Program Coordinator, Interpreter Services
Church World Service, Inc.

Job Info

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About CWS

Imagine waking up every morning with the chance to change someone's life. Imagine knowing your efforts will benefit both your career and our neighbors around the world. At CWS, our team knows they are making a difference every day. Whether you're in our U.S.-based offices supporting refugees, asylees or unaccompanied children ... implementing hygiene initiatives in Cambodia or rebuilding projects in Central America ... or even connecting remotely from your home on fundraising campaigns, grant reports, or critical communications - you have the opportunity to work towards a world where everyone has food, a voice and a safe place to call home.

Purpose

The Interpreter Services Coordinator oversees the activities of the CWS Harrisonburg Interpreter Services program, ensuring high quality, reliable language interpretation for limited English proficient (LEP) populations. The program serves both CWS Harrisonburg needs in Virginia as well as external customers such as hospitals, schools, courts, and community service agencies focusing on in-person but also telephonic and video-conferencing services.

Responsibilities

Major Responsibilities:

Community Outreach:

• Ensure provision of a high level of customer service to external partners, CWS Harrisonburg 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 Interpreters 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 CWS Harrisonburg Interpreter Services that include multiple outcomes across programs.
• Analyze data to identify outcomes, trends, and conclusions that contribute to the improvement of CWS Harrisonburg Interpreter Services programming and identify unmet needs in target populations.

Qualifications

Education:

• Bachelor's degree or equivalent directly related experience preferred.

Work Experience:

• Minimum of 4 years of related professional experience; prior work in customer service, scheduling, and/or communications strongly preferred. Additional experience as a professional interpreter a plus.
• Minimum of 2 years supervisory experience.

Special Requirements

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.

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.

Benefits

CWS offers a competitive benefits package that includes:
- 403 (b) Retirement Plan
- Medical, Dental and Vision Insurance
- Generous Paid Time Off (18 Paid Days Off; 24 Days after 2 Years)
- 14 Official Holidays
- 12 Sick Days Off (Accrued monthly)
- Life Insurance and AD&D
- Long Term and Short-Term Disability
- Employee Assistance Program (EAP)
- Health Savings Account
- Flexible Spending Accounts
- Commuter Benefits

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