Job Description

The Division of Student Affairs seeks an Access Specialist to serve students with disabilities registered with the Office of Student Access and Accommodation (OSAA). The position is in-person on campus, requiring strong interpersonal skills, attention to detail, and the ability to assess needs, problem-solve, and follow through on service delivery for registered students with disabilities. This position is a full on-site role based on the Boston campus.

Student Support and Compliance (60%)

• Conduct disability intake appointments for students, maintain accurate and confidential records, and guide students through the process of accessing and implementing disability related services.
• Utilize active listening and thoughtful inquiry to assess needs during intake and follow-up appointments.
• Explain departmental and university services, processes, and expectations in a clear, supportive, and accessible manner.
• Collaborate with internal staff and external partners to coordinate services and ensure a seamless support experience.
• Assist individuals in implementing approved services, including follow-up communication, troubleshooting barriers, and adjusting plans as needed.
• Monitor ongoing cases to ensure services are effectively meeting individual needs and escalating for review as needed.
• Respond to inquiries via phone, email, and in-person visits, escalating complex concerns as necessary.
• Identify trends or recurring challenges in service requests and contribute to process improvements.
• Plan and coordinate programs, workshops, and events that support service awareness, skill-building, and community engagement.
• Maintain accurate, timely, and confidential records of all interactions, documentation, and service plans in accordance with departmental and regulatory standards.
• Monitor, prioritize, and respond to emails in a timely and professional manner, ensuring accurate information is provided, and inquiries are appropriately addressed or escalated.
• Maintain consistent communication with individuals throughout the intake and service implementation process.

Testing Operations (40%)

• Provide exam proctoring in accordance with established guidelines, ensuring a secure, equitable, and distraction-reduced testing environment.
• Support proctoring/exam logistics including processing requests via the Accommodate portal, scheduling, space reservations, communication, and on-site facilitation.

Qualifications

Required:

• Experience working in higher education, healthcare, or social services settings.
• Familiarity with case management systems or electronic record platforms.
• Knowledge of relevant laws, regulations, or best practices related to service provision (e.g., ADA, FERPA, HIPAA).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other standard office software applications.
• Strong organizational skills and attention to detail, with the ability to prioritize tasks and manage multiple deadlines effectively.
• Excellent communication and interpersonal skills, with the ability to interact professionally with diverse stakeholders.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Demonstrated customer service orientation and ability to aid and support students, faculty, and staff.
• Empathy and professionalism in sensitive or complex situations.
• Sound judgment and problem-solving ability.
• Strong follow-through and accountability.
• Ability to manage multiple cases while maintaining quality and consistency.

Preferred:

• Bachelor's degree