Program Trainer - Remote

Leidos Health & Civil Sector is seeking a highly motivated and experienced Program Trainer to join our team. This position directly supports programs which provide a broad array of information, resources, referrals, mental health coaching and specialized support for military members and their families worldwide. These programs are directly responsible for supporting military community quality of life issues.

This job posting is in anticipation of future work.

The Program Trainer provides program specific training including training of licensed counselors and input to CBT training materials, on topics such as SOPs; customer services; available services; onboarding; quality follow up; working in Contact Center; working with individuals through calls, chat, video, etc.; working with referrals and disposition; person-centered approaches; military programs and benefits; cultural training and guidance on each service component; restricted reporting, mandated reports and duty to warn reports and protocols; how to handle disasters; deployment and reintegration awareness and information; evidence-based care for assessment, management, and intervention of suicide-related behavior; specialty consultations provided through the program; non-medical counseling and scope of care; screening process for scope of care; warm hand-offs and the referral process; required program documents. Training is conducted on the job and through virtual training sessions. The Program Trainer tracks all program personnel certifications to ensure they are annually certified and have comprehensive and current knowledge of their respective disciplines, documents, retains and tracks required staff trainings, certifications and licensing in RMS and ensures that training frequency requirements are met.

Primary Responsibilities:

• Provide on the job and virtual training sessions for call center workflows in a digital environment.

• Coordinate with the supervisor and conducts 1:1 remedial training for all call center staff who fail competency checks in their training and/or receive complaints on their service delivery.

• Analyze 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.

• Collaborate with the content developer to update training materials, including presentations, manuals, e-learning modules, and other instructional resources.

• Adapt training content and methods to suit the needs and learning styles of different audiences.

• Keep 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.

• Revise and improve training materials based on feedback from participants and management.

• Provide constructive feedback to participants to help them improve their skills and knowledge.

• Analyze training data and reports to identify areas of improvement in the training programs.

Basic Qualifications:

• Bachelors degree from an accredited college or university in  adult education or  human resources training and development. or similar program

• Minimum of 5 years experience developing, leading and implementing training programs for call center operations, EAP operations, or 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 Tier 2 Low Risk criminal history and fingerprint background checks, and credential review/verification.

• This position is a remote position and requires a quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home. Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Preferred Qualifications:

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

• Experience working with and/or for military communities

• Employee assistance program (EAP) experience

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

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.