INTRODUCTION: 

OIS seeks to expand its communication access services to include CART (Computer Assisted Real-time Captioning) and the coordination of communication access needs (CART, interpreting and technical devices) for conference and provincial sessional/events.

The Services Coordinator will be responsible to market these new services and to begin service coordination for each; similar as to what was done during the establishment of the After Hours Emergency Interpreting Services in the past.

POSITION SUMMARY:

Coordinate all aspects of the delivery and growth of the services contained in this portfolio and other related services. Develop and maintain policies and procedures; recruit and schedule interpreters and captionists; liaise with the vendors; and respond to and resolve complaints. 

PORTFOLIO: 

•    CART (new)
•    Conference Coordination (new)

MAJOR RESPONSIBILITIES:

Direct Service:

•    Heavily promote the new services
•    Actively recruit interpreters and captionists to participate in each service and maintain a list of availability for each
•    Develop schedules and communicate them to the parties as appropriate
•    Liaise with interpreters and captionists to respond to questions and anticipate concerns relating to the services
•    Respond to all complaints from consumers and interpreters/captionists, either resolving them or referring them to the appropriate person for resolution
•    Develop and revise policies and procedures for the portfolio, in consultation with the Director OIS
•    Communicate new policy directions to regional offices and respond to any concerns or questions
•    Ensure that each service is responding to regional needs, making recommendations for service modifications (through continued communication with consumers)
•    Link with regional and area offices to ensure a full understanding of the operation of the CART and Conference Coordination services
•    With the support of the Director OIS, expand the operational frameworks for the portfolio
•    Provide input into the development of the necessary policies and procedures for the ongoing development and improvements of each service within the portfolio.
•    Identify and participate program development as they pertain to the portfolio and future opportunities
•    Liaise with and educate consumers, service providers and CHS staff about the Conference Coordination and CART Services programs
•    Nationally market CART services and provincially market Conference Coordination Services
•    Across Ontario, work with local organizers of large venues to coordinate communication access (e.g. conferences, workshops, etc.)
•    Work with CDP to ensure the technical systems are available and operational for conference bookings e.g. FM, loop, etc.
•    Assist in the preparation of Statements of Work, Request for Proposal responses and contracts
•    Notify management staff of any pending or current escalations relating to the project or items that could impact the success of the project
•    Other duties as assigned

Administration:

•    Communicate status and priorities to the Director
•    Maintain and track progress in the project schedule
•    Manage expectations/concerns via regular, consistent and reliable communication
•    Prepare project level presentation or summarizations for manager’s review
•    General project support
•    As appropriate process request and statistics forms for assignments
•    Receive and approve invoices
•    For each service, maintain accurate statistics and provide regular reports
•    Analyse statistical data and provide recommendations to respond to utilisation issues
•    Contribute to the preparation of quarterly reports and budgets according to variable internal and external requirements as required
•    Monitor filing and invoicing systems
•    Monitor and review status of accounts on monthly basis
•    Manage and communicate the interpreters’/captionists’ schedules
•    Communicate with interpreters/captionists and the call centre staff on issues, complaints, developments in the service, new policies/procedures, etc.
•    Other duties as assigned

Community Education:

•    Act as a resource to provide general information to public
•    Respond to inquiries about CHS and OIS programs
•    Provide assistance in community events and special projects e.g. May Month, United Way Campaigns

Professional Development:

•    Attend internal staff meetings
•    Attend and participate in workshops/seminars related to position
•    Keep up-to-date on issues and information related to position and agency
•    Acquire and maintain ASL/LSQ proficiency requirements for the position (Intermediate-Plus)

LINE OF RESPONSIBILITY:

Reports to Director, OIS and CART Services

QUALIFICATIONS:

•    Bachelor’s degree in business or project management; or equivalent
•    3-5 years related work experience, including experience in coordinating, and/or interpreting/captioning field
•    Experience with database scheduling systems
•    Proficiency in English and French; Proficiency in American Sign Language (ASL) and Langue des Signes Québécoise (LSQ) skills or willingness to learn
•    Ability to balance workload to maintain high levels of customer satisfaction
•    Excellent communication, interpersonal, organizational, conflict resolution skills and ability to work independently
•    Ability to respond to shifting priorities and multi-task, work under pressure, and meet deadlines
•    Excellent information management skills and attention to detail
•    Familiarity with videoconferencing equipment and processes and technological advancements
•    Proficiency in Microsoft Office suite and Internet; high knowledge of computer-based data collection and analysis
•    Experienced with A/R and A/P processes and billing
•    Demonstrated sensitivity to working in a culturally diverse environment
•    Occasional evening or weekend work
•    Occasional out of town travel e.g. ASL/LSQ classes, retreats, professional development, etc.