The Specialist, Trainer will be responsible for managing overall service training for new Technical Assistants and Care Consultants at the Contact Center and coordinating ongoing bi-weekly trainings for all staff, in addition to the Chapter network as it relates to the care mission of the organization.
Essential Job Functions
Deliver training to staff.
Maintain and revise existing service process and procedure training for the Contact Center personnel.
Maintain Contact Center Policies and Procedures.
Develop new curriculum as needed and investigate and recommend training tools for staff and chapters as well as monitoring the progress of training, in conjunction with Associate Directors, using established QA criteria.
Other duties as assigned.
Master's degree in social work, psychology, or counseling required. Licensure (LSW, LCSW, RN, LPN, and LCPC) preferred.
3-5 years' experience in a healthcare setting, preferably in geriatrics or mental health with expertise in dementia.
2-3 years' experience in educating and training personnel, and train-the-trainer delivery. Hand-on experience in working with professional health care audiences.
Experience with educational assessment and curriculum development. Previous call center experience is highly desirable.
Working knowledge of personal computers.
Professional experience conducting health screenings/evaluations, diagnostic intakes and/or crisis intervention counseling.