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Short Description:
Access Alliance Multicultural Health and Community Services is a Community Health Centre that aims to improve health outcomes for the most vulnerable immigrants, refugees, and their communities. We do this by facilitating access to services and addressing systemic inequities. The Centre envisions a future in which diverse individuals, families and communities can achieve health with dignity.
Reporting to Director, Language Services & Digital Strategy, the R.I.O. Team Lead will guide and monitor the Language Services staff in the performance of their operational and administrative activities. This encompasses a range of services and products including, over-the-phone, video interpreting, and other language access modalities and services.
Working within a framework of continuous quality improvement and monitoring, the R.I.O. Team Lead will represent business positions and decisions professionally. This role will support the coordination of a service team and a roster of professional freelance contractors in the delivery of high-quality interpreting services, thus ensuring language access for clients and service providers of Access Alliance as well as those of external healthcare and community service organizations.
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Responsibilities:
Day-to-day Operations
- Coordinating R.I.O. interpreter staffing schedule;
- Coordinating with Team Lead, Language Services for coverage for full-time, part-time, and locum team members;
- Ensuring cross-team communications and solution-focused responsiveness to issues related to R.I.O.;
- Supporting team meeting agenda development for topics related to R.I.O.;
- Monitoring, coaching and developing the Language Services team on excellent customer service principles and operational efficiencies;
- Monitoring and ensuring consistent adherence to service policies and procedures, including ensuring that operations manual is kept current;
- Tracking, responding, resolving and reporting on R.I.O. customer complaints and R.I.O. interpreter performance issues;
- Monitoring and primary point of contact for after-hours R.I.O. service coverage;
- Generating monthly and quarterly quality assurance reports including dashboard for activity related to R.I.O.;
- Provide oversight, support, coaching, and direction to R.I.O. customer service team members; monitoring performance up to, but not including discipline;
Project Management
- Overseeing and troubleshooting operation of a web-based on-demand call (audio and video) distribution platform;
- Supporting development and implementation of quality improvement initiatives to increase efficiency and improve R.I.O. customer relations and retention; including annual satisfaction surveys, accreditation and certification prep and buy–in;
- Conduct trend analysis, propose improvements, follow up with end-users as appropriate;
- Building team capacity in the delivery of a full suite multi-modality program – skills, processes, training and monitoring required;
Customer and Vendor Relations
- Serving as lead for R.I.O. customer onboarding and account support;
- Overseeing the development of end-user training and support materials and presentations;
- Telephony and other online applications tier 1 & 2 support for staff/clients and interpreter, and escalation management;
- Coordinating with internal vendors (e.g., Finance and IT) to ensure smooth day-to-day operations;
- Coordinating with external vendors for remote interpreting platform;
- Other duties as required
Skills and Qualifications:
Required:
- Undergraduate degree at a minimum or a combination of relevant education and experience;
- 3 to 5 years of work experience as a front-line customer service provider; particularly on digital/remote service platforms;
- Experience developing online products such as training webinars, digital information and instruction products, etc. a definite asset;
- Demonstrated expertise in customer service principles and knowledge of supervisory skills, including coaching and developing staff;
- Advanced proficiency in various computer operating systems and applications, including MS Access, MS Excel and various web-based programs; and digital/remote service platforms;
- Excellent communication, interpersonal, decision-making, problem solving and conflict management skills;
- Excellent organizational skills and a keen attention to detail;
- Ability to work flexible hours, including early mornings/evenings and occasional weekends
- Ability to travel throughout the city as required;
Asset:
- Experience working with multiracial, multilingual communities and a demonstrated commitment to anti-oppressive practices and principles;
- Demonstrated ability to work effectively in an interdisciplinary, team-based setting and a commitment to working with low income, multilingual and multiracial communities;
- Demonstrated ability to work productively with internal and external stakeholders as required (partners, funders, key customers, vendors, etc.);
- High standard of personal motivation and initiative;
- Demonstrated analytical skills to critically examine operational challenges and offer innovative solutions and options for change;
- Demonstrated flexibility and time management skills to prioritize tasks and manage multiple deadlines in a dynamic environment, high pressure environment, all while maintaining a positive attitude;
- Demonstrated commitment to professional development and skills building to enhance performance;
Duration: 18 Months
Salary: $63,337 – $76,394/ Annual
Hours: 35 hours/week
Bargaining Unit position: United Food and Commercial Workers, Local 175
Classification: Health Promoter
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.
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Application Method:
Please send your application by 5:00 p.m. on April 1, 2025 through following this link.
No phone calls please.
AAMHCS is a community-based organization that operates from a pro-choice, anti-oppression, and participatory framework. In your cover letter, we invite you to articulate why you wish to work with Access Alliance, and in what ways did you wish to put your skills, experience, and education into action for this role and for Access Alliance at this time. Knowledge of the neighborhoods we serve and how agency values would be integrated in your day-to-day work may be interview questions.
We thank all applicants for their interest but only those selected for an interview will be contacted. Please note that a criminal background check and Vulnerable sector check will be conducted for this position as a condition of employment
We are committed to a workforce reflective of the diversity of the City of Toronto and the communities we serve. We encourage applications from those who provide different perspective and contribute to diverse ideas including those from racialized and 2SLGBTQI+ communities.
AAMHCS is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Applicants need to make their needs known in advance.
AAMHCS encourages a scent-free environment.
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