After Hours Accessibility Coordinator

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.

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

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

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

Minimum 2 years of experience in scheduling, coordination, or operations within:

ASL interpreting services CART/captioning services Accessibility or language services

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

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

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

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.