DLS Case Manager, DLS

**1 year contractual role
Amazon’s Disability and Leave Services (DLS) team in the HR Services organization is building a best-in-class case management program to deliver leave of absence, disability and accommodation services to Amazon employees across the U.S.
The DLS Case Manager provides case management for all types of leave of absence and disability life events. The DLS Case Manager is highly skilled in answering questions, understanding the employee’s situation, applying the appropriate benefits, responding to changing circumstances and needs, and paves the way for a connected and trusted case management experience. Case Managers are the single point of contact for an employee throughout an entire leave of absence or disability event.
This is an individual contribution (IC) role with no direct reports.
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.
**Arabic language proficiency mandate
Essential Responsibilities:
1. Initiate and respond to inquiries about leave and disability events, benefits, and options available to employees
2. Serve as a point of contact for assigned employees to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by Amazon
3. Leverage duration guidelines, best practice tools and Amazon resources to support oversight of a leave event as appropriate
4. Critically assess and adjust the case management plan to an employee’s changing needs
5. Address and respond to sensitive situations
6. Troubleshoot issues and seek to remove barriers before, during, or after a leave event
7. Respond to employee impacting issues that may arise during the leave event and ensure the right communication occurs
8. Identify and solve problems that may arise, sometimes with limited information
9. Facilitate a smooth return to work and ramp-back plan for employees returning to the workplace
10. Educate managers and business partners on employee concerns and needs prior to being off or returning back to work
11. Communicate regular updates to employees and stakeholders both verbally and in writing
12. Ensure compliance with standard work, federal/state regulations, and company policy
13. Maintain system records to ensure accurate and timely information/documentation
14. Consult, coordinate and partner with our third party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate
15. Demonstrate proficiency in both English and Arabic languages to effectively communicate with and support diverse employee populations
16. Translate medical documentation and other relevant documents from Arabic to English to ensure accurate case assessment and compliance with Amazon policies and applicable regulations
17. Other duties as assigned


- Bachelor's degree or equivalent
- Speak, write, and read fluently in Arabic and English
- 1+ years of human resources experience or customer service
- 2+ years of human resources experience
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