Lead Coordinator

SUMMARY: 

The Lead Coordinator works in a fast-paced environment overseeing and coordinating requests for the ASL Interpreter Services Department.  The role consists of two main responsibilities: overseeing all coordinating and scheduling processes and procedures, including scheduling of staff interpreters and customer outreach/involvement to ensure high satisfaction with services.  Other responsibilities relate to various organizational tasks, such as data collection, testing administration, and providing support to management in the operational functions of the department. 

ESSENTIAL DUTIES:  

• Receive interpreter requests and enter them into scheduling platform
• Triage emergencies and resolve them in a timely fashion
• Ensure accuracy and completeness of data entered in the system and follow up on any additional information required to fulfill requests
• Coordinate, review, and monitor all interpreting assignments. 
• Manage and coordinate Staff Interpreter schedule
• Improve team efficiency by ensuring coordinators are maximizing use of scheduling platform features and training team when new functions roll out or re-training is needed.  Collaborate with Director as needed
• Conduct quality checks on interpreter requests to ensure accuracy of information in the database
• Take lead on coordination of interpreters for conferences and act as liaison for interpreters and customers
• Respond in a timely and accurate manner to customer inquiries regarding interpreter services
• Maintain contact with customers, Deaf consumers, and interpreters with high-touch service in mind
• Exercise judgment and set priorities in performing and completing multiple activities simultaneously while managing frequent interruptions.
• Develop relationships with CART providers and manage requests
• Update database to reflect customer, consumer, and interpreter preferences and inclusions as well as any other pertinent information
• Provide on-call and administrative assistance to employees who staff the after-hours schedule
• Effectively communicate information regarding application of existing laws requiring equal access for Deaf, DeafBlind, and Hard of Hearing people to customers
• Increase customer knowledge explaining rules, policies and procedures, and the demands of interpreting
• Ensure accuracy and completeness of information given to interpreters. Obtain any additional information needed to answer questions interpreters may have about the assignment.
• Work closely with Director of Interpreter services on department needs, goals, and outcomes
• Seek assistance and guidance from Director on challenging/complex situations
• Schedule and proctor NIC exams
• Provide feedback to Director of Interpreter Services on department operations
• Ensure interpreter satisfaction through timely confirmation of assignments and teams as appropriate
• Oversee work schedule and task delegation to ensure adequate shift and task coverage
• Provide administrative and clerical support to the department.

REQUIREMENTS  

• High school diploma or equivalent, BA preferred
• Strong communication skills and collaborative approach to working on a team
• Excellent phone etiquette and customer service skills
• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy
• Strong business writing skills
• Excellent organizational skills and attention to detail
• Strong analytical skills
• Ability to prioritize and organize multiple tasks and manage time efficiently and effectively
• Flexible mindset
• Ability to promote and adhere to company values.
• A commitment to a diverse, inclusive, and equitable work environment.
• Ability to work in an environment where there are many interruptions and simultaneous demands
• Advanced ability to work calmly, independently, problem solve under pressure

Bonus points for: 

• Familiarity with Interpreter Intelligence
• Familiarity with Microsoft Office Suite
• Knowledge of American Sign Language and Deaf culture 
• Knowledge of CART and VRI services

LEADERSHIP 

• Creates an environment that inspires and motivates the team to achieve individual, departmental, and organizational goals
• Monitors the team’s day-to-day activities ensuring stakeholder satisfaction
• Provides learning and development opportunities to the team that maximizes their potential
• Builds relationships and open communication channels with team members that foster trust and respect
• Delivers timely, ongoing feedback to the team including annual performance evaluations