Provide a customer focused booking service to AIS clients by matching job requests to interpreters; making all
arrangements to get interpreters to jobs; monitoring quality of service and ensuring accurate and prompt entering of all data from new
job request to completion stage in the job management system.
Context Statement: AIS offer Aboriginal language interpreting services to a variety of stakeholder clients, across the NT as well as
SA/WA cross border locations. Booking Officers are expected to operate in a team environment with rostered break requirements, as
well as undertake on-call rostered duties to assist with provision of a 24/7 booking service (call centre). Staff are required to work in a
demanding and dynamic environment that requires a resilient and flexible attitude, an ability to manage shifting and competing
priorities as well as taking into account cultural sensitivities.
Key Duties and Responsibilities:
1. Ensure AIS clients are fully informed of options and types of interpreting services available, and assist to identify languages
spoken based on client origin and community locations.
2. Prioritise and manage own job allocation to ensure urgent and high level requests are actioned within expected timeframes.
3. Liaise directly with clients to manage/clarify expectations, deadlines, and keep them informed of progress or difficulties in
sourcing an interpreter.
4. Identify and match job requests to most appropriately qualified interpreters, giving consideration to cultural protocols.
5. Liaise directly with interpreters regarding job logistics and subject content to determine their availability and suitability for specific
6. Ensure all job outcomes are followed up and actioned accordingly for interpreters to be paid and clients to be invoiced within
7. Act professionally at all times, demonstrate cultural awareness and operate within agreed policies and procedures.
1. Demonstrated experience working in a culturally appropriate manner including an ability to deal with sensitive issues with
empathy, tact, discretion and confidentiality, whilst retaining professional objectivity.
2. Highly developed interpersonal and communication skills, including oral and written, with the ability to negotiate and interact
effectively with external clients and peers.
3. Demonstrated high level of administrative experience with an ability to manage competing priorities in tight timeframes while
maintaining accuracy and consistently high levels of customer service.
4. Demonstrated ability to think strategically and focus on completing tasks to ensure unit objectives are achieved without flow on
effects to other staff or the business overall.
5. Working knowledge of and experience in the use of information technology systems; including email, word, databases, travel
booking and records management systems.
1. Knowledge of Aboriginal languages, geographic locations of towns and communities within the Northern Territory as well as some
awareness of the complexities of Aboriginal cultural, social and economic issues and how they may impact on client service