Scheduler at Rochester Institute of Technology in Rochester, NY

Job description

Position Highlights Provides scheduling support through the Department of Access Services (DAS). Responsible for the daily coordination of provider assignments and maintaining and updating over 11,000 hours of requests per semester in the DAS staff portal system. The position oversees day-of scheduling for approximately 200+ access service providers, ensuring real-time coverage and rapid response to last-minute changes, cancellation, and absences. This role serves as the central communication hub for DAS, fielding a high volume of inquiries and dispatches from students, faculty, parents, and staff via phone, email, text, and in-person interactions. It is the main point of contact for departmental concerns, including problem reports and service escalations. The position also manages the DAS on-call system, tracks uncovered assignments throughout the day, and facilitates timely coverage for both academic and non-academic events. The role requires continuous attention to detail, adaptability to frequent changes, the ability to operate under pressure, and a high level of customer service—often requiring extended hours during peak periods. The office operates from 7:00 a.m. to 9:00 p.m., demanding flexibility and a strong commitment to service excellence. This position follows a 10-month schedule, typically from August through May. Major Responsibilities: Scheduling & Data Management: Maintain and update access service requests and assignments in the DAS staff portal (ASDS) system. Verify data accuracy and ensure real-time availability for DAS providers and requesters. Track uncovered assignments and manage daily scheduling, including last-minute changes and on-call assignments. Deliver daily or weekly summaries as needed. Communication & Customer Service: Serve as the central communication hub for DAS and provide essential support and service across the RIT & NTID communities via diverse communication platforms including email, phone, instant messaging, and in-person engagements. Ensure high-quality interactions, resolution of inquiries, and route issues to appropriate managers. Provide timely updates to coordinators, captionists, and interpreters regarding schedule changes. Student Supervision & Office Operations: Train and support student employees in the DAS scheduling office. Provide back-up support to the Access Services Scheduling Office manager. Supplemental Access Service Coordination: Reconcile freelance and remote billing. Maintain the database for contract service vendors. Coordinate with agencies for last-minute coverage and schedule changes. Departmental Support & Special Projects: Support remote room key sign-outs, parking passes, and other similar processes. Additional responsibilities include: Training and working with student assistants, Coordinating with freelance and remote agencies for service provider coverage and reconciling billing, Managing operational logistics such as remote room key sign-outs, parking passes, and other departmental needs, Maintaining current and accurate information in DAS systems, Facilitates seamless day-to-day activities within the university. Preferred Skills: Ability to evaluate priorities and work with constant interruptions. Handle complaints in a diplomatic, professional manner. Attention to detail. Manage multiple projects simultaneously. Consumer focus. Strong written and signed or spoken communication skills Interact with deaf consumers. Sign language communication skills at the survival plus level or ability and willingness to acquire this proficiency and knowledge of deaf culture. Essential Duties & Responsibilities Addresses both routine and complex, unanticipated issues and inquiries, ensuring timely resolution while maintaining compliance with department and university policies and procedures. Collaborates with internal and external stakeholders on confidential matters Acts as a resource for interpreting practices, processes, and policies, providing clear guidance to othe