The MVHS Group at Leidos currently has an opening for a Program Trainer to work remotely. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial employee assistance program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes Service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system.
The Program Trainer creates training materials and provides on-the-job and virtual training on topics such as customer services; working with individuals through calls, chat, video, etc.; working with referrals and dispositions; warm hand-offs and the referral process; and required Military OneSource documents.
The Military OneSource job postings are in anticipation of future work.
Provides on the job and virtual training sessions for call center workflows in a digital environment.
Coordinates with the supervisor and conducts 1:1 remedial training for all call center staff who who fail competency checks in their training and/or receive complaints on their service delivery.
Analyzes training status reports checking for compliance for all program personnel certifications, training, and licensing in the resource management system (RMS) to ensure they receive their annual certification and have comprehensive and current knowledge of their respective disciplines and that they meet training frequency requirements.
Collaborates with the content developer to update training materials, including presentations, manuals, e-learning modules, and other instructional resources.
Adapts training content and methods to suit the needs and learning styles of different audiences.
Keeps training materials and content up to date with the latest industry trends in behavioral/mental health call center operations, Government requirements, and training best practices.
Revises and improves training materials based on feedback from participants and management.
Provides constructive feedback to participants to help them improve their skills and knowledge.
Analyzes training data and reports to identify areas of improvement in the training programs.
Bachelors degree from an accredited college or university in a related field, such as adult education, behavioral/mental health counseling, human resources training and development.
Minimum of 5 years experience developing, leading and implementing training programs for call center operations, EAP operations, behavioral/mental health telecounseling.
Strong written and verbal communication skills, strong customer service skills, knowledge of call center and EAP operations, and knowledge and understanding of military lifestyle and culture.
Proven proficiency in electronic learning systems; Microsoft based tools including Word, Outlook, Excel; web-based research; electronic documentation system.
U.S. citizen and speaks fluent English.
Ability to pass a criminal history and fingerprint background checks, and credential review/verification.
Veteran/military retiree, wounded warrior, and/or military spouse
Experience working with and/or for military communities
Employee assistance program (EAP) experience
Pay Range:Pay Range $59,150.00 - $106,925.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 47,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
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Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.