Proctors Collaborative Director leads major accessibility advancements across all venues

New efforts in 2025 ensure inclusive theatre experiences for all

SCHENECTADY—When Amanda Jo Wilsey joined Proctors Collaborative in 2012, she had no idea where the job would one day lead. Beginning in the Box Office, she steadily advanced over the years, ultimately becoming the Director of Patron Experience in 2024.

This past year, Wilsey combined small steps, big projects, and steady transformation to ensure Collaborative venues are truly welcoming for everyone.

“We want to make sure that the theatre is more accessible to everyone and make sure it’s not just those with physical disabilities, but also with invisible disabilities,” Wilsey said.

Beginning internally, she organized customer service trainings, “tip of the week” reminders, and hearing-assistance demonstrations so that every staff member, new or seasoned, would understand how the theatre’s accessibility services worked.

According to Wilsey, improvements in 2025 include:

• Added an accessibility desk at Proctors, providing a single spot for guest services — such as first aid, hygiene products, general questions — and accessibility needs, including booster seats sponsored by Ellis Medicine.
• Upgrading the hearing loop in the balcony of the MainStage at Proctors and adding a brand-new hearing loop system at UPH, sponsored by Audiologic Solutions.
• Doing an accessibilityaudit of the buildings and checking accessibility services and how people can navigate.
• Adding new seating options to Proctors, theREP, and UPH that include bariatric seating.
• Developing a new webpage that makes it easier for visitors to find our services.
• Proctors became a Wheel the World destination and was certified by KultureCity.
• Developed the front of house services and special volunteer program for autism and sensory friendly performances.

Wheel the World helps people with disabilities find accessible places to visit by providing verified information about a venue’s accessibility features, making it easier for everyone to plan their visit. Employees and volunteers completed Wheel the World Academy, training designed for hospitality professionals to improve accessibility and understand the needs of people with disabilities.

KultureCity is a nonprofit organization that provides training, resources, and certification to help venues become more inclusive and supportive of individuals with sensory needs and invisible disabilities, ensuring that all guests feel welcome and accommodated.

“By partnering with KultureCity, we can have training for staff and be able to provide Sensory Bags at the Accessibility Desk. Our certification puts us on their website so that we can reach more people to let them know about our services and that we have these things and opportunities available to them. It is a three-year commitment, and they provide resources to help us learn more about different communities with disabilities,” Wilsey said.

“We plan to bring it to theREP and UPH in the future. Although the buildings aren’t certified, the staff and volunteers at both UPH and theREP have taken part in the training and are knowledgeable,” she added.

The Collaborative also offers:

• ASL-interpreted performances for the second Saturday matinee for every production at theREP and the Sunday matinee for every KeyBank Broadway Series show at Proctors, with the option for guests to request an interpreter for any performance; if one is available, we do our best to accommodate the request.
• Courtesy Wheelchair Assistance, a service that brings people from their car into the theatre, either in their wheelchair or complimentary transport wheelchairs during performances on the MainStage at Proctors.

“We want to make sure a patron’s experience is great from the time they get their tickets to when they leave a performance and everything between. We want to make sure our patrons always feel safe, welcomed, and valued,” Wilsey said.