"Disability Support Specialist"

Job Details

University of Delaware
Equal Employment Opportunity Statement
The University of Delaware is an Equal Opportunity Employer which encourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University's Notice of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html

Job No: 502888
Work Type: Staff
Location: Newark, DE
Categories: Administrative Support, Full Time

GRADE: 28E

Context of Job: Under the general supervision of the Administrative Specialist, the Service Specialist performs a variety of administrative and operational coordination duties for which independent judgment, initiative, analytical thinking, and problem-solving skills are required, as is the ability to work independently and as part of a team. The position administers and coordinates front- and back-of-office administrative systems and workflows in support of Disability Support Services operations, with responsibility for evaluating effectiveness, identifying gaps, and recommending or implementing process improvements.

The position handles sensitive and confidential information, inquiries, files, and policy-related matters requiring the utmost discretion, tact, and professionalism. The position oversees and coordinates front and back of office administrative operations to support efficient service delivery and compliance.

This position provides administrative oversight of front-line service functions, establishing service standards, determining intake and routing protocols, and monitoring service quality; responding in-person or by phone to inquiries from students, parents, stakeholders, and the general University community. The position requires excellent interpersonal skills including listening skills, analytical judgment, and maintaining sensitivity to student privacy at all times. MAJOR RESPONSIBILITIES:

Visitors & Customer Service (Front of Office)

• Oversee and coordinate front-of-office administrative workflows, including intake, routing, and service access procedures, to ensure consistency, compliance, and effective customer service delivery.
• Independently determine and modify intake and scheduling frameworks to ensure equitable access, operational efficiency and regulatory alignment
• Communicate department practices and procedures to students and families with clarity and empathy, using active listening and supportive communication techniques.
• Apply established strategies and departmental procedures to help guide individuals toward appropriate resources.
• Evaluate non-routine or complex service access issues and determine appropriate administrative escalation or resolution pathways.

Safety

• Assess operational gaps related to front-of-office coverage and service access and recommend adjustments to administrative workflows or coverage models as needed.
• Exercise independent judgment, including authority to resolve administrative and service-access issues, determine appropriate responses, and independently implement solutions; escalating only issues involving policy deviation or significant institutional risk.
• Arrange student transport services in coordination with University standards; follow emergency protocols and notify supervisor as required.
• Identify and triage non-routine requests and communicate with staff as needed. Assist students in distress and respond to emergencies following established policies and procedures.

Appointment Scheduling & Record Keeping

• Administer and coordinate appointment scheduling systems and workflows, ensuring appropriate prioritization, compliance, and efficient utilization of resources.
• Communicate with staff and follow special instructions related to client/student appointments.
• Input client/student documentation and add correspondence into the electronic record.
• Analyze waitlist data, access trends, and scheduling bottlenecks; generate regular reports; and recommend operational adjustments.
• Handle highly sensitive and confidential information. Follow FERPA and HIPAA privacy rights, where applicable.

Administrative Services (Back of Office)

Office Management

• Open, maintain, and close office spaces; assist with smooth day-to-day operations within the office environment.
• Receive and screen calls, emails, and office mail; respond to inquiries in a timely and appropriate way; take messages and triage as needed.
• Manage/purchase office supplies, equipment, and other expenses; maintain proper expense documentation records.
• Process electronic forms/payments, e.g., journal vouchers, vendor payments, honorariums, reimbursements, as needed.
• Provide administrative coordination and continuity across locations as needed to ensure operational effectiveness.
• Send sensitive and confidential information by mail or fax following approved release process.
• Create, organize, and maintain confidential files.

Executive Assistance

• Coordinate administrative components of projects and initiatives, including scheduling, sequencing, and resource alignment, with discretion to determine appropriate administrative approaches.
• Assist with logistics for regular meetings, special programming, candidate interviews, and professional speakers; such as room reservations, catering, transportation, lodging, and technical assistance with displays and presentations.
• Perform miscellaneous job-related duties as assigned.

Qualifications:

• Bachelors preferred in higher education, student affairs, public administration, or a related field and two years of related work experience or an equivalent combination of education and experience.
• Proficiency in the Windows environment, Microsoft Office (Access, Excel, PowerPoint, Word, Outlook) and with Google Drive apps such as docs, sheets, slides and forms as well as experience with electronic communication and internet research.
• Knowledge of federally mandated policies.
• Effective interpersonal, oral and written communication skills.
• Strong organizational skills with attention to detail; ability to manage high-volume workflows.
• Ability to collaborate and work successfully in a team environment
• Ability to ensure compliance with established policies, procedures, and regulatory requirements.
• Capacity to independently analyze administrative operations, identify risks or inefficiencies, and recommend or implement process improvements that increase efficiency and effectiveness.
• Experience in data collection, including collecting, compiling and maintaining data from multiple sources such as files, records, databases, staff or others.
• Independent judgment in handling confidential and non-routine matters.

Special Requirements:

• May require schedule flexibility to support operational needs.