Coordinator, Accessibility (Daytime)
The Coordinator, Accessibility (Daytime) is a crucial member of the Kennedy Center's Office of Accessibility team which ensures compliance with disability rights law and the cross-institutional delivery of a broad spectrum of access accommodations and programs for patrons and visitors of all ages with disabilities. The Coordinator is responsible for: 1) Executing all aspects of accessibility accommodations and services for performances, programs, activities and events including facilitating compliance and technical assistance with internal and external users; 2) Customer relations, determining appropriate accommodations, customizing and adapting services, responding to requests, resolving problems/complaints, and communication with all parties involved; 3) Testing and evaluating new initiatives, technologies and services; and assisting with other projects such as conferences, events, etc.; and 5) Managing and supervising volunteers, training staff and volunteers, day-to-day administration, and ensuring that projects are executed to the highest standard of quality and professionalism; as well as other duties as assigned. This position reports to the Manager of Accessibility.
Duties and Responsibilities:
35% ACCESSIBILITY ACCOMODATIONS: Coordinate, implement and deliver cross-institutional broad spectrum accessibility services complying with federal disability rights regulation for patrons and visitors with disabilities of all ages for performances, programs, events, and activities including but not limited to: sign language interpreting and captioning including recruiting, selecting, hiring, and overseeing sign language interpreters, sign masters, and captioners; audio description including overseeing, recruiting, training, selecting, supervising, and managing audio describers and the usher liaison program; Braille and large print materials including coordinating with other departments, formatting and timely distribution; Assistive listening systems including communication with ushers services, monitoring use, and coordinating maintenance with production; monitor loaner wheelchair program; sensory-friendly programming, including developing resources, coordinating advisory meetings, training staff, coordinating modifications; and other accommodations, services and programs for people with disabilities. Negotiate contract and fee terms with independent contractors and vendors, arrange for and oversee implementation of accommodations in venues. Facilitate execution of accessibility services with internal and external producers exercising good judgment and discretion to manage crises, negotiate solutions, enforce policy and procedure, and authorize action on the spot when unforeseen problems arise. Represent the Accessibility Office in meetings and on issues related to compliance with accessibility laws and statutes and ensure adherence with existing policies. Evening and weekend hours are required.
35% CUSTOMER RELATIONS/SERVICE: Create and maintain flawless quality customer relations and service while interfacing in person, phone and email with patrons, visitors, staff, volunteers, artists, stage crew, renters, producers, production companies and others. Respond comprehensively to inquiries for information and facilitate communication between customers, box office, subscriptions, group sales, ASBO, front of house, production, development, volunteers, ushers services and other departments. Analyze accommodation requests for the need to modify policy or procedure then deploy strategies for improved adaptation and customization of accommodations to meet the needs of the individual patron; take lead on inquiries and requests and follow through to resolution while identifying ways to enhance customer satisfaction, loyalty and retention. Using good conflict resolution strategies address and resolve problems, complaints, and communicate results clearly with all parties involved. Exercise good judgment and discretion to provide crisis management and intervention when unforeseen problems arise. Maintain an orderly workflow documenting actions taken to respond and fill each request; manage constantly changing, competing and complex priorities.
20% MANAGE VOLUNTEERS: Administer, manage, schedule, coach and supervise cadre of 5 to 10 volunteers 30 hours weekly involved with multiple projects such as compilation of statistical and evaluative data; documenting and tracking usage of access services; input and maintenance of marketing and network information; daily editing and production of Braille and large print. Compile and prepare projects, for volunteers in advance and be present to give instructions, address questions, troubleshoot and finalize time-sensitive projects. Recruit, on-board and train new volunteers.
5% EVENT ASSISTANCE: Assist with event management for national/local conferences, as well as local and national advisory committees, other meetings, workshops, trainings, and/or special events. Assist with providing technical assistance to external producers and organizations in making events at the Kennedy Center accessible to people with disabilities; compliance with the Americans with Disabilities Act, Section 504 of the 1973 Rehabilitation Act and other related federal statutes. Assist with and deliver in-house training of ushers, volunteers, interns, and staff; and ongoing and new initiatives of the Accessibility Program.
5% DAILY ADMINISTRATIVE FUNCTIONS: Coordinate daily administrative functions including but not limited to: answering phones and responding to email; maintaining distribution lists; collecting and tabulating data on accommodation usage; ensuring effective, accurate, and timely communications within the institution, with patrons, and with independent contractors; keeping files and records current and in an orderly manner; preparing and keeping current financial information, processing contracts and payments in a timely manner. Demonstrate ability to plan, organize, and manage time and projects for maximum productivity. Demonstrate ability to shift priorities in order to achieve high value work. Work to build productive relationships throughout the organization and across the field of cultural access. Customarily and regularly exercise discretion and independent judgment in the pursuit of job objectives and goals.
Bachelor's degree and a minimum of five years' work experience in the cultural arts and/or professional theater or other performance venue. In-depth knowledge of theater operations and theater administration. A minimum of three years' work experience in general office administrative duties and/or program coordination, event management and conference planning. Must have knowledge of issues impacting the disability community and prior experience working with people with disabilities.
Minimum Skills and/or Knowledge Required:
- Exceptional interpersonal and communication skills, pleasant manner and demeanor, excellent face-to face, email and phone skills. Ability to communicate clearly and succinctly in writing.
- Superb customer service-oriented approach, positive attitude and comfort interacting with people with disabilities of all ages.
- Proven success and ability to establish, cultivate and maintain productive collegial internal and external working relationships. Must be comfortable interacting with staff from a variety of departments, backgrounds and levels of seniority.
- Superb organizational skills, attention to detail and ability to work productively on multiple projects and tasks simultaneously. Ability to shift and adjust schedule and project priorities as new or last minute needs change.
- Excellent problem-solving skills demonstrating common sense and good judgment. Strong desire to satisfy customer needs and ensure quality delivery of services.
- Ability to take charge and work independently, yet still take instruction and work with a team. Must manage and complete complex assignments with little supervision. Must manage time and prioritize projects, while responding quickly to patron issues.
- Must demonstrate knowledge of best practices in access and inclusion and knowledge of some or all of the following: cognitive/intellectual disabilities, deafness and hearing loss, blindness and low vision, mobility and physical disabilities, aging and awareness of the broad spectrum of disability.
- Must be proficient with core office skills including office, phone and email etiquette, and with core office computer applications such as Microsoft Office software including but not limited to: Word, Excel, PowerPoint, Publisher, and Outlook. Experience creating accessible electronic documents is a plus.
The John F. Kennedy Center for the Performing Arts is a world premier performing arts organization and our nation's cultural center. Diversity is a critical component of our mission, vision, and values. Our staff exhibits a wide variety of perspectives and experiences which enable us to foster and strengthen an environment of diversity and inclusion. We offer a comprehensive range of benefits including medical, dental and vision insurance, paid vacation and sick leave, and a 403(b) retirement plan.
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