Job Details
OVERVIEW: Gallaudet University, federally chartered in 1864, is a bilingual, diverse, multicultural institution of higher education that ensures the intellectual and professional advancement of Deaf and hard of hearing individuals through American Sign Language and English. Gallaudet maintains a proud tradition of research and scholarly activity and prepares its graduates for career opportunities in a highly competitive, technological, and rapidly changing world.
Job Title:
Supervisor, Scheduling Operations
Worker Type:
Regular
Pay Type:
Hourly
Exempt Status:
No
Compensation Grade (Track/Level):
S4
Hiring Range (Commensurate with experience and qualifications):
$33.26-$44.33
Salary Ranges (All Compensation Grades):
Gallaudet University
Supervisory Organization (Department):
Operations
Summary:
Reporting to the Manager of Gallaudet Interpreting Services (GIS), the Supervisor of Scheduling Operations oversees customer service within the Gallaudet Interpreting Services team and ensures effective scheduling processes and supports the fostering of a work environment that is diverse, equitable, just and inclusive.
Job Description:
- Collaborates with the Manager, GIS Operations team, and other GIS staff in building rapport with Gallaudet University and Clerc Center community members; and supports and implements recommendations to the Manager for areas of need and collaborates on scheduler recruitment efforts, provides guidance and support for Schedulers including onboarding and general training.
- Engages directly with GIS and University staff to support the learning and application of equity, diversity, and inclusion concepts; and supports department-wide change initiatives to bring transformative justice to GIS and Gallaudet.
- Supervises GIS Schedulers, participates in hiring, provides training, assigns work, evaluates performance, and recommends personnel actions for GIS Schedulers; and supports GIS Operations and Leadership team by recommending and supporting the implementation of policies and procedures for all aspects of scheduling processes from request entry to billing.
- Provides oversight for all scheduling team professional development initiatives and training that support the enhancement of service provision and advancement in the interpreting scheduling field.
- Oversees the review and prioritization of interpreting requests by Schedulers; collaborates with GIS Leadership in consulting with departmental/divisional points of contact to plan for the effective use of interpreting; supports the scheduling team and operations team in daily, routine, and emergency decisions regarding service provision and requests through a thorough understanding of GIS policies, procedures, and practices in the interpreting field; ensures that decisions are just and equitable for all requesters, clients, service providers, and Schedulers; and escalates concerns when needed to appropriate GIS Leadership team members.
- Reviews scheduling activities and operations and makes recommendations for solutions to increase effectiveness, including the standardization of scheduling practices, the internal procedures, processes, and relations of scheduling practices and operations, the internal and external client relations, interaction, relations, and protocols with internal and external networks service providers (staff interpreters, independent interpreters, agency interpreters, captioners), and the opportunities that will enhance and increase breadth and depth of client experience at Gallaudet University (examples: coordination of large events, information gathering, schedule of needs).
- Develops and applies ongoing analysis of demand forecasts, volume trends, and staffing levels to improve efficiency of our workforce across locations, days of the week, shifts, and platforms.
- Implements, maintains and provides onboarding for new schedulers and training for the scheduling team; reviews training materials and policy documents as needed for plain language and use of visuals that support ease of comprehension for people with language barriers; and provides mentorship and opportunities for reciprocal feedback.
- Maintains and updates appropriate documentation of technical issues and escalates critical findings to the Manager; identifies appropriate resources to meet interpreting needs and for interpreting schedules that ensure the best use of financial and human resources; and consults with other GIS management.
- Develops and maintains familiarity with GIS services, platforms, and service provider requirements; and maintains a database of current, qualified, trained service providers for academic, non-academic and community interpreting.
- Provides Scheduling support/backfilling to GIS scheduling team as needed.
- Assists the Manager in the maintenance and development, as needed, of procedures for efficient scheduling and service provision.
- Provides exceptional leadership and guidance to a team of Schedulers; recommends and supports delivery of professional development initiatives and enhanced use of scheduling software, communication tools and platforms
- Establishes and maintains effective communication and rapport with schedulers, service providers, and GIS Leadership concerning day-to-day operations; gathers information, consults, collaborates, and provides recommendations to service providers and/or management, particularly regarding high profile/high impact service requests and/or critical circumstances.
- Provides leadership to Scheduling and Interpreting team members in the coordination of large, high profile, and/or high impact requests with assistance of GIS Leadership including identification of appropriate service provision and service providers, connect with a designated interpreter and/or scheduler serving as a liaison or a coordinator associated with the client(s), centralize the flow of communication and access to information, and confirm services.
- Leads the scheduling team and operations team in daily, routine, and emergency decisions regarding service provision and requests through a thorough understanding of GIS policies, procedures, and practices in the interpreting field; and ensures that decisions are just and equitable for all requesters, clients, service providers, and Schedulers. Escalates concerns when needed to the appropriate GIS Operations team member.
- Develops and applies ongoing analysis of demand forecasts, volume trends, and staffing levels to improve efficiency of our workforce across locations, days of the week, shifts, and platforms.
- Creates rotation schedules for the scheduling team for on-call shifts, designated weeks, designated allocation of service requests and other internal supporting documents and procedures.
- Prepares reports, completes special projects, and/or assists with billing, as needed.
- Maintains confidentiality and professionalism at all times.
- Establishes and maintains a positive and supportive working relationship with co-workers and supervisors.
- Demonstrates a genuine commitment to diversity, equity and inclusion in the workplace and participates in activities and workshops to foster continuous learning.
- Serves as a mandatory reporter under Title IX; and commits to completing Title IX training and other compliance requirements on an annual basis.
- Performs related and other duties as needed.
Required Qualifications:
- High school diploma or GED.
- A minimum of seven years of professional experience with database management, customer service, or a related field (Bachelor's degree with three years of professional experience in the above-mentioned area will be considered).
- Ability to communicate in American Sign Language.
Preferred Qualifications:
- Experience working in a higher education setting.
Knowledge, Skills And Abilities:
- Strong knowledge or experience working in an inclusive work environment.
- Strong computer literacy in Windows environments including MS Office and Google applications.
- Strong interpersonal and communication skills, team oriented, and ability to deal with a wide variety of personalities and learning styles.
- Strong ability to define problems, collect data, establish facts, and draw valid conclusions.
- Demonstrated ability to work with and across University departments, outside constituents and groups.
- Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment.
Other Important Information:
- The successful candidate will undergo a background check that must be cleared prior to working at Gallaudet University.
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Gallaudet University is an equal opportunity employer/educational institution and does not discriminate on the basis of race, sex, national origin, religion, age, hearing status, disability, genetic information, covered veteran status, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, political affiliation, source of income, place of business or residence, pregnancy, childbirth, or any other unlawful basis. This policy is in compliance with Title VII of the Civil Rights Act, the Americans with Disabilities Act, the Rehabilitation Act, the Age Discrimination in Employment Act, the District of Columbia Human Rights Act, and other applicable laws and applies to all procedures affecting applicants and employees including, but not necessarily limited to: recruitment, hiring, placement, promotion, transfer, reassignment, reappointment, tenure, demotion, selection for training, layoff, furlough, and termination, compensation, and all other conditions or privileges of employment.