211 Training Manager

211 is an easy-to-remember number that helps people assess their needs and link them directly to resources and information that could change their circumstances for the better. Whether a person is seeking essential services or looking for volunteer activities in his or her community, 211 is there 24 hours a day, seven days per week to help. United Way of Southwestern Pennsylvania provides critical information and referral services via multiple mediums including phone, text, chat and web for 30 counties within Southwestern, Southeastern and Northwestern Pennsylvania and 10 counties within Southern Kentucky for afterhours. 

The 211 Training Manager is responsible for the Contact Center Staff Training Program, which encompasses the overall training experience of all call center employees. This will include onboarding and orientation training for all new Resource Navigators and ongoing training for existing staff members.

Essential Functions

• Manage the Contact Center Training Program including curriculum development, training schedule creation, and training provision for approximately 40 Resource Navigators.
• Administer PA211 Southwest’s Learning Management System (LMS) to support self-paced, on-demand online training for staff.
• Author and update customized comprehensive learning courses and related training materials for new hires, new projects, and microlearning. Manage training for 18 special projects with diverse workflows.
• Conduct onboarding and orientation training to new hires in the southwest region for 4-6 weeks in person. Conduct onboarding and orientation training virtually for new hires living in the southeast and northwest areas.
• Monitor and evaluate training program’s effectiveness.
• Participate with the Quality Assurance Manager in call calibrations and coaching sessions to ensure 211 is adhering to quality standards and identify additional training needs.
• Develop training content rapidly and effectively during times of crisis and disaster.
• Maintain the Contact Center’s Inform USA Accreditation status including
  • Exam preparation, exam entry, and biennial recertification of individual staff members’ Inform USA Certification.
  • Write and upkeep relevant training procedural documentation.
•  Participate in contact center on-call rotation of evening/weekend/holiday on-call duties
• Attend local outreach events and act as a representative of PA 211 Southwest as needed.

Additional Functions

• Support cross-functional United Way teams with research, information updates, and technical assistance to ensure quality of service to callers. Engage in creative problem solving to address more complex and challenging cases and project needs.
• Collaborate with the Resource and Data Manager to create a training curriculum in the LMS for Database Coordinators.
• Master PA 211 Southwest software (VCC System, client records management system, text and chat interfaces, etc.) to assist the team in using these systems to their full capacity.
• This position may require working outside of normal business hours due to the contact centers 24/7 operations.
• Additional duties as assigned. 

People Management Responsibilities

• Supervisory role to all Resource Navigators during Training and Quality Coaching events.

Financial/Budgetary Responsibilities

• N/A

Education and Experience

• Required
  • Associate’s degree in education or human services related field.
  • Three or more years of contact center experience and/or training background.
• Preferred
  • Bachelor’s degree in education, human resources, human services or related field.

Annual Salary

• Pay Grade 105
• Salary Range $50,573 - $55,000
   

Knowledge, Skills, and Abilities

• Required
  • Strong case management or information & referral experience in a human services field.
  • Strong knowledge of social service delivery systems in Pennsylvania.
  • Strong affinity for and practical experience in providing information via technology.
  • Excellent communication skills and a compelling speaker.
  • Strong understanding of adult learning principles.
  • Previous instructional design experience.
  • Tech savvy and motivated to learn and incorporate new technologies to innovate service delivery and operational systems.
  • Ability to manage priorities and meet deadlines in a fast-paced environment.
  • Passion for improving access to information.
  • Team player capable and willing to support all aspects and jobs required for successful implementation of the service.
• Preferred
  • Understanding of and previous experience with learning management systems as a tool to host trainings.

Certifications/Licenses

•  Required
  • Inform USA certification preferred or willingness to sit for the exam.

Physical Demands

• Light Exerting up to 20 lbs. of force occasionally and/or up to 10 lbs. force frequently and/or a negligible amount of force constantly. Even when weight lifted is negligible, a job is rated light when: 1) it involves walking or standing to a significant degree; 2) it requires sitting most of the time but involves pushing and/or pulling of arm or leg controls; 3) it involves working at a production rate that requires constant pushing or pulling of materials.

Travel Requirements

• Occasional travel within the region via ground transportation.
• Potential travel outside the region via ground transportation.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change; new ones may be assigned at any time with or without notice.