Senior IS Learning Designer and Facilitator - Information Services

Bay Cove Human Services, Inc.•Boston, MA

2d•Onsite

About The Position

Bay Cove Human Services’ mission is to partner with people to overcome challenges and realize personal potential. Bay Cove pursues this mission by providing individualized and compassionate services to people facing the challenges associated with developmental disabilities, mental illness, substance use disorders, and homelessness at more than 175 program sites throughout Greater Boston and Southeastern Massachusetts. The Senior Learning Designer and Facilitator leads the design, development, and delivery of high-impact learning solutions across the organization. This role supports strategic initiatives, collaborates with stakeholders, and ensures continuous improvement in training and development. The Senior Learning Designer and Facilitator mentors training staff across Bay Cove including: identified computer skills coaches within programs, training-related positions outside of the Information Services department, and any future members of the IS Training Team, aligning instructional content with operational needs. Bay Cove uses multiple Electronic Health and Medication Record systems and other applications including BayCove.org (BayNet including BayCIS), eHana, ResMan, Smart, Google Suite, DocuSign, Doxy, Relias and additional systems emerging and/or supported by the Information Services department. The Senior Learning Designer and Facilitator will support applications training needs for ongoing operations and play a key role in learning strategy and facilitation planning.. This role liaises with the Help Desk team, Data Services team, and Project Management team to evaluate and address learning needs. This position acts as backup for the Technical Support Specialist as needed. This role provides training services that will improve employee satisfaction and decrease staff turnover. This is an exempt position.

Requirements

Experience with public speaking in-person and virtually
Excellent technical writing, process documentation, and other instructional design skills
Clear understanding of adult learning principles and training best practices
Experience with large-scale adult learning
Experience in training plan development
Experience with designing tools like: Canva, Camtasia, Audiate, and Articulate 360
Experience with Google’s G Suite and Windows 10/11
Experience in learning needs assessment
Proficiency with learning new technologies
Ability to troubleshoot application-specific issues
eHana user, training, or administration experience
Experience in Relias, Confluence, or Jira
Worked in other Human Services or Health care industries
Strong verbal and written communication skills
Ability to work independently and collaboratively
Strong strategic thinking and problem-solving skills
Ability to manage multiple priorities and communicate clearly
Dedication to client and staff service
Proven track record in fast-paced work environments
Ability to quickly learn and adapt to new software and hardware
Professional demeanor and capacity
Sensitivity to cultural, religious, racial, disability, and gender issues
Must have a valid drivers license and access to a vehicle for travel to training sites

Responsibilities

Design curriculum and develop training materials for Information Services initiatives
Implement multi-modal learning solutions
Create and publish short-form instructional videos (under 30 minutes)
Create step-by-step job aids and “How-To” articles
Update existing content based on application changes
Support LMS content uploads and organization
Conduct solo and co-trained live sessions (in-person and virtual)
Provide as-needed 1:1 learning support to staff
Provide technical support during sessions and assist learners directly
Respond to day-to-day training inquiries from learners
Gather and report training outcomes and effectiveness
Track individual training completions
Document detailed training procedures and maintain session records
Provide input on training needs from user perspective
Stay current with application updates and industry best practices
Manage and update Service Desk tickets related to training progress
Travel to Bay Cove program sites for hands-on training and support
Act as backup for Technical Support Specialists as needed.
Perform other related duties as required