Training Supervisor

Jefferson County CO•Golden, CO

4d•Hybrid

About The Position

The Training Supervisor leads the Community Assistance Division (CAD) training and employee development program, ensuring staff receive consistent, effective, and practical learning experiences that prepare them to perform their work accurately, timely, and confidently. This position provides leadership and direct supervision to Trainers and temporarily supervision to Eligibility Specialists as they progress through new worker training, live case processing, and post-training support to ensure a seamless learning experience and successful transition to their permanent teams. The team size will vary based on newly filled vacancies but will not exceed the ratios of other CAD teams. The Training Supervisor is responsible for the quality, consistency, and effectiveness of training across CAD. This position establishes training expectations, oversees classroom management, observes and evaluates instruction, monitors trainee progress, and coordinates individual support based on employee performance, identified skill gaps, operational needs, and readiness for increased work. The Training Supervisor also establishes clear expectations for productivity, accuracy, timeliness, professionalism, attendance, and compliance with policies and procedures. In addition to new worker training, the Training Supervisor leads the development and coordination of ongoing learning opportunities for seasoned staff. This includes identifying training needs through quality assurance, performance data, policy and system changes, operational trends, and feedback from employees, supervisors, and leadership. Training is designed and delivered using effective adult learning principles that promote engagement, practical application, knowledge retention, and transfer of learning to daily eligibility work. On a deeper level, the Training Supervisor is a collaborative and strategic leader who understands how training, quality, operations, and employee development work together across CAD. They also foster a positive, supportive, and inclusive environment where employees are encouraged to ask questions, receive meaningful feedback, develop their skills, motivated to learn, and take ownership of their professional growth. Through strong leadership, collaboration, coaching, and accountability, this position will help build a team that can serve the Jefferson County community successfully.

Requirements

A minimum of five (5) years of work-related experience in Eligibility Programs or Human Services Experience.
Bachelor’s degree; Or an equivalent combination of education & experience.

Nice To Haves

Experience with Community Assistance programs and public assistance eligibility processes.
Minimum one year of Colorado Benefits Management System (CBMS) experience.
Two or more years of supervisory, lead, coaching, or staff development experience.
Experience developing, facilitating, and evaluating training programs for adult learners.
Knowledge of adult learning theory and the ability to translate policy, system, and procedural information into practical, engaging learning experiences.
Dynamic presentation skills and the ability to engage and hold the attention of diverse audiences in both virtual and in-person environments.
Experience observing or auditing instruction and providing constructive feedback to Trainers or facilitators.
Experience holding coaching, mentoring, performance, and accountability conversations.
Ability to create an inclusive learning environment that supports psychological safety while maintaining clear performance expectations.
Experience using quality, productivity, performance, or training data to identify trends and recommend improvements.
Project or program management experience and the ability to manage multiple priorities, deadlines, classes, and support needs.
Experience troubleshooting complex systems and processes, including help desk workflows, case issues, reports, or system-related concerns.
Exceptional facilitation, interpersonal, verbal, and written communication skills.
Proficiency with Microsoft 365, including Teams, SharePoint, OneDrive, PowerPoint, Forms, Word, and Excel.
Comfortable working in a hybrid environment and adjusting in-person presence based on training and operational needs.
Direct CBMS and public assistance eligibility experience.

Responsibilities

Model professional, respectful, inclusive, and supportive behavior when working with individuals from diverse ethnic, social, professional, and educational backgrounds.
Provide leadership and direct supervision to Trainers and temporary supervision to Eligibility Specialists while they progress through new worker training, live case processing, and post-training support.
Ensuring clear expectations, consistent coaching, and a successful transition to their teams.
Establish clear performance expectations and hold staff accountable for productivity, accuracy, timeliness, professionalism, attendance, and compliance with policies and procedures through regular monitoring, coaching, feedback, and follow-up.
Create a positive, supportive, and inclusive work environment where employees are encouraged to learn, ask questions, receive meaningful feedback, develop their skills, and take ownership of their professional growth to achieve success.
Provide timely coaching, feedback, training, and professional development based on individual performance, demonstrated skill levels, team needs, and operational priorities.
Identify and address errors, performance concerns, attendance concerns, and compliance issues through timely coaching, corrective action, quality improvement activities, and consistent follow-up.
Oversee classroom management and learning to ensure training is organized, professional, engaging, inclusive, and effective.
Audit, observe, and evaluate classroom instruction to ensure training content, expectations, and learning objectives are delivered accurately, consistently, and effectively across Trainers and training programs.
Providing coaching and feedback to strengthen instructional quality as needed.
Develop and maintain a clear, consistent process for evaluating trainee performance and readiness, and communicate progress, strengths, concerns, and support needs to both trainees and their permanent supervisors.
Access trainee readiness and make recommendations regarding progression through training, live case processing, post-training support, and transition to their permanent team based on their performance, knowledge, accuracy, productivity, and ability to work independently.
Determine, coordinate, and evaluate over-the-shoulder coaching and team support based on employee performance, operational needs, identified skill gaps, and readiness for increasingly independent work.
Identify, coordinate, and develop ongoing training for seasoned staff to maintain and improve accuracy, reinforce skills, address quality and performance trends, and communicate changes related to policy, procedure, program, and systems.
Apply adult learning theory and effective instructional techniques when developing and delivering training, including practical application, scenario-based learning, active participation, feedback, reinforcement, and opportunities to transfer learning to daily work.
Continuous evaluate training and development programs using trainee feedback, quality results, performance outcomes, operational needs, and other data to measure effectiveness and identify opportunities for improvement.
Use operational data to identify trends in training volume, trainee support needs, workload, and staffing demand, and adjust Trainer assignments, schedules, and resources based on workload and operational priorities.
Provide technical and operational support related to case troubleshooting, Colorado Benefits Management System (CBMS) reports, system merges, and other initiatives for Human Services.
Develop, maintain, and update clear, accurate, and user-friendly training guides, desk aids, job aids, reference materials, and other learning resources to support consistent application of policies, procedures, program requirements, and system processes.
Partner with supervisors, managers, Quality Assurance, program experts, and other operational stakeholders to identify training needs, address performance and quality trends, and ensure learning content remains aligned with current policy, system requirements, quality expectations, and CAD operations.
Deliver training, presentations, classroom exercises, and employee development opportunities in both in-person and virtual environments using effective facilitation, communication, and engagement techniques.
Participate in recruitment, interviewing, selection, onboarding, scheduling, performance evaluation, and other supervisory responsibilities for Trainers and staff in the area of responsibility.
Represent the agency and program area on internal and external committees, meetings, workgroups, and other initiatives as assigned.