Senior Manager, OLA Operations

Official Title: Senior Manager, OLA Operations

Pay Grade: Senior Management 1

Salary Range: SM1 Entry Level Pay $111,214.74 to Pay Range Maximum $164,015.80

Starting Pay: $111,214.74

Salary Notes: This position is designated as Management. Starting Salary will be based on a review of qualifications and experience.

Departmental Mission Statement: The Office of Access, Diversity and Fairness (OADF) is led by the Chief Access, Diversity and Fairness Officer (CADFO) and is tasked with overall responsibility for the Massachusetts Trial Court’s policies and practices related to access, fairness, diversity, equity, and inclusion. The following six departments report to and are supervised by the CADFO: (1) Access to Justice and User Experience; (2) Alternative Online Dispute Resolution Programs; (3) Court Records and Transcripts; (4) Court Services and Law Libraries; (5) Diversity, Equity, and Inclusion; and (6) Language Access.

The Office of Language Access (OLA) advances access to justice by providing language services to limited English proficiency (LEP) and deaf and hard of hearing (DHH) individuals in the Court system. As such, OLA provides statewide oversight of court programs and services for spoken language access to interpreters and translators for LEPs, and sign language or communication access real-time translation for DHH individuals. Among other functions, OLA organizes interpreters to be available at court events that require interpretation services.

ORGANIZATIONAL PROFILE:

https://www.mass.gov/orgs/trial-court-office-of-language-access

Notes: This position is open to current employees of the Office of Language Access

Position Summary: Working within the Office of Language Access (OLA), the Senior Manager for OLA Operations plays a leadership role reporting to the Director of OLA and overseeing the day-to-day OLA operations and the interpreter workforce. The Senior Manager works collaboratively and proactively with court departments, scheduling teams, regional coordinators, and other staff at OLA to optimize interpreter fulfillment rates across all languages. In parallel, the Senior Manager is tasked with developing a healthy community of staff and per-diem interpreters so that OLA has the capacity to meet all interpreter service needs. This senior leadership role has oversight over both staff and contracted (per-diem) interpreters.

Supervision Received: Receives general direction from the Director of OLA and is evaluated for professional soundness in performing duties in accordance with policies, regulations, and all best management practices and established guidelines within OLA.

Essential Functions and Responsibilities:

• Provide collaborative, forward thinking and responsive leadership in the planning, development, implementation, maintenance, and management of OLA’s programs and services.

• Assist the OLA Director in developing and executing strategies, policies and procedures.

• Manage all day-to-day operations of OLA to ensure proper coverage of interpreters for court events with LEPs.

• Supervise staff interpreters and per-diems and other assigned staff (e.g. project coordinator) in conjunction with the 6-8 regional coordinators reporting to the Operations Manager.

• Ensure the operations are performing efficiently and effectively.

• With regular communications, ensure the workforce is being kept abreast of any developments and interpreters are inspired to serve LEPs.

• Address performance issues among regional coordinators, staff interpreters, other staff, and per-diems.

• Resolve any conflicts in interpreter scheduling and leaves and other personnel-related requests.

• Serve as escalation step in union grievances. Address grievances, conduct investigations, and implement conflict resolution strategies.

• Collaborate with the scheduling teams to ensure schedules of interpreters are effective and viable. Look for ways to improve schedules and coverage through training & education, collaboration with courts, and support from regional coordinators. If necessary, the Operations Manager can override proposed schedules and assign interpreters where they are most needed in accordance with OLA’s Standards & Procedures.

• Analyze, report-out, and manage fulfillment and assignment rates (key performance indicators for OLA).

• Recommend changes to Standards and Procedures to improve OLA services.

• Support recruitment and onboarding of interpreters and other staff.

• Facilitate training courses where useful in coordination with the Professional Development Manager to manage and mentor court interpreter staff.

• Collaborate with OLA’s Director and Trial Court leadership to enhance employee engagement and workplace culture. Develop and implement strategies to foster a healthy and inclusive work environment. Promote employee job satisfaction.

• Perform related duties as required.

Job Competencies: All applicants must be able, through the interview process, to demonstrate knowledge and understanding of the following areas:
Ethics and Values: Communicates and demonstrates the ethics and values of the Trial Court.
Mission: Understands, upholds, and communicates the Trial Court and departmental missions.
Applied Knowledge: Demonstrates the skills and the abilities to innovate and drive enhancements and efficiencies in language access and, interpreter services.
Problem Solving: Accurately assesses service and programmatic related problems in the Trial Court and recommends and facilitates appropriate solutions.
Customer Service: Conducts oneself in a courteous and professional manner towards both Trial Court employees and the public.
Collaboration: Works with others cooperatively, demonstrating a willingness to be a team player, and contributing to a work environment that focuses on shared departmental goals.
Commitment to Diversity: Promotes an environment of cross-cultural awareness and diversity through understanding, respect, and positive communication with persons of varied racial, ethnic, economic, and cultural backgrounds.
Continuous Learning: Demonstrates a commitment to continuously improving himself or herself through professional development.

Minimum Requirements: These are the minimum requirements necessary to apply for the position of Senior Manager for OLA Operations.
• Bachelor’s degree.
• Certification as a Court Interpreter in MA.
• Seven (7) years of experience in interpreter services, at least three (3) of which should involve supervisory experience.
• Understanding of court processes, organizational dynamics, types of court events, and flow of cases.
• Demonstrated commitment to access to justice and serving LEPs.
• High potential for strong and immediate contributions.
• Has a track record of establishing support, trust, and respect within the OLA community.
• Ability to form effective relationships with judges, clerks, and other court staff.
• Sensitivity to and proactive approach to diversity, equity and inclusion in the workforce. Awareness of cultural differences in the particularly multi-national, multi-ethnicity workforce of interpreters.
• Effective and professional written communication skills.
• Excellent communications, interpersonal, coaching, and conflict-resolution skills as well as tact and diplomacy.
• Ability to work with a high level of detail; ability to prioritize multiple tasks and deal effectively with interruptions; ability to identify and analyze complex issues and to develop appropriate recommendations.
• Aptitude and flexibility to prioritize projects and workload.
• Ability to work both independently and in a team environment.
• Ability to make tough/timely decisions, working closely with the Director of OLA and other members of the leadership team.
• Excellent judgment, high personal/professional integrity and professionalism