Training Technician II - West

Commonwealth of Massachusetts • Springfield, MA

1d • Onsite

About The Position

Incumbents in this position conduct training programs, perform on-site visits to determine if post-training knowledge transfer is successful and consult with on-site supervisory staff and the Training Manager to recommend additional learning solutions, as necessary; and perform related work as required. The basic purpose of this work is to conduct training and support post-training knowledge transfer for state agencies.

Requirements

• Knowledge of the basic theories and principles of learning and motivation as applied to employee training.
• Knowledge of training methods & techniques such as On-the-Job-Training (OJT), classroom lecture, workshops, role playing, demonstration, simulation, & games.
• Knowledge of needs assessment and training evaluation techniques.
• Ability to plan/conduct training or instruction.
• Ability to write concisely and clearly.
• Ability to make effective oral presentations; Ability to prepare and use charts, graphs and tables.
• Knowledge of the principles and practices of curriculum development.
• Ability to understand and apply the laws, rules, regulations, policies, procedures, specifications, standards, & guidelines governing assigned unit activities.
• Ability to gather information by examining records and documents and through questioning individuals.
• Ability to analyze training program design and content and make appropriate recommendations regarding applicability.
• Ability to work independently and in a team setting.
• Ability to supervise, including planning and assigning work, monitoring work through periodic reviews and/or evaluations; determining a team member’s training needs and providing or arranging.
• Skill in operating audiovisual equipment such as projectors and social media applications such as WebEx, etc.
• Knowledge of the principles and practices of training curriculum development and supervision.
• Three years of full-time, or equivalent part-time, professional experience in teaching, instructing or training work which included the planning, development or implementation of educational or employee training programs as a major duty, or any equivalent combination of the required experience and the substitutions below.
• A Bachelor's degree with a major in education may be substituted for a maximum of two years of the required (A) experience.
• A Graduate degree with a major in education may be substituted for the required experience. Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Nice To Haves

• 3 + years of training experience, preferably in retail, financial services, managed care or healthcare’s Call/Contact Center environment.
• 3 + years of experience training in Operations environment, specifically job skills and policy.
• Experience conducting continuing education courses for existing Call Center/Customer Service professionals to help prepare them for cross-department roles.
• Experience using trending data from Quality Assurance reports in one-on-one or group trainings to address specific performance issues.

Responsibilities

• Conduct Instructor-led and virtual training for RMV business systems, business procedures, and other applications in all training facilities.
• Actively participate in pilot training classes and train-the-trainer workshops.
• Evaluate participants' in-class progress and provide a written summary of progress for RMV management.
• Perform class preparation activities based on the dates reflected in the department’s master schedule of classes to ensure readiness as of the projected scheduled dates. This includes full review and practice with: curriculum outline, module instructor guides and Powerpoint, participant material, and System training activities.
• Provide onsite support to RMV staff.
• Provide onsite support during implementations of new systems and processes.
• Act as a point-of-contact to answer questions about system/policy changes after training is delivered. (Research answers to questions and communicate to the appropriate audience.)
• Work with department managers, supervisors and Training Manager to create additional training support plans for employees having difficulty with knowledge transfer back on their job.
• Based on guidelines developed by curriculum designers and/or managers/supervisors, conduct follow-up evaluations in the field to monitor effectiveness of training programs and identify skills and knowledge deficits.
• Document the findings of the training program’s effectiveness in a written report to be submitted to Training manager/supervisor and Curriculum Designers.
• Assist in creating and staging data in the training database (e.g. System Training Region) for hands-on activities, based on instructions provided by Curriculum Designers and/or the Training Manager.
• Perform on-going training database maintenance tasks to support the hands-on activities for established training programs.
• Maintain a clean, well-stocked, fully functioning, and safe training classroom.
• Communicate system issues to RMV Business Support as they occur to record problems encountered in the training or production environments.
• Evaluate the training materials from pilot training classes, train-the-trainer sessions, and other newly launched programs and provide written comments about the materials to Curriculum Designers.
• Provide Curriculum Designers with ideas and suggestions for improving or enhancing established training programs to better meet the needs of the audience and/or trainer. (For example, provide scenarios and information for real life examples.)
• Based on direction from the Training Manager, make corrections and/or minor updates to existing course materials. (For example, updating existing training courses with details from “Training Update” messages published on the RVM website).
• Attend staff meetings regularly and integrate relevant business updates into Trainer responsibilities, as applicable.
• When requested by the Training Manager, write status reports and/or other training-related communication to be submitted to the Training Manager and/or designated business partners.
• Improve presentation and training-related skills by actively participating in in-house workshops, reading training-related articles, and attending classes related to the Trainer role.
• Build RMV business knowledge by staying up-to-date on RMV policy and process changes and the associated legal, regulatory or business intentions.

Benefits

• Comprehensive Benefits
• outstanding suite of employee benefits that add to the overall value of your compensation package
• work experience that supports you, your loved ones, and your future

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level