RIO Coordinator

Overview

Hours:

35 hours/week

Under the supervision of the Client Services Manager, the Program Coordinator- RIO will be instrumental in ensuring that on-demand clients and Interpreters connect seamlessly over AL’s virtual call centre network. They will be familiar with remote service delivery models, adaptable to different virtual contexts; customer focused, andenjoy supporting and training Interpreters.

• Coordinate a remote interpreter roster for phone and video modalities for both on-demand and scheduled through the RIO platform.
• Liaison with staff of RIO partner agencies in the area of complaint management and program development.
• Provide customer service support to AL's clients and partners.
• Provide information, advice, and/or referrals verbally and/or in writing.
• Train and assist RIO interpreters in conjunction with the Training Department.
• Support new customer onboarding and training.
• Handle administrative tasks related to the RIO program.
• Support the on-going development of a solution-oriented resolution process.
• Train and work with service providers and clients to develop care paths for non-limited English speakers to ensure access to the appropriate language services.
• Provide emergency coverage for duties of other staff.

• Excellent interpersonal communication (oral and written) and problem-solving skills.
• Minimum Intermediate Excel skills and data management abilities.
• Competence in the use, maintenance, and troubleshooting of IT platforms.
• Curiosity about new technologies.
• Capability to operate in a multi-cultural setting.
• Expertise in customer services is an asset.