Job Summary:
.Reporting to the Director, Provincial Language Service (PLS), the Manager, PLS Programs is responsible for the operation, quality, and expansion of services and projects of the Provincial Language Service. The Manager works collaboratively to develop and implement strategies and approaches to ensure the sustainability, quality and operations of professional language services. The Manager also develops and oversees the implementation of funded or pilot projects that support PLS activities for BC’s Health Authorities.

The Manager researches, identifies and applies best practices in language services from other leaders in the industry. The Manager contributes to the overall growth, development and implementation of PLS policies, procedures and services to ensure access to services for multilingual and multicultural constituents, and reduce costs to the health system.

Duties/Accountabilities:

• Manages the day-to-day operation of PLS services by ensuring adequate staffing is in place, addressing any emerging issues, overseeing the timely delivery of quality services, and planning for and managing resources to meet current and future work volumes.
• Collects, analyzes, and interprets performance indicator statistics and recommends and implements appropriate strategies to ensure effective resource utilization and optimal business performance.
• Develops tools and processes to evaluate the quality of policies and procedures for PLS programs and services, prepares and analyzes performance reports, and recommends and implements strategies for improving the quality and delivery of services to conform with best practice guidelines for the Language Service’s industry in partnership with the PLS leadership team and/or staff.
• Develops policies and procedures for processing language service requests, and ensures that language services meet best practice guidelines in partnership with the PLS leadership team. Identifies gaps in service, develops new processes/protocols and implements and communicates changes throughout PLS.
• Investigates, recommends and implements improvements related to service offerings, service delivery, pricing and emerging opportunities in the language services sector.
• Supervises designated staff by performing a variety of duties such as interviewing and making selection decisions, conducting performance reviews and addressing performance issues through intervention or coaching as required. Investigates staff issues and, where necessary, initiates disciplinary action. Identifies development and training opportunities for staff and conducts related training and orientation requirements for department staff.
• Develops and maintains collaborative and service relationships with representatives from other health authorities, community service partners, interpreters, translators, bilingual health professionals, PLS customers and vendors. The Manager relies on strong interpersonal and customer relationship management skills to promote the services of the PLS, to negotiate service agreements for projects, and to communicate key information to project stakeholders.
• Assists with the development of the budget for the PLS. Monitors expenditures in relation to the budget and/or special projects and reports on variances.
• Participates in the development, implementation and evaluation of the strategic direction and plans for the PLS.

Qualifications:
A level of education, training and experience equivalent to a Bachelor’s degree in a related discipline such as Social Sciences, Communications or Business and five (5) years recent related experience including two years at a supervisory level, preferably in the area of business, language services, health care, communication, diversity or cultural competence. Strong written and verbal communication skills are required, as well as the ability to balance perspectives and negotiate clear understanding. Ability to develop positive relationships with potential partners and customers. Demonstrated ability to synthesize research information and consult to others. Experience working with networks, coalitions, multi-partner projects and ability to work with multiple stakeholders in a consultative capacity. Knowledge of issues relevant to healthcare in Canada and an understanding of roles of various stakeholders in healthcare and language services industries field are assets for this position.

Ability to work independently. Ability to supervise. Demonstrated ability to use related equipment including word processing, project management, database, spreadsheet, and presentation software at an advanced level. Demonstrated flexibility to meet and adapt to changes in organizational priorities. Demonstrated organizational skills and ability to prioritize workload and work under time pressures to meet deadlines. Ability to develop and implement evaluation processes. Commitment to access and equity and a demonstrated understanding of the nature of systemic barriers to access in healthcare. Physical ability to perform the functions of the job.