Multicultural Customer Experience Coordinator

JOB SUMMARY

The Multicultural Customer Experience Coordinator (MCEC) position is located in the Customer Experience Department, which sits within the Executive Office of the District of Columbia Public Library (DCPL), reporting to the Director of Customer Experience. The Department of Customer Experience is responsible for understanding what DCPL customers want and need and determining how to best deliver it to them. The Department designs experiences collaboratively with customers and staff; captures feedback and resolves concerns; measures satisfaction and makes adjustments; and trains staff on customer service and delivering experiences.

The Multicultural Customer Experience Coordinator (MCEC) position is located in the Customer Experience Department, which sits within the Executive Office of the District of Columbia Public Library (DCPL), reporting to the Director of Customer Experience. The Department of Customer Experience is responsible for understanding what DCPL customers want and need and determining how to best deliver it to them. The Department designs experiences collaboratively with customers and staff; captures feedback and resolves concerns; measures satisfaction and makes adjustments; and trains staff on customer service and delivering experiences.

The MCEC is responsible for ensuring that DCPL meets its Language Access requirements and guiding the agency in fostering an inclusive and culturally sensitive environment by actively engaging with multicultural communities. The incumbent ensures compliance with the Language Access Act of 2004, which requires DCPL to provide free interpretation, translated materials, and services for Limited or Non-English Proficient residents. The MCEC also assists with leading outreach efforts that connect DCPL with the many cultural and linguistic groups it serves and ensures that DCPL remains accessible, welcoming, and responsive to all customers from various cultural contexts. The MCEC will also support the Director of Customer Experience and the Customer Experience Manager in monitoring and measuring the quality of the customer experience across DCPL. The Multicultural Customer Experience Coordinator (MCEC) position is located in the Customer Experience Department, which sits within the Executive Office of the District of Columbia Public Library (DCPL), reporting to the Director of Customer Experience. The Department of Customer Experience is responsible for understanding what DCPL customers want and need and determining how to best deliver it to them. The Department designs experiences collaboratively with customers and staff; captures feedback and resolves concerns; measures satisfaction and makes adjustments; and trains staff on customer service and delivering experiences.

The Multicultural Customer Experience Coordinator (MCEC) position is located in the Customer Experience Department, which sits within the Executive Office of the District of Columbia Public Library (DCPL), reporting to the Director of Customer Experience. The Department of Customer Experience is responsible for understanding what DCPL customers want and need and determining how to best deliver it to them. The Department designs experiences collaboratively with customers and staff; captures feedback and resolves concerns; measures satisfaction and makes adjustments; and trains staff on customer service and delivering experiences.

The MCEC is responsible for ensuring that DCPL meets its Language Access requirements and guiding the agency in fostering an inclusive and culturally sensitive environment by actively engaging with multicultural communities. The incumbent ensures compliance with the Language Access Act of 2004, which requires DCPL to provide free interpretation, translated materials, and services for Limited or Non-English Proficient residents. The MCEC also assists with leading outreach efforts that connect DCPL with the many cultural and linguistic groups it serves and ensures that DCPL remains accessible, welcoming, and responsive to all customers from various cultural contexts. The MCEC will also support the Director of Customer Experience and the Customer Experience Manager in monitoring and measuring the quality of the customer experience across DCPL.

MAJOR DUTIES AND RESPONSIBILITIES

• Coordinate and oversee the implementation of DCPL’s Language Access Program.
• Provide subject matter expertise on the agency’s compliance with the Language Access Act.
• Provide central coordination and technical assistance to the agency in its implementation of the provisions of the Language Access Act.
• Report on the progress of DCPL’s Biennial Language Access Plan (BLAP), showing the agency’s progress towards achieving its language access plan objectives, at the end of each official quarter of the fiscal year, or as otherwise required by the agency.
• Provide central coordination and oversight of the agency’s Bilingual Staff Certification program.
• Receive reports of alleged violations of the Language Access Act from individuals, consultative agencies, or other organizations, and report them to the Director of Customer Experience as they are received.
• Ensure DCPL is in compliance with the Language Access Act, including the placement of appropriate signage informing customers of the availability of translation services through the official Language Access Line.
• Develop and submit quarterly and annual reports.
• Develop DCPL’s Language Access plan.
• Serve as DCPL’s liaison with the Mayor’s Office on Language Access Services and the Mayor’s constituent services offices, including the Mayor’s Offices on Latino Affairs, African Affairs, Asian Affairs, and Caribbean Affairs.
• Conduct language access and cultural sensitivity training, including training on communication skills and customer service techniques for interactions with customers of various cultural backgrounds.
• Ensure that the cultural nuances of DCPL’s diverse multicultural community are taken into consideration in the agency’s customer experience strategies, customer education campaigns, community engagement, and other public-facing initiatives.
• Collaborate with DCPL’s Communications Team to ensure DCPL’s communications materials and campaigns, including print, electronic, social media and websites, resonate with a culturally diverse audience.
• Create and maintain a process for ongoing engagement with stakeholders in the District’s Multicultural Community.
• Convene and lead DCPL’s Multicultural Advisory Committee – a team of internal and external stakeholders who will guide and support outreach to the agency’s multicultural customer base, including Diaspora organizations and Embassies.
• Advise DCPL’s Events and Exhibits, Public Services, Adult Learning, and other departments throughout the agency, in the design of programs, exhibits, and events that reflect the District’s cultural diversity.
• Support the Director of Customer Experience in customer journey mapping, monitoring, and measuring the quality of the agency’s customer service delivery, customer data collection, identifying trends and patterns in customer feedback, evaluating customer-facing processes throughout the agency, and making recommendations for process improvements.
• Collaborate with the Communications and Collections Departments to design collection display standards and develop a collection display calendar.
• Performs other related duties as assigned.

MINIMUM QUALIFICATION REQUIREMENTS

• Bachelor's degree in Business Administration from an accredited college and/or university
• 1-2 years of experience in Customer Service or Customer Experience Role in a public sector/government environment
• 1-2 years of experience in developing customer education campaigns
• 1-2 years of experience in conducting language access, cultural sensitivity, and customer service training
• Comprehensive knowledge of Language Access Compliance and/or working with culturally diverse community stakeholders throughout the District.
• Excellent skills in verbal, written, and interpersonal communications, including the ability to persuade, motivate, and make public presentations; to work in a dynamic, people-centered role, such as customer service, community engagement, or public relations.
• Bilingual: Fluent in Spanish
• Comprehensive knowledge of adult learning techniques and methods in order to implement needs assessments, to conduct training, and to conduct follow-up to determine the transfer of training.
• Demonstrated ability to work successfully in complex, fast-paced environments.
• Ability to exercise sound judgement in problem-solving, without close supervision.
• Perform relevant work at the next lower grade level of CS 12 for a minimum of a year, incumbent cannot currently be serving a probationary period - Applicable to district government employees only

Preferred

• Bachelor's Degree in Communications Studies or Journalism
• Advanced Spanish language proficiency or Native Spanish Speaker
• 3 -5 years of experience in multicultural customer engagement
• 3 -5 years of experience in a Customer Service or Customer Experience Role in a public sector/government environment in the DC Metro-area
• 3 -5 years of experience in developing and implementing customer education campaigns for multicultural communities in the DC Metro-area
• 3 -5 years of experience in conducting language access, cultural sensitivity, and customer service training in the DC-Metro area

LICENSES AND CERTIFICATIONS

The candidate must successfully pass the Language Proficiency Test (LPT) with a score of at least 3+ or “High Intermediate +” on the standard 1-5 scale within the first 180 days of their effective date of hire and remain certified during the duration of the appointment.

WORKING CONDITIONS/ENVIRONMENT

The work is, generally, sedentary in nature; however, there may be local travel (within the District) to meetings, events, and activities, as well as walking, standing, and bending.

DISTRICT REFERENCE CHECK

All applicants who are current or former District of Columbia Government employees will be subject to a background examination prior to the issuance of a conditional offer of employment. This review will include coordination with District agencies where the applicant is currently or was previously employed. The purpose of this examination is to verify the applicant’s employment standing and determine eligibility for rehire, reassignment, or promotion within the district government. Applicants found not to be in good standing may be deemed ineligible for further consideration.

By applying to this vacancy announcement, you hereby authorize the District of Columbia Public Library to conduct a background examination and reference check, including coordination with any District agencies where you are currently or was previously employed, to verify your employment standing and assess your eligibility for continued employment consideration.

GENERAL SUITABILITY SCREENING

This position is subject to general suitability screening; verification of employment history, reference checks and degree/license, as applicable. The appointee to the position may be offered employment contingent upon receipt of a satisfactory general suitability screening.

ENHANCED SUITABILITY SCREENING

The position for which the individual is applying has been identified and designated as requiring enhanced suitability screening; If tentatively selected for the position, a criminal background check, traffic record check, consumer credit check, and mandatory drug and alcohol test will be conducted (as appropriate); and the appointee to the position may be offered employment contingent upon receipt of a satisfactory enhanced suitability screening.

OTHER SIGNIFICANT FACTORS

Type of Appointment: Career Service Full-Time Appointment

Tour of Duty/Schedule: This position primarily works during standard business hours with flexibility to perform duties during evenings and weekends to support operational needs.

Collective Bargaining Unit: This position is covered under a collective bargaining agreement.

Promotion Potential – None

Appointed Salary - The selected incumbent will be appointed at the appropriate salary rate of CS 13 based on the DPM's guidelines.

Budgeted Salary - This position is budgeted for a minimum salary of $106,763 to a maximum salary of $120,451.

IMPORTANT NOTE: We appreciate every applicant’s interest. However, only those who meet the qualifications and are considered by the hiring committee or interview panel will be contacted for the next steps in the recruitment process. Meeting the qualifications and/or passing the screening does not warrant an interview automatically.

RESIDIENCY REQUIREMENT

A person applying for a position in the Career Service, Educational Service, Management Supervisory Service, an attorney position in the Legal Service (series 905) other than the Senior Executive Attorney Service (SEAS), or an attorney position in the Excepted Service (series 950) who is a bona fide District resident AT THE TIME OF APPLICATION for the position, may be awarded a 10-point residency preference over non-District applicants, unless the person declines the preference points. If selected, the person shall be required to present no less than 8 proofs of bona fide District residency and maintain such residency for 7 consecutive years from the effective date of the appointment. Failure to maintain bona fide District residency for the 7-year period will result in forfeiture of employment.

EMPLOYMENT BENEFITS

Selectee will be eligible for health and life insurance, annual (vacation) and sick leave, and will be covered under the District of Columbia government's retirement plan. However, if the selectee was previously employed in the District of Columbia government under an appointment for which he/she was eligible for Civil Service Retirement (CSR), contributions to CSR will resume upon re-employment.

EQUAL EMPLOYMENT OPPORTUNITY

The District of Columbia Government is an Equal Opportunity Employer: all qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, or disability. Sexual harassment is a form of sex discrimination, which is also prohibited. In addition, harassment based on any of the above-protected categories is prohibited.