Scheduler

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 others. Represents the department and program in communications with personnel at various levels, managing and safeguarding sensitive and critical information. Advises stakeholders on departmental policies and procedures
• Assists in the preparation and dissemination of information regarding degree programs, course requirements, curriculum updates, and marketing collateral
• Manages instructional support tasks such as coordinating course syllabi, administering course evaluations and exams, and responding to student inquiries
• Provides student services support, including processing tuition waivers, course permits, graduation checks, and tracking student progress
• Supports the scheduling of courses and assists with academic coordination, ensuring smooth course offerings and scheduling logistics
• Contributes to student recruitment efforts and accreditation activities such as data analysis, teaching assistant coordination, exam management, and helps coordinate any associated outreach events
• Assists faculty with grant proposal preparation, tracks grant budgets, and provides guidance on financial processes while responding to inquiries and ensuring policy compliance
• Other duties as assigned

Knowledge, Skills, & Abilities

• Knowledge of office management, administrative procedures, and university operations to ensure effective workflow and coordination
• Knowledge of office software and databases, including tools for scheduling, data analysis, and managing academic records
• Knowledge of academic program structures, degree requirements, and course curricula to provide accurate information and support to students and faculty
• Skill in managing and coordinating course schedules, ensuring smooth logistics and alignment with academic calendars
• Skill in communication and customer service, providing clear and responsive support to students, faculty, and external partners
• Skill in problem-solving, addressing inquiries, and resolving issues efficiently while maintaining a high level of customer service
• Ability to coordinate multiple tasks and responsibilities simultaneously, ensuring deadlines are met and operations run smoothly
• Ability to build positive working relationships with students, faculty, staff, and external partners, enhancing communication and collaboration
• Ability to maintain accurate and organized records, ensuring that academic and financial documentation is up-to-date and compliant with university standards

Minimum Education & Experience

• Associate's degree in related field
• 3 years of relevant experience
• Equivalent combination of experience and education may be considered

Job Level Overview

Operations, Administrative, Service, or Technical Support Level 2 - An intermediate level role with working foundational knowledge and skills to perform routine and occasionally non-routine tasks. Tasks may require interpretation or deviation from standard procedures. May provide assistance to entry level staff.

• FLSA Category
• Non-Exempt
• Work Location
• On Campus
• Compensation $17.90 - $28.60 Hourly
• Application Materials

When you are ready to complete an application for this position please be prepared to submit the below requested information. This will be required to ensure your application is processed in a timely manner.

Cover Letter, Curriculum Vitae or Resume

Candidates must be eligible to work in the United States.

Additional Details

In compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. Rochester Institute of Technology considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources.