Position summary: The main role of this position is being a Captioning Assistant. Captioning Assistants are responsible for providing quick and accurate captions for telephone conversations of Captioned Telephone clients using voice recognition applications. However, this role will also perform a variety of other tasks including, but not limited to, being the primary back up to assist with training activities and providing coaching/monitoring assistance during the transition weeks, when needed.

Essential functions:

• Perform as a CA in good standing—adhering to the captioning center policies and procedures. Acting as a role model for all CAs.
• Assist the Trainers/TAs in training classes for new CAs when needed.
• Interact one on one with CAs who need coaching on call handling skills to improve their overall captioning abilities.
• Communicate and work closely with floor and training staff to ensure quality compliance with captioning.
• Assist Trainer with development of various training programs for new CAs.
• Assist with testing of new technology or version changes implemented in the Relay Center.
• Assist Supervisors with CA monitoring and testing to ensure quality standards are being met.
• Provide assistance regarding technical issues on calls and report issues to appropriate staff members.
• Provide suggestions for CapTel Call Center policy and procedure changes as needed.
• Perform CA duties when not needed in training.
• Maintain a positive work environment by providing daily support and assistance.
• Attend job-appropriate meetings and training sessions.

Other responsibilities:

• Sign and abide by Hamilton Relay Service Confidentiality Agreement, even after employment has ended.
• Perform other work related duties as assigned.
• Regular attendance that is punctual and dependable is required.

Preferred education, experience, and skills:

• High School Diploma or equivalent.
• Good keyboarding skills and able to type at a minimum rate of 35 WPM with a low error rate.
• Aptitude to perform the Captioning Assistant position successfully, documented by monitor and timing results.
• Thorough understanding of proper call handling and call floor policies and procedures.
• Ability to employ a variety of coaching methods to meet diverse individual learning needs.
• Strong people skills – ability to both listen and communicate effectively, both in a group and one-on-one.
• Excellent presentation skills.
• Calm/relaxed demeanor.
• Strong organizational skills.
• Comfortable and familiar with computers and new technology.
• Positive work attitude.
• Ability to work as a team with minimal supervision.
• Work a variety of shifts that may include evenings, nights, weekends and holidays.