Program Assistant, Language Services

Detailed Overview

Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients / clients / residents and families : Provides administrative and analytical support to the Language Services team by responding to a variety of internal and external inquiries;

processing requests for interpreting services from staff requesting interpretation support; dispatching contract interpreters, and ensuring the smooth and efficient functioning of the service.

This position is also responsible for providing confidential administrative support to the Language Services, including appointment, meeting and event coordination;

preparing and processing documents, files, invoices and information; managing office support systems; and supporting relevant committees, partners, vendors and customers.

Responsibilities Receives, inputs, processes and revises requests for interpreters via phone, email or FH interpreting services management system.

Dispatches, schedules and confirms request information and instructions with freelance contract interpreters to fulfill requests.

Maintains and updates information entered and contained in databases, including the interpreting services management system;

Maintains up-to-date records, interpreter schedules and mailing lists; Follows established contingency plans and redundancy processes to back-up information in the interpreting services management system to ensure seamless delivery of service in the event of system malfunction.

Maintains paper and electronic filing, tracking and distribution systems for a variety of records and files such as interpreter profiles, assignment forms, incident reports, statistical reports and various other correspondence and documents.

Schedules, organizes and coordinates meetings, workshops, education sessions, teleconference calls and other related activities for the team and key partners;

arranges locations, equipment and presentation materials; takes, transcribes and distributes meeting minutes; follows up on decisions made and maintains accurate records to ensure required action has been initiated.

• Receives, processes, responds to and resolves service issues with staff and freelance contract interpreters by communicating and reinforcing established policies, procedures and processes;
• escalates unresolved issues to the Lead, language services. Receives, processes, respond to and redirects general calls to the appropriate program staff;

provides general information to callers regarding Language Services. Produces, develops and designs a variety of documents including correspondence, minutes, meeting agendas and program materials using various word processing, spreadsheet, presentation and design software packages.

Photocopies and distributes documentation such as correspondence and reports. Organizes and prepares group-based material, such as photocopying, ordering printed materials and setting up technology as needed.

Performs other related duties as assigned. Qualifications Completion of recognized post-secondary secretarial / administrative training plus three years of related office and administrative experience in health care setting, or customer relations or an equivalent combination of education, training and experience.

Experience working in a fast-paced, call-centre setting with diverse customers, clients or patients or in a language services organization are an asset.

COMPETENCIES : Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.

Professional / Technical Capabilities Ability to operate related equipment including computer-based software applications.

Comprehensive knowledge of relevant acts, regulations, programs, policies and procedures. A high degree of discretion and maturity in handling confidential information and situations.

Ability to establish and maintain rapport with clients. Ability to communicate effectively verbally and in business writing.

Demonstrated ability to plan, organise and prioritise work. Ability to take initiative, analyze and resolve problems. Ability to work independently and in cooperation with others.

Physical ability to perform the duties of the position.