as the after-hours point of contact for interpreters and captioners.
• Communicate assignment updates, changes, or cancellations clearly and promptly.
• Confirm interpreter’s arrival and coverage when issues arise.
• Document interpreter callouts and attendance issues for follow-up.
• Join VRITerp Slack Channel and monitor any technical issues and report to clients.
• Respond professionally to urgent client inquiries after hours.
• Communicate service disruptions, delays, or coverage changes in a timely manner.
• Maintain professionalism and confidentiality in all interactions.
• Ensure clients feel supported and informed during non-business hours.
• Monitor Client’s Slack Channel.
• Update Interpreter Intelligence (II) with:
  • Coverage changes
  • Callouts
  • Cancellations
  • Notes for the daytime coordination team
• Maintain clear documentation to support next-day follow-up.
• Provide detailed handoff notes to the daytime coordination team.
• Independently troubleshoot scheduling and service issues when possible.
• Escalate complex or high-risk situations according to established protocols.
• Identify recurring issues and flag them for operational review.

Benefits

• This is an hourly full-time non-exempt position, benefits eligible.
• The compensation range for this position based on experience is $24 to $26 per hour.
• As part of the interview process for this position, you will be asked to complete an AI screening which takes about 10 minutes and gives us a starting point to target interview depth more completely.