Position summary:

Manages contracts between Hamilton Relay and multiple state customers. Oversees the actions of all parties involved to ensure contract compliance. Responsible for ensuring that each party successfully completes all assigned duties and responsibilities.

Essential functions:

• Responsible for working with the regulatory bodies to resolve state Relay contract issues and serves as the primary point of contact (POC) between the regulatory bodies and Hamilton.
• Manages and enforces the policies and procedures for TRS and Captioned Telephone programs established by the regulatory bodies, contract administrators and as contained in the contracts and RFPs. Policies and procedures include such areas as reporting, outreach, technical, quality of service, training, customer service, and all other aspects of each customer contract.
• Oversees the monitoring and compliance of federal and state requirements related to relay system performance and develops corrective action plans in areas that require improvement.
• Represent Hamilton at regulatory meetings with advisory boards and regulatory bodies.
• Responsible for monitoring quality within the Relay Division (i.e. Operator procedures, consistent language, typing, spelling, etc.) to determine that Hamilton’s internal quality standards and all contract requirements are being met.
• Monitors Outreach Programs for RFP and contract compliance in states served. Responsible for the overall effectiveness of outreach activity and that the needs of the user community are met.
• Assist Hamilton technical personnel in identifying issues and problem resolution. Act as a liaison between Hamilton technical personnel and states served.
• Responsible for identifying potential conflicts or other needs within the Relay Center and reporting those concerns or ideas.
• Participates in marketing and outreach efforts in the states served.

Other responsibilities:

• Ability and willingness to work non-standard hours as needed.
• Maintains strict confidentiality of all relay calls.
• Effectively organizes and prioritizes multiple deadlines and projects.
• Continued professional development through attendance at seminars related directly to job responsibilities.
• Observes outreach coordinators in states served at least once per year in order to assist the Outreach Manager in evaluating the effectiveness of said coordinators.
• Analyze, review, and approve monthly reports for each state served.
• Develop professional networks within regulatory bodies and relay community.
• Manage and develop programs related to areas of expertise.
• Performs similar work related duties as assigned.

Education, experience, and skills:

• Associate or Bachelor’s Degree or comparable work experience along with a minimum of three years related experience.
• Direct work experience with a Telecommunications Relay Service preferred.
• Knowledge of American Sign Language is helpful.
• Deaf and hard of hearing individuals are encouraged to apply.
• Ability to organize and prioritize work and meet deadlines.
• Strong written, analytical and interpersonal skills.
• Possess a valid driver’s license.
• Ability and willingness to travel alone.