Public Strategies Overview
Public Strategies is a dynamic professional services firm with more than 35 years of experience delivering innovative communications, consulting, technology, events, and project management solutions. Our collaborative team of problem solvers, creatives, technologists, trainers, communicators, and change agents is committed to doing good well.
Serving private sector, government, and nonprofit clients nationwide, Public Strategies delivers award winning products and experiences. Public Strategies has also pioneered nationally respected human services programs supporting low income and other vulnerable populations. Through our integrated initiatives (including One Set Studio, our cutting edge virtual production space, and NextThought, our eLearning initiative) we elevate storytelling, training, videos, and immersive experiences for leading national brands.
Position Summary
The Learning Support Coordinator is a member of the Practice Models and Training Solutions department within the Knowledge and Practice Division and reports to the Manager of Training Frameworks.
The Practice Models and Client Training Solutions Department designs evidence informed training frameworks, learning solutions, and tools to improve performance within human services systems. The department partners with clients and subject matter experts to translate research, policy, and practice models into practical, learner centered solutions that strengthen workforce capacity, improve service delivery, and drive measurable outcomes.
The Learning Support Coordinator provides day to day coordination and responsive customer and technical support to ensure a seamless, high quality learner experience across academy training programs. This role manages learner support resources and helpdesk activities, develops user friendly guides and FAQs, and provides logistical and operational support for training delivery. The position also monitors learner feedback and support trends to identify opportunities for continuous improvement while collaborating with training, technology, and logistics teams to strengthen program effectiveness and learner engagement.
Essential Job Functions
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Coordinate day to day learner support activities across academy training programs to ensure a seamless, consistent, and high quality learner experience.
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Develop and maintain clear, user friendly how to guides, job aids, FAQs, and other learner resources that support successful navigation and use of training platforms and resources.
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Provide responsive, high quality customer service and technical support to learners or customers, including managing helpdesk inquiries, troubleshooting issues, addressing registration and program questions, and identifying recurring needs to improve the overall user experience.
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Establish, manage, and maintain a learner support helpdesk to address questions, technical challenges, registration needs, and training related inquiries.
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Monitor learner questions, support requests, and recurring issues to identify trends and recommend improvements to training systems, resources, and learner experiences.
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Develop comprehensive, audience specific FAQs and support content tailored to the needs of different learner groups.
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Coordinate the development of dynamic presentations, interactive activities, and learner engagement materials that align with academy curricula and structured agendas.
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Provide logistical and operational support for academy training delivery, including coordination of schedules, materials, communications, technology, and learner readiness.
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Collaborate with training, events and logistics, and technology teams to ensure learning resources and support tools are accurate, accessible, current, and aligned with program objectives.
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Support continuous improvement of academy programs by gathering learner feedback and using insights to strengthen resources, processes, and overall learner engagement.
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Demonstrate professionalism, adaptability, strong organizational skills, and attention to detail while managing multiple assignments and competing priorities.
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Other duties as assigned.
Education/Training
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Bachelor’s Degree, preferred
- Applicable fields and disciplines include business, communications, education, human services and related fields.
- Will consider 4+ years’ professional work experience in lieu of degree
Experience
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Experience coordinating training programs, supporting learners, and providing customer service and technical assistance through Learning Management Systems (LMS) platforms, helpdesk systems, or similar technology.
- Experience developing user friendly guides, FAQs, instructional materials, and other resources that support learning and successful technology adoption.
Skills, Knowledge, and Abilities
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Excellent problem solving skills and the ability to work under pressure.
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A passion for education and the empowerment of others through knowledge.
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Ability to travel to different locations across the state as required.
- Strong written and verbal communication skills, with the ability to provide clear, timely, and professional guidance to learners, colleagues, and stakeholders.
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Ability to develop clear, accessible, and user friendly training resources, how to guides, FAQs, job aids, and support materials.
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Basic knowledge of learning management systems, virtual training platforms, helpdesk processes, and other technology used to support training delivery.
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Ability to troubleshoot common technical and training related issues, identify appropriate solutions, and escalate complex concerns when needed.
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Strong organizational and coordination skills, with the ability to manage multiple learner support activities, competing priorities, and deadlines.
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Ability to monitor, track, and respond to learner questions and support requests in a timely and professional manner.
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Ability to identify recurring learner needs and support issues, recognize trends, and recommend improvements to training resources, systems, and processes.
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Demonstrated professionalism, sound judgment, integrity, adaptability, and a service oriented approach when supporting diverse learners and stakeholders.
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Ability to learn and adapt to new systems, technologies, processes, and subject matter areas across multiple training programs and projects.
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Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and Teams.
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Ability to learn and utilize technology platforms, virtual meeting tools, and project management systems.
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Ability to identify challenges, seek guidance when appropriate, and contribute to problem solving efforts.
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Ability to work flexible hours, including occasional evenings and weekends, as needed.
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Occasional domestic travel may be required.
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Maintain a valid Driver's License.
Sufficient mobility and strength to move about the facility. Ability to be mobile throughout the community.
Public Strategies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military/veteran status or other characteristics protected by law.
