Senior Accommodation Consultant
Amazon
DESCRIPTION
At Amazon we believe that every day is still day one. We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you’d like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining our team. DLS Provides services 7 days a week, 24 hours a day to assist employees as they go through qualifying life events.
The Disability and Leave Services (DLS) Sr. Accommodation Consultant (SAC) operates as a program leader directly supporting both stakeholders and management. The individual serves as a liaison between business lines, the Disability Leave Services (DLS) team, outsourced vendor partners and employees.
The SAC is experienced in answering questions related to ADA, understanding the employee’s situation, responding to changing circumstances and needs, and paving the way for a connected and trusted case management experience. The individual in this role must possess self-management skills, a desire to share knowledge and an ability to translate business needs and goals into human resource capabilities, producing favorable results for the company and employees. The individual will be a subject matter expert for accommodation related matters and provide region support handling the highest complexity cases. This individual has proven ability to communicate, analyze and critically think, along with a customer service focus that employees and program stakeholders expect from Amazon.
Key job responsibilities
• Function as the highest escalation point under Manager, with expertise and excellence in case management, stakeholder consulting, and complex case management.
• Manage executive and non-executive escalation response.
• Support all new hire nesting, manage nesting plans, new hire audits, and coaching.
• Pursue return-to-work management and collaboration with leave case managers and disability vendors to ensure effective administration of the program
• Provide consultation and coaching regarding accommodation matters to designated HR partners, managers and employees
• Provide information, referral, and support to employees with medical conditions or disabilities (both occupational and non-occupational), supervisors, Human Resources, and other partners at an escalated level to support Amazon’s employee retention efforts
• Operate as an advocate for the accommodations process by providing on-going consultative support to site stakeholders and accommodation specialists with a focus on problem solving and creative solutions
• Facilitate escalated communication between stakeholders, employees with disabilities, as well as Leave of absence, STD, LTD and Workers Compensation stakeholders
• Coordinate with DLS Management and Legal on escalated issues as appropriate
• Manage sensitive cases and effectively navigate contentious interactive discussions and adhere to appropriate/effective accommodations
• Evaluate documentation and limitations to assist Human Resources and department supervisors in identifying essential and marginal functions of employee positions
• Assist employees in understanding their restrictions and limitations and their legal rights and responsibilities
• Effectively communicate with stakeholders in a virtual setting while maintaining strict confidentiality in verbal and written communications
• Maintain knowledge on legislation and national, state and local issues affecting access for employees with disabilities
• Document and maintain up-to-date case records and notes of appropriate and accurate information on the computer database
• Implement accommodations by arranging equipment, assistive technology, or other accommodations.
• Evaluate effectiveness of accommodations and make adjustments as needed.
• Provide professional opinion and actions taken on behalf of disabled employees in formal grievances, arbitration, depositions, and other forums as requested
• Adhere to internal SLAs and quality standards
• Flexible to work nights and weekend
BASIC QUALIFICATIONS
- Bachelor's degree, or 2+ years of Amazon (blue badge/FTE) experience
- Knowledge of Microsoft Office products and applications
- 5+ years of progressive HR experience that includes ADA/FMLA administration, partnership with legal teams, and evidence of strong relationship management skills
PREFERRED QUALIFICATIONS
- Experience developing policies and supporting documentation
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
- A current Commission on Rehabilitation Counselor Certification (CRCC) credential as a Certified Rehabilitation Counselor (CRC) or Master’s degree in rehabilitation counseling.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.