Interpreter Services Coordinator

Description

Job Overview: The Interpreter Services Coordinator oversees the activities of the International Rescue Committee (IRC) Virginia-based Interpreter Services program, ensuring high quality, reliable language interpretation for limited English proficient (LEP) populations. The program serves both internal IRC needs in Virginia and IRC’s national network of 28 offices across the U.S. as well as external customers such as hospitals, schools, courts, and community service agencies through a combination of in-person, telephonic and video-conferencing services.

Job Duties

Community Outreach:
• Ensure provision of a high level of customer service to external partners, IRC colleagues locally and nationally, and interpreters.
• Provide orientation and guidance to colleagues, customers, partners, and community agencies on how to effectively work with interpreters.
• Promote the use of interpreters to community organizations through outreach efforts.
Recruitment and Training of Interpreters:
• Build capacity to meet language needs within local refugee communities by recruiting and interviewing interpreter candidates.
• Oversee scheduling, proctoring, and evaluation of interpreter language proficiency testing.
• Provide end-to-end interpretation training support, including preparing materials, coordinating logistics, delivering content, and satisfying recordkeeping and reporting requirements.
Ensure contract interpreters complete required onboarding and training; provide technical support including maintaining and updating training materials as needed.
Operations:
• Field requests for interpretation services, matching and scheduling interpreters based on customer requirements and interpreter qualifications and availability.
• Serve as technology subject matter expert; train others in the use of virtual scheduling and video platforms; troubleshoot related issues.
• Independently resolve conflicts, raising issues to senior management as needed.
• Supervise and support team of Interpreter Services Specialists and staff interpreters as well as program interns and volunteers as needed.
• Monitor performance of contract interpreters, delivering feedback and guidance as appropriate to maintain high quality services to internal and external customers.
• Lead all aspects of implementation process of contracts for both partner organizations and individual interpreters.
• Oversee scheduling and billing systems; work with finance team to ensure timely invoicing and payment for services provided.
• Implement program quality assurance activities as needed and/or requested.
Data Collection and Analysis:
• Develop and implement measurement tools for IRC Virginia Interpreter Services that include multiple outcomes across programs.
• Analyze data to identify outcomes, trends, and conclusions that contribute to the improvement of IRC Virginia Interpreter Services programming and identify unmet needs in target populations.

Skills Required

Demonstrated Skills and Competencies:
• Ability to prioritize and meet deadlines in a fast-paced environment while maintaining attention to detail and accuracy in communications and work product.
• Experience successfully communicating with people from a diverse set of backgrounds.
• Consistent record of professionalism, discretion, and sound judgment. Strong interpersonal and diplomacy skills.
• Exceptional customer service orientation and abilities, and passion for cultivating community partnerships.
• Excellent problem-solving skills and ability to cope with stressful situations.
• Proficient in Microsoft Office Suite applications. Ability to learn other computer software.
• Strong command of virtual communication and training platforms; familiarity with accounting and database programs a plus.
Language Skills: Excellent communication skills with fluency in written and spoken English required.

Preferred experience & skills: Prior people management experience preferred.

Work Schedule

Working Environment:
• A combination of standard office environment and ‘field’ time in and around the service delivery area to perform the above outlined responsibilities. Some remote work can be accommodated.