Specialist, Education Specialist (Accommodation Reviewer)

The Customer Service Operations Support Analyst is responsible for reviewing and processing accommodation requests for the Accessibility and Accommodations Services Department. This includes evaluating case files, making accommodation determinations, and communicating directly with candidates, advocates, and clients regarding accommodation needs and outcomes. The role also researches and resolves non-standard requests, develops implementation plans for complex or unique situations, and collaborates with internal stakeholders to ensure appropriate solutions are identified and effectively implemented.

Role and Responsibilities

• Provide support to clients and candidates within a high-volume accommodation request workflow.
• Review case files to determine the completeness of documentation and eligibility for accommodations.
• Make accommodation decisions and recommendations based on provided information.
• Conduct initial assessments of accommodation requests and collaborate with colleagues or escalate complex cases to senior members of the Accessibility and Accommodations Services team.
• Partner with candidates and clients to identify solutions for non-standard accommodation requests across multiple test delivery models.
• Participate in projects that may involve interaction with candidates, clients, testing channels, and internal stakeholders.
• Develop implementation plans and provide operational guidance for complex or unique accommodation scenarios.

Education and Experience

• Bachelor's degree required in special education, learning disabilities, psychiatric nursing, social work, rehabilitation counseling, psychology, or a related disability-focused field; master's degree preferred.
• Two or more years of experience in a corporate, educational, healthcare, disability services, or mental health setting required.
• Two or more years of customer service, student services, case management, or related experience preferred.
• Experience working directly with individuals with disabilities preferred.

Skills, Knowledge, and Abilities

• Working knowledge of the Americans with Disabilities Act (ADA) and other applicable disability-related laws and regulations.
• Ability to exercise sound judgment and discretion when handling confidential and sensitive information.
• Ability to develop and maintain positive relationships with candidates, clients, and internal stakeholders.
• Strong conflict resolution and problem-solving skills.
• Effective time management, organizational, and planning abilities.
• Strong attention to detail and commitment to accuracy.
• Ability to communicate professionally and effectively with diverse populations using tact, empathy, and sound judgment.
• Proficiency with Microsoft Office applications, virtual meeting platforms, and database systems.
• Ability to work independently while managing multiple priorities in a fast-paced environment.
• Demonstrated ability to analyze information, make informed decisions, and document outcomes clearly and consistently.