On-the-Job Trainer

HopeLink Behavioral Health•Oakton, VA

4d•$48,000 - $54,000•Remote

About The Position

The On-the-Job Trainer supports the development and ongoing competency of Crisis Services staff, volunteers, and interns through supervised practice, individualized training, coaching, and skill reinforcement. The role partners with Training and operational leaders to identify and address learning needs and promote consistent application of crisis intervention best practices, accreditation standards, grant requirements, and HopeLink policies and procedures.

Requirements

High school diploma or GED (Bachelor's preferred).
Experience in telephonic and text crisis management and call center environment preferred but not required.
Effective interpersonal and written communication skills, including the ability to facilitate groups.
Experience in crisis intervention and/or suicide prevention preferred.
Experience training small and large groups in a professional setting on skills and knowledge specific to mental health and/or suicide prevention.
Flexible and resilient in 24/7/365 environment, modeling self-care and continuous growth.
Adaptability and flexibility in response to changing operational, training, and learner needs.
Strong verbal, written, interpersonal, and facilitation skills, with the ability to communicate concepts, observations, and feedback clearly and appropriately.
Professionalism, dependability, confidentiality, and respect in interactions with others.
Collaborative approach to teamwork, including the ability to build trust, give and receive feedback, and partner effectively across roles and departments.
Emotional self-awareness, empathy, and ability to navigate challenging situations and conversations with professionalism and objectivity.
Effective problem-solving skills and ability to identify learning or performance concerns and respond appropriately.
Ability to reinforce quality expectations while adapting coaching and training approaches to individual learning needs.

Responsibilities

Partner with Core Training Facilitators to provide on-the-job training, supervised practice, and individualized skill development for Crisis Services staff, volunteers, and interns.
Provide in-the-moment guidance, coaching, and technical support to personnel handling crisis contacts across phone, chat, and text services, including emergency and high-risk situations.
Observe performance and use adult learning principles to provide timely, constructive, strengths-based feedback to support skill development, sound judgment, confidence, and competency.
Support Core Training and ongoing learning activities through role plays, demonstrations, skills practice, small-group activities, refresher training, and other learning opportunities.
Maintain documentation of trainee progress and communicate strengths, competency development, and identified learning needs to appropriate training and operational partners.
Reinforce practices consistent with crisis intervention and suicide prevention best practices, accreditation standards, grant requirements, and HopeLink policies and procedures.
Collaborate with Training, Coaches, Shift Leads, Workforce Management, and other operational partners to coordinate training activities and identify recurring skill gaps, emerging learning needs, and opportunities for improvement.
Maintain current knowledge of 988 Suicide & Crisis Lifeline Network Resource Center materials applicable crisis services standards, resources, organizational procedures, workflows, and emerging practices and incorporate relevant updates into training support.
Maintain direct-service competency and awareness of current workforce needs through a minimum of 16 hours of crisis service coverage per month.
Participate in relevant training, operational, and cross-functional meetings and perform other duties as assigned.