Manager of Deaf Professional Interpreter Services

GENERAL PURPOSE:

The Manager of Deaf Professional Interpreter Services (DPIS) is responsible for the language access services provided to Deaf and Hard of Hearing (DHH) Professionals and Learners throughout the University of Rochester Medical Center, the University of Rochester, and all affiliates.

The DPIS program is vital to ensure compliance with the Americans with Disability Act. The Manager provides consultation as requested and service provision to University of Rochester Departments and Schools regarding services for DHH professionals and learners.

The Manager of Deaf Professional Interpreter Services reports to the Associate Vice Provost of Disability Compliance.

SPECIFIC RESPONSIBILITIES:

OPERATIONS MANAGEMENT

• Ensures access services are provided to UR affiliated DHH professionals and learners

• Manages the service request process, billing consultation, and staff scheduling system for 24/7 operations

• Oversees coordination of services to DHH professionals and learners including, but not limited to: monitoring incoming requests for services, making scheduling adjustments as needed, being on-call for nights, weekends and holidays, making corrections or adjustments within the scheduling system, assigning additional resources or reducing resources as appropriate, determining which requests can utilize external agencies, monitoring interpreter workload

QUALITY IMPROVEMENT

• Monitors customer satisfaction and acts upon customer feedback to ensure complaints are resolved and access services are enhanced

• Develops and monitors quality improvement goals, standards, and measurement and recommends efficiencies or additional staffing

• Analyzes program productivity statistics and recommends quality and cost-efficient enhancements for services

FINANCE MANAGEMENT

• Develops and monitors operating budgets and expenses

• Ensures cost and time efficient staffing and processes

• Obtains adequate resources and supplies necessary for department staff to perform their duties

PROGRAMMING

• Provides leadership, training, and coaching to work teams throughout the employee lifecycle

• Oversees talent development planning to create retention strategies, employee engagement, and career path processes

• Facilitates internal committees

HUMAN RESOURCE MANAGEMENT

• Partnering with the department’s HR Business Partner as needed, oversees aspects of human resources and performance management including but not limited to: timekeeping and approving payroll, addressing performance concerns, assisting with leave administration, completing performance evaluations, and ensuring compliance with policies

• Identifies, requests and recommends salary adjustments as needed

• Oversees recruiting, interviewing, and hiring for DPIS positions

• Ensures staff adhere to ICARE and MELIORA values

EDUCATION AND CONSULTATION

• Advises and collaborates with departments to ensure compliance with Joint Commission Standards, Americans with Disability Act, the Family Educational Rights and Privacy Act FERPA, and NYS Hospital Code Regulations as it relates to access services.

• Provides and coordinates education to UR staff and affiliates regarding various factors involved in the provision of access services for deaf populations

• In collaboration with the Director of Deaf Operations, advocates for appropriate and effective services for employees and learners regarding communication access as needed

• Provides consultation regarding utilization of a variety of accommodation options including but not limited to staff, agency, and video interpreters; CART, RTC, and other captioning services; video and phone devices and video conferencing platforms

• Collaborates with educational institutions to manage interpreter fieldwork for student and intern placements and shadowing experiences

• Represents UR to community groups and agencies

• Serves on internal and external committees as indicated

CONTRACT AND POLICY MANAGEMENT

• Develops contractual relationships with outside interpreter service vendors for ASL interpreter interns

• Manages liaison relationships and contract negotiation with access services vendors and agencies

• Collaborates with University Purchasing to determine appropriate vendors for provision of essential services/resources. Participates in vendor selection, considering the cost, effectiveness and reliability of vendor services

• Develops and implements department policies, procedures and expectations

• Coordinates policy training activities regarding program, department, and University policies

• Ensures that program policies conform to department, external regulatory, and accreditation standards

• Ensures that program policies are disseminated and revised as indicated

Other duties as assigned

REQUIREMENTS:

• Bachelor’s degree required;

• Master’s Degree preferred.

• 3 years of management or supervisory experience required;

• Experience with interpretation in a health care or academic setting preferred;

• Or equivalent combination of education and experience required.

• Deep understanding of ASL interpretation best practices, approaches to teaming, current trends in the field, and cross-cultural language facilitation required;

• Knowledge of and experience with various ASL interpretation processing model theories and applications required;

• Deep knowledge and understanding of Deaf culture and cross-cultural language facilitation preferred;

• Fluent in American Sign Language;

• Excellent communication, interpersonal and customer service skills;

• Ability to multitask and prioritize in a complex, fast-paced environment;

• Demonstrates knowledge of and commitment to uphold the Code of Professional Conduct of the National Registry of Interpreters for the Deaf.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Location: School of Medicine & Dentistry
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 052 URMC Ofc of Equity & Inclusion
Schedule: 8 AM-5 PM