Description:

Position Title: Program Manager- ASL Services

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 Program Manager is responsible for the overall performance of the interpreting and translation segment. This position will provide training and assistance to staff interpreters, new freelance interpreters, contractual interpreters, and scheduling staff, to ensure they complete their duties effectively and in a timely manner, enabling the smooth and successful day-to-day running of MAIG and high quality customer service.

Qualifications

Clearance Required: Top Secret
Three or more years of program management experience preferred.
Fluency in American Sign Language required.
National interpreting certification required.
Bachelor’s degree in related field preferred.
Three or more years of management experience.
Demonstrated experience in supervision of professional staff such as staff interpreters.
Demonstrated experience in the day-to-day operations of interpreting service delivery in the federal workplace.
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 contractors. 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.

Requirements:

Essential Functions

Operations and Management

1. Ensures service delivery for contracts within their portfolio by coordinating the intake of new assignments, troubleshooting issues or errors in assignment requests, and addressing problems in the field.

2. Acts as subject matter expert to provide information to other MAIG managers on ASL Interpreting, interpreting best practice, interpreting industry trends and market factors that may influence pricing, rates of pay, and availability of interpreters.

3. Provides backup support to the Chief Operating Officer (COO) on ASL interpreting operations and performance, acting as an alternate technical point of contact for interpreters, clients, and other MAIG managers as needed.

4. Acts as technical lead for the RMS development project, and RMS operations. Works closely with MAIG’s software and web developers to support the design, testing, training and maintenance of the RMS system focusing on enhancements, bug fixes, training and troubleshooting.

5. Gathers, organizes, and shares feedback with MAIG executive team and MAIG external developers on RMS performance to determine enhancement priorities and scope of work. Designs feedback mechanisms such as informal surveys, webinars, and other methods to engage with internal and external RMS stakeholders on current pain points and areas of opportunity for improvement of MAIG RMS user experience, reliability, security, efficiency, and functionality.

6. Develops RMS training materials and delivers training to customers, government clients or requestors, and freelance and staff providers, as needed. Recommends improvements to RMS features and functionality for ease of use, and improved user experience.

7. Provides as needed support on special projects to other Program Managers and the Scheduling Team, working as a cohesive unit across all company contracts.

Client Services

1. Provides direct interpreting service on an as needed basis.

2. Oversees interpreting service delivery at customer sites and provides training and ongoing skills development opportunities for MAIG providers and employees.

3. Participates in customer contract meetings along with other members of the MAIG contract management team for contracts within their portfolio.

4. Maintains contact with contract providers about all aspects of assignments, contracts, and invoicing.

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

6. Manages difficult situations with customers and providers and offers them resolution, information, or additional options.

7. Advises the company, as needed, on potential risks and opportunities within the market and within the program to support company strategic planning, quality assurance, and marketing plan. Supports the company’s efforts as needed to conduct competitor research and provides technical support to the Proposal team for proposal development.

8. Assists in the development and closeout of Corrective Action Reports, including completing assigned action items and updating procedures, as necessary.

9. Participates in MAIG contract meetings and meetings with customer focal points including Government or other Program Office personnel, acting as a liaison as appropriate.

10. Receives customer compliments and complaints.

Recruitment, Retention, and Onboarding

1. Directly responsible for interpreter recruitment, development, and retention.

2. Coordinates interpreter development, onboarding, activity planning, and corrective actions. Oversees freelance and staff interpreters, whether full-time or part-time providers (interpreters, linguists, etc.). Provides technical support, assesses suitability for customer fit, designs training materials, creates written guidance and communications.

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

4. Ensures the program has adequate resources to meet performance commitments and company growth objectives.

5. Represents the company and the program at conferences, hiring events and customer meetings.

6. Conducts interviews, attends job fairs, conferences, and workshops to recruit interpreters and builds the MAIG interpreting network.

7. Responsible for developing interpreting-specific training materials and providing formal and informal feedback to providers.

8. Responsible for maintaining records of interpreter development meetings, and interpreter performance.

9. Provides rater support to the Scheduling Department as needed to evaluate interpreter performance and suitability via the MAIG skills assessment screening. Provides objective and reliable evaluations of interpreters, within the MAIG Interpreting program, to provide feedback and/or hiring determinations. Assists with recruitment and training of raters on the MAIG Interpreter Skills Assessment. Advises the company on skills assessment tool enhancements and process improvements.

Non-Essential/Additional Duties

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

2. Provides occasional input for marketing of MAIG’s services through social media, networking, attendance at conferences and events.

Mid Atlantic Interpreting Group Inc

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Program Manager- ASL Services