Customer Service Associate – Interpreter Relations and Communications (CSA-IRC)

Access Alliance Multicultural Health and Community Services (AAMHCS) is a Community Health Centre that aims to provide services and addresses system inequities to improve health outcomes for the most vulnerable immigrants, refugees, and their communities. The Centre envisions a future in which Toronto’s diverse communities achieve health with dignity.

As a means of improving linguistic access to services for individuals with limited English proficiency, Access Alliance initiated an interpreter service program in the early 1990s. Over the past three decades, this not-for-profit fee-for-service program has seen significant, sustained growth, responding to the increasing need for professionally-trained interpreters in the health, social, legal and community services sectors.

We are looking for a dynamic individual with a broad skill base for the Customer Service Associate – Interpreter Relations and Communications (CSA-IRC) position in Language Services. The CSA-IRC will be responsible for the ongoing recruitment and professional development of community interpreters, and the internal and external communication materials for the department. Reporting to the Director, Language Services and Digital Strategy, the CSA-IRC will facilitate sufficient recruitment, testing, training, orientation and professional development activities to ensure an optimal roster of qualified freelance interpreters for the service. As part of Access Alliance’s ongoing commitment to advancing standards in health care interpreting, the CSA-IRC will be responsible for outreach, recruitment, onboarding of interpreters, ongoing professional development both of interpreters and Language Service customers (in relation to working effectively with interpreters). The CSA-IRC will manage communications for the department, including interpreter newsletters and communiques, to ensure consistency and content validity. The CSA-IRC will work collaboratively with LS team members more generally, as well as with internal and external stakeholders to further develop the service.

Detailed Description

Responsibilites 

Outreach, Recruitment, Onboarding

• Designing job opportunity communications and posting them in appropriate media and organizations
• Coordinating and facilitating information sessions for individuals interested in becoming interpreters
• Screening and interviewing applicants
• Coordinating onboarding and orientation of interpreters
• Maintaining a database of language professionals
• Coordinating interpreter recognition program and events
• Responding to all queries in a timely, solution-oriented, and customer-friendly manner

Professional Development

• Planning and coordinating an annual calendar of interpreter professional development events, including the Interpreter Debrief sessions
• Ensuring effective promotion of events and sessions to appropriate audiences
• Support interpreters to strengthen their competencies and meet their on-going education obligations
• Providing coaching to interpreters as required
• Contribute to content development of orientation sessions for customers to ensure alignment with interpreter role boundaries and best practices

Newsletters, Social Media and Communications with Interpreters and Other Stakeholders

• Coordinate interpreter newsletters and comuniques in collaboration with LS team members
• Develop our presence online through social media in collaboration with AAMHCS Communications team
• Promote and participate in marketing, promotion, and media activities as needed

Skill and Qualifications

• University degree in a related discipline, such as Adult Education or Communications
• Three (3) to five (5) years minimum experience working in a related position
• Significant experience designing curriculum and facilitating training sessions and workshops for diverse adult learners
• Familiarity with the language services sector and/or previous experience working as an interpreter are assets
• Significant experience developing communications plans and designing various electronic and printed materials
• Excellent interpersonal and group facilitation skills
• Solution-oriented decision-making and problem-solving
• Superb oral and written communication skills, preferably with previous copy-editing and public speaking experience
• Excellent organizational skills and keen attention to detail
• Demonstrated proficiency in various computer operating systems and applications, including MS Word, Excel, PowerPoint, Publisher; Canva; Adobe Acrobat
• Demonstrated proficiency with major social platforms, in particular Twitter, LinkedIn, and WhatsApp
• Self–starter with the ability to work independently and demonstrated initiative
• Demonstrated time management skills and prioritization skills
• Able to work in a dynamic, high pressure environment, while maintaining flexibility and positive attitude
• Experience working with diverse communities and demonstrated commitment to anti-oppression practices and principles
• Demonstrated understanding and appreciation for the not-for-profit and community services sector

Salary: $50,471 – $60,810

Hours: Fulltime (35 Hours Weekly)

Duration: Permanent

Bargaining Unit position: United Food and Commercial Workers, Local 175

Classification: CHW

Start Date: May 21, 2024

Interview Dates: April 24 – 26, 2024

 Please be advised that our organization requires all staff, students, and volunteers must be fully vaccinated. Proof of vaccination can be obtained from the Ministry site.

Applications must be made online.  Please click here to complete the application form and upload your resume and cover.

We thank all applicants for their interest but only those selected for an interview will receive acknowledgement.

Please note that a criminal background check (Vulnerable sector) will be conducted for this position.

We encourage applications from individuals who reflect the broad diversity of communities we work with, including those from racialized and 2SLGBTQI+ communities.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.

Access Alliance encourages a scent-free environment. Employees, students, volunteers, and visitors are asked to refrain from wearing fragrances and other scented personal care products (i.e. perfumes, lotions, hairspray, etc.) while at the Centre.