INTERPRETING SERVICES COORDINATOR

$41,600 - $43,680/Yr

People Incorporated - Buffalo, NY

Full-time - Mid Level

Buffalo, NY

Hospitals

About the position

The Interpreting Services Coordinator plays a crucial role in ensuring that all sign language interpreting requests to the agency are filled efficiently and meet the standards required by the Registry of Interpreters for the Deaf. This position is dedicated to serving the Deaf and hard of hearing communities by managing the assignment of interpreters, maintaining detailed databases, and providing language access information to customers. The coordinator is responsible for creating monthly reports, organizing assignments, and overseeing the assignment of interpreters based on their certifications and skill levels. Additionally, the coordinator monitors all assignment requests, resolves customer complaints, and maintains professional relationships with independent contractors and clients. The role also involves managing the interpreting software system to ensure its optimal use, advising interpreters on available assignments, and onboarding new interpreters to the scheduling software. The coordinator will oversee after-hours calls and staff coverage, providing support to schedulers and monitoring the need for software upgrades. Furthermore, the coordinator assists in developing professional workshops and continuing education opportunities for interpreters, organizes departmental events, and collaborates with other staff to address scheduling needs, which may include evening or weekend monitoring. The position requires compliance with all agency policies and procedures and may involve additional duties as assigned by the Director of Interpreting. To be successful in this role, the individual must possess strong time management skills, verbal and written communication abilities, and a solid understanding of sign language and Deaf culture. The coordinator will also need to demonstrate professionalism and customer service experience, as well as proficiency in various software applications, including word processing, spreadsheets, and project management tools.

Responsibilities

• Ensures that daily assignments are filled.
• Creates and maintains detailed database/profiles for deaf clients, customers, and interpreters.
• Provides language access information to customers to encourage compliance with the ADA.
• Creates monthly department reports and utilization reports.
• Organizes an exclusive assignment list for monthly assignments.
• Oversees assignment of interpreters according to their certifications and skill level, distributing jobs fairly among all interpreters.
• Monitors all assignment requests entered, canceled, or re-scheduled.
• Responds to and resolves customer complaints.
• Manages a close professional relationship with independent contractors, customers, and deaf consumers.
• Monitors the interpreting software system, ensuring maximized use of the system.
• Advises interpreters on available assignments.
• On-boards new interpreters to the scheduling software system.
• Oversees after-hours calls, staff coverage after-hours, and any after-hours complications that arise.
• Provides support and oversight to scheduler(s).
• Monitors the need to upgrade the interpreting and scheduling software system, maximizing its use.
• Assists in developing professional workshops and continuing education opportunities for independent contractor interpreters.
• Organizes interpreting department events such as quarterly interpreter meetings, feedback sessions, discussions, and concerns.
• Processes interpreter requests via email, telephone, and online scheduling platform.
• Completes filing as needed.
• Works collaboratively with other departmental staff to address any scheduling needs, which may include periodic evening or weekend monitoring and facilitation of services.
• Performs other duties as needed to assist the Director of Interpreting.
• Assists, as needed, at DAS activities and events (including fundraising events).
• Complies with all agency policies and procedures.

Requirements

• Bachelor's degree or equivalent from a 4-year college or technical school; and three to five years related experience and/or training; or equivalent combination of education and experience.
• Ability to read and comprehend complex instructions, correspondence, and memos.
• Ability to write complex correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to assign tasks to others and facilitate teamwork.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply knowledge to carry out detailed written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Knowledge of word processing software, spreadsheet software, internet software, project management software, database software, and familiarity with BoostLingo software.
• Time management skills.
• Verbal and written communication skills.
• Professionalism.
• Customer service experience is helpful.
• Knowledge of sign language, Deaf culture, and sign language interpreting services.

Nice-to-haves

• Experience with BoostLingo software.
• Previous experience in a similar role within the interpreting services field.

Benefits

• Paid time off
• Tuition reimbursement
• Generous PTO
• PTO buyback
• Affordable insurances
• Career mentoring
• Shift incentives
• On-demand pay access