Language Access Coordinator

PURPOSE STATEMENT

To strengthen Ayuda’s Language Access Department by administering and expanding the Community Legal Interpreter Bank, ensuring high-quality, timely language access services for nonprofit service providers and the communities they serve.

ORGANIZATIONAL PROFILE

Ayuda is a 501 (c)(3) nonprofit organization dedicated to providing direct legal, social and language access services, education, and outreach to low-income immigrants in the Washington, DC metropolitan area. Since 1973, Ayuda has provided critical services on a wide range of issues, in the process acquiring nationally recognized expertise in several fields including immigration law, language access, domestic violence and human trafficking. Ayuda has office locations in Washington, DC, Silver Spring, MD and Fairfax, VA.

WHY DO YOU WANT THIS JOB?

Because, just like everyone at Ayuda, you believe:

• In seeing communities where all immigrants succeed and thrive in the United States.
• In the overall success of our organization and all our programs.
• That families should be healthy and safe from harm.
• That all people should have access to professional, honest, and ethical services, regardless of ability to pay or status in this country.
• That diversity and equality make this country better.

WHAT WILL THIS JOB ENTAIL?

Core responsibilities of the position include the following. Other duties may be assigned.

• Coordinate and manage interpretation service requests, including scheduling and assigning interpreters for in-person, telephonic, video remote, and other virtual assignments. Monitor assignment fulfillment, communicate with interpreters and nonprofit service providers, troubleshoot scheduling and service delivery issues, collect evaluation and feedback materials, and maintain accurate service records.
• Coordinate and manage language access service coverage by contracting with third-party interpretation vendors when interpreter requests cannot be fulfilled through Ayuda’s contracted interpreter network. Arrange and monitor in-person, telephonic, video remote, and other virtual interpretation services; communicate scheduling and assignment requirements; troubleshoot service delivery issues; and ensure timely, high-quality language access support for nonprofit service providers and their clients.
• Manage translation service requests upon receipt and until completion by coordinating with approved translation vendors, communicating project requirements and deadlines, tracking project status, reviewing deliverables for completeness, and ensuring timely delivery to requesting nonprofit service providers.
• Manage and respond to inquiries from contracted interpreters, nonprofit service providers, and vendors with established relationships within Ayuda’s interpreter banks. Provide assistance with navigating interpreter bank processes, accessing language access services, resolving service-related issues, and ensuring compliance with program policies and procedures.
• Maintain and manage the Language Access Program’s online scheduling system, Salesforce, through regular monitoring, data entry, record updates, quality assurance reviews, and processing requests from interpreters, nonprofit service providers, and vendors.
• Support Salesforce system administration and continuous improvement efforts by collaborating with the Language Access Manager, Database Operations and Salesforce consultant to test enhancements, identify and report issues, create and track support tickets, conduct tests, validate fixes, and document results.
• Manage the collection, review, organization, and maintenance of program documentation and records, including applications, memoranda of understanding (MOUs), contracts, independent contractor agreements, onboarding materials, and other compliance-related documents from interpreters, nonprofit service providers, and vendors. Ensure documentation is complete, accurate, current, and properly maintained in SharePoint and other designated systems in accordance with organizational policies, procedures, and record retention requirements.
• Monitor interpreter invoice submissions for accuracy, completeness, and timeliness. Follow up with interpreters regarding outstanding or overdue invoices, provide guidance on invoicing procedures as needed, maintain related records, and support the timely processing and reconciliation of payments.
• Manage the invoicing and payment collection process for fee-for-service language access programs and interpreter bank customers by preparing and issuing invoices, maintaining accurate billing and payment records, monitoring accounts receivable, and tracking payment status. Communicate with customers regarding billing inquiries and outstanding balances, follow up on overdue payments, resolve routine billing issues, and take appropriate action to ensure timely collection of payments, including escalating unresolved payment concerns or delinquent accounts to Language Access Managers as necessary.
• Support the preparation and submission of quarterly qualitative and quantitative grant reports by gathering, organizing, validating, and maintaining program data, participant feedback, and supporting documentation. As knowledge of program operations, data systems, and reporting requirements increases, assume responsibility for drafting and completing assigned report sections and contributing to the timely submission of grant reports.
• Assist Language Access Managers and Training and Technical Assistance Specialists in gathering, analyzing, and evaluating feedback from interpreters, nonprofit service providers, and other stakeholders regarding program policies, procedures, and service delivery practices. Support the identification of trends, challenges, and opportunities for program improvement.
• Support the maintenance and implementation of Ayuda’s Language Access Plan by assisting with updates to plan materials, maintaining related documentation and resources, distributing communications, and supporting training and technical assistance activities. In partnership with the Training and Technical Assistance Specialist, help promote awareness of the Language Access Plan and support staff in accessing language access resources, tools, and guidance to encourage consistent implementation of language access policies and procedures.
• Research and compile information on language access laws, regulations, best practices, community resources, and emerging trends to support program development, service delivery, and organizational initiatives.
• Support the Training and Technical Assistance Specialist with the implementation of trainings, webinars, and technical assistance activities for interpreters, nonprofit service providers, and other stakeholders. Assist with training logistics, participant communications, registration tracking, material preparation, and evaluation activities.
• Provide administrative and logistical support to the Senior Language Access Manager for Language Access Program Advisory Board meetings, including scheduling, coordinating meeting logistics, preparing and distributing materials, maintaining records, documenting meeting outcomes, and supporting follow-up activities.
• Provide operational coverage and support for Language Access team functions during staff absences, periods of high demand, and special projects to ensure continuity of program operations and service delivery.
• Provide administrative, operational, and programmatic support to the Language Access team, including maintaining records, preparing correspondence and reports, scheduling meetings, and supporting departmental initiatives.
• Perform other duties and special projects as assigned by the Language Access Director and Language Access Managers.

HOW DO YOU KNOW IF YOU CAN DO THIS JOB?

Eligibility Requirements:

• Must be legally able to work in the United States and maintain proper work authorization throughout employment.
• Must be able to meet the physical requirements of the position presented in a general office environment.

Qualifications:

The following qualifications are the qualities, experiences, and skills we seek in a candidate.

Candidates who don't feel that they meet every single qualification, but who still believe they’d be the right fit for this role, are encouraged to consider applying! We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways -- not just candidates who check all the boxes.

Required Knowledge and Skills:

Demonstrated excellent written and verbal communication skills

Experience managing multiple tasks and deadlines in a fast-paced environment

Ability to identify, analyze, and report trends or patters in complex data sets

Experience with Microsoft Office (Word and Excel) and Adobe Acrobat

A demonstrated ability to provide excellent customer service while communicating with people from diverse backgrounds in a culturally competent manner

Interest in, or dedication to, improving access to services for immigrant, limited English proficient, and Deaf communities.

Preferred Skills:

Salesforce/CRM databases

DocuSignBill.com

SurveyMonkey

Facebook

Google Docs

SharePoint

WordPress

Other

Prior experience in public speaking or developing presentations for training or teaching purposes

Experience working with interpreters

We are proud of the benefits we can offer that include:

• Platinum-level medical insurance plan 100% employer-paid
• Dental and vision insurance 100% employer paid
• Long-term disability insurance 100% employer paid
• Life and AD&D insurance 100% employer paid
• Pre-tax 401(k) with Employer match on first 3% of salary
• Vacation Days: 21 days per year until year 3, 27 per year in years 3-7 and 33 days per year after 7 years employment. Employees begin with 3 days of vacation leave.
• New employees begin with 5 days of Health & Wellness (sick) leave and accrue an additional 5 hours per pay period plus emergency medical leave up to 12 weeks per year
• 12 weeks paid parental leave
• 26-28 days paid holidays and staff wellness days, including Winter Break, the last week of the year
• Job-related professional development fees (including annual state bar dues and professional memberships)

Employees with federal student loan debt may be eligible to apply for Public Service Loan Forgiveness through the Department of Education. For more information, go to https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service.

This position is non-exempt for overtime purposes.