Job summary
The Sr. Accommodation Consultant (SAC) serves as a liaison between business lines, the Disability Leave Services (DLS) team, outsourced vendor partners and employees. The SAC provides individual case management for sensitive accommodation and disability life events. The individual manages all aspect of accommodations, leave of absence and disability including the development and implementation of regional processes and procedures to achieve optimal employee productivity and experience.

The SAC is experienced in answering questions related to accommodation, 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. 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

• 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 regional 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
• Coordinate with DLS Management and Legal on escalated issues as appropriate
• Manage sensitive cases such as Behavioral Health conditions
• Assist Human Resources and department supervisors in identifying essential and marginal functions of employee positions
• Conduct job site analyses as needed
• Assist employees in understanding their restrictions and limitations and their legal rights and responsibilities
• Maintain 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
• Assess business unit’s training needs and/or group training sessions as appropriate
• 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
• Maintains a caseload of up to 80 cases on average. Caseload may fluctuate during periods of high volume such as peak, prime day and new site launches
• Ability to travel as appropriate (25-50% of the time)

About the team
From a customer driven perspective, Senior Accommodation Consultants strive to provide the best customer service and facilitate working at the best employer on earth.
Senior Accommodation Consultants work directly with customers at many levels, from associates, managers and legal representatives the team provides expert knowledge in accommodation best practices.
The Senior Accommodation Consultant will work with a team of managers, Accommodation Consultants and administrative professionals to deliver service and equity to all individuals.
• Experience handling negotiations • Experience in union and non-union manufacturing, distribution and call center locations • Experience working with confidential information • Ability to build strong relationships and influence others while working in a cross functional environment, preferably with senior members of the business • Employee relations and change management • Experience working with government programs • Customer service and communication skills, both verbal and in writing. • Ability to diagnose problems, identify and drive appropriate solutions • Ability to work with all levels of business contacts to include: o Physicians - Disabled employees - Managers - Employee family members - Attorneys - Claim adjusters - Private investigators - Case Managers • Critical thinking skills – ability to make independent decisions in grey areas utilizing SOPs and internal policies