Policy Implementation and Training Manager

State of North Carolina•1915 Health Services Way Wake, NC

2d•$67,122 - $117,465•Hybrid

About The Position

The Policy Implementation and Training Manager serves as the service owner for county practice related to Food and Nutrition Services (FNS) policy and NC FAST system changes. The role ensures policy is implemented correctly in county offices and in the NC FAST system by coordinating policy implementation, system change planning, user research, testing, training development, and post-implementation evaluation. It ensures county staff have the knowledge, resources, and tools needed to administer the program accurately. The position provides strategic direction and oversight for the statewide FNS training and policy implementation program, directly supervising two Training Leads and three Training Specialists. It coordinates workforce learning needs and training capacity with program leadership and Continuous Quality Improvement Specialists (CQIS), and ensures training materials are accurate, accessible, practical, and aligned with program objectives. The manager partners with policy, county, quality, analytics, and system stakeholders to assess proposed NC FAST changes and their effects on eligibility work and county workflows. The position coordinates user participation in testing, evaluates readiness for releases, and monitors implementation results. It also directs the development and maintenance of curricula, instructional materials, and county worker resources, oversees statewide and regional training, responds to urgent county training needs, and uses performance data and feedback to improve training, policy implementation resources, and system functionality. This position is eligible for hybrid work and requires onsite reporting in Raleigh, North Carolina. It is funded in part through federal funds.

Requirements

Master’s degree in social work, adult education, public administration, or a related human service field from an appropriately accredited institution and two years of experience as a trainer or in training administration, including two years in the type of facility being served; or an equivalent combination of education and experience.
Alternatively, a bachelor’s degree in social work, adult education, public administration, or a related human service field from an appropriately accredited institution and four years of progressively responsible experience as a trainer or in training administration, including two years in the type of facility being served.
Ability to operate office equipment such as a computer, printer, copier, and scanner.
Ability to lift up to 10 pounds.

Nice To Haves

Demonstrated knowledge of adult learning, instructional design, and evaluation in a human services program.
Demonstrated knowledge of how eligibility system changes are defined, tested, and released, including writing test scenarios with expected results and participating in user acceptance testing led by system partners.
Ability to represent how county workers use the eligibility system and identify when a problem requires a system or procedure change rather than training.
Experience directing a training program and supervising professional training staff.
Ability to convert complex policy and error findings into accessible learning and implementation resources.
Experience evaluating whether a change and its training produced correct practice, and revising content accordingly.

Responsibilities

Provide strategic direction and oversight for the statewide FNS training and policy implementation program.
Directly supervise two Training Leads and three Training Specialists, establishing priorities, responsibilities, performance expectations, and work plans.
Coordinate staff assignments and workload for scheduled policy and system changes, recurring performance concerns, and emerging county training needs.
Assess workforce learning needs and training capacity with program leadership and CQIS; promote staff development and ensure training materials are accurate, accessible, practical, and aligned with program objectives.
Partner with the SNAP Policy Manager and other stakeholders to identify, evaluate, and recommend proposed NC FAST system changes.
Evaluate the effects of policy and system changes on case processing, eligibility determination, verifications, notices, worker responsibilities, and county workflows.
Recommend whether identified issues require system corrections, procedural adjustments, policy clarification, or training.
Develop case scenarios and expected outcomes for system testing and validation; coordinate county user participation in testing and communicate defects, concerns, and workarounds to partners.
Evaluate county readiness for system releases, advise leadership on implementation preparedness, and monitor implementation outcomes with CQIS, QA, and QC.
Direct development and maintenance of statewide curricula, learning objectives, instructional materials, and county worker resources.
Partner with HSBIA training staff to develop instructor-led, online, and blended learning opportunities.
Ensure training content reflects approved policy, validated NC FAST functionality, and documented county performance needs, and establish review, approval, version-control, and maintenance processes.
Oversee statewide and regional training initiatives and coordinate training with regional CQI meetings; support CQIS trainers with approved materials and guidance.
Evaluate urgent county training requests and coordinate timely responses with policy and program staff; develop interim guidance and incorporate effective interim resources into formal training.
Evaluate training effectiveness, implementation outcomes, and barriers to county operations using learner performance, case review findings, county feedback, and follow-up data.
Collaborate with QA, QC, CQIS, and data analysis staff to identify trends, recurring errors, and opportunities for improvement.
Recommend improvements to training strategies, implementation resources, and system functionality; monitor progress and communicate accomplishments, needs, and recommendations to leadership.
Promote continuous improvement focused on accuracy, consistency, efficiency, and quality service delivery.