Community Outreach

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

Requirements:

Work Experience: 3 years of related professional experience; prior work in customer service, scheduling, and/or communications strongly preferred. Additional experience as a professional interpreter a plus.

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.

Education: Bachelor’s degree or equivalent directly related experience required.

Language Skills: Excellent communication skills with fluency in written and spoken English required.

Preferred experience & skills: Prior people management experience preferred.