Content SME for Accessible Customer Service

Content SME for Accessible Customer Service

Remote

The client Section 508 program is seeking a contractor with expertise in Accessible Customer Service and Journey Mapping to provide guidance and develop training material. The training material will enable community college employees to reliably and accurately institute processes with accessibility incorporated throughout to support student success. The estimated time to completion is 1960 hours working up to 40 hours/week. Work to be completed by June 30, 2025. Contract extension possible based on funding each fiscal year.

Key Deliverables

Develop content for micro courses delivered in the client’s learning management system covering effective customer service topics in a college environment, which may include the following topics:
Accessible Help Desk Customer Service Considerations
Understanding the needs of the customer who has disabilities
Multiple methods of communication
ensuring customer service channels work with assistive technology
Universal design and customer service
Attitudes about disability
Clear effective listening and communication
Using appropriate plain language
Understanding how the product or service interacts with different assistive technologies.
Understanding the accessibility barriers that customer service is supporting.
Develop content for at least one OnDemand training as a subject matter expert as needed.
Skills and abilities
Required

Content creation for training and self-paced courses.
Strong skill set in tools, techniques, and methodologies used in customer service and used in journey mapping.
Effective writing, presentation, and communication skills
Ability to work collaboratively, effectively, and independently
Ability to analyze and critically review information
Working knowledge of pertinent federal, state, and local laws, codes, rules, regulations, policies, and procedures related to digital accessibility including, but not limited to: Section 508 of the U.S. Rehabilitation Act; Americans with Disabilities Act; California Government Code 11135 and 7405; Twenty-First Century Communications and Video Accessibility Act; Section 225 of the Telecommunications Act, WCAG 2.1, and other web accessibility legislation
Preferred Skills:

Ability to adapt to changing client’s Accessibility Initiatives and readily adapts behavior to maintain effective performance; understand the long-term direction of the client’s Accessibility Center and can relate this to departmental area; adapts to new methodologies; identifies and acts on areas where change is appropriate.