2-1-1 San Diego's mission is to serve as a nexus to bring the community together to help people efficiently access appropriate services, and provide vital data and trend information for proactive community planning. To meet this mission, we seek talented team members who exhibit our values and who complement our company culture.
What is a Learning Specialist?
The Learning Specialist is an employee-focused position ensuring that all 2-1-1 employees have the development they need in order to provide a WOW customer experience to 2-1-1 clients. The Learning Specialist assesses needs of core roles and develops appropriate learning solutions. The Learning Specialist also utilizes various technologies and methods to create interactive, just-in-time learning and delivers instructor lead training when appropriate.
Assessing and Forecasting Needs
Through regular intake meetings, data from Quality Coaches, and information from Supervisors and other sources, assesses learning needs.
Works collaboratively with contact center Supervisors and leadership to develop strategies for ongoing learning that meet the current and future needs of the organization.
Develops, maintains and implements agency-wide training plans, including any state or federally required training, seasonal training and refresher training.
Establishes an ongoing training roadmap and calendar and partners with the Workforce Manager to implement.
Curriculum Design and Development
Designs curriculum tracks for various roles by determining what each role needs to learn, how, and by when.
Determines the appropriate delivery method based on desired learning outcomes with an emphasis on just-in-time and online learning solutions.
Partners with Subject Matter Experts (SMEs) to obtain content as well leverages existing documentation (SOPs, policies, etc.) for content.
Identifies gaps in content (information does not exist, process does not exist, etc.) and actively addresses with appropriate parties.
Follows the ADDIE model for each learning solution.
Project Management and Continuous Improvement
Understands who are the key stakeholders and ultimate business owner for decision making and approvals.
Creates high level plans and roadmaps and proactively manages all milestones through completion while proactively keeping stakeholders informed of status.
Anticipates roadblocks and actively problem solves to mitigate.
Participates in new program design as needed.
Identifies process and program improvements on an ongoing basis
What You Bring
Employee & Customer Focus
Drive for Results
Must be able to demonstrate exceptional project management skills as part of interview process
Must provide sample training solutions in order to be considered for a formal interview (Mandatory)
Bachelor's Degree in Sociology, Psychology or related field
Minimum 5-7 years work experience
Knowledge of adult learning theory
Knowledge of social services field or social service background HIGHLY DESIRED
Experience creating training for a call center/customer service environment
Excellent written and verbal communications skills.
Ability to build and maintain positive and supportive relationships, working collaboratively in team environment or independently, exercising independent discretion and decision-making.
Strong project and program management
Strong computer skills: MS PowerPoint, Excel, Word, and Outlook.
Ability to multi-task in fast-paced environment with competing deadlines.
Bilingual English/Spanish desirable.
211 San Diego