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Notice: Timmins Office

EIS Coordinator | Ottawa | COMPETITION # 2018-107

JOB POSTING: COMPETITION # 2018-107

DATE: December 18, 2018
POSITION: EIS Coordinator
LOCATION: OIS Scheduling Centre, Ottawa
START DATE: Immediate
MINIMUM START SALARY: $51,058.85 per annum 
POSITION STATUS: Permanent; Full-time; 35 hours per week

POSITION SUMMARY:

Coordinate all aspects of the delivery and growth of the OIS Emergency Interpreting Service and other related services. Develop and maintain policies and procedures; recruit and schedule interpreters; liaise with the call centre; and respond to and resolve complaints. 

Duties include:  

  • Taking requests and scheduling interpreters, supporting an efficient system of delivery for interpreters and consumers factoring in local issues and variables
  • Undertaking the financial processing and statistical reporting of the service 
  • Educating customers and the public on the appropriate use of interpreter services, fee-for-service, video remote interpreting services (VRI), etc...

Note: this role requires fluency in both English and French. 

MAJOR RESPONSIBILITIES:

Direct Service:

  • Actively recruit interpreters to participate in the emergency interpreting service and maintain listing of available interpreters
  • Develop monthly emergency schedules and communicate these to the call centre
  • Liaise with call centre and OIS interpreters to respond to questions and anticipate concerns relating to the afterhours service
  • Monitor data received from the call centre relating to emergency service provision and respond to issues of concern 
  • Respond to all complaints from consumers and interpreters, either resolving them or referring them to the appropriate person for resolution
  • Develop and revise policies and procedures for the emergency interpreting service, in consultation with the OIS Provincial Manager
  • Communicate new policy directions to regional offices and respond to any concerns or questions
  • Ensure that the emergency interpreting 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 emergency interpreting service
  • Support the development of a 24/7 emergency interpreting service
  • Provide input into the development of the necessary policies and procedures for the use of video remote interpreting services for emergency requests 
  • Identify and participate in opportunities for program development within OIS that extends beyond emergency interpreting services
  • Receive all day-time emergency requests via a 1-800 number or dedicated email address
  • Working with regional assignment coordinators, arrange for emergency day-time request coverage and communicate directly with the requestor to coordinate services
  • Other duties as assigned

Administration:

  • Assist when needed with the completion of request and statistics forms for interpreting assignments
  • Receive and approve interpreter invoices
  • Maintain accurate statistics for the service and provide regular reports
  • Analyze statistical data and provide recommendations to respond to utilization issues
  • Contribute to the preparation of quarterly reports internal and external requirements as required
  • Monitor filing and invoicing systems
  • Monitor and review status of accounts on monthly basis
  • Coordinate and communicate the interpreters’ schedules

Supervisory:

  • Communicate with interpreters and the call centre staff on issues, complaints, developments in the service, new policies/procedures, etc.
  • Coordinate and communicate the interpreters’ schedules

Community Education:

  • Liaise with and educate consumers, service providers and CHS staff about OIS and the emergency interpreting service
  • 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

LINE OF RESPONSIBILITY:

Reports to Manager, Administration, Intepreting Services

CLOSING DATE:  Internal* - January 10, 2018, External - Until filled

QUALIFICATIONS:

  • Bachelor’s degree in business or project management; or equivalent
  • 3-5 years related work experience, including experience in coordinating, and/or interpreting field
  • 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, professional development, etc.

*Please note that as per the terms of our Collective Agreement, qualifying internal candidates will be considered first. Only external candidates selected for an interview will be contacted. 

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), CHS will provide accommodation, accessible formats and communication supports for the interview upon request.

EMAIL RESUME TO: careers@chs.ca 
Subject Line: Competition # 2018-107

Please email your resume as an attachment or paste the resume into the body of the email. Remember to put the competition number in the subject line. Thank you for your application.

THE CANADIAN HEARING SOCIETY SUPPORTS AN AFFIRMATIVE ACTION HIRING PROCESS FOR CULTURALLY DEAF AND HARD OF HEARING APPLICANTS.

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