Information Specialist Jobs

About The Position

Requirements

• Understanding of learning principles, policies, procedures, and workflows.
• Strong facilitation, communication, curriculum development, coaching, documentation, and technical skills, including proficiency with training platforms and Microsoft Office tools.
• Experience translating complex information and training utilizing clear instruction.
• Experience adapting training methods to diverse learners.
• Experience managing multiple training priorities.
• Experience supporting staff.

Nice To Haves

• Familiarity with call center quality assurance tools, LMS platforms, and knowledge base systems.
• Understanding of call center operational procedures.
• Experience delivering training in a contact center environment.
• Familiarity with UI, PFML, public benefit programs, and regulatory and compliance environments.
• Ability to design scenario-based learning and simulations.

Responsibilities

• Delivers high-quality training that supports both Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) programs.
• Develops and updates instructional materials.
• Provides instructor-led and virtual training for new hires.
• Facilitates hands-on practice and simulations.
• Offers daily coaching to prepare staff for multi-program call handling.
• Supports employees during nesting and production transitions.
• Conducts call monitoring and skill reinforcement.
• Collaborates closely with Operations, QA, and Policy teams to keep training content accurate and aligned with program requirements.
• Maintains strong knowledge of program policies and systems.
• Continuously identifies opportunities to improve training delivery and learner engagement.

Benefits

• Paid leave
• A minimum of 13 paid state holidays per year
• Medical, dental, vision, and life insurance options
• Retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions)
• Federally recognized Public Service Loan Forgiveness (PSLF) employer