Cultural Mediator Supervisor

Ensure the provision of quality cultural mediation and interpreting services in the project by supervising a team of cultural mediators according to MSF values, standards and procedures in order to foster the removal of linguistic and cultural barriers and improve the access to health care and their supplementary socio/legal services. 

Accountabilities:
To lead and manage a team of 15 Intercultural Mediators by coordinating the day-to-day implementation of assigned Cultural Mediation activities at project level.

• Ensure that the MSF procedures and protocols are followed by the Cultural Mediators to guarantee the operational quality of the project
• In close collaboration with the Project Coordinator, Project Medical Referent and HP & ICM Manager, identify indicators in order to monitor CM support activities, results, and achievements

Ensure proper collaboration, communication and information sharing between the Cultural Mediators and the different activities/departments.

Supervision/general:

• Supervise the Cultural Mediators in terms of planning and organizing; task distribution, meeting facilitation, data collection and reporting. 
• On request, participate in the annual activity planning process and strategic development of the department, supervisors and managers meetings when demanded. 
• Perform Cultural Mediation activities when required and/or language skills match the needs. 
• To ensure Cultural Mediators are fully utilising EMR system.

Supervision/Technical Performance of Team Members:

• Assist team members to manage dynamics in the trialogue communication between mediator, patient and care provider; prevent and manage possible misunderstandings, communicative blocks and tension; interpreting of Psychological First Aid, medical topics/glossary, legal orientation; collecting of testimonies; providing emotional support.
• Implement training for all Cultural Mediators in collaboration with the relevant referent/activity managers to ensure all the team members have received the same background training.
• Timely adaptation and creation of Standard of Performance (SOPs) and supervision tools to enhance technical performance and to ensure consistency in style and format.
• Shadow clinical sessions regularly in order to mentor and provide feedback to Cultural Mediators; and implement monitoring and evaluation tools of the department more generally. 
• Actively support the Cultural Mediation Department to deliver context analysis, cultural briefings and informative presentations to the clinical departments and Maadi Project employees; finalising documents on behalf of the department.

Human Resources:

• Plan and supervise the HR processes (recruitment, performance evaluation, tasks definition and internal and external communication) of the staff under your responsibility in order to guarantee well- inducted team members in order to meet the specific language demand for the project’s operation. 
• Ensure HR Departmental responsibilities are completed. Cultural Mediator daily workers are paid in a timely manner; timesheets completed comprehensively, and over-time issued is according to HR policy. 

Functional/Interdepartmental:

• Follow up the Electrical Medical Recording (EMR), patient flow and demographic data to review and monitor interpretation/linguistical need. 
• To liaise with clinical supervisors and clinicians to identify areas for cultural briefing/training in addition. 
• Ensure that new clinical staff is introduced to Cultural Mediation and working with interpreters.
• Actively seek collaboration with supervisors from other departments to ensure efficient working models with regards to patient booking and the timely use of Cultural Mediators and organisation of their schedules.