Interpreter Scheduler IV

Rochester, NY

GENERAL PURPOSE:

The Interpreter Scheduler IV ensures access services are provided to Deaf and Hard of Hearing (DHH) Professionals and Learners throughout the University of Rochester and its affiliates. The Interpreter Scheduler IV is responsible, in consultation with the DPIS manager, for the oversight and coordination of direct sign language interpreting and captioning services to ensure optimal coverage when possible. The Deaf-Professional Interpreter Services program is vital to ensure compliance with the Americans with Disability Act. In addition, the Interpreter Scheduler IV is expected to be available on-call on a rotating basis with scheduling team and manager, during which they coordinate the last-minute needs of Deaf Professionals and Learners by contacting suitable interpreters and serving as a liaison between requestors, staff, and agencies. The Interpreter Scheduler IV reports to the Manager of Deaf-Professional Interpreter Services.

RESPONSIBILITES:

OPERATIONS MANAGEMENT

  • Manages coordination of services to DHH professionals and learners for 24/7 operations including, but not limited to: monitoring incoming requests for services, being on-call for nights, weekends and holidays on a rotating basis, making corrections or adjustments as needed, assigning additional resources or reducing resources as appropriate

  • Triages urgent requests to the scheduling text line with a response time within 10 minutes

  • Utilizes critical thinking skills to resolve the emergent request

  • Evaluates and resolves service escalations when on-call

  • Serves on a rotating basis and coordinates last minute needs of interpreting and captioning services by contacting qualified interpreters, acting as a liaison between requestors, staff, and agencies

  • Monitor day-to-day staff communication regarding scheduling

  • Assess and verify interpreter availability

  • Collaborate with schedulers to achieve maximum coverage for Deaf professionals and learners

  • Monitor internal and vendor on-call schedule

  • Monitors staff workload and determines which requests can utilize external agencies

  • Ensures cost and time efficient staffing and processes

QUALITY IMPROVEMENT

  • Employs creative scheduling solutions and approaches to ensure maximum number of requested hours are covered while maintaining provider consistency, honoring DHH preferences, and balancing interpreter workload

  • Monitors customer satisfaction and acts upon feedback. Escalates issues to the Manager when needed to ensure complaints are resolved and services are enhanced

  • Monitors and follows up on provider performance

  • Tracks and monitors quality improvement goals and standards by maintaining a dashboard of program productivity statistics and recommends additional staffing or quality and cost-efficient enhancements based on collected metrics

  • Assists in talent development planning to improve employee retention, employee engagement, and career path processes

HUMAN RESOURCE MANAGEMENT

  • Partnering with the department’s HR Business Partner as needed, oversees aspects of human resources and performance management for scheduling and administrative staff including but not limited to: timekeeping and approving payroll, addressing performance concerns, assisting with leave administration, completing performance evaluations, and ensuring compliance with policies

  • Consults with the Manager of DPIS in the performance evaluation process for interpreters

  • Participates in recruiting, interviewing, and hiring for DPIS positions

  • Assists with onboarding and orientation for newly hired scheduling and interpreting staff

  • Operates with a high level of professionalism, discernment, and confidentiality to align with thehierarchy, context, goals, and demandsspecific to each assignment

  • Facilitates understanding, rapport building, and an effective workplace by recognizing and mediating cross cultural challenges and nuances and by applying a high level of situational awareness

  • Adheres to the RID/NAD Code of Professional Conduct at all times by maintaining the strictest level of confidentiality for all interpreting assignments, demonstrating respect for consumers and colleagues, and abiding by all other tenets of the CPC

  • Adheres to the University of Rochester and Deaf Professional Interpreter Services codes of conduct as outlined inDPIS handbook.

ADMINISTRATIVE

  • Maintains programmatic documentation such as staff mileage reimbursement logs and missed meal forms

  • Completes annual mandatory education, health updates, and necessary trainings

  • Communicates with team and department leadership regularly and as necessary

EDUCATION AND CONSULTATION

  • Provides consultation regarding utilization of a variety of accommodation options including but not limited to staff, agency, and video interpreters; CART and other captioning services; video and phone devices; and video conferencing platforms

  • Advises scheduling staff to ensure deaf-centered approaches to scheduling

CONTRACT MANAGEMENT AND FINANCIAL OPERATIONS

  • Manages liaison relationships with access services vendors and agencies

  • Reviews access requests and makes updates to reflect accurate billing information

  • Reviews vendor invoices and rectifies any billing discrepancies

  • Participates in vendor selection, considering the cost, effectiveness and reliability of vendor services

OTHER DUTIES AS ASSIGNED

QUALIFICATIONS:

  • Associate’s degree in Medical, Secretarial or related field required

  • Minimum of three years of relevant experience required

  • Or equivalent combination of education and experience required

  • Deep understanding of ASL interpretation best practices, approaches to teaming, current trends in the field, and cross-cultural language facilitation required

  • Fluent in American Sign Language required

  • Excellent communication, interpersonal and customer service skills required

  • Ability to multitask and prioritize in a complex, fast-paced environment required

  • Demonstrates knowledge of and commitment to uphold the Code of Professional Conduct of the National Registry of Interpreters for the Deaf required

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $19.71 - $26.61 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: School of Medicine & Dentistry
Full/Part Time: Full-Time
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