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POSITION DESCRIPTION

Position Title: Senior Language Services CoordinatorIssue / Review Date: March 2017Department: Language, Partnerships and InnovationResponsible To: Manager, Language and TechnologyResponsible For: Auslan Connections Booking & Administration Officers

Organisational Context

““Vicdeaf’s vision – Our clients and our community live in an accessible, inclusive society with equal opportunity in all areas of life”

Vicdeaf is a progressive community service organization which provides programs and education to over 17,000 Deaf and hard of hearing people each year through a range of services across twenty sites in Victoria and Tasmania.

Established in 1884, Vicdeaf has a vision that our clients and community live in an accessible, inclusive society with equal opportunity in all areas of life.Our commitment is to ensure that people who are deaf, hard of hearing or experience barriers to participation are able to enjoy the benefits of being able to join in and contribute in all areas of life, including through economic, cultural, social and civic involvement.

The Community and Language Services (CLS) Department seeks to assist Deaf, hard of hearing and hearing people to communicate with each other by providing a professional and quality language access service, including Auslan interpreting. Vicdeaf’s Language Services Department, branded ‘Auslan Connections’, a joint venture of Vicdeaf and Deaf Services Queensland

Position PurposeThe Senior Language Services Coordinator position exists to provide daily supervision and direction to the Booking and Administration Officers with their tasks. The Senior Language Services Coordinator is also accountable and responsible for tasks which require a high level of discretion and autonomy, including responding to external complaints, decision making and problem solving, implementation of office systems and highlighting issues of concern to management as well as establishing a strong team culture and high level of customer service.

KRA: Booking Office CoordinationCoordinate the direction and overall performance and productivity of the booking office

Actions Performance Indicators Act as the primary point of contract between

the booking office and the Manager, Language and Technology

Trouble shoot booking office issues as they arise before escalating them to the Manager, Language and Technology if required

Liaise with external interpreting agencies and high use booking clients to maintain effective working relationships.

Ensure the accuracy of Booking Office work, identify errors and offer advice.

Manager, Language and Technology is kept informed of the ongoing of the booking office on a regular basis.

The booking office functions effectively and efficiently.

The majority of interpreting assignments are carried out without disruption or difficulty.

Positive relationships with external agencies are maintained

Bookings are allocated appropriately and clients receive quality service

of 6PD SLS (AC) Issue: 01Draft Copy Next Review Date:


Delegation of work within the Booking Office Ensure quality of service for clients and

appropriate matching of interpreter skills to assignments

Ensure that booking requests are managed efficiently and in a timely manner

Managing workflow and turnaround times to maintain

Use problem solving skills and alternative methods to minimise Unable To Service (UTS) bookings

Unallocated and UTS bookings are kept to a minimum

KRA: Training and Supervision of Booking and Administration OfficersProvide training and mentoring for the development of Booking and Administration Officers

Actions Performance Indicators Train New Booking and Administration

Officers Supervision of Booking and Administration

Officers, including responsibility for picking up errors, providing advice, assistance with decision making and prioritisation of tasks.

Provision of appropriate mentoring and support to booking office staff on an ongoing basis.

Identify and address booking office staffing issues as they arise, and liaise with staff and Operations manager to resolve issues where possible.

Process fortnightly timesheets and leave requests.

Conduct annual performance reviews for Booking and Administration Officers

Document and address any performance issues according to Vicdeaf policies and procedures for performance management; escalate to Operations Manager or General Manager as required

Booking and Administration Officers are supported and mentored as to increase skills and competencies in their role.

Staffing issues are resolved or escalated as appropriate and necessary

Knowledge of service information is current and accurate and reflective of current environment.

Staff payroll and leave requests are processed regularly in accordance with agreed timeframes

Performance reviews are conducted annually and documented appropriately

Work performance is monitored and any issues or areas for improvement are addressed according to Vicdeaf policies and procedures

KRA: Liaising with Casual and Staff Interpreting Team Basic coordination of interpreting staff relevant to general booking processes

Actions Performance Indicators Working directly with a large pool of

permanent and casual interpreters to ensure that assignments are carried out in a timely and professional manner and consult with the Program Manager - Interpreting

Manage minor staffing issues i.e. complaints, debriefing, lateness, claims, cancellations and escalate to Program Manager - Interpreting

Manage staffing issues in accordance with Vicdeaf policy and seek advice where appropriate.

Support and direction to staff is provided where required.

Higher duties are completed during the Manager, Language and Technology’s absence if required.



as necessary Provide advice and support to casual and

staff interpreting team about policies and procedures relevant to their work in accordance with Vicdeaf and Auslan Connections guidelines

First point of resolution for day to day issues that arise within the casual and staff interpreting team

KRA: Payroll / Invoicing / AccountsCasual interpreter pay reporting, generation of invoices and basic account support.

Actions Performance Indicators Process interpreter pays and produce the

related reports on a fortnightly basis. Generate invoices, sort and process

according to internal and external client requirements

Assist in basic invoicing support such as invoice enquiries, debt collection, client reporting request, invoice amendments etc.

Interpreter pays are processed and relevant payroll reports generated fortnightly by specified dates.

Invoices will be accurate according to fee structures/ agreed rates and distributed to clients on a prompt fortnightly basis.

Provide invoicing assistance to clients where possible and manage invoicing processes, referring to accounts when necessary.

KRA: Client, Contract and Funding ManagementResponsible for internal and client facing functions which ensure compliance with contract requirements and maximisation of funding opportunities for Vicdeaf

Actions Performance Indicators Provide project management support for

Director and/or Manager, Language and Technology including assistance with tenders, project planning, and implementation.

Management of Employment Assistance Funding (EAF) for Vicdeaf staff (and external clients if required and with approval of JobAccess)

Work with the Access and Service Design team to develop and implement NDIS processes and protocols ensuring a streamlined customer experience and efficient internal processes

Generate customised reports for clients as required (e.g. monthly / quarterly reporting for major clients such as Swinburne in accordance with contractual requirements); ensuring compliance with contractual requirements etc.

Represent Auslan Connections and/or act as dedicated point of contact to major clients or for clients who require dedicated support for a specific project or complex booking.

Auslan Connections delivers a high level of customer service and has a good reputation within the industry, both with external agencies and booking clients.

Utilisation of available EAF funding is maximized NDIS participants receive streamlined and tailored

interpreting services from Auslan Connections Major contracts are managed in accordance with

contract requirements Clients with complex needs receive personalised

service and support Knowledge of sector and funding environment is

current and accurate



Possess specialised industry knowledge relevant to Auslan Connections or the wider disability sector – e.g. knowledge of NDIS and future funding opportunities or implications for Vicdeaf / Auslan Connections

KRA: Booking Officer DutiesUndertake general booking to office duties

Actions Performance Indicators Clients are notified within agreed time frames

if there is difficulty servicing their requests Lobby and advocate with booking clients

regarding the need to provide and pay for interpreting services.

Enter bookings into database as they come through.

Send booking confirmations as assignments are booked.

Liaise with interpreters and note takers regarding availability of work.

Liaise with Deaf and hearing clients, corporations and individuals to determine client needs.

Answer telephone, fax, in person and electronic queries as they arrive.

Respond to customer complaints/issues in a timely manner.

Bookings are entered promptly and accurately with booking confirmations sent in a timely manner.

Interpreters and note takers have clear instructions on job details and requirements at all times.

Clients are communicated with in appropriate communication method (i.e. Auslan).

Confidentially and discretion is maintained at all times when liaising with clients, staff or team members.

Duties are undertaken accurately and efficiently at all times.

A professional telephone manner is maintained at all times.

Customer queries/complaints are responded to in an appropriate and timely manner.

Complaints are referred to the Manager, Language and Technology as required.

KRA: Workplace Health & Safety and Professional DevelopmentWork to ensure a safe working environment and continuation of skills development

Actions Performance Indicators Identify staff needs in relation to OH&S,

stress management, training, and liaising with the Manager, Language and Technology regarding these needs.

Actively promote a safe working environment within Vicdeaf and any external worksites.

Abide by Vicdeaf OH&S guidelines Ensure privacy and confidentiality is

maintained. Participate in training and personal

development opportunities in accordance with the performance/career development procedure

Staff is healthy and happy with any OHS issues acted on immediately in conjunction with the Manager, Language and Technology and PC Manager where appropriate.

OH&S guidelines are adhered to at all times. Hazards and incidents are reported as needed Privacy and confidentiality in maintained at all

times. Training is undertaken willingly and on a regular

basis. Performance appraisals are undertaken on an

annual basis and a training and development plan generated from this process

KRA: Contribute to Process and Systems DevelopmentContribute to the development of systems and processes for Auslan Connections

Actions Performance Indicators



Participate in discussions with IT consultants and Manager, Language and Technology to identify, test and implement upgrades and fixes to the booking system software.

Escalate any errors or faults in the booking system to the relevant IT consultants

Where existing IT platforms do not have capacity to automate systems in accordance with client or organisational needs, contribute to the development of interim processes and solutions to meet Vicdeaf and client needs and expectations

The booking system is upgraded or improved in response to the needs of the booking office, and of booking clients, deaf people, and interpreters.

Errors are rectified in a prompt timeframe Contribute to the development of IT solutions to

meet Vicdeaf and client requirements

KRA: Additional Duties Undertake additional duties in accordance with role expectations

Actions Performance Indicators Actively participate and contribute in team

meetings. Participate in training and personal

development activities Take an active role in creating a safe and

healthy work environment. Perform duties in accordance with relevant

Vicdeaf policies and procedures.

Meeting interaction and participation Performance appraisals are undertaken on an

annual basis and a training and development plan generated from this process.

Core Values Respectful, Adaptable, Progressive, Inclusive and Diverse

Job Competencies Qualification in Auslan/Interpreting preferred Previous experience in administration or relevant qualification in Business Administration. The ability to learn new software Demonstrated ability to provide the highest level of customer service. Excellent administration skills including record keeping, key board and data entry. Well developed organisational and time management skills. Well developed interpersonal and communication skills (both verbal and written). Knowledge of Microsoft Office applications, in particular word and outlook. Knowledge of Deaf and hard of hearing community. Detailed knowledge of Auslan Connections clients, their communication requirements, interpreter and

notetaker skill sets and internal systems and procedures Well developed problem solving and decision making skills Strong attention to detail and accountability

Personal Competencies Positive and flexible nature able to deal with a wide range of people and situations.



Resilient attitude. Proven team player but demonstrated competency to work independently. Ability to work under pressure and meet timelines. Maintain confidentiality and sensitivity when dealing with sensitive information.

Key Interfaces Manager, Language and Technology Program Manager – Interpreting Director – Language, Partnerships & Innovation Auslan Connections Booking and Administration Officers Interpreting and Notetaking Staff Vicdeaf staff and managers Deaf and hard of hearing Victorians including NDIS participants Clients & general public


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