ADMINISTRATOR I TRAINER

State of Maryland; Maryland; On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible hours

Hybrid teleworking

Paid holidays

Generous leave package

State Pension

401(k) and 457

Health, dental plans

Flexible Spending Account

Job summary

Maryland Department of Labor’s FAMLI Division seeks Trainers to develop and deliver comprehensive training across Customer Care, Claims, Employer Services and Insurance Plan Compliance. You will collaborate with the Training and Education Manager and QA to ensure high-quality programs and regulatory compliance.

The role involves creating curricula, conducting orientations, and evaluating training effectiveness to support Maryland workers’ access to paid leave during medical or family events.

Qualifications

• Three or more years identifying training and performance gaps and developing curricula.
• Two or more years applying instructional design principles and using authoring tools such as Adobe Captivate, Storyline, or Articulate 360.
• Two or more years in a contact center environment, with demonstrated knowledge of training needs.
• Experience administering a learning management system, with Cornerstone experience preferred; experience delivering training in a regulatory environment is also preferred.

Responsibilities

• Create, develop, and continuously improve training materials and programs.
• Maintain open communication with FAMLI Services management to ensure needs are met.
• Work with Quality Assurance to monitor employee training responsibilities.
• Conduct orientation programs and arrange on-the-job training for new hires.
• Conduct refresher training for seasoned staff members.
• Analyze survey results and modify training programs as needed.
• Research new training methods to improve effectiveness.

Skills

Train needs analysis

Curriculum development

Instructional design

Contact center training

Education

High school diploma or equivalent

Bachelor's degree preferred or higher

Tools

Adobe Captivate

Storyline

Articulate 360

Cornerstone LMS

Job description

Introduction

Maryland’s Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We’re in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government.

The Training and Quality Assurance (QA) team is responsible for developing, implementing, and continuously improving the training programs and materials for the FAMLI Division. The Customer Care, Employer Services, and Claims and Benefit Payment staff will require comprehensive training on performing their job duties, as well as using the Division’s technological platform and understanding the rules and regulations of the FAMLI program, leading up to each phase of the FAMLI program’s public launch. The Training and QA team will also ensure employees are performing their responsibilities according to the training.

GRADE

STD0016

Location of Position

100 S. Charles St
Baltimore, MD 21201

Main Purpose of Job

Family and Medical Leave Insurance (FAMLI) Division Trainers facilitate training across the FAMLI Services team. They help create and develop trainings for the Customer Care, Claims and Benefits Payment Management, Employer Services, and Insurance Plan Compliance teams, in collaboration with the Training and Education Manager and FAMLI leadership. They also work with the Quality Assurance team to evaluate employee compliance with training. Training and staff development is essential to the success of the FAMLI Division, given the program’s reach and complexity. FAMLI Trainers are key to fulfilling FAMLI’s mission to ensure Maryland workers get paid when they need time to care for themselves or their families.

Position Duties

• Work with FAMLI leadership and the Training and Education Manager to create, develop, and continuously improve training materials and programs;
• Maintain open communication with FAMLI Services management and team members to ensure that all needs are met;
• Work with Quality Assurance and Services management to monitor and ensure employees are performing their responsibilities according to the training;
• Conduct orientation programs and arranging on-the-job training for new hires;
• Conduct refresher training for seasoned staff members;
• Resolve any specific problems and tailoring training programs as necessary;
• Schedule training classes to meet the needs of the Customer Care, Employer Services, Insurance Plan Compliance, Benefits Payment Management, and Claims Management directorates;
• Conduct surveys and evaluations to measure effectiveness of training programs;
• Analyze the results of surveys and evaluations of training programs, and develop appropriate modifications if needed;
• Research new training methods to improve training effectiveness;
• Trainers may be tasked with replying to customer inquiries during high volume periods; and
• Performs other related duties as required.

Minimum Qualifications

• Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience: Four years of administrative staff or professional work.

Notes

• Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
• Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.
• Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.
• Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for- year basis for the required experience.

Desired Or Preferred Qualifications

• Three or more years of experience identifying training and performance gaps and developing curricula to address organizational needs.
• Two or more years of experience applying instructional design principles and using authoring tools such as Adobe Captivate, Storyline, or Articulate 360.
• Two or more years of experience working in a contact center environment, with demonstrated knowledge of contact center operations and training needs.
• Experience administering a learning management system, with Cornerstone experience preferred; experience delivering training in a regulatory environment is also preferred.

Licenses, Registrations and Certifications

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.

Special Requirements

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

Benefits

• Flexible hours and hybrid teleworking
• Paid holidays 12-13 per year
• Generous paid leave package (annual, sick, personal and compensatory leave)
• State Pension ("defined benefit" plan)
• Tax-deferred supplemental retirement savings plans (401(k) and 457)
• Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services
• Flexible Spending Account plans for Health Care and Daycare
• State Employees Credit Union

Equal Opportunity Employer Statement

Maryland Department of Labor is an equal opportunity employer. It is the policy of LABOR that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.