After Hours Accessibility Coordinator

About Piedmont Global

Piedmont Global is a Strategic Globalization Organization (SGO) integrating cultural fluency, strategic insight, and custom technology to help clients scale with speed, navigate complexity, and operate seamlessly across cultures, markets, and systems. Headquartered in Washington D.C with team members spanning five continents, Piedmont Global equips organisations with the people, capabilities, and strategies to lead - globally, fluently, and confidently.

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

Compensation and Employment Type:

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.