Program Coordinator, Remote Interpretation

  • Across Languages Translation and Interpretation Service
  • 129 & 131 Wellington Street , London, Ontario, Canada
  • Jan 06, 2020
Contract

Job Description

Across Languages Translation and Interpretation Service (AL) is a non-profit agency that provides professional interpretation and translation, interpreter training, and language proficiency testing services across Ontario. We are experts in the delivery of spoken language services for more than a 100 languages and dialects. For more information, check out our website www.acrosslanguages.org.

We are looking for a dynamic and responsive individual with a broad skill base for the position of Program Coordinator, Remote Interpretation. This role involves strategic partnership development and maintenance, database administration and reporting, customer relations and training, tech support, and support of day-to-day business operations. The successful candidate will be creative and innovative, and will follow through on tasks and projects in a responsive, adaptable, and personable manner.  Key to this role are: (1) the ability to negotiate the complexities of customer and staff interactions in an efficient, calm, and solution-oriented manner in order to achieve positive outcomes; (2) insightful, expedient, and thorough troubleshooting to get to the root cause and resolution; (3) commitment to growth and expansion as well as on-going improvement; and (4) ability to manage the unexpected.
Reporting to the Executive Director and an integral member of the Interpretation team, the Program Coordinator, Remote Interpretation will be responsible for:
Business Development
  • Researching new RFP opportunities, identifying potential RFPs and collaboratively discussing relevance and opportunities with staff teams;
  •  Maintaining the RFP database and preparing draft RFP templates for bids and Memorandums of Understandings (MOUs) for potential partners;
  • Writing RFPs, RFQs, RFSO, RFIs when required, for new business bids and assisting in the creation of external RFP presentations;
  • Preparing follow-up questions for debriefs post-award;
  • Filing and following-up on Freedom of Information (FOI) requests.
Program Coordination
  • Provide customer service support to clients and partners of the remote interpreting service operations
  • Provide tech support for remote interpretation service issues reported by both customers and interpreters.
  • Support schedule production for remote interpreting services
  • Support the on-going development of a solution-oriented issues resolution process
  • Provide support for QI (quality improvement) initiatives within Interpretation Services
  • Provide admin support for implementation of IS/IM/IT-related aspect of new service initiatives
  • Troubleshoot and liaise with IT and telecom tech support
  • Support the training of remote interpreters (orientations, trainings, shadowing, test calls, refreshers)
  • Support onboarding and training of new customers
  • Run daily quality testing of the remote interpreting platform
  • Run daily, weekly, and monthly maintenance and data quality tasks for online portal
  • Produce service metrics reports for internal and external reporting
  • Support monthly reconciliation of call detail records for billing purposes
  • Support other reporting and service analysis as required
Employment Requirements:
  • This position requires a post-secondary education (university degree/college diploma) with a focus on
    Business Administration, Communications, Technical Writing, Languages and/or English;
  • Three (3) years minimum experience working in an administration/project coordinator, or related position; a combination of education in a different field and experience in business administration, technical writing or languages and/ or English will also be considered;
  • Demonstrated experience in HTML and MYSQL; and understanding of PHP and JAVA
  • Intermediate level proficiency in: MS Excel, MS Access, MSWord, MS Outlook
  • Experience in and understanding of language support service (i.e. Interpreting and Translation) delivery is required (e.g., on-site interpreting, call centre, front-line, coordination, training, language access and health equity policies, etc.)
  • Experience in reporting and data analysis; in particular, in the contexts of billing, performance measurement, and forecasting
  • Experience supporting development of information systems and supporting end-user training and adoption
  • Experience in writing RFP proposals is a must
  • Experience working in an financial administrative/bookkeeping capacity
  • Excellent interpersonal and communication skills, both written and verbal 
  • Excellent organizational skills and ability to prioritize appropriately and meet deadlines
  • Very detailed oriented, especially in data quality (accurate and fast keyboarding is an asset)
  • Demonstrated ability to work effectively with diverse communities, and in a diverse and team-based work environment
  • Bilingual French/English is an asset.
Hours: 35 hours
Duration: 12 months with opportunity for renewal
Qualified applicants are invited to submit a cover letter with salary expectations and resume with “Program Coordinator, Remote Interpretation” in the subject heading by January 20, 2020, noon to:
        by E-mail:              info@acrosslanguages.org
        by Regular Mail:  Hiring Committee, Coordinator, Remote Interpretation
                                         Across Languages, 129 Wellington Street, London,
                                        ON, N6B 2K7


No phone calls please.

We thank all applicants for their interest but only those selected for an interview will receive acknowledgement. Please note that a recent criminal background check (Vulnerable sector) will be required for this position.
We encourage applications from individuals who reflect the broad diversity of communities we work with, including those from racialized and LGBTQ communities. In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.

Across Languages encourages a scent-free environment. Employees, students, volunteers, and visitors are asked to refrain from wearing fragrances and other scented personal care products (i.e. perfumes, lotions, hairspray, etc.) while at our office.