Job Description

Overview

Communication Access Coordinators are key members of DSU's Client Operations Department. They ensure smooth, equitable service for Deaf and hard-of-hearing consumers by managing client service requests, customer intake, and provider coordination. Some team members focus primarily on request fulfillment and scheduling, while others take the lead on customer onboarding and intake. All are critical to DSU's delivery of high-quality communication access services.

Responsibilities

Coordinate ASL interpreting and CART captioning requests, ensuring accurate job details and timely fulfillment Respond to customer and provider inquiries via phone, email, and DSU's systems Support provider outreach, confirmations, and follow-up to ensure quality coverage Establish and maintain strong relationships with both requesters and providers (interpreters and captioners), ensuring clear, timely, and respectful communication throughout every assignment Onboard new customers, manage intake processes, and conduct necessary follow-ups to support strong service starts and lead conversion. Maintain accurate internal documentation and update scheduling systems Collaborate with teammates to troubleshoot issues and adjust plans as needed Engage in cross-training to support a flexible and resilient team

Role Expectations

Deliver consistent, reliable service with attention to detail and urgency Communicate clearly and respectfully with internal and external stakeholders Remain adaptable and proactive in a fast-paced, change-driven environment Contribute to a culture of shared ownership, problem-solving, and continuous learning

Qualifications

Bachelor's degree preferred, or equivalent combination of education and relevant professional experience Strong written and verbal communication skills, with the ability to communicate clearly, respectfully, and professionally with diverse stakeholders Demonstrated organizational and time-management skills, including the ability to manage multiple requests, priorities, and deadlines simultaneously High attention to detail and accuracy when documenting information, scheduling services, and maintaining internal records Comfort working in a fast-paced, service-driven environment that requires adaptability, problem-solving, and sound judgment Customer-service mindset with the ability to build trust and maintain positive relationships with clients and service providers Proficiency with computer systems and digital tools, including scheduling platforms, databases, and standard office software Ability to work independently while also collaborating effectively as part of a team Interest in accessibility, equity, and supporting effective communication access for Deaf and hard-of-hearing individuals

Benefits

Hybrid work schedule with up to two work-from-home days per week Comprehensive healthcare benefits, including medical, dental, and vision coverage Paid time off and paid holidays Professional development opportunities, including training, cross-training, and skill-building support Supportive, collaborative team environment with an emphasis on learning and growth Opportunity to contribute to meaningful, mission-driven work that advances communication access and equity

Commitment to Growth

Each team member at DSU plays a role in shaping our success and our service. Communication Access Coordinators have the opportunity to expand their skills, explore different focus areas, and grow within the department over time.

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Opportunities for advancement Paid time off Parental leave Professional development assistance Vision insurance
Work Location: In person