INTERPRETING SERVICE CO-ORDINATOR

Main Purpose of the Job
To assist the Business Development Manager in providing an efficient, effective customer oriented and well-motivated co-ordinating and administration service.
Main Duties and Responsibilities
Behaviours
(RAD’s behaviours are fundamental to all that we do) / 1.  Ability to take ownership of own work, behaviours and actions
2.  Proactive and prepared to take considered risks
3.  Team player; sharing information for the benefit of our organisation and the services we deliver
4.  Non-judgemental approach – not blaming or assumption making
5.  A belief in continuous improvement, receptive to change and wiling to learn from mistakes
6.  Positive attitude towards work, colleagues and the organisational vision
Co-ordination / 7.  To deal with enquiries by telephone, correspondence, fax, minicom, email, on line, SMS etc.
8.  To maximise invoiced income from assignments and minimise related costs from assignments
9.  To book both RAD staff and freelance interpreters for assignments
10.  To process bookings with all related paperwork and computer entries
11.  To maintain the diary for RAD staff interpreters
12.  To accurately maintain paperwork and filing records
13.  To assist in the organisation of team supervisions
14.  To maintain and take part in the emergency and out of hours on call rota and answerphone system
15.  To provide administrative support to the Business Development Manager and Director of Communication Services and Community Development as required
Communication & Information Technology / 16.  To provide statistical information, generated from the office database or other records, when required by the team or senior management
Stakeholder relationships / 17.  To assist in the organisation and delivery of Deaf community events, such as roadshows, user events etc as required
18.  Demonstrate commitment to being responsive to stakeholder need and expectation
General / 19.  To assist in the organisation of and attend meetings of the interpreting team
20.  To attend meetings of Century House staff and others as applicable
21.  To assist with staff training when required
22.  To assist with staff recruitment when required
23.  To undertake any other duties as reasonably required or requested by line management
24.  At all times to behave in a manner becoming to the post and the professional reputation of the organisation
25.  Report immediately and in confidence to the Chief Executive or a Trustee any suspicion of possible financial impropriety in the affairs and conduct of the Association
26.  Preserve the confidentiality of information to which you are privy by virtue of the position
27.  Be aware at all times of the health and safety of self, colleagues, clients and the public
Dimensions
Staff: The postholder reports to the Business Development Manager. The postholder is not responsible for any staff on a day to day basis.
External Customers: Client organisations including Clinical Commissioning Groups (CCG), local authorities, GP practices etc.
Internal Customers: RAD staff Interpreters, freelance interpreters, staff in other RAD teams requiring an interpreting service, RAD Finance team, RAD Directors.
Knowledge, Skills and Experience
Knowledge:
High level of competency in English
Skills:
Effective communication skills essential.
Diplomacy and sensitivity in handling difficult situations and conflict required.
IT skills involving MS Office and databases are essential.
Experience:
Experience of working in a busy office essential.
Experience of dealing with customers through a variety of media essential.
Special Features
Planning and Organising / Work is allocated to the postholder by the Business Development Manager, but the postholder will need to manage their own workload on a daily basis.
Decision Making / The postholder can make decisions involving standard bookings, however, they will need to consult the Business Development Manager for any bookings of a more complex nature and for any decisions involving policy or procedural matters.
Internal/External Relationships / The postholder will need to maintain good relations with other sign language interpreting agencies and freelance interpreters.
Use of Specialist Equipment / Minicom.
Other / The postholder will be required to undergo a standard CRB check and to comply with the RAD’s confidentiality statement.

Team chart

RAD positively encourages applications from Deaf people and will support Deaf people to meet the person specification through Access to Work contracts

PERSON SPECIFICATION

ESSENTIAL / DESIRABLE / HOW
MEASURE*
EDUCATION AND TRAINING
(academic and vocational / High level of competency in English / Sign Language qualification / 1,5
1, 2, 5
EXPERIENCE AND ACHIEVEMENTS (paid/unpaid) / Experience of working in a busy office.
Experience of dealing with customers through a variety of media. / Experience of the Deaf Community / 1,2,3
1,2,3
1, 2
SKILLS, ABILITIES AND PERSONAL QUALITIES / Excellent communication skills.
Diplomacy and sensitivity in handling difficult situations and conflict.
Confident telephone manner
High level of competency in MS Office and databases. / 1,2,3
1,2,3,
4
1,2,3,4,5
OTHER RELEVANT FACTORS
(eg able to work rota system
driving licence/car owner) / Must be prepared to undergo a standard DBS check and comply with RAD confidentiality statement.

Key

1) Application 3) References 5) Evidence

2) Interview 4) Testing

3