About UMass Amherst
The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued—and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.
Job Summary
The Registration and Receptionist Coordinator (RRC) performs office reception duties, maintains confidential files, records, and medical documentation, assists students with registration questions, and enters registration materials/documentation into a database system for Disability Services (DS). The RRC also handles all 5 College accommodation forms and manages multiple reports for quality assurance and registration completion.
Essential Functions
- Serves students and visitors by greeting, welcoming, and directing them appropriately. Updates staff on time sensitive information.
- Answers, screens, and forwards incoming phone calls while providing basic information when needed.
- Manages challenging or sensitive interactions with professionalism and clarity, while ensuring compliance with FERPA and ADA guidelines
- Establishes all accommodations for visiting Five College students, generating accommodation letters and serving as the main point of contact for approximately 80-100 students per semester.
- Provides monthly Quality Assurance and Out of Touch outreach to manage student files and ensure consistent outreach efforts for 100-150 students per month.
- Supervises & trains student reception workers. Develops onboarding materials for student workers to ensure quality of service and to clarify processes.
- Updates appointment calendars and schedule meetings/appointments.
- Provides support to the Access Coordinator team in managing the student meeting calendar: ensures Zoom links are included for all remote appointments, handles rescheduling due to staff absences, maintains a waitlist during peak periods, assists students with booking and cancellations, and runs regular reports to identify double-booked appointments—conducting outreach to increase availability as needed, especially during high-volume times.
- Prepares and enters registration data by compiling, sorting, and prioritizing information; verifies accuracy by reviewing and correcting entries, merging data from multiple sources, and maintaining records through regular file purges
- Resolves discrepancies by contacting students or licensed medical professionals for additional information. Brings issues of concern to the Associate Director.
- Regularly assists the Associate Director of Operations with managing caseload assignments for a population of over 4,000 students, redistributing caseloads evenly among Access Coordinators, identifying students who are no longer active/enrolled for removal from caseloads.
- Provides routing audits, including outreach to 150-200 students with expired temporary accommodations at the end of each semester.
- Stays informed with institutional policies and practices, especially with key stakeholders that partner closely with DS (ex: Res Life, DOSO, CCPH, etc.) for appropriate student referrals.
- Participates in ongoing training and professional development with the Access Coordinator team to stay current on the accommodation review process and legal requirements, ensuring compliance, reducing risk, and delivering accurate information to students, families, and instructors
- Maintains student confidentiality and protects operation by keeping information and records confidential.
Other Functions
- Demonstrates capacity, skill, and willingness to engage students and contribute to student success.
- Understands responsibilities with respect to conflicts of interest and behaves in ways consistent both with law and with university policy.
- Contributes toward creating a positive and respectful workplace. Uses access to sensitive and/or not yet public university-related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- High School Degree.
- Two (2) years’ office experience.
- Proven working experience in similar role.
- Proficient with data entry and the Microsoft Office Suite.
- Excellent computer skills.
- Demonstrates sound judgment in identifying situations that need to be escalated or referred.
- Effective communication skills both written and verbal.
- Demonstrated resourcefulness and proactiveness in addressing unexpected issues.
- Ability to organize, multitask, prioritize, and work under pressure.
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- Understanding of various disabilities, Disability Services, and issues impacting the disabled community.
- Knowledge of the law, rules, regulations, policies, procedures, standards and guidelines governing Disability Services.
- Knowledge of the processing and maintenance of confidential materials.
- Knowledge and skill with computer systems and software applications related to disabilities.
- Knowledge of the types and use of agency forms.
Physical Demands/Working Conditions
- Typical office environment activity.
Work Schedule
Salary Information
USA/MTA, Non-exempt, Grade 13.
Special Instructions to Applicants
Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.
The University of Massachusetts Amherst welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.