What are the responsibilities and job description for the Training Specialist (Contact Center) position at Vibrant Emotional Health?
Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high-quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.
*** Interested candidates, please apply at this website - https://www.vibrant.org/get-involved/work-for-us/
*** Interested candidates, please apply at this website - https://www.vibrant.org/get-involved/work-for-us/
Position Objective:
The Training Specialist is responsible for assisting with the development and delivery of cutting edge new hire and ongoing training for the H2H Contact Center, including content development, curriculum design, program coordination, LMS system administration for eLearning initiatives, pre-and post-tests, and ongoing evaluations. Develop and deliver external training as necessary and assist with Quality Improvement measures across all programs.
Department: Here to Help Connect - H2H Contact Center.
Reports to: Senior Manager, Training & Quality Improvement.
Schedule: Evening and overnight hours.
Major Duties and Responsibilities:
- Assist with designing, developing, and implementing training for counselors, as well as external representation as necessary.
- Collaborate with internal and external subject matter experts in training development and delivery.
- Assist with development of training materials.
- Provide technical support and guidance to agency staff who are invited to present internally and externally.
- Maintain training records for all staff, including managing and maintaining e-learning system accounts.
- Maintain a database of all internal and external training and presentations.
- Collaborate with internal and external partners to ensure smooth coordination of training times and spaces.
- Provide ad-hoc procedural supervision, particularly during new program and staff onboarding phases.
- Assist with role-playing and live monitoring.
- Assist with analyzing pretest, post-test and evaluation data.
- Conduct call monitoring for quality improvement, utilizing evidence-based quality improvement measures across the division.
- Assist with quality improvement by assessing counselors within and across all services of operation.
Required Skills:
- At least two years of experience with curriculum and training development, including needs assessment and/or instructional design, preferred.
- Efficiency with information-gathering.
- Knowledge of and familiarity with core principles of adult learning theory.
- Skill and ability to create and facilitate face-to-face and virtual training.
- Knowledge of mental health resources in the New York metropolitan area.
- Courteous, empathic, and professional manner.
- Experience leading psychotherapy and/or training groups.
- Strong communication skills to convey information clearly, accurately, and completely.
- Demonstrated capability in project management.
- Efficiency with time-management and multi-tasking.
- Ability to work efficiently in a team.
- Ability to appropriately provide open and honest feedback.
- Skilled in PowerPoint, Visio, and Adobe Connect software applications as well as online project management tools.
Qualifications:
- The candidate should have a Bachelor’s or Master’s degree in Education, Psychology, Social Work, Mental Health, Substance Abuse, or related field of study.
- Additional experience with curriculum development and training delivery strongly preferred.
- Experience with crisis intervention, and contact center experience preferred.
- Applicants must be able to work independently.
- Fluency in Spanish and/or Cantonese/Mandarin is a strong plus.
*Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks’ vacation, plum benefits, etc.
Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.
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