ASL Services Program Manager

Full-time

Description

Position Title: ASL Services Program Manager

FLSA: Exempt, Full Time

Mission

Our mission is simple. We believe that all individuals deserve a fulfilling employment experience. At MAIG we strive to ensure all persons have an equal opportunity to thrive in the workplace. Our clients are our purpose. With professionalism, ethics and respect we provide necessary access to support all forms of workplace engagement on a personal level. 

General Purpose of the Position

The ASL Services Program Manager plays a pivotal role of overseeing the service delivery and performance of a portfolio of MAIG ASL Interpreting contracts. This position involves providing comprehensive training and support to staff, freelance, and contract interpreters, as well as collaborating with the MAIG Scheduling team and other managers within the company. The primary objective is to ensure efficient and effective execution of program responsibilities, resulting in seamless day-to-day operations and exceptional customer service.

Essential Functions

Management 

1. Supervises and acts as first line manager for all staff interpreters.

2. Coordinates ASL assignments, troubleshoots issues or errors in assignment requests, and addresses operational issues or problems. 

3. Provides backup support to the Vice President on ASL interpreting operations and performance, acting as the primary technical point of contact for interpreters, clients, and other MAIG managers as needed. 

4. Stays abreast of industry trends, gathers data, tracks performance metrics, and advises the Company on risks and opportunities, including interpreting industry trends and market factors  that may influence pricing, rates of pay, and availability of interpreters.

5. Advises the Executive Management Team and Business Development Team on potential risks and opportunities within the market and within the program to support company strategic planning, quality assurance, and marketing plans. 

6. Supports competitor research and provides technical support for proposal development. 

7. Provides technical and other support to the Scheduling Manager and other Program  Managers, working as a cohesive unit across all company contracts. 

Client Services

1. Provides direct interpreting service on-site and/or remotely, on an as needed basis. 

2. Oversees interpreting service delivery at customer sites, creating resources, training, procedures, and prep materials to support company and contract standards of quality of service. 

3. Communicates with prospective clients regarding available services, terms of use, and contract expansion opportunities.

4. Manages difficult situations with customers and interpreters and resolves issues.

5. Maintains the company’s Quality standards, drafting Corrective Action Reports when needed, including completing assigned action items and updating procedures as necessary. 

6. Partners with MAIG Contracts Department to facilitate contract meetings and meetings with customer focal points including Government or other Program Office personnel, acting as a liaison as appropriate. 

7. Receives customer compliments and complaints and provides resolution in accordance with quality processes.

Recruitment, Retention, and Onboarding

1. Recruits and manages staff and freelance interpreters.

2. Supports the interpreter onboarding, orientation and training process, including 1099 subcontractor onboarding and staff onboarding along with the HR Manager. 

3. Represents the company at conferences, job fairs, hiring events, and workshops to recruit interpreters and builds the MAIG interpreting network.

4. Develops and coordinates interpreting-specific training and resource materials, providing formal and informal feedback to interpreters, stakeholders, and the Executive team.

5. Evaluates staff and freelance interpreter performance and suitability via the MAIG skills assessment screening, and direct observation and other methods.

Non-Essential/Additional Duties

1. Performs special assignments, projects, and other duties that align with the mission and vision of the company.

Requirements

Qualifications 

· Clearance Required: Top Secret

· Three or more years of program management experience required

· Fluency in American Sign Language required

· National interpreting certification required

· Bachelor’s degree in related field preferred

· Demonstrated experience in supervision of professional staff such as staff interpreters.

· Exceptional communication skills, both written and verbal, and interpersonal skills, including conflict resolution

· Exceptional computer skills with proficiency in spreadsheet, word processing, database, and presentation and other specialized software applications, including Zoom, GoReact, Slack and more.

· Ability to interface with executive leadership, establish credibility, and build effective internal and external relationships.

· Strong customer service orientation and the ability to interact effectively with staff at all levels of the organization.

· Strategic thinker with the ability to set priorities based on customer needs and organizational priorities 

· Flexibility, adaptability, and the ability to effectively manage through change and transition

· Proactive and collaborative working style

Supervision Exercised

Manages technical and administrative employees and subcontractors. Responsible for the overall direction, coordination, and evaluation of these functional areas. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include supervising and training employees; planning, assigning, and directing work; setting goals and appraising performance; mentoring; rewarding and disciplining employees; addressing complaints and resolving problems.

Physical Demands

This job operates in a hybrid environment allowing a combination of remote work as well as performing work on various customer sites in person as needed. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· This role routinely works in a variety of environments. 

· Must be able to sustain repetitive motion of arms, wrists and hands for intervals of time.

· Must have close- and long-range clarity of vision with or without corrective lenses. 

· This role routinely stands or sits for extended periods of time.

· The role routinely interprets in ASL and spoken English for extended periods of time.

· This position requires frequent verbal and written communication skills.

· This role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets and fax machines.

· Must be able to lift up to 20 pounds.

Travel and Work Location Requirements

This job operates in a hybrid environment allowing a combination of remote work as well as performing work on various customer sites in person as needed. The primary work location will be specified in the required telework agreement. Travel may be necessary, up to 25% of the time and may be by travel by air, car, or rail. 

Disclaimer 

This job description is not a contract — management reserves the right to change its contents at any time. Mid-Atlantic Interpreting Group complies with the guidelines set forth in the Americans with Disabilities Act of 1990 and as amended and Section 504 of the Rehabilitation Act of 1973 and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status or family responsibility, genetic information, national origin, age, veteran status, mental or physical disability or any other characteristic protected by law. MAIG is an Equal Opportunity Employer.