CIB Program Associate – Dispatch & Operations

Job Title: CIB Program Associate – Dispatch & Operations

Team: Programs and Membership

Reports to: Program Manager - NYC Community Interpreter Bank (CIB)

Job Type: Non-Exempt/ Full-Time (40 hours/ week).

Annual Salary: $57,289/year

Location: The position is based in NYC with a requirement to be 4 days in the office, 1 day remote. Occasional travel within NYS.

Overview of the Organization

The New York Immigration Coalition (NYIC) is an umbrella policy and advocacy organization for nearly 200 groups in New York State. We envision a New York state that is stronger because all people are welcome, treated fairly, and given the chance to pursue their dreams. Our mission is to unite immigrants, members, & allies so all New Yorkers can thrive. We represent the collective interests of New York's diverse immigrant communities and organizations and devise solutions to advance them; advocate for laws, policies, and programs that lead to justice and opportunity for all immigrant groups; and build the power of immigrants and the organizations that serve them to ensure their sustainability, to improve people's lives, and to strengthen our state.

Position Overview

This is a contract-funded position to support the NYC Community Interpreter Bank, a community program which the NYIC has undertaken to enhance language access and increase the supply of trained, vetted legal interpreters. This position is funded through June 2026 and may be renewed for one more year, through June 2027. The continuation of this position beyond the time frame stated is contingent upon available funding.

Under the supervision of the Program Manager, the Program Associate – Dispatch & Operations will be responsible for overseeing daily logistics, interpreter dispatching, and program data systems for the NYC Community Interpreter Bank. This role ensures efficient, high-quality interpretation services are scheduled and tracked accurately while supporting program reporting and quality assurance efforts.

Responsibilities includes, but are not limited to:

Interpreter Dispatch & Operations

• Manage interpreter request intake using Salesforce, FormAssembly, and other platforms
• Match, schedule, and dispatch interpreters for service requests across NYC
• Monitor interpreter availability and make real-time scheduling adjustments as needed
• Maintain interpreter records including credentials, training history, and service logs
• Track and analyze interpreter requests by language, agency, and borough
• Collect completed service confirmation forms signed by requesting agencies after each assignment
• Ensure all interpreter invoices are submitted monthly and forwarded to the finance team
• Prepare and submit internal reports, including KPIs and deliverables
• Troubleshoot issues with dispatch systems, calendars, or intake forms
• Support the maintenance and ongoing development of scheduling and intake workflows

Customer Service & Interpreter Support

• Respond to inquiries from requester agencies, and interpreters with professionalism and care
• Serve as the main point of contact for interpreter questions, concerns, and support needs
• Coordinate and host regular interpreter meetings to provide updates and gather feedback
• Build and maintain positive relationships with interpreters and external partners
• Research and coordinate professional development opportunities for interpreter growth
• Ensure timely and consistent communication across all stakeholders
• Support other areas of the CP Portfolio as needed
• Must be available to work occasional evenings and weekends
• May occasionally move or carry materials weighing up to 50 pounds or less.

Qualifications

• Minimum of 2 years of experience in program operations, scheduling, dispatch, or logistics coordination.
• Proven ability to provide excellent customer service to diverse stakeholders, including community members, partner organizations, and service requesters.
• Strong attention to detail, time management, and organizational skills.
• Experience using tools like Salesforce, FormAssembly, and Google Sheets/Excel to manage data and workflows.
• Comfortable using shared calendars, CRMs, and digital dispatch tools to track and manage assignments.
• Excellent written and verbal communication skills.
• Bilingual or multilingual strongly preferred
• Ability to troubleshoot issues calmly and efficiently in a fast-paced environment.
• Must be legally authorized to work in the United States for any employer.

Important facts to know about this opportunity:

This position is mostly on-site, with a requirement of being in the office 4 days per week and remote 1 day per week.

Salary: $57,289/ year**

In addition to a competitive salary, NYIC offers a full benefit plan, unlimited paid time off after 90 days of employment, flexible spending account, commuter benefits and a comprehensive retirement plan.

• *The NYIC has a transparent and equitable salary structure. Starting salaries for each position are set in advance with no room for negotiation.

To Apply: Interested candidates should submit a resume and a cover letter through Breezy: https://nyic.breezy.hr/p/fc86fb330cc6-cib-program-associate-dispatch-operations

All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, immigration status or citizenship, sex, age, disability or marital status.

Deadline: Applications will be reviewed on a rolling basis and we are looking for someone to start as soon as possible. No phone calls or emails will be accepted for this position.

In addition to a competitive salary, NYIC offers a full benefit plan, unlimited paid time off after 90 days of employment, flexible spending account, commuter benefits and a comprehensive retirement plan.

Bilingual or multilingual strongly preferred