Training Specialist V
Performs highly advanced (senior-level) consultative work and oversight requiring knowledge in the planning, development and implementation of program policies, training, clinical services and electronic benefit analysis work. Coordinates with local agency call centers to increase consistency amongst the centers. Reviews monthly complaint reports for consistency in documentation, investigates and resolves complaints, assists with the quality assurance of recorded calls and makes recommendations to improve internal processes. Continually evaluates policies and procedures through surveys, needs assessments, and interpretation of federal guidelines, analyzes effectiveness and makes recommendations to the Program Supervisor VI to improve WIC clinic operations. Trains, leads, assigns, and prioritizes the work of others. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment.
Essential Job Functions:
(35%) Serves as the team lead for Information Response Management team. This includes oversight of the development and evaluation of Information Response activities. Reviews and analyzes the monthly inquiry and complaint reports. Provides guidance to Program Specialists and Public Health & Prevention Specialists staff in the development and integration of new methods and procedures to ensure consistency in communication to WIC local agency staff. Resolves WIC Local Agency problems, investigates complaints, and identifies long-range planning opportunities for operational enhancements and staff competency development. Continually evaluates policies and procedures through surveys, needs assessments, and interpretation of federal guidelines, analyzes effectiveness and makes recommendations to the Program Supervisor VI to improve WIC clinic operations. Works with the Clinic Services Strategist (Program Specialist VI) to identify appropriate long-range WIC customer service related goals and objectives and develops recommendations to achieve goals. Utilizes continuous quality improvement techniques to monitor and evaluate. Identifies needed areas of change and makes recommendations to WIC Program Supervisor VI to improve operations.
(20%) Assists the Program Supervisor VI with quality assurance of recorded calls to the Information Response Management group and provides timely feedback to ensure consistency and quality customer service; such as reviewing customer service calls to ensure representatives provide quality service, evaluate training for new employees, and confirm proper distribution of queue priority levels. Has oversight responsibilities of the training for the Information Response Management Staff on changes to the WIC Management Information System (MIS). Reviews WIC contractor Quality Assurance monitoring reports for accuracy and to provide local agency recommendations for training and technical assistance. Provides expert consultation, technical assistance, and interpretation to WIC contractors and staff statewide, and other programs/legislative contacts.
(20%) Monitors and analyzes changes in the customer service market and makes recommendations for WIC management team to incorporate these trends or implement strategies, systems or processes related to these developments. Oversees studies and analysis in coordination with public and private agencies involved in WIC related activities to resolve problems, identify training needs, and discuss program effectiveness. May oversee contracts related to information response management activities.
(20%) Collaborates with the WIC local agency call centers to implement procedures and processes that will improve WIC services. This includes reviewing call center activities, analyzing their variations across the state and developing action plans to coordinate and standardize procedures.
(5%) Other duties as assigned include but are not limited to actively participating in and/or serving in a support role to meet the agency's obligation for disaster response and/or recovery activities or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment or location.
Knowledge Skills Abilities:
Knowledge of state and federal program regulations, policies, procedures, and eligibility program.
Knowledge of distance learning technologies, video teleconferencing and computer-based or web-based training.
Knowledge of group dynamics, group process, and interpersonal relations.
Skill in effective oral and written communication.
Skill in managing multiple and competing priorities
Skill in identifying problems, evaluating alternatives, and implementing solutions
Skill in working collaboratively and cooperatively with diverse groups
Skill in communicating and effectively interacting with management at all levels, external contacts (ie. WIC clients, Local Agency personnel), and other constituencies.
Ability to plan, assign, and evaluate the work of others.
Ability to identify and resolve issues/problems in a timely manner.
Ability to work independently with limited supervision.
Ability to establish and maintain effective working relationships, and work with others as part of a team.
Ability to multitask and work amid repeated interruptions.
Ability to coordinate and evaluate the work of others, make recommendations for improvement, and assure that projects are completed in a timely manner.
Ability to meet deadlines.
Registration or Licensure Requirements:
Initial Selection Criteria:
2 years of experience developing and/or implementing trainings
2 years of experience in leading teams or managing projects with multiple people
Experience analyzing reports and/or determining trends
Experience with developing and/or implementing surveys and/or needs assessments
Experience in overseeing staff in a call center environment, preferred
Experience with WIC and/or other government agencies, preferred
To be considered for an interview, applicants must demonstrate a clear match to all minimum criteria in the summary of experience sections of the application. RESUMES WILL NOT BE CONSIDERED. The salary on this job posting reflects the minimum and maximum allowed, however, budget considerations often result in salary offers below the maximum of the posted range. Internal applicants are encouraged to check the HR manual for any changes to their current salary.
All applicants chosen to participate in the face-to-face interview process will be required to complete a skills test exercise to demonstrate proficiencies and perspectives associated with this role at the time of the interview. Only applicants selected for an interview will be notified of final selection.
Note: There may be no military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information, see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx
No direct military equivalent.
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In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.