Military OneSource Program Trainer - On Site

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.

Primary Responsibilities:

• 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.

Basic Qualifications:

• 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.

Preferred Qualifications:

• Veteran/military retiree, wounded warrior, and/or military spouse

• Experience working with and/or for military communities

• Employee assistance program (EAP) experience