Administrator I

State of Maryland • Baltimore City, MD

2d • Hybrid

About The Position

Maryland’s Family and Medical Leave Insurance (FAMLI) program is a social insurance system designed to provide paid time off for medical and family reasons to all workers in Maryland. This program covers approximately 2.6 million workers and 180,000 employers and is delivered as a digitally native, public-facing service. The Training and Quality Assurance (QA) team plays a crucial role in developing, implementing, and continuously improving the training programs and materials for the FAMLI Division. This includes comprehensive training for Customer Care, Employer Services, and Claims and Benefit Payment staff on their job duties, the Division’s technological platform, and the rules and regulations of the FAMLI program, in preparation for the program’s public launch. The team also ensures employees adhere to their training in performing their responsibilities.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Four years of administrative staff or professional work.
• Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
• Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.
• Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.
• Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for-year basis for the required experience.

Nice To Haves

• Three or more years of experience identifying training and performance gaps and developing curricula to address organizational needs.
• Two or more years of experience applying instructional design principles and using authoring tools such as Adobe Captivate, Storyline, or Articulate 360.
• Two or more years of experience working in a contact center environment, with demonstrated knowledge of contact center operations and training needs.
• Experience administering a learning management system, with Cornerstone experience preferred.
• Experience delivering training in a regulatory environment is also preferred.

Responsibilities

• Work with FAMLI leadership and the Training and Education Manager to create, develop, and continuously improve training materials and programs.
• Maintain open communication with FAMLI Services management and team members to ensure that all needs are met.
• Work with Quality Assurance and Services management to monitor and ensure employees are performing their responsibilities according to the training.
• Conduct orientation programs and arranging on-the-job training for new hires.
• Conduct refresher training for seasoned staff members.
• Resolve any specific problems and tailoring training programs as necessary.
• Schedule training classes to meet the needs of the Customer Care, Employer Services, Insurance Plan Compliance, Benefits Payment Management, and Claims Management directorates.
• Conduct surveys and evaluations to measure effectiveness of training programs.
• Analyze the results of surveys and evaluations of training programs, and develop appropriate modifications if needed.
• Research new training methods to improve training effectiveness.
• Reply to customer inquiries during high volume periods.
• Performs other related duties as required.

Benefits

• Flexible hours and hybrid teleworking
• Paid holidays (12-13 per year)
• Generous paid leave package (annual, sick, personal and compensatory leave)
• State Pension ("defined benefit" plan)
• Tax-deferred supplemental retirement savings plans (401(k) and 457)
• Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services
• Flexible Spending Account plans for Health Care and Daycare
• State Employees Credit Union

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED