Interpreter Services Coordinator

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 50 countries and more than 25 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.Job Overview: The Interpreter Services Coordinator oversees the activities of the International Rescue Committee (IRC) Virginia-based Interpreter Services program, ensuring high quality, reliable language interpretation for limited English proficient (LEP) populations. The program serves both internal IRC needs in Virginia and IRC’s national network of 28 offices across the U.S. as well as external customers such as hospitals, schools, courts, and community service agencies through a combination of in-person, telephonic and video-conferencing services.Major Responsibilities: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.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.Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.US Benefits: The IRC offers a comprehensive and highly competitive set of benefits. All US employees are eligible for sick time, a 403b retirement savings plans: up to 4.5% immediately vested matching contribution, plus an 3-7% additional IRC contribution, and an Employee Assistance Program which is available to our staff and their families to support in times of crisis and mental health struggles.In addition, full-time employees are eligible for 10 US paid holidays, 20-25 paid time off days, disability & life insurance, medical, dental, and vision insurance (employee contribution starting at $135, $7, and $5 per month respectively) and FSA for healthcare, childcare, and commuter costs. Part-time employees are eligible for a proportionate amount of paid time off. These additional benefits apply to employees who work at least 6 months within a 12 month time period.Standard of Professional Conduct:The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.