POSITION SUMMARY:

1.      Services Coordinator – Conference Coordination:

This work expands OIS communication access services to include CART (Computer Assisted Real-tome Captioning) and the coordination of communication access needs (CART, interpreting and technical devices) for conference and provincial sessional/events.

The pilot seeks to continue to expand two new services, namely CART and Conference Coordination services.  During the pilot, the Services Coordinators will be responsible to market these new services and to begin service coordination for each.

This position functions as part of an integrated team consisting of two (2) service coordinators each with their own portfolio, each as a back-up to the other.

PORTFOLIOS:

1.      Service Coordinator – Conference Coordination (act as back up for Service Coordinator - CART)
2.      Services Coordinator – CART (act as back up for Service Coordinator - Conference Coordinator)

To these ends, the Services Coordinator, Conference Coordination will 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.

2.      Administrative Coordinator – OIS:

 Ensures efficient and effective service support for all aspects of the provincial department by providing a variety of administrative and program support and coordination to the Program Director, OIS and CART Services; and provide ongoing training and program support to the OIS Assignment Coordinators agency-wide.

MAJOR RESPONSIBILITIES:

Direct Service:

1.      Conference Coordination:
•       Heavily promote the new services
•       Heavily market 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 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
•       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

2.      Administrative Coordinator – OIS:
•       Provide training/consultation to OIS Assignment Coordinators with respects to policy and procedures & unique situations (e.g. training and orientation for new coordinators, booking procedures, liaise with OIS Database, for data input, etc.)
•       Provide program information and resource material to staff, Regional Directors, funders and the public
•       Assist the Program Director, OIS and CART Services to communicate the direction and short/long term planning for the program
•       Assist the department staff with the logistical coordination of professional development activities for OIS program staff in the field
•       Create and maintain resource materials and files for the provincial program including web site content maintenance – OIS Links
•       Contact back up when director/managers are off-site
•       Set up planned meeting/minutes of meeting/present information during v-con sessions for OIS Assignment Coordinators
•       Other duties as assigned

Administration:

1.      Conference Coordination:
•       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.

2.      Administrative Coordinator – OIS:
•       Gather and prepare program and day service statistics
•       Research and provide documentation for program specific topics
•       Assist with development of program policies and standards. Communicate them and provide guidance and support to staff
•       Provide support related to establishment of special projects, new initiatives and ongoing development of the overall program as required
•       Development, maintenance and dissemination of program manuals, forms and other program-related materials
•       Collate statistics and provide reports to the OIS Program Director
•       Initiate and respond to correspondence, calls, and emails
•       Record meeting minutes on behalf of the OIS Program Director or other managers are required
•       Coordinate the complaint reporting activities for the department
•       Data Document Coordination – scan all documents required (Paperless Filing System)
•       Coordinate for access – interpreters, captioning (remote & note-taking) for all meetings when required.
•       Liaise with OIS Assignment Coordinators and  Financial Services for Account Receivables and Invoicing purposes (e.g. corrections, credit memos, send an invoice as an attachment)
•       Booking and Confirmations - Flights, Transportation, Hotel for Managers, OIS A.C.
•       Arrange for catering Services for the department and meetings when required
•       Place on-line orders with Office Central, Grand Toy, Purolator

Financial:

•       Code and process routine financial transactions for payment
•       Maintain accurate financial records
•       Assist in other financial administrative matters as required

LINE OF RESPONSIBILITY:

Reports to Director, Ontario Interpreting Services & CART

QUALIFICATIONS:

•       Bachelor’s degree in Business or project management or equivalent combination of education & experience
•       3-5 years related work experience, including experience in coordinating, and/or interpreting/captioning field
•       Experience with database scheduling systems
•       Excellent communication, interpersonal, organizational, conflict resolution skills and ability to work independently
•       Experience in working with an off-site Manager
•       Proficiency in MS Office Suite – Word, Excel, PowerPoint, Access, Internet and Outlook, MAS200, Oracle Scheduler, On-Line ordering with Office Supplies and Purolato
•       Ability to balance workload to maintain high levels of customer satisfaction
•       Ability to respond to shifting priorities and multi-task, deal with pressure and simultaneous processing of information for a large department
•       Strong creativity, leadership and problem solving skills
•       Demonstrated analytical, organization and conflict resolution skills
•       Excellent communicator; self-motivated and self-directed
•       Proficiency in English and French; Proficiency in American Sign Language (ASL) and Langue des Signes Québécoise (LSQ) skills or willingness to learn
•       Occasional evenings/ weekend or travel to other CHS offices; retreat, etc.
•       Demonstrated sensitivity to working in a culturally diverse environment