SCHEDULER, INTERPRETING SERVICES

PeopleInc; Buffalo (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

PeopleInc is seeking a coordinator to manage sign language interpreting requests and schedule freelance interpreters and staff interpreters. You will ensure services meet standards and advocate for language access in line with the ADA.

The role involves coordinating via phone, email, and scheduling software, maintaining client/interpreter profiles, and resolving questions and complaints while upholding high service standards.

Qualifications

• Associate degree (A.A./A.S.) or equivalent from a two-year college.
• Three or more years in customer service-related experience and/or training; or equivalent combination of education and experience.

Responsibilities

• Schedule freelance interpreters and staff interpreters.
• Coordinate requests via telephone, email, and scheduling software.
• Confirm and verify filled requests and vouchers.
• Maintain databases for deaf clients, customers and interpreters.
• Provide language access information to customers to ensure ADA compliance.
• Advocate for use of interpreters/CART/VRI as needed.
• Assign interpreters according to certifications and skill levels.
• Assist customers with questions and complaints.

Skills

Scheduling

Customer service

Advocacy

Conflict resolution

Scheduling software

Problem solving

Education

Associate degree (A.A./A.S.) or equivalent

Tools

Scheduling software

Job description

Ensures that all sign language interpreting requests to the agency are filled and that services meet the standards required by the Registry of Interpreters for the Deaf, our customers and the deaf and hard of hearing communities that we are ultimately here to serve.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

• Schedule freelance interpreters and staff interpreter(s).
• Schedule community, ACCES-VR, third-party video, VRI, CART and classroom requests for interpreters via telephone, email, and scheduling software.
• Confirm and verify filled requests and vouchers via emails or telephone.
• Create and maintain detailed database/profiles for deaf clients, customers and interpreters.
• Provide language access information to customers to encourage compliance with the ADA.
• Comfortable with advocacy/advocating for use of interpreters/CART/VRI/etc.
• Keeps track of assigning interpreters according to their certifications and skill level, and distributing jobs evenly amongst all interpreters.
• Provide assistance on customer questions and complaints.
• Support Interpreting Services Accounts Coordinator with onboarding new customers.
• Provide basic rate information for customers
• Manage a close professional relationship with independent contractors, customer, and deaf consumers.
• Navigate the interpreting software system to enter, cancel, or reschedule assignments.
• Uses interpreting system to advise interpreters on available assignments.
• Processes interpreter requests via email, telephone, and text messages.
• Work with Business Office as needed.
• Work with Interpreting Services Coordinator and Accounts Coordinator as needed.
• Strong technical skills working with computer scheduling software.
• Comfortable taking initiative, troubleshooting, problem solving, and applying critical thinking skills to their work.
• Skilled at researching and conflict resolution.

MINIMUM QUALIFICATIONS:

• Associate degree (A.A./A.S.) or equivalent from two-year college or technical school; and three or more years in customer service-related experience and/or training; or equivalent combination of education and experience.

Equal Opportunity Employer
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