Content specialist

Job Description

Responsible for creating and maintaining all ADA content to meet requirements set forth by our Department of Justice (DOJ) agreement and governmental agencies for both shipboard and shoreside, as well as other ADA related projects.

Essential Functions :

Research and service all post-cruise ADA complaints, ensure appropriate accommodations were extended and respond in a prompt, compassionate and professional manner;

provide guests with timely updates on issues that require extended research. Post-cruise written response must be answered within 30 days.

• Collaborate with the Fleet ADA Compliance Managers and ADA Compliance Program Manager to develop and maintain shipboard ADA operational manuals and two-minute trainers.
• Create iCare file and accurately document guest contact, issue type and detailed information regarding root cause of issues.

Responsible for accurate compensation data entry to ensure correct refunds / credits are processed. Finalize case by providing resolution details in writing.

• Develop, maintain, and oversee the completion of mandatory Department of Justice (DOJ) training programs to ensure adherence to regulatory standards.
• Offer guidance and assistance to Guest Services Manager (ADASO) in addressing escalated issues, including the assessment of appropriate compensation, while ensuring the delivery of reasonable accommodations.

Respond to all shipboard ADA inquiries prior to guest disembarking (or within 10 days).

• Responsible for thoroughly reviewing and editing all ADA letters generated onboard.
• Work closely with the Guest Services Manager (ADASO) and ADA Compliance Manager on ADA related matters. When necessary, escalates to the ADA Compliance Manager and VP of Guest Operations (ADARO) for any non-compliance issues or seek approval for any additional compensation.
• Support the implementation of initiatives and strategies aimed at improving the guest experience for guests with disabilities and enhancing accessibility.
• Collaborate with Guest Access, Guest Services Managers, and shore-side department heads to facilitate special needs accommodations and resolve any impediments or challenges.
• Keep current on the latest developments concerning accessibility by reviewing technical, trade, and government publications and online forums, attending ADA conferences and training programs and maintaining membership in professional organizations.

Qualifications :

• Bachelor's Degree in Hospitality, Tourism, Accessibility, Compliance, English required
• Bachelor's Degree in Communications, Journalism or Writing preferred
• 5 years of communications, editing or writing (ADA compliance or related experience is a plus)

Knowledge, Skills and Abilities :

• Strong understanding of the Americans with Disabilities Act (ADA) and related regulations, as well as other disability-related laws and guidelines.
• Proficiency in creating and editing digital content, including documents, websites, and multimedia materials, with a focus on accessibility.
• Excellent writing, editing, and proofreading skills.
• Ability to communicate complex accessibility concepts clearly and concisely.
• Thorough knowledge of and experience interpreting and applying the Department of Justice Americans with Disabilities Act (ADA) standards and regulations, including the Standards for Accessible Design.
• Demonstrate sensitivity to all cultural differences that may have an impact on the guest experience
• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint
• Excellent organizational, interpersonal, and communication skills
• excellent command of the English language, both written and verbal
• able to motivate and inspire others; work effectively in a multi-tasked, fast-paced environment
• requires strong attention to detail and excellent customer service skills.
• Ability to analyze complex situations, problem-solve, and recommend solutions to promote accessibility and inclusivity.
• Design Certifications with a focus on ADA Standards; ADAC, IAAP, CASp, or other accessibility credentials preferred.

Physical Demands : Must be able to remain in a stationary position at a desk and / or computer for extended periods of time.

Travel : Less than 25% ship-based travel

Work Conditions : Work primarily in a climate-controlled environment with minimal safety / health hazard potential.

The range for this role's base salary is $51,600 - $75,300. Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan.

Director and above roles may also be eligible to participate in Carnival's discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including :

• Health Benefits :
• Cost-effective medical, dental and vision plans
• Employee Assistance Program and other mental health resources
• Additional programs include company paid term life insurance and disability coverage
• Financial Benefits :
• 401(k) plan that includes a company match
• Employee Stock Purchase plan
• Paid Time Off
• Holidays - All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee's discretion.
• Vacation Time - All full-time employees at the manager and below level start with 14 days / year; director and above level start with 19 days / year.

Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours / year.

• Sick Time - All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
• Other Benefits
• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
• Personal and professional learning and development resources including tuition reimbursement
• On-site preschool program and wellness center at our Miami campus

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About Us

In addition to other duties / functions, this position requires full commitment and support for promoting ethical and compliant culture.

More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value.

Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first.

We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity.

Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!

Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity / affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and / or international law.

https : / / www.dol.gov / sites / dolgov / files / WHD / legacy / files / fmlaen.pdf

https : / / www.dol.gov / ofccp / regs / compliance / posters / pdf / eeopost.pdf

https : / / www.dol.gov / sites / dolgov / files / WHD / legacy / files / eppac.pdf

https : / / www.dol.gov / ofccp / regs / compliance / posters / pdf / OFCCP EEO Supplement Final JRF QA 508c.pdf

Last updated : 2024-03-08