Training Facilitator, PHIEA

Commonwealth of Pennsylvania; Harrisburg (Dauphin County); Hybrid; USD 63,000 - 77,000; Full time

Benefits offered by this job

Telework eligible

Job summary

The Commonwealth of Pennsylvania is seeking a Training Facilitator to design, develop, deliver, and evaluate training for our fully remote Contact Center workforce. You will combine instructional design with hands-on facilitation to onboard new hires, implement system changes, and support ongoing development.

You will lead virtual classrooms, translate policy and process changes into practical learning, and use LMS tools to track completion and measure effectiveness in a high-volume environment.

Qualifications

• At least two years designing, developing, delivering, and evaluating structured training for adult learners.
• A bachelor's degree or an equivalent combination of education and experience.

Responsibilities

• Build curricula, presentations, facilitator guides, job aids, knowledge checks, eLearning, simulations, and other learning resources for adult learners.
• Lead the virtual classroom and facilitate online new-hire, systems, refresher, and ongoing training with engaging activities.
• Translate policy, system, and process changes into practical training employees can understand and use.
• Use assessments, learner feedback, and performance data to evaluate and improve training effectiveness.
• Maintain organized learning records and tracking in a Learning Management System (LMS).

Skills

Training & development

Instructional design

Adult learning principles

Virtual training delivery

LMS experience

Curriculum development

Education

Bachelor's degree

Tools

Articulate 360

Job description

Do you enjoy turning complex information into training that is clear, engaging, and easy to use? Pennie® is looking for a Training Facilitator to help build and deliver learning for our fully remote Contact Center workforce. You will combine instructional design with hands‑on facilitation to prepare employees for new‑hire onboarding, systems and process changes, and ongoing development.

We are looking for a hands‑on training professional who enjoys engaging adult learners, confidently leading a virtual classroom, and turning complex information into practical learning that works in a fast‑paced, high‑volume environment.

As a Training Facilitator, you will design, develop, deliver, and evaluate training that helps Pennie’s customer service representatives confidently serve Pennsylvanians. Your work will help prepare our Contact Center teams for Open Enrollment, periods of rapid growth, operational changes, and the everyday work of helping Pennsylvanians connect to health coverage.

In this role, you will:

• Build practical learning experiences.Develop curricula, presentations, facilitator guides, job aids, knowledge checks, eLearning, simulations, and other learning resources for adult learners.
• Lead the virtual classroom.Facilitate virtual new‑hire, systems, refresher, and ongoing training using interactive activities that keep learners engaged and reinforce real‑world application.
• Turn complex information into clear training.Partner with Policy, Operations, Technology, and Contact Center teams to translate policy, system, and process changes into learning employees can understand and use.
• Make learning better.Use assessments, learner feedback, performance information, and identified skill gaps to evaluate effectiveness and develop targeted training solutions.
• Keep learning organized.Use a Learning Management System (LMS) to support training content, courses, learner records, and completion tracking.

Here is the big picture:

when our teams feel confident, our customers can too. The learning you create will help our Contact Center employees turn complex information into clear, helpful conversations - and help Pennsylvanians feel supported as they find the health coverage that is right for them.

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full‑time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60‑minute lunch.
• Telework:You may have the opportunity to work from home (telework) full‑time. In order to telework, you must have a securely configured high‑speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary:Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $70,005.00 (before taxes).
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

Minimum Experience and Training Requirements:

• At least two years of professional experience in training, learning and development, instructional design, or a closely related field, including experience designing, developing, delivering, and evaluating structured training programs for adult learners; and
• A bachelor's degree (or an equivalent combination of education and experience).

Additional Requirements:

• You must have professional experience developing curricula and instructional materials for adult learners using adult learning and instructional design principles.
• You must have professional experience delivering virtual instructor‑led training to groups of adult learners.
• You must have professional experience developing and delivering training for a high‑volume operational workforce, such as contact center, healthcare, insurance, financial services, or government operations.
• You must have professional experience using a Learning Management System (LMS) to manage training content, courses, assignments, learner records, or training completion.
• You must currently reside in or be willing to relocate to Pennsylvania for the duration of your employment.
• You must be able to perform essential job functions.

Preferred Qualifications (not required):

• Experience developing and delivering training specifically for contact center or customer service operations
• Experience translating complex policies, regulations, or system processes into clear training content
• Experience developing asynchronous, self‑paced, or eLearning content using tools such as Articulate 360
• Experience developing assessments and using learner performance data, assessment results, or feedback to evaluate training effectiveness
• Experience developing training for customer relationship management (CRM), eligibility, ticketing, telephony, or similar operational systems
• Experience with Affordable Care Act (ACA) federal‑or state‑based exchanges and/or Medicaid program

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

• 711 (hearing and speech disabilities or other individuals).

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.