Public Consulting Group

Contact Tracing Training Supervisor

Job Locations US-OH
Posted Date 4 days ago(1/13/2022 5:52 PM)
Job ID
2022-7583
# of Openings
1
Category
Customer Service/Support
Type
Temporary Assignment
Practice Area
Ohio Contact Tracing

Overview

The Contact Tracing Training Supervisor is responsible for overseeing a rotating team of new hire contact tracers and supervisors as they onboard into their position, are properly trained on their job duties, and advance to job readiness. The Training Supervisor will work closely with a cohort of new hires to complete their new hire training sessions, oversee their practical hands-on learning, and evaluate their skill levels through each training milestone. The Training Supervisor is responsible for new hire trainees’ completion of onboarding and transition to deployment, ongoing training for existing contact tracing staff, developing and enhancing training course material and other tools used, delivering innovative initiatives and assisting with quality assurance and other performance management evaluations.

      
This position is full-time, will report to a Team Captain and work closely with other Team Captains and the leadership team.  The Training Supervisor will be scheduled for 35-40 hours/week to ensure coverage between 8:00am- 8:30pm daily. The position is temporary based off the needs of the project and the conclusion of the contract. Because the call center is open 7 days per week from 8:00am - 8:30 pm, night and weekend work will be required.  PCG is committed to building a diverse staff and strongly encourage applications from candidates of color.

Responsibilities

 

  • Provide live training and practicum sessions for new hire onboarding related to standardized COVID-19 contact tracing workflows, scripts, policies and procedures, and call center inbound and outbound call handling.
  • Provide live training on local health department specific workflows, in consultation with supervisors and team captains for each deployment.
  • Manage, track, and oversee new hires completion of all training self-paced modules, live sessions, practicum, and skills assessment to ensure the employees are job ready.
  • Carry out supervision and performance management of the new hire employees until deployed to ongoing supervisor.
  • Facilitate transition from onboarding to deployment for all new hires and work closely with deployment supervisors.
  • Design, create, edit and/ or revise various training course material, schedules, and other necessary tools.
  • Track and understand the various policy and system changes to identify training gaps and coordinate with leadership as appropriate to ensure staff has training on all current processes.
  • Facilitate continuing education sessions, forums and other methods for ongoing contact tracing staff training to maintain or improve individual or group performance.
  • Assist the Quality Assurance team with quality control evaluations, quality reporting and analysis for targeted training.
  • Act as a key liaison between the training team and operations team to ensure staff in each deployment has the appropriate training material in place and training materials remain current.
  • Participate in regularly scheduled meetings and collaborate across the state to promote best practices and ensure consistent policies and procedures are implemented.
  • Participate in regularly scheduled meetings to ensure consistent communication, best practices and attention to workflow is conveyed and appropriately disseminated, and to ensure all employees are trained to perform job functions while facilitating refresher training and making mentoring arrangements as needed.
  • Ensure sharing of and adherence to best practices among peers by applying a consistent approach to training contact tracing staff and supervisors in coordination with leadership
  • Hold regular forums to review FAQs and share best practices.

Qualifications

 

  • Current Ohio residency
  • High school diploma or equivalent; a bachelor’s degree is preferred.
  • 3-6 months’ training/experience in supervisory principles and techniques.
  • Full time availability (minimum of 35-40 hours per week).
  • Experience working directly with diverse populations and individuals with complex needs.
  • Ability to flex communication style to multiple cultural environments.
  • Ability to organize and prioritize tasks with attention to detail.
  • Experience working in a remote setting.
  • Ability to handle confidential information with discretion and professionalism.
  • Must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift.
  • High proficiency in the use of a personal computer, data entry, Office 365, and Microsoft Teams. Must have personal equipment to use that meets the following requirements:
    • This position requires that you have a computer with Windows 10 or a Mac with Apple OS X 10.13.
    • We recommend having antivirus protection like windows defender and firewall on a PC or Sophos on a Mac.
    • Tablets of any kind (iPads, Surface Pro, etc.) may not be used to perform this job.
    • A headset or headphones with a microphone is required. A wired headset is recommended. Employees are not permitted to use personal phones to conduct contact tracing.
    • Computer RAM required – 2GB.
  • Must have access to good/reliable and secure WiFi. Internet connection must be capable of speeds of 2Mbps upload and 4Mbps download.
  • Knowledge of Ohio Contract Tracing Initiative processes.
  • Experience working in an educational setting is strongly preferred.
  • Critical thinking and sound judgment required.
  • Ability to handle confidential information with discretion and professionalism.
  • Phenomenal work ethic with a positive attitude.
  • Ability to speak, read, and write English clearly and concisely. Fluency in a second or multiple languages would be a plus.

EEO Statement

Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.

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