Training Specialist

United Way of Southwestern Pennsylvania is seeking a Training Specialist for PA 211 Southwest, Southeast, and Northwest. 211 is a nationally recognized, easy to remember phone number. 211 provides an efficient connection between people seeking assistance with available local human service resources.

Reporting to the Training Manager, the Training Specialist will operate at the PA 211 Southwest call center to help create and present training materials to new hires in person. This specialist will monitor and share coaching observations with supervisors to shape further necessary training.  

Essential Functions

• Deliver in-person new hire and refresher training classes, either led by the Training Manager or independently.
• Oversee new hires in hands-on in-person training with live callers before they are approved for fully independent work.  
• Working within the organization’s Learning Management System (LMS), assist the Training Manager in updating existing 211 Resource Navigator training materials and designing new training materials as new projects arise.
• Coordinate with the Training Manager and all necessary subject matter experts to design, develop, implement, and update training for 211 administrative and supervisory staff
• Work with the state-wide PA 211 training team to establish process and training consistency between 211 Southwest all other regional contact centers in Pennsylvania
• Ensure process compliance with agency partners by collaborating with the 211 Operations team to develop and distribute special project training
• Assess contact center interactions, conduct one-on-one coaching with Resource Navigators, and document necessary further re-training.
• Master all lines of business and actively answer ongoing Resource Navigator questions and requests for process clarification
• Work with the Quality Assurance Manager in monitoring contact center interactions (calls, texts, chats, referrals, and follow-ups) to check for adherence to established protocols, provide ongoing coaching to Resource Navigators, and share coaching observations with supervisors to shape further necessary training.
• Attend local outreach events and presenting to organizations to increase 211's visibility in the communities we serve.

Additional Functions

• Participate in rotating on-call responsibilities (1 week approx. every 8 weeks) including evenings, weekends, and holidays.
• Take calls while not conducting training (approx. 5 daily); operate phone lines during disasters or if the contact center is short staffed.
• Additional projects or duties as assigned.

Education and Experience

• Required
  • High school diploma or GED equivalent with 1 year of related training experience.
• Preferred
  • Associate or bachelor's degree in related field or 2-3 years of related training experience.

Annual Salary

• Pay Grade - 102
• Salary Range - $40,685-$46,762

Knowledge, Skills, and Abilities

• Required
  • Basic knowledge of social service delivery system in Western Pennsylvania.
  • Professional experience delivering live training sessions, including in-person and virtual settings
  • Strong Affinity for practical experience in providing information via technology. 
  • Strong organizational and problem-solving skills with thorough attention to detail.
  • A team player capable and willing to support all aspects and jobs required for successful implementation of the service.
  • Tech savvy with proficiency in Microsoft Office products (PowerPoint, Word, Excel, etc.)
• Preferred
  • Experience creating learning materials such as training videos, manuals, slide decks and infographics. 
  • Experience analyzing and creating professional data reports.

Certifications/Licenses

• Required
  • Inform USA Certification for Community Resource Specialist and/or Certification for Database Curator, or willingness to acquire certification when eligible.

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

• Potential travel outside the region via ground transportation