After Hours Accessibility Coordinator

Position Summary

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.

Essential Duties and Responsibilities

After-Hours Scheduling & Coverage

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.

Interpreter & Captioner Support

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

Client Communication

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

Systems & Documentation

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

Problem Resolution & Escalation

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

Requirements & Qualifications

Experience & Background

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

Core Skills & Knowledge

Working knowledge of:
ASL interpreting and interpreter qualifications
CART and captioning workflows (onsite and remote)
Scheduling best practices, coverage management, and escalation protocols
Understanding of:
HIPAA and confidentiality requirements
Contractual obligations, SLAs, and cancellation policies
Strong attention to detail with scheduling accuracy, documentation, and data integrity
Effective written and verbal communication skills
Comfortable working in:
Interpreter Intelligence (II)
StreamText and captioning platforms
Videoconferencing tools (Zoom, Teams, WebEx, etc.)
Excel and shared tracking spreadsheets
Ability to troubleshoot basic CART, captioning, and virtual service issues
Willingness and ability to learn new tools, workflows, and systems

Professional Expectations

Ability to manage multiple priorities in a fast-paced, deadline-driven environment
Strong problem-solving skills with the ability to remain calm during urgent or high-impact situations
Proven ability to collaborate effectively with:
Interpreters and captioners
Clients
Internal teams
Flexibility to support extended hours, evenings, weekends, and urgent coverage needs as required
Commitment to professionalism, accessibility, and high-quality service delivery