Job Description

Come join our collaborative and supportive team! Gateway is a well-established non-profit organization and a leader in communication services. We focus on providing a supportive environment for patients and practitioners. Located in Baltimore, Maryland, Gateway offers a multitude of services to individuals of all ages with communication disorders and disabilities. Our mission is to help connect people to their worlds through our Language Access, Inclusion, Education, Hearing Health, and Speech-Language Pathology programming. Learn more at www.gatewaymaryland.org.

Majority of time is remote from home. Reliable transportation is required for in-person for meetings or to use onsite technology if/when needed.

The Gateway Interpreting Scheduler facilitates services to both customers and interpreters. Gateway Interpreting Schedulers perform a wide variety of responsibilities including, but not be limited to processing, scheduling, and confirming interpreting requests, managing billing and customer relations with the highest integrity and representing Gateway Maryland/Gateway Interpreting to customers, partners, and internal team members. CIRS Schedulers also assists the department with ongoing operations and program management support.

Key Success Factors

Superior ability to prioritize and focus in a fast-paced environment Ability to quickly learn and use new technology software applications Positive telephone, email and other communication skills as contact with clients and others will be extensive and ongoing Co-operative team player Enjoys engaging and interacting with a variety of people Desire and ability to provide exceptional customer service Embraces change and complexity Appreciates accountability and independent responsibilities Likes to stay busy and wants to be involved in projects to their completion
Responsibilities

Process customer requests for interpreters and manage client concerns. Maintain customer requests and interpreter schedules in Gateway Interpreting scheduling portal, eRSP. Maintain accurate records within eRSP for customer profiles and interpreter schedules. Provide new and existing customers with agreements, processes, policies, and estimates. Explain ADA regulations to customers and clients. Provide general administrative support to Gateway Interpreting including management of high-volume e-mail, American Sign Language class inquiries and registrations. Resolve customer and client feedback and conflicts. Schedules interpreters for assignments. Coordinate with other Gateway Interpreting team members for coverage of the 24/7/365 Emergency On-Call schedule; responds to emergency calls during scheduled timeframe. Other duties as assigned.
Key Performance Indicators

Low error rates and overall quality of work output Motivating and effective management skills Integration into the team Ability to work independently in an occasionally stressful environment with extensive multi-client demands Participation in organization-wide initiatives Demonstration of evolving technical and communication skills
Qualifications

Must like people; strong interpersonal and relationship building skills Strong ability to communicate verbally and in writing Proficiency with Google Suite, Microsoft Word and Excel Ability to sit, stand or bed for long periods of time Bachelor's degree in Deaf Studies, Special Education or related field preferred. Fluent in American Sign Language 1-2 years of experience working in a busy call center Deaf awareness, sensitivity, and ADA knowledge a must Ability to work independently and as a team member with a positive "can-do" approach Exceptional organizational skills Experience working for a nonprofit organization plus willingness to foster an environment of general delightfulness required.
This job description is not intended to be, nor should it be construed as an all-inclusive list of all responsibilities, skills, efforts, or working conditions associated with the position. While it is intended to be an accurate reflection of the job requirements, Gateway Maryland reserves the right to modify, add, or remove duties, and to assign other duties as necessary.

Job Type: Part-time

Pay: $15.00 - $17.00 per hour

Work Location: Hybrid remote in Baltimore, MD 21215