Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

Serves as a subject matter expert within the resort by coordinating, auditing, and facilitating ADA compliance as required by the ADA (Americans with Disabilities Act), the DOJ (Department of Justice) and UPR standards and service. Also acts as a point of contact for facility assessments and commonly asked questions to ensure proper accommodations and services are designed, constructed, and audited to ensure compliance sustainability. Research requests based on Risk Management accessibility claims, which may also require completing field audits and incident analysis. Completes regular documented facility audits for all guest areas to ensure proper accommodations are consistently provided and analyzes various reports that document guest feedback regarding the resort’s accessibility. Responsible for managing and/or leading the team of Sign Language Interpreters to ensure a high level of service is provided. Develops publications that spotlight various accessibility topics based on guest comment trends.

MAJOR RESPONSIBILITIES:

• During new facility construction, serves as an accessibility resource to ensure designs and builds are delivering ADA compliance requirements and UPR standards. Responsible for maintaining positive relationships and partners with other departments while conducting regular documented in park Accessibility audits to ensure compliance sustainability for front of house and back of house facilities including but not limited to restroom facility, restaurants, attractions, shows, and transportation. In addition, serves as a key liaison between Attraction Operations, Entertainment, Merchandise, and Food Services during special events to ensure added visual elements and experiences in guest walkways meet accessibility requirements. Stays current with all ADA regulations and standards.
• Assists with training programs which ensure accessibility awareness and Service Modeling for hourly, non-exempt, and exempt team members. Develops and delivers training programs to all divisions of Universal Orlando, which ensure accessibility awareness is incorporated into the Guest Services model for new hire orientations and on the job training courses. Develops and distributes publications that spotlight various accessibility topics based on guest comment trends received throughout various operational divisions. Audits resort wide training materials for consistency and stays up to date on policy changes related to guest accessibility.
• Manages and/or leads the team of sign language interpreters that provide support to various Team Members and Guest requests while expediting priority requests. Ensures interpreter requests to include staffing, trainings, divisional updates, team member company events and guest show requests by ensuring proper coverage, using 3rd party resources as needed. Manages and/or provides feedback on performance, giving direction and developing communication, decision making and reasoning skills. Regularly observes sign language interpreters delivering effective communication at various events and assignments.
• Serves as an Accessibility Ambassador for event groups such as GKTW, Dreamflight, etc. that visit our parks yearly to provide accurate information regarding our various accessible programs prior to arriving. Supports the MyAbilitiesNetwork group by working together to foster a work environment that embraces diversity. Assists in ensuring guest collateral that describes our various accommodations are always up to date which includes but not limited to digital park maps, mobile application, Guide for Rider Safety and company websites.
• Coaches and uses counseling forms to document and maintain service standards to both our park guests and team members. Develops and drives yearly TSAT initiatives and department goals. Processes POs on behalf of Operations to pay 3rd party contractors. Monitors, tracks and records overtime and training projections and results. Works with HR and internal departments to schedule and supply interpreters for Team Members as needed.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

SCOPE:

This individual will serve as a subject matter expert in ADA guidelines to include facility requirements that provide an inclusive experience for the park guests. This individual will oversee the American Sign Language services interpreting team that provided support to both UO Team Members who are deaf or hard of hearing, as well as park Guests requesting effective communication at our parks live shows.

EDUCATION:

• Bachelor’s degree is strongly preferred.

EXPERIENCE:

• 3+ years of supervisory experience required.

ADDITIONAL INFORMATION:

• Working knowledge of ADA standards and updates:
  
  • Knowledge of ASTM F24 standards preferred.
  • Knowledge of American sign language is helpful.
  • ADA Coordinator certification preferred.
• Ability to effectively present information in one-on-one and large group situations to other employees of the organization.
• Must be proficient in Microsoft Office – Word, Excel, PowerPoint, and SharePoint.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Orlando Resort. Here you can.

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